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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
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vab53
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Joined: Nov 29, 2005
Posts: 2

PostPosted: Thu Feb 23, 2006 8:53 am    Post subject: Help with phone porting nightmare!!! Reply with quote Back to top

I've called my local phone carrier and spoke to their porting department. They said that they have released my number. I've talked to Vonage who said that the company (Cox of Hampton Roads) hasn't released my number. My number has been disconnected for four days. I've lost business and spent well over five hours on the phone with Cox and Vonage (I keep getting dropped by Vonage). I've given Vonage Cox's direct number to LNP it doesn't seem they will call. My id is vab53. If anyone from Vonage's LNP department reads these post please take a look at my account and give Cox a call.
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Movado
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Joined: Feb 16, 2006
Posts: 27

PostPosted: Thu Feb 23, 2006 10:50 am    Post subject: Reply with quote Back to top

As an ex Vonage employee my advice is this. 1 get another number until you straighten out your issue. Call Vonage ( be prepared for at least 5 or 6 hours of hell) Do not give them any info - phone number, account number, name, issue or anything. Tell them to put a manager on not a supervisor. They will tell you that you need to give them some information to relay to the manager. Tell them you are canceling your account ( even if you are not) and you want a manager NOW. Vonage employees are watched for hang ups so they can't hang up on you or it will go against them ( a call may drop and very often does - you have to call back then) Tell them you are not speaking to anyone but a manager - be very firm. When someone does get on the phone it will probably be a supervisor. Make sure you are speaking to someone in the United States. Ask if the person you are speaking to is a supervisor or a manager. If it is a supervisor tell them they will put a manager on and only a manager. If you get switched to account management you will need to start the process again in getting a manager. Once you get a manager on DEMAND your issue be resolved. Trust me they have the powers to make things happen. There are phone calls that can be made. Get that managers name. If they need to get back to you make sure to give them a time to call back when you are home and a correct phone number but do not offer that just tell them you are not getting off of the phone until the issue is resolved after three or four times of them telling you they have to get back to you they just might have too (maybe) Tell them you are recording the phone conversations for your records ( even if you are not). If they do not call back call the better business bureau.

If you want action out of Vonage then you will need to take a firm stance and prepare for battle. Do not let them weasel out of anything because they will. Tell them you are not getting off the phone until something is done! And get names, document everything. Record the call if you can.

Good luck!
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vab53
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PostPosted: Thu Feb 23, 2006 11:49 am    Post subject: Reply with quote Back to top

After calling both corporate offices I now have my home phone on through Cox. They said they called Vonage and had them port the number back. I don't know who messed up. I will try the port again in a week.
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Movado
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Joined: Feb 16, 2006
Posts: 27

PostPosted: Thu Feb 23, 2006 2:33 pm    Post subject: Reply with quote Back to top

It doesn't matter who screwed up Vonage should be taking care of their customers and here is another clear view as to how they do not. Your a brave soul to give them another chance. Is the savings going to be worth the time and headaches? I wish you luck, for some it is a breeze but if it is not beware. If your banking your buisiness on Vonage I would not. You know most of Vonge's accounts are residential and you don't see them advertising to big buisiness or corporate america. Why, because they cannot deliver.
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Movado
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Joined: Feb 16, 2006
Posts: 27

PostPosted: Thu Feb 23, 2006 2:39 pm    Post subject: Reply with quote Back to top

Vonage does not actually port your number. This is done through third parties who should be scrubbing your records but do not. If you have anything on your line such as distinctive ring, DSL your number will not be useable. If you have multiple lines and only port one you will be double billed on the line you port. You will need to call Vonage to get proof the number ported. Just beware.
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clave665
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Joined: Nov 28, 2005
Posts: 70

PostPosted: Thu Feb 23, 2006 3:56 pm    Post subject: Reply with quote Back to top

Probably the worst thing of all about this is that the REAL LNP Dept. at Vonage DOES NOT take calls! 'LNP Escalations' is the name given to those Agents who've taken a 1-day LNP course and can do a few more things, none of which usually do much good for a customer with a real LNP issue.

The thing with the 'Demand a Manager' is that it happens too often and loses impact - Agents are under instructions not to simply pass along that type of call. Trust me, the waiting game can unfortunately be played by both sides.
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Movado
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Joined: Feb 16, 2006
Posts: 27

PostPosted: Fri Feb 24, 2006 6:56 pm    Post subject: Reply with quote Back to top

That is true the waiting game can be played by both sides but as I said prepare for a few hours of time. But also the waiting game has to eventually give in on Vonages side because the que watcher will be saying something soon. I can gaurentee Vonage will have to give in otherwise other customers suffer. The only choice an agent has is to short out your head phone or release the call, but that's a check mark against the agent. Also if a supervisor did not get on period you could always make a dispute with your credit card company and tell them when you called they refused to put a supervisor on and you want your money back. Some will make a call for you to Vonage and get a supervisor on and get your money back immediately (well the day or two to get back on your card) I just did it last week where I had some issues with a company and when I called they would not resolve the issue and I wanted my money back, they went on about the terms of service and wouldn't put a Supervisor on, Blah Blah, and the credit card company placed a third party call to a supervisor and had them immediately refund all of my money, more than I was even looking to have refunded. The consumer has more rights than the average person knows. So really if you want action from Vonage you must have time and be very firm, but it can be achieved. Of couse if the person on the phone can help you all is good but if not then you need to go one up and up again if need be.
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