Roshan Screened

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1 1. Status of the Disconnected account D Dear Joanne Hijazi, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know the status of your account with Vonage. Joanne, as per our records, I see that you subscribed for a Vonage account on April 23, 2009 but had to cancel the account on the same day as you do not have an Internet Connection to use our service. We have also cancelled the Invoice for the a amount of $66.20 and hence you need not make the payment for the same. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care *************************************************************** 2 2. Forgot Username and Password. D Dear Roland Jones, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like us to provide the Username and Password for your V Vonage Online Account. T The username for your Vonage Online Account is: sales5 We value your business and your privacy. In order to ensure that your account information is kept confidential and secure, we do not store account passwords in our system. However, you can reset the password to get a new password at your a account email address. Please follow the steps given below to obtain a temporary password for your Vonage O Online Account: 1 1. Go to www.vonage.com. 2 2. Click on the "Forgot Password" hyperlink located on the top of the web page. 3. You will be prompted to enter your Vonage Username and email address. Your Vonage Username has been given above. The email address you provide must match the email address on your Vonage account.

4 4. Click on the "Submit" button. 5. Your temporary Password will be sent to the email address on your Vonage a account. 6. Please personalize your Password immediately. You can do this through the "User I Information" section on the "Account" page. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care. ************************************************************ 3 3. Reactivate Terminate account. D Dear Brent Skaggs, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to reactivate your disconnected account with the same p phone number. Brent, I see that your Account with Vonage was disconnected on April 24, 2009 because of technical issues and there is an outstanding balance of $71.65. I would like to inform you that disconnected accounts cannot be reactivated. If you would like to use our service again, you will need to resubscribe for a new account a after clearing the outstanding balance in your existing account. Please call our Customer Care to clear your account outstanding balance and the contact our Sales Department to resubscribe for a new account. While speaking to the Sales Representative, you can request for your number from the disconnectd account reactivated. Please note that we will be able to provide the same number only if you resubscribe for a new account within 45 days of disconnection of your o old account. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)

If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ****************************************************************** 4 4. Vonage Companion D Dear Gohar Ahmed, T Thank you for contacting Vonage, the award winning digital phone service! I understand that you would like to know more about Vonage Softphone and about u using it with the same number for multiple lines. Gohar, I would like to inform you that Vonage Softphone allows you to take advantage of the Vonage service while traveling, at work or at the coffee shop. P Portable as your laptop! Vonage SoftPhone is an add-on Service to your existing rate plan. You cannot subscribe for a Vonage account with the SoftPhone alone as you should have a Primary Voice line in the account. The setup is simple and you can sign up through your Vonage Online account. Download the software and load it on the device of y your choice. T To know more about softphone please visit the link given below: h http://www.vonage.com/support.php?keyword=SoftPhone Also, Vonage SoftPhone comes with a separate number and it cannot be used with any other number. However, I would like to inform you that We offer a feature called Vonage Companion with the Vonage Pro Plan.The Vonage Companion is a SoftPhone that is an extension to the Vonage home phone lines. It uses the same telephone number as a your home phone. The Companion can be downloaded and installed on multiple computers that have a Windows or Mac operating platform. You can login to the Softphone using your Vonage Online Account credentials, make and receive calls, check voicemail a and use many more features while simultaneously using your home phone. T To know more about Vonage Companion please visit the link below: h http://www.vonage.com/support.php?article=1401 I If you are ready to sign up and receive your first month free, please visit: https://subscribe.vonage.com/vonage-subscribe/index.htm? r refer_id=PSVONEMAIL1&promo_id=USVONRPFMF. If you would like to speak to a live sales representative, you can call us Toll F Free at 1-800-975-9560. If you have any questions, your Vonage team is available to assist you 24 hours a

d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Support at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Sabitha Vonage Sales **************************** 5 5. Account Setup D Dear Veronica Escobar, T Thank you for contacting Vonage, the award winning digital phone service! I understand you need clarification on how your account is setup. Veronica, I see that you have added an additional line to your account. Your a account has been setup as follows: Model No: Vonage VDV21RB MAC Address: 001F3A53F157 P Port 1: 1-713-429-1351 (Phone Line) Model No: Vonage VDV21RB MAC Address: 001F3A53F157 P Port 2: 1-713-429-5296 (Fax Line) If you need any further clarification, please reply with a detailed description of t the issue so that I will be in a better position to assist you further. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ************************************** 6 6. When Account has been activated. T Thank you for contacting Vonage, the award winning digital phone service!

I understand you would like to know when your account has been activated. Debra, as per our records, I see that you have two accounts with Vonage as f follows: Account Number: 1007476196 Status: Disconnected due to non-payment A Account Outstanding Balance: $209.55 Account Number: 1008056623 S Status: Active I see that your Account Number: 1007476196 was disconnected due to non payment as we did not receive any payments since November 18, 2008. This account was finally disconnected on February 11, 2009 as we were unable to reach you even to offer a promotion. You need to call our Customer Care to pay the account outstanding balance of $209.55 as it cannot be processed via your Vonage Online Account. The MAC Address: 0022693CBF73 you have specified is that of a Vonage V-Portal that w was activated in this account. Also, you have subscribed for a new account (Account Number: 1008056623) on April 25, 2009. The Phone Adapter for this account is yet to be provisioned. If you would like to start using our service using the Vonage V-Portal (MAC Address: 0022693CBF73) that was shipped to you for the disconnected account, it can be done only after the order for the new account has been completed. You can track the s status of this order through your Vonage Online Account. F For more information on tracking your order, please visit the weblink below: h http://www.vonage.com/support.php?article=432&topic=6 Y Your Vonage Online Account Username is: dbe_lngstn If you do not know your Vonage Online Account password, please visit the weblink b below: h http://www.vonage.com/support.php?article=1341 Once the order status shows "Completed", please reply to this email so that we would be able to reactivate your Vonage V-Portal in your new account. As we do not have an option to hold back the shipment for your new account, please refuse the delivery of the new phone adapter shipment so that it will be returned back to us. You will be able to start using our service as soon as we reactivate your Vonage V V-Portal in your new account. Note: As you are reusing the phone adapter from the disconnected account, I would be able to waive off the Rebate Recovery Fee of $70.00 from the account outstanding balance of $209.55 on your old account with us. ************************************** 7 7. Know Fax Number I understand you would like to know your Fax number. Constance, you can add a Dedicated Fax line to your account only after the order for your Phone Adapter has been completed. As per our records, I see that you subscribed for our service on April 24, 2009 and the initial order placed is pending shipping. Once the order for the new phone adapter has been completed, you

c can add a Dedicated Fax Line from your Vonage Online Account itself. You can track the status of this order through your Vonage Online Account.For more i information on tracking your order, please visit the weblink below: h http://www.vonage.com/support.php?article=432&topic=6 Y Your Vonage Online Account Username is: dbe_lngstn If you do not know your Vonage Online Account password, please visit the weblink b below: h http://www.vonage.com/support.php?article=1341 Once the order status shows "Completed", please follow the steps given below to a add a Fax line: 1 1. Log in to your Vonage Online Account. 2 2. Click "Add-ons". 3 3. Click "Add a Fax Line". 4. Click the Adapter you would like to use for your fax line. Then select the S State, Area Code and Location for your new Fax. Click "Continue". 5 5. Enter your 911 Information. Click "Accept". 6 6. You will receive an email order confirmation. You would be able to choose your State as well as the Area code of your Fax Number. As you have subscribed for a Vonage Small Business plan, your dedicated fax line will be included at no extra charge. You get 500 minutes of outgoing fax service to the US (including Puerto Rico) and Canada, plus unlimited incoming f faxes. I If would like to know more about the Fax, visit the below weblink: http://www.vonage.com/features.php?feature=fax ******************************* 8 8. Erase Voicemail Notification D Dear Janet Hatlee, T Thank you for contacting Vonage, the award winning digital phone service!. I understand you would like to clear Voicemail notification messages on the LCD s screen of your Vonage V-Portal. Janet, to clear Voicemail notification messages, please follow the steps given b below: 1. Call yourself, or have someone call your Vonage number, and leave a voicemail m message. 2 2. Login to your voicemail by phone and either save or delete the message. 3. Press the * key to exit out of the voicemail system and hang up the phone.

4 4. Wait for two minutes and the Voicemail notification messages should be gone. If the issue persists, please follow the steps given below to delete new V Voicemails from your Vonage Online Account: 1 1. Launch your Internet Browser and login to www.vonage.com. 2 2. Using your Username and Password, login to your Vonage Online Account. 3 3. Click on the "Voicemail" link. 4 4. Select your phone number and click on the "Get Voicemail" button. 5. You can select the Voicemails to be deleted and click on the "Delete Selected" b button. T To more about Voicemail message settings, visit the below weblink: h http://www.vonage.com/features.php?feature=vonage_visual_voicemail If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ********************************** 9 9. Billing Dispute D Dear Steve Botzet, T Thank you for contacting Vonage, the award winning digital phone service!. I understand you have disputes regarding the charges on your account. Steve, We would not be able to process any refund more than what was promised in the previous correspondences. If you do not confirm to the refund of 3 months to y your account, you can dispute the charges by contacting the below given address: V Vonage, Attn: Chief Legal Officer, 23 Main Street, Holmdel, New Jersey 07733, US If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php

- Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ************************************** 1 10. Call Mexixo and Latin America Plan D Dear Ana Rosa Arancibia, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know the coverage for Mexico and Latin America p plan. Vonage's Unlimited Residential Calling Plan with Call Mexico/Latin America ($24.99 + $15.00 for a total of $39.99/month) includes the below list of coverage: 1 1. Unlimited calling anywhere in the US, Canada and Puerto Rico. 2 2. Free calls to landline phones in Italy, France, Spain, UK and Ireland. 3. Unlimited calling to 23 countries/cities in Mexico, Latin America and Europe. For more information on the countries included in the Mexico and Latin America p plan, please visit the weblink below: h http://www.vonage.com/intplans_details.php? If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ********************************************* 11. Billing Dispute

D Dear Gerald Zakes, T Thank you for contacting Vonage, the award winning digital phone service! I understand you are concerned about the charges made to your account. Gerald, as per our records, I see that you had requested to tranfer the 1-(302)436-3635 as well as the 1-(302)-436-9108 number to Vonage. The transfer for the 1(302)-436-3635 number was completed on April 13, 2009 but the transfer for the 1(302)-436-9108 number was cancelled on April 20, 2009 as the number was d disconnected with your old carrier. A As per your account Billing History, I see that we have only charged you twice: I Invoice # 102138306 on Feb 17, 2009 for $15.55 I Invoice # 104676287 on Mar 17, 2009 for $29.32 The charge for $15.55 includes only the $14.95 for shipping the Vonage V-Portal Phone Adapter to you plus the additional taxes and the $29.32 was charged on your billing cycle date and includes $24.99 for your Calling Plan (Premium Unlimited P Plan). We have not debited any further amount from your Credit Card. Also, I see that your account was in "Grace" since April 17, 2009 as the monthly payment failed. However, I have issued a credit of $24.99 to your account towards the monthly charges for the 1-(302)-436-9108 number that was removed from your account. As such, your account is now "Active" and there is an outstanding credit o of $6.77 which will be ajusted with your future invoices. I would also like to inform you that when you subscribe to our service, you authorize us to collect from your payment method. This authorization will remain valid until 30 days after you terminate our authority to charge your payment method. As such, there are no options for hold your billing as long as the account i is Active. As informed by our agent, please get back to us once you have reactivated the 1(302)-436-9108 number with your previous provider so that we will be able to a assist you in transferring it to Vonage. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care

