Number Transfer

Posts: 23 · Vonage Forum Associate Joined: Dec 27, 2006 Posts: 23

I just need some practical advice. I've been mostly without usable Vonage service this week, and today resorted to transferring (LNP) my main/unlimited Vonage number out to another Voip provider. In addition to the main number that is currently being transferred, I also have fax, softphone and virtual numbers with Vonage. To top it off, my wife is overseas for the next two weeks with only a Vonage box connected to the same account. Per the new provider's instructions, I have not made any direct changes with Vonage.

1) Once the number actually transfers, will anything happen to the remainder of my Vonage services (fax, softphone, virtual)?

2) Should I call Vonage and have the fax account converted into a main/unlimited account, or is it better to wait until the current main number transfers out?

Posts: 44 · Full Forum Member Joined: Dec 22, 2004 Posts: 44

First- do NOTHING with Vonage until the transfer is completed, marked as completed by the winning carrier, and calls from a cell phone ring through to the new carrier.

Once the number transfers, nothing happens to your Vonage account. Vonage will still have the number in their system which means calls from Vonage users to the number will go to the Vonage account, whereas calls outside of Vonage go to the new carrier. You will have to call Vonage and cancel the line.

When you call make sure to explain that you have ported the number out of Vonage and they need to remove it from their database. If the rep doesn't know what this means have him cancel the account and then ask for a supervisor or level 2. You may be on hold for a while. They need to submit a level 2/3 ticket called "Remove DID from Database", that will make Vonage stop thinking the number is a Vonage number and route calls correctly.

When you cancel, explain what you want to happen to your existing lines. You'd probably want the fax line to become the main line and have the virtual # point to it. Softphone will keep working. You may not be able to port out the Softphone account or convert it to a normal account, but I think porting out has a higher chance of working.

Good luck!