Vonage to Sunrocket transfer

Posts: 414 · Posted: Sun Aug 13, 2006 8:32 am Post subject:

Ah, I see. It appears that Vonage simply took a long time to remove your number from their internal routing database. Now, when you called in to complain about this to Vonage to you ever speak to anyone above Tier 1 support? No one that you would have gotten on the phone would have access to the database to be able to remove that number for you. However, Tier 2 support agents are in the same building as the Network Engineers that would need to do that and can immediately escalate a request and an engineer will look at it within 24-48 hours and it would take them all of 30 seconds to remove it once they are working on the request.

If you only talked to Tier 1 support, then they would have had to submit a ticket to one of their team leads/supervisors who would have to escalate it to an escalations manager at their location, who then finally would place a request in the network engineer queue, and sometimes this can take a long time. So, there's another useful hint for you, if you ever need a work order/ticket put in, make sure you are speaking to a Tier 2 agent in NJ if you want it immediately escalated to Tier 3(Engineers).

Posts: 1 · New Forum Member Joined: Aug 14, 2006 Posts: 1

I got the same thing, name didn't match. After almost a month of waiting I gave up. got a new number from my local phone company, call Vonage to cancel service, which I had to go around the cancel option as it just says busy call back later. so I went do edit bill info and asked to talk with the mgr who was then able to transfer me to the account dept who can cancel your service. I read in the terms section that they will not port out unless you cancel with them, pay all bills, which I take to mean cancelation fees and then if Vonage feels like it they will port out.

good luck!!

Posts: 3 · New Forum Member Joined: Aug 11, 2006 Posts: 3

Hey Bebe any luck with the transfer???? nothing here yet......I dont know what to do ......paying for 2 phone lines for no reason.....

Posts: 3 · New Forum Member Joined: Aug 11, 2006 Posts: 3

Hi, Jilluv. No luck here either. I did call and speak with someone 2 days ago who said that she was going to escalate this issue to customer service and that I should hear back within 72 hours. She was very sympathetic and said that the amount of time I have been waiting was ridiculous. This is true. At least it gave me a little bit more hope than what others have told me. I have had better communications with those who are native English speakers. When I told her about this, she said that they were working on routing most of the calls to their call center in Missouri, where she was, and using less of the outsource centers. So that was good to know. From what she said, I wasn't the only one who had issues with that. At any rate, I have not heard back yet and I really don't expect that I would anytime soon. I am going to bug them some more on Monday and see if there is anything else I can find out or what. Have you been calling them? I would encourage you to speak with someone if haven't already been doing so. I can only hope that being persistent in bugging them will get somewhere. I just don't know though. What I do if someone does not seem very helpful is call back and get another person. Sometimes you just have to keep trying when different people give you different answers. I have found this to be true in a lot of different businesses. Let me know what you hear back if you call them. Good luck! I will post when I learn more, hopefully soon.