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Vonage I emailed them earlier (see below) and like ifd001 got a standard form letter in

I emailed them earlier (see below) and like ifd001 got a standard form letter in response that completely failed to address any of the points I raised.

I fully intend to contact BBC Watchdog to see if they can get some sort of clarification out of the company where everyone else has failed, but as Cherimoya points out I suspect that it's probably time to start looking for an alternative Voip provider as Vonage's days are almost certainly numbered. The tragedy being that when you compare what the likes of BT and Virgin are offering, with extra charges for pretty much everything, this service would be fantastic value even if it were twice the cost. I have a feeling this all goes back to the legal problems with Verizon in the US and that the UK arm of the operation is just a victim of circumstances beyond its control.


Dear Sir / Madam,

As a UK customer I received an email earlier today informing me of the introduction of a 'fair usage' policy for international call-plan users. I expected this to be set at a reasonable level; however on closer examination I realised that the new limit of 2000 minutes actually equates to a little over an hour a day. I specifically ordered the Vonage service to allow me to stay in touch with my fiancee, another Vonage subscriber who lives in the US. Being so far apart and only able to visit one another for short periods we frequently talk for more than an hour a day - and this policy will seriously impact on our relationship.

I am disappointed that your website and advertising was still (as of 9pm) advertising the service as 'unlimited' international and UK telephony with 'no limits on calls' when it is quite clear that this is no longer the case. I am horrified that the 'Vonage-to-Vonage' section of your site is still claiming that you can 'talk as long as you like' when that has not been so since April 14th. I am dismayed that as with the recent move to credit card-only payments you have chosen to betray the goodwill of your UK subscribers (especially since, from what I can gather, these measures are limited to the UK only). And I am frankly fuming that Vonage sees fit to treat its loyal users in this manner with very little offered by way of explanation.

Until recently I was a true devotee of your service. I was happy to recommend it to others and rave about the free features and low costs. I am now seriously considering cancelling a product which will no longer serve my needs and which will soon become vastly inferior to that I signed up for with no corresponding reduction in price. I appreciate that the service as previously offered was very good value and would even be willing to pay a modest increase in order to continue my present rate of usage, but the wording of the fair usage policy seems to suggest that this is not to be offered as an option.

I am also annoyed that despite various calls to Vonage customer services, none of the operatives appeared to have been briefed on these changes and seemed as surprised at the sudden deluge of UK calls as I was to receive the notification email in my inbox. No-one I spoke to was able to advise me whether calls from a Vonage line to another, international Vonage user were included in this policy. I appreciate that this is probably not due to a failing on the part of the staff I contacted but a catastrophic breakdown of communications between the frontline staff and management.

I am extremely disappointed at the distinctly UNfair conduct of Vonage UK in this matter, and should I not receive a satisfactory reply to my points (I didn't spend twenty minutes writing an email to illicit the usual standard reply from an automated server) I shall be contacting Trading Standards and the BBC's 'Watchdog' programme at the earliest opportunity.

Many thanks,

Richard Edwards

Read The Full Thread:

Vonage Fair Useage Policy?

WTF! Got this email in my system: Dear From today 25 April 2008 to
I just received this email and checked the TOS - 2000 mins basically equates to
I'm in the same situation as you with an american fiance who I call virtually every
Unfortunately I don't know; as with Vonage we both downloaded the Skype program,
Page 1 of the Vonage UK website today carries the banner "No limits on calls", you
I too got the email and straightaway emailed customer services, I too had done
If you want to cancel seems they slightly contradicting you? If you do not
It seems a bit of a contradiction offering an "unlimited calls" plan, but then
I'm in the same situation as Nutter and Richie (didn't realise there were so many

richie79 posted "I emailed them earlier (see below) and like ifd001 got a standard form letter in" on 04/25/2008

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, 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.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See for details.

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