Vonage Residential | Support | Contact Us (2024)

Business Residential

Support Sign In/My Account Español

  • Topics

Vonage Residential | Support | Contact Us (2)

  • Getting Started & Installation
  • Technical Issue
  • Billing & Payment
  • Features & Settings
  • Calling Plans & International Rates
  • Reset Password & Update Account Info
  • Phone Number Transfer
  • Mobile Apps
  • Cancel
  • Order Vonage Service

Support HomeContact Us

  • Getting Started & Installation

    Activate a Retail Purchase

    Activate your Vonage adapterbefore you install it. During activation, you also select a calling plan, telephone number and provide your 911 address.

    Get Internet Service

    To use Vonage service, you need a high-speed Internet connection such as cable or DSL. Vonage does not supply Internet service. If you need to find an Internet Service Provider (ISP) in your area, seeGet Internet Service.

    Install Your Vonage Adapter

    In addition to your Vonage equipment (adapter, power adapter and Ethernet cable), you also need a telephone, a second Ethernet cable and a telephone cable.

    To install your Vonage adapter, follow the step-by-step instructions in ourinstallation video.

    Link a Mobile Phone to Your Service

    Link up to two mobile phone numbers to your Vonage service so you can make calls for the same rates as your Vonage home phone when you are on the go.

    • If you have an iPhone or Android, download theExtensions® Appto make and receive calls on the go.
    • If you do not have an iPhone or Android,link any mobile phone numberand make calls on the go.

    Transfer Phone Number to Vonage

    Your number transfer can take up to10 business days to complete. During this time, we assign a temporary phone number so you can receive incoming calls. Just connect a phone to your installed Vonage adapter to use your service while your transfer completes.

    To obtain status on your number transfer or to jot down your temporary phone number, sign in to yourOnline Account.

    Use Your Online Account

    There is nothing you need to do to set up your Online Account. It is created when you sign up for Vonage service.

    • If you do not remember yourUsername, sign in with yourVonage phone number.
    • If you do not remember your Password,reset it.

  • Technical Issue

    Feature Not Working

    Selective Call Block
    • Block up to 50 callsin your Online Account or using the Extensions App.
    • Whether you block a caller in Online Account or the Extensions App, your blocked list is merged.
    • Vonage validates all phone numbers. If a partial number is displayed or the area code and exchange are not valid, you cannot block that caller.
    • If a blocked caller calls you, they hear a message stating you are not available.
    Anonymous Call Block
    • Prevent callers whoblock their Caller ID displayfrom ringing your Vonage home phone or mobile phone linked by the Extensions App.
    • If you turn on this feature, these callers cannot reach you:Anonymous,Private,Private Number,Private Name,Number Private,Caller Private,RetstrictedandWithheld.
    • If one of these blocked callers attempts to contact you, they hear a message stating their call cannot be completed until their Caller ID is unblocked.
    Extensions App
    • Incoming calls ring your Vonage home phone and up to two phones linked by theExtensions App. To turn off incoming calls to the app only, open app and go toCall Settings.
    • Open app and go toRecentsto block a phone number with a swipe orCall Settingsto enter phone numbers manually.
    • Outgoing Caller ID shows your Vonage home phone number. Open app and go toCall Settingsif you want to display your mobile phone number on outgoing Caller ID.
    Voicemail
    • To pick upVoicemailfrom your Vonage home phone, dial* 1 2 3.
    • To pick up Voicemail from any other phone, dial your Vonage phone number and press*(asterisk) when Voicemail answers.
    • 1 2 3 4is your temporary Voicemail Password/PIN.
    Call Forwarding
    • Forward callsusing your Vonage home phone keypad or set up in your Online Account.
    • Calls can be forwarded to an international phone number and if the international number is not included in your Vonage calling plan, you can incur charges.

    Trouble Using Service

    Whether you have a problem with no dial tone, making or receiving calls or even audio issues, use ourSupport Toolsto help you troubleshoot the issue you are experiencing.

    Note: We are aware that there is a known compatibility issue for customers of Vonage who have AT&T U-Verse as their Internet Service Provider. If you are experiencing technical issues, specifically a lack of dial tone, please contact our Customer Support department so we can assist in fixing this for you.

