• How is Vonage® different from my landline phone service?
    • The big difference is that Vonage works over the internet. So, you get everything you’d expect from a landline, plus a load of features like Voicemail that can deliver your messages by email or text message.
  • What type of Internet connection do I need? And is it included?
    • 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.
  • Can I keep my current phone number?
    • 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.
  • Do I need an existing phone number?
    • 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.
  • Is there special pricing for businesses?
  • How is Vonage® different from my phone service?
    • 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.
  • How does Vonage work with mobile phones?
    • 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.

  • What do I need to get started with Vonage?
    • 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

      • Email address

  • Can I install Vonage myself?
    • 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.
  • What cables and power adapters do I need to use the Vonage Box in another country?
    • 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 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.
  • Can I still keep my Canadian number if I move to another country?
    • Yes. You can keep your existing Canadian Vonage number, even if you move to another country.
  • Can I choose a local number in my home 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.
  • How can I contact customer support in another country?
    • 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-VONAGE-HELP (1-866-243-4357) 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.
  • How soon can I start using my Vonage service once I sign up?
    • 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.
  • Is Internet connection included with your service?
    • 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.
  • Will I still receive calls if my power or Internet service goes out?
    • 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.
  • Can I talk to other Vonage customers for free?
    • 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.
  • Do incoming calls count against my monthly minutes?
    • No, additionally there is no charge for outbound toll-free calls or Vonage-to-Vonage calls.
  • How is Vonage 911 different from traditional 911 service?
    • 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.
  • Why am I required to provide an address for 911?
    • 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.
  • Does Vonage 911 work in the event of a power outage or Internet Service interruption?
    • 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.
  • What is Enhanced 911 and when will it be available in my area?
    • 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.
  • What address should I enter for 911 Dialing if I plan to move?
    • 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.
  • How do I update my 911 address?
    • Updating your 911 address is quick and easy. Simply log in to your Vonage Online Account to make any necessary changes.
  • Are my credit card transactions secure?
    • 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.
  • How does Vonage bill for services?
    • 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.
  • How do I make a payment?
    • 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.)
  • Will I receive a paper bill?
    • 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.
  • Does Vonage offer mobile phone plans?
    • No, Vonage isn’t a mobile service provider. However, you can use your Vonage calling plan to make unlimited calls in Canada and internationally on up to two smartphones—and you can answer calls made to your Vonage phone number from almost anywhere—using the free Vonage Extensions app.*

      If you don’t have a Vonage plan, our Vonage Mobile app lets you make free voice and video calls, and send free texts, video messages and photos to anyone with the app, anywhere in the world.** You also get great 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 data plan, data-usage rates may apply.
      **Standard data rates may apply.
  • What kind of mobile phone can I use with Vonage? If I don’t have a smartphone, can I still link my mobile phone to my Vonage account?
    • Any mobile phone can be linked to your plan with Vonage Extensions. However, to use the Vonage Extensions® app or Vonage Mobile® app, you’ll need an iPhone® or Android™ device.

      How much do calls cost when made through the Vonage Mobile® app? What about the Vonage Extensions® app?

      Calls to other Vonage Mobile app users are free. Calls to people outside of Canada who don’t have the app will be charged at our low per-minute rates.

      The Vonage Extensions® app accesses the same great rates that are part of your existing plan.

  • Can I send text messages with Vonage?
    • Yes, you can. You can send text messages at no cost through the Vonage Mobile® app to any other Vonage Mobile app user.
      **Standard data rates may apply.
  • What devices are supported?
    • The Vonage Mobile® app is available for:

      • iPhone® 4 and higher (OS 6.0 and higher)

      • iPad® (OS 6.0 and higher)*

      • Android™ Phones (OS 2.3 and higher)

      • Android™ Tablets (OS 3.2 and higher)*

      *To activate the app on your Apple iPad or Android tablet, a phone number that can receive SMS texts or phone calls during the activation process is required. This cannot be a phone number that was already used to activate the app on another device. Attempting to do so will lock the Vonage Mobile account the phone number is associated with.

  • Does Vonage Mobile® replace my current cellular provider?
    • No, it doesn’t. Vonage Mobile is a free downloadable app for your iPhone®, iPad® or Android™ device. It works on your cellular provider’s 3G/4G network and over Wi-Fi.
  • Why should I use the Vonage Mobile® app?
    • The best part about the Vonage Mobile app is that it lets you save money compared to dialing directly through major mobile carriers. It’s also free to download with no monthly charges or commitments.
      Other benefits include:

      • 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

      • Calling to anyone in 200 countries who doesn’t have the app at 70-80% savings over your mobile carrier

      • Average savings of 30% over Skype’s pay-per-minute rates to the top 50 countries called worldwide

      • The ability to pay for calls through your iTunes or Google Plus account

      • A mobile library that lets you send and save videos

      • Refer-a-Friend®* incentives of up to $10—and you can invite others right from your phone’s contact list

      Note that carrier charges may apply over 3G/4G networks if you are roaming or have a limited-data plan.

  • Can I install Vonage Mobile® on my Android™ Tablet or Apple iPad®?
    • Yes, you can. Our app supports Apple iPads (OS 4.0 and higher) and Android Tablets (OS 3.2 and higher).

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¹Unlimited calling subject to normal residential use and fair usage policy allowance of 3000 minutes per month and excludes certain call-types for which additional charges apply: see details of Calling Plans.

International calls made outside of inclusive countries are billed per minute. Rates exclude high speed internet service, activation fee, premium services, Vonage compatible equipment, taxes and shipping. If you subscribe to plans with monthly minutes allotments (for example, Residential Basic 500), all call minutes placed from both your home and registered Extensions® phones will count toward your monthly minutes allotment. Extensions® calls made from mobiles may use airtime or data and may incur surcharges, depending on your mobile plan. Billing and 30-day Money Back Guarantee commence immediately when your service is activated ("Service Activation Date"). If you cancel within the Money Back Guarantee period, you must promptly return the device or you will be charged the full amount of the Equipment Rebate. For customers whose account activation date was before May 11th, 2011: (i) If you cancel after the 30-day Money Back Guarantee period and within 2 years from your account activation date, you will be charged a Disconnection Fee of $49.99 for each line that you cancel; and (ii) in addition, if you cancel after the 30-day Money Back Guarantee period and within 1 year of your account activation date you will be charged the full amount of the Equipment Rebate. For customers whose account activation date was on or after May 11th, 2011: (i) If you cancel after the 30-day Money Back Guarantee period and within 1 year from your account activation date, you will be charged a Disconnection Fee of $29.99 for each line that you cancel; and (ii) in addition, if you cancel after the 30-day Money Back Guarantee period and within 3 months from your account activation date you will be charged the full amount of the Equipment Rebate. Credit card & high-speed Internet required. The number transfer process takes a minimum of 15 business days from the time you confirm your transfer request. Satellite, TV, alarms, modems and other systems may not be compatible with Vonage service. Vonage 9-1-1 service has certain limitations versus traditional 9-1-1 service. See www.vonage.ca/911 for details. For full details, click here for Terms of Service.

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