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Vonage First: I know that Vonage is unable to "assign" a telephone number to an account
First: I know that Vonage is unable to "assign" a telephone number to an account except when addressing LNP.
Signing up for Vonage last night (over the phone) I was assured that the area code 717 was available. I stated that I only wanted service if I could get a prefix of 23x (23-something), since I need my telephone number to reflect living in Harrisburg, Pennsylvania. I was told I would receive a prefix of 230 (717-230-xxxx). Slightly incredulous I asked what to do in case my telephone number did not end up being 717-230-xxxx. The salesperson informed me that all I need do is call the 866 customer service telephone number and talk with billing, that they would fix my region if that was a problem. Great.
I get a 717-214-xxxx telephone number. I call customer service, select to talk to billing, etc. I explain my situation to the representative on the phone. They explain to me that "advanced billing" handles that sort of a call, would I like to be transferred? Sure.
Silence. For 10 minutes. I hang up, assuming I was improperly transferred.
I get another rep on the phone, ask if they work in advanced billing. What luck! They do! They explain that they are unable to guarantee a 717-230-xxxx telephone number, but would be happy to try to change it for me, at no charge "this time." I say sure, I just want a 717-23x-xxxx telephone number. Just my luck, it is 717-823-xxxx. Okay, now I need to speak with a manager.
Silence. I only wait 5 minutes this time.
I call back and again request someone in "advanced billing"; I get transferred, I explain my story, they inform me they cannot guarantee, they would be happy to change my number, but I will have to pay to have it changed. I am not willing to pay, since I was promised a 717-230-xxxx telephone number when signing up, of course I am not paying to correct their issue. The rep (Tameka, she works nights in the NJ call center, "the only one there is") informs me that she cannot help me then. Fine, I would like to speak with a manager. "The 2 managers are in a meeting." It is midnight on the east coast, I've never heard of being in a meeting at midnight when you are taking care of a 24/7 call center. Fine, I will call back tomorrow. I ask the rep to explicitly type what I am saying into her notes. She agrees. I finish reciting my case and concerns and ask her to read it back. "What? No, I am going to write it in later." No, that doesn't work for me, I've worked in call centers before, I know how to blow off a customer and make them do 10 times as much work next time. I give up and inform her I will call tomorrow.
Calling the next day (today) I get transferred to silence again ("advanced billing" must be a euphemism for the "send the caller to silence" queue). I call back and ask to speak with a manager, after the same "we cannot guarantee the phone number, you will have to pay" pre-written response. I just want to speak with a manager. "They are all unavailable." Fine, can I have a direct line to a manager's extension, or something like that. Sure, let me place you on hold and get that.
Silence. 5 minutes.
Somewhere in all of the calls I have made to Vonage I have come to understand the following:
The region option “Harrisburg City Zone 1” contains the prefixes 214 and 441. 214 is a Camp Hill, PA prefix. 441 is an Enola, PA prefix.
The region option “Harrisburg City Zone 2” contains the prefixes 914 and 740. 914 is a wireless telephone prefix. 740 is a York, PA prefix.
The region option “Harrisburg” is available from the Vonage.com website, yet no customer service representative has been able to tell me what prefixes that contains. In fact their "database isn't synced" so they "don't have that region option."
I just want a Harrisburg prefix (221 through 239). That is all.
So, now I am asking your help; what do I do to speak with someone semi-literate (preferrably smart) at Vonage who will handle my concern? Is there some master list of Vonage telephone number prefixes associated with their apparently arbitrary mapping of prefix regions (there is no such thing as Harrisburg City Zone 1, 2, and Harrisburg proper for telephone service, especially when the prefixes given are for outlying areas)?
Thank you in advance for anything you have to say. If someone at Corporate is reading this, please be informed that your customer service representatives are an awful information source and resort to some of the lowest "tricks" of the phone support trade in transferring people to silence, hanging up when they are frustrated, and illegally denying a customer access to speak with a manager.
Read The Full Thread: Assigned Telephone Number Customer Care Issue
• IMHO, the next step would be to call Customer Service and follow the prompts for
• Following the breakup of AT&T ("Ma Bell") in 1984, geographic locations
• Trekloger,
Ignoring the atrocious customer service (which I am trying to
• All of the 717-23x numbers are owned by Verizon. Vonage won't be able to give you
• michael,
I remember seeing the local prefixes listed in the yellow pages.
• If a local yellow pages were handy, that is an excellent idea.
I actually got
• michael,
I found this website that seems to have the information posted by
michael_ posted "First: I know that Vonage is unable to "assign" a telephone number to an account" on 01/25/2006 |
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