8 Month LNP Horror Story

Posts: 33 · Posted: Tue Mar 01, 2005 1:13 pm Post subject:

Now even the Number Transfer Dept phone number is giving me the "all circuits are busy" message. And when I do get through, I still have to explain the situation, even after they've taken 5 minutes to read through the case. It amazes me that every time I call they tell me they are "escalating" the ticket and managers will be right on it. Not once have they told me "this ticket has been escalated." Is this "escalating" thing just something they say to people? Does it actually mean anything? Apparently not, because I usually get the same response (meaning none) from managers as I get from the reps. When I do receive a response, it is always the same apology and vague promise to do something. This one is the "sheer volume" excuse:

Quote:

I am contacting you to inform you of your
number transfer. Our carrier has been experiencing delays due to the
sheer volume of requests that are submitted by Vonage to transfer
numbers. I have re-submitted your request to our Carrier in hopes that
your number will be transferred soon and I want to assure you that we
are working to get this accomplished. As soon as we obtain a finalized
transfer date we will contact you immediately. Thank you for your
patience in this matter.

Please do not hesitate to contact us if you need further assistance.

Sincerely,
Mercy
LNP Escalations Coordinator
1-866-243-4357 or 1-vonage-HELP

And this one is the "carrier hasn't responded" excuse:

Quote:

I am contacting you in regards to your number transfer. I have
reviewed the notes on your account and I see that there has been a
status request issued on your account from the carrier. Vonage has
not been updated by the carrier. We will notify you the transfer date
as soon as we are updated by the carrier and your number is scheduled
to transfer.

Thank you for your patience and cooperation.

Sincerely,
LNP Department

Either way, the fact remains that Vonage has not bothered to actually contact XO Communications (the carrier) at any time during the last eight months to deal with this problem. Electronic requests don't cut it after 8 months. It's like they keep giving aspirin to a cancer patient and keep thinking it should work... even when it continually doesn't.

Posts: 67 · Full Forum Member Joined: Feb 08, 2005 Posts: 67

drew, it's a real bummer that it's march and you STILL don't have lnp. you're a better person than me. i couldn't wait that long, and i think you hit the nail on the head when you said the problem was that no management type was willing to pick up the phone and actually talk to someone at XO. you'd think that after 7 months of crediting your account that they'd do it just so they could start charging you! you should be at the front of the line.

Maybe we could have a poll or a contest to see who had to wait the longest for their lnp transfer. First prize would be a case of aspirin of something.

Posts: 1 · Posted: Tue Mar 01, 2005 3:08 pm Post subject:

I'm in the same boat, I have tried to transfer my number I even e-mailed the executives of Vonage and ...NOTHING I did find out that the Transfer Department 's phone number is 866-496-6359

Posts: 33 · Posted: Tue Mar 01, 2005 10:21 pm Post subject:

Just called the Number Transfer Dept again at 866-496-6359. On hold for 35 min. Then constant "hold on" while the rep got info again and again. Then the same thing: "I've re-opened this and asked for the status of your transfer. You should get an email response soon."

Aaaahhh!!! I'd heard that twenty times since August 2004! I said, "Look. If I get another email that says 'carrier hasn't responded' or 'sheer volume of requests,' I'm going to hit the roof. Tell them to CALL THE CARRIER and work it out. Electronic requests haven't worked."

He said he put all that in there, and that I should wait a few days or call back when I get a response.

I would bet BIG MONEY that I get one of those two same responses. Any takers? Anybody there at Vonage willing to take that bet? I doubt it. I'll get another electronic request sent, and nothing will change.

Posts: 67 · Full Forum Member Joined: Feb 08, 2005 Posts: 67

no way i'm taking that bet.

Posts: 17 · Posted: Wed Mar 02, 2005 2:02 pm Post subject:

I've found that threatening to call your state's attorney general's office gets their attention. I've received the run around for 2 months and stated that I would contact my attorney general's office. A call to Vonage today resulted in my number transfer happenning tomorrow on March 3rd. We'll see if it happens.

Posts: 33 · Posted: Wed Mar 02, 2005 5:48 pm Post subject:

Got a response. Boy, I could have won some BIG money if someone had taken my bet. Here's the pathetic email response:

Quote:

From : Vonage DigitalVoice Customer Care <numbertransfer@vonage.com>
Subject : Callback From Supervisor on LNP issue

We would like to apologize for the delay. At this time we are researching with the carrier to complete your transfer. As soon as we can obtain a transfer date from the carrier we will contact you immediately.

Sincerely,
LNP Coordinator
866-496-6359

Amazing. After everything above, I still get this crap. It's like they're robots who have been programmed with certain responses, but can't even begin to think enough to READ THE TICKET. If they did, we might not have to go around in circles like this constantly. Here's my response:

Quote:

I have heard this same response dozens of times. You have continued to send the same electronic requests to the carrier for EIGHT MONTHS, and it has not helped. Please CALL THE CARRIER and work the problem rather than continuing to use a hammer on a screw... and wondering why it doesn't work.

Waiting for real action,
Andrew

Posts: 33 · Posted: Wed Mar 02, 2005 6:41 pm Post subject:

Just called the Number Transfer Dept again at 866-496-6359 and waited for 20 minutes (better than usual). I told the rep I'd received another non-message. I explained the situation (again) and asked to talk to someone who could actually CALL the carrier and work the problem.

"That would be someone in our LNP department," he said.

"Didn't I call the LNP department? Your hold message said this is the Number Transfer Dept," I said.

"No, they don't have a direct number, and they go home at 5pm," he said. I was an hour and a half late. "But I'll send a message to them."

"I want an actual phone call, not another message."

"Okay. I typed that in caps," he said.

So what are the chances I actually get a phone call tomorrow from someone who can actually do anything but tell me they're working on it? IMO, slim to none. Frankly, I'll be amazed if I get an actual phone call at all.

Posts: 67 · Full Forum Member Joined: Feb 08, 2005 Posts: 67

i hate to say it, but i think your chances of getting the phone call are somewhere below zero. rebus had a post in the regular Vonage forum on how he finally got action. don't know, but it might work for you.

Posts: 67 · Full Forum Member Joined: Feb 08, 2005 Posts: 67

drew, just had an idea, maybe one you already had. remember that 866 number to XO you tried earlier? How about if during the day tomorrow, you call the LNP department. If you get someone you think is halfway decent, give him/her the XO number, and ask to be put on hold while he or she calls XO and maybe they can work something out between those two. hopefully you won't get something lame like "i'm not allowed to do that".