Transfering Number Delay Issues

Posts: 2 · New Forum Member Joined: Mar 20, 2006 Posts: 2

It has been nearly two months since I opened an account with Vonage and requested to transfer my existing number and so far no success. Everytime when I call Vonage, I get an answer still waiting for authorization from my landline company(Bellsouth). Also every time my case is esclated but no reply or call back from Vonage customer service.
Today when I called this and expressed my opinion and the CSR dropped my call. I guess well trained customer no service person.

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Posts: 3 · New Forum Member Joined: Mar 16, 2006 Posts: 3

I must have gotten they same person. When I told him that he didn't answer the question he went on to say, what do you want me to do. I felt like telling him to put the phone where it won't see the light of day.

Posts: 1 · New Forum Member Joined: Apr 05, 2006 Posts: 1

It has now been more than 5 months since I switched and my line has still not transferred. The customer service reps are either incompetent with the same line regarding what do I want them to do.

I hope FCC or someone looks at this and levies a hefty fine on Vonage for ongoing customer scam.

Posts: 3 · New Forum Member Joined: Mar 16, 2006 Posts: 3

Oh my, I have filed a complaint with the state's attorney general and will be forwarding the letter to the FCC as well.

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

I signed with Vonage Oct. 22nd and am still waiting for Vonage and Bell South to transfer my number. In fairness, I had two distinctive ring numbers and Bell South only cancelled one. It was January before I caught this error. When I signed I was aware that distinctive ring would prevent number porting so I called immediately when I discovered the error and Vonage said they would take care of it. They didn’t. I called back and got a work order # and the reps name this time. Nothing happened. Called back a few weeks later and this rep found the work order # but no notes on my previous calls. CSR said they would get back via email within 48 hours. I told them Skype or AT&T was looking better and better to me. That was a month ago and I’m still waiting. I must be crazy for paying two phone bills this long but hope this message will do two things. Advise potential new Vonagers what may happen and get some attention to my particular case. Other than this “minor” problem, I’m satisfied with the quality and other Vonage features.
Ron in Memphis

Posts: 3 · New Forum Member Joined: Apr 08, 2006 Posts: 3

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!

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

Well, one mo' time....the problem here is that there is NO accountability in the LNP process. If all goes well, fine. But the fact remains that CS is extremely limited in what they can do. They can place an escalation ticket, which everyone knows is a crock. They can get a supervisor, who will basically do the same thing. I work (actually, in a week 'work-ed') in 'LNP Escalations', which is the most frustrating (for us) and insulting (to customers) role there is. I've NEVER worked a job in which the individual links are basically isolated and unable to communicate with each other. We simple CANNOT find out a true status. Simply 'Still out to the carrier'. When I got to Vonage I was told how flawed the process is - and it remains unfortunately so. I wish you all well in your transfers, I really do. You don't know how glad I am not to have to purpertrate (sp?) this fraud any further.

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

I posted earlier about my 5-month ordeal getting Vonage and Bell South to get my number transferred to Vonage. After reading more posts and thinking about the situation, I’ve come to believe that the problem may be primarily with Bell South and “sour grapes” on their part. Can you imagine how many customers are leaving them daily to go with Vonage, Skype, AT&T, and cellphones? I’m in the process of drafting a letter to Vonage corporate and legal, BellSouth corporate and legal, FCC, state attorneys general, and Congressional representatives of my state, and representatives of the telecommunications committees in Congress. There have been reports that AT&T is looking at buying BellSouth which might require Congressional and/or FCC approval. That will be there perfect time for us to let our feelings be known. Also will send details of my experience to the major media. As a lifelong journalist, I know the power a news report can have. I really believe there’s enough material just in this forum alone to justify a class action lawsuit. I’m not an attorney but hundreds, if not thousands, appear to be victims of this problem. Thanks for listening.
Ron in Memphis

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

After reading what other have had to say regarding their number transfer, I am trying to determine how I should proceed? It's been nearly 3 months and I am also still waiting for my number to transfer. I've spoken to Vonage at least 6 times once I figured out how to reach them since their e-mail contact does not work and most of the times you try calling, you are on hold until the line finally goes dead. All that aside, I see that others are considering contacting local or federal officials to gain help. I am thoroughly disappointed with how Vonage has gone about this process but I'm not sure how long I should continue waiting. Is it possible to get a number transfer without delay if Bell South had previously owned your line. I actually have MCI but I did learn that Bell South actually owns it.

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

Oh my, I'm in the same boat (less the BellSouth)

see:
vonage-forum.com/ftopic12633.html" target="_blank">http://www.vonage-forum.com/ftopic12633.html

Attorney General was a great idea and I've just filed with the FCC. [ADMIN EDIT: PER THE FORUM RULES CALLS TO ACTION ARE NOT ALLOWED]