Frequently Asked Questions about
Vonage Phone Service
You Ask - Vonage-FAQ.com Answers
Here are frequently asked questions in regards of Vonage VoIP phone service:
- What are the pre-requirements for the Vonage service?
- Besides a phone adapter, is there any other hardware needed for Vonage service?
- Does Vonage provide Internet service?
- Do I have to keep my local phone service provider?
- Can I use my existing regular phone device with the Vonage service?
- Does my computer have to be ON all of the time?
- Can I use the Vonage service while I travel?
- Can multiple phones be used with the Vonage service?
- What kind of Internet connection I need in order to use the Vonage Service?
- Do I have to sign a contract in order to start using the Vonage service?
- Does Vonage offer a Money Back Guarantee?
- Is Vonage like a cell phone? Can it be used outside of one's home?
- How much I can save with the Vonage phone service?
- Which payment methods are accepted by Vonage?
- How does Vonage billing work?
- What is Vonage V-Phone?
- Can I use my own answering machine instead of Vonage server based voice mail?
- How fax machines work with the Vonage phone service?
- Does Vonage accept collect calls?
- Does Vonage provide Toll Free service?
- Can I reset my user preference settings on Vonage Companion?
- How many phones is supported by one Vonage line?
What are the pre-requirements for the Vonage service?
In order to accommodate Vonage phone service, you need the following:
- A high-speed (broadband) Internet connection such as Cable or DSL
- A US billing and shipping address
- A Vonage Phone Adapter. You may also choose from several types of phone adapters that Vonage offers, which will be shipped directly to you, or you may purchase a Vonage-enabled adapter directly from a retailer
- Any touch-tone phone, corded or cordless
Besides a phone adapter, is there any other hardware needed for Vonage service?
No. All you need is a high-speed Internet connection and your telephone.
Does Vonage provide Internet service?
No. Vonage provides VoIP phone service only. You can check for high-speed Internet service availability in your area by querying Google for high speed internet service.
Do I have to keep my local phone service provider?
No. With Vonage, you get local and long distance phone service, plus many additional free features. Learn more about Vonage plans and features.
Can I use my existing regular phone device with the Vonage service?
Yes. Once you subscribe with Vonage, you will get your free phone adapter that allows you to use your regular phone device.
Does my computer have to be ON all of the time?
No. Vonage phone service utilizes your Internet connection only, not the computer.
Can I use the Vonage service while I travel?
Yes. You can use Vonage service while your travel through US and Canada as long as you have high-speed Internet connection available. While the service may work just fine, Vonage does not guarantee it outside of those countries as there may be some restrictions on using VoIP service.
Can multiple phones be used with the Vonage service?
Yes. You can use multiple phones with Vonage service by using multiple jack extensions, cordless phones with extra handsets, wireless phone jacks.
What kind of Internet connection I need in order to use the Vonage Service?
High-speed Internet connection is needed for Vonage service. Companies like Adelphia, Comcast, Optimum Online, Verizon and TimeWarner are providing broadband service that is compatible with the Vonage phone service. From technical standpoint, any high-speed connection like cable, DSL, satellite, fiber optics or other will work (with minimum of 30 kbps at its slowest settings both upload and download). Please note that this is a minimum. The recommendation is 90 kbps. Check your Internet connection speed now >>
Do I have to sign a contract in order to start using the Vonage service?
No. There is no contract with Vonage. Still, be sure you know the cancellation policy as some terms apply to Vonage's Free Month offer.
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Does Vonage offer a Money Back Guarantee?
Yes, Vonage has Money Back Guarantee policy. Terms are:
- You must cancel your service within 30 days of the activation of your account.
- You must not exceed 500 minutes of usage in the first 30 days of service.
- You need to obtain a valid return authorization number from Vonage.
- You must return your equipment within 14 days of your cancellation.
- You are responsible for any charges for overage, international or directory assistance calls.
- All returned equipment must be in the original packaging with the UPC or bar code intact.
- All components, manuals and registration card(s) must be included.
- Some taxes may not be refundable (sales taxes are refundable).
