Frequently Asked Questions

Confused? We know that new technologies can be a little intimidating. But VoIP doesn't need to give you a headache. It's simple. And, Vonage makes it easier than all of the other providers. Here are some Vonage FAQ's.

You only need a few simple things to be able to use Vonage.

  • A high-speed internet connection, the faster the better.
  • A United States or Puerto Rico address.
  • A free Vonage phone adapter which will be provided at no charge when you sign up.
  • A cordless or corded touch-tone phone

The graphic below shows how Vonage phone service functions.

How Vonage Works Diagram

VoIP, also known as Voice over Internet Protocol, is a very inexpensive way to make calls of quality clarity over the internet instead of using a standard phone line. Vonage sends voice data over the internet digitally and reassembles it at the other end. The people you talk to with Vonage will never know that you are not using regular phone service.

Why Should I Use VoIP

There are a lot of reasons to use VoIP. First off all, with Vonage Unlimited, you can talk as long as you want with one flat rate. Long distance calls are all included for free. International rates are also cheap. Vonage also offers a lot of free features such as Caller ID, Voicemail, and 3-Way Calling. VoIP is a way that you can get a lot more for a lot less.

To set up and enjoy Vonage in your home or office you need the following things:

  • A high-speed internet connection such as cable or DSL.
  • Any phone as long as it's touch-tone.
  • A United States or Puerto Rico address.
  • A Vonage phone adapter which will be sent to you free.
  • A willingness to spend less money on your phone bill ;o)

You will receive your Vonage hardware in 5 business days or less after signing up. To get started, all you need to do is hook up you phone to the internet using the adapter. From there, pick up the phone and start making calls.

Yes! You can use multiple phones with Vonage and there are several ways to do so:

  • Vonage sells some high quality cordless phone systems that enable you to use multiple phones. A few options are the Uniden UIP1869V and VTech IP8100 phone systems.
  • Your home telephone wiring can be used to route Vonage throughout your house. In many cities Vonage offers professional VoIP installation.
  • A cordless phone system is a great way to go. Simply hook up the system base-station up to your Vonage adapter and place the extra handsets anywhere you want in your house.
  • You can also use a multiple phone jack extension or a wireless phone jack system. Just plug it into your Vonage adapter and you can then hook multiple phones up to it. Both can be bought at most local home centers. Wireless jack systems on rare occasion can produce signal interference.

Absolutely. Luckily your internet cable can carry much more data than you use at once. This leaves plenty of extra space for Vonage.

If you are downloading heavy amounts of data, it is possible that the quality of Vonage will be slightly diminished. To solve this you can configure downloads to use minimum bandwidth when you are on the phone.

Customers are extremely satisfied with the quality and clarity of Vonage.

You can actually pick just about any area code in the US you want. This is yet another great feature of Vonage. To double check if the area code you want is available, go to the sign up page and click the "Availability" link.

Vonage can usually be set up in minutes but sometimes take longer. All of the hardware Vonage sends to you will be pre-configured meaning that you will not have to do anything with it except hook it up.

If you bought an adapter at a retail store you can hook it up as soon as you receive an acknowledgement e-mail from Vonage.

Yes. Vonage functions normally even if you computer is turned off.

Vonage does use the internet, but making calls does not use your computer. The Vonage adapter will do all the work. Just hook it up to your modem and Vonage can access the internet directly.

In most cases, when switching over to Vonage, you can keep your existing phone number, regardless of who your previous phone company was. To ensure that you can keep your existing number, double check by entering your area code and prefix on the availability page during sign up.

Transferring Your Old Number to Vonage

All you have to do is select the keep existing phone number option during sign up. Vonage will then guide you through the rest of the simple steps. You can choose to switch to your existing number later if you want to test Vonage out before transferring your number.

Use DSL?

DSL users must keep their existing number to maintain a high speed connection to Vonage. In this case you can do one of two things. You can choose to switch your DSL service to another phone line with your carrier, or switch you cable internet. Either option is great.

Does It Take Long?

Unfortunately it takes at least 20 days. No worries though! Vonage will give you a temporary phone number to use until your old number is transferred. You can track the status of your number transfer in your online account.

What If My Number Cannot Be Transferred?

If your old number cannot be transferred then you can choose to use a new Vonage number with your area code of choice.

