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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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AKB
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PostPosted: Tue Jul 29, 2008 11:22 pm    Post subject: How to Escalate Incomplete LNP? Reply with quote Back to top

Anyone have any suggestions for me? All previous attempts at getting this issue escalated have failed.

As of today my incoming phone service has been down for 12 days, since 7/17 when Vonage emailed me to tell me that my number transfer was complete.

I signed up for Vonage, requested that our home phone number be ported from Cox to Vonage. On 7/17/08, the day it was to be ported I received an email from Vonage saying it had been done. When I tried it, I could make outgoing calls on Vonage, but our incoming calls were still coming in on Cox.

I waited a day. Outbound calls still worked fine. Incoming calls no longer came in on Cox nor Vonage. People calling our number were greeted with an "invalid number" network message. (It's been this way ever since). I called Vonage. After about an hour on the phone, they told me this is indeed an incomplete LNP transfer, and they would submit a new escalation and let me know the status.

That was July 18. Today is July 29, 11 days later. We have not been able to receive calls for this whole time. I have called Vonage customer support every weekday since July 18 except one. Each day I'm greeted with the information that "this number was transferred on July 18th. Are you having a problem?" Each day after approximately an hour on the phone talking to multiple people, I'm always told that a "new escalation" has been sent over to their vendor who does their LNP work. It’s like “groundhog day” where I go through the same thing every day, starting from square one rather than where I left off the day before.

I have spoken with four or five different supervisors and countless customer support reps. One supervisor told me that all the previous escalations were done incorrectly and that they would submit one the correct way. No results. No callbacks, no emails.

Multiple supervisors gave me their first name and said I should have no trouble calling them back, asking for them by their first name. Each time I call back and ask for a supervisor by name I am told that there is absolutely no way that I can talk to an individual by name, and that I'll just have to talk to whoever gets the call. I've asked each supervisor each day if they will call me back or email me with status. Each one has agreed to do one or both. NOT ONE has EVER called me back with a status. NOT ONE has ever sent me an email. Not one has ever been able to give me any feedback about what happened to the last 7 or so escalations that were supposedly done.

I have asked multiple reps if they have a process of escalation for serious issues that have already been escalated and are still not getting attention or resolution. I have gotten the same response each day. "I am sure this escalation will resolve the issue." Each day I hear nothing back, I still have no phone service, and I have to call the next day and start over again.

Today I spoke to someone in second level support who said they'd call me back at 2:30 my time and we would get on the phone with my old provider, Cox. I said I'd try anything. I waited for the call. At 3:10 I had not received a call so I called the Vonage LNP dept again, asked to speak to a supervisor, and was put on hold for two hours and twenty minutes (not a typo), and then the phone went busy.

I would like to escalate this through the proper channels at Vonage but it appears there just aren't any. It's a total stone wall. I and my serious phone service issue are being ignored. We have had the same phone number for something like 16 years. Many people have this number and now are unable to call us.

Any ideas on how to truly escalate this would be greatly appreciated. Thanks.

AKB
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AKB
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PostPosted: Thu Jul 31, 2008 12:07 pm    Post subject: Resolved Reply with quote Back to top

After I posted this I sent an email to the Vonage executive management team at midnight and the issue was resolved by early morning. I'm very pleased at their responsiveness. I am still clueless at how to effectively escalate issues that are not receiving attention in the future. Obviously emailing the executive management team is not a desirable method. Hopefully I won't have any more big issues.

AKB
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