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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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telveer
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PostPosted: Sun Jul 16, 2006 10:41 am    Post subject: Vonage to Sunrocket transfer Reply with quote Back to top

I transferred from Vonage to Sunrocket a month ago. My number transfer was completed successfully from Vonage to Sunrocket too. Now, everyone in the world (except Vonage users) can call me on the ported number without any problems. However, when Vonage users try to call me, they get a "This phone is not in service" message. I did not believe this at first but when I tried to call my Sunrocket number from a friend who had Vonage, I too heard the message (two weeks after the porting was completed). This is a very bad, misleading and sleazy practice by Vonage. Just because the number was ported out of their system, they should not play such dirty tricks on ex-customers. Who knows, If I was not satisfied with Sunrocket, I might have switched back to Vonage. But now, because of this event, I will never go back to Vonage.
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rgnok
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PostPosted: Sun Jul 16, 2006 3:20 pm    Post subject: Reply with quote Back to top

This sort of issue has been discussed at least several times on this board.

It really is not a sleazy, bad, or misleading practice on Vonage's part. If it is anything, it is just sloppy.

There is nothing sinister going on here -- essentially, phone providers use a sort of "routing table" to send calls to the right place. Very similar to computer DNS, if you are familiar with that.

What happens is -- if a provider has the information it needs to route your call already in its system, it routes the call. Done, nothing to it. If it doesn't, then it looks to a central database for the information it needs to route the call, finds it there (where all the phone providers "share" their routing information), and routes the call.

What happens (and it is not unique to Vonage, it happens with other providers as well), is, once they ported your number, they did not clear the entry out of their system. So when any Vonage (in this case) customer dials your number, the Vonage system finds the entry internally, sees the number is out of service, and returns the out of service message. It never looks to the outside.

On the other hand, when any non-Vonage customer dials that same number, their phone provider gets the current routing information from the "shared" source and routes the call correctly.

What needs to happen is Vonage needs to clear the entry out of their system so that when a Vonage customer dials that number, it will be looked up from the "shared" information and routed correctly. A call to customer service can get this fixed.

I've made this concept very basic to make it easy to visualize, but it should accurately explain the situation.

I agree that it shouldn't happen and it might be a sign of some sloppy finish work on Vonage's part, but it really is this simple and it is not sleazy or misleading!

Sorry Vonage didn't work out for you.
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telveer
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PostPosted: Sun Jul 16, 2006 5:20 pm    Post subject: Reply with quote Back to top

I understand how their routing works. I do not like the way they delay updating their "routing tables", as you put it, for such a long time.

A delay of a few of days is sloppy. When this is a known issue that Vonage prpobably received many complaints about (including a few from myself and my friends) and they still take 2 weeks or more,to update (they have still not updated my number - and it is more than two weeks), that is more than plain sloppyness.

Is Vonage equally sloppy when new customers join?
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stadepal
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PostPosted: Wed Jul 26, 2006 7:43 pm    Post subject: Reply with quote Back to top

Exactly the same thing happened to me. I found a 888- number on one of the forums on this website here and I called that number to report this problem. To my surprise and astonishment, the phone was answered by a live CSR on 2 rings and they opened a problem ticket to me. The CSR acknowledged that he is used to receiving this type of phone calls and knew exactly what to do. I should have this problem taken care of in about a day or two. I agree that Vonage is not intentionally trying to create problems to its ex-customers, but it is a bug in their system and no one seems to be acknowledging that it needs to be taken care of automatically without any manual intervention by the outgoing customers.
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jjluv
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PostPosted: Fri Aug 11, 2006 1:41 am    Post subject: Trouble transfering to Sunrocket Reply with quote Back to top

I have been a Vonage customer for over a year. I had transfered my number to Vonage from verizon back in early 2005 without any issues. [B]Then I decided to transfer to Sunrocket this year on April 1, 2006.[/B] I submitted my number transfer online and manually with a form back in April. Today is August 11, 2006 and my number still has not transfered....thats almost 5 months since I submited the transfer request...... Well for the last 2 months my phone has been acting wierd. Anyone who calls me on my number from a sunrocket phone........that call will come to my sunrocket phone. Then anyone who calls me from any other phone (non-sunrocket phone) such as verizon or any other company......that call goes to my Vonage phone. Though all of them are dialing the same home phone number. I am fed up with this now. Its been almost 5 months and still they haven't done anything about the number transfer. I call sunrocket everyday and they keep saying that they have no clue whats going on. Both Vonage and sunrocket are saying that their is a 3rd party company that they deal with called Broadwwing/Focal which has a part in my number and they are holding the number which doesn't make sense.........but that doesn't explain why some calls goto sunrocket and some to vonage........To top it off I've been paying for 2 phone lines both Vonage and sunrocket for the last 5 months which is totally unfair......Can anyone help me out with this matter.....maybe one of you has had similar problems.....
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bebeblue
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PostPosted: Fri Aug 11, 2006 3:23 pm    Post subject: Vonage # transfer to Sunrocket frustration Reply with quote Back to top

