my Letter to the FCC

Posts: 11 · Vonage Forum Associate Joined: Jan 10, 2006 Posts: 11

I have removed my last name and account numbers
To whom it may concern,

My name is Ray and on 12-10-05 I signed up for Vonage phone service. My account number was. When I signed up the operator said that if I did not what to port over my number at that time “we could do it at a later date.” I wanted to try their service first.
On 12-22-05 I called back to port over my number. The new operator said I would need to start a new account so that my service would not be interrupted. So he started a new account. About two week later a new phone adaptor shows up at my house. So I call customer service and ask them why I had received something I had not ordered. They informed me that I had signed up for a new service with an early cancellation penitently. After numberless calls back to customer service I cancelled service with Vonage. On 1-5-06 I received an email saying that my service was cancelled. On 1-6-06 Vonage ported my number over to their service and I have been without dial tone ever since. When I contacted them the service rep said that they had not cancelled all of my accounts and it was not their fault. I have called Vonage many times on payphone or cell phone to try to resolve this issue. On 1-9-06 one of their service reps said that if I started a third account they would be able to restore dial tone in six hours. Then I could start the port of my number back to my provider. This “mistake” of theirs, would only cost me about 57.78. As of today 1-10-06 I’m still without dial tone. To resolve this issue I would like Vonage to wave all fee’s and costs for the time to port my number back to my provider. I do not know if Vonage broke any laws in porting my number over after I cancelled service but this has taken up a lot of my time. I would like to see Vonage fined for their action or non reaction to my circumstance. I do not think it reasonable for a customer to be without phone service for this length of time.
Regards,
Ray

Posts: 1389 · Posted: Tue Jan 10, 2006 2:18 pm Post subject:

Ray,
I would like to help you but this is a bit confusing for me...

So you started service, then called to port over the number, and they created a totally new account? So at this point you have two adapters?

So then you cancelled all accounts, but the porting was complete.

So now you don't know where your number is going etc? So if you call your old number what happens?

Trowski

Also, as of right now the FCC doesn't really have much say with Vonage as it is a VOIP provider and not a telephone company. Two different things...

Posts: 11 · Vonage Forum Associate Joined: Jan 10, 2006 Posts: 11

Hi trowski,
Thanks for the reply. If you call my number a recording come on and states “lines are temporally busy”. My number is now with Vonage. I thought that since this involves moving a number without permission that the FCC might be the one to contact. Do you know some other agency that would help me?
Regards,
Ray

Posts: 1389 · Posted: Tue Jan 10, 2006 2:44 pm Post subject:

But didn't you initialize the port of you old number over?

Posts: 409 · Posted: Tue Jan 10, 2006 2:49 pm Post subject:

hmmmm can't help but put my two cents worth in.

Ray if it were me I would wait until im calm cool and collected. Call Vonage Cust Support one last time and nicely ask to be transferred to tier 2 Support. Then ask to be transferred to a Supervisor. Explain your situation step by step ( calmly ) and that there was a mixup in porting your other Service providers assigned number. And another account was started. You would like to have the origional account you first started with back and send back the second adapter and have them disregard any extra charges a.s.a.p............. Wink

just might work

keep us posted please

Posts: 11 · Vonage Forum Associate Joined: Jan 10, 2006 Posts: 11

Yes I did initialize the port of my number but cancelled before they ported. My biggest problem with Vonage was their customer support or lack of!
Regards,
Ray

Posts: 1389 · Posted: Tue Jan 10, 2006 2:56 pm Post subject:

Or maybe one of the helpful reps (coldgin) might be able to help you out...

Posts: 11 · Vonage Forum Associate Joined: Jan 10, 2006 Posts: 11

Thanks maryjane,

I going out to lunch and will try to call them back on a pay phone as you know you can be on hold for quite some time when you call customer service. I’m using all my cell phone minutes up trying to resolve this issue.
Regards,
Ray

Posts: 423 · Vonage Forum Evangelist Joined: Oct 03, 2005 Posts: 423

Oh no i ain't getting near this one. Rebates make me cringe too.

Posts: 1389 · Posted: Tue Jan 10, 2006 3:51 pm Post subject:

Just look at it as I thought highly enough of you to recommend your help...
Wink