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Vonage Okay - an update. As previously mentioned, the transfer was a success, however

Okay - an update. As previously mentioned, the transfer was a success, however things have since become, well, problematic.

It started last week when I decided to check my voicemail from the office using the web interface. Vonage's website gave me two options for voicemail access - one for my softphone line, and one for the old primary number (which is now a virtual number, with the transfered number being my main account number). Selecting the old (now virtual) number would result in an error.

Figuring this wasn't a critical problem, I decided to use the e-mail support mechanism. Having other more important things to do in life, I forgot about it.

Nearly a week later, I started hearing that people had tried to call me on the virtual number (which is in my local area code), but were getting a message stating that the line had been disconnected. I tried it myself, and sure enough I got the same message (from both within and outside Vonage's network). Checking my account on their website, there was no longer _any_ record of my virtual number.

This is obviously more serious, so I called their technical support line. I've never actually called Vonage about anything before, but fortunately I got a real, live person in less than 30 seconds. He seemed genuinely surprised that this had happened. It took a bit of time on their end, but they fixed the problem immediately.

Or so they said. I tried calling my virtual number from my softphone, but only got a fast busy signal. Being relatively late at this point, I decided to leave it until the morning. It was the same way in the morning, but before I called I decided to check the web interface. Sure enough, it showed my virtual number as being assigned to me - checking a bit deeper, it turned out that the virtual number had been erroneously set to forward to my softphone - correcting it online fixed the problem immediately.

That was two days ago. Yesterday, I got an e-mail saying they've escalated the web voicemail issue, and will get back to me shortly. They've obviously done something , as the only number that now shows up for the voicemail drop-down box is my virtual number.

In overview:

Good: Vonage has moved very quickly to fix these issues. My tech support experience was top notch.

Bad: The voicemail issue still isn't fixed. And the fix to the virtual number wasn't completed correctly - but at least I was able to fix it myself from my account page.

Ugly: Vonage shouldn't have caused this problem in the first place. I get the distinct feeling that someone deleted my virtual number entirely while they were trying to "fix" the voicemail issue.

In summation, it's annoying that I've run into these problems, and it's funny having to explain to organizations who tried calling in this time that I didn't give them the wrong phone number, but that the phone company screwed up and disconnected it (and then tell them that yes, I always pay the bills). However, their technical support really came through getting me my virtual number back, so they are obviously working hard to correct their mistakes.



Read The Full Thread:

Cell to Vonage Transfer Successful!

Good-day Everyone: With cell number portability available here in Canada
Congrats!! and thanks for this, please let us know if/when it does for sure work,
I will. I've been testing it on and off this evening with a different Vonage line,
you should have just gone with a pay as you go phone and pay as little as $10 a month
Well, 90% of my time is spent in two locations - home, and the office. Both have excellent
I agree with you on cell phone service here in Canada and the U.S for that matter.
I'm also fortunate in that I have an Apple Airport Express, which is a pocket sized
If the iPhone ever supports a dual mode Cellular/VoIP telephony, I'd trade my
What company in Canada is going to get the contract for the Iphone? In North
The iPhone is a GSM device, and there are only two GSM providers: Rogers, and Fido.

Yaztromo posted "Okay - an update. As previously mentioned, the transfer was a success, however" on 05/10/2007

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