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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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appf
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Joined: Nov 01, 2006
Posts: 6

PostPosted: Wed Nov 01, 2006 5:14 pm    Post subject: Business Customers Beware- slow/faulty # Transfers Reply with quote Back to top

This is not a rant, this actually happened and we are paying for it (figuatively) every day that it is not fixed.

My Company changed over to Vonage on my recommendation. I personally a Vonage customer. i have not had a problem at home since i leanred that Vonage is unable to transfer #'s from Timewarner. everyone else can, just not Vonage.

my company changed to Vonage because of my success as well as my boss. he had me install it at his house to. i even wired it into the home wireing.

for my company, we transfered our 3 main number, and created several additional lines for a total of 12 business lines.

the initial number transfer took well over 30 days to complete. every time there was a delay, they blamed Mpower Communications (now Telepacific). everytime i called telepacific, i was informed that they never recieved the request. translation: Vonage screwed up. i gave them exact information on the LOA, but the LOA form dosnt accept enough information for business customer. after calling into the number transfer group countless time and haveing the information fixed, we finally go the numbers transfered in. we asked for a credit for the inconvience, they gave be part of 1 month and only on the lines of service that were transfered even though we could not use ANY OF IT during the transfer time. Strike 1

in addition, when the adidtional lines were created, we asked for the 1500 min plan and got the unlimited. we were then charged for changing the plan to the one we asked for. we asked for a credit for that and it was denied... strick 2 for CS.

and the proverbial straw that broke the camel's back?
fax service.
we had one actual fax line... and 2 voice lines that we used for faxing. it was the only way we were allowed to keep out fax numbers.

even after calling customer support several times and them making changes to the Vonage boxes directly, 75-80% of faxes sent to us were not going through at all. the error was always poor line condition. this is when there were no other calls in prograss at all. there was virtually no activity on our internet connection.

here is the best part. after only a few months, we just got fed up. we contacted Verizon, setup service and transfered as many number back as we could. we were able to recover our 3 main numbers that we transfered to Vonage in the first place and about 2-3 others. Vonage would not release any othe rlines that we activated so we had to pay activation charges on the new service. the 3 main numbers, the charge was waved.

after i was notified that the transfer was completed, everything worked... except for one thing. NO Vonage CUSTOMERS ARE ABLE TO CALL OUR COMAPNY!!!!

oh, we can get faxes from Vonage customers, but any Vonage customer, myself and my boss included, get told by the Vonage system that our number is no longer in service.

i have called the acct management team 5 times. most of the time they say its because the phone number is still in the database. the first time i called they said it was resolved in 24 hours. still having trouble... called again and they issued another trouble ticket... still not resolved 1 week later. now they are blaming verizon. i just got off the phone with Verizon and they confirmed that if everyone outside of Vonage is able to call us (and they are) then this is a Vonage problem

when we left Vonage we were charged well over $300 for early terminiation. if we had a contract i would understand that. there was no contract. Vonage even says it is a month to month service. by rights, after all of the problems, that should have been waived. we were told that the only way to get it waived was to start some sort of repair order or something of that nature... yeah, did that, check the records.

as of this date, i am still not able to call my office, neither is my boss or anyone else on the Vonage system. Vonage is not lifting a finger as far as i can tell to get this resolved. we are a company... not a comsumer... phone calls = money. no calls = no business.

i would never treat my customer like this. i would do everything i could to resolve the issue immediatly. so would verizon and Mpower/telepacific.

so any business techs that came here first before changing your company over... ITS NOT WORTH THE SAVINGS!!!!
if you insist on going this rout, do not disconnect your old service for at least a month. trust me, you will return to your old provider before you know you left.
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Lonestar68
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PostPosted: Wed Nov 08, 2006 7:25 am    Post subject: Thanks for the insite to your H~ll Reply with quote Back to top

Appf,

We have been looking at signing up and moving over to Voip. But, your experience is what we most fear most. Thank you for the insight to what you've experienced.

