Home phone Providers

Vonage sign-up FAQs

Updated: Thursday 5 August, 2010

By Becca Talbot - becca@consumerchoices.co.uk

Vonage is a low-cost internet phone provider that lets users make phone calls using their existing broadband connection. If you’re thinking of signing up to a Vonage call plan, read our FAQ for more information.

1. What is Vonage?

Vonage (www.vonage.co.uk) is a low-cost home phone provider that uses internet phone technology (VoIP) to make calls. It offers several tariffs, including unlimited UK calls and unlimited international calls, all for a set monthly price. Call plans start from £5.99 a month for unlimited UK calls.

Instead of using a phone line like BT or Virgin Media, Vonage uses your existing broadband connection to let you make cheap calls. You’ll use Vonage in the same way as you use your phone now - the only difference you’ll see is the reduction in your phone bills.

You can call any number, a landline or mobile, anywhere in the world, as Vonage isn’t a PC-to-PC service like Skype. Vonage is just the same as a traditional phone service, only cheaper, and the quality of your calls won’t change.

2. How do I get Vonage?

To switch to Vonage you will need a broadband connection, a UK billing address and a credit or debit card - Vonage does not accept Maestro or Switch, however.

You can sign-up online at www.vonage.co.uk or call 0800 804 8988.

3. Do I need any special equipment to make calls?

This depends on your existing broadband set-up. Most people have a spare ethernet port in their router so will just need the free Vonage adapter.

If you don’t have a spare ethernet port, you’ll need the V-Portal - this is a router and adapter in one. Visit www.vonage.co.uk for a list of options and prices. Then, instead of plugging your phone into a telephone socket in the wall, you’ll connect it to your computer’s router or modem, using the Vonage adapter. Your computer doesn’t even need to be on to make calls, but your broadband must be on.

You won’t need a headset or microphone, you’ll just use your normal phone.

The only thing restricting your phone service is the fact that your base telephone handset needs to be near your modem or router. If your computer is upstairs for example, and you need a phone downstairs, you can get a twin phone handset. Connect handset 1 (the main base) into the modem/router near your computer. Then plug handset 2 in a power socket wherever you want.

4. Are there any set-up fees to join Vonage?

When you join Vonage, you’ll have to pay a one-off line activation fee of £9.99. You will also have to pay for any new equipment you need - this will cost up to £29.99, plus a £8.99 delivery charge. Whether you need any equipment or not will depend on your broadband service.

5. Which company will I pay for my line rental and calls?

This will depend on whether you’re switching your entire home phone service to Vonage or adding it as a second line, or if you’re just using it as an add-on to your existing phone service in order to make cheaper calls to certain destinations.

If you’re switching your entire service or using Vonage as a second line you will no longer have to pay your current supplier for calls - though you will still have to pay for line rental to ensure you’re able to get broadband. Instead, you will pay Vonage a set price each month for your VoIP service, depending which package you want. Prices start from £5.99 a month.

However, if you decide you just want to use a Vonage call plan as an add-on to supplement your existing phone service, you will continue to pay line rental and any calls you make on the old service.

6. Can I keep the same number?

Yes, in most instances you can keep your original number. It will take at least 20 working days to transfer your number to Vonage - this is known as “porting.” When you sign-up to Vonage, you’ll be given a new temporary phone number, so you can start making and receiving calls straight away. However, when the transfer is complete, your original number will permanently replace the Vonage one.

While the transfer is taking place people can carry on calling you as normal on your original number, so you don’t need to worry about giving people the temporary number.

7. Is VAT included in the prices?

Yes, all prices shown are inclusive of VAT.

8. What is the minimum contract period?

Vonage calling plans have a 12-month minimum contract length, and are all subject to a 30-day notice period.

9. I’m with Virgin Media, can I switch?

Yes, Virgin Media cable customers can switch to Vonage or add a Vonage call plan to their existing phone service.

If you want to switch your phone line entirely to Vonage, you can cancel your Virgin Media phone package (make sure that you request to only cancel the phone part of your Virgin Media bundle, and NOT your broadband) and avoid having to pay line rental every month. Beware though, that it costs more to take just broadband from Virgin Media than to take both its home phone line and broadband.