*************************************** 1 12. Directory Listing D Dear Jack Cairnes, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to get a new unlisted phone number from Vonage. Jack, all phone numbers assigned by Vonage are unlisted. The phone numbers you get from us will not be listed in any telephone directories. However, any phone n numbers you transfer from your local phone company may be listed. You can get a new number either by changing your existing number or adding an a additional line to your account. You can change your existing number at any time by going to www.vonage.com and logging into your Online Account. Next select "Billing" and click on "Change Your P Phone Number." You will be given the option to choose a new number. F For more information, please visit the weblink below: http://www.vonage.com/support.php?topic=6&article=477 T To add a new number to your account, please visit the weblink below: h http://www.vonage.com/support.php?keyword=AddNumber If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ***************************************** 13. Five International Calling Plan D Dear Vance Dato, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to have Russia and the Federation included in your C Calling Plan. Vance, now with the Residential Premium Unlimited Plan you can take advantage of our Unlimited International Calling Plans. With plans ranging from $6 to $15 per

month, for just a few dollars more each month you can enjoy unlimited calling to your friends and family across the globe. Vonage offers two International Calling P Plans that offers free calling to landlines in Russia. They are: 1. Enhanced World Plan - Unlimited Calling to 60 countries/cities at only $ $39.99/month 2. Call Europe Plan - Unlimited Calling to 29 countries/cities at only $ $34.99/month Note: Unlimited International Calling Plans (available only with the Unlimited Residential Plan) do not apply to certain call types, such as cell phones, and o other non-geographic and special numbers. For more information on the countries included in the above mentioned plans, p please visit the weblink below: h http://www.vonage.com/intplans_details.php? To change your Calling Plan, please follow the instructions given in the weblink b below: h http://www.vonage.com/support.php?article=505&topic=4 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care **************************** 1 14. MAC SWAP Active to Active, Active to disconnected. D Dear Andrew Thate, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know how to activate the Motorola VT2142-VD phone a adapter (MAC Address: 00195E5451E2) in your account. Andrew, in order to activate the Motorola VT2142-VD phone adapter in your account, we need to get an authorization from the account holder in whose account this phone adapter has been activated. You may contact the account holder and request him to contact Vonage's Customer Care and provide the authorization to activate this phone adapter in your account. Else, this could be done only after the account in which this phone adapter is active is disconnected.

If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care ******************************************************* 1 15. Refund charge D Dear Justin Lambroschino, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like us to refund your charges. Justin, I see that your account was disconnected on April 21, 2009. I checked our records and found that the Phone Adapter has not been updated in our records. If you have just returned your Vonage phone adapter to us, please allow up to 10 days for the equipment to be checked in and tested. Upon completion, we will post a credit to your account. If, after 10 days, you have not received a refund or have been contacted by Vonage, please contact us at that time and we will be happy to a assist you. However, I request you to provide me the tracking number and the shipment carrier you used to send the Phone Adapter so that I can verify and confirm the receipt of y your phone adapter. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh

Vonage Customer Care ************************************************ 1 16. Disconnect request D Dear Lynne Rennison,

T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to disconnect your account with Vonage. Lynne, as per our records, I see that your account is in Grace status since April 21, 2009 as your monthly payment failed for an amount of $31.76. If you have already discontinued the payment method that you have on file with us, Vonage will n not be able to process this payment. I am sorry to hear that you would like to disconnect your account with Vonage. Inorder to proceed with the cancellation of your account, our company policy dictates that an Account Manager verify information verbally with our customers. The contact number is provided at the bottom of the email. The Account Management Department is open Monday to Friday, 9:00 a.m. � 8:00 p.m. EST. We will not be able to process your cancellation request through email request. However, if you are unable to reach our Toll Free number from the UK, you may authorize your husband who is in the US to call and cancel the account. However, please ensure that you have updated his name as the account holder and also that he knows your account verification information. The terms of service call for a disconnection fee of $39.99 unless you continue with us for 2 years following your subscription date. The disconnection fee is waived if your service is disconnected after 2 year following your subscription date. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ****************************************** 17. Travelling to canada Dear Annette Thacker, Thank you for contacting Vonage, the award winning digital phone service!

I understand that you will be travelling to Canada and would like to place free calls to UK from there. Annette, I suggest you to carry the Vonage Phone Adapter along with you while travelling so that you can place free calls to UK. You can start using the service once you connect the Vonage Phone Adapter to an active Broadband Internet. I see that you are in the Residential Premium Unlimited Calling Plan. Under this plan, calls placed to US, Canada and Puerto Rico are free of cost. Also, you have free calling to UK landlines. For more information on the international rates to the United Kingdom, please visit the weblink given below: http://www.vonage.com/intrates.php?keyword=United+kingdom If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ******************************************************* 18. Change Number Dear Terry Rowland, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know whether Vonage offers service in Mcalester, OK. Terry, as per our records, your requested area is available with Vonage. If you would like to change your existing number, you can do the same any time by going to www.vonage.com and logging into your Online Account. Next select "Billing" and click on "Change Your Phone Number." You will be given the option to choose a new number or transfer your number. When choosing a new number you can manage incoming calls to your old number by selecting one of three options: 1. Permanent Call Forwarding with Virtual Number You keep your old number as a Virtual Number, forwarding calls to your new number permanently and never falling out of touch with important people. This costs $4.99 a month.

2. Temporary Call Forwarding When you change your phone number, the voicemail settings and messages will be transferred from your old number to your new number. 3. No Call Forwarding Your old number stops taking calls immediately. There is no charge to activate this feature. When choosing to transfer your number you will then proceed to the transfer process screen where you can enter the number you wish to transfer. Please note that regardless of which option you choose, all stored voicemail messages associated with your old number will be migrated over to your new phone number. Note: There is a one time activation fee of $9.99 (plus applicable taxes) for activating a new phone number on your account. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care *************************************************** 19. Credit--One month of Free service. Dear Larry Siegel, Thank you for contacting Vonage, the award winning digital phone service! I am in receipt of your request for a credit one one month of free service. Larry, as per our records, I see that you called us on March 31, 2009 to disconnect the service. At that time, the agent had offered you one month of free service but had informed you that the credit could be issued only after you have processed the outstanding balance on your account. Presently, your account has an outstanding balance of $63.57. Please get back to us once you have processed the payment so that I would be able to issue one month of free service to your account. Please visit the weblink below for information on making the payment:

http://www.vonage.com/support.php?article=1012 If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ******************************************* 20. Cut off date to Make a Payment: Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know cut off date to Make your Payment. Rob, as per our records only two of your accounts are in Grace. In the event of your credit card payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to charge your credit card during the following 53 days before the account is placed into Suspend. During this Grace period, you will not be able to make International calls. Your account will be in "Suspend" status once the account has passed the 53rd day grace period. An account may be suspended for up to 32 days. During this time you will still be able to receive calls, however you will not be able to make outbound calls, with the exception of calling Vonage customer care and emergency dialing (911 in the US and Canada, 999 in the UK). You can still access your Online Account and check or receive voicemail messages. Once your account is paid and your service is restored, there is a reactivation charge ($9.99 US Dollars, �5.99 UK, $12.99 Canadian Dollars) plus applicable taxes, which is due immediately. Your account will be automatically Disconnected with Vonage on the 86th day from the Grace period date. which means that the customer's service is no longer active (on the 86th day). Disconnected accounts cannot be reactivated. Once their account is disconnected, the customer will need to re-subscribe as a new customer. The status of your each account is mentioned below: Account Number(1002396226) : Outstanding Balance $179.29 Grace since Apr 25, 2009. Account Number(1005224104) : Outstanding Balance $149.83 Grace since Apr 25, 2009. Account Number(1002083320) : Active, No Outstanding Balance.

Account Number(1002072303) : Active, No Outstanding Balance. Please visit the weblink below for information on making the payment: http://www.vonage.com/support.php?article=1012 If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care **************************************** 21. Proof of TOS Dear Charles Ellebrecht, I understand you would like to us to give you proof that you have agreed to our Terms of Service. Charles , the Terms of Service updated in the Vonage website was last updated on March 20, 2009. Vonage may change the terms and conditions from time to time. By subscribing to our service, you agree that we may provide to you by use of electronic communications required notices, agreements, and other information concerning Vonage, including changes to this agreement. We may give you notice of a change by posting the change on the home page of Vonage.com, on your account web page or monthly bill, in a newsletter, by e-mail, on the relevant web page of the applicable service, or by other permitted communication. Such notices will be considered given and effective on the date posted. These changes will become binding on you on the date they are posted and we are not required to give you further notice in order for you to continue using our service. By continuing to use the service after revisions are in effect, you accept and agree to all revisions. When posted, any updates to the Terms of Service supersedes all previously agreed to electronic and written terms of service, including, without limitation, any terms included with the packaging of your device. It also supersedes any written terms provided to retail customers with retail distribution, including, without limitation, any written terms in the packaging of your device. If you want to withdraw your consent to receive notices electronically, you must discontinue your use of Vonage services. If you continue to use our service, we will consider this your acceptance of any changes. Also, your account Call Activity shows that you used our service to place calls until April 22, 2009. As such, we would not be able to process any further refund to your account.

My sincere apologies for the time you have spent dealing with this issue. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Cletus Vonage Customer Care ********************************************************** 22. Change existing number into Virtual Number- Callback Dear Gregg, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know whether an existing phone number in your account can be converted as a Virtual Number and if calls to a Virtual Number could be forwarded to a non-Vonage number. Yes, an existing phone number in your account can be converted as a Virtual Number. This change can be made only from our end. To proceed with your request, please confirm the number you would like to convert as a Virtual Number on your account and also include the number you would like to be reached on, providing a date and time of your availability. Please provide more than one call back option and a time range including your time zone (e.g. 2/1 9:00 � 9:30 AM EST and 3:00 � 4:00pm EST). I would like to inform you that Virtual Phone Numbers are low cost secondary numbers that ring to your primary Vonage line or SoftPhone. You cannot configure a Virtual Number to be forwarded to a non-Vonage number. Virtual phone numbers are used for inbound calls, so all features including Caller ID and voicemail assigned to your primary number will continue to work. If you have a virtual number pointed to one telephone number, all features turned on for your telephone number will also work for your virtual number You can also have multiple Virtual Phone Numbers pointing to the same primary number. For more information on Virtual Numbers, please visit the link given below: http://www.vonage.com/support.php?article=1362 If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php

- Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************************************* 23. Canada Sales Dear Sir/Madam, Thank you for contacting Vonage, the award winning digital phone service! I understand you are interested in subscribing for our service and would like us to offer you a call back. Thank you for your interest in our service! In order to subscribe for our service, you may either directly subscribe from our website or if you need a Live agent to assist you with the subscription, you can always call our Sales Department. The greatest benefit of Vonage is simple. For less money, we can provide the same or better telephone service than you are currently using. Vonage offers two different calling plans for Residential and Business customer.The calling plans are: Residential Plans: 1. $39.99 Premium Unlimited Plan 2. $19.99 Basic 500 Plan Small Business Plans: 1. $69.99 Entrepreneur Unlimited 2. $55.99 Entrepreneur Pro If you would like to more about the startup cost, visit the below weblink: http://www.vonage.ca/help.php?article=586&category=52&nav=6 If you would like to know the savings with Vonage, visit the below weblink: http://www.vonage.ca/help.php?article=171 If you would like to speak to a live sales representative, you can call us Toll Free at 1-888-898-8647. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Center at http://www.vonage.ca/help.php

