customer service utterly failed me

Posts: 10 · Vonage Forum Associate Joined: Feb 01, 2006 Posts: 10

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Posts: 37 · Vonage Forum Junior Joined: Feb 01, 2006 Posts: 37

Your problem is with Telus, not Vonage. Telus is required by law to pass on your phone number when you want to switch provider, and want to keep your number. But Telus don't care about what they have to do, or what their customers want, so they're not gonna pass on your phone number that easily.

Vonage don't have any interest in taking legal action against Telus to obtain your phone number - they simply don't make that much of a profit from having you as a customer for that to make any financial sense.

If you want Vonage, and come from Telus, your best bet is to simply get a new phone number, as it's unlikely that your Telus number will be transferred any time soon. Vonage is a direct competitor to Telus, especially since Telus will most likely introduce their own VOIP solution within the year (and considering how the rest of their systems run, it will suck).

Go yell at the Telus management, they're the ones at fault. The people on the phones or in the offices don't know what's going on, and they can't help you in any way.
From the time you give up a Telus number, it may take up to a year before it becomes available to someone else, because Telus simply assumes that you'll be coming back to them. After more than a year, if you look up my phone number in the directory, it still has someone else's name on it because of Telus' anal attitude.
You can write Telus (by regular) and threaten them with legal action if they don't relinquish your phone number.

I'd say that you should tell Vonage to give you an interim phone number, so that people can get in touch with you. And then when Telus get their act together you can change back to your old number. But for the most part Telus isn't worth fighting with. They're too big and don't care whatsoever about their customers or the quality of their service.