Back in the summer of 2007, I wanted to add a second line in my home for my business. I first contacted my local phone company Qwest. I found that it was going to be more than what I really wanted to pay for a secondary line. So I checked into Vonage. Vonage is the broadband phone company that advertises low phone service for only $24.95 a month.
I decided to try it out and signed up. After all at only $24.95, it was less expensive than Qwest. However, I soon realized this was not going to be the case. Once you get signed up for Vonage, you still are charged all the taxes you basically get charged on your home line. So what was $24.95 became almost $32.00! This on top of service that wasn’t very great. It wasn’t horrible by any means, but it wasn’t great either.
After subscribing for 18 months I then decided it wasn’t worth continuing the service anymore. I went to the Vonage site to cancel service and that was an exercise in futility. You see, Vonage wants to make it as difficult as they can for you to cancel service. This was strike one. If a company is so proud of it’s products and services, you don’t have to hide how to cancel your service.
So after finally finding the number to call to disconnect, I was routed to one of my favorite places to talk with a customer service agent, INDIA! After getting the agent who I must say was friendly, I described my situation to her and that I wished to cancel. She at first attempted to try to persuade me to stay with offering a lower priced service package which I declined. At this point, she said she was sorry and would disconnect my service.
She further informed me that I would be charged a disconnect fee of $39.99. I was a bit taken back and said “Excuse Me?” She said this was standard procedure because I did not remain with Vonage for two years. I thought this was ridiculous and stated so. She said there was nothing that she could do and it was in the terms of service buried in legal speak. I became a bit enraged that for her simply clicking a mouse and disconnecting my service, I would be charged $40! At this point I wanted this conversation over. The agent though didn’t understand my frustration and continued on about how great Vonage is and the many new things they have planned. I finally had to raise my voice and tell her that no matter what she says I am no longer interested in ever being a Vonage customer again. Why does a company create a policy that it knows will upset it’s customers? I would be very curious to know what Vonage’s re-subscribe rate is from cancelled service. I’m sure not very high.
So I ask, does Vonage have that many disconnects that it has to charge $40 an account to terminate service? I learned a valuable lesson that day. Don’t spend $10 to save $1.
If I ever find that I need an additional phone line again, I will just call my local phone company. It will be easier and probably cheaper.
Keep Moving Forward!
Good info on here. However, it doesn’t sit well with me that you rip apart Vonage and then advertise for them on your site. The lack of consistency weakens your message.
All cell phone companies charge a disconnect fee. In fact, it’s a significant amount more than that. I know to cancel A T & T you have to pay $150 to cancel the subscription before the contact is up. It is ridiculous, but how things work.
Michael –
Interesting article as I am a Vonage subscriber and am looking into switching to Digis. By switching I figure I’ll save $17 a month. But first I have to pay Vonage $40 to cancel and pay Digis whatever they charge to install. And what if I’m then not happy with Digis? Or they suddenly raise their monthly price (similar to what Vonage did just a few months ago)?
Lame.