- Contact Us at http://www.vonage.ca/help_contactus.php - Or call Toll-Free at 1-877-272-0528 Thank you for contacting Vonage - the Better Way to Phone for Less! Sincerely, Mahesh Vonage Sales ************************************************************ 24. Choppy Audio In Voiceline Dear Fred, I understand you are experiencing choppy audio in your Voiceline. Fred, I realize that you have been greatly inconvenienced by this situation. However, in order to assist you further, it is very important that you send us the results of the tests that were suggested in the previous email. For your convenience, I am providing the instructions for performing the tests below: 1. Run a Ping Test: To run a ping test on a Windows XP Machine: a) Click on START -> RUN b) Type "cmd" (For older windows versions, type in "command") c) Type 'ping 69.59.249.135' 2. Run a Tracert Test: a) Click on START -> RUN b) Type "cmd" (For older windows versions, type in "command") c) Type 'tracert 69.59.249.135 -l 600 -n 100' Please use the following steps to copy/paste the test results in your reply: 1. On the black screen, right click and select "Mark", select the portion to be copied. 2. Press the "Enter" key. 3. Paste the information copied I look forward to hear from you. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)

If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************************************** 25. Send Bill through Mail Dear Victoria Rumble, I understand you would be able to make the payment only by mailing us the amount. Victoria, as previously communicated, we do not have an option of receiving payments by mail. Currently Vonage's accepted methods of payments are Credit Cards/Debit Cards/Pre-Paid Cards with the Visa or MasterCard logo, American Express, Discover and ECP (Electronic Check Payment). As such you need to update one of the above methods of payment in your account to make the payment. For more information on updating your payment method and reprocessing a declined payment, please visit the link below: http://www.vonage.com/support.php?article=1012 Also, from your email I understand that you are not able to effectively use our service due to poor audio quality on the line. I realize that you have been greatly inconvenienced by this situation. However, I would like to assure you that we would be able to diagnose and troubleshoot the issue. Dropped audio can be due to the following scenarios. 1. Intermittent connection problems to the internet. 2. Playing computer games online or Xbox, PS3. 3. Downloading movies, music and other large files. 4. Connecting to a remote network through VPN (Virtual Private Network). Before troubleshooting further please make sure that you have checked the above said scenarios. The issue could either be with the Vonage phone adapter itself or with the Internet Service Provider (ISP). Hence, in order to isolate the issue and investigate further, please reply to this email with the following information: 1. Run upload and download speed tests on the following site and provide us the test results: http://speedtest.vonage.com/

2. Run a Ping Test: To run a ping test on a Windows XP Machine: a. Click on START -> RUN -> and click on "Enter" (You will get a black screen now) b. Type "cmd" (For older windows versions, type in "command") c. Type:ping -l 600 69.59.241.16 (The letter next to PING is alphabet "l" and not numeric 1) 3. Run a Tracert Test: a. Click on START -> RUN -> and click on "Enter" (You will get a black screen now) b. Type "cmd" (For older windows versions, type in "command") c. Type: tracert 69.59.241.16 Please use the following steps to copy/paste the test results in your reply: a. On the black screen, right click and select "Mark", select the portion to be copied. b. Press the "Enter" key. c. Paste the information copied. 4. The exact network setup. Mention the make and model number of the devices in your network. Example: Modem (Cable/DSL/wall jack)--->Vonage phone adapter (or) Modem (Cable/DSL/wall jack)-->ROUTER-->Vonage phone adapter 5. The make and model number of your Internet modem. Regarding your issue with Visual Voicemails, I would like to inform you that incorrectly transcribed messages are rare but may happen based on the language and accent used in the voicemail. For those messages where the system cannot clearly understand the content, we will notify you that a transcription was not possible and you will not be charged for transcriptions on these calls. You will still receive an email with the voicemail WAV file attached for you to hear the message. You may also check the message from your phone or via your Online Account. We continuously work to ensure that Vonage Visual Voicemail will provide quality transcriptions of your messages. We appreciate your feedback on errors or missing words in your Vonage Visual Voicemail transcription. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage

phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************************************** 26. Refund Processed Dear Thomas Fresina, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like us to refund the Rebate Recovery Charges to your account. Thomas, as per our records, we received your phone adapter on April 09, 2009 and it has been updated in our records. The Rebate Recovery fee of $79.99 has been processed to your account on April 27, 2009. The refund will take 2-3 business days to show up on your Checking account. We appreciated your patience throughout the returns process. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ******************************************** 27. Dispute of Disconnection fee Dear Clara Fuentes, I understand you have a dispute about the disconnection fee applied to your account. Clara, as per our records, I see that you first contacted us for disconnecting the service on March 3, 2009. Our agent had offered you the Residential Basic 100 plan ($9.99) and two months of free service but the offer was declined. As your account was not disconnected on that date, we have issued a credit for the monthly charges for March($31.52) and April 2009($31.84) on April 15, 2009.

This credit got adjusted with the disconnection fee of $39.99 plus taxes ($43.19) charged on April 15, 2009 and the remaining of $20.17 was refunded to your payment method on file. Please note that if you disconnect the service within two (2) years following your activation date, you will be charged a disconnection fee of $39.99 per voice line, subject to applicable state and local laws. Please visit the web link given below to learn more about our Terms of Service (Section 8.7): http://www.vonage.com/features_terms_service.php?lid=footer_terms Your account was started on December 06, 2007 and was disconnected on April 15, 2009 which is within two years of service activation. As such, I will not be able to waive the disconnection fee on your account. However, we have not charged your credit card on file since Apr 6, 2009 and there is no outstanding balance on your account. For this account, you will not be charged for our service any further. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************************************ 28. Change Number-( context) Change your phone Number Dear Ngozika Nwaneri, Thank you for contacting Vonage, the award winning digital phone service! I understand that you would like to block calls from a specific numbers. Ngozika, I regret to inform you that the "Specific Call Block" feature is not available with Vonage as of now. I understand the value customer�s gain from these services and we are continually looking at when we will be in a position to introduce them. We value this kind of customer feedback, as it helps further our efforts to provide the best possible service. Please check the website if we start offering the feature but at this time we do not have a timeframe when we will be offering this feature. As such, if you would like to change your existing number, you can do the same any time by going to www.vonage.com and logging into your Online Account. Next select "Billing" and click on "Change Your Phone Number." You will be given the option to

choose a new number or transfer your number. All stored voicemail messages associated with your old number will be migrated over to your new phone number. Note: There is a one time activation fee of $9.99 (plus applicable taxes) for activating a new phone number on your account. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************************************************************** 29. Account Status Dear Janice, I understand you need clarification about your account status. Janice, as per our records, I see that your account is in "Grace" status from April 28, 2009 as the monthly payment for an amount of $29.02 failed to process. I see that the payment was declined by your credit card company but they have not provided additional information as to why the transaction was not honored. As such, I request you to contact your credit card company to verify that there are no issues at their end. Upon confirmation, you can always make the payment from your Vonage Online Account by following the instructions provided in the weblink given below: http://www.vonage.com/support.php?article=1012&topic=6 If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less!

Sincerely, Mahesh Vonage Customer Care ***************************************************************** Dear Augustus Richardson, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know whether you will be assigned a number when you subscribe for our service. Augustus, saving with Vonage is easy because you get unlimited local and long distance calling plus all your favorite phone features are included at no extra cost!. When you subscribe for a Vonage Service, we will assign you new Phone Number to use our service. You need not have an existing number to subscribe for our service. Vonage charges a one time activation fee per line of $29.99 for residential and business accounts that will be charged to your form of payment on the date of your order. However, we are presently offering a promotion that offers free activation on all Calling Plans. For more information on the promotion, please visit the home page of our website www.vonage.com Inorder to use our service your activation fee will be waived off by Vonage for a prospective customer. Check out our online calculator and start up cost to see how much lower your phone bill will be with Vonage: http://www.vonage.com/call_plans_residential_basic.php If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ****************************************************************** 30. Change Voicemail Greeting Dear Susan,

Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know how to change your Voicemail greeting. In order to personalize your Voicemail Greeting, please follow the steps given below: 1. Dial *123. 2. Press 9 for Setup Options. 3. Press 1 for Mailbox Setup and Greeting. 4. Press 2 for Normal & Extended Absence Greetings. 5. Press 2 for Record Your Greeting. 6. Record a greeting; press the pound (#) key to accept. Key Commands for Personal Greeting: # To accept 1 To replay 2 To rerecord 3 Mark as an Extended Absence Greeting * To cancel 0 For help For more information, please visit the below weblink: http://www.vonage.com/support.php?article=1094#personalgreetings If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care *********************************************************** 31. Unable to call Account Management

Dear Cupertino, Thank you for contacting Vonage, the award winning digital phone service! I understand you are unable to call our Account Management at the Toll Free number provided. Cupertino, if you are unable to reach our Toll Free number from the Panama, you may authorize anyone of your family or friends who is in the US to call and cancel the account. However, please ensure that you have updated the name of the person who is calling as the account holder and also that they know your account verification information. The Terms of Service call for a disconnection fee of $39.99 unless you continue with us for 2 years following your subscription date. The disconnection fee is waived if your service is disconnected after 2 year following your subscription date. The contact number is 1-866-243-4357 (1-VONAGE-HELP). The Account Management Department is open Monday to Friday, 9:00 a.m. � 8:00 p.m. EST. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************************************* 33. Merge Three accounts into One Dear Virginia Sumner, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to merge three of your accounts into one. Virginia, I see that you have subscribed for three accounts with Vonage on March 31, 2009. You have one Phone Adpater in each account having one phone number assigned to it. I have summarized the details below: Account Number: 1007991846 Phone Adapter: Vonage V-Portal MAC Address: 001FE18FDEDB Phone Number: 1-(904)-687-1817

