Ok Most calls to tech support are going over seas for many companies and Vonage is no exception to this fact. Most of the tech support in the other countries do give good technical support for Vonage but sometimes they have an accent that you can't understand.
If you are having problems understanding your agent on the phone, ask them nicely to transfer you to the United States to speak with a US tech agent. They will do it. They have phone numbers to transfer you to the US. More than likely you will get New Jersey Tech support agent who speaks without a heavy accent.
The best time to call Vonage is late in the evening. Around 11pm Eastern time if you can. After midnight you more than likely will get through to an agent quickly. Before 6am is also a good time to get a Vonage tech support agent fast.
During the day the lines are always busy, and you are just getting bounced around from one agent to another. This is never a good time to call if you can help it.
Vonage should update the websites to let you know there is a problem, but usually they don't. This would save their customers allot of headaches and hold time on the phone.
If there is a hold time of longer than 30-60 minutes there is probably a system-wide outage. If you wait about an hour, it will probably clear up on its own. Usually when there is a longer than normal wait time, many people are having the same problem as you, and they are aware of it. You can hold if you would like to, but it may not be necessary.
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