I signed up for Vonage in late November 2008 after my cell-phone contract expired to avoid a costly cell phone plan. Everything was fine during the free trial period. Then the vonage adapter worked only intermittingly (Error code: 002), and soon it didn't work at all, which means that I don't have any internet. I had to unplug the adapter to access the internet (I have on-line classes and it was finals week) which means that I don't have a phone that I'm paying for.
I tried emailing them, as their customer service is through the internet, so a lot of unplugging and plugging back in. Their "help" section on their website didn't help. They had me try a few things, and it seemed to work at first, but later resorted to its non-working mode. I tried calling customer service, but didn't get far, as the techniques they had me try were the same as the ones from the emails. They have no way to come to your house and provide service, and not once did they offer to send me a new adapter, or have the old one get serviced, which leads me to believe that the problem lies within the service, not the equipment. (My adapter was brand-new anyways.)
After trying for 3 weeks, I bought a cell-phone plan and had my number ported over. About a week later, Vonage sent me an email stating that my account was canceled and that I'd be charged a $39.99 termination fee (I was never aware of a termination fee or that I was under any contract) plus any other applicable fees. The email also stated that they have the authority to debit my bank account for the next 30 days. A few minutes later, I received an email from my bank declaring that Vonage had debited out $96.05. The charge was never itemized. Who knows what the remaining $56.06 is for.
-They require a $29.99 activation charge
-They require a $39.99 cancellation fee
-They automatically withdrawl your payment every month- there is no other way to pay
-Their service only works intermittingly
-They can charge whatever they want and not itemize the bill
-Their customer service is not helpful. It's outsourced.
I learned the hard way. The rest of you should learn vicariously. If it sounds too good to be true.... it really is.