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FAQs

Have questions about Vonage? We’ve got answers.

  • One big difference is that Vonage works over the Internet. You get everything you’d expect from a landline, plus the ability to take your home phone plan with you on your mobile—even make and receive home phone calls on up to two smartphones when you download our Vonage Extensions® app.
  • Vonage works with any high-speed Internet connection (like DSL or cable). We’re not an Internet Service Provider, so you’ll need to have your own broadband Internet service in place to use Vonage.
  • Yes. In most cases you can keep your current phone number. You’ll be able to check if your number can be transferred using the Keep Your Phone Number tool found in the tools module near the bottom of every plan page. If your number is transferable, we’ll help you bring it over to Vonage. And because transfers usually take about 7-10 business days, we’ll give you a temporary phone number so you can start using your Vonage service right away.
  • No. If you don't have an existing phone number, or don't want to transfer your current one, we’ll be happy to give you a new number when you sign up. You can even choose from available area codes and select the phone number you like best.
  • We offer a variety of solutions and pricing for businesses. To find the right one for you, visit Vonage Business Solutions.
  • One big difference is that Vonage works over the Internet. You get everything you’d expect from a landline, plus the ability to take your home phone plan with you on your mobile—even make and receive home phone calls on up to two smartphones when you download our Vonage Extensions® app.
  • In a few different ways. With Vonage Extensions®, you can link your mobile phone to your plan and get the same great international rates on the go.* If you have an iPhone® or Android™ device, the Vonage Extensions® app makes calling even easier.

    If you don’t have a Vonage plan, our Vonage Mobile app lets you make free high-definition calls and video calls, and send free texts, video messages and photos to anyone with the app, anywhere in the world.** You also get amazing low rates on international calls to anyone who doesn’t have the app.

    *Calls made outside of Wi-Fi networks will use your data plan and, depending on your plan, data-usage rates may apply.
    **Standard data rates may apply.
  • You'll just need the following:

    • A broadband internet connection (such as DSL or cable)
    • A Canadian billing and shipping address
    • A Vonage Box™ (included with your online purchase)
    • Any touch tone phone (corded or cordless)
    • Credit Card
    • E-Mail address
  • Yes, it’s very simple. An installation guide is included with your Vonage Box. There are also easy-to-follow instructions on the How Vonage Works page.
  • Your Vonage Box is shipped to you with instructions on how to set it up. You may need to purchase a travel adapter if your outlet is not the traditional Canadian 2-pin flat socket. To connect your telephone, you must use an RJ11 phone cable with the same plug on each end. The Vonage Box can handle any power voltage between 100V and 240V AC. Our website offers more details related to international set-up instructions.
  • Yes. You can keep your existing Canadian Vonage number, even if you move to another country.
  • As your primary number, you must select a Canadian phone number in the area code of your choice, or transfer an existing Canadian phone number. However, in some countries you can add a home country Virtual Number.
  • You can access online customer support with any internet connection at support.vonage.ca. We are offering live customer support via chat or you can dial 1-732-944-0000 from any Vonage phone in any country. If you’re calling from a non-Vonage phone, we also have toll-free customer support numbers in several countries.
  • If you ordered online, the total equipment delivery time may vary depending on the Shipping Option you selected. Since Vonage adapters come plug-in ready, you can begin using the service as soon as you've completed the few installation steps and can hear a dial tone.
  • No. In order to use Vonage service, you'll need to get broadband Internet service from a third-party Internet Service Provider (ISP). Vonage works with any high-speed Internet service (such as DSL or cable), except Satellite Internet Service.
  • Yes. Just set up your Network Availability Number when you sign up, and during an outage, all calls are forwarded to the landline or cell number you provided.
  • Yes. With Vonage's In-Network Calling, if the person you are calling is a Vonage customer you can talk as long as you want for FREE, no matter where in the world they are. The only exception is if you have a Toll-Free Plus number on your account; as with any 1-800 number, it costs nothing for the people who call you.
  • No, additionally there is no charge for outbound toll-free calls or Vonage-to-Vonage calls. The only exception is if you have a Toll-Free Plus number on your account.
  • With Vonage 911, the physical address provided during initial sign-up is used to route your 911 calls to a local emergency response center. Whenever you dial 911, your call goes immediately to your local Public Safety Answering Point (PSAP) and is answered by trained authorities in the emergency dispatch center that serves your area. If Traditional 911 methods are unavailable or fail, Vonage sends your 911 call to the national emergency response center. Trained emergency response agents will then route your call to the appropriate local authorities. Note: If you do not supply your correct address to us, your call cannot be routed to the corresponding emergency response center for your area.
  • Since Vonage's 911 emergency services operate differently than Traditional 911 emergency service, during enrollment you'll need to tell us the street address where you will be using your Vonage service. To find out whether 911 Dialing is activated for you, simply dial 933 from your Vonage phone once your service has been activated.
  • Vonage's 911 Dialing service will not function in the event of a broadband or power outage, or if your broadband, ISP or Vonage service is suspended or disconnected.
  • Enhanced 911 (E911) service automatically delivers your location and callback number to local 911 emergency services personnel. You may already have E911 in your area, so in order to check just dial 933 from your Vonage phone. If E911 is unavailable in your specific area at this time, it could be offered soon. In the upcoming months we will be rolling out E911 to many more states and communities. If you are an existing customer, we will notify you when we are able to offer E911 in your area.
  • If you move your device to another address, you must update your information in your Vonage Online Account. If you do not update your new address information, your 911 calls may be sent to an emergency center that is near your old address. For purposes of 911 dialing, you can only register one address at a time per phone line.
  • Updating your 911 address is quick and easy. Simply log in to your Vonage Online Account to make any necessary changes.
  • Yes, all the information you enter and submit is secure. We use the highest level of security for all online transactions. Vonage employs security technology from Trustwave, a globally trusted brand for Internet security and compliance.
  • Your billing cycle and Vonage service begins on the day you create your account (sign-up) with a credit card or electronic check. Thereafter, we debit the payment method on file (in your Vonage Online Account) on a monthly basis. Your monthly billing cycle begins with the day of the month on which you signed up for service. If your account accrues overage and international fees of $75 or more, it will be automatically charged to your payment method without regard to your regular billing cycle.
  • There's no need to worry about remembering to make your monthly Vonage payment-it's automatic. You'll be charged every month on the same date using your payment method on file. Your Vonage service and monthly charges will continue automatically unless you specifically request cancellation. (If you've signed up with a promotional offer that entitles you to one or more free months of service, you'll see a charge and corresponding credit for that item.)
  • 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.