    Vonage Adapter Not Working

    Before you request a replacement, make certain you have an Internet connection and review the instructions for youradapter typeto ensure you are properly set up. If your adapter is still not functioning correctly, you must Chat with Us or Call Us for a replacement.

  • Billing & Payment

    Change My Billing Date

    You can request that we change your billing date by Chat or Phone, if you have been a customer for 45 days and meet the following guidelines:

    • Account status is Active.
    • Next payment date is more than 4 days away.
    • Account is not on a promotional plan.
    • Current account balance is $0.
    • No phone lines are on the Annual Prepay Plan.
    • Billing date has not been changed more than three times in the past 12 months.

    Pay My Bill

    Vonage bills one month in advance and your payment method is automatically charged each month for the amount due. If payment is not collected, you will have a past due balance. You canpay a past due balance or make an early paymentup to $400 in your Online Account.

    Vonage does not accept payment by mail or in person.

    Understand My Bill

    Your current Vonage bill reflects estimated charges to date, including taxes and fees, for the current billing cycle. Your previous billing statements itemize all the charges from a past billing cycle.

    Sign in to yourOnline Accountto review all of your billing information.

    Update Payment Information

    You can change or update your payment information (credit/debit card or checking account) in yourOnline Account.

    If your payment method is a credit or debit card, you can also update this information using theAutomated Payment Hotline. Make certain you have a valid credit/debit card information and your Vonage Security PIN when you call.

    View or Print My Bill

    Vonage supports paperless billing only. All your billing information, including taxes, fees and payment details, is available in yourOnline Accountto view or print as needed.

  • Features & Settings

    Block/Unblock Phone Numbers

    Whether youblock phone numbersin your Online Account or using the Extensions App, you can prevent up to 50 numbers from ringing your Vonage home phone and any phone connected by the app.

    Forward Calls

    TurnCall Forwardingon and off in your Online Account or from your Vonage phone. When the feature is on, it remains on until you turn it off.

    You can forward incoming calls to any one phone number, including any international number.

    Set Up Extensions App or Link Mobile Numbers

    Link up to two mobile phone numbers to your Vonage service so you can make calls for the same rates as your Vonage home phone when you are on the go.

    • If you have an iPhone or Android, download theExtensions® Appto make and receive calls on the go.
    • If you do not have an iPhone or Android,link any mobile phone numberand make calls on the go.

    Use Voicemail

    YourVoicemailis turned on as soon as your Vonage service is activated, even if your Vonage adapter is not yet set up.The first time you call Voicemail, you will be prompted to set your PIN and record your greeting. You can change these at any time.

    Some Voicemail changes are done on the phone. Other changes such as your Ring Count can be set in Online Account.

    View All Features

    Free. Included with Vonage Service

    3-Way Calling
    Anonymous Call Block
    Caller ID and Caller ID Block
    Call Forwarding
    Call Hunt/Ring Lists
    Call Return
    Call Transfer
    Call Waiting
    Directory Assistance Call Block
    Do Not Disturb
    Extensions App
    Linked Mobile Numbers
    International Call Block
    Network Availability Number
    Selective Call Block
    SimulRing
    Voicemail

    Paid Services

    Vonage Fax Line
    Toll Free Plus
    Virtual Number
    Vonage Softphone

  • Calling Plans & International Rates

    Change My Calling Plan

    Sign in to yourOnline Accountand selectChange Planfrom theSummarytab.

    Check International Rates

    Use ourInternational Calling Rate Toolto view the rates to call landlines and mobiles in a specific country based on your calling plan.

    If you are unsure what calling plan you have, sign in to yourOnline Accountto find this information.

    Compare Calling Plans

    Before you add another voice line or change your current calling plan, review our list ofavailable calling plans.

    While you can add or change to most calling plans in your Online Account, there are some instances where you must Chat or Call Us for assistance.

    Make an International Call

    To place a call to an international location, use the following dialing instructions. Refer toInternational Country Codes, if needed.

