Porting delay - no support

Posts: 9 · New Forum Member Joined: Jan 24, 2006 Posts: 9

I have waited practically two months while the porting of my number has missed one target date after another. If I email an inquiry to Vonage, all I get is a pre-canned response that does not address the questions I asked. On 3/7 and 3/8 I received emails from Vonage telling me that the (latest) target date for my transfer was 3/6, without even an acknowledgment that that date had already passed. It really feels like there is no one there at Vonage. The support personnel appear unwilling or unable to handle any situation that is out of the ordinary. Meanwhile, I am paying for my third month of duplicate contracts because I can't cancel my old carrier until after the porting is completed.

Posts: 12 · Vonage Forum Associate Joined: Sep 24, 2005 Posts: 12

I have been waiting since September. In fact, the carrier approved my transfer on September 13, 2005 and the port is still not complete. I signed up for Vonage because I was moving my business to another state and did not want to lose my old numbers, but paying to carriers for one phone line is getting expensive. I have been up to escalations several times (including once with my old carrier on conference call in order to make sure all of the actions that needed to be taken were clear to all parties) and still no transfer. I even got one of the support tech's e-mail addresses and thought I could e-mail him into submission, but that didn't work.

Ironically, I like the service and have no plans to change. But when I can get my home number ported to a cell phone in a matter of minutes, I would think Vonage would be able to devote a percent or two of the monthly revenue to making its customer's lives better through getting the fundamentals of their business completely functional.

Thanks for letting me rant!

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RTP 300
Time Warner since December/Comcast prior to that
Today's QOS: 2.8 to Boston/3.1 to me (usually its better)

Posts: 70 · Full Forum Member Joined: Nov 28, 2005 Posts: 70

The bad thing is that you'll never get to actually speak with the LNP agents who deal with the 3rd party carriers. Just CCAgents who are considered 'LNP Escalations'. Not the same.