Lonestar
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appf
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Joined: Nov 01, 2006
Posts: 6

PostPosted: Wed Nov 08, 2006 11:36 am    Post subject: Call Routing issue Finally resolved 11/8/06 Reply with quote Back to top

after 2-3 weeks or more of Vonage Customers not being able to call us, (keep in mind that i changed back to verizon) the Account Management team sent numours requests to the advanced tech support department to get the phone numbers removed from the database. the advanced tech support department kept replying that they had already completed the request, but the calls were still not coming in. finally i convinced one of the Account managers to connect me directly to advanced tech support, who informed me that none of the trouble tickets had the main voice line listed which is why is was never removed from the database. they did it while i was on the phone and it only took about 5 min. 1hr later that changes went into effect and we are able to recieve calls from Vonage again.

while i am still unhappy that they did not offer a credit for inconvience, especially since they changed me a rediculous ammount to leave their service, i have to give them props for getting me to a person that was able to fix the problem.

Very Happy
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Lonestar68
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PostPosted: Wed Nov 08, 2006 8:09 pm    Post subject: I am glad to hear that! Reply with quote Back to top

Appf,

I am glad to hear you got the level of service you finally needed to get the connectivity to the current Vonage customers. I don't think I will be taking my company down the same road. What in your opinion would have made this transition go smoother up front?

Thanks,

Lonestar
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miked2
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Joined: Sep 15, 2006
Posts: 94

PostPosted: Thu Nov 09, 2006 4:35 pm    Post subject: Reply with quote Back to top

When you sign up for service, there is a "terms of service" box that you have to check that you read. If you read it, you will see that there are indeed early termination fees.
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MADINPA
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Joined: Nov 11, 2006
Posts: 1

PostPosted: Sat Nov 11, 2006 12:20 pm    Post subject: number transfer is a joke!!!!!!!!! Reply with quote Back to top

i have been tring to have Vonage transfer my current phone number over for about a month now. my FREE 30 days is now up and they will be billing me for my next month worth of service??????? i want to know what i am being billed for!! i still do not have Vonage service since they still haven't transfered my current phone number yet. so this means i have to start paying them for service while i still have to pay my current phone company too. if i want to have phone service at all. what is up with Vonage they are a rip off.. the 30 days free has come and gone. i still don't have their service yet, so where is the FREE!!! Mad
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radiocards
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Joined: Nov 21, 2006
Posts: 4

PostPosted: Tue Nov 21, 2006 1:20 am    Post subject: Fraudulent advertising, no contracts, termination fees Reply with quote Back to top

miked2 wrote:
When you sign up for service, there is a "terms of service" box that you have to check that you read. If you read it, you will see that there are indeed early termination fees.


In any other country Vonage would have been prosecuted for false advertising. Unfortunately in the US fraud is "protected free speech". How can you advertise No Contracts, No Commitments - and then have a Contract with termination fees?

Vonage = Fraud.
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miked2
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Joined: Sep 15, 2006
Posts: 94

PostPosted: Thu Nov 23, 2006 7:42 pm    Post subject: Reply with quote Back to top

I believe that the early termination fee is not associated with a contract, but rather is associated with their free offers. I.e., if you take advantage of one of their free offers, and don't spend a minimum of "X" months with the service, then they charge you.
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radiocards
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Joined: Nov 21, 2006
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PostPosted: Sat Nov 25, 2006 1:27 am    Post subject: Reply with quote Back to top

miked2 wrote:
I believe that the early termination fee is not associated with a contract, but rather is associated with their free offers. I.e., if you take advantage of one of their free offers, and don't spend a minimum of "X" months with the service, then they charge you.


Actually no, there is an additional, different change for cases when hardware or "free" service period offers are availed of, which is legitimate. When I signed up I got no free hardware, and no free service period, yet they still have this contracted termination fee despite the fact that the box of the Vonage device I bought says in very large letters, No Contracts.
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sophia
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Joined: Aug 18, 2006
Posts: 27

PostPosted: Sat Nov 25, 2006 11:25 am    Post subject: Reply with quote Back to top

with regard to your number transfer...yes it is you company's fault, you know why? coz after you fill out your LOA, it will be automaticaly sent to you carier...

and you have to read the TOS first before clicking on order now button... Very Happy
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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.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

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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