Account Number: 1007991804 Phone Adapter: Vonage V-Portal MAC Address: 00242B58CF89 Phone Number: 1-(904)-687-1544 Account Number: 1007991712 Phone Adapter: Vonage V-Portal MAC Address: 00242B33977D Phone Number: 1-(904)-687-0711 If you would like to merge all the three accounts, please reply with the following information, so that we will be able to assist you further. 1. Account Name: 2. Contact number: 3. Account that will be left active: 4. Account that will be disconnected: 5. MAC to Move(Confirm that MAC Addresses of the Phone Adapters you would like to activate in the account to be left active): 6. Port 1(Phone Number to be assigned on Phone port 1): 7. Current Rate Plan (Calling Plan you require for the above number): 8. Port 2(Phone Number to be assigned on Phone port 2): 9. Current Rate Plan(Calling Plan you require for the above number): 10. Do all units remain from accounts (Y/N): Note: Regarding Point# 6 - 9, please confirm the MAC Addresses of the phone adapters you would like to keep active in your merged account and the phone ports to which the numbers should be assigned. Also, please confirm the Calling Plans for the numbers. Regarding your request for Call Hunt, it would be better to configure the number in Call Hunt once the Account Merge has been completed. For information on configuring your phone numbers in Call Hunt, please visit the weblink below: http://www.vonage.com/support.php?keyword=CallHunt Also, you are being disconnected from one line while using the other and also hearing cross-talk between the phone lines because of insufficient bandwidth for Vonage to service multiple lines simultaneously. In order for us to troubleshoot this issue, please perform the following steps: Run the following tests in your computer connected to the Vonage Telephone Adapter from your end. 1. Run upload and download speed tests on the following site and provide us the test results:

http://www.vonage.com/support.php?article=497&topic=4 We need two test results on different occasion: 1. Connect your computer directly to the modem and run the bandwidth test. 2. Run a bandwidth test while you are in Call Hunt Reply to this email with the details, this would help me further, to provide you with the best possible solution: If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************************************************************** Dear Steven Metz, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like us to provide information regarding calls received from 1-(561)-706-5211 and 1-(651)-649-3336. Steven, I realize that you have been greatly inconvenienced by this situation. Inorder to assist you further, you need to first file a complaint with your Local Legal Authority about these harrassing calls and then have one of their representative contact our Legal Department requesting information about these calls. Vonage would be able to provide the requested information only if contacted by a Legal authority. I am sorry for being helpless in this case. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your

Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ********************************************** 34. Use Phone service only for Voicemail /Call Forwarding Dear Aaron Ward, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to use your Vonage phone number only for Voicemail/Call Forwarding. Aaron, we do not have an option to convert your phone number as a Voicemail Only number. However, you may use the service for the purpose of Call Forwarding as long as it is within your Calling Plan limits. I see that your Annual Prepay plan got renewed for another year on May 06, 2009. As you have stated that you will not be using our service for outbound calls, you may choose to downgrade your Calling to any of the lower value Calling Plans to enhance your savings. Please visit the weblink below to downgrade your Calling Plan: http://www.vonage.com/support.php?topic=4&article=505 For more information on available Calling Plans, please visit the weblink below: http://www.vonage.com/call_plans.php Note that we will be able to refund the charges for the Annual PrePay auto renewal only if you downgrade your Calling Plan and contact us within 30 days of renewal of the Annual PrePay Plan. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************************

35. Referral Credit Dear Jon Kroff, Thank you for contacting Vonage, the award winning digital phone service! I understand that you were referred by Evan Johnson and would like us to issue him the referral credit. Jon, I checked our records and found that you have not subscribed using the required weblink (www.vonage.com/friend) for our billing system to process the Refer-A-Friend credit. The credit for the Refer-A-Friend is applied automatically when you use the link sent by the referrer for subscribing to Vonage or once you enter the referrer's phone number while subscribing. When a new customer subscribes using the link, the system automatically credits the respective accounts for the referral and tracks both your account. If the new customer does not complete 90 days of service and decides to disconnect before that, the system will automatically remove the credit from your account. Since you did not subscribe using the e-coupon, we do not have a way to track the status of your referral. As an exception, I offer to issue you as well as your referrer a manual credit for this referral. Please note that we can apply this credit to your account only after you have completed 90 days of service. Depending on the account status of both yourself and your referrer, credit will be applied to your account. Kindly reply to this email after August 06, 2009 so that we can process applicable credit to your account. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************************** 36. Merge Accounts Dear Debra Owens, I understand you would like to merge your accounts. Debra, I see that the Number Tranfer for your fax Number 1-(978)-443-3454 has not been completed. Once the Number transfer is completed. you need to change your Voiceline into Faxline. This change can be made only from our end. To proceed with your request, please confirm the number you would like to convert as a Fax Number

on your account and also include the number you would like to be reached on, providing a date and time of your availability. Please provide more than one call back option and a time range including your time zone (e.g. 2/1 9:00 � 9:30 AM EST a and 3:00 � 4:00pm EST). We will be able to assist you once the Number Transfer is completed. Please reply t to this email with the following information to merge your accounts: 1 1. Account Name: 2 2. Contact number: 3 3. Account that will be left active: 4 4. Account that will be disconnected: 5. MAC to Move(Confirm that MAC Addresses of the Phone Adapters you would like to a activate in the account to be left active): 6 6. Port 1(Phone Number to be assigned on Phone port 1): 7 7. Current Rate Plan (Calling Plan you require for the above number): 8 8. Port 2(Phone Number to be assigned on Phone port 2): 9 9. Current Rate Plan(Calling Plan you require for the above number): 1 10. Do all units remain from accounts (Y/N): If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ******************************************************* 3 37. Vonage Business Partner D Dear James, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to be Vonage's business partner. James, in order for us to assist you better regarding your request, I would ask you to contact our Corporate Office by visiting the weblink given below:

h http://www.vonage.com/corporate/contact_directions.php If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care *************************************** 3 38. Change Annual Prepay into Monthly D Dear Robert Myers, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to change your Annual payment into monthly. Robert, I see that you have subscribed to our Annual Prepay plan on May 05, 2009. You will be able to downgrade to a monthly Calling Plan from your Vonage Online A Account itself. For instructions on downgrading, please visit the weblink below: P Please visit the weblink below to downgrade your Calling Plan: h http://www.vonage.com/support.php?topic=4&article=505 F For more information on available Calling Plans, please visit the weblink below: h http://www.vonage.com/call_plans.php However, please note that you will be charged the Calling Plan change fee of $9.99 plus applicable taxes and fees for downgrading to a monthly plan and also the money paid for the Annual Pre-Pay Plan is non-refundable. As such, I would suggest t that you continue with the Annual PrePay Calling Plan. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service.

T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care ********************************************** 3 39. Unable to view saved Voicemail messages D Dear Keith Whitten, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know why you were unable to retrieve the saved V Voicemail messages from the Online account. Keith, I realize that you have been greatly inconvenienced by this situation. Regarding your issue with the audio quality issue, it is more likely that they are caused by poor Internet connection. Hence, in order to isolate the issue and i investigate further, please reply to this email with the following information: 1 1. Is there more than one issue? 2 2. Does the voice cut out and there is static on the line? 3 3. Is there choppiness and echo? The saved Voicemail messages will be deleted after 60 days of time when you first saved the message. You must save your messages to disk if messages needed longer t than 60 days. At Vonage, we are committed to providing you with a great service at a good value. In order to continue to provide you with the best service possible, the basic rate plan of 500 minutes will increase from $14.99 to $17.99. State and local governments may assess taxes, surcharges, or fees, or all of these, on your use of our service. These charges may be a flat fee or a percentage of your Vonage charges and may change without notice. These charges are based on the rates a applicable to the address you provided to us. If you would like to know more about the Voicemail settings, please visit the b below weblink: h http://www.vonage.com/features.php?feature=voicemail If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service.

T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ************************************************* 4 40. Callback not receieved regarding the disconnection of account D Dear Cory Ferguson, T Thank you for contacting Vonage, the award winning digital phone service! I understand you have not received any call back regarding the disconnection of y your account. Cory, as per our records I see that you had called us on April 21, 2009 to request the cancellation of your account. However, the account was left active as you did not agree with the disconnection fee as outlined in our Terms of Service. However, I do not see any notes stating that you should have received a call back regarding t the same. In order to proceed with the cancellation of your account, our company policy dictates that an Account Manager verify information verbally with our customers. The contact number is provided at the bottom of the email. The Account Management Department is open Monday to Friday, 9:00 a.m. � 8:00 p.m. EST. We will not be a able to process your cancellation request through email request. The Terms of Service call for a disconnection fee of $39.99 unless you continue with us for 2 years following your subscription date. The disconnection fee is waived if your service is disconnected after 2 year following your subscription d date. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care ************************************************** 4 41. Reactivate Disconnected Account D Dear David Aune, Thank you for contacting Vonage, the award winning digital phone service!

I understand you would like us to reactivate your disconnected account. David, as per our records, I see that your Account Number: 1006833322 was disconnected on May 07, 2009 as you called to request cancellation because of unavailability of an active Internet service. Please note that we do not have an option to reactivate a disconnected account. In order to continue using our service, you will need to resubscribe for a new account. I can assure you that we would be able to help you in using the same phone adapter. Also, we will be able to provide the same phone number if you resubscribe for a new account within 45 days of disconnection of your old account. I also see that Annual Prepay plan got renewed on your account on April 26, 2009 but as your account was disconnected on May 07, 2009,there is an account outstanding balance of $327.58. We would be able to refund the charges for the renewal of the Annual PrePay plan if you contact us within 30 days of cancellation of your account. Please note that there are no contracts with Vonage's service. However, you may be charged a disconnection fee of $39.99 if your account is disconnected within 2 years of service activation. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************************************************** 42. Remove Virtual Number Dear Kamia Cambridge, Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to Remove your Virtual Phone Number. Kamia, from our records I found that you have added a New Phone Number (1-(954)839-8921) to your account on April 14, 2009. When you added your Phone Number, you would have chosen "Permanent Call Forwarding" as such your previous number has become a Virtual Number to your account. With Vonage you can remove your Virtual Number through your Vonage Online Account. To remove the Virtual Number (1-(954)839-8921) from your account, please follow the steps given below:

1 1. Login to your Online Account using the username and password. 2 2. Select the "Features" link. 3 3. Select the "Manage Virtual Phone Numbers" link. 4. Select the Virtual Phone Number you would like to remove and click "View" link. 5. Click on "Remove" button to remove the Virtual Phone Number and upon click the " "Accept" button to accept the removal of your Virtual Phone Number. NOTE: Once you remove a Virtual Phone Number you will not be able to get it back. The Terms of Service call for a disconnection fee of $39.99 unless you continue with us for 2 years following your subscription date. The disconnection fee is waived if your service is disconnected after 2 year following your subscription d date. The contact number is 1-866-243-4357 (1-VONAGE-HELP). The Account Management D Department is open Monday to Friday, 9:00 a.m. � 8:00 p.m. EST. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care ****************************************************** 4 43. About RAF Promotion D Dear Lewis Shirley, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know more about Refer-A-Friend promotion. Lewis, I see that you subscribed for our service on December 15, 2007 under the promotion of one month of free service along with the Residential Premium Unlimited Plan. Please note that you did not subscribe using the Refer-A-Friend ecoupon and hence our billing system had no means to track this referral automatically. Also, we do not have an option to combine two promotions. However, as an exception, we had issued you another month of free service on December 27, 2 2009.

For clarification, please view the credit statement by following the instructions g given below: 1 1. Log into your Online Account. 2 2. Click on the Billing tab. Also, I see that you referrred another friend to Vonage on May 08, 2009 and we have issued a Credit amount of $19.90 to your account based on the calling plan y your friend subscribed for his Vonage account. Presently , there are two ways to refer a friend to Vonage - just direct your family member or friend to sign up from the Vonage Refer-A-Friend email invite or direct them to use your phone number at www.vonage.com/friend. If your friend subscribes using the e-coupon or key in your phone number at (www.vonage.com/friend), when your friend(s) completes the subscriptions, our automated system will tag both the accounts and issues credit for Refer-A-Friend p program. If you would like to know more about the Refer A Friend, please visit the below w weblink: h http://www.vonage.com/support.php?keyword=ReferAFriend If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care *********************************************** 4 44. Feature Not Available- Fax D Dear Francis Delahanty, T Thank you for contacting Vonage, the award winning digital phone service! I understand that you would like us to provide an option to block unwanted faxes t to your dedicated fax line. Francis, please note that Dedicated Fax lines are offered without any features associated with it. As such, we would not be able to provide you with an option to block faxes from unwanted numbers. I am sorry for being unable to assist you with y your reqeust.

