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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
Author Message
WayneW
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 27, 2006
Posts: 15

PostPosted: Sun Jan 29, 2006 8:52 am    Post subject: Very Unhappy Customer Reply with quote Back to top

I signed up for Vonage a week ago. I want to transfer my existing number. The lady who took my order told me to login to the Vonage Web site after 24 hrs and fill out the Letter of Authorization to transfer the phone number to Vonage. RIGHT!!!!

For the last 5 days I login and click on the link to start the transfer process and I get a page that says "Letter Of Agency Not Found". Each day I then call customer care (there is mis-named service). I go through holy he-- trying to communicate the problem to the agent and after several minutes he/she transfers me to another department. I go through the whole name, address, phone number set of questions again and after getting put on hold at least once the agent says they need to transfer me again. I get the next level of support and we do it all again.... and, once more I get transferred to the "database group" (seems to be a group in MO?)

I again do the phone nbr, name, address bit and explain the whole issue once more. This agent usually puts me on hold once or twice to "check something" and then usually tells me that they are going to have to have the "engineers" fix the problem.

The next day, nothing is fixed and I ge to do it all again.

Observations:
Customer Care is the pits! The language barrier is very real - communication with the initial contact agents is VERY DIFFICULT! Customer care should prioritize solving the customer's problem. If you can't communicate, that is hard to do.

With the capabilities of telephone switches and networks why do I have to repeat all the verification information for each new group I get transferred to? Either pass the data or pass a token indicating I've been verified!

I am underwhelmed by the Vonage infrastructure I've seen so far. Getting a canned form for a customer to fill out and submit is not rocket science! The last agent I spoke to in the database group told me that they had no way to access the form directly and just send it to me via email. Great design!

If I don't have access to the form by tomorrow I am done with Vonage. If they can't resolve a simple problem like this do I really want my telephone service in their control?
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OldSnipe
Vonage Forum Master
Vonage Forum Master


Joined: Mar 16, 2005
Posts: 249
Location: Bend, Oregon

PostPosted: Sun Jan 29, 2006 10:06 am    Post subject: Number Porting Reply with quote Back to top

Wayne,

Did you in fact fill out the LOA? I went on line Friday and requested to port my copper number. Immediately after filling out the online request I received an e-mail with a hyperlink to the LOA. Filled that out with a digital signature and a few minutes later was a report on my dashboard that it was received. An hour later was the note that it had been sent on to my local phone company for action. No pain as yet.

Try this number to contact Vonage. Someone posted it on the forum some time ago. I tried it the other day. It went straight to a very helpful young lady who straightened out a mess I made because I didn't, "read everything before doing anything". 888-250-1799
Good luck,

_________________
Snipe
N 43.96674 / W. 121.35427
ISP: Bend Broadband cable connection
Modem: Motorola Surfboard SB5101
Tel. Cachinkus: Linksys v-portal
Who the heck is the Old Snipe? Http://oldsnipe.com knows
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WayneW
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 27, 2006
Posts: 15

PostPosted: Sun Jan 29, 2006 10:33 am    Post subject: Re: Number Porting Reply with quote Back to top

OldSnipe wrote:
Wayne,

Did you in fact fill out the LOA? I went on line Friday and requested to port my copper number. Immediately after filling out the online request I received an e-mail with a hyperlink to the LOA. Filled that out with a digital signature and a few minutes later was a report on my dashboard that it was received. An hour later was the note that it had been sent on to my local phone company for action. No pain as yet.

Try this number to contact Vonage. Someone posted it on the forum some time ago. I tried it the other day. It went straight to a very helpful young lady who straightened out a mess I made because I didn't, "read everything before doing anything". 888-250-1799
Good luck,

No! I cannot get an LOA to fill out. That is the problem!
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ih8gates
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 17, 2006
Posts: 16

PostPosted: Sun Jan 29, 2006 1:43 pm    Post subject: Reply with quote Back to top

i had a few problems with the signup process... couldn't get past one of the steps because of some form validation issues. had to switch from Firefox over to IE. The signup went smoothly then.
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OldSnipe
Vonage Forum Master
Vonage Forum Master


Joined: Mar 16, 2005
Posts: 249
Location: Bend, Oregon

PostPosted: Sun Jan 29, 2006 2:44 pm    Post subject: FireFox Reply with quote Back to top

ih8gates wrote:
i had a few problems with the signup process... couldn't get past one of the steps because of some form validation issues. had to switch from Firefox over to IE. The signup went smoothly then.


I tried Firefox and gave up on it because it has lot's of issues! I write several non-profit Web sites. Some have forms to fill out for membership and paying dues. Firefox does not seem to like any of them. I also have problems with Firefox and several database driven .asp pages.

Good luck on your porting, (& me 2). I saw a big article in the local paper Friday about Vonage has come to central Oregon. I bet that QUEST will be over run with porting request soon! Glad mine is in the front of the line.

_________________
Snipe
N 43.96674 / W. 121.35427
ISP: Bend Broadband cable connection
Modem: Motorola Surfboard SB5101
Tel. Cachinkus: Linksys v-portal
Who the heck is the Old Snipe? Http://oldsnipe.com knows
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ih8gates
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 17, 2006
Posts: 16

PostPosted: Sun Jan 29, 2006 3:11 pm    Post subject: Reply with quote Back to top

er, to be clear, the fault doesn't lie in FF; it lies in the skills of the folks that build the web apps that don't stick to the W3C spec.
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dconnor
Site Admin
Site Admin


Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Sun Jan 29, 2006 3:20 pm    Post subject: Reply with quote Back to top

ih8gates wrote:
er, to be clear, the fault doesn't lie in FF; it lies in the skills of the folks that build the web apps that don't stick to the W3C spec.


Oh no, while I am sure you are correct, FF has had more than it's fare share of compatability issues

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WayneW
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 27, 2006
Posts: 15

PostPosted: Tue Jan 31, 2006 7:43 am    Post subject: Progress - Finally Reply with quote Back to top

After 7 days of calling "Customer Care" to resolve the problem of not having access to the LOA to transfer my existing number I called Vonage to cancel my service. The agent I spoke to asked what my reason was and after going through the whole story he said "I can fix that!" I told him that if he could resolve it by the end of the day, I would not cancel the service. He told me to watch for the email to start the process. At about 9:30 last night it showed up!!!!

After all the agents, engineers and "level 3 support" could not accomplish this, the guy at the Account Management Dept got it done the same day. Thank You!

I have to say that I am going to watch the whole service very carefully. This whole episode left me with a very poor impression of Vonage as a service provider.
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Metalbunny
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 01, 2006
Posts: 37

PostPosted: Fri Feb 03, 2006 2:05 am    Post subject: Reply with quote Back to top

dconnor wrote:
ih8gates wrote:
er, to be clear, the fault doesn't lie in FF; it lies in the skills of the folks that build the web apps that don't stick to the W3C spec.


Oh no, while I am sure you are correct, FF has had more than it's fare share of compatability issues


FF isn't compatible with IE-based scripting, which is what an insane amount of websites use because they're made by incompetent people, and generally any website that uses ASP (which is something Microsoft invented), or any site that's made using Frontpage, won't work properly in anything but IE.

FF has some caching problems, and some plug-in issues, but the compatibility problem isn't with FF, it is in fact with websites that don't follow the HTML specs, and use scripting that isn't compatible with JavaScript standard. IE supports some JavaScript code that no other browser supports, and if anyone uses that on a site, then that site won't work in anything but IE.
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navydavy2001
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Fri Feb 03, 2006 6:27 am    Post subject: Reply with quote Back to top

Yeah, really. Those incompetants. Eek

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