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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® 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 your mobile phone at no extra charge. You can also download the Extensions® app for iPhone® and Android™ devices and connect calls via the Vonage network over Wi-Fi or 3G/4G.

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How long does it take to transfer my number?

The transfer process takes from 2-10 business days. Later in the ordering process, you will be presented with a short form to authorize the transfer of your number. Then, when you receive your Vonage adapter, you can install and use it immediately!

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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 a phone call with the Extensions® app?

To make a phone call with the Extensions® app for iPhone® and Android™ devices, simply launch the app on your phone and dial from your existing address book, within the app.

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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 your 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.
Another way to make international calls from your Extension line is with the Extensions® app for iPhone® and Android™ devices. With this app, you can make local and international calls via the Vonage network over Wi-Fi or 3G/4G.

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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, South Korea, 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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How do I cancel my Vonage service?

If you do find the need to cancel your Vonage Service, you must request your cancellation by telephone. Please call Customer Care on 1-VONAGE-HELP (1-866-243-4357) during the following hours:
  • Monday through Friday: 9:00 a.m. to 12:00 midnight ET.
  • Saturday and Sunday: 9:00 a.m. to 8:00 p.m. ET.
Spanish-speaking representatives are also available.

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International
Calling Plans
Unlimited¹ calling to
over 60 countries for one
flat rate.
Learn More
Domestic
Calling Plans
All plans include calls to the
U.S., Canada and Puerto Rico.
Learn More

UNLIMITED¹
INTERNATIONAL CALLING
FROM YOUR MOBILE

Vonage Extensions®

  • Extend your Vonage home calling
    plan to your mobile phone.
  • With the Extensions® app for iPhone® and Android™ devices, make calls via the Vonage network over Wi-Fi or 3G/4G.
  • Free and easy to set up.

Learn More

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/or activation fees may be 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 ACCOUNTS ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. If you subscribe to plans with monthly minutes allotments (for example, U.S. & Canada 300), all call minutes placed from both your home and registered Extensions® phones will count toward your monthly minutes allotment. 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.

‡Refer-A-Friend® Program: The Referrer will receive a 2-month credit of their monthly service fee and the Referree will receive a one-month credit of their monthly service fee (up to $64.99 of credit per month) after the Referree has stayed with Vonage for 60 consecutive days . Credit excludes additional charges including but not limited to charges for per-minute calling and additional or premium services or features. Cancellation by either Referrer or Referree before 60 days from the date Referree subscribes to Vonage will result in the loss of and/or chargeback of associated credits. Credit has no cash value, is non-refundable and non-transferable. Certain types of referrals, including but not limited to, referring yourself or someone living in the same residence as you, are prohibited. Offer, prices and charges are subject to change without notice. Other terms and conditions may apply. See plan for details. Void where prohibited. Vonage purchases made at retail are not eligible for the Refer-A-Friend® program. Offer cannot be combined and is subject to restrictions and limitations.

†Limited time offer. Cannot be combined with any other promotional offer. Offer good for new accounts only. Limit one (1) Best Buy® GiftCards per account. Customer must subscribe to Vonage for 61 consecutive days to receive the Gift Card. Allow 8 weeks after the 61-day requirement to receive the Gift Card via email. The Best Buy® GiftCards® are registered trademarks of Best Buy®. Terms and conditions are applied to GiftCards. Best Buy® is not a participating partner in or sponsor of this offer. Vonage has the sole right to decide all matters and disputes arising from the Gift Card and all decisions are final. All taxes on gift cards are solely Customer's responsibility. Vonage is not responsible for any damage to the Gift Card sustained during delivery or product defects of any kind. In the event that the Gift Card become unavailable for any reason, Vonage reserves the right to provide a substitute of similar type and value.

‡BEST BUY® is not affiliated with Vonage. Best Buy does not sponsor, endorse, approve or have any responsibility for this promotion. BEST BUY, the BEST BUY logo and the tag design are trademarks of BBY Solutions, Inc. © 2013 BBY Solutions, Inc. All Rights Reserved.

© 2013 Vonage Marketing LLC. All Rights Reserved.