If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care ******************************************************* D Dear Chirag, T Thank you for contacting Vonage, the award winning digital phone service! I understand you need clarification regarding the charge of $96.42 on April 28, 2 2009. Chirag, as per our records, I see that you were issued a replacement phone adapter on April 26, 2009. However, we had to place another order for a phone adapter on April 28, 2009 as the replacement phone adapter originally placed on April 26, 2009 was being shipped to an incorrect address. The replacement order was placed after refunding an amount of $96.42 to your credit card. As such, the charge of $96.42 per Invoice # 108152705 on April 28, 2009 was balanced with the same amount r refunded to your card. Additionally, another credit of $21.00 was issued to your account before we placed an order for the new phone adapter (as per Invoice # 108152408). If you verify your Billing History for the period April 05, 2009 - May 05, 2009, we have only c charged you $3.80 on April 28, 2009. For more information on verifying your online invoices, please visit the weblink b below: h http://www.vonage.com/support.php?article=545 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. Thanks again for choosing Vonage, a better phone service for less!

S Sincerely, Mahesh Vonage Customer Care. ******************************************************************* D Dear Cameron Lewis, T Thank you for contacting Vonage, the award winning digital phone service! I understand that you are unable to login to your Vonage Online Account even after r resetting the password. I realize that you have been greatly inconvenienced by this situation With regards to your issue, I have set a temporary password for your Account. P Please try to login with the username and password given below. C Cameron, username for your Vonage Online Account is: "camlewis". T The password is :V0nage123 N Note: The '0' in the password is numeric and not alphabet 'O'. I request you to personalize your Password immediately. You can do this through t the "User Information" section on the "Account" page. I If you are unable to login, please revert for further assistance. To learn more about your Web Account we offer an online demo from the Help section o of our website. To view the online demo, please visit: h http://www.vonage.com/support.php?keyword=OnlineAccount If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care *********************************************************8888 D Dear Julia Kesler, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know about our service availability in Tecumseh,

OK. Julia, even though our service is available in the 536 area, we do not offer our service in your requested town of Tecumseh, OK. However, you will be able to subscribe for a number from any of the following towns so that your callers from Tecumseh, OK will not be charged long distance rates. Arcadia,Oklahama Britton,Oklahama Calumet,Oklahama Crescent,Oklahama Edmond,Oklahama Harrah,Oklahama Kingfisher,Oklahama Midwest city,Oklahama Moore, Oklahama Wheatland,Oklahama Yukon,Oklahama We are constantly working to expand our areas of coverage, but at this time I do not have a timeframe when we will be offering your town. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ******************************************************* Username/Password Case sensitive Dear Martin Kapusta, Thank you for contacting Vonage, the award winning digital phone service! I understand that you are unable to login to your Vonage Online Account even with

the temporary password. I apologize for any inconvenience that may have been caused. Douglas, your Vonage Online Account user name is: "mkap2205" If you attempt to log in more than 5 times with an incorrect username or password, for security reasons you must wait at least 15 minutes before trying to log in again. Please note that username and password are case sensitive. Please make sure that you are using all lower case letters in your username as mentioned above. In order to avoid typing errors, instead of manually typing the password, copy the password from your email and paste it in the password field. Kindly login to your account using the above mentioned user name and the temporary password that you have received. I suggest you to personalize the password as soon as logging into your Online Account. You can do this under "User Information" section on the "Account" page. Steps to obtain a temporary password for your Vonage Online Account: 1. Go to www.vonage.com. 2. Click on the "Forgot Password" hyperlink located on the top of the web page. 3. You will be prompted to enter your Vonage username and email address. 4. Click on the "Submit" button. 5. The temporary Password will be sent to the email address on your Vonage account. 6. Please personalize your Password immediately. You can do this through the "User Information" section on the "Account" page. For more information on username and password basics, please visit the link given below: http://www.vonage.com/support.php?keyword=OnlineAccount If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh

V Vonage Customer Care * *********************************************** Cx unable to login to your Vonage Online Account even with the temporary password. // Educated the cx that he has to use lower case letters. Provided the username a and asked to reset the password . ******************************************** D Dear Amanda Galdonik, T Thank you for contacting Vonage, the award winning digital phone service! I understand your incoming calls are being forwarded to Voicemail and you are u unable to access your Vonage Online account. A Amanda, your Vonage Online Account user name is: "mandarin859" Please note that username and password are case sensitive. Please make sure that you are using all lower case letters in your username as mentioned above. In order to avoid typing errors, instead of manually typing the password, copy the password f from your email and paste it in the password field. If you attempt to log in more than 5 times with an incorrect username or password, for security reasons you must wait at least 15 minutes before trying to log in a again. Kindly login to your account using the above mentioned user name and the temporary password that you have received. I suggest you to personalize the password as soon as logging into your Online Account. You can do this under "User Information" s section on the "Account" page. If you are successfully able to access the Vonage Online account, please enable and disable the "Voicemail Settings" as a troubleshooting procedure to resolve your issue with receiving calls. To enable and disable your Voicemail settings, p please follow the instructions below: 1 1. Launch your Internet Browser and go to www.vonage.com 2 2. Enter the username and the password and login to the Vonage Online Account. 3 3. Click the "Features" link. 4. Go to "Voicemail settings" and select the phone number from the drop down menu a and click "Configure". 5 5. Now select "Disable Voicemail" and click on "Save", wait for 2 minutes. 6. Now select "Enable Voicemail and increase the voicemail seconds to "1 minute". 7 7. Click on "Save". After performing the above mentioned steps, please make test call from any cell phone number or non-Vonage phone and check whether you are able to receive calls. I If the issue persists, please reply with the following information: 1. What is your network configuration? (Make and model numbers of all devices on the network: modem, routers, switches, phone adapters, phones)

2. Did you make any changes in your network or account at the time when the p problem started? 3. How is your phone connected? (Are you using home wiring, splitters, PBX, etc?) 4. Does the inbound call issue occur only for Vonage numbers or non-Vonage numbers a as well? 5. Does this occur only for certain area codes or certain numbers? If so, could y you provide those numbers? If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Center at http://www.vonage.com/help.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists t to successfully as ************************************************ D Dear Lindsay Overmann, T Thank you for contacting Vonage, the award winning digital phone service! I understand you are unable to subscribe for an account using an APO AE address as y your shipping address. Lindsay, from your email, I see that you are stationed in Brunnsen, Netherlands. Please note that you will not be able to subscribe for an account by updating an APO address. If you would like to update an APO AE address, please call our Saled department to complete the subscription so that we would be able to update the a address from our end. However, if you are unable to call our Sales Toll Free number, you may choose to update a valid United States shipping address to subscribe for the account so that we can ship the phone adapter to the updated US address. Once the Phone Adapter is delivered to that particular address, it can be re-shipped by your family or f friend to the place where you are located. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely,

Mahesh V Vonage Customer Care ********************************************************* D Dear Bart Hayes, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know about our service availability in Jay, V Vermont. Vonage's, even though our service is available in the 802 area, we do not offer our service in your requested town of Jay, Vermont. However, you will be able to subscribe for a number from any of the following towns so that your callers from J Jay, Vermont will not be charged long distance rates. As Jay, Vermont rate centre is not available in the area code 802, I would suggest you to select the nearest rate centre to subscribe the Vonage service. We are constantly working to expand our areas of coverage, but at this time I do not have a timeframe when we will be offering your town. I If you are ready to sign up and receive your first month free, please visit: h https://subscribe.vonage.com/vonage-subscribe/index.htm? If you would like to speak to a live sales representative, you can call us Toll F Free at 1-800-975-9560. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Support at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Sales * *********************************8 D Dear Daris Cook, T Thank you for contacting Vonage, the award winning digital phone service! I understand you are concerned about a notice you received from a Collection A Agency. Daris, I have reviewed our records and found that there are two accounts opened u under your name which are as follows: Account Account Account Account Number: 1007314777 Start Date: August 27, 2009 Status: Disconnected due to Non-Payment on May 23, 2009 Outstanding Balance: $179.83

Account Account Account A Account

Number: 1007314725 Start Date: August 28, 2009 Status: Active Outstanding Balance: $0.0

You have been receiving calls and notices from collection agencies for Account N Number: 1007314777 that had a total Account Outstanding Balance of $179.83. After further review, it has been determined that the second account was activated in error. As such, we have waived off the full amount of $179.83 that was outstanding for Account Number: 1007314777. We have also forwarded a request to have this account recalled from Collections. As such, you should no longer be r receiving any calls from our Collection Agencies. I can only imagine how frustrated you must be with us at this point. I appreciate the admirable restraint you exercised in your message. My sincere apologies for t the time you have spent dealing with this issue. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care * *******************************************888 D Dear Malachy Scully, I understand your concern regarding the taxes incurred in your monthly invoice. The fees which are taxed are not mandatory charge dictated by the government/FCC, but Vonage is allowed to recoup its costs of contributing to the corresponding funds by way of these surcharge. While Vonage does not make a profit from the surcharge, it is treated as revenue from an accounting perspective, and thus a t taxable item. Regulatory Recovery Fee: This fee recovers some of our costs of complying with t telecommunications regulations. Emergency 911 Cost Recovery: This fee is used to recover costs directly associated with developing, implementing and maintaining a nationwide E911 system in compliance with FCC regulations; Vonage 911 dialing; and, the Vonage national 911 e emergency call center. Federal Program Fee: This fee includes recovery for several federal programs.