    • From U.S. phone number to Canada:1 + area code + number
    • From U.S. phone number to Puerto Rico, Bermuda, and other territories:1 + area code + number
    • From U.S. phone number to other locations:011 + country code + area code + number

    View Included and Paid Features

    Free. Included with Vonage Service

    3-Way Calling
    Anonymous Call Block
    Caller ID and Caller ID Block
    Call Forwarding
    Call Hunt/Ring Lists
    Call Return
    Call Transfer
    Call Waiting
    Directory Assistance Call Block
    Do Not Disturb
    Extensions App
    Linked Mobile Numbers
    International Call Block
    Network Availability Number
    Selective Call Block
    SimulRing
    Voicemail

    Paid Services

    Vonage Fax Line
    Toll Free Plus
    Virtual Number
    Vonage Softphone

  • Reset Password & Update Account Info

    Change 911 Address/Set Out of Country

    Set up or change your 911 address in yourOnline AccountinFeatures & Settingssection under theAdapter & 911 Settingstab.

    Change Phone Number

    Sign in to yourOnline Accountand selectChange Your Numberfrom theSummarytab.

    Forgot Username/Password

    To sign in to yourOnline Account, you need your Username and Password.

    If you have forgotten your Username, use your 10-digit Vonage phone number instead. If you have forgotten your Password, you canreset it.

    Modify Shipping Address

    Go to theProfiletab in yourOnline Accountnow to update your username, password, email address, phone number, billing address and other profile information.

    Update Email Address

    Go to theProfiletab in yourOnline Accountnow to update your username, password, email address, phone number, billing address and other profile information.

  • Phone Number Transfer

    Correct Number Transfer Issue

    When you check your number transfer status in yourOnline Accountand an issue is identified, instructions on how to resolve are also outlined.

    Get Phone Number Transfer Status

    You can find updates on the progress of your number transfer to Vonage in yourOnline Account.

    If additional information is needed to complete the number transfer or if an issue is encountered, you will be directed to the resource resolve.

    Transfer Phone Number

    It takes up to ten business days to complete thenumber transferto Vonage once your Number Transfer Authorization (NTA) form has been completed and submitted.

    Be certain to have a bill from your current phone provider to help you complete the form accurately and prevent any delay in completion of the number transfer.

    Transfer Phone Number with DSL Service

    Before you transfer your phone number to Vonage, contact your DSL Internet service provider to request theyconvert your DSL service to stand-alone service. If the stand-alone service is not set up before your transfer completes, you will lose your Internet service and the ability to make phone calls.

    Checknumber tranfer statusin your Online Account to obtain the date the transfer will complete.

    Use Service During Number Transfer

    When you transfer a phone number to Vonage, you are assigned aTemporary Virtual Numberthat is removed when the transfer is complete. Because you have a temporary number, you can make and receive calls as soon as you set up your Vonage adapter.

    Sign in to yourOnline Accountto view your Temporary Virtual Number and check the status of your number transfer.

  • Mobile Apps

    Available Vonage Apps

    Vonage offers three apps that can be downloaded to your iPhone or Android phone: Vonage Extensions, Vonage Mobile and Vonage Business.

    • Use theExtensions Appto link up to two phone numbers to your Vonage service so you can make and receive calls on the go for the same rates as your Vonage calling plan.
    • To use theVonage Mobile App, a Vonage calling plan is not needed. Instead, purchase talk credits so you can make low cost international calls on up to five linked devices. You can additionally talk, text and exchange video chats worldwide for free with other Vonage Mobile users.
    • With theVonage Business App, customers continue to have access to the full functionality of their business plan on the go.

    Download/Use Extensions App

    Supported Devices:

    • Apple iPhones 4 and higher
      (iOS 7 and higher)
    • Android phones
      (OS 2.3.3 and higher)

    Download and Install:

    SeeExtensions Appfor details on how to use. You can also visit the Help Center within the app.

    Download/Use Vonage Business App

    Visit businesssupport.vonage.comfor information on how to download and use the Vonage Business App.

    Download/Use Vonage Mobile App

    1. Go to your app store.
    2. Search for Vonage Mobile.
    3. Install the app.

    SeeVonage Mobile Appfor details on how to use. You can also visit the Help Center within the app.

  • Cancel

    Cancel Service

    Vonage does not offer the ability to cancel your service online or through email. You must contact Vonage by phone at 1-732-944-0000.

