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NHTracker
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Posts: 134

PostPosted: Tue Dec 04, 2007 10:17 pm    Post subject: Changed phone number but did not get a new number Reply with quote Back to top

I changed the main phone number for my parents Vonage account through the website and received a message that stated the new number will be e-mailed. It did not give a time frame. It's now been 20 minutes and still no e-mail with the new number, and nothing has changed. I did receive a confirmation e-mail regarding the change (minus the number) and an e-mail confirming that 911 has been activated.

Does anyone have any idea what is going on?
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NHTracker
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PostPosted: Wed Dec 05, 2007 6:00 pm    Post subject: Reply with quote Back to top

Ok.. Well, I decided to call Vonage last night and after quite a while on hold, I was told that there was some kind of system error. They told me they would fix it overnight.

Well, they finally did issue a new number, but now I have a new question. When you keep your old number for 7 days of transition, is your new number supposed to ring the phone along with your old one? The reason I ask is because currently the new number just rings and goes to voicemail without actually ringing the phone. The old number works fine. Any ideas?


Also, the rep I spoke with, who was not in India or the Philippines, eluded to the reason for not having distinctive call blocking (blocking numbers individually) is due to a possible patent infringement. He may or may not be right, but it does kind of make sense. All I gotta say is if that's the case, we may never get it.
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butterman
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PostPosted: Wed Dec 05, 2007 6:47 pm    Post subject: Reply with quote Back to top

It was several years ago for me, but when I did this I thought that both numbers rang for those 7 days.

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NHTracker
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Joined: Mar 23, 2005
Posts: 134

PostPosted: Wed Dec 05, 2007 10:27 pm    Post subject: Reply with quote Back to top

That's what I thought. So I called them back and found out that they ended up creating a whole new second line. So if someone at my folks house had actually plugged a phone into port 2 they would have had a dial tone. Obviously that's not what I wanted them to do.

I did forget to mention that in my previous post the person who called me back with the new number did so at 2AM. Luckily, I had given them my cell phone for a call back number and had it on vibrate, otherwise they would have woken up me up. The person that called back and apparently "fixed my issue" had a thick accent, and considering the time he called back, I think it is safe to say he was not in the U.S.. I guess something got lost in translation. Rolling Eyes

So I have spent most of the evening on the phone with them while they deleted out the second line and attempted to add the new number as primary, and the old as a temporary "virtual' number. For whatever reason they could not do it themselves and had to open a ticket. Something that was supposed to be relatively simple is now going to take 48 hours to resolve.

Now my concern is that there are numerous charges and cancellations for a $9.99 fee that is listed under the orders tab on the dashboard. I know that the change service fee is debited immediately from your credit card rather than added to your monthly bill, and that's what bothers me the most. It's like they tried to make the changes several times as an end user like myself rather than internal one. Of course I am also worried about the fact that they created a whole new $25 a month line on top of it even if they did delete it. I now have to have my folks comb through their credit card statement.

Has anybody else experienced this?
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