Specifically, it includes recovery for federal Universal Service Fund (USF) assessments on Vonage. The federal USF program is aimed at ensuring the availability of affordable telecommunications services to schools, libraries and rural health care facilities. It also serves to subsidize local service in highcost areas and low-income households. The Federal Program Fee also includes recovery for federal Telephone Relay Service (TRS) fund assessments on Vonage. This program supports facilities and services used to provide telecommunications services for individuals with hearing and speech disabilities. Finally, this fee includes recovery for Federal Communications Commission (FCC) regulatory fees assessed on Vonage. This fee is assessed on service providers by the FCC and is u used by the FCC to partially fund its operations. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage device you are calling about and in the location you intend to use your Vonage s service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care * **************************** D Dear Erik Meyers, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know if we could delay your billing till August 03, 2 2009. Erik, The billing date on your account is the same day you set up your account with Vonage. This date cannot be changed. However; Vonage offers you flexibility i in case you are unable to make the payment on your billing date for any reason. In the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, only your ability to make International calls and 411 dialing would be disabled. At any time during the: Grace period, you can login and reprocess your payment to reactivate service. Once the issue in your Checking account is resolved y you can Make your payment by visiting the Vonage Online Account. As you stated that you are having issues with the Checking Account information that is currently updated with us, I would like to inform you about One-Time payment. The one time payment is an extension of current billing system which will allow you to do the one time payment for your current charges on your own account only. You would be able to use the "Make A Payment" screen and then choose to use a new or existing payment method to process the payment. The new payment

information can be entered for a one time only and will not be available to be reu used again for any new one time charge. You can also choose to keep the new payment method by clicking on "Use this payment information for future charges" and then this new payment information will b be updated into the payment account for the future payment method. For more information about Payment and Billing, please visit the weblink given b below: h http://www.vonage.com/support.php?topic=6&article=1391 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care. * ************************************************* D Dear Paul Neveux, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know whether Vonage offers any special Calling P Plans for Non Profit Organizations. Paul, I would like to inform you that we do not offer any special Calling Plans for Non Profit Organizations. However, we do have the option to have an account T Tax exempted if it qualifies for the same. For more information about available Calling Plans, please visit the below w weblink: h http://www.vonage.com/calling_plans/ If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your

V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care * ******************************************************** I understand that you need a reminder regarding your username and password for y your Vonage Online Account. T The username for your Vonage Online Account is: ld9bc We value your business and your privacy. In order to ensure that your account information is kept confidential and secure, we do not store account passwords in our system. However, you can reset the password to get a new password at your a account email address. Please follow the steps given below to obtain a temporary password for your Vonage O Online Account: 1 1. Go to www.vonage.com. 2 2. Click on the "My Account/Login" link located on the top of the web page. 3 3. Click on the "Forgot your password?" hyperlink. 4. You will be prompted to enter your Vonage Username and email address. Your Vonage username has been given above. The email address you provide must match the e email address on your Vonage account. 5 5. Click on the "Submit" button. 6. Your temporary password will be sent to the email address on your Vonage a account. N Note: The password is case sensitive. For more information on username and password basics, please visit the link given b below: h http://www.vonage.com/support.php?sc=support0409&article=1341 8 8888888888888888888888888888888888888888 D Dear CM Javier, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to change your number as you are moving to the New l location. Vonage gives you revolutionary new area code and number selection flexibility. With Vonage, you are never tied to a local area code - unless you want to be. If your new area code is available, any body calls you in your area code will not be

a long distance call for them. Vonage can provide you a new phone number with an area code of your choice and a specific location to determine your local exchange or prefix if it is available. As per our records, I see that we do not offer service in Suwanee, GA. As such, you may choose to either continue with the same n number or select a new number of one of the nearby towns. You can select the area code and an available town for your Vonage phone number f from our available list from the given below link: h http://www.vonage.com/avail.php?lid=nav_avail The last 7 digits of your new phone number will be automatically generated by our system. To change your Vonage phone number through your Vonage Online Account, p please follow the steps given below: 1 1. Launch your Internet Browser and go to www.vonage.com. 2 2. Using your Username and Password, login to your Vonage Online Account. 3 3. Click on the "Billing" link. 4 4. Click on the "Change Your Phone Number" link and follow the instructions. There is a one time activation fee of $9.99 (plus applicable tax) for changing the phone number. You will have access to your old Vonage number for 7 days to give y you time to hand out your new number and to access your Voicemail messages. For more information on changing your phone number, please visit the link given b below: h http://www.vonage.com/support.php?article=477 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care *****************************8 D Dear Matthew Mitchell, T Thank you for contacting Vonage, the award winning digital phone service! I understand your Account Name is Misspelled and would like to know the status of the Number Transfer for the Phone Number 1-(714)-639-6216.

Matthew, I have updated your Account Name to show as Socal Laminating Inc. In future if you would like to change the Account name, please follow the given below s steps. 1 1. Launch an Internet Browser and go to www.vonage.com. 2 2. Enter the Username and Password, login to your Vonage Online Account. 3. Click on the "Account" tab. This is located on the top Left menu of your D Dashboard. 4. On the "Account" page under the top menu, click the "Edit Account Information" l link to change your name. I see that you have initiated the Number Transfer process for the Phone Number 1(714)-639-0504 on August 03, 2009. We have sent the Number Transfer request for your Phone Number 1-(714)-639-0504 to your previous carrier in order for the Transfer being completed. However, I do not see the second Phone Number 1-(714)639-6216 being active in your account. If you would like to Initiate the Number Transfer process for your second Phone Number, you can do it by adding the a additional line to your account. For further information on the number transfer process, please visit the web link b below: h http://www.vonage.com/support.php?keyword=NumberforLife If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care **************************8 D Dear Jennifer Davey, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know whether we would be able to offer you an a alternative for making your payments other than a credit card. Jennifer, If you do not have an option to pay your monthly invoices using a credit card, I would like to let you know that currently Vonage also accepts payments using ECP (Electronic Check Payment). Electronic Check Processing empowers you

with more flexible payment options. Vonage accepts Visa, MasterCard, Discover, and American Express credit or debit cards, as well as preauthorized check payments. You can update your payment information to an Electronic Checking method on your Online Account at any time. To change your payment method to Electronic Checking: 1 1. Using your Username and Password, logon to your Vonage Online Account. 2 2. Click "Account" 3 3. Click on "Edit Payment Information" 4 4. Select "Checking Account" and enter the required information. For more information on Electronic Check Payments, please visit the weblink below: h http://www.vonage.com/support.php?sc=support0409&article=1218 I see that your account is in Grace since June 18, 2009 as your payment method failed for the amount of $65.29. In the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, only your ability to make International calls and 411 dialing would be disabled. At any time during the: Grace period, you can l login and reprocess your payment to reactivate service. If you do not have an Electronic Checking account at this time, you would be able to process the current outstanding balance using the option of "One-Time payment". The one time payment is an extension of current billing system which will allow you to do the one time payment for your current charges on your own account only. You would be able to use the "Make A Payment" screen and then choose to use a new or existing payment method to process the payment. The new payment information can be entered for a one time only and will not be available to be re-used again for a any new one time charge. You can also choose to keep the new payment method by clicking on "Use this payment information for future charges" and then this new payment information will b be updated into the payment account for the future payment method. For more information on updating your payment method and reprocessing a declined p payment, please visit the link below: h http://www.vonage.com/support.php?article=1012 For more information about Payment and Billing, please visit the weblink given b below: h http://www.vonage.com/support.php?topic=6&article=1391 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Center at http://www.vonage.com/help.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) T Thanks again for choosing Vonage, a better phone service for less!

S Sincerely, Mahesh V Vonage Customer Care * ********************************* D Dear Istvan Kovacs, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to transfer your 1-(719)-495-9249 number to our service by replacing your existing Vonage Phone Number (1-(719)-302-2319) on your a account. You can initiate the transfer any of phone number anytime from your Vonage Online Account provided that particular number is eligible for transfer. I have checked the availability of transferring the 1-(719)-495-9249 number to Vonage and am glad to inform you that this number can be transferred. You can verify the same by e entering the number in the weblink given below: h http://www.vonage.com/support.php?keyword=NumberTransferAvailTool As your number is eligible to be transferred, all you need is to initiate the Number Transfer process. Please follow the simple instructions below to initiate t the Number Transfer: 1 1. Launch your Internet Browser and go to www.vonage.com. 2 2. Using your Username and Password, login to your Vonage Online Account. 3 3. Click on the "Billing" link. 4 4. Click on the "Change Your Phone Number" link and follow the instructions. 5 5. Select "Keep My Existing Number". 6 6. Choose Either of the option Temporary Call Forwarding or No Call forwarding. 7 7. Enter the 911 address and Click "Accept" Please note that your account with your previous provider (for the previous carrier of 1-(719)-495-9249 number) should be kept Active till the Number Transfer gets completed. Once the Transfer for your Home Phone Number 1-(719)-495-9249 is completed, your account with that carrier would automatically be disconnected, u under normal circumstances. For further information on the number transfer process, please visit the web link b below: h http://www.vonage.com/support.php?keyword=NumberforLife If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)

If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care **************************************** Dear Jeff, Thank you for contacting Vonage, the award winning digital phone service! I understand you are unable to complete calls to a French number as you are receiving an error message stating that the Lines are Busy. Jeff, the call might not have completed due to several reasons. First of all, please ensure that the number format you dialled is correct. The correct number format for dialing International calls from US is: 011- Country Code- Area Code- Number <> In order to diagnose the issue further, please provide the following information: 1. Who is your Internet Service Provider? 2. What is your network configuration? (Makes and models of all devices on the network: modem, routers, switches, phone adapters, phones) 3. Did you make any changes on your network or account at the time the problem started? 4. When did you start experiencing this issue? 5. Are you able to place Local calls without any Issues? 6. Are you able to receive International Incoming calls? 7. Are you able to place International calls to Other Country? If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service.

T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care * ************************************************* D Dear Sir/Madam, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like us to become the official sponsor of London Romans FC f for a year. T Thank you for your interest to be associated with our business! For information on marketing and sponsorship, I request you to contact our C Corporate Office by visiting the weblink given below: h http://www.vonage.com/corporate/contact_index.php T They would be in a better position to assist you with your request. If you have any questions, your Vonage team is available to assist you from 8 a.m. t to midnight, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Centre at http://www.vonage.co.uk/help.php - Contact Us at http://www.vonage.co.uk/help_contactus.php - Or call us free by dialing 150 from your Vonage line or FreePhone 0800 6 6000 T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Sales * ******************************** D Dear Lesvia, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know the International call cost per minute to B Belgium and South Africa. As per our records, you have subscribed for the Residential Premium Unlimited Plan. For your reference, please find below the call charges to Belgium and South A Africa: Belgium (landlines) - $0.06/Minute. Belgium (Cellular & Premium) - $0.42/Minute. B Belgium (NGN-Non Geographic Number) - $0.38/Minute. South Africa (landlines) - $0.10/Minute.

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S South Africa (Cellular & Premium) - $0.25/Minute. For more information on our competitive international rates, please visit the w weblink given below: h http://www.vonage.com/calling_plans_international_rates/ Note: International calls are charged on a per minute basis and are not included in your Pricing Plan (Rates are subject to change without notice, so always check o our site for the most recent rates). I would like to inform you that we are offering free calling to landlines in Belgium under the Basic World, Enhanced World and Call Europe. If you are to call frequently to landlines in Belgium, you would be able to make considerable savings by upgrading to one of these international Calling plans. At this time, South A Africa is not included in any of our International Calling Plans. For more information on International Calling Plans, please visit the weblink b below: h http://www.vonage.com/calling_plans_international/ F For information on upgrading your Calling Plan, please visit the weblink below: h http://www.vonage.com/support.php?sc=support0409&article=505 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care * ********************************888 D Dear Harry Moscatello, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to remove the Virtual Number on your account. I see that your account has been assigned an Irish Virtual Number (016571474). You can remove the Virtual Number any time through your Vonage Online Account.In order t to remove your Virtual number, please follow the steps given below: 1. Login to your Vonage Online Account.

