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Topic:
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Vonage Customer Reviews
Salt Lake City: impressions after several months
Salt Lake City: impressions after several months



Review: My First Day With Vonage, Excellent!
Review: My First Day With Vonage, Excellent!



Great Price, No Complaints
Great Price, No Complaints



You need some common sense.
You need some common sense.



Vonage Customer Review: One month with Vonage, and...
Vonage Customer Review: One month with Vonage, and...




Vonage Reviews

Vonage I received notification that my LNP transfer would be complete on June 1. As expected,



I received notification that my LNP transfer would be complete on June 1. As expected, my phone number began ringing on the Vonage line. Oddly, I was still able to make outgoing calls on my old SBC line. I didn't really question this too much until SBC sent me a bill for a full month of service on June 14. I e-mailed and called SBC about this on June 15 and was told my service was still with them and that if I were to disconnect the line, I would lose the phone number. My next call was to Vonage, who tried to convince me that SBC is "trying to rip me off." An "Incomplete port" report was filed, and I was supposed to receive an e-mail within 48 hours. That e-mail never came, so I called and told the girl at Vonage that it has been 52 hours with no e-mail. She said to wait until midnight. I questioned if people at Vonage send e-mails between 5:30pm and midnight, and she said "just wait until midnight and call us back if you don't get it." This sounded like an obvious avoidance technique. I waited until June 18 and called again regarding the e-mail I never received. I was told again that I would get an e-mail in 48 hours. Guess what, it never came! I also sent Vonage an e-mail that was never replied to.

I received a reply from SBC on June 19 that explained Vonage submitted the request to the wrong office and that Vonage needs to follow instructions given to them in a "Jeopardy Request" which were basically to submit the request to the correct office. I called Vonage up and told them this on June 19. I was again told I would receive an e-mail within 48 hours. I never got anything and called again on June 21. This time, I was stuck talking to some Indian guy that I could barely understand. He would not listen to anything I said and kept saying SBC is just trying to rip me off. He continued with "they have to do what you say" so I asked him if he has to let me speak with his supervisor if I say I want one. He said he was the supervisor and that I could not speak with anyone but him. By this time, I got pretty upset and demanded to speak with ANYONE but him and threw in that his English sucks so bad that I don't understand what he's saying. He finally threw me on hold and got an English-speaking person on the phone after about 20 minutes. This person was nothing short of an asshole and tried to say the same stuff. I finally got him to research the entire case, and he found that someone had done something on June 21. He could not tell me much and said to expect an e-mail in 48 hours.

As expected, I heard NOTHING back from Vonage. I called them and was finally given the tracking number of the LNP with SBC. I called SBC with this number and finally got the true story. Vonage submitted the request to SBC, and the request was denied. (SBC already told me this). Rather than follow the instructions, Vonage went forward with it and "stole" the phone number from SBC by putting it in their switching equipment. This is a direct violation of law since SBC told Vonage they could not have the phone number. This left SBC to believe the request was cancelled and that my service was with them. SBC had no idea that my phone number was ringing to another service. By now, I'm pretty pissed off.

I call Vonage up and ask for the supervisor first thing. I explain to this guy what happened and that Vonage is responsible for the full month of service. This guy (Ron) tried to tell me that he has the "final" say on everything and that his supervisors don't take customer phone calls. He said he could only give me a $10 satisfaction credit. $10 to me was unacceptable since Vonage's own screwup was causing me a bill for $45. He said they have policies and this and that and was unwilling to contact the appropriate parties to make exceptions to the policies (as any decent customer service rep does). I got nowhere with him other than getting the name and number of the director of the legal department (since Vonage broke the law and took a phone number from a carrier without the carrier's permission). I also had to educate "Ron" in customer service skills, which include not interrupting the customer when the customer is speaking.

All in all, the actual quality of the service is okay. I have problems getting a dialtone sometimes. The customer service of the company is among the worst I've ever dealt with. They never contacted me once regarding my ordeal. I had to initiate everything, including a call to explain the process that needs to be followed to correctly process my LNP. SBC finally cut my line off on June 23. I still have no heard anything back from Vonage and even had to call AGAIN to have someone put the $10 credit I was offered, since "Ron" didn't do it. I'm in the process of re-shopping for a new provider. Anyone have a suggestion?



Read The Full Thread:

The Truth about LNP and Vonage!


It seems most people think we are just slacking off over here. I believe people
I believe all that you are saying about them not wanting to lose our business. I
Vonage should never advertise that they can do LNP transfer in 20 days. If you are
I don't see Vonage doing anything to improve the situation. If it is really the
First wyder, That is VONAGE's fault. I agree 100% . There will always
I can't seem to aggree with you at all on this, I started this adventure exactly
I agree with Billsal for the most part. I don't think it is the carriers fault
A friend of mine was told by cs that there was new way to port. He canceled the old
I was also told by Bellsouth that their part had been done *immediately* after
[font=Times New Roman:9bbe55a510] :twisted: My truth is I sent my letter

Velocity2k posted "I received notification that my LNP transfer would be complete on June 1. As expected," on 07/02/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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