Customer No Service

Posts: 1 · Posted: Wed May 05, 2004 7:38 am Post subject: Customer No Service

I signed up for Vonage on Feb 26, 2004 with the understanding that Vonage would port all three of my residential phone numbers in 20 days. It is May 5 and I still don't have service. The fact that Vonage provides temporary numbers is useless to me. All I'm getting now is "thats the way it is" from customer service and paying 2 phone bills. Vonage quality (VoIP) is great, their customer service stinks. I do not recommend this service if you have to port any numbers or get any satisfaction from customer no service. Now my service is suspended and I risk losing numbers I've had for 20 years. If that happens, my experience with Vonage will be in the Atlanta press and the Better Business Bureau. I'm tired of getting ripped off. If anyone at the Senior Manager or V.P. level sees this, I would love to talk. Send me an email and I'll be glad to call back!

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

Is this a Vonage problem, or a problem with your landline carrier(s) dragging their feet?

Which landline carrier(s) are you switching FROM? I suspect that some of them are worse than others, it may not be Vonage's fault (at least in some cases).

Posts: 188 · Vonage Forum Master Joined: Mar 07, 2004 Posts: 188

Hmmmm, what is the best way to upset new customers to that Vonage company and get them back to our company? I know, let's take our time porting their numbers. Then when they call us, we'll just deny that we have received the porting request. That way they will get all upset, flame on the forums and come back to us. Mad

LOL Vonage will get all the blame, even though it is in their best interest to port quickly to keep customers happy. Even though they are adding 80 new people to their customer support team. That's the best way that I can think of to kill these Voip upstarts Very Happy

Posts: 9 · New Forum Member Joined: Mar 17, 2004 Posts: 9

I had the same problem initially when I attempted to port 5 numbers in office to Vonage. One no.went through and the rest was somehoe "stucked". What I did was write to them (didn't help much) and also re-fax the LOA and phone bills to them.

Make sure you fax back one set of phone bill for EACH LOA. Circle the number too. I did this and 1 week later, poof, line ported. Surprised

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Posts: 3 · New Forum Member Joined: Apr 26, 2004 Posts: 3

This is from the Vonage website:

"Transferring your number will take a minimum of 20 business days upon receipt of complete and correct paperwork. Vonage will keep you informed of the transfer process via email along the way. We'd like the process to go faster, but your existing phone company has to release the number first."

I have never read anything that led me to believe that Vonage would have my number transferred within 20 days. I am still waiting for my number transfer to complete. I will be thrilled if it happens within 20 days, but I won't be surprised if it takes 40 days.