2 2. Select the Features tab. Click "Manage Virtual Numbers" 3 3. Select the Virtual Number you would like to remove and click "View". 4. Click "Remove" to remove the Virtual Number from your account. Once you remove a Virtual Number you will not be able to get it back. 5. Review your selection and click "Accept" to remove your Virtual Number or " "Cancel" to cancel the request. For more information on Removing the Virtual Number, please follow the link given b below: h http://www.vonage.com/support.php?sc=support0409&article=1362 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care * ***********************8 D Dear Saif Tahsin, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like to know why you are billed $17.42 despite the Invoice a amount is $14.69. Saif, I see that you had contacted our Account Management Department requesting cancellation of your account on June 10, 2009. As per the notes in our records, I see that you were offered one month free service which you accepted at that time. As such, we issued credit for the amount of $10.75 to your account on June 10, 2009. Subsequently, The Invoice for the month of June was generated on June 19, 2009 for the amount of $13.48. The monthly charges for June was adjusted with the credit that we offered on June 10, 2009. The remaining $2.73 has got added with $14.69 for the Invoice generated on July 19, 2009. Hence, you account is being charged for the total amount of $17.42. You can verify the same by visiting the b billing section of Vonage Online Account. I would also like to inform you that why we are not charged for the remaining $2.73 in your account is because we updated our monthly billing processor to have a minimum $5 threshold in which a payment to any account is not initiated against

a monthly bill until the account has accumulated the threshold amount or greater. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! Sincerely, ******************************** D Dear Lisa Lawver, T Thank you for contacting Vonage, the award winning digital phone service! I understand you would like resubscribe for our service and need clarification on t the same. L Lisa, we appreciate your decision to subscribe for our service again! I see that your account with us was disconnected on February 23, 2009. Though disconnected accounts cannot be reactivated, you would be able to subscribe for a new account with us with the phone number 1-(608)-531-1760. However, please note that we would be able to assign the same number to your account only depending on the availability of the number at the time of your subscription. You can verify t the Phone Number availability in the given below weblink: h http://www.vonage.com/support.php?sc=support0409&article=1346 If you would like to re-subscribe using the same number, I suggest that you complete the subscription process by Calling our Sales at the number given at the b bottom of the email. Currently, Vonage is offering the Premium Unlimited Plan ($24.99) with no Set Up Cost as well as equipment cost. As part of this promotion, we offer priority shipping at no charge, no equipment costs and free activation! This is a $125 v value that will maximize your savings! F For more information on available Calling Plans, please visit the weblink below: h http://www.vonage.com/residential_calling_plans/ I If you are ready to sign up and receive your first month free, please visit: h https://subscribe.vonage.com/vonage-subscribe/index.htm? If you would like to speak to a live sales representative, you can call us Toll F Free at 1-800-975-9560. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you!

- On-Line Help Support at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Sales * *************************** D Dear Shawn Muma, T Thank you for contacting Vonage Customer Care! I understand you would like to know whether you have to pay the Emergency 911 S Service Fee even if E911 service is not available in your area. Shawn, the activation of 911 service has been made mandatory for all phone numbers i irrespective of its usage in compliance with Government Safety Regulations. Even if you are located where the 911 service is not available or not planned, your 911 calls will be sent to Vonage's national emergency call center, where a trained agent will ask for your name, telephone number, and location, and then t transfer you to the local emergency center nearest to your location. Emergency 911 Service Fee of $1.49 being charged applies to each line of service and this fee is used to recover costs directly associated with developing, implementing and maintaining a nationwide E911 system in compliance with FCC regulations; Vonage 911 dialing and the Vonage national 911 emergency call center. < <> If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ********************* D Dear Jill Croft, T Thank you for contacting Vonage Customer Care!

I understand you would like to confirm whether your payment has been received by V Vonage. Jill, as per our records, we have successfully processed a payment of $21.85 on A August 19, 2009 from the credit card updated with us. I see that your account was in grace since August 15, 2009 with an outstanding balance of $21.85. I would like to inform you that we do not offer any option to schedule an online payment. The payment method updated would be charged on your m monthly billing date (15th of every month). < <> Please verify with your bank whether the transaction was successful from their e end. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Customer Care ************************ D Dear Sandra Kurtz, T Thank you for contacting Vonage Customer Care! I understand you have a feedback on our marketing campaigns. We value this kind of customer feedback, as it helps further our efforts to provide the best possible service. I will be sure to pass your message on to the appropriate departments. Your feedback is more valuable to our efforts in improving our Quality of service. We value this kind of customer feedback, as it helps further our efforts to p provide the best possible service. If you would like to speak to a live sales representative, you can call us Toll F Free at 1-800-975-9560. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Support at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)

T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh Vonage Sales * ********************************8 D Dear Jan Van Doorn, T Thank you for contacting Vonage Customer Care! I understand that you would like to know whether calls to cellular numbers in the D Dominican Republic is included in our new Vonage World calling plan. If you subscribe for the Vonage World Plan, you can place unlimited free calls to only landline numbers in the Dominican Republic. We will charge a competitive rate o of $0.18/ minute for calling cellphone numbers. Vonage World is a brand new plan which provides unlimited calls in the U.S., FREE, unlimited calls to over 60 countries around the world, free unlimited voicemail to text messages- all for one low, predictable price of $24.99 (plus taxes and fees). "Vonage World" also support free unlimited calls to mobile numbers in 15 c countries. Vonage World Plan excludes certain call types including non-geographical and p premium numbers. Please visit the link below for more information: h http://www.vonage.com/residential_calling_plans/vonage_world/ O Our International Per-Minute Rates are available at: http://www.vonage.com/international_per-minute_rates/? l lid=sub_nav_international_rates If you would like to take advantage of the new Vonage World Plan, you may change your calling plan from your Online Account. Please visit the link below for the s steps to change your calling plan from the online account: h http://www.vonage.com/support.php?keyword=ChangeServicePlans A At Vonage, we are committed to providing you with great service at a good value. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! Sincerely,

Mahesh V Vonage Customer Care ******************** D Dear Karen Shoemaker, T Thank you for contacting Vonage Customer Care! I understand you would like to know whether Vonage is offering any annual plan for R Residential Basic 500 calling plan and also need clarification on the charges. Karen, effective August 20, 2009, all existing customers in the Annual Residential Premium Unlimited Plan were migrated to the Annual Vonage World plan. There were no charges associated with the calling plan migration as both the plans are o offered at the same base price ($24.99). At this time, Vonage is not offering any Annual Prepay plans for Residential Basic 5 500 calling plan. If you would like to lower your rate plans, the service fee is $9.99 plus applicable taxes. As such, you will be c charged for downgrading to the Residential Basic 500 plan. F For more information on changing rate plans, please visit the weblink below: h http://www.vonage.com/support.php?topic=6&article=505 If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care 9 99999999999999999999 D Dear David Wilson, T Thank you for contacting Vonage Customer Care I understand that you are interested in our new Vonage World calling plan. Vonage World is a brand new plan that was launched on August 20, 2009. I see that you have subscribed for the Residential Premium Unlimited plan. If you would like to take advantage of the new Vonage World Plan, you may change your calling plan

from your Online Account at no additional cost. Please visit the link below for t the steps to change your calling plan from the online account: h http://www.vonage.com/support.php?keyword=ChangeServicePlans "Vonage World" provides unlimited calls in the U.S., FREE, unlimited calls to over 60 countries around the world, free unlimited voicemail to text messages � all for one low, predictable price of $24.99 (plus taxes and fees).'Vonage World' also s support free unlimited calls to mobile numbers in 15 countries. Vonage World Plan excludes certain call types including non-geographical and p premium numbers. Please visit the link below for more information. h http://www.vonage.com/residential_calling_plans/vonage_world/ O Our International Per-Minute Rates are available at: http://www.vonage.com/international_per-minute_rates/? l lid=sub_nav_international_rates At Vonage, we are committed to providing you with great service at a good value. If you have any questions, your Vonage team is available to assist you 24 hours a d day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your V Vonage service. T Thanks again for choosing Vonage, a better phone service for less! S Sincerely, Mahesh V Vonage Customer Care ^ ^^^^^^^^^^^^^^^^^^^^^^^^66 D Dear George Baggott, I understand you need clarification on the charges for the Visual Voicemail f feature. As you were in the Vonage Annual pre Pay plan, your Calling Plan was automatically switched to the Vonage World Annual Prepay Plan at no additional cost. With the Vonage World Annual Prepay Plan you will get free unlimited Voicemail to text m messages. As per our records, Vonage Visual Voicemail is already enabled on your account. Please leave a test Voicemail to confirm whether you would be receiving Visual V Voicemails. For more information on Vonage Visual Voicemail, please visit the weblink below:

http://www.vonage.com/support.php?keyword=VisualVoicemail Please visit the web link to learn more about Vonage World Plan: http://www.vonage.com/residential_calling_plans/vonage_world/ If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care **********************************88888 Dear Van Nguyen, Thank you for contacting Vonage Customer Care I understand that you would like us to include Vietnam as one of the destinations for free calling in the Vonage World plan. Van, we could not afford to include all countries for free, but we have great low rates for Vietnam at $0.36 per minute. As we continue to optimize our calling plans, it is possible that additional locations will be available at a later date. If so, you will be notified of the change. Our International Per-Minute Rates are available at: http://www.vonage.com/international_per-minute_rates/? lid=sub_nav_international_rates At Vonage, we are committed to providing you with great service at a good value. If you are ready to sign up and receive your first month free, please visit: https://subscribe.vonage.com/vonage-subscribe/index.htm? If you would like to speak to a live sales representative, you can call us Toll Free at 1-800-975-9560. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Help Support at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php

- Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Sales &&&&&&&&&&&&&&&&&& Dear Tanuj, Thank you for contacting Vonage Customer Care I understand you need clarification regarding the charges in your Invoice. Tanuj, I see that you are in the Resi___ plan, and hence you are being charged $24.99 as the rate plan fee every month. Apart from this there are taxes and other charges applicable on your invoice. For your reference. I have listed the Break up charges for the Invoice dated on June 25, 2009 and July 25, 2009. Invoice # 112939406 dated on June 25, 2009 Residential Premium Unlimited Plan for 1-(317)-222-1131 (25/Jun-24/Jul) - $24.99 Regulatory Recovery Fee - $0.99 Emergency 911 Cost Recovery - $0.99 Sales Tax - $2.03 Federal Program Fee - $2.05 County 911 Fee - $2.06 Total Amount: - $33.11 Invoice # 115413091 dated on July 25, 2009 Residential Premium Unlimited Plan for 1-(317)-222-1131 (25/Jul-24/Aug) - $24.99 International Calls for 1-(317)-222-1131 (25/Jun-24/Jul) - $1.70 Regulatory and Compliance Fee - $1.49 Emergency 911 Service Fee - $1.49 Sales Tax - $2.26 Federal Program Fee - $2.55 County 911 Fee - $2.06 Total Amount: - $36.54 You can verify the same by visiting the Billing section of your Vonage Online Account. I would like to inform you that we have increased the standard fees by $1. The Emergency 911 Service Fee ensures that Vonage maintains a nationwide E911 service in compliance with Federal Communication Commission (FCC) regulations. The Regulatory and Compliance Fee covers our regulatory-related and legal compliance expenses including costs associated with protecting our Customer's privacy, preventing identity theft, and providing Local Number Porting (LNP). We are changing these fees to ensure that we continue to deliver top-notch quality for important services and maintain our commitment to safety, innovation and customer service. An e-mail notification beginning June 15, 2009 to notify

increase in standard fees collected by Vonage. Please check the Spam/Bulk folders of your email if you have not received the email. I see that your account is in Grace since August 25, 2009 as your payment method failed for the amount of $36.54. In the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, only your ability to make International calls and 411 dialing would be disabled. At any time during the: Grace period, you can login and reprocess your payment to reactivate service. For information on making your payment, please visit the link given below: <LINK>> If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************************* Dear Uma Srinivasa rao, Thank you for contacting Vonage Customer Care I understand that you would like to avail the Refer-A-Friend credit. I see that you have not subscribed using the required weblink (www.vonage.com/friend) for our billing system to process the Refer-A-Friend credit automatically. The credit for the Refer-A-Friend is applied automatically when you use the link sent by your friend for subscribing to Vonage or once you enter your friend's phone number while subscribing. When a new customer subscribes using the link, the system automatically credits the respective accounts for the referral and tracks both your account. If the new customer does not complete 90 days of service and decides to disconnect before that, the system will automatically remove the credit from your account. Since you did not subscribe using the e-coupon, we do not have a way to track the status of your referral. As an exception, I offer to issue you as well as your friend a manual credit for this referral. Please note that we can apply this credit to your account only after you have completed 90 days of service. Depending on the account status of

both yourself and your friend, the credit will be applied to your account. Kindly reply to this email after Novermber 25, 2009 so that we can process applicable credit to your account. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************************************888 Dear Sean Preston, Thank you for contacting Vonage Customer Care! I am in receipt of your request for a credit for the charges incurred for incomplete international calls to Uruguay. Sean, I would like to inform you the point it is connected to the other party answers the call. As issued a credit of $1.60 for the 2009. You can verify the same by Online Account. that Vonage bills for international calls from other service provider and not from the point the you might have been unaware of this, I have 5 call transactions (to Uruguay) on August 25, visiting the Billing section of your Vonage

