Transfering Number Delay Issues

Posts: 17 · Vonage Forum Associate Joined: Feb 17, 2006 Posts: 17

3rik7 wrote:

Me too! While talking to a Vonage CS agent (in the Escalation Dept.) yesterday about my phone # transfer delay and after waiting on hold for 20 minutes they dropped my call! At first I thought it was me, so I called right back (this time from my cell phone). Waited 10 minutes got another CS agent and when they transferred me to the Escalation Dept. they dropped my call again! Thinking that I might be going nuts at this point I called back for a 3rd straight time...and again they drop my call while transferring me to the Escalation Dept. I decide to call back in the morning and in the morning no dropped calls. I don't understand. Is dropping customer calls one of their tactics when they are short staffed? Lame. In all my years I've never experienced a service provider so incompetent. Vonage feels like a fly-by-night company. ****? I'm convinced that they DO NOT care about their customers. BTW, if you see their Leadership page at http://www.vonage.com/corporate/aboutus_index.html there is no VP of Customer Service. Hmmm...that says a lot right there. What a bunch of Management morons. Here's some Business 101 advice for Vonage's management:

In a service oriented business (such as a Voip service) your customers are your #1 asset! In a free market your customers can and will leave you if they get bad service!

If it's any consolation, I've spoken to the escalation dept. on more than one occasion. Completely worthless. They know nothing and will tell you nothing, other than so crap about a priority status of your ticket number. Pffffftt.... That's if you can understand them between the "english as a second language" and the hollow tin can they appear to be talking through at the other end. Vonage simply should not be allowed to advertise existing number transfer as an incentive to switching to them... complete and utter fabrication.

Posts: 2 · New Forum Member Joined: Apr 17, 2006 Posts: 2

Are others filing complaints against Vonage for not having their number transfered in a reasonable time period or ever? I agree that it seems unlawful to be misrepresented as a great service which you can keep your existing phone number and I also agree that the customer service ****. I've spent probably in total an entire work day contacting Vonage between waiting on hold, being transferred and the other tricks they play to exhaust you.

Posts: 3 · New Forum Member Joined: Apr 20, 2006 Posts: 3

How do you report to the FCC and such? I haven't quite given up on Vonage yet (27 business days so far with promises of "Done in 48 hours" 4 times in the last week). I close on my house Friday of next week and have given my number to all the utility companies. Two have already contacted me through other means and are not happy about my "This number is unallocated" response. I have been promised status emails during every phone call and have so far received the same form email from Anand, Amit and Sumit seven times. I started the transfer March 14th, AT&T CallVantage ported my number 26 March, and it is now the 20th of April. I guess I should consider myself lucky based on other posts but I thought the 10-12 business days would be 10-12 calendar days like everywhere else. If I had read this forum prior to switching I never would have gone with Vonage. The lure of a free (after rebate) adapter and a $50 gift card at Best Buy suckered me in. Anyway, good luck to everyone and I will update with my status when I have it.

Posts: 4 · New Forum Member Joined: Oct 19, 2005 Posts: 4

My South Central Bell number was FINALLY ported (see previous posts for more details) Thursday/4-20 but I didn't get a Vonage email until today Friday. Woke up to a dead phone line. Checked my email and nothing from Vonage. I assumed (gambled) that the number had been transferred so I disconnected my line at the outside box, plugged the adapter into a vacant wall jack, and magically all phones were alive with Vonage. Today, I'm satisfied but reserving judgement until later. I would love to have some free monthly credits but can't in good conscience recommend Vonage until they improve customer service and get over their growing pains.

Posts: 3 · New Forum Member Joined: Apr 20, 2006 Posts: 3

New info...AT&T CallVantage says Adelphia Business Systems owns my number...Vonage says Tech of Carolina does...what are the chances that my number will never transfer? I give it even odds...I have already set up an order to have Time Warner Cable Digital Phone and will cancel Vonage as soon as that is up an running....it is amazing what good marketing can do to fool consumers....

Posts: 1 · New Forum Member Joined: Apr 25, 2006 Posts: 1

mjwebb007 wrote:

How do you report to the FCC and such?

Here is a form I found on either this forum on another when i was doing my research on Vonage. The user indicated that after completing the form his number was ported quite quickly, from what I remember.

http://svartifoss2.fcc.gov/cib/fcc475.cfm

Troy

Posts: 37 · Vonage Forum Junior Joined: Jul 12, 2006 Posts: 37

Glad to see I am not the only person who can't get their number transferred. I signed up for Vonage on 4/8/06. I like how Vonage used to let everyone talk to the escalations department, however that is no longer allowed. I have gone in circles with the Customer Service department and the Phone Transfer department. I have talked to 2 Supervisors. No one can help me. All I continue to get is "please wait 24 to 48 hours." It's been over 3 months and I am tired of waiting.

Fortunately I have gotten the escalations and supervisors to credit my account twice. Although getting them to do that is like pulling teeth. I don't understand how they ethically can charge you for a service you don't even use. They give me some story of how I have a virtual number so that I can use that. I told them, "I don't use your stinking phone. Why would I give everyone some virtual number to call me on, just so that when I get my phone transferred that I tell everyone to start calling me on my old number again? And just so I am clear, I didn't get Vonage so that I could pay for 2 phone bills!" So they open tickets and add notes to my account and have twice credited my account, but this is getting a little old now.

Ugh!

Calgon take me away Sad

Posts: 17 · Vonage Forum Associate Joined: Feb 17, 2006 Posts: 17

Well, Vonage finally sent me the confirmation to port numbers. What's funny is those numbers have already been ported! I told them to cancel. I actually kept those virtual numbers. We've found it easier to just keep the numbers away from the service provider and just remote call foward. Cost is mimimal and when it's time to move on from Vonage, there won't be fuss... which probably won't be too much longer, as finicky as fax services are over Voip.

To the other above poster... I filled out that FCC form. It didn't really help to expedite the transfer, but it did bring some attention from the XO Executive Dept. customer relations. I can't tell you how useful that is yet because they recently sent us a bill (and collection notice) for June when we closed service in May. If they were a reputable company they'd credit us going back to January.

Posts: 37 · Vonage Forum Junior Joined: Jul 12, 2006 Posts: 37

hakujin wrote:

[ADMIN EDIT: PER THE FORUM RULES CALLS TO ACTION ARE NOT ALLOWED]

I wish that Vonage handled phone line transfers as well as the admins troll these forums and ensure that you adhere to their forum rules.

Lol

Posts: 2251 · Posted: Wed Jul 12, 2006 11:49 pm Post subject:

nutty wrote:

hakujin wrote:

[ADMIN EDIT: PER THE FORUM RULES CALLS TO ACTION ARE NOT ALLOWED]

I wish that Vonage handled phone line transfers as well as the admins troll these forums and ensure that you adhere to their forum rules.

Lol

Talk about trolling, you are quoting a post from Tue Apr 18, 2006 10:00 pm...

Anyhow...

"This Site [THE ADMIN's SITE] is exclusively owned & operated by 4Sight Media LLC & is no way endorsed, sponsored, provided, owned or otherwise controlled by Vonage. For official information on Vonage Services please proceed to the Vonage website at: www.vonage.com"

I hope that we have been helpful to you,

Smile