Number Transfer Nightmare - Need Advice

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

OK, It has now been over 3 months since Vonage recieved my LOA and sent it to my carrier. After waiting about a month an a half I called and they said that their LNP carrier marked it as complete even though it was not. They guy said that he'd fix the problem and credit my account all of the time past the first 20 business days. I've been requesting updates through email every week but basically get the same "we've sent it to your carrier but haven't recieved an update yet." Now I dont' know if they've messed it up again or that it really is sitting on some tech's desk at Bellsouth. For those that have had problems getting their number transferred, can you give any advice on how to speed up the process. Or at least get it moving at all? I am attaching the responses I have recieved from Vonage to the bottom of this post. These emails are the ones that I've kept, there have been many phone calls and many unanswered voicemails to the LNP group answering machine. It's getting pretty aggravating recieving the same canned repsonses over and over again without any progress.

Any help would be greatly appreciated.

Jesse

April 1st-----------------------------------
(they must be really confused, because they actually gave me a purchase order number then later said nothing was done at all...so did they just make this number up?)

Dear customer,

I am contacting you in regards to your number transfer. At the time
the request to transfer your number was executed with your local
carrier the billing cycle with them should have terminated.
Unfortunately there are times when the order is not fulfilled and the
billing cycle is not terminated. In this circumstance I can retrieve
what is called a PON number (purchase order number). With this number
you can provide it to your previous local carrier's business office. At
that time not only will your billing cease you should also request a
credit for the time you were charged. Please be advised that your
billing should have stopped on {Date} at midnight. The PON for your
transfer is XXX. Please let me know if I can be of further
assistance.

Sincerely,
Vonage LNP Department
numbertransfer@vonage.com

April 5th---------------------------------------------

Dear Jesse Shearin,

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

April 14th---------------------------------------------

Dear Jesse Shearin,

I apologize for any delay in responding to you!

I have just checked our records and your paperwork has been submitted
to the right carrier. We are currently waiting on your transfer date to
be issued. As soon as we receive an update we will contact you
immediately. Thank you for your patience and understanding.

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

Sincerely,

Vonage
LNP Department

April 20th------------------------------------------

Dear Jesse Shearin,

I am contacting you to inform you of your number transfer. I have
checked our spreadsheet and see no mistakes or errors, but I also did
not see a transfer date set yet so I have requested a status from
Vonage's carrier that is handling your request. As soon as we obtain a
finalized transfer date we will contact you immediately. Thank you for
your patience in this matter.

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

Sincerely,

Vonage
LNP Department

April 26th----------------------------------------------------

Dear Jesse Shearin,

As of April 26, 2004 we have not been updated by the carrier. I have
requested another status from Vonage's carrier that is handling your
request. As soon as we obtain a finalized transfer date we will
contact you immediately. Thank you for your patience in this matter.

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

Sincerely,

Vonage
LNP Department

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

Jess, who was (is) your POTS provider? Perhaps a list of good and bad players should be assembled. As for your problem, I don't blame you. Perhaps a call to your state regulators would help get things moving.

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

My POTS provider is Bellsouth. I am in South Florida. I have called Bellsouth and at first they just don't know what I'm talking about, but after a little explanation they at least told me that there are no pending orders on my line. That was last month. I guess I could try that again. I've asked Vonage for a specific phone number or department or anything at Bellsouth that I could call but they don't really know. I guess this is because another carrier actually handles the transfer. If I could only get a valid phone number for the department at Bellsouth that handles number transfers I'd get both parties on three way and find out who's really dropping the ball. But I don't think that'll happen. I'll just keep sending my weekly emails and then recieve the same "we're checking on it" emails back...

Posts: 14 · Posted: Wed May 05, 2004 8:22 am Post subject:

Hi Jesseeu,
Vonage uses a 3rd party for Line transfer, I know on the east cost its FOCAL, you could try calling them (888-362-2522) or try calling Michael Redersched (212 812-8261) If its not Focal, Vonaage should be able to tell who is handling the transfer of your number. Here is my time line
Updated Date: Number Transfer Progress History:
March 29, 2004 Awaiting Letter of Authorization
April 1, 2004 Letter of Authorization (LOA) Received
April 3, 2004 Transfer Sent to Carrier
April 20, 2004 Carrier Approved Transfer
April 21, 2004 Completed LNP Transfer

Posts: 14 · Posted: Wed May 05, 2004 8:38 am Post subject:

Jesseeu,
If it is Focal try them at :http://www.focal.com/contact/

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

dickc wrote:

Hi Jesseeu,
Vonage uses a 3rd party for Line transfer, I know on the east cost its FOCAL, you could try calling them (888-362-2522) or try calling Michael Redersched (212 812-8261) If its not Focal, Vonaage should be able to tell who is handling the transfer of your number. Here is my time line
Updated Date: Number Transfer Progress History:
March 29, 2004 Awaiting Letter of Authorization
April 1, 2004 Letter of Authorization (LOA) Received
April 3, 2004 Transfer Sent to Carrier
April 20, 2004 Carrier Approved Transfer
April 21, 2004 Completed LNP Transfer

Hmm, my last email from them was April 19, saying that they received my LOA. Did you really get another email from them two days later saying that it had been sent to the carrier? I never did get that one. Does your timeline show all the steps you received emails for?

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

Well, I gave Vonage a call again this morning and explained my situation. The guy said he'd open a ticket with the 3rd party LNP people and have them call me and that I'd recieve an email with the ticket number. I think I'll wait a day to see if they call me back. If not, I will try calling some of the numbers you guys posted. Thanks for the suggestions, I will keep my progress posted.

BTW, here's my timeline from my Vonage dashboard:

Updated Date: Number Transfer Progress History:
January 31, 2004 Awaiting Letter of Authorization
February 3, 2004 Letter of Authorization (LOA) Received
February 3, 2004 Transfer Sent to Carrier

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

I answered my own question re. transfer, this from my dashboard:

Quote:

Updated Date: Number Transfer Progress History:
April 15, 2004 Awaiting Letter of Authorization
April 19, 2004 Letter of Authorization (LOA) Received
April 30, 2004 Transfer Sent to Carrier

So now we'll see. I have SBC POTS...

Posts: 16 · Vonage Forum Associate Joined: Apr 16, 2004 Posts: 16

I have been transfered.
Updated Date: Number Transfer Progress History:
April 10, 2004 Awaiting Letter of Authorization
April 14, 2004 Letter of Authorization (LOA) Received
April 19, 2004 Transfer Sent to Carrier
May 4, 2004 Carrier Approved Transfer
May 5, 2004 Completed LNP Transfer

It is said that it can take so long for some peoples number to get switched.

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

boxxed, what POTS carrier did you move from?