How can I contact customer support in another country? You can access online customer support with any internet connection at support. We are offering live customer support via chat or you can dial 1- from any Vonage phone in any country. How soon can I start using my Vonage service once I sign up? If you ordered online, the total equipment delivery time may vary depending on the Shipping Option you selected.
Since Vonage adapters come plug-in ready, you can begin using the service as soon as you've completed the few installation steps and can hear a dial tone. Is Internet connection included with your service? Will I still receive calls if my power or Internet service goes out? Just set up your Network Availability Number when you sign up, and during an outage, all calls are forwarded to the landline or cell number you provided. Can I talk to other Vonage customers for free? The only exception is if you have a Toll-Free Plus number on your account; as with any number, it costs nothing for the people who call you.
Do incoming calls count against my monthly minutes? No, additionally there is no charge for outbound toll-free calls or Vonage-to-Vonage calls. The only exception is if you have a Toll-Free Plus number on your account.
How is Vonage different from traditional service? With Vonage , the physical address provided during initial sign-up is used to route your calls to a local emergency response center. Whenever you dial , your call goes immediately to your local Public Safety Answering Point PSAP and is answered by trained authorities in the emergency dispatch center that serves your area.
If Traditional methods are unavailable or fail, Vonage sends your call to the national emergency response center. Trained emergency response agents will then route your call to the appropriate local authorities.
Note: If you do not supply your correct address to us, your call cannot be routed to the corresponding emergency response center for your area.
Why am I required to provide an address for ? Since Vonage's emergency services operate differently than Traditional emergency service, during enrollment you'll need to tell us the street address where you will be using your Vonage service. To find out whether Dialing is activated for you, simply dial from your Vonage phone once your service has been activated.
Does Vonage work in the event of a power outage or Internet Service interruption? Vonage's Dialing service will not function in the event of a broadband or power outage, or if your broadband, ISP or Vonage service is suspended or disconnected. What is Enhanced and when will it be available in my area? Enhanced E service automatically delivers your location and callback number to local emergency services personnel.
You may already have E in your area, so in order to check just dial from your Vonage phone. If E is unavailable in your specific area at this time, it could be offered soon. In the upcoming months we will be rolling out E to many more states and communities. If you are an existing customer, we will notify you when we are able to offer E in your area. What address should I enter for Dialing if I plan to move? If you move your device to another address, you must update your information in your Vonage Online Account.
If you do not update your new address information, your calls may be sent to an emergency center that is near your old address.
For purposes of dialing, you can only register one address at a time per phone line. How do I update my address? Updating your address is quick and easy. Simply log in to your Vonage Online Account to make any necessary changes. Are my credit card transactions secure? Yes, all the information you enter and submit is secure. We use the highest level of security for all online transactions.
Vonage employs security technology from Trustwave, a globally trusted brand for Internet security and compliance. How does Vonage bill for services? Your billing cycle and Vonage service begins on the day you create your account sign-up with a credit card or electronic check. Thereafter, we debit the payment method on file in your Vonage Online Account on a monthly basis. Your monthly billing cycle begins with the day of the month on which you signed up for service.
How do I make a payment? There's no need to worry about remembering to make your monthly Vonage payment-it's automatic. You'll be charged every month on the same date using your payment method on file.
Your Vonage service and monthly charges will continue automatically unless you specifically request cancellation. If you've signed up with a promotional offer that entitles you to one or more free months of service, you'll see a charge and corresponding credit for that item. Will I receive a paper bill? No, but you can see your statement anytime by logging in to your Vonage Online Account.
You can also see past and present billing activity and print copies of your statements to keep for your own records. Where can I see a copy of my bill, including taxes and fees? You can view your current bill and previous bills in your Online Account. Your current bill displays the estimated charges to date, including taxes and fees. A previous bill itemizes all your charges for a previous bill cycle.
How do I get technical support? Where can I make a payment? To make things easy for you, we automatically bill the payment method you have on file each month. If you have a past due balance, you can pay it using your Online Account or by calling our automated payment hotline at Why is the amount on my bill different than the plan price?
There are a few possibilities. Your monthly statement includes the plan price, plus taxes and fees. If you signed up under a promotional rate, the promotion may have expired. And if you made any international or domestic calls not included in your plan, added a voice or fax line, or made other changes during your billing period, your bill could vary.
Is Vonage easy to install? Yes, very easy. All you need to do is connect your Vonage Phone Adapter to your high-speed Internet connection and your touchtone phone.
An installation guide is included with the adapter. I move quite a bit. Will I have to cancel my Vonage service and pay set-up fees every time? You can use Vonage in any location with a high-speed Internet connection without ever having to cancel your service or pay set-up fees more than once. You don't even have to change your phone number, but if you want, you can choose a new phone number without hassle through your Vonage Online Account. Do I need to contact my current phone service provider to transfer my number?
At the end of the online sign-up process you'll be required to "sign" an online authorization form that gives Vonage your consent to transfer your number. Once you submit that form, we'll notify your current service provider and begin the number transfer process. How long does the number transfer process take? It takes approximately 10 business days for your number to be successfully transferred after you've submitted an approved online authorization form.
Once that happens, you'll get a confirmation email. An eligible customer must be active and in good standing and subscribe to Vonage for two bill cycles. After approval of eligibility, allow 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.
Vonage Residential Support Enter a search topic. Order a New Vonage Adapter. Vonage service operates differently than traditional See www. 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 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.
Vonage Residential Support Enter a search topic. Setup Instructions Set up the Vonage Box phone adapter by connecting to your existing modem or existing router as outlined in the Quick Start Guide or by using the following step-by-step instructions.
Connect to Existing Modem Unplug the power cord from your existing modem. Leave your modem connected to your cable or DSL line that supplies your Internet connection. Unplug the existing Ethernet cable that connects your modem to your computer or router and plug into the yellow Ethernet port on the Vonage Box phone adapter.
Take the Ethernet cable provided by Vonage and connect one end to the blue Internet port on the Vonage Box phone adapter and connect the other end to your modem's Ethernet LAN port. Plug the power cord of your modem back into a power source. Wait 30 seconds and connect the Vonage Box power supply to the orange Power port and connect the plug end to a power source.
The LED blinks slowly if you have voicemail messages. Connect your phone cord to the green Phone 1 port on the V-Portal phone adapter. Pick up telephone handset and listen for a dial tone. Connect one end of the Vonage-supplied Ethernet cable into the blue Internet port on the Vonage Box phone adapter.
Connect the other end of the Ethernet cable into an unused Ethernet port on your existing router. No available port on router? Choose to connect to your existing modem or use following steps to free up a port on your router: Disconnect the existing Ethernet cable from your existing router that connects to your computer and connect that end to the yellow Ethernet port on the back of the Vonage Box phone adapter.
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