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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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genericadm
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Joined: Jun 06, 2006
Posts: 19

PostPosted: Mon Jun 12, 2006 7:30 pm    Post subject: Vonage Line Transfer Issue - Message from "Kelly"? Reply with quote Back to top

I signed up for Vonage on June 5 and requested a port/transfer of my existing Verizon phone number.

Over the weekend, I got a voicemail from "Kelly at Vonage" (called ID #800-961-0530) saying there's an issue with transfering my number. The message continued to say that I should refer to the e-mail that's been sent for further information, and that I should contact my local carrier to clear up the problem to get the number transfered, then respond to the e-mail for Vonage to proceed.

Well, I didn't have any e-mails from Vonage then or now. So, I logged into Vonage to check the status of the transfer and it still shows the last action item as "Transfer Sent to Carrier." I figured that was odd, so I decided to call Customer Care to find out what's up. I want the number transfered ASAP and figured I could find out what I needed to do by calling them.

I got on the phone with a Cust. Care rep pretty quickly. Unfortunately, Ahkmed didn't have a clue. I told him what I just typed above and he proceeded to respond in broken English that the transfer would take 20 days and it hasn't been 20 days.

NO KIDDING! I'm fine waiting 20 days, but I have a message that says there's a problem but don't have the e-mail explaining it further.

My questions to those in this forum are:

1. Has anyone else ever gotten this type of voicemail?
2. If you did get the voicemail, what was the problem you had to fix?
3. Any ideas on how to get to the bottom of this problem with Vonage?


Last edited by genericadm on Tue Jun 13, 2006 1:56 pm; edited 1 time in total
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member10841
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Joined: May 03, 2005
Posts: 15
Location: West Coast

PostPosted: Mon Jun 12, 2006 9:59 pm    Post subject: Re: Vonage Line Transfer Issue - Message from "Kelly&qu Reply with quote Back to top

genericadm wrote:
Over the weekend, I got a voicemail from "Kelly at Vonage" saying there's an issue with transfering my number.


Hi genericadm,

Although I cannot recall if I received an email such as you have received, I originally had a problem getting a number from a wireless carrier transferred to Vonage last year. Since the transfer status shows that they have sent the request to the carrier, you might want to check with Verizon to see if they have any special "requirements" with transferring a number from their service. It is a hassle but it seems that would be the prudent next step. Hope this helps your situation.

-member10841
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genericadm
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Joined: Jun 06, 2006
Posts: 19

PostPosted: Mon Jun 12, 2006 11:43 pm    Post subject: Re: Vonage Line Transfer Issue - Message from "Kelly&am Reply with quote Back to top

member10841 wrote:


Hi genericadm,

Although I cannot recall if I received an email such as you have received, I originally had a problem getting a number from a wireless carrier transferred to Vonage last year. Since the transfer status shows that they have sent the request to the carrier, you might want to check with Verizon to see if they have any special "requirements" with transferring a number from their service. It is a hassle but it seems that would be the prudent next step. Hope this helps your situation.

-member10841


This isn't a port from a wireless carrier, it's from Verizon local (land) service. However, I think your recommendation has merit. I'm going to call Verizon tomorrow to see if there's a LNP lock or anything I need to do with them to smooth the change.

Thanks.
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genericadm
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Joined: Jun 06, 2006
Posts: 19

PostPosted: Tue Jun 13, 2006 1:51 pm    Post subject: Phone Port "Issue" Figured Out - Where to Get Real Reply with quote Back to top

In the interest of helping others I figured I'd post this follow-up.

As mentioned previously, a call to Customer Care (800-975-0420) was futile. The rep had no idea what I was talking about and the language barrier made it that much more frustrating.

Last night, I searched through these forums to try and uncover additional info. I was happy to find a phone number posted to directly reach the Vonage department that handles phone ports / number transfers. That # is 866-496-6359.

Today, I called the Vonage number transfer department. I followed the automated attendent to the "Verify transfer status" option. I was told by the automated attendent that there was an "issue" with my transfer and that I would need to refer to the e-mail Vonage sent and follow the instructions to process the transfer.

