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Vonage FAQs

Have Questions about Vonage and looking for answers? Review our FAQs.
How Vonage Internet Phone Service Works

What is Vonage Extensions™?

Extensions™ is a feature of Vonage service that allows you to associate one non-Vonage telephone number to each of your Vonage lines. You can enjoy the same low international rates as your Vonage home calling plan from any phone, even mobiles, at no extra charge.

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Can I have more than one Extension?

Yes, you can add a second Extension to your Vonage plan for only $4.99/mo. (plus tax). It's fast and easy to register, and you'll enjoy unlimited¹ calling or low per-minute rates, the same as your Vonage home plan. Log in and sign up in your Online Account today! Adding a second Extension is available on all plans except World Premium Unlimited.

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How do I make international calls using my Extension?

Your Vonage Extension line will have the same International plan as your Vonage home calling plan, so if you're regular line is Vonage World, then so is your mobile. International calling when you want, when it's convenient for you.
  1. Dial your access number from your registered phone.
  2. Enter your PIN.
  3. Dial the international destination number.

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How is the sound quality with Vonage?

Vonage call quality is comparable to that of traditional landline or mobile phone service.

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What do I need to get started with Vonage?

In order to use Vonage service, you will need the following:
  • A broadband Internet connection, such as cable or DSL.
  • A U.S. billing and shipping address.
  • A Vonage Phone Adapter is included with your online purchase, shipped Priority, at no additional charge when you place your order online! (Excludes shipping to AK & HI)
  • Any touch-tone phone, corded or cordless.

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Do I need a computer to use Vonage?

All you need is a, high-speed Internet connection, a touchtone phone, and a Vonage phone adapter. Priority shipping of your free Vonage phone adapter is included at no additional charge when you place your order online! (Excludes AK & HI.)

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What are the per-minute rates to mobile phones not included in my plan?

If your plan does not include calls to mobile phones for the country you call most, you will still get GREAT per-minute rates for those calls too!

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Will I still receive calls if my power or Internet service goes out?

Yes. Just set up your Network Availability Number when you sign up, and during an outage, all calls are forwarded to the landline or mobile number you provided.

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Are calls to mobile numbers free with Vonage World?

Vonage World includes free unlimited¹ calling to cell phones in the Bahamas, Brunei, Canada, China, Guam, Hong Kong, India, Macau, Malaysia, Puerto Rico, Saipan, San Marino, Singapore, Thailand, the United States and the US Virgin Islands. See included countries list

If free unlimited calling to cell phones is not included for the country you call most, you still get GREAT per-minute rates for those calls too.

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Are there any restrictions for "unlimited calling"?

Our worldwide phone service is for normal residential use only and may not be used for commercial or other special purposes. See our Reasonable Use Policy and Terms of Service for more information.

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Is an Internet connection included with your service?

No. In order to use Vonage service, you'll need to have broadband Internet service from a third-party Internet Service Provider (ISP). Vonage works with any high-speed Internet service (such as DSL or cable).

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How can I get a Fax Line with Vonage?

After you have established service with Vonage you can add a fax line through your Online Account. Residential customers can quickly add a fax line at any time for only $9.99 per month (plus taxes and fees). For business customers, a fax line with unlimited incoming and 500 minutes of outgoing fax service to the US, Canada and Puerto Rico is included at no extra charge. Activating your fax line is quick and easy from your Online Account.

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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. Free Priority shipping is included at no additional charge when you place your order online! (Excludes AK & HI)

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Does Vonage provide installation services?

Yes, although Vonage is easy enough for most users to install on their own. For more technical installations, or to make all the phone jacks in your home or office work with Vonage, we have professional installers who can help. Home installation guide.

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Which countries are included with Vonage World?

Vonage World includes unlimited calling to landline phones in all cities and locations in more than 60 countries. Plus, it also includes unlimited calling to mobile phones in select countries. See included country list.

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Can I use my Vonage phone line to send a fax?

Yes, you can use your Vonage phone line to send faxes. Simply connect your phone line to your fax machine, ensure that the Baud Rate on your machine is set to 9600, and you are ready to send or receive a fax. Even though you can use your main phone line to send faxes, it is highly recommended to have a dedicated fax line.

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What are "Special Numbers"?

Special Numbers are designated as Non-Geographic, Satellite and External Territories. Some examples of special numbers are:
Australia External Territories, NGN Special Services, LCFA Special Services, NCFA Special Services, audiotext Special Services (telephone-based audio information or entertainment programs such as horoscopes, sports information,etc.), SpaceMob Special Services, Ellipso Satellite System, EMSAT Special Services, Global MobilSatServ Special Services, Globalstar - Avrasya Special Services, Inmasat Special Services, Iridium Special Services, MCP Network Special Services, Oration Special Services, Satellite Network Special Services, Satellite Special Services, UPT.

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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.

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How do I add more lines with my order? (including fax)

Additional lines (including fax lines) can be added by logging into your Vonage Online Account once your primary number is activated with your initial order. If you are planning to order more than one phone line with Vonage you must first complete your order online, and then log into your Vonage Online Account to add the additional phone lines and/or fax lines.

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Can I transfer my number to Vonage and how long will the number transfer take?

The number transfer usually takes 7 to 10 business days from the time you complete the Number Transfer Authorization (NTA). If there are any issues, Vonage will email you or call you on the contact information you have on file. You can check the status of your number transfer by logging into your Online Account and clicking on "Existing Phone Number Transfer Status".

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Will Vonage work with my home alarm system?

At this time, Vonage doesn't work with home alarm systems.

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NEW UNLIMITED¹
INTERNATIONAL CALLING
FROM YOUR MOBILE

Vonage ExtensionsTM

  • Extend your Vonage home
    calling plan to any phone,
    even mobiles
  • Easy to set up
  • Free Extensions™ app available for
    iPhone and Android devices

Learn More

International
Calling Plans
Unlimited¹ calling up
to 80 countries for one
flat rate.
Learn More >
Domestic
Calling Plans
All plans include calls to the
U.S., Canada and Puerto Rico
Learn More >
Tools to help you decide:
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¹Unlimited calling and other services for all residential plans are based on normal residential use by single-family household members. A combination of factors are used to determine abnormal use, including but not limited to: the number of unique numbers called, international calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

HIGH SPEED INTERNET REQUIRED. † LIMITED TIME OFFER, VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. As a subscriber to Vonage service, you agree to be bound by the Terms of Service. See www.vonage.com/tos for details. Extensions calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. ¤Where available. The number transfer process takes approximately 10 business days from the time you confirm your transfer request. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details. ‡ The Referrer will not be charged for the monthly service fee of their plan but other charges will apply. If either Referrer or Referee cancels before 90 days from the date the Referee subscribes to Vonage service, this will result in the loss of and/or chargeback of associated credits to the payment method on file. © 2012 Vonage Marketing LLC. All Rights Reserved.