Vonage Business Communications

We have a small business call/text line that we moved from another carrier. We were told that if we went through the sms registration pre approval we would have a seamless transition of our call and text function. So we did all the pre approval to make sure we didn’t have a service interruption for our customers. We ported number Friday am. SMS function did not work. We’ve called customer service no less than a dozen times. We’ve been told that it should be working in 3-4 hrs, 2-3 days, engineers are working on it, it’s been ‘escalated’, oops hasn’t been escalated but is now, it’s a carrier problem, the number just isn’t synced in their system etc etc. Today is 4 days in, still not resolved, and Charles at customer service informed me that it has not yet even been assigned to a tech specialist - hopefully that will happen tomorrow. We asked for a supervisor to call, update and expedite. You can’t hold for them and I’ll just let you guess if they call ya back🤣. With their lack of customer service and inability to promptly fix a glitch on their end, I certainly would not recommend for anyone planning important business communications.

This is the most inconsistent app I’ve ever used. The desktop program is almost as bad. Every day I experience dead air in calls, get random notification that I have a ‘New Voicemail’ when I don’t and will not work with my 5G network. I bring this to the attention of my business admin and the response she receives when she notifies Vonage of an issue is always the same generic verbiage that is not helpful at all. They advise uninstalling and reinstalling the app or opening and closing the app. How does a company think that is acceptable? I shouldn’t have to uninstall and reinstall something daily for it to work properly. Praying my admin ends service with Vonage and switches us back to Ring Central. Aside from being more reliable, Ring Central has better features as well like customized away messages. Giving two stars because the audio quality when successfully on a call is good.

I have had using Vonage Business for the last 7 years at my law firm. I originally shifted over from conventional land lines phones for price and features. I loved the customer service and ability to communicate via chat to clients through the Vonage app where it would use my office number. HOWEVER, Vonage as slowly but surely gone to the crapper. They no longer have a live person to speak with in customer service! You must now chat with someone online after waiting 20 minutes. Call quality from iPhone app is horrendous. Always dropping calls or robotic sounding. Real professional sounding! Probably the most disappointing feature of Vonage? You cannot send mms ( Multimedia Messaging Service)! What does that mean? You cannot send images or files to customers via text! You can download from the App Store about 25 free messaging service apps that have the ability to send photos to other people! When I “chatted” with customer support about this, they told me, “well you can send images to other internal users within your firm, just not to external customer numbers.” Well, that’s just great! You can even send images through MagicJack! You know, the “as seen on tv” device!!! Looking to switch my 9 lines to Ooma.