Vonage for Home Phone | United Kingdom  Reviews 

Been a customer of vonage a long time and now I’m done!
Although the internet landline works for years, once I needed it mobile on the app it’s dreadful.

I haven’t answered single phone call in over 10 months. I have to call everyone back.

He only option to solve is to delete the app and use cal divert and then I need up with £30-£40 a month in call charges. Leaving vonage after a decade…

The technical support I’ve given up calling they refused point blank to even record my fault let alone fix it. And now I’ve been refused to speak to a manager

So they have lost my custom for life!!!

Great customer service and an excellent product. I have had it for many years.

Toob link to them. So I decided to use them as my transfer to Toob from BT was excellent. I should have shopped around. Despite assuring me that I would be connected before my Broadband was installed, and telling me I could use my existing phone. Both of these things proved to be incorrect. It took two follow up calls before my Vonage box arrived and on unpacking I quickly realised my handset was incompatible. Feeling let down I decided to cancel and enquired how to port my old BT number to a new provider. This is when they told me that they hadn't ported my old number, despite me completing this process with them on the phone when I originally placed my order ! Their solution - I needed to contact BT to find out where my number was ! Suffice to say BT confirmed Vonage were responsible for the transfer. Finally, after telling me they'd free post the cost of me returning their equipment , they didn't. I had to phone up again and insist. I'll be reviewing them again if I have any further cancellation and refund issues. From start to finish they have been very unreliable.

Have not been able to receive incoming calls at all. Have contacted them several times via email and get replies but not answering or helping with the not receiving calls problem. I have cancelled (only had 2 days) they are going to charge me for postage which they will not refund. They are charging a temporary disconnection fee which they might not refund. This company takes way too long to answer problems and when they do they do not read what the problem is in the first place. So you have to go through it all again.

I tried signing up with this company yesterday, first the website didn't work properly, so I called them only to get a girl with very poor English skills who told me I had to click on a selection on the screen that didn't exist.
After quite a while waiting for her to check with her supervisor I was told to click an icon that then opened another screen that did have the bits I had to use.
I then entered all my details and was told all was ok.
A few hours later I got a call saying there was a problem with the order, so today I called them again, the first operative hung up on me while I tried to find an account number, the second guy then said he didn't recognise the number Vonage provided and had to try several times before it worked.
I then had to complete the form again and click proceed but it didn't work, I was just shown a flash on the screen of a message then it returned to the previous screen.
After pressing this quite a few times the guy said there was a problem with the order, so I told him to cancel it but had to speak to someone else to cancel - who of course never answers the phone.
I HAVE NEVER DEALT WITH SUCH AN UNPROFESSIONAL AND USELESS COMPANY IN MY LIFE.
Thank you for your response but a couple of points here pal -
1. If your system had been properly tested in the first place I doubt there would have been a problem - and after spending 20 years as a software QA manager I do actually know a bit about what I'm talking about
2. If you bothered giving your staff adequate training then the situation could probably have been resolved much earlier instead of me being told to select a particular option on the screen that wasn't there because it existed on a difference screen but your 'professional staff' member didn't know that and wasted 10 minutes or more of my life trying to find it
3. If you bothered employing staff that spoke clear English instead of something heavily accented that would have helped greatly and yes I DID ask to speak to someone who I could understand but that request was refused - listen to the call if you don't believe me.
4. Just how many times do you expect people to bang their heads against the wall in order to get your services? I got up to THREE before I gave up.
Ericsson used to have a good reputation for quality, you've completely blown that.
5. Last but not least - as your systems failed to set me up with an account it means that legally WE DO NOT HAVE A CONTRACT.
As we DON'T have a contact then you are not allowed to deduct any monies from the bank details I gave you for equipment that you have sent.
I have communication from DPD telling me that I have an order from you and I'm expected to be at home to accept it - they won't let me cancel the delivery.
As you sent the equipment without a live contract between us then legally I am not responsible for it, I have no intention of arranging to be at home for the delivery so DPD can return it or throw it in the bin, I'm not bothered and you are not allowed to charge me for it, so unless the monies are returned I WILL go to the courts for recompense and believe me I will win, so your charges will go up by the court fees, your solicitors fees and compensation for my time.
So just tell DPD to cancel the delivery and give me back my money.

I have been using Vonage for many years and it is great service that provides an excellent alternative for many call plans with regular providers, especially when you make frequent international calls.

Very efficient and friendly staff whenever queries arise, quickly clarifying the issue and coming forward with the solution.

Great price for a 1000 minutes per month landline. The service so far has been excellent with great communication.

Quick and effective, good result.

Very helpful in transferring our BT phone number into our new Vonage account

I just recently signed up with Vonage and it’s a huge hassle and would never recommend it to anyone. When I signed up, I gave my correct email address and alternate phone number and then the idiot employee added a letter to my email so that made it incorrect and I wasn’t receiving emails from Vonage not only did they mess up my email, on the same call They couldn’t even type my phone number. Oh and it gets better so to correct this I gotta wait till I get home so they can to call me on my landline to fix the information that the stupid employee inputed incorrectly, like it was my fault the information was wrong and now I have to jump through all these hoops to correct the information the idiot employee typed for “security reasons” .
I would feel a lot more secure if you hired employees who knew how to type!!!!

Trying to reset my password but getting no email link. Customer service takes ages to get through. Very stressful company

Customer care was excellent
Had to contact them 3 times for extra help with a couple of things I couldn’t manage, being pretty useless at sorting this sort of stuff out myself
Spoke to 3 members of the team and they were all so helpful and patient.
I never felt I was a nuisance and no one got impatient - such a difference from call I’ve had with other companies
Thank you

Great service although they could have explained better what was needed to keep my existing landine phone number

Your staff are excellent, so friendly and reassuring. The service is second to none.
I advise new customers read the clear instructions when logging in online, I didn't which caused a delay in transferring my number. I was assisted by a very patient young man to sort it out. Thank you.

I received the answers to the questions I asked.
Today that is not taken for granted.

I recently changed my landline from BT to Vonage. It was a really easy process and is far more economical. Well worth doing!

Excellent service and achieved everything they promised on time.

Please allow me to correct your reply to my review sent today (11th Mar). Not only did I send a complaint to your complaints escalation department on the 4th March I also chased this up with another complaint email on the 8th Mar.
I have also requested a credit several times to no avail. A customer of 10 years deserves better than this!

I contacted support to enquire about replacing the Vonage supplied HT801 with an older Vonage ATA box that I would buy secondhand. The response was that I would be sent an updated HT801 with no mention of returning the current ATA box. When I realised that I would be expected to return the original device (this had proved a nightmare previously with the warehouse not tracking the return) I immediately sent an email asking for the order to be cancelled unless the replacement either had updated hardware or firmware. I didn't get a response and a parcel was delivered. Well not really delivered, as it was abandoned outside and there was no delivery confirmation to trigger a search for it. Of course it's the same hardware revision and firmware version so unlikely to be any more stable. I'm happy to return it but this time you'll have to arrange for a courier to collect it or send me a pre-paid returns envelope.

Great customer service, very helpful & highly recommended. So pleased I have used Vonage for my digital voice