- The Money Back Guarantee will not be issued if you fail to meet these requirements.
You are responsible for return shipping.
Is Vonage like a cell phone? Can it be used outside of one's home?
No. Vonage service is not like of cell phone providers but it has many cell phone like features which can be achieved through usage of V-Phone or WiFi phone. V-Phone is a small earpiece that turns any PC (desktop or laptop) with high-speed Internet connection into your Vonage phone, no matter where you are. WiFi phone works within the range of your wireless router or any wireless hotspot in the world. More about Vonage products...
How much I can save with the Vonage phone service?
With Vonage phone service, you can make huge savings, depending on your calling needs and habits. The start-up and ongoing cost examples in certain areas of US can be seen on at Savings with Vonage Phone Service page.
Which payment methods are accepted by Vonage?
As a payment method, Vonage accepts Visa, MasterCard, Discover, and American Express credit or debit cards. Vonage also accepts preauthorized check payments.
Verification and update of your payment information can be done at anytime through your Vonage Online Account.
For security purposes, Vonage cannot update payment information through email.
Vonage bills automatically on monthly bases. The date of your sign up will be your date of your monthly billing cycle (date when you get invoiced). Accounts that accrue more than $75 can be charged at any time during the billing cycle. This means you can be charged more than once a month.
The V-Phone is the Vonage Talk softphone and a USB memory stick combined in one unique, easy-to-use device. It is portable - simply plug the V-Phone into the USB port of any Windows PC with broadband Internet connection and start making calls. Move it from home to office, use it wherever you travel; Vonage Talk is fully resident on the V-Phone, so no software is loaded onto the host PC.
Can I use my own answering machine instead of Vonage server based voice mail?
If you wish, you CAN use your existing answering machine with Vonage. All you need to do is DISABLE Vonage’s server based voicemail system by logging into your account at www.vonage.com, and clicking on features. The voicemail menu will allow you to disable the entire Vonage voicemail system. Keep in mind that there are several unique features of Vonage’s voicemail that make it superior to any answering machine, so you may want to reconsider. Some of those differences are:
- You can store up to 150 messages on your Vonage Voicemail.
- Messages can be up to 5 minutes long each.
- You can access your voicemail in one of three exciting ways:
- Access phone number
- Logging into your account at www.vonage.com
- Get emails sent to an email of your choice, with the message as an attachment or not!
How fax machines work with the Vonage phone service?
Fax machines work well with Vonage! Whether you want to just fax intermittently over your regular Vonage line, or acquire a dedicated second number for faxing, Vonage truly has you covered. A few notes on newer fax machines:
- To increase your fax success rate, turn the baud rate on a fax machine all the way down to 9600 or its lowest setting.
- Disable ECM (error correcting mode) if present on the fax machine.
- Dial #99 before dialing as normal:
- This sets the calling codec to its highest possible setting for a one time call, increasing the call quality.
Does Vonage accept collect calls?
No. Per Vonage's TOS, Vonage phone service does not support 0+ or operator assisted calling, including, without limitation, collect calls, third party billing calls, 900, or calling card calls.
Does Vonage provide Toll Free service?
Yes. Vonage provides Toll Free number service called Toll Free Plus. It costs $4.99 per month which includes 100 incoming minutes. Each additional minute is $0.0049 (4.9 cents).
Can I reset my user preference settings on Vonage Companion?
Yes. You can reset your user preference settings on Vonage Companion.
Note: This action will remove all your contacts from My Contacts and your call history will be deleted.
How many phones is supported by one Vonage line?
The number of phones Vonage customers can have in their homes is based on a factor called Ring Equivalence Number (REN). REN denotes the number of load telephones on one line, that are physically wired, via phone cables, splitters, and house wiring. This number can usually be found on the bottom of the phone. The total sum of the individual phone REN numbers for Vonage Phone Adapter must add up to 5 or less per line.
Wireless handsets do not supply a REN, therefore they do not need to be added. The number of wireless handsets that can be used is limited only to the amount the wireless handset’s base can support.
