number porting takes too long

Posts: 1 · New Forum Member Joined: Mar 18, 2006 Posts: 1

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My current carrier is MCI and have filled out the transfer authorization form nearly 25 days ago. Every time I call Vonage
I end up with someone who cannot give me a status other than
the line is still in transfer. Is there anyway to help push this process along? I continue to pay two phone bills until this process is completed.

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

I have been trying to port two numbers out of MCI since August. I don't know if it is MCI or Vonage that is the problem (or Verizon who actually owns the line).

At this point I am looking for another place to port the number to temporarily and then try to get it into Vonage from there.

Posts: 13 · Vonage Forum Associate Joined: Mar 18, 2006 Posts: 13

when i called Vonage before and asked about the status of the transfer they said that it is being processed and i already waited for a month. i complained why is it taking so long and they explained that they are actually waiting for sbc to release my line. i think it's not vonage's fault.

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

Please search on this stuff. It's well known that LNP's are a two-party deal. Most companies won't do LNP's easily because it means they are losing service to a competitor. Vonage is not perfect, but those phone companies out there hate what Vonage means, and what it can do to them. So this is their little way of sticking it to them, by pissing off their new customers.

Posts: 2 · New Forum Member Joined: Mar 05, 2006 Posts: 2

Feb 5 - I buy my PAP2 and sign up. Feb 6 I complete the LOA online. March 14 - After 5 weeks of waiting for my LNP I called and was told "We'll check on it and email you within 24-48 hours." March 16 - After getting no email on the progress within 48 hours I called back and said I want a credit because instead of saving me 50% Vonage was now costing me 50% more. They offered me $10. I said I thought after 5 weeks a full $24.99 was more in order (my tone was not pissed off, just mildly irate and anxious). They agreed. Now I figure I can wait it out by getting a credit each month. March 17 - I logged into my web account to check the status. Lo and behold, my (former) phone company approved the transfer! Later in the day I got an email saying the target date is March 20. March 20 - I call home from work and my Vonage voicemail picks up instead of my answering machine. When I got home I unwired the phone company and wired Vonage into the rest of the house. Coincidence? Who knows? Wink

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

I think in a lot of these LNP posts the point gets entirely missed. It's not so much the delay as it is the fact that Vonage really can't provide any kind of accurate status or escalate efficiently. 'Transfer out to carrier'. Well, no s**t, Sherlock!! Could possibly there be some info stating that 'Telco X' indeed has the request and is just sitting on it? Could there possibly be a way for a customer to speak with someone who can actually SPEAK with Focal/Xo/whomever?
And I'm not talking about the people who complain one day after the 'date', either.

Posts: 67 · Full Forum Member Joined: May 31, 2005 Posts: 67

Agree! Its taking way way too long. And i cant believe your current phone co. would ignore or purposely delay just to get even or becuase they are pissed off that you are leaving. Surely there has to be laws to this. I myself think its Vonage dragging their feet. And the above poster makes a good point. Instread of saving 50%, you are paying two phone bills making it 50% more. Vonage should not by law be able to charge you a dime, if you are porting, until that port is complete. That "should" be the law! Or at least, it should be the least Vonage could do for its new customers. Paying two bills, waiting for the port by far out weighs any savings or signup promo savings Vonage offers. In short, switching to Vonage is an expensive decision, if you are porting. And when Vonage cs tells you its the "other" guy playing tricks on your port request, I just dont believe that for a second. Its just a way to blow you off.

Posts: 1 · New Forum Member Joined: Apr 06, 2006 Posts: 1

I work for a CLEC and I will say that we have had nothing but BS issues with Vonage. We've had customers telling us that Vonage is telling them we are rejecting their request, we check out system, see no request and tell the customer to have Vonage contact us so that we can get to the bottom of the issue. Get this.. Vonage tells the customer that it is illegal for them to call us. What?!? That is an outright lie. Most people will finally give up on Vonage and just go to Bell, SWB or whoever. If you go to a carrier like that, the port will be done in less that 2 weeks.

Another issue came up today. A customer calls in and says that she wants to sign a release for us to give her numbers to Vonage. We tell her that Vonage has to send us a port request. Her respons, "The said they aren't aloowed to do that." What a load of crap.

And to whomever posted above that a carrier will make it hard to port because we are losing business... not true. I bet you every hold up with anyone switching will be at the fault of Vonage. And doesn't it seem conveient for them to be billing you this whole time they are being held up for services they aren't even providing to you?

There is no way they should be allowed to bill you for service they aren't providing.

I hope all of you wake up and realize you are getting RIPPED OFF!!!

I laugh my A** off everytime I see one of their commercials and believe me... it aint because they're funny.

Posts: 19 · Vonage Forum Associate Joined: Jan 31, 2006 Posts: 19

I agree that Vonage has terrible customer service, no accountability, poor overseas tech support.

But it seems that number porting is a regional issue. Probably Vonage could do a better job from helping customers out.

Based on what I've read about the experience of another SBC customer in SE michigan and my own experience, porting number with this company is rapid.... Within 4 business day of receiving the notice, they already authorized the transfer. Then it was up to Vonage. Which took only 2 more business day. The entire transfer took less than 5 business days!

It seems like porting issues lies with the company you're trying to port out. That doesn't seem to help that Vonage has poor customer support either. Seems like it is a problem on both sides.

Posts: 9 · New Forum Member Joined: Feb 12, 2006 Posts: 9

I have been waiting since Feb 16 for my number to be ported.

I called my landline company which called "Carrier services" and they indicated that "carrier services" had not received any request from Vonage or anyone else to have my number ported. The supervisor at "carrier services" indicated to me that I get the order number from Vonage. Any request must have an order number.
I asked Vonage for this number, they ignored my request and instead received a message saying that my request was denied due to incorrect address and they wanted a copy of my lastest statement. I complied with their request , this was on Mar 27 2006.

Once again I requested, that they send me both the original and the denied request "order number" and once again they ignored my request. Last email, I got said that they would credit my account once the transfer is completed. As of today, nothing yet.

I am hoping this is going to happened soon but I am not holding my breath. Otherwise, Vonage has been great.