LNP Transfer taking well over 20 days!!!

Posts: 4 · New Forum Member Joined: Jan 24, 2005 Posts: 4

bigbill wrote:

I'm new to Vonage and have also had a delay in getting my number transferred. From reading the posts here I see I'm not alone. Some have said they get a quick resolution after emailing dslreports@vonage.com and/or the CEO, so I tried that a couple of hours ago. I have to say, if emailing those depts results in a quicker response- the problem would seem to be on Vonage's end. If the fault lies with the other carrier, how can Vonage suddenly gain control of a situation they previously had no control over just because you emailed someone else?
I've also had to return the first router I was sent and experienced a delay with the exchange as well. So far off to a rocky start...

Well at least customer service just took a giant leap upward- the issue with LNP is not yet resolved, but a couple of hours after sending email to the CEO, I got an email response from Shonda Mark with the Executive Response Team which included her direct number, apologizing for my difficulties and promising to personally see the issue through to resolution. She then called me a couple of hours after that and said her goal is to resolve the issue in no more than 3 to 4 days and stated she would call each day to let me know what's going on.
That's more what I've got in mind when I think of customer service! Will keep you posted.

Posts: 162 · Posted: Mon Jan 24, 2005 9:08 pm Post subject:

reebok wrote:

October 11, 2004 Awaiting Letter of Authorization
October 11, 2004 Letter of Authorization (LOA) Received
October 11, 2004 Transfer Sent to Carrier
December 6, 2004 Carrier Approved Transfer
December 20, 2004 Completed LNP Transfer

plus loads of phone calls and emails.

Mine took 4 months...

Updated Date: Number Transfer Progress History:
July 7, 2004 Awaiting Letter of Authorization
July 23, 2004 Letter of Authorization (LOA) Received
August 31, 2004 Transfer Sent to Carrier
November 4, 2004 Carrier Approved Transfer
November 6, 2004 Completed LNP Transfer

Vonage gave me 1 free month.

Posts: 24 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 24

For those transferring form RCN, make sure you call RCN first to ensure that they take off the "Anti-Slamming Freeze" on your account... Seems I've been waiting since Dec 20th because of this (even though the !@#$ LOA is suppose to be what is used for BYPASSING the dang freeze... what idiots at RCN).

I'm a little miffed with both companies in this matter. Vonage for not telling me that they can't get RCN to respond and RCN for not letting me know that there was an "attempt" to transfer my number.

Well, after two hours and four calls, I got RCN to drop the freeze and Vonage will resubmit to them (they thanked for taking the time to get the freeze turned off--otherwise it would likely have sat in limbo...).

We'll see how this goes now... I was a little miffed at having just paid the second double-phone bill (one month to RCN and another to Vonage...) which prompted me to start calling around...

-Tim, Whitehall PA

Posts: 5 · New Forum Member Joined: Jan 23, 2005 Posts: 5

From the transfer issues, it does not seem like a wise idea to convert your primary number to Voip yet, even Vonage.

Posts: 162 · Posted: Tue Jan 25, 2005 12:08 am Post subject:

Vonage1234 wrote:

From the transfer issues, it does not seem like a wise idea to convert your primary number to Voip yet, even Vonage.

True. I regretted the move after a couple months of waiting. But it always seemed "eminent"... so I kept on waiting.

My thinking is that the POTS, realizing they are screwed with their deprecated copper wires, are milking the cow until the very last drop.

They are the ones slowing things down and getting one, maybe two extra months per customer.

It's pathetic.

Posts: 4 · New Forum Member Joined: Jan 24, 2005 Posts: 4

I didn't think much about it until I got on the Forum and saw other people's "Phone number status history" posted, but my "LOA Received" and "Transfer Sent to Carrier" is listed twice:
December 13, 2004 Awaiting Letter of Authorization
December 13, 2004 Letter of Authorization (LOA) Received
December 13, 2004 Letter of Authorization (LOA) Received
December 13, 2004 Transfer Sent to Carrier
December 13, 2004 Transfer Sent to Carrie

I wonder if this could indicate some type of snafu on Vonage's part?

As a follow up to yesterdays post about receiving a call from the Executive Response team, Shonda Mark said she would call me with an update last night, but I haven't heard from her... When someone tells me they're going to call, I expect them to- even if it's just to say- I don't know anything yet. Looks like I'd learn not to expect so much...

Posts: 4 · New Forum Member Joined: Feb 16, 2005 Posts: 4

I also reached the "Executive Team" after much effort. The gentleman there promised personal handling, but after a week he can't even give me a status, and hasn't replied to my last note. The Vonage Press Office promised a response within 2 hours, but no one called. I've written to the CEO . . .

The reason I think these delays are mostly Vonage's fault (or their agents') is that they can't even status one, they use meaningless form letters, and they can't keep to communication commitments.

I really hope this outfit gets a stinking bad name and loses out to other Voip providers in the end. None of us should get the customer no-service that we are getting with number transfer. No amount of credits will compensate.

I've now asked the "Executive Team" to transfer me by a certain date, or leave me with my current number and service. Reasonable request, I think, but no reply on that. These guys truly are a blight on all of us.

Posts: 4 · New Forum Member Joined: Jan 24, 2005 Posts: 4

Well, it took about 70 days to get my number transferred. I contacted and received a response from the Executive Response team on Jan 21, but it still took over a month after that. I did complain, request and receive 2 months credit on my bill however- which took a little of the sting out. I've had no problem with my service since getting the new router about 2 weeks after initially hooking up with Vonage. Knock on wood.

December 13, 2004 Awaiting Letter of Authorization
December 13, 2004 Letter of Authorization (LOA) Received
December 13, 2004 Letter of Authorization (LOA) Received
December 13, 2004 Transfer Sent to Carrier
December 13, 2004 Transfer Sent to Carrier
February 23, 2005 Carrier Approved Transfer
February 23, 2005 Completed LNP Transfer