Number Transfer Nightmare - Need Advice

Posts: 16 · Vonage Forum Associate Joined: May 05, 2004 Posts: 16

Well, my line wasn't ringing to my Vonage line if called from a land line. It only worked from cell phones. I sent emails to both regular customer care and LNP and now it is fixed. Took them about a week. I am still waiting to hear back from them about the credit they promised.

Posts: 183 · Vonage Forum Master Joined: May 05, 2004 Posts: 183

Thanks for the update. Porting issues seem to be due to problems on the POTS side, including resetting routing tables. SBC here in Michigan had mine all squared away in one day, but others have had more problems with other providers.

I'm betting you'll be ok with Vonage's credit, too. Keep at it.

Posts: 16 · Vonage Forum Associate Joined: May 05, 2004 Posts: 16

Well, I still haven't heard anything about my credit. I sent another email today and included the email I recieved about the credit. I'll wait a few days and try calling them.

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Dear ,

As stated over the phone, we are currently investigating your issue and will get back to you as quickly as possible with a resolution. If anything changes, or if you have any additional questions in the meantime, please feel free to contact us. Otherwise we will respond as soon as we can with your resolution.

After reviewing your account, I see that your paperwork was received on February 03, 2004. It usually takes a minimum of 20 business days from this date for your number to be transferred, but sometimes can go over schedule. Please reply to this email after the transfer is complete and we will be able to give you credit for everyday after the 20th business day it has taken to port your number. This does not include any credit already given for transfer delays.

Please let us know if we may be of any further assistance.

Sincerely,

Vonage
LNP Department

Posts: 16 · Vonage Forum Associate Joined: May 05, 2004 Posts: 16

Final udpate:
I've received my refund and I am finally squared away with Vonage. I am, and have been from the start, happy with the quality of service on a technical standpoint of Vonage. Had the transfer process been smoother I would have been a great evangelist for Vonage. I hope they can work to fix this problem of their's. I hope they recognize it as a problem and something that needs to be fixed. Thank you for all your suggestions.

Jesse

Posts: 16 · Vonage Forum Associate Joined: May 05, 2004 Posts: 16

You may be right that Vonage shouldn't advertise that numbers can be ported. But I would not have signed up if I couldn't have transferred my number. I left packet8 only for this reason. Number portability is important. You would not believe the hassle I had to go through every time I tried to order pizza from pizzahut. Their puny brains nearly exploded when I tried to explain to them how I can live in Key West and have a non Key West number and not be on a cell phone. They punched in my Vonage temp number in to the computer and it didn't come up as a local number. Therefore they couldn't deliver pizza to me. I know it's not Vonage's fault and no, this is really not a necessity. In fact it would be foolish to choose Pizza Hut's mediocre pizza over Vonage's great savings. But, phone numbers are used by many companies to identify the area that you live in. I got so tired of explaining to people that no, it's not a cell phone and no, it doesn't go through Bellsouth but I swear I live in town! These people would just get this dumbfounded look on their face and then I would just give up.
You are right, it's really not that big of a deal. But when dealing with people in general, it becomes a very big annoyance. An annoyance that can keep or lose a customer. Vonage provides a service. And with all services, little things can make a big difference.

Posts: 183 · Vonage Forum Master Joined: May 05, 2004 Posts: 183

Tell them "it's like a wired cell phone." That should quiet 'em down.

Posts: 65 · Posted: Wed Jun 02, 2004 10:24 pm Post subject:

Where can you go on Vonage's website to check the status of your LNP? I submitted a request about a week and a half ago and heard from them that the request was being processed, but that was it.

I know...give it time...

Posts: 38 · Posted: Mon Jun 14, 2004 4:59 pm Post subject: FINALLY!!!

March 10, 2004 Awaiting Letter of Authorization
March 14, 2004 Letter of Authorization (LOA) Received
March 18, 2004 Transfer Sent to Carrier
June 11, 2004 Carrier Approved Transfer
June 14, 2004 Completed LNP Transfer

Posts: 3 · Posted: Mon Jun 21, 2004 9:55 pm Post subject:

I just signed up with Vonage today and chose to port my number from AT&T Local Service. I certainly hope it goes smoothly. If not, I guess I can just get a new number from Vonage. Am I able to easily do that even if I signed up to port my number originally?