Vonage may be one of the most recognizable names among VoIP providers. Its quirky television ads leave a memorable, if not always favorable, impression.

Vonage has been growing at an incredible rate, and like many rapidly expanding enterprises, it may be experiencing some growing pains. Although we give it good marks for ease of setup and the overall quality of its voice transmissions, its customer service is reported to be considerably less impressive.

One of the biggest failings of VoIP services, including Vonage, has been the lack of support for 911 and E911 services. Vonage has recently remedied this by adding Basic 911 or Enhanced 911 services for most of its customers. These services require activation, and it's up to you to update your information if you move.

Vonage offers many of the same features as standard telephone services, including Caller ID with Name, Caller ID Block, Call Waiting, Call Forwarding, Call Transfer, Repeat Dialing, 3-Way Calling, and Voicemail Plus. Services may not be available during a power or ISP/cable/broadband service outage, making Vonage a questionable choice for residential use.

Currently available add-ons for both residential and small business customers include fax services, enhanced 411 services, and a Toll Free Plus service ($4.99 per month; includes 100 incoming minutes).

One of Vonage's most significant advantages is the ability to take your phone number with you. As long as you have access to a broadband Internet connection, and remember to take the Vonage phone adapter with you, you can receive or place calls wherever you go, whether you're out of town on business, on vacation, or have moved permanently to a new location. You will still have to go through the change-of-address routine if you move, but at least you won't have to change your phone number.

Vonage's VoIP service offers attractive features and attractive pricing, but its lack of availability during power or broadband outages makes us hesitate to recommend it as a replacement for basic telephone service for residential use.


Pros: The range of available features is comparable to standard telephone service, but may be less expensive
Cons: 911 and E911 services are not available to all Vonage customers, no services (including 911 and E911) are available in the event of a power outage or ISP/cable/broadband outage, requires a credit or debit card