Are you looking to cancel your subscription with Vonage? Well then you’ve probably searched the web far and wide only to find this:
But how much does that really help you? Probably not much!
That’s why we’ve put together this blog post: step-by-step, to walk you through how to cancel your Vonage phone service with as little hassle as possible. So let’s get to it!
Step 1: Gather Your Account Details
Successfully canceling any phone service won’t start when you pick up the phone. It starts with your preparation.
That’s why before calling Vonage, you’ll want to make sure you have in hand your:
- Account number
- PIN number
- Registered email
- Registered billing address
This information will be used by the Vonage agent to look up your account information.
And we know it probably seems basic. But being able to quickly and confidently provide this information to the Vonage agent will help you remain in control of the conversation, and that’s something you’ll thank yourself for as you move into trickier parts of the cancelation process.
Step 2: Prepare What You’ll Say
No matter how friendly, the customer service agent will have one goal when they hear you say, “I would like to cancel my phone service with Vonage on [date]”. And that goal is to get you to change your mind and remain a paying customer.
You’ll have the best results if you say your reason for canceling is one of the following:
- You are moving to a city where Vonage does not provide its services
- The original account holder is deceased
- You are moving out of the USA
- You do not yet know where you will be moving
The first and third excuse will be your best options since they do not require a lot of follow-up questions. But even still, they may try to find a way to keep you on your contract if they feel there is at all any way possible.
Instead of arguing with the representative, remain calm and friendly throughout the call, and explain that you do not require any other assistance except in ending your service. You simply want to cancel. If you remain calm, friendly, yet undeterred, the call will end faster.
Step 3: Prepare The Questions You’ll Ask
Next up is making sure you don’t let anything slip through the cracks that could result in your Vonage service not being canceled when and how you want.
With that goal in mind, make sure to ask questions like:
- What is the name of the service agent?
- What’s the ticket number for your call?
- When will be the last date of the service?
- When will be the last date your account is charged?
- Are there any outstanding balances on your account?
- Do you need to return anything (e.g. modem) to complete the cancelation? If so, when and how is the best way to make the return?
The agent may share this information without you needing to ask. But if not, don’t be afraid to press them for the answers. Later on, you’ll feel better knowing you got firm answers if something goes wrong.
Step 4: Pick Up the Phone and Call
Alright, your preparation is complete. It’s time to make the call. If you’ve completed steps 1-3 in advance, this should go smoothly.
But, just in case, do yourself another favor and open up a document to take notes and record the representative’s answers to important questions. If nothing else, make sure to record the person’s name as well as the time and date of the call.
Here’s that number again:
Monday through Friday: 9 a.m. to 12 midnight
Saturday and Sunday: 9 a.m. to 7 p.m. ET
If you’re directed to an automated phone system, select the option for either Downgrading, Cancelling, or Change/Transfer service. That way you will be forwarded to the Retention Department and not Tech or Billing Support.
Once you’re on the phone with an agent, it’s time to use all of the preparation done in the previous steps. Remember to stay calm and on-topic so that the conversation can be over as soon as possible.
Step 5: Return any Equipment
Depending on what Vonage service package you have, you may need to return rented equipment like:
- Vonage adapters
- Power adapters
- Ethernet cables
- Modems and routers
- Telephone cables
This may not be necessary. But if it is and you don’t return the equipment, you could be charged replacement fees. Luckily, you prepared questions on this in step 3 and took notes in step 4! So, if it’s applicable, use that information to complete this step.
Step 6: Call Again to Confirm the Cancelation
Make sure to follow up by calling Vonage again to confirm the cancelation was completed.
If the process is not where it should be, you have your agent’s name and ticket number from your first call. Have Vonage forward you to the agent.
In this follow up call, you should ask:
- Is there any accrued or outstanding balance on your account?
- Has the equipment been returned correctly? (if applicable)
- Has your account been updated accordingly?
If any of the relevant information is missing, you may have to pay a charge. So it is better to be safe than sorry. To really be safe, you may consider asking Vonage to send confirmation of the cancelation by mail.
What to Do If You Can’t Get Through to Vonage Customer Support
If you’ve had trouble calling Vonage to cancel your phone service, you’re not alone.
Multiple customers in the Vonage Support Community have complained of their calls repeatedly being dropped or disconnected before being able to speak to a Vonage agent.
In this scenario, you’re likely to be frustrated, overwhelmed, and confused about what to do next. If you decide you’d like to file a formal complaint, check out How to File a Complaint Against Your Cell Phone Carrier for more information.
What to Do Next
It shouldn’t be hard to cancel your Vonage phone service, but, unfortunately, too often, it can be. Hopefully we’ve been able to make this process that much easier for you. Follow the steps and suggestions we’ve shared in this post to make the cancelation as quickly and smoothly as possible.
And if you’re looking for a replacement to Vonage, check out Community Phone. We are an independent carrier that offers affordable, user-friendly cell phone plans, business phone plans, and landline transferring services. We can help you keep the number you had with Vonage even after you've ended your relationship them. Click below to learn more!