Transfer Your Cell Number

You may also choose to transfer your cell phone number to Vonage.

It depends.

Vonage requires that you have at least 90 kbps upload/download speed to work properly. Some satellite providers cannot guarantee this speed, so make sure your provider meets this requirement.

Vonage says, "...because of the latency of this type of connection, Vonage does not recommend this connection type". However, as mentioned above, if your connection meets the 90 kpbs upload/download speed you should be fine.

View details about the Vonage World plan (including the countries included) on the Vonage World page.

Yes, there is no cancellation fee and the equipment is yours to keep.

You can have a Vonage account at any location that has high speed cable or DSL internet service. You would just sign up for Vonage like and use the address associated with your payment method. The Vonage adapter will be shipped to that address unless otherwise stated. Once you have the adapter, plug it into your internet connection, plug your phone into the adapter and you're good to go.

You can try to use Vonage World in that way, but you may be asked to change to a business plan is Vonage considers your phone usage not within the normal range. For more information about this please see section 5.4 in the Vonage's Terms of Service

Vonage phone service customers must pay local government mandated taxes and associated fees. These generally range from $6.00 - $7.50 per month, depending on area and service plan. Vonage charges a one-time activation fee per line of $29.99 for residential and business accounts that will be charged to your form of payment on the date of your order. For a complete list taxes, fees and charges, click here.

Vonage routes your phone calls over the Internet using Voice over Internet Protocol, rather than telephone lines. But even though your phone uses the Internet, it has nothing to do with your computer. In fact, your computer doesn't have to be on to use Vonage. The people you call don't need to have Vonage or the Internet to get your call - just a phone. And when someone calls you, your phone rings as usual. Setup is easy. Just connect the Vonage adapter to your high-speed Internet and connect your telephone to the adapter. Requirements to use Vonage Voice over Internet Protocol: * A high-speed Internet connection - broadband, like cable or DSL * A touchtone phone - any touchtone phone will do. * A Vonage phone adapter - the device that connects your high-speed Internet to your phone. Learn more about the VoIP phone adapter.

Once you sign up with Vonage, you will be sent a start up package which includes your Vonage adapter. Your account will be activated within 24 hours, but it takes 2-7 days for an adapter to be sent in the mail. Once it arrives, just plug in the power supply, plug in your phone, and connect it to your broadband line. You'll hear a dial tone and be ready to make calls in minutes. Based on this information, you could either sign up today and transfer your number later, sign up today and keep the number, or just wait until about a week or so before you move and sign up then. If you want to transfer an existing number, that process takes about 10 business days.

You would be able to do so after you signed up for your plan in your online account. If you want to check on a fax number before you sign up, you can visit Vonage and ask one of their Live Sales Chat representatives to check for you.

Yes, just bring your adapter, hook it up and it's as if you're calling from the U.S.

Yes, they do count against your minutes.

On the chart that shows you all the countries that you can call for free with the Vonage World Plan, there are a few different things to look at. All the countries listed include free, unlimited calls to land line phones anywhere within those countries. For the countries that have an orange circle by them, you can make unlimited calls to cell phones in that country as well. For those that don't have an orange circle, you can still call cell phones in that country, you would just have to pay a per minute rate as listed on the International Phone Rate Finder

The adapter is the connection between your internet and your land line phone. When you sign up with Vonage, one is sent to you in the mail. For more information please click on the link for the Vonage Phone Adapter.

Within the contract period, Vonage will not change the price.

As long as you switch to a land based high speed connection, it will not interrupt your service.

It will default to appear as the Vonage customer on caller ID but you can set it up in your online account to show your business name instead. You can change it 24 hours after you place the order.

High Speed Internet connections such as Cable, DSL, Fios, Satellite (90kbps upload and download speed required), Fiber Optic will all work with Vonage.

You can make calls to satellite numbers, but they are only free if they are for U.S. numbers. For all other numbers, you will have to pay a rate per minute. For details on the rate per minute for other countries, please see the International Phone Rate Chart.

For details on this, please section 5.4 of the terms of service.

Yes. The International Phone rates apply to all Vonage phone plans. As you can see through the following link, the caption reads "With any of our other plans, you'll have the ability to call the world at our amazingly low international VoIP phone rates." You'll see a column with the Vonage World Plan rates and a second column with the rates for the Other Vonage Plans. Please let us know if you have any further questions.