At this point, I was still without information as to what the problem was since I never received the e-mail (which I assume may have landed in my BULK/SPAM folder and got trashed). BUT, I had the option to speak to someone in the department instead of going the e-mail route, so I pressed the appropriate key on the phone and a live Vonage person who spoke clear English was on the line.

The Vonage person pulled up my account and said the problem was DSL was still active on the line I'm transferring. I told her that yes, at one time I had DSL on the line, but that it was disconnected as of the end of last month. She said the computer system still showed it as active and the phone number couldn't be ported with DSL active. She said I needed to get a confirmation number from my local carrier (Verizon) regarding the DSL deactivation and supply it to Vonage to further process the number transfer.

I called Verizon, got the confirmation number. It was pretty easy. What a surprise!

I called Vonage back, spoke with another rep. in the phone transfer dept., and she logged the confirmation number and put the number transfer process back into action.

The good news from her is it looks like "everything is good." The good news for me is the number will get ported (at least that's how it's looking now). The bad news is the rep says it will probably be by June 29, which is 24 days after I first signed up with Vonage.

I have to say, getting my number ported is great, but having to wait almost a month is miserable. I returned the LOA the same days as I signed up but it's already taken 9 more days to fix an "issue" and it resets the waiting period to another 20 days. This eats into the "savings" I expected when I signed up for Vonage.

I realize this may not be entirely, or even a majority of Vonage's fault. Certainly, Verizon may be the primary reason for a long delay, perhaps even on purpose. What gets me about this is the wireless carriers have LNP / number portability figured out and can do it within minutes. Why can't non-wireless numbers be the same way? Sheesh!
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clave665
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Joined: Nov 28, 2005
Posts: 70

PostPosted: Tue Jun 13, 2006 4:36 pm    Post subject: Re: Phone Port "Issue" Figured Out - Where to Get Reply with quote Back to top

genericadm wrote:
The good news from her is it looks like "everything is good." The good news for me is the number will get ported (at least that's how it's looking now). The bad news is the rep says it will probably be by June 29, which is 24 days after I first signed up with Vonage.


FYI, make sure you get a FOC (Firm Order of Completion) date - (maybe that was the 6/29 date...). That date represents your transfer moving forward with an actual date set between Vonage and your old carrier.
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genericadm
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Joined: Jun 06, 2006
Posts: 19

PostPosted: Wed Jun 14, 2006 11:26 am    Post subject: Reply with quote Back to top

More follow-up:

Last night (06/13) I had another automated "Kelly" call from Vonage. It was the same message as the first time, indicating there was an "issue" with the number transfer and that I needed to refer to the e-mail for more info and to follow-up. I went to my e-mail and there was no message from Vonage. I even scrutinized my BULK/SPAM folder and found nothing.

This morning (06/14) I called Vonage back at the caller ID # the "Kelly" message came from (800.961.0530). I got a Vonage automated attendent that asked for the number I was transferring. After entering that info, I got the info about when the LOA was processed and, new this time, I got a date for when the # transfer is scheduled (06/30).

Still, I wanted to be sure everything is good, so I chose the next option to speak with a rep and was soon on the phone with someone who pulled up my account and said everything looked good, and that I do have a Firm Order of Completion (FOC) date of 06/30.

The rep couldn't tell me why I'd gotten the "Kelly" message last night. We figured maybe the call was scheduled before I resolved the "issue" yesterday. Weird.

Anyhow, it looks like my number transfer is on the right track and should go through without further delay.

I remain disappointed that the number transfer is going through nearly 1 MONTH after I signed up for Vonage. The whole reason for signing up was to port my # and kill my Verizon local service so I could save money. In the long run, I will save money over keeping my local carrier, but with a month delay, I've just spent money I should have saved ($14.99 for 1 month of Vonage and $40 another month of my local carrier).

My advice: Some people have pretty good success getting their numbers ported without incident, but I think you should expect a 1 month delay from sign-up.
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