A Bad Situation of Their Making

Posts: 22 · Vonage Forum Associate Joined: Jan 27, 2005 Posts: 22

First let me say I am a long time Vonage customer. I can't remember how long I've had service but I joined up when nobody had heard of them. People who know me say I'm a tech nut and a sucker for the latest gizmo.

I originally signed up as a novelty. However, the phone service has been very good with no problems of any kind. Then comes that big word BUT then I decided it was so good I would drop Bell South completely and port my number. I did everything I was told to do and waited. My twenty days past and nothing.

I contacted customer service and got an email in return saying my request to port my number was being expedited. I waited. Nothing.

I contacted customer service again. This time the email said "We are sorry for the problem. We are checking and will contact you with the details"
Time past. Nothing.

This time I contacted the Executive Response Team. Email said, "We are sorry about the problem. Give us a few hours to check on your account and we will contact you. Days past. Nothing.

I called the number for the Executive Response Team. "Please leave your account number, name, phone number and a number where you can be reached and we will call you back.'"

Nothing.

Now the question.

Should Vonage continue what it does best? That is, being a novelty, alternative to Ma Bell and stop trying to act like a baby Bell. Had they not told me I could port my number I would still be happy with them, but now I'm mad as a wet cat.

Posts: 492 · Posted: Tue Feb 01, 2005 5:55 pm Post subject: A Bad Situation Of Their Making

Have a little mercy. It may not be Vonage's fault. There is a crisis in the availability of telephone numbers today. Phone numbers are bought and sold on the communications market like they are going out of style, and the simple fact is, they are. First of all, there are more telephones out there then their are telephone numbers. Between the POTS, the morass of cell phone companies, and the VoIP's, the acquisition of a telephone number from one company to the next is similar to an auction. Why do you think area codes have multiplied in any given State? Now we have area codes within area codes. The POTS are trying to stay alive until the last buck is squeezed out of the last user.

The POTS will all be out of business within a few years, not because everyone switched to a cell phone or VoIP, but because they will have reached the limit that their relays and switches can handle. They can not be fixed without completely overhauling their limited and antiquated system. Which would cost more money than they're worth.

Cell phones and VoIP phones can be easily reprogrammed to meet the new future requirements. This is why there are more cell phone users than POTS users, and now, a swiftly growing VoIP market. Vonage isn't trying to give you a hard time about keeping your number. The problem is that Bell South, in it's death throes, won't give it up without a struggle. They're just being down right ornery. All I can say is to be patient, you'll get your number. Vonage and it's users can afford to wait, Bell South can't.

Does this make any sense?

Mike

Posts: 22 · Vonage Forum Associate Joined: Jan 27, 2005 Posts: 22

If Vonage would just respond and tell me where the problem is I could deal with that. Silence is not acceptable. If it is Bell South I know how to deal with them. I have fought phone companies by using the PUC and I have won cases that others thought were lost. All I need from Vonage is a statement that Bell South is not releasing the number.

On a side note a friend just read my original post and called me. He says Vonage will make a good baby Bell as it already has the "attitude".

Posts: 22 · Posted: Tue Feb 01, 2005 6:39 pm Post subject:

I think a lot of the problem with porting numbers has to be the POTS. As mbhn5204 wrote they are running out of numbers and they are reluctant to give one up. And of course to lose money. We were paying $60 plus to Veri$on. If I were you I would contact PUC but first give Vonage one more call and let them know what you are going to do.

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

Bottomline is Vonage is not ready for prime time yet. It will get better over time. The company is still trying to get its act together. So I wouldn't transfer your main line or critical line to Vonage or VOIP right now.

The customer service reps are still learning the ropes and the processes. Just my observation. So you will be saving $$ monthly to hold times, broken processes, wait times, frustrations, etc. So you have to figure how much your time is worth to you vs the $10 to $20 you may be saving a month.

I am using it as a secondary service.

Posts: 492 · Posted: Tue Feb 01, 2005 7:43 pm Post subject: A Bad Situation Of Their Making

I just don't think you guy's are getting it!!! I'm outta here.

Posts: 7 · New Forum Member Joined: Jan 22, 2005 Posts: 7

Vonage1234 wrote:

Bottomline is Vonage is not ready for prime time yet. I
The customer service reps are still learning the ropes and the processes.

Just an FYI for those who don't live in Vonage HQ territory: Vonage have been advertising on local radio stations for over 2 months now that they are looking to hire something like SIX HUNDRED PEOPLE for all positions.

Posts: 22 · Vonage Forum Associate Joined: Jan 27, 2005 Posts: 22

I understand there is reluctance of phone companies to release numbers. However, there is no acceptable explanation for Vonage not responding.

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

I think that's some truth to getting what you pay for. VOIP is the same quality as land lines and Vonage's customer service is also not the same as the Baby bells.

I think they are swamped and overwhelmed right now. Reminds me of the first days of Internet access. I started an ISP so I know how it feels to be overwhelmed with new customers.

It's one thing to hire 600 new staff, it's another to train them and get them all up to speed with all the processes.

Overall, I would rate Vonage satisfactory. I believe they will improve overtime. Their hold times aren't too bad.

Posts: 79 · Vonage Forum Senior Joined: Dec 28, 2004 Posts: 79

I agree. Nobody is perfect in all of this.

The customer ALWAYS comes first. Vonage is figuring it out, and is a pleasure to work with.

SBC has still not resolved a lot problems since their takeover of Ameritech awhile back. (Chicagoland)

Vonage is heading in the right direction. Have patience...

don