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Vonage An Open Letter to Jeffrey Citron, CEO Vonage
I switched to Vonage on August
An Open Letter to Jeffrey Citron, CEO Vonage
I switched to Vonage on August 24th and requested that my telephone number be switched from Qwest Communications to Vonage. On August 25th, I received notice via automated e-mail from Vonage that my carrier had refused the request because of a "name mis-match" on the account. I called Qwest and verified that my name on my account was the same as the name I used on the request. So, I then called Vonage and asked to submit the request again. When, on October 4th (6 weeks after I tried to
switch), I called back to find out why the switch hadn't occured, I was told by a manager in your Customer Service Department that handles telephone number transfer requests that Qwest was refusing the transfer and holding my phone number hostage.
At that point, I called Qwest again and talked to their group that handles teleco transfer requests and was told that no request for telephone number transfer showed up on my account. The ustomer Service Representative at Qwest gave me a direct fax line umber to which I could fax my telephone number transfer request orm to expedite the process. However, when I then called Vonage nd spoke to the same Customer Service Manager that told me arlier in the day that my phone number was being held hostage, she told me that Vonage could not provide me with the request orm because she said XO Communications in fact was the carrier that had submitted the request to Qwest. Obviously, she stated, Qwest is lying-they want to keep your business for as long as ossible. She said she would re-submit the request electronically.
After talking to your Customer Service Manager, I contacted the tah Public Service Commission and filed a formal complaint against west Communications because of their unwillingness to elease my telephone number.
November 5th-Now it is a month later. Having heard nothing from Vonage, and still paying $50+ per month to Qwest and $27 per onth to Vonage, I called Vonage yet again to find out the status of y telephone number transfer request. They told me that on October 6th the request was again refused by my carrier because of a name mis-match. Ok, this time, I was on the phone for over 3 hours, calling back and forth to Qwest and Vonage. Once again, Qwest verified that the information on the Qwest Customer Service Record matched the information on Vonage's number transfer request form and told me, once again, that they had no pending
requests for a number transfer on my account from XO Communications.
Then, when I called back to Vonage and spoke to the same Customer Service Supervisor, who at this time informed me that Vonage's carrier, XO Communications, was, in fact, pre-screening the transfer request and not submitting to Qwest even though I had verified over and over and over via multiple hours on the phone with Qwest and Vonage that the information matched.
So, what in the hell do you suggest I do to get my number transferred so that I can be a Vonage Customer? How many customers do you think will stay with you if they have to spend dozens of hours on the phone, over a period of weeks or months, and continue to pay their former carrier as well as you while they wait for a resolution to their problems to appear from the black-hole of Customer Care Follow-Through that Vonage provides? Why doesn't your Customer Care group call XO Communications
and tell them to submit the request? Why doesn't someone call me and tell me when the request fails? Why do I have to continue to call you to find out that I'm still not being taken care of?
Read The Full Thread: eLNP experiences - please post here
• Hi,
If you have tried e LNP, please post your experiences here. Success or
• Still waiting for LNP & paying to Bellsouth. :(
February 28, 2005 Awaiting
• No disrespect manway, but lets try and keep the "me too's" out of this thread.
The
• So, exactly how does one do eLOA/eLNP ?
I'm on the phone with the Vonage LNP
• I had a very good experience with it. See post : http://www.vonage-forum.com/ftopic6142.html
I
• One month port from IDT to Vonage
Phone number transfer status says it all:
May
• Did you use the eLNP process :?:
• Yes, it was the eLNP process.
• I used eLNP to transfer my number from MCI.
May 6, 2005 Awaiting Letter of Authorization
• I feel for you.
January 26, 2005 Awaiting Letter of Authorization
January
FRUSTRATED posted "An Open Letter to Jeffrey Citron, CEO Vonage
I switched to Vonage on August" on 11/05/2005 |
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