Vonage Residential | Support | Contact Us (2024)

• 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

  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:

  • Vonage Extensions for iPhone
  • Vonage Extensions for Android.

  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.