Vonage tech here? Pull some strings on LOA problem?

Posts: 24 · Vonage Forum Associate Joined: Jan 30, 2006 Posts: 24

Okay, I loved Vonage for my home. It works great so I ordered it for my business last Friday.

However, there's a problem. I asked that my current number be ported over.

When I first ordered Vonage for my home, I received an email almost instantly titled "Online LOA Required." I never received this email when I signed up for my business account. Oh oh.

So after not getting the email, I logged into my account. I went to the link "Existing Phone Number Transfer Status", and then the link "Click Here to Start Number Transfer".

When I click the link "Click Here to Start Number Transfer", a new window pops open that says:

Letter of Agency
Letter Of Agency Not Found.
We're sorry but this page is currently unavailable.
Please try again later, or contact Customer Care for more information.

So Saturday night I called tech support. I got through right away and told them the problem. He tried something about resending an email and then told me that it may be resolved in 24 to 48 hours. I tried again Sunday and it still wasn't working.

I called tech support again Monday and was shuffled to about 3 differerent people before apparently being thrown into a nether region somewhere. I had to hang up after being nowhere for 45 minutes.

Called again this morning. Ended up in tech support again where the young woman I ended up with said that the call had never been properly escalated. She said she would escalate the call and that it should be resolved in 24 to 48 hours.

I know my number can't be ported until I can fill out the LOA and I don't want this to take forever. I'm not getting warm fuzzies. If any Vonage tech can follow up on this it would help me a lot.

The number I'm trying to port is 616-842-8044 and the open case # I have is 3919062. If you need any more information please email me at dkcollison@yahoo.com.

Thanks!

Posts: 9 · New Forum Member Joined: Feb 09, 2006 Posts: 9

dc1961 wrote:

Okay, I loved Vonage for my home. It works great so I ordered it for my business last Friday.

However, there's a problem. I asked that my current number be ported over.

When I first ordered Vonage for my home, I received an email almost instantly titled "Online LOA Required." I never received this email when I signed up for my business account. Oh oh.

So after not getting the email, I logged into my account. I went to the link "Existing Phone Number Transfer Status", and then the link "Click Here to Start Number Transfer".

When I click the link "Click Here to Start Number Transfer", a new window pops open that says:

Letter of Agency
Letter Of Agency Not Found.
We're sorry but this page is currently unavailable.
Please try again later, or contact Customer Care for more information.

So Saturday night I called tech support. I got through right away and told them the problem. He tried something about resending an email and then told me that it may be resolved in 24 to 48 hours. I tried again Sunday and it still wasn't working.

I called tech support again Monday and was shuffled to about 3 differerent people before apparently being thrown into a nether region somewhere. I had to hang up after being nowhere for 45 minutes.

Called again this morning. Ended up in tech support again where the young woman I ended up with said that the call had never been properly escalated. She said she would escalate the call and that it should be resolved in 24 to 48 hours.

I know my number can't be ported until I can fill out the LOA and I don't want this to take forever. I'm not getting warm fuzzies. If any Vonage tech can follow up on this it would help me a lot.

The number I'm trying to port is 616-842-8044 and the open case # I have is 3919062. If you need any more information please email me at dkcollison@yahoo.com.

Thanks!

I went through the same trouble for my home phone number transfer. I started on 1/6/06 and finally on 2/1/06 I insisted on talking to a supervisor who canceled my original request for transfer and created a new one. I had an open ticket which was never addressed till 2/1/06.

Posts: 24 · Vonage Forum Associate Joined: Jan 30, 2006 Posts: 24

mna wrote:

dc1961 wrote:

Okay, I loved Vonage for my home. It works great so I ordered it for my business last Friday.

However, there's a problem. I asked that my current number be ported over.

When I first ordered Vonage for my home, I received an email almost instantly titled "Online LOA Required." I never received this email when I signed up for my business account. Oh oh.

So after not getting the email, I logged into my account. I went to the link "Existing Phone Number Transfer Status", and then the link "Click Here to Start Number Transfer".

When I click the link "Click Here to Start Number Transfer", a new window pops open that says:

Letter of Agency
Letter Of Agency Not Found.
We're sorry but this page is currently unavailable.
Please try again later, or contact Customer Care for more information.

So Saturday night I called tech support. I got through right away and told them the problem. He tried something about resending an email and then told me that it may be resolved in 24 to 48 hours. I tried again Sunday and it still wasn't working.

I called tech support again Monday and was shuffled to about 3 differerent people before apparently being thrown into a nether region somewhere. I had to hang up after being nowhere for 45 minutes.

Called again this morning. Ended up in tech support again where the young woman I ended up with said that the call had never been properly escalated. She said she would escalate the call and that it should be resolved in 24 to 48 hours.

I know my number can't be ported until I can fill out the LOA and I don't want this to take forever. I'm not getting warm fuzzies. If any Vonage tech can follow up on this it would help me a lot.

The number I'm trying to port is 616-842-8044 and the open case # I have is 3919062. If you need any more information please email me at dkcollison@yahoo.com.

Thanks!

I went through the same trouble for my home phone number transfer. I started on 1/6/06 and finally on 2/1/06 I insisted on talking to a supervisor who canceled my original request for transfer and created a new one. I had an open ticket which was never addressed till 2/1/06.

Thanks for your experience.I noticed that there is an option on the phone menus to cancel a number transfer request. If it goes much longer perhaps I'll try cancelling the original request and starting a new one.

Posts: 24 · Vonage Forum Associate Joined: Jan 30, 2006 Posts: 24

Well, closing in on 36 hours and the situation is still the same. I'll give it 48 hours and then ramp up my concerns.

Again, if there's any Vonage tech's that know anything about the problem with the letter of authorization not showing up on the website please try and help me.

Thanks!

Posts: 24 · Vonage Forum Associate Joined: Jan 30, 2006 Posts: 24

Update: I got the email at about 36 hours saying that my Letter of Authorization was ready with a link to start the process. As promised, it was fixed within 24 to 48 hours.

Some notes: I was polite and cordial to everyone I talked to at Vonage. I didn't run into any really rude people and the person that was able to properly escalate the problem was a woman who seemed to be in the call center in India. She spoke pretty good English and was helpful and courteous.

I think the biggest problem was that for this particular problem it was unclear who was responsible for taking care of it so there seemed to be a bit of shuffling.

But it got done in a relatively timely manner so I'm happy. In fact, I receieved my router/phone adaptor and hooked it up. It installed flawlessly and I was up and running in about 10 minutes.