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agreed drab
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tplink Posted:
Im trying to add
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DWSupport Posted:
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peterlee Posted:
Had a call from a
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in
Scarborough, Onta
rio
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TELLDOUG Posted:
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HildBeft Posted:
You can recollect
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massrman Posted:
The devices are
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margins , please
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massrman Posted:
Hi these are most
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their
configuration
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Post new topic   This topic is locked: you cannot edit posts or make replies.  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
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kieranm
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Joined: Jul 12, 2006
Posts: 5

PostPosted: Wed Jul 12, 2006 1:34 pm    Post subject: Where is conage based? Need to report to BBB Reply with quote Back to top

I am looking for the city in which Vonage is based to file a report with the BBB.

I am pretty happy with my $199 a year sunrocket.com service Anyhow my dad canceled his Vonage line but didnt know he would lose the number. Anyhow I was told that it could be recoevred if the line was reactived within 30 days before the number went back into the general pool. Anyhow so I called back again and got a different person, this person said that the only way I could get the number back is if I activated a new line of service (new adapter etc) However My dad still had the old Vonage adapter. Why couldn the old one be used? Sems like a lame excuse to show higher subscription numbers... Anyhow so I ordered a new line of service and I worked with technical support on geting the number transferred and it never was.

I emailed support over the course of several months and I got back ticket IDs for the support email I sent in, I did manage to get a FEW replies from the support department, I still have them in my gmail account. Anyhow they said "yes we are aware of the problem and are working on it" That was the last I ever heard.

So enough is enough I went ahead and canceled. I was offered a new months free my matthew in the Acct Management Department, and I said why? I am already happy with my service and it should not take someone canceling the line of service to get proper support. After much deliberation he finally said that I would get a full rebate if I sent my device in (which I did)

So a coule of weeks go by and no response. So I called the other day looking for the same rep that I spoke to before. I will keep calling conage until I get ahold of him to find out why he told me that I would be getting a full refund. (lying to me) The rep told me (jammell) that mathew had made notes about he free months of service offer refusal but no mention of a full rebate was offered. Now I think that they just told me that so they could get their adapter back.

So I flat out asked the rep... "so because I was forced to order an adapter I didnt need, and I never used the service (not even 1 call), AND the complete failure of tech support to help me (which caused me to go over their 30 day return policy) for all these reasons which are caused by Vonage, it is still my fault that it went over 30 days?" He said yes. So I figured that there was nothing more I could do so I hung up.

For that reason I am filing a report with the BBB in the area and a report with my credit card company. It does not seem right that they should get any money for providing NO service.

KM
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pdhenry
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Joined: Mar 17, 2006
Posts: 241

PostPosted: Wed Jul 12, 2006 1:39 pm    Post subject: Reply with quote Back to top

I don't know of any carrierwho will port your number after you have cancelled. This seems to be the crux of your issue with Vonage. Everything after the port screwup could have been avoided.
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arcking
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Joined: Apr 29, 2005
Posts: 497

PostPosted: Wed Jul 12, 2006 1:41 pm    Post subject: Reply with quote Back to top

Quote:
I am looking for the city in which Vonage is based to file a report with the BBB.
If are so intent on reporting them why don't you look for the information?
http://www.vonage.com/corporate/about_fastfact.php
http://www.google.com/search?hl=en&lr=&safe=active&q=vonage+location&btnG=Search

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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Wed Jul 12, 2006 1:43 pm    Post subject: Reply with quote Back to top

I'm with pdhenry on this one -- never heard of a carrier who can/will port your number after cancelling the account. SuckRocket should have advised you of proper porting procedures. Plenty of people do port their numbers succesfully from Voip provider to Voip provider.

You can try to report this to the BBB, but the rules are rather clear on cancellations of Vonage, and porting numbers. May this be a lesson -- READ contracts and rules before signing any contract.

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Total calls since Jul 24, 2005: 4,794 calls
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pdhenry
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Joined: Mar 17, 2006
Posts: 241

PostPosted: Wed Jul 12, 2006 1:44 pm    Post subject: Reply with quote Back to top

For what it's worth

Vonage America
23 Main Street
Holmdel, NJ 07733

732.528.2600
732.834.0189 (fax)

http://www.vonage.com/corporate/contact_directions.php
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Wed Jul 12, 2006 1:47 pm    Post subject: Reply with quote Back to top

pdhenry, you're a nice guy for doing that. To the original poster, try doing a little research before you bug other people. Finding www.vonage.com isn't that hard.

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taylor2767
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Joined: May 05, 2005
Posts: 400

PostPosted: Wed Jul 12, 2006 2:03 pm    Post subject: Reply with quote Back to top

Man would you guys cut the poor guy some slack. I thought this was a forum for help but obviously it's " help with a catch to it".
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pdhenry
Vonage Forum Master
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Joined: Mar 17, 2006
Posts: 241

PostPosted: Wed Jul 12, 2006 2:19 pm    Post subject: Reply with quote Back to top

Hey, I took pity after a heartbeat...
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kieranm
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Joined: Jul 12, 2006
Posts: 5

PostPosted: Wed Jul 12, 2006 4:11 pm    Post subject: Reply with quote Back to top

guys - I didnt ask for your opinions. It was not about wether or not it COULD be transferred. It was about being LIED to by customer support & going over the 30 day MBG due to tech supports slow response.

Navyday - Address is not listed at
http://www.vonage.com/help_contactUs.php?lid=footer_contact

I did not htinkg to did deeper as I was on the phone with FIOS trying to get my address removed from my whois on the IP addresses.

thanks

KM
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EzCo
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Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Wed Jul 12, 2006 4:17 pm    Post subject: Reply with quote Back to top

Part of the BBB's report on Vonage, just for kicks:

BBB Membership

This company has been a member of this Better Business Bureau since July 2003. This means it supports the Bureau's services to the public and meets our membership standards.

Program Participation

This company participates in BBBOnLine. This company has agreed to use special complaint handling procedures including mediation and arbitration if necessary to resolve disputes.

Customer Experience

When evaluating complaint information, please consider the company's size and volume of business. The number of complaints filed against the company may not be as important as the type of complaints and how the company handled them.

Closed Complaints
Number of complaints processed by the BBB in last 36 Months: 1783
Number of complaints processed by the BBB in last 12 months: 1424

Complaints Concerned
Advertising Issues: 51
Outcome of all complaints -
Resolved: 51

Sales Issues: 148
Outcome of all complaints -
Resolved: 141; Delayed Resolution: 1; Company made
every reasonable effort to Resolve: 6

Delivery Issues: 61
Outcome of all complaints -
Resolved: 59; Company made every reasonable effort to
Resolve: 2

Repair or Service Issues: 32
Outcome of all complaints -
Resolved: 32

Guarantee or Warranty Issues: 34
Outcome of all complaints -
Resolved: 34

Product Quality Issues: 86
Outcome of all complaints -
Resolved: 85; Company made every reasonable effort to
Resolve: 1

Refund or Exchange Issues: 405
Outcome of all complaints -
Resolved: 404; Company made every reasonable effort to
Resolve: 1

Contract Issues: 47
Outcome of all complaints -
Resolved: 44; Delayed Resolution: 1; Company made every
reasonable effort to Resolve: 2

Customer Service Issues: 526
Outcome of all complaints -
Resolved: 517; Unresolved: 1; Company made every
reasonable effort to Resolve: 8

Credit or Billing Issues: 393
Outcome of all complaints -
Resolved: 387; Delayed Resolution: 1; Company made
every reasonable effort to Resolve: 4; Unpursuable: 1

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1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

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HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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