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Business Profile

Voice Over Internet Protocol Sales and Services

Vonage Residential

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Voice Over Internet Protocol Sales and Services.

Complaints

Customer Complaints Summary

  • 75 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/13/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Vonage has a live Terms and Conditions that isn't in any PDF for***. They direct you to the website for infor***ion, but don't have anything from when signed. We were set up for a three year agreement, and they say the sales order covers the Terms and Conditions, although there's nothing tangible there. They could update it at any point, and have assured me they didn't, but I have no way of knowing. We've recently lost functionality that we used to have. Based on that, we are exploring other options. They've auto***ically renewed us for an additional three years, we've satisfied the first three. We're looking to have our agreement terminated to month-to-month, as we believe this is a ***erial change in the agreement between us, that their services have now changed and we're unable to get the same access we've previously had.

    Business Response

    Date: 03/13/2025

    This complaint is regarding an issue with our Vonage Business platform, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.

    - Thank you


    Customer Answer

    Date: 03/17/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regards,

    *** *********

  • Initial Complaint

    Date:07/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 03/20/2024 I transferred my phone services to Vonage. On 03/24/2024, I applied for *** Registration with Vonage. Around the middle of May 2024, they shut off my *** Registration without a notice and told me to re-register for *** services which I did due to an FCC update. At that time, they advised me that it would take "a few weeks" and it also states this on the *** Registration page in my account. It is not over two months and there still is not resolution., Each time I call or send a ticket I receive the same canned response: "We are waiting for the carriers to approve it". I don't know why they cannot reach out to the carrier to address why it is taking so long for an approval as this adversely impacting me financially as people cannot get a hold of me. I just want a quick resolution to this long overdue issue.

    Business Response

    Date: 07/21/2024

    This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
    - Thank you

    Customer Answer

    Date: 07/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I have filed a complaint under the correct service for the company.

    Regards,

    *********************

    Business Response

    Date: 07/24/2024

    This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
    - Thank you

  • Initial Complaint

    Date:05/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Vonage is currently disabling *** due to some laws they are quoting but still charging for the services. We have complied with their requests for pictures of the *** registration,.

    Business Response

    Date: 05/22/2024

    This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
    - Thank you

  • Initial Complaint

    Date:02/16/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had services with Vonage payment was debited every month fro credit card. Credit card was expired and serveral attempts were made to update card information. Vonage has no customer service for contact to update information. Vonage has no Tech Support to contact . Vonage cancelled my services due to the expired card and now wants to charge ******* Several attmpts were made thru Emails phone call after phone just to get directed to virtual assistance that did not understand the what the contact was for. I reached out so many times with no reply.Im asking that the charge be resolve the services were cancelled. THE PHONES i AM RETURNING ASAP

    Business Response

    Date: 02/16/2023

    This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.

    - Thank you


  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have had the phone service since 2018. We noticed a sharp increase in our bill....OVER the past 6 months. When I called they told me additional lines were 'accidently' added to our account and OTHERS!! The numbers were numbers we had never seen before. We were told we would be reimbursed.....we haven't been reimbursed. I WONDER IF OTHERS HAVE BEEN NOTIFIED OF THIS HAPPENING TO THEIR ACCT. since I was told that it has happened to others.??!!We cannot access our ORIGINAL BILL INVOICE, which was suppose to be available online. In fact, none of the itemized bills are retrievable. Additionally we canceled our service on 9/6/2022 however we were billed AGAIN.

    Business Response

    Date: 10/18/2022

    This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.

    - Thank you

Vonage Residential is NOT a BBB Accredited Business.

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