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Vonage I signed up with Vonage and sent my number transfer authorization July 10, 2004.



I signed up with Vonage and sent my number transfer authorization July 10, 2004. Then, I waited........... and waited. Every month I'd call, and every month they'd say, "Sorry for the wait" and credit me the monthly fee. And of course, they consistently refused to give me ANY information about who was holding it up.

I even signed up two people during this period, and both their numbers transferred. Meantime of course, I'm still paying for my old line. I even tried calling my phone carrier Vartec. They were clueless, and had no record of any pending transfer.

Then in late November 2004, after four and a half months, my account was suddenly CANCELLED! No warning, no email, and no signal on my Vonage phone. I called them up, and it turns out they accidentally cancelled my account along with a bunch of others that a guy with multiple accounts closed. He sent in a list, and they just cancelled them without even double-checking the accounts' owners!

But did they re-open my account? NO! They put all kinds of charges and credits on my credit card and opened a whole new account. And naturally, I had to re-fax the transfer authorization and start all over again. Five weeks after I re-faxed, on January 14, 2005, I got the emails telling me the transfer was complete.

Done, right? Not by a longshot. I still get incoming calls through my old phone, and none through Vonage. My account shows as "Completed LNP Transfer," but nothing has changed.

So naturally, I've been calling Vonage constantly. Either their 866-243-4357 customer service gave me a busy signal (after all the auto-menus), or I would wait 45 minutes to 1 hour before reaching anyone. But even worse was the COMPLETE lack of record keeping. Every time I'd call, it was a new issue. The tech was always surprised at my situation, which I had to explain anew every time. They'd promise to "get back to me" and "escalate the ticket," but the ticket would be closed without any work done. They'd just look at my account and figure "Oh it's done, problem solved." No escalation, no research, no call back, no email.

Eventually, I started insisting on talking to somebody in the number transfer department. The rep said they couldn't do that without having me talk to their supervisor first. But after ANOTHER 15 minutes on hold, he told me that "no supervisors are available, but I'll make sure a supervisor calls you." Right. When pigs fly. Naturally, I never got the call, so I called back and demanded a supervisor. When I got one, I asked to be put in touch with the number transfer department. After insisting for 15 minutes, he finally put me through.

The number transfer department at 866-496-6359 (which doesn't make you hold for a year) gave me more information. XO Communications had notified Vonage that the number transfer was complete. However, the number still shows as being held by Qwest (our original phone company). To check, go to the following website and put in your phone number. It shows who currently holds your number:

http://www.attwireless.com/lnp/check_eligibility.jhtml

So currently, the number transfer department is trying to get information out of XO Communications which facilitates the transfer. But will they call them? Nope. It's all done electronically. Apparently, only their department supervisor or manager ever calls XO. But have they done it for me yet? Nope. More waiting game.

What amazes me is that they refuse to follow up promptly AND refuse to give me the information I need to follow up myself. For heaven's sake, pick one! In addition, I STILL have to explain the situation every time. Either their support system stinks, or their people don't know how to use it (I'm betting on the latter).

So there it is. After SEVEN MONTHS, I'm still waiting. Only now I'm calling the number transfer department every other day. I'm always respectful and patient, but I'm also VERY persistent. I take comfort in the scripture of the widow and the unjust judge . Eventually, they'll get sick of me and actually do something.



Read The Full Thread:

8 Month LNP Horror Story


Please send me a message regarding this issue. I do apologize for the inconvenience.
A) Your story makes me feel better about my 3 month wait. Thanks! :-D B) Cool link.
Drewmie, Please post here and tell us if your problem was solved. Those of us
When I joined Vonage, I was told 20 business days to trnafer number. But after reading
Update: I've had multiple emails from Vonage telling me that my issue has been
before i abandoned my lnp, i did a couple email go-rounds with XO and got this phone
Yikes, what a rough road they've had you travel. Completely unacceptable, ...
mikedief, thanks for the number. Unfortunately, I called XO at 866-295-9696,
sorry about that drewmie, i was hoping that would work, at least it was worth a try.

drewmie posted "I signed up with Vonage and sent my number transfer authorization July 10, 2004." on 02/08/2005

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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.

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