Over 2 months and my number has still not transferred

Posts: 2

Can anyone tell me how long I am going to have to expect to wait? I'm tired of paying two phone bills.

The date I sent them all the information was August 21st.

I have asked about this several times via email and several times via phone. Every time, they have said they would push it up in priority, but I am still waiting.

The last time I called, the woman who answered put me on hold. I waited for 30 minutes, then was routed back into the general wait system for the next operator. The same woman answered and when I asked her what happened, she hung up on me.

In my last email correspondence, they did agree to waive one month's fee. However, I think it should be waived until the number is transferred.

Has anyone else had to wait this long (or longer)? Can you tell me when I should expect this to be resolved? I'm becoming extremely dissatisfied and am seriously considering canceling both my Vonage account as well as my previous carrier (Cavalier) and going with someone entirely new.

Posts: 2 · Posted: Thu Oct 28, 2004 2:55 pm Post subject:

I just saw some of the other discussion threads related to this topic. I apologize for not checking for them first.

I just complained to the FCC myself. I didn't want to do that, as I don't want to see Voip regulated by them. But behaviour like this from one of the biggest Voip companies is just begging the FCC to get involved. So when it happens, they'll have nobody to blame but themselves. It'll be a shame to see this taxed up to the level of standard provider costs.

Posts: 2 · New Forum Member Joined: Oct 26, 2004 Posts: 2

Well, I would think the transfer issue is with your old company. I signed up for Vonage on the 12th. I got transferred on the 26th. They tried to charge me from the 12th, but I complained and said I didn't have there service until the 26th, they apologized and changed my billing date to the 26th. So far, I've been handled quite fairly by Vonage. I had some small inconveniences and they gave me a month free.

Posts: 1 · New Forum Member Joined: Nov 03, 2004 Posts: 1

I'm on day 127 of my phone transfer and I haven't received a straight answer from emails or trying to call their "support" line.

If you do get Vonage, you will have a better chance finding an answer to your problem in a message board then talking to someone.

Posts: 1 · New Forum Member Joined: Nov 08, 2004 Posts: 1

My husband has been waiting since the end of March so that's, what, almost 8 months? He contacted his other carrier who said they could immediately process the request to Vonage if they ever receive the request. About 2 months ago Vonage finally admitted that they never processed his initial request. And most recently, he received a message last Tuesday that his number had ported. Only, it hasn't. The number STILL rings to his other carrier.

Getting a response from anyone there is next to impossible. The same canned responses, over and over. And every time we think we've got an actual person looking into it for us, they seem to disappear as well.

The good news is that as of right now, we haven't paid anything beyond the first month's service - after 5 months they said they wouldn't issue any more credits until the number ported. Since they seem to think it ported last week, they issued the rest of the credits. Too bad the number still doesn't work and they still haven't done their jobs in almost 8 months of time.

Their service will rock if we can ever get our number moved there. I've about given up hope.

Posts: 28

Ok so here's the scoop. You send in your letter of authorization to Vonage. Your paper work is recieved what happens next? Read below.

Your papaer work is scanned and becomes 'electronic' corre. instead of paper. Once scanned this is then forwared to a 3rd party carrier Vonage uses to port numbers (you really didn't think they did it themselves did you? shame on you). The 3rd party carriers are CLECs (competivite local exchange carriers) Who's only existence is to offer compeitition to the BIG bells. With Voip they are seeing revenues they have never seen before. So ok your paper work is sent to these folks.

These folks then forward the request to your incumbent carrier (the carrier you are porting your number from). If your carrier acknowledges the request you will be given a date and your number will port.

Thats how it is supposed to work.

Heres the real scoop:

Ok so your paper work gets send to the CLEC. A lot of the time the CLEC drop the ball and either never get your request or simply do not forward to the correct contact information with your carrier. They have no mechinism in place to track 'lost' orders or orders that are being moved on. What does this do? well for starters if you send in a port request say march 2 and the CLEC doesn't get it or it slips through the cracks? If you don't call and stay on it it will never port. THEY DON'T KNOW! I know the system **** but its what is in place. So to port your number over after you send in the paper work you will have to call 4 times a month. (i know the hold time is crazy..well knit a rug during the hold time but you have to do it) What will this do? It will keep your port request 'fresh' and increase the possibility your number will transfer.

Mole

Posts: 28

Ok so here's the scoop. You send in your letter of authorization to Vonage. Your paper work is recieved what happens next? Read below.

Your papaer work is scanned and becomes 'electronic' corre. instead of paper. Once scanned this is then forwared to a 3rd party carrier Vonage uses to port numbers (you really didn't think they did it themselves did you? shame on you). The 3rd party carriers are CLECs (competivite local exchange carriers) Who's only existence is to offer compeitition to the BIG bells. With Voip they are seeing revenues they have never seen before. So ok your paper work is sent to these folks.

These folks then forward the request to your incumbent carrier (the carrier you are porting your number from). If your carrier acknowledges the request you will be given a date and your number will port.

Thats how it is supposed to work.

Heres the real scoop:

Ok so your paper work gets send to the CLEC. A lot of the time the CLEC drop the ball and either never get your request or simply do not forward to the correct contact information with your carrier. They have no mechinism in place to track 'lost' orders or orders that are being moved on. What does this do? well for starters if you send in a port request say march 2 and the CLEC doesn't get it or it slips through the cracks? If you don't call and stay on it it will never port. THEY DON'T KNOW! I know the system **** but its what is in place. So to port your number over after you send in the paper work you will have to call 4 times a month. (i know the hold time is crazy..well knit a rug during the hold time but you have to do it) What will this do? It will keep your port request 'fresh' and increase the possibility your number will transfer.

And remember, a big cause of the delay also is that the carrier you are porting from doesn't want to see you go. They willingly do not cooperate with the CLEC and you may have to visit your local FUC to file a complaint against your carrier. Remember THE CARRIER SETS THE DATE OF PORT NOT Vonage. Vonage is at the mercy of the carrier to transfer the number in their central office, and to release the number to the Vonage network

Mole

Posts: 14 · Posted: Wed Nov 10, 2004 9:29 pm Post subject:

I gave up after 4 months. I called and called and called, nothing was happening. I since moved, kept my original land line active in an empty house, sold the house so I had to end my quest in keeping my number. So I gave up.

Sorry for the bad news. I now use my original temp number as my only number.