Alternatively, you can add Vonage as an additional service to your Virgin Media phone line, if you want to use Vonage to make cheap calls.

10. Why should I choose Vonage over a free service, like Skype?

There are a number of reasons why using a service like Vonage is better than using a free VoIP provider like Skype. These include:

1. Skype is only free if you’re making calls to other Skype users, whereas Vonage lets you make calls to any landline, regardless whether they’re a VoIP line or not.
2. Vonage works and acts like a regular phone line service and you can use a normal phone handset.
3. You can use Vonage as a reliable second phone line.
4. You can make calls to 999 emergency services, with other VoIP providers you can’t.
5. Skype is predominantly a PC-to-PC service, so you will need your computer to be switched on and you’ll therefore be tied to your PC. With Vonage you don’t need your computer on to make calls.
6. The call quality with Vonage is the same as making a call with a normal landline. With Vonage you can also adjust the amount of bandwidth it uses so you can improve the call quality based on your own bandwidth requirements.
7. Vonage comes inclusive with 20 call features - you can even get your voice messages emailed to you.
8. Vonage had a wide range of call plans, while Skype only has three.

11. Can I still make emergency 999 calls?

You can call all public emergency services for free using your Vonage phone line. For more information, read the Vonage 999 emergency services guide.

12. What should I do if I can’t make calls or there’s a fault on my line?

If your internet connection goes down, you’ll be unable to make or receive calls using your Vonage phone line - including 999 emergency calls. If this happens, you should contact your broadband service provider to resolve the problem.

If there is a problem with your router you should also contact your broadband provider, unless your router is provided by Vonage, in which case contact Vonage’s customer services.

If there a problem with your phone service from Vonage, you should call 0800 804 8988.

13. Will I be charged a cancellation fee?

Yes, if you cancel your Vonage subscription before 12 months, after the 30-day-money-back-guarantee period, you will be charged £23.99.

14. Will using Vonage affect my broadband?

Using Vonage will not affect your broadband service, and you’ll be able to surf the web while making calls.

Vonage recommends an upload speed of at least 90Kb because a lower upload speed could affect the quality of your calls. You can check the speeds you’re getting using our online speed tester.

15. How much do calls to mobiles cost with Vonage?

Calls to mobiles in the UK are not included in your call plan unless stated. The table below shows call rates for the different networks:

16. How much do calls to 0845 and 0870 numbers cost with Vonage?

Calls to 0845 and 0870 numbers are not free with Vonage. The table below shows call rates:

17. Are additional calling features included?

When you switch your home phone service to Vonage, there is a selection of free and pay-per-use calling features available, including:

• 3 way calling - Talk to two people at the same time, even if one of them is abroad (free unless calling an international number - prices vary by country)
• Ring back - Get a call back if the number you’re dialling is engaged - just press #5 (free)
• 1471 last caller number - Find the number of the last person who called you (free)
• 1471 call return - Ring the last person who called you (free)
• Number withhold - Keep your number hidden from the person you’re calling - just press *67 (pay-per-call)
• Caller display - See who’s calling you before you answer the phone (free)
• Call waiting - Get an alert if somebody tries to call you while you’re already on a call (free)
• Call divert - Divert calls to any UK landline, mobile, and most international destinations - just press *72 to enable, or *73 to disable (free)
• Anonymous call block - Bar incoming calls from people who withhold their number - just press *77 to enable, or *87 to disable (free)
• Voicemail - Never miss a call with this answer phone style service - just press *123 to listen to your messages (free)

You can add or remove call features at anytime using your online account or by dialling the shortcut keys before making a call.

18. Can I make my number ex-directory?

Vonage doesn’t put customers’ numbers into the directory, so they are all ex-directory automatically. If you have carried over your old number from your old phone supplier and it was previously in the directory, it will still be in the directory. You can make it ex-directory by contacting Vonage though, just call 0800 804 8988.

19. Where is Vonage’s call centre based?

Vonage’s customer call centres are based in North America and Asia. You can contact them on 0800 804 8988.

20. What happens if I move house?

If you are moving house, you will need to notify Vonage by calling 0800 804 8988 or log on online.

It’s really easy to take your service with you, and you won’t need to pay any extra charges as you’ll already have all your equipment.