    Change My Calling Plan

    Sign in to yourOnline Accountand selectChange Planfrom theSummary tab.

    Compare Calling Plans

    If your current calling plan is not providing you with benefits you need, review our list ofavailable calling plansto consider your other choices.

    Relocate & Keep Service

    Whether you are moving across town, across the country, or overseas, there is no need to cancel your Vonage service. You can keep your Vonage account active, take your adapter with you, and link your mobile number to make calls during your move. Go toMove with Vonagefor the details.

    Trouble Using Service

    Whether you have problems with no dial tone, making or receiving calls or sound (audio) issues, use ourSupport Toolsto help you troubleshoot the issue you are experiencing.

  • Order Vonage Service

    Add Calling Plan (Voice Line)

    You can add a second voice line to your Vonage service through your Online Account. The cost for your additional line depends on the calling plan that you choose.

    SeeCompare Calling Plansfor descriptions and pricing of our various plans.

    Add Services

    You can add the following services to your account:

    • Fax Line
    • Virtual Number
    • Toll Free Number
    • SoftPhone

    Order a New Vonage Adapter

    You can order a new adapter when youadd an additional phone line.

    If you need to replace a defective Vonage adapter, Chat or Call us for assistance at 1-732-444-0000

    Sign Up for New Service

    You can sign up for Vonage service online 24/7.

    • For details on our residential calling plans to call internationally or in the U.S. only,click hereto learn more and to sign up.
    • For information about our small business calling plans, visitbusiness.vonage.com.

  • Vonage Support
  • Support
  • FAQs
  • 911 Dialing
  • Retail Activation
  • About Us
  • Contact Us
  • Careers
  • Investor Relations
  • Vonage Corporate
  • Blog

Vonage Residential | Support | Contact Us (3)

© 2024 Vonage

Legal Privacy PolicyE911

¹Unlimited Calling is based on normal residential, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

HIGH-SPEED INTERNET REQUIRED. VALID FOR NEW ACCOUNTS ONLY. RATES EXCLUDE INTERNET SERVICE, FEES AND TAXES. Extensions® permits inbound and outbound calling on up to two additional registered phones at the home calling plan rates. If you subscribe to plans with monthly minutes allotments (for example, U.S. & Canada 400), all call minutes placed from both your home and registered Extensions® phones will count toward your monthly minutes allotment. Extensions® calls made from mobiles use data or airtime and may incur surcharges, depending on your mobile plan. The number transfer process takes approximately 10 business days from the time you confirm your transfer request. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

†Limited time offer. Valid for new customers only who are residents of the 48 contiguous United States, 18 years or older. Cannot be combined with any other promotional offer. Offer good while supplies last. Limited one prepaid or gift card ("Card") per household. An eligible customer must be active and in good standing and subscribe to Vonage for two bill cycles. After approval of eligibility, allow 5-10 business days for the Card to be issued. Terms and conditions are applied to the Cards. Vonage has the sole right to decide all matters and disputes arising from the Card, and all decisions are final. All taxes on Cards are solely Customer's responsibility. Vonage is not responsible for any damage to the Card sustained during delivery or product defects of any kind. In the event that the Card becomes unavailable for any reason, Vonage reserves the right to provide a substitute of similar type and value. Visa prepaid card is issued by MetaBank®, Member FDIC, pursuant to a license from Visa U.S.A. Inc.

© 2024 Vonage

Vonage Residential | Support | Contact Us (2024)

FAQs

Vonage Residential | Support | Contact Us? ›

Existing Vonage

Vonage
Vonage (/ˈvɒnɪdʒ/, legal name Vonage Holdings Corp.) is an American cloud communications provider operating as a subsidiary of Ericsson.
https://en.wikipedia.org › wiki › Vonage
for home customer looking for support? Call 1-732-944-0000. Looking for new residential home phone service? Check out Vonage for Home.

How do I contact Vonage residential customer support? ›

You must contact Vonage by phone at 1-732-944-0000.

