Vonage - Do You Really Want Vonage for Phone Service?

I've had Vonage phone service for over a year but just incurred an unexpected overdraft fee because of the Vonage automatic draft on my checking account that I forgot to anticipate. Anyway, I called Vonage to request invoicing rather than automatically drafting my checking account without warning.

Well, they told me that Vonage ONLY automatically debits your checking account, debit card, or credit card account each month. The customer service representative suggested I use a credit card - which I don't have. So then I was told I could go out and get a pre-paid debit card with the VISA logo on it and pre-load it with money so Vonage could charge that! I'm sure!

So I asked for my service to be canceled and said I would just add a second line through Comcast - which would cost less than Vongage service anyway. They then told me that as soon as I canceled my Vonage account, my checking account would be automatically drafted for an EARLY TERMINATION FEE. Apparently I was in a two year commitment because I got a discount for a few months when I signed up with them. Ouch.

I then asked them to issue me a credit for the month of service I just paid for in advance. They then told me that they do not issue credits for the unused portion of the month. What? EVERY phone company I've ever dealt with that bills you in advance will give you a credit back if you cancel services mid month. But not Vonage!

Cheez whiz!

Then they offered to charge me only half price for a year if I stayed with them! So I guess I should have threatened to cancel a year ago. I could have been paying half price the entire past year! Everyone - call up Vonage and threaten to cancel - you may get a half price offer!

So beware...

• The Vonage intro offers come with a long term commitment (2 years)
  
• If you cancel early, you will be charged an early termination fee
• You will be charged in advance of receiving services
• You will NOT get a bill
• Your bank, debit, or credit card account will be automatically drafted every month without any warning. (I always got an email from Vonage AFTER they drafted my account, but never before.)
  
• If you cancel your services mid month, you will not receive a credit or refund for the unused portion of the month

Other Not-So-Great Things About Vonage

• The service does not work unless you have an active Internet connection. If your Internet goes down, your Vonage phone service goes out.
• If your power goes out, your Vonage phone service will go out.
• You can get all kinds of weird quality issues.
  
• You have to install an extra modem, wiring, and power source to all the rest of your wiring - as if we don't have enough wires and modems under our desks already!!!
• If you call 911, 911 won't know where you are calling from - you have to tell them because Vonage is VOIP, not a land line.

"The nature of IP makes it difficult to locate network users geographically. Emergency calls, therefore, cannot easily be routed to a nearby call center. Sometimes, VoIP systems may route emergency calls to a non-emergency phone line at the intended department. In the United States, at least one major police department has strongly objected to this practice as potentially endangering the public." Wikipedia

Just so you know! To be fair, I'm not opposed to the technology. I'm opposed to their customer unfriendly policies. They are like a bank when they could be like a credit union. I do really like their customer service representatives. The Vonage customer service representatives have always been courteous and helpful - which is WAY more than I can say for the Verizon customer service representatives in the Verizon billing dispute centers.

Have you used Vonage? How was your experience with Vonage? Please answer in the comments...