The low rates vonage advertised lured us to try Vonage. The "no contract" blurb was also appealing. Soon after the service began I realized why the cost was so much less as it is true that you get what you pay for.
The ease of contacting the sales department could not be more emphasized; In contrast any means available to contact customer service is either non existent or wait times excessive (exceeding 1hr...or greater needless to say I did not continue to wait which is why I'm writing this letter.)
Vonage has no ability to block anonymous calls and our family continued to be pestered by 3am calls from anonymous fax machines. I called vonage to complain and ask if anything could be done. Unfortunately vonage does not have anonymous call blocking feature and anyone with vonage is vulnerable to these annoying calls which you can do nothing about short of unplugging your phone.
The ultimate ripoff comes when you want to cancel your service. You are directed to some false sense that you can do this through your account online, email vonage, or simply call customer service. If you've ever tried to reach the president of the united states by phone i'd say you've probably been more successful than to reach vonage customer service. In fact I've been and still am in the process of reaching vonage customer service for the past two months.
I've contacted the sales department which is like lightening and as sympathetic as this department is they can do nothing in regards to cancellation of service. Once again I am woefully directed to "vonage customer service".
It has been two months after I've requested cancellation of this @#*x(+*&^% service and still cannot cancel. I've changed my credit card information in hopes that it would activate some dialogue between me and customer service and continue to place calls during office hours to reach vonage customer service. Unfortunately my credit card continues to be billed.
Perhaps this is why vonage is so much less expensive as they're probably paying the same person to do customer service, housekeeping, IT, HR, PR, MIS, and janitorial duties. Whoever customer service is (he or she) they certainly could use some help so as to get to the phone some time and cancel my frackin service.
Greensboro, North Carolina