I am a very patient person - especially with newer technologies, but with Vonage I am at wits end. I got vonage for our small business and in the 16 days since I've had it installed I've spent more time on the phone with them than I have with business calls!!

1. Generally:
When you call their support # you're asked for account name, billing address, administrator name, email address, phone number & what the issue is you're calling about.

They can answer general questions ONLY. If you need tech support you get transferred to "Level 1" where they ask you those same questions all over again! They do not transfer your account info - or the problem you're having.

If Level 1 cannot resolve your issue, you get transferred to Level 2 where you have to go through it all over again.

And guess what. They have a Level 3 also

2. Mystery problem they've not been able to fix yet:
Vonage kicks off my internet connection every single night. When I get to the office every day I have to completely shut down the computer, unplug my modem, wait a couple minutes, then turn everything back on.

I've done the support, level 1, level 2, level 3 thing now to the tune of about 10 hours and talking to umpteen different people.

If shutting down and restarting everyday was the worst thing that happened in my life, no problem...but I need to access this computer from another location in the evening, but can't because it's gotten kicked offline.

Today they "tried something else" to solve this issue...so we'll see how it goes. I am NOT hopeful. Clearly they are just guessing!!

3. The "free dedicated fax number":
I'm a small business, so starting 1/9 I gave our new fax number to tons of people. A couple said they tried to fax me but got no answer. Vonage sent me a "test fax" no problem, so I presumed the senders were just misdialing or something.

Today I discovered that my fax number belongs to someone else - who has had the number for 2 years!!

...so Vonage's "test fax" was not a test fax at all. All they did was send something via the internet to my vonage device.

So this morning I call vonage about it, and the girl says "Well, we can reissue you a new fax number if that' what you want". NO SH..!

So they reissue me a number...but it does not work. I had to call support - then be transferred to "Level 1" to get it fixed.

Before switching to Vonage, I heard nothing but good news about them....but now recall that no one I talked with had the Business plan (I've got the unlimited business plan)...so if you're considering switching to Vonage for your small business, BE WARNED.

GeneGenie

PS. Oh, forgot:

Caller ID only registers about half the time. Half the time it's just completely blank.

ScottGem

I have Vonage Business. I got the Business service because I wanted a separate fax line. I had some initial installation problems which were quickly respolved with a tech support call. I've had no other problems that weren't caused by losing my broadband connection.

So I have stuck with Vonage. I am thinking of switching to my cable service, only because of the discounts I can get, but I have not been unhappy with the Vonage service.

ELoss

I am a systems integrator. I work with data, phone, TV and security systems everyday. I set up systems for colleges and hotels. I tried Vonage for our new office phone system. I could not get it to ring through consistently. Calls were not completed, some were dropped. For one week I had no phones at all. Customers would write e-mail or call my cell phone to ask if we were still in business. They would get messages saying that my number was disconnected or that it was not valid.
I spent over 11 hours on-line or on hold trying to get help, most of it on hold. When I called to cancel service I told them that I needed to keep the number and it would take a few days for the phone company to connect me again. They cut me off right then. I had no phone service. Qwest could not reconnect me with that number unless it was active. I had to spend 3 hours trying to get Vonage to activate the number again. Then they gave me a temporary number for 3 days, which no one knew to call, before I got my old number and same crappy service back. When I was finally connected to a land line again they gave me a $12.50 credit for my troubles.
Vonage should be put out of business. They ruined mine for almost a month. They have a cruddy product, lousy service and tech support and terrible business practices.
If you have to choose between two cans and a string and Vonage, take the cans and string. You'll be happier with the service.