LNP and dead POTS

Posts: 20 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 20

This is my phone number transfer status according to Vonage:

Updated Date: Number Transfer Progress History:
December 11, 2004 Awaiting Letter of Authorization
January 5, 2005 Letter of Authorization (LOA) Received
January 5, 2005 Transfer Sent to Carrier

On January 20, I tried to use my POTS line, but it was dead. If my POTS line was called (by someone else), a busy signal was heard. I called Vonage support and they told me that they hadn't received the number transfer and I should call my phone provider (Verizon) to see what the problem was.

On January 21, I called Verizon. They informed me that they received the transfer request and put it through on the 20th and cancelled my service with them. I emailed Vonage support with this information. I then received an email back from Vonage's LNP group saying that they resubmitted the transfer to Verizon because my number wasn't appearing on the telcove spreadsheet.

Today, January 24, I called Vonage's LNP support number. They told me the same thing--that my number still wasn't transferred to their knowledge. They said to call back tomorrow and have the issue escalated.

I wouldn't even care if the transfer had taken a long time, but I do care about the fact that no one can get in touch with me unless I give them my virtual number. This isn't very convenient.

So, I was wondering what my options are? I saw in a previous post about filing a complaint with the FCC. Would this speed things up any? I don't really care who is at fault here--I just want my phone number to work again. I've been happy with the actual Vonage phone service, but this number transfer issue is really annoying.

Any suggestions?

Thanks.

Angela

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

Did you ask Verizon if you could put a forward on your old number to Vonage's number?

Posts: 20 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 20

According to Verizon, I no longer have an account, so that is not an option.

Thanks.

Angela

Posts: 26 · Vonage Forum Junior Joined: Jan 19, 2005 Posts: 26

Verizon just cancelled your account without you saying a word to them? Is that how number portability works?

Jamie

Posts: 3198 · Posted: Tue Jan 25, 2005 7:50 am Post subject:

your old phone line should be canceled once the number transfer goes through. this is how it's supposed to work. unfortunately, in this case it sounds like someone dropped the ball. once your number is transferred (assuming you only have one line with your telephone company) then the phone company is no longer providing you any type of service, so they can't just keep billing you for nothing, therefore you have no account (it's cancelled).

Posts: 20 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 20

Right. Verizon cancelled my account without me saying anything to them. They said they did it in response to getting the transfer paperwork.

I'm not concered with getting billed from Verizon from this point on. Because, if I have no service, they shouldn't be billing me.

However, I would like to know how to get the ball rolling for the transfer. I figure either Verizon messed something up. Or, the 3rd party that handles the transfers for Vonage is sitting on my transfer for whatever reason (maybe they're backed up).

Again, the number that was supposed to be transferred does not ring through my Vonage line. This is very inconvenient as no one can get ahold of me unless I give them my virtual (temporary) number. And, my virtual number isn't even in the exchange I live in so it's not a local call for anyone.

Any thoughts?

Thanks.

Angela

Posts: 448 · Posted: Tue Jan 25, 2005 9:27 am Post subject:

Man, this is one of those horror stories people hope never happens to them. (And God help you if you get an overseas support rep on the phone. Most of them are either clueless, apathetic, or are not empowered to actually DO anything useful without asking 4 supervisors first.)

If it were me, I'd go right to the top: jeffrey.citron@vonage.com

That address will get you to the "Executive" team who can make things happen. Give it an attention-grabbing subject, like:

"Vonage Stole My POTS Number - No Service Now"

Write a brief (exec team is very busy) but clear explanation of the problem and chances are it will be resolved much faster than if you waited for the regular support people to handle it.

Posts: 20 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 20

OK. I emailed Jeffrey Citron. We'll see what happens...

Posts: 20 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 20

An update:

After emailing Jeffrey Citron yesterday and threatening to file a complaint with the FCC if my issue wasn't resolved by Friday, I got a call from the Executive Response Team. They basically told me the same thing that I've been hearing--my number was still owned by Verizon. So, I had to call Verizon a few times--once to get the actual confirmation number of the transfer.

We went back and forth a few times, but nothing was ever resolved. Last evening, I checked to see who the owner of my line was. Magically, it wasn't Verizon anymore. I then tried calling my home number from my cell and it rang through to my Vonage line! I emailed the Executive Response Team to tell them the news and to inquire about what the problem was, but have not heard back from them and don't really expect to.

And, I just got two emails from the Vonage LNP department this morning. The one email said that my transfer has been scheduled for today and the other said that it was completed.

So, I'm glad that my line is working, but I'm not too happy about the nightmare of porting my number. The whole reason I wanted to port my number was so that I wouldn't have to spend hours notifying everyone of a new number. Instead, I spent hours calling Verizon and calling/emailing Vonage. I think it would've been less stressful to just change my number.

Posts: 20 · Vonage Forum Associate Joined: Jan 24, 2005 Posts: 20

Final update:

The executive response team emailed me this morning with the issue: they say that Verizon did indeed release the number but did not notify Vonage's carrier that it was available. Well, that's their story anyway. I can't say whether it's the truth or not.

If anyone else has the same problem as me, I recommend the following:
1. Call your phone company and find out the order/confirmation number for your phone number transfer.
2. Email jeffrey.citron@vonage.com with your issue and be sure to mention the order/confirmation number. It probably doesn't hurt to threaten an FCC complaint, either. Don't bother trying to call/email Vonage support or Vonage LNP support as they were of no help.