From your email, I understand that you have frequent issues with call connectivity to international numbers. I would be more than happy to assist you in getting this issue resolved. To proceed with the troubleshooting, I would like you to confirm the following: 1. Has there been similar issues in completing domestic calls ? 2. Are you receiving any error messages when making the outbound international calls ? If yes, please provide the exact error message. 3. Are you experiencing call connectivity issues only for calls placed to Uruguay or to other countries as well ? 4. Are you able to complete those calls successfully using a non-Vonage/land line number ? I have also placed your phone adapter under monitoring. For the changes to take effect, I suggest you to reboot your network devices with the steps provided in the link given below:

http://www.vonage.com/support.php?article=425 As you are experiencing the issue very ofter, for the changes to take effect, I suggest you to reboot your network devices with the steps provided in the link given below: http://www.vonage.com/support.php?article=425 After rebooting, please attempt to make 3 test calls and reply to this email with the following information (for three sample calls) in the following format: Number calling from: Vonage Number calling to: (exact digits dialed) Date/time of call: Treatment of call: (fast busy, recording, etc.) Frequency of trouble: (if intermittent, specify when it usually occurs) Number calling from: Vonage Number calling to: (exact digits dialed) Date/time of call: Treatment of call: (fast busy, recording, etc.) Frequency of trouble: (if intermittent, specify when it usually occurs) Number calling from: Vonage Number calling to: (exact digits dialed) Date/time of call: Treatment of call: (fast busy, recording, etc.) Frequency of trouble: (if intermittent, specify when it usually occurs)

If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ******************************88 Dear Gareth Parfitt, Thank you for contacting Vonage Customer Care! I understand you would like to know if you could receive free Visual Voicemail as your friend has.

Yes, your friend was correct. Customers in the Annual Vonage World Plan will get free Visual Voicemail messages. Gareth, I see that your are in Residential Basic 500 plan. In this calling plan, Visual Voicemail messages will be charged 25 cents. If you wish to avail the free Visual Voicemail offer, you may even switch to the monthly Vonage World Plan. If you would like to take advantage of the new Vonage World Plan, I request you to upgrade your calling plan to Vonage World Plan from your Online Account. Please visit the link below for the steps to change your calling plan from the online account: http://www.vonage.com/support.php?keyword=ChangeServicePlans "Vonage World" provides unlimited calls in the U.S., FREE, unlimited calls to over 60 countries around the world, free unlimited voicemail to text messages � all for one low, predictable price of $24.99 (plus taxes and fees).'Vonage World' also support free unlimited calls to mobile numbers in 15 countries. Vonage World Plan excludes certain call types including non-geographical and premium numbers. Please visit the link below for more information. http://www.vonage.com/residential_calling_plans/vonage_world/ Our International Per-Minute Rates are available at: http://www.vonage.com/international_per-minute_rates/? lid=sub_nav_international_rates At Vonage, we are committed to providing you with great service at a good value. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care *(99999999999999999999999999 Dear Karthikeyan AP, Thank you for contacting Vonage Customer Care! I understand you would like to know more about the Vonage World Plan.

Karen, "Vonage World" provides unlimited calls in the U.S., FREE, unlimited calls to over 60 countries around the world, free unlimited voicemail to text messages � all for one low, predictable price of $24.99 (plus taxes and fees).'Vonage World' also support free unlimited calls to mobile numbers in 15 countries. with the new Vonage World plan, you will get free unlimited Voicemail to text messages. The monthly limit for any unlimited residential plan including the Vonage World Plan is 5000 minutes. This includes any local, long distance and international calls that are placed from your phone number. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ************************************* Dear Vamsi, Thank you for contacting Vonage Customer Care! I understand you would like us to confirm whether free calling to landline as well as cellular numbers to India and Turkey is included in the new Vonage World Plan. Vamsi, as you were in the Vonage Annual pre Pay plan, your Calling Plan was automatically switched to the Vonage World Annual Prepay Plan at no additional cost. I would like to inform you that free calling to landline as well as cellular numbers to India is included in your plan whereas only calling to landline numbers in Turkey is included. Vonage offers a very competitive rate of $0.19 per minute for calls placed to cellular and premium numbers in Turkey. Vonage World Plan excludes certain call types including non-geographical and premium numbers. Please visit the link below for more information. http://www.vonage.com/residential_calling_plans/vonage_world/ Our International Per-Minute Rates are available at: http://www.vonage.com/international_per-minute_rates/? lid=sub_nav_international_rates

If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ****************** Dear Vince Blanchard, Thank you for contacting Vonage Customer Care I am in receipt of your request for the referral credit. The credit for Refer-A-Friend subscriptions are applied automatically when the sign-up process is completed using the link sent by your friend or once you enter your friend's phone number while subscribing. As you did not subscribe using the weblink, the referral credits can be applied only manually. However, we can apply this credit to your account only after you have completed 90 days of service. Depending on the account status of both yourself and your friend, the credit will be applied to your account. Kindly reply to this email after November 30, 2009 so that we can process applicable credit to your account. For more information about Refer-A-Friend, please visit the below weblink: http://www.vonage.com/support.php?keyword=ReferAFriend If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely,

Mahesh Vonage Customer Care ******************** Hi, I would like to resign from my position of Trainee Support Engineer as I got an opportunity to work in my preferred domain. I would be serving a notice period of 15 days effective September 07, 2009 and my last working day would be September 22, 2009. It has been a privilege to work for Cybernet-SlashSupport during the past 6 months as it was a valuable experience. I thank you for your support during my time with the company, which I have found enjoyable and fulfilling. Thanks & Regards Mahesh Srinivasan *************************** Dear Peter Kovach, Thank you for contacting Vonage Customer Care! I understand you need clarification about the fluctuation in prices over the years. Peter, I would like to inform you that there have been only two occasions when we increased the prices at Vonage. In order to continue to provide you with the best service possible, the basic Calling Plan of 500 minutes had been increased from $14.99 to $17.99. Beginning on December 2, 2008, we began notifying our customers via email according to their billing cycle date. The second occasion was when we had to increase the standard fees by $1. <> The Emergency 911 Service Fee ensures that Vonage maintains a nationwide E911 service in compliance with Federal Communication Commission (FCC) regulations.We changed these fees to ensure that we continue to deliver top-notch quality for important services and maintain our commitment to safety, innovation and customer service. An e-mail notification beginning June 15, 2009 to notify increase in standard fees collected by Vonage. Please check the Spam/Bulk folders of your email if you have not received the email. Apart from the above two occassions, the reason for the fluctuation in your invoice amount were due to the taxes. State and local governments may assess taxes, surcharges and/or fees on your use of Vonage service. These charges may be a flat fee or a percentage of your Vonage charges and may change from time to time without notice. I see that you have been our valued customer since <>. We appreciate your business! If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)

If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ********************* Dear Linda Lafevers, Thank you for contacting Vonage Customer Care! I understand you would like to know whether vonage is now offering Internet services. I am happy to address your concerns. Let me assure you that Vonage remains focused on providing products and services that are relevant to our customers' needs and communication lifestyle. Vonage has decided focus on providing Until we offer our partners to define to delay the launch of its own broadband service in order to customers with the best digital phone service we can offer. own service, we will continue to work with our business and offer other broadband service options.

We are happy you have chosen us as your home phone service provider. We will continue to dedicate ourselves to providing our 2.6 million subscriber lines with the newest features and value pricing. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ***************** Dear Shawn Phinney, Thank you for contacting Vonage Customer Care!

I understand you would like to know if we could delay your monthly billing to September 24, 2009. Shawn, Vonage offers you flexibility in case you are unable to make the payment on your billing date. In the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, only your ability to make International calls and 411 dialing would be disabled. At any time during the "Grace" period, you can login, update your payment information and reprocess your payment to reactivate service. I regret to inform that as per system design, certain information such as account number, billing date etc associated with an account cannot be changed. As such, the system will try to charge your payment method on file on your monthly billing date (September 17, 2009). I see that you have been our valued customer since November 17, 2005. We appreciate your business! For more information about payment & billing, please visit the weblink given below: http://www.vonage.com/support.php?topic=6&article=1391 For more information on reprocessing a declined payment, please visit the link below: http://www.vonage.com/support.php?article=1012&topic=6 If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care 888888888888888888888888888 Dear Tony, Thank you for contacting Vonage Customer Care! I understand you need clarification about the charges for the Annual prepay charges on your account.

As per the invoice generated on September 13, 2009, I see that you were charged $239.99 towards plan fee; $17.88 towards Regulatory and Compliance Fee; $17.88 for Emergency 911 Service Fee; $21.19 for Sales Tax; $23.71 for Federal Program Fee; and $7.72 for County 911 Fee. So, a total of $328.37 has been charged on your account. For the Annual Pre-Pay plan, we bill and collect, in advance, all charges and applicable fees, taxes and surcharges on an annual basis. If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care ********************** Dear Patti Kennedy, Thank you for contacting Vonage Customer Care! I understand you want to cancel your service with Vonage. Patti, our company policy dictates that an Account Manager verify information verbally with our customers for processing a cancellation request. The Account Management Department is open Monday to Friday, 9:00 a.m. � 8:00 p.m. EST. You can reach them at the Toll Free number given below. In addition to that the terms of service call for a disconnection fee of $39.99 unless you continue with us for 2 years following your subscription date. The disconnection fee is waived if your service is disconnected after 2 year following your subscription date. I see that your account is in Grace since September 09, 2009 as your payment method failed for the amount of $34.01. However, I would like to inform you that in the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, only your ability to make International calls and 411 dialing would be disabled. I would also like to inform you that when you subscribe to our service, you authorize us to collect from your payment method. This authorization will remain valid until 30 days after you terminate our authority to charge your payment method. If you have any questions, your Vonage team is available to assist you 24 hours a

day, 7 days a week. Contact us whenever and however it suits you! - On-Line Support Center at http://www.vonage.com/support.php - Contact Us at http://www.vonage.com/help_contactus.php - Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357) If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service. Thanks again for choosing Vonage, a better phone service for less! Sincerely, Mahesh Vonage Customer Care

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