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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
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3rik7
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Joined: Apr 08, 2006
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PostPosted: Sat Apr 08, 2006 1:29 pm    Post subject: Still waitng for my # transfer... 3 months and counting! Reply with quote Back to top

I signed up with Vonage on Jan 5th 2006. 20+ emails and phone calls to Vonage later my phone number transfer is still not done yet! I'm sad to see I'm not the only one out there with such a long delay. I'm starting to feel like a moron for putting up with this crap. Vonage has done a VERY POOR job of keeping me informed of the status and reasons why MCI keeps rejecting the transfer requests. I've concluded that the reason for the long delay is a combo of MCI wanting to make it as difficult as possible for Vonage to steal biz from them and Vonage's inefficient and ineffective # transfer process. It's a complete joke. Shame on Vonage. Vonage should be doing much more to help me. Instead I just get canned answers from their helpless (and often useless) CS agents. It's in Vonage's best interest to drive my # transfer forward and make me a happy customer, but instead it's just floating in space with nobody at Vonage taking accountability for my 2-3 month # transfer delay. This is the worst customer experience I've ever had with onboarding with a new service. I wonder if Vonage's VP of CS or CEO has any clue that the process can be so painful! Pathetic. Vonage really seems promote the customer friends/family referral. Hah! Why would I ever want my friends/family to have to go through this nightmare?! I'm referring absolutely nobody to Vonage!!! If my # transfer doesn't go through this time around I'm dumping Vonage and MCI altogether...and my existing phone # if it comes down to that. I feel screwed.
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shall
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PostPosted: Thu Apr 13, 2006 5:22 pm    Post subject: porting from Sprint Reply with quote Back to top

I'm having the same problem porting a number from Sprint. I guess the vendor that Vonage is using for the porting doesn't communicate.
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clave665
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PostPosted: Tue Apr 18, 2006 12:49 pm    Post subject: Reply with quote Back to top

Yep, sorry to hear all this - which was one of the biggest reasons for the incredible relief I had when I (just) quit Vonage. I actually was in 'LNP Escalations' - which is another word for 'Sorry, sir/madam, but I still don't see anything re. a transfer date. I can escalate this above me.....'.
Which basically accomplished nothing! I've said this before - NOBODY talks to each other at Vonage. Communication is all electronic - and I've NEVER seen an LNP 'ticket' that has anything close to anyone from Vonage/3rd Party (Focal, etc...) talking to anyone from carriers - or internally!
Thing is, the CS reps really have no access. Trust me, they'd LOVE to give info, the really would. It's just that the system is set up to not have accountability.
And you know what is said? 'Well, 85% of transfers are done within 14 days, so it's really not too much of an issue'. That was a real quote.
As Mr. Edward R. Murrow used to say, 'Goodbye and good luck'.
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BLaD
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Posts: 11

PostPosted: Sat Apr 22, 2006 1:10 am    Post subject: If there's a problem with the previous carrier, then Reply with quote Back to top

Then as the current customer of that carrier, you raise heck with them! During my transfer period, I called ATT to make sure they had a record in my account of my intent to drop them and transfer my existing number to Vonage.

I also repeated several times, and had the CS rep repeat back to me, that I was NOT cancelling my account. I was simply registering my desire for ATT to expedite my number transfer request to Vonage as quickly as possible.

I had to listen to their canned speech about "did you know that ATT blah blah blah," but at the end of the call, it was clear that I had made my wishes known.

Vonage can only jump through the hoops as much as the LNP law allows. YOU are the customer - you need to escalate on the previous carriers customer service chain and GET WHAT YOU WANT!

Despite the success of my LNP transfer, I still must agree with most posters on this forum - every customer service rep I spoke with at Vonage seemed pretty dense, or at minimum, seemed hog-tied and monosyllabic about what they could do to help me.

Haven't tried tech support yet, but everything is working so well, I haven't needed it.
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SarahV
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PostPosted: Tue Apr 25, 2006 2:06 am    Post subject: Number transfer is a scam - they claim conspiracy Reply with quote Back to top

I experienced similar issues. They said that they never received the letter back from my existing carrier, but Comcast said that they sent it 10 days earlier. It was supposedly escalated, but I never heard anything more other than "Wait your 20 business days". The customer service agent told me that it was probably that comcast was dragging their heels to keep from loosing business to Vonage. #1 - against the law #2 I highly doubt that Comcast is that desperate to keep my measly $21 a month for local service. I called a month after I signed up for - which apparently is the "activation date" (even thought its a good week before you can get the equiptment to even use their virtual number) - and it was a Saturday - I wanted to cancel - starting to get a bad feeling - but Account management is closed. So I called on Monday to cancel and it's not with in the 30 day money back guarantee period - so they charge us $150, and never once did we use the phone, nor did they hold up their end of the bargin by transferring the number. I would not have agreed to the service if my number wouldn't have been transferred. I'm trying to dispute the charges, but they claim it's within the contract to charge us. I don't agree, I don't see anything about what they are expected to uphold - I thought it was to provide a service and not just take my money. I tried to ask for a supervisor, but apparently, there is no such thing. I'm going to try to go the route of disputing the charges with my credit card company. What a pain!

