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Frequently Asked Questions
Got questions about Vonage and looking for answers? Review our most common FAQs.
About Phone Numbers
Can I keep my original phone number?Yes. It takes approximately 10 working days to transfer your original number to Vonage. (This is called 'porting'.) When you sign up, you get a new Vonage telephone number. You can use this to start making and receiving calls straight away. When the transfer is complete, your original number will permanently replace the Vonage one. Other people won't notice a thing - they'll carry on calling you as normal on your original number throughout this process.
What if I want a new phone number?
As soon as you sign up to Vonage, we will email you your new phone number. You can start using it as soon as your adapter arrives. Whether you keep or cancel your original phone service is entirely up to you, but bear in mind you need broadband in order for Vonage to work.
What's this about the dialling code?
Because Vonage isn't tied to physical phone lines, you can choose a dialling code from the areas available, regardless of where you actually live or plan to use the service.
About How Vonage Works
Can I use my computer while I'm on the phone?Yes. You can talk on the phone and surf the Internet at the same time.
So what plugs into what - and where?
Instead of plugging your phone into a telephone socket on the wall, you connect it to your computer's router or modem, using the Vonage adapter.
What if I already have a wireless router?
You can connect the Vonage adapter to your existing wireless router, providing you have a spare Ethernet port on your wireless router.
What if my router or modem isn't where I want the phone?
Your base telephone handset needs to be near your modem or router. If your computer is, say, upstairs, 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.
What do I need to get started with Vonage?
You need a regular landline phone, a broadband connection and a Vonage Adapter for Vonage to work. To order you will also need a UK credit/debit card.
What about 999 calls?
You can call all public emergency services for free using your Vonage phone line. If your broadband connection goes down though, you won't be able to make any outgoing calls, including calls to emergency services. For more on this, see calls to 999 emergency services.
What are Vonage-to-Vonage calls?
You can call any other Vonage user anywhere in the world for free, no matter what package either of you are on. Some families or businesses get two Vonage lines: one stays at home, the other that 'travels'!
What's the V-phone?
We no longer sell the V-phone in the UK. Sorry! The V-phone is a USB phone that can be plugged into any broadband connected laptop or PC around the world. Calls can be made from a V-phone to any landline or mobile phone around the world.
Can I take my Vonage line with me?
Yes! As long as there's broadband, you can use your Vonage line. Just take your Vonage adapter (and handset if necessary) with you, plug your phone and adapter into the modem / router at the other end. Calls to landlines in the countries listed in your package will still be inclusive and unlimited¹. For example with V-Plan UK, you can still make unlimited¹ calls to UK landlines, even if you're in America or India!
Can I call people who use other VoIP services?
Yes. You can dial any other telephone number, whether it's VoIP (Voice over Internet Protocol), an internet phone or a traditional phone service.
What about calls to countries not in my call plan?
You will have to pay for calls made to countries not included in your chosen call plan. These charges are extremely good value, though. Here's a country-by-country list of our cheap international rates.
What about voicemail, 1471, ring-back, call-waiting etc?
These, along with many other call features are all d in your call plan package at no extra cost.
What's the call quality like?
Put it like this: people will have no idea you're making a call using your broadband connection!
What about technical help? And customer service?
Frequently asked technical queries are available on our website or via email. You can also speak to a customer care advisor over the phone 7 days a week.
Can I try Vonage before I commit?
Yes. You can try Vonage for 30 days in the knowledge that, if you cancel before the 30 days is up, we'll refund you according to our money-back-guarantee.
About needing a PC, Laptop or Computer
Does my computer need to be on?No. You just need to have broadband. Vonage isn't PC-dependant.
Do the people I call need their computer switched on?
No. You can use Vonage to call any landline or mobile, anywhere in the world. It's not PC-to-PC. It's just the same as a traditional phone service, only cheaper.
Do I need a headset to talk?
No. Just a normal digital phone handset you're likely to be using already.
About High Speed Internet & Broadband
Does Vonage sell broadband services?No. We're a telephone service. But you will need a broadband connection for Vonage to work.
Will I need to change my broadband provider?
No. Vonage works over any broadband connection, whether cable or ADSL.
Do the people I call need to have broadband?
No. You can use Vonage to call any landline or mobile, anywhere in the world. It doesn't matter if they haven't got broadband. It's just the same as a traditional phone service, only cheaper.
What if my broadband is down?
If you're broadband service goes down, you won't be able to make or receive calls using your Vonage phone line - including 999 emergency calls. If this happens, contact your broadband service provider to resolve the problem.
About Contracts, Charges & Call Costs
Which calls are unlimited¹?Calls to countries within your chosen calling plan are unlimited¹. Calls to other Vonage users are also unlimited¹, no matter where in the world they are.
What about calls to mobiles or premium numbers like 0845 / 0870?
You do have to pay for calls to these types of numbers. Our rates are very competitive. Click here to search our rates to any UK number.
I'm expecting a catch! Where are your hidden charges?
There aren't any. You pay a line-activation fee of £9.99 and a delivery fee of £8.99. You will need a Vonage Box®, which may also be free (it depends on your existing broadband set-up). After that, the only thing you pay for is your monthly call plan fee, plus any calls made to numbers outside of your call package. There's nothing else.
Are there any cancellation fees?
Yes. If you cancel before 12 months (after the 30-day-money-back-guarantee, you will be charged £23.99. You can see all our activation and disconnection fees here.
What does the asterisked 'unlimited' mean?
With our unlimited call plans you can make unlimited calls to UK landline numbers starting with 01, 02 and 03. You can also make unlimited calls to geographic landline numbers in our unlimited international call plans and to mobiles where specified.
How long is the package for?
The length of the package can be as long or as short as you want. When you sign up you have a 30 day money back guarantee. So, in the unlikely event that you are not happy with our service you can cancel without cost within the first 30 days. You can also cancel our service any time you want after the 30 day money back guarantee - if you do so during the initial 12 months a disconnection fee of £23.99 is payable. If you cancel any time after 12 months no disconnection fee is payable.
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