I signed up with Sunrocket on June 19th and requested to transfer my number from Vonage. About a month later, July 17th, I received an e-mail from Sunrocket that the transfer was rejected. They said that the customer name did not match. So I requested that they resubmit it. So far it has not been rejected but I don't have much hope that anyone knows what they are doing or that it will be completed within the 30 days that I have been told was the wait time. I have been calling Sunrocket and Vonage and no one seems to be competent. I get a different story every time. Some say 30 business days, other say 30 days. Among other discrepancies. Someone at Sunrocket said that the transfer would
be complete on 8/13 but since I didn't get an e-mail saying that, I decided to call and find out. Another person said I should get an e-mail today, 8/11. That didn't happen either. The people at Vonage said that it is not in their hands, but that I need to contact a company called Focal, that they own the phone numbers. If that is the case, why wouldn't it be standard for the phone companies to just go through Focal?? No one at Sunrocket that I talked to has ever heard of Focal. I have asked several people there. No one wants to take responsibility and this is very frustrating because I don't even know what to do when everyone says it is not in their hands and "you just have to wait for the e-mail!!" Now one guy today from Sunrocket said that they couldn't give me a time estimate from the date of resubmission. I asked when it was resubmitted and he refused to tell me!!! So I hung up on him and called back. The next guy said it was 7/17 and that 30 business days was 8/25 and that I should hear by then. I really don't expect much from anyone at this point but I will just have wait, I guess. Also, I don't want to pay Vonage anymore. If this is their fault, they suck!!! Embarassed Cry
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jjluv
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PostPosted: Fri Aug 11, 2006 4:31 pm    Post subject: Reply with quote Back to top

bebeblue,
I had posted a message right before you..... I have been having the same issues but I signed up on April 1st and I submitted the number transfer at the same time. Its been 5 months now. I had the same issue with the customer name mismatch.....I checked with both Vonage and Sunrocket...and both had said my information is all correct.......so then .I dont know whats going on.....if you find out anything please do post it up and I will do the same.....thanks,....
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bebeblue
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PostPosted: Fri Aug 11, 2006 5:35 pm    Post subject: Vonage to Sunrocket transfer taking too long Reply with quote Back to top

Hi, Jiluv.

Yes, yours is the reason I posted. I will certainly update when I find out anything that could be useful information. I was searching on the web and found this site where someone else was having similar troubles. You may want to look at it. The website is http://www.ripoffreport.com/reports/ripoff201308.htm This guy did get resolution after 4 months and after filing complaints to different agencies. What a pain!!
He says that a detailed log is posted on the internet for all to see but I did not look for it.
Thanks for your post and I look forward to hearing that they have fixed the problem for you.
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xcrunxc
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Joined: Aug 04, 2006
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PostPosted: Sat Aug 12, 2006 4:58 pm    Post subject: Reply with quote Back to top

There is a major problem going from Vonage to Sunrocket and bringing your number with you. The reason that this is a problem is because neither company is technically a phone company, I believe they are classified by the FCC as data transfer companies and therefore cannot own telephone numbers. Each company partners with CLEC's or Competitive Local Exchange Carriers, to lease their numbers for use on their service and to help them transfer numbers. So when you transfer a number to Vonage, it is actually owned by one of the 7 CLEC's that Vonage has partnered with. Now it is the same situation with Sunrocket, they partner with CLEC's to lease number and such. So, when bringing a number over it is technically out of both companies hands. You have two CLEC's who are independent of Sunrocket/Vonage doing the transfer process. Now, Vonage/Sunrocket can call their partner CLEC and request info/transfer escalation, but they cannot actually do anything besides pester the CLEC to do the transfer to make it go faster. This is why Voip to Voip number porting is such a pain, and why porting a number into a Voip service can be such the hell that it is.
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telveer
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PostPosted: Sat Aug 12, 2006 11:25 pm    Post subject: Reply with quote Back to top

In an earlier post, the author had described how CLECs may pose problems. That may be true. However, in my case, the CLECs had ported the number within 10 days. I was receiving calls from the rest of the world to my new Sunrocket phone on my old Vonage number without any issues. Only Vonage users could not call me. This went on for quite some time while I made numerous calls and sent several emails to Vobage. One fine day, after more than a month, Vonage users were able to call me on my Sunrocket account. I am not sure if it was because of my constant pestering that the issue was fixed, or perhaps Vonage does take that long to fix issues like these. My experience is not as harrowing as some of the other posters describe. However, I would not attribute my issues to any CLEC. It just took Vonage "a while" to update their system to have calls to my number get routed outside their system.

ps: My Sunroket service has been pretty good so far. I do miss Vonage's Network Outage Number Forwarding feature, but I do not have frequent power cuts or outages, so it is not a big issue. Sunrocket's free second phone number and $3 credit for international calls every month are very useful (free) features. It makes an already good deal even better.
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