Awefully convenient that your first month - FREE - actually starts before you could even use the service and ends well before the agreed to service is provided, but...oops, they already charged your credit card, and of course, no pro-rated bills, only full months. I'd love to hear any suggestions for getting around these helpless cs reps to someone who can reverse charges.
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clave665
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PostPosted: Tue Apr 25, 2006 4:18 pm    Post subject: Path to Follow Reply with quote Back to top

Sarah,
Two things: First, your account should have been noted that you tried to terminate on that Saturday. Vonage will accept that date as being within the 30-Day MBG, even thought Acct Mgmt was closed. (Try getting thru on a Monday, you'd have prolly gotten a CS agent anyway).
Second, demand a supervisor. CS agents have a policy that obligates them to transfer your call to 'acs' (Advanced Customer Service) on that request. That, though, is unless the by now standard email was sent out to CS agents 'Not to transfer calls to acs.'.
Sorry if this doesn't help much - why do you think I quit that s***hole Company?
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SarahV
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PostPosted: Tue Apr 25, 2006 5:20 pm    Post subject: Reply with quote Back to top

c-

Thanks, but I already tried that. They said that it doesn't matter if the 30 days landed on Saturday, they expected me to call before then. They can even see that I talked to the CS group on Saturday, about canceling, but no go.

And the account manager I talked to insisted that no supervisor was available and implied that none existed.

The thing that gets me is that I have to continue to pay for my previous carrier until they get around to getting it transfered.

It was a big red flag when I heard the automated message say that I can expect a wait time of 15-25 minutes! No one else in any industry would tolerate that, it's just bad customer service. And who else have you heard of that won't let the customer service group cancel customers....a whole separate group? My hoop jumping is getting practice....

Here's a very interesting blog http://www.netadventures.biz/vonageproblem.htm
Mentions close to a million different blogs complaining about the Vonage problem.

I read a post that said that someone thought it was just a problem transferring from Bell South... no way... its all a Vonage problem, clearly.
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Benzoo
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Joined: Mar 31, 2006
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PostPosted: Wed Apr 26, 2006 1:51 pm    Post subject: Reply with quote Back to top

You're emailing to the wrong people/person. Get on Vonage's website and email directly to the CEO of the company. It took me about 45-50 days to switch from Comcast to Vonage but I think the middle company which actually owns and assigns your telephone number was the company dragging their feet.

What you want to do is have one of their Executive Response team members handle your situation and they'll get on it.

I've had the service for about 2 months now and I'm extremely pleased since the number was finally ported.

Best of luck but send your correspondence to their CEO ... he needs to hear about these kinds of problems.

Keep the faith ... it works well once you get it complete.
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3rik7
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PostPosted: Mon May 08, 2006 2:52 pm    Post subject: Update from the original poster (3rik7) Reply with quote Back to top

I figured I'd give an update for those that care. I ended up e-mailing Vonage's entire exec management to voice my issue and frustration with the phone # transfer process (transfer from MCI to Vonage). Within a day I got a phone call back from Vonage's exec response team and they assigned an actual person to help me with my # transfer issue and to take accountability of the problem. What a noble idea! I guess 3 months had to go by and I had to e-mail the exec management to finally get things moving. Lame. The guy they assigned to me was great. He was very knowledgeable of the whole # transfer process on both MCI's side and Vonage's side. After working with the exec response team member and some more back and forth with MCI over a couple more weeks it turned out the issue all along was MCI had my name as the "billing contact" and wife's name as the "name on the phone # record". That was the name conflict because my name is on the Vonage account, not my wife's. I had asked MCI on several ocasasions during this whole ordeal to verify that my name was THE ONLY name on the entire MCI account. And MCI assured me on all those ocasions that my name was the only name MCI had on record for the account. That was a load of BS. It wasn't until Vonage and I conference called MCI and explained that something on my MCI account was not allowing the # transfer to go through that the MCI rep finally said, "Oh yeah, your wife's name is listed as the phone # record holder and your name is listed as the billing contact". I then immediately had MCI change the name of record to my name. But, prior to this when I managed my MCI account online only my name appeared anywhere on the account. You would think an MCI customer could see all the names listed on the account. Anyway, MCI finally released the # to Vonage on May 3rd! I'm now totally disconnected from MCI. I thought I'd never see the day. So now that all is said and done it was MCI who is mainly to blame for this whole delay as they never made it clear early on in my phone calls to them regarding my # transfer issue that my wife's name was the name on the phone record. And they knew the whole time I was trying to transfer my # to Vonage. MCI was pretty much just trying to strong arm me into staying with them or at the least milk me out of a few more months of billing. Shame on MCI! Bunch of jokers. However, Vonage should have done a much better job keeping me more informed about the issue earlier on. And after the 2nd/3rd time that MCI rejected the # transfer request Vonage should of had someone step in and do some hand-holding at that point to ensure maximum customer satisifaction. I'm no expert in VoIP/telecommunications provider processes! Now hopefully I can go on to be a happy Vonage customer. Oh yeah, Vonage ended up crediting me one month of charges for my ordeal. I'll take what I can get. Smile. So, lessons learned: (1) Carriers may have multiple names on an account which may trip up a # transfer. (2) MCI $ucks and I will never use them again.
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Benzoo
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PostPosted: Mon May 08, 2006 3:02 pm    Post subject: Re: Update from the original poster (3rik7) Reply with quote Back to top

I'm glad you finally were able to get it straightened out. I think the transfer system is just not perfected as they say within 20 business days but at least you stuck with it and it's resolved. If I were you I'd ask for 60 days credit from MCI or at least don't pay your last invoice from them. You shouldn't have to pay for their incompetence.

Welcome to Vonage ... you'll love it.
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