Updating Transfer Request Information

Posts: 2 · New Forum Member Joined: Nov 08, 2007 Posts: 2

I am an existing Vonage customer but just recently made a request to transfer an existing land line number to my account and make my current Vonage number a virtual number. (I actually wanted the transfered number to be the virtual number but could not find a way to do that directly and figure I will swap the two later.)

The day after I submitted the transfer request I received an email saying the transfer could not be processed because the billing address of the number I wanted to port did not match what I provided.

They were correct and I had mistakenly given the previous address.

I have tried calling customer service as instructed no less than three times and can not get them to understand what the issue is. They keep wanting to change my Vonage billing address.

The last person I spoke with took all of the info and was going to send it so a "specialist." I specifically asked that I get an email confirmation that the info was received and changed but after 24 hours I have received nothing.

My experience sounds mild compared to many of the stories I have read here. To hopefully avoid that myslef I thought I would write ans ask advice on how best to resolve this issue.

thanks for any info and insight you may offer!

Posts: 14 · Vonage Forum Associate Joined: May 09, 2007 Posts: 14

hi. actually the reps you spoke to are correct in trying to make you change the current billing address on your Vonage acct. the reason for this is whatever information Vonage has on your account is compared to the information you have with your current carrier. you can switch it back to your correct billing address once the transfer is complete. also you can just get a copy of the LOA and complete it online so that you'll have more control of the information disclosed. hope this helps. if not, next time you call in, you can ask to speak to an LNP agent directly for assistance. they're the guys who work on the number transfer and may be different from the customer svc reps

Posts: 2 · New Forum Member Joined: Nov 08, 2007 Posts: 2

Thanks for the info emberwilde. I don't quite understand one part of your post.

You wrote:

Quote:

also you can just get a copy of the LOA and complete it online so that you'll have more control of the information disclosed.

Is the LOA the request to transfer a phone number that ultimately goes to the original carrier? I did fill this out (I think) on line. In any case, to follow your advice, how do I get a copy of the LOA and complete it online?

The form I filled out specifically had a section for the billing address of the number being ported (if different than the Vonage billing address). This is what I need to change.

It becomes a problem to change the Vonage billing address because it is tied to a credit card and the card gets re-verified and the billing address would no longer match.

I will try calling and request to speak to an LNP agent. Are they from Vonage or some third party company used for verification for porting numbers?

I ask because I got transfered to someone that was not with Vonage and was only for verification but they had nothing on the number I was trying to port and said I needed to call Vonage.

Thanks for the reply and info! Smile

Posts: 80 · Vonage Forum Senior Joined: Oct 24, 2007 Posts: 80

LOA is the letter of authorization. Your best bet would be to speak to someone in LNP just like the last post suggested - but even easier....speak with your prior phone carrier to change the address they show. Explain you are trying to port the number.

The LNP department is within Vonage. The department you got transfered to outside of Vonage is a third party verifier when someone wants to transfer a number.