How do I cancel Vonage residential? ›

Call us at 1-732-944-0000.
  1. Monday through Friday: 9 AM to Midnight ET.
  2. Saturday and Sunday: 9 AM to 8 PM ET.
Oct 19, 2022

What is the phone number for Vonage partner support? ›

24/7 Support:

1-888-616-6414. businesssupport.vonage.com.

Is Vonage owned by AT&T? ›

Headquartered in New Jersey, Vonage became a wholly-owned subsidiary of Ericsson in 2022.

How do I make a call with Vonage? ›

Click on the Dial Pad icon on any tab. This will bring up the dial pad to manually type in a number and make calls. When calls are initiated, all Vonage Business devices will ring and a screen pop will appear on the desktop. Once the call is accepted, VonageConnect will connect the call to the destination number.

How much does it cost to cancel Vonage? ›

An Early Termination Fee is assessed when an account with an Agreement is canceled after the 30 day Money Back Guarantee but before the 12-month Agreement term has ended. The Early Termination Fee is either $120 or $60, depending on the calling plan.

Can I cancel Vonage at any time? ›

You can choose to terminate immediately or on a date up to 30 days in advance.

How do I get out of a Vonage contract? ›

You can choose to terminate your service by providing a minimum of 30 days notice. Early termination charges, including any other outstanding account fees, may be charged if you terminate before your contract Minimum Term has expired.

What happened to Vonage? ›

In July 2022, Ericsson completed its acquisition of Vonage for $6.2 billion.

Is Vonage owned by Verizon? ›

Ericsson-owned Vonage and US communications service provider Verizon have signed a memorandum of understanding (MoU) outlining their intention to introduce Verizon network Application Programming Interfaces (APIs) to the Vonage platform that will enable the developer community to access network services and ...

Is Vonage still good? ›

Our Expert Opinion. Vonage is a good option for larger businesses that handle a high call volume as it offers unlimited calls and texts, high call quality and unlimited team messaging.

Is Vonage a landline or VoIP? ›

These days, businesses and customers communicate in more ways than ever before. Instead of just calling a phone, they send texts, host videoconferences, use emails, and more. To that end, VoIP providers like Vonage looked to create the most seamless, all-in-one, easy-to-use communication platform.

Is Vonage a landline phone service? ›

No, Vonage is not a traditional landline phone service. It is a Voice over Internet Protocol (VoIP) service provider. Vonage uses the internet to transmit voice calls instead of traditional telephone lines.

How much is Vonage per month? ›

How much does Vonage cost per month? Vonage starts at $19.99 for its entry-level plan, but discounts are available for users who purchase five, 20 and more than 99 user accounts. Vonage's most advanced plan ranges from $34.99 to $39.99, depending on the number of user accounts you plan to buy.

What happened to Vonage phone service? ›

On 22 November 2021, it was announced that Vonage would be acquired by Ericsson in a US$6.2 billion all-cash purchase. The acquisition was completed on 21 July 2022. According to the press release, Ericsson will acquire all of Vonage's outstanding shares at an all-cash price of US$21 per share, a 28% premium.

Does Vonage have a chat? ›

Contact Centers

Customer Community Hub For Legacy NewVoice Media: submit and track support requests for your account, add and view all attachments for existing cases, access product documentation and discussion forums, chat with an expert via our new 'live chat' facility and close and re open cases with one click.

Do you need a special phone for Vonage? ›

Phones must be SIP (session initiated protocol) capable to work with Vonage Busines service. Prior to troubleshooting a service issue, ensure that your phones are updated to the newest recommended firmware version.

Top Articles
Latest Posts
Recommended Articles
Article information

Author: Frankie Dare

Last Updated:

Views: 5445

Rating: 4.2 / 5 (53 voted)

Reviews: 92% of readers found this page helpful

Author information

Name: Frankie Dare

Birthday: 2000-01-27

Address: Suite 313 45115 Caridad Freeway, Port Barabaraville, MS 66713

Phone: +3769542039359

Job: Sales Manager

Hobby: Baton twirling, Stand-up comedy, Leather crafting, Rugby, tabletop games, Jigsaw puzzles, Air sports

Introduction: My name is Frankie Dare, I am a funny, beautiful, proud, fair, pleasant, cheerful, enthusiastic person who loves writing and wants to share my knowledge and understanding with you.