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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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Grantium
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PostPosted: Mon Sep 24, 2007 1:03 pm    Post subject: I'm close to giving up -- LNP since 8/29 ** RESOLVED ** Reply with quote Back to top

I guess less then a month isn't really that bad now that I'm looking through the forum.

Nevertheless, I can't get an answer out of anybody. First I hear about a "freeze feature"-- I called Qwest and got that taken care of on the first day, and yet every time I call a rep tells me about this freeze feature on my account. I've called Qwest twice and it's not there any longer.

So I get "escalated", and I'm supposed to get a call in 24 hours. 24 hours goes by, no call. I call back, she said 36, not 24. 36 goes by. No call. I call back, she says 24-48. Naturally, no call and I give up.

I call back today, and I'm told about the freeze again. I ask him to look deeper, give him a ticket number, and let him know all I want is the status. I just want to know my number isn't sitting in a pile somewhere forgotten about. So I get transferred, sit on hold for 7 minutes, and get disconnected. Even though I provided a callback number, I never get a call.

I'm not worried about the $ thing. Obviously since I can't use it I'm sure a rep will make the billing right. I'm really annoyed and frustrated with not knowing what is going on, where I'm at, and if my number is ever going to get transferred.

My biggest beef with Qwest was rotten, terrible customer service. I was hoping since Vonage is smaller, newer, and trying to get customers they would be better. Honestly, EVERY REP has been awesome, friendly, and very courteous, but completely and totally without information. It's not their fault-- obviously this is a management and structural problem.

Customers need to be involved and informed of information relating to their service or they will lose confidence.

I'm almost there, and Voip and Vonage has lots of bells and whistles which I dig, but my current copper-wire phone has a dialtone and rings with my phone number. I'm very close to just pulling the plug on this switch.


Last edited by Grantium on Mon Oct 15, 2007 3:55 pm; edited 1 time in total
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Grantium
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PostPosted: Mon Oct 01, 2007 1:23 pm    Post subject: Reply with quote Back to top

I just got billed!

And no # transfer!

And they took the $ directly from my account!

Crazy.
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Grantium
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PostPosted: Mon Oct 01, 2007 6:12 pm    Post subject: Reply with quote Back to top

I called back today. The rep told me the confirmation # I had provided them (from Qwest) for the freeze feature removal and it wasn't the number I gave them at all. It was the Vonage ticket for my phone call.

So this whole time, they had escalated this issue with their own ticket number instead of the confirmation # from Qwest that I had emailed them.

Insanity.

How nuts is that? Either I am taking crazy pills or they have serious organizational problems.

I'd say I'm left speechless, but I'm currently on hold and I am planning on talking to a supervisor.

To be continued...

EDIT: Update! Apparently I'm supposed to hear back from somebody in 24-36 hours. That sounds familiar.

EDIT: Big props to "Neal" (if that's his real name) who discovered they had the wrong confirmation number. Sounds like I'll get last month's charges returned too, thankfully. The saga continues...
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Grantium
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PostPosted: Tue Oct 02, 2007 1:05 pm    Post subject: Reply with quote Back to top

Yesterday the supervisor told me Neal would send me an email with a ticket #.

No email, of course.
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Theophilus
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PostPosted: Mon Oct 08, 2007 7:18 pm    Post subject: Lost in the Number Transfer Portage Blackhole Reply with quote Back to top

I can certainly understand the frustration in attempting to port a number from Qwest to Vonage. I don't feel as bad as I have only been trying since September 13, 2007. I still do not have my number transferred. Here is the message I wrote to Vonage on their web help site:

"I began the transfer from Qwest to Vonage on September 13, 2007. Today is October 12, 2007 and I still do not have service. When Vonage placed the order to transport my phone, my phone number was disconnected by Qwest and the phone number was ported to Vonage. Qwest has told me that it is now "pending portage to Vonage and waiting activation." I have called Vonage at least a half dozen times and have been told several stories.

"Around the end of September, after not having service for several days, I called Vonage and was told there was an error in processing the transfer. No one had bothered to let me know by email or phone. The request was submitted again.

"Around October 5 I was told that because the phone number was disconnected Vonage could not transfer it. I contacted Qwest and they set up a reconnect for me for last Friday, October 9. I waited all day for the technician, and finally called Qwest. They said that they could not reconnect it because it was already transferred to Vonage and was waiting to be activated. I called Vonage and spoke to Jade (#56185) and was told that Vonage did have the number and I would have service by Friday, October 16 (more than a month after I had requested new service).

"Today I received a call from Qwest saying they had a request to return my phone number from Vonage to Qwest. I never made that request. I called Vonage again and was once again told that because the number was disconnected Vonage could not transfer the number. I reiterated that the number was "pending port to Vonage and waiting activation by Vonage" according to Qwest. I was transferred to the LNP Department who told me they did not have the phone number. They said they could not transfer me back to customer service.

"I called back Vonage again. I explained the situation. The representative kept saying over and over that Vonage could not transfer the number. When I asked to speak to a supervisor she put me on hold and never returned.

"When I called back I was transferred to someone in "Customer Care" who wrote up a new ticket (#14985608) and passed it on to a special team. She said this will take a couple of days.

"I am not able to receive phone calls because no one knows where my phone number is. I have children and a home business that have been affected by this situation. I have been told information and made promises that have not been kept. I can only leave below a phone number to leave a message. No one can seem to give me a direct line to work with one person who has the authority to fix this.

"I am writing this out of frustration and desperation." Can someone please help me?

I agree that the 'front line' of Vonage customer service seem to have no clue as to how to help or what to fix. Like automatons, they read back what is written on their computer screens. I have asked several times to speak with a supervisor and have been refused, have been placed on eternal hold, and been disconnected. For a fledgling company they are not rating very well in my book if they wish to generate new business.
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Grantium
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PostPosted: Mon Oct 15, 2007 3:54 pm    Post subject: Reply with quote Back to top

Well, the heavens parted, and things went my way. Number transfer scheduled for tomorrow.

FOR QWEST CUSTOMERS: do not accept the first rep you talk to. In order to release your freeze, you MUST talk to the freeze people. This means being transferred to an entirely new department. The front-line reps do not have access, even if they try to remove it they are unable to.

That means calling 1-800-922-1879 (select option 1, then option 3), Mon.-Fri., 7AM-11PM CST and Sat., 7AM-6:30PM CST.

My problem with Vonage was actually Qwest's fault. This doesn't let you off the hook, Vonage; you're service remains terrible, and basically lives up to the nightmarish standards other telephone companies excel at.

I got an entirely new reference # from Qwest, and when I talked to the right department, I called Vonage back and gave them a new reference number. It worked this time.

Don't let Qwest screw you, this is surely intentional and a soft way to try to keep you as a customer!
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Grantium
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PostPosted: Tue Oct 16, 2007 5:41 pm    Post subject: Reply with quote Back to top

It's official. # ported, all good.

Why was that so hard, Vonage? Why? The only reason why I stayed is because I wanted a Voip solution, and I was too busy to go hunting for others.

You really want to retain customers who are too busy to find other providers? You should make people proud to be customers.

Geez.

peace out, hopefully I won't see ya'll again
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