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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
Author Message
drewmie
Vonage Forum Junior
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Joined: Feb 08, 2005
Posts: 33
Location: Utah, USA

PostPosted: Fri Mar 11, 2005 12:08 pm    Post subject: Reply with quote Back to top

Oh brother! Even getting a simple number requires pulling teeth! Here's the email I got:
Quote:
From : Vonage Customer Care <customercare@vonage.com>
Subject : [vonage.com #142xxxx] Automated Response: Other: PON from Transfer Request

Thank you for contacting Customer Care,

If you are experiencing an issue with your service here are lists of online resources that may be helpful in resolving your issue.

1. Always check the Dashboard in your web account for Service Announcements. Service Announcements are located on the right-hand side of your Dashboard screen. The Dashboard also gives you the ability to manage your Vonage account online. Everything from updating your address, credit card information, adding additional lines and activating new features can be updated through your web account.

To learn more about the Dashboard visit the link below.
http://www.vonage.com/features.php?feature=online_account_mgt

2. Reboot your phone adapter and your network. Rebooting the phone adapter and your network may resolve service issues such as no dial tone and Caller ID.

For more information how to properly reboot your phone adapter and network visit the link below.
http://www.vonage.com/help_knowledgeBase_article.php?article=386

3. For troubleshooting tips, see the Installation and Troubleshooting Guide inside of your Vonage Welcome Kit. The Vonage Welcome Kit includes step-by-step instructions for installation and troubleshooting. Troubleshooting tips and guides can also be found online at the link below.
http://www.vonage.com/help_knowledgeBase_index.html?category=47

For more help, check out the Help section on the Vonage Website at http://www.vonage.com/help.php. There you'll find new sections on installation support (http://www.vonage.com/help_knowledgeBase_index.html?category=45), troubleshooting help in our Learning Center (http://www.vonage.com/help_knowledgeBase_index.html) and information and answers to questions in our frequently asked questions section (http://www.vonage.com/help_faqs.php).

If you need additional information check out our Learning Center at http://www.vonage.com/help.php If you require further assistance, reply to this email by clicking on the reply button on your email program. Once we receive your reply a ticket will be opened so that we may further assist you.

Thanks again for contacting us.

Regards,
Vonage Customer Care
Sheesh! Like pulling teeth! Amazing that such a long email can be so completely unhelpful, when all I need is a little number. Here's my response:
Quote:
All I need is a PON number. My number transfer to Vonage completed on 3/9/05. Please email to me my Purchase Order Number (PON) from my transfer request so I can provide it to my old provider as proof that my number has transferred. Thank you.
BTW, I would suggest that "Transfer Request PON" be added to the choices on the "Contact" form since the help system specifically mentions contacting Vonage for it. Ideally, they'd just automatically put the number on your "Existing Phone Number Transfer Status" page.
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danielsims
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Joined: Mar 09, 2005
Posts: 2

PostPosted: Fri Mar 11, 2005 12:56 pm    Post subject: Reply with quote Back to top

It seems like Drew is becoming popular. I was making my dead end phone calls to Vonage asking why my phone number is taking so long to get transferred. the customer service rep. informed me that he has seen some numbers take over 8 months (wonder who he is talking about). I have only been waiting since november. I found his suggestion somewhat amusing. He told me that I could just use the number they issued me. As if it is that easy to just start using a new number after i have had the number I been trying to transfer for six years.
I do appreciate the tips that i have received from this forum. I called the number transfer department today. a number I would not have been able to get otherwise.
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sulring
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Joined: Mar 05, 2005
Posts: 4

PostPosted: Sat Mar 12, 2005 8:19 pm    Post subject: # Transfer Reply with quote Back to top

Drew,

I am so glad you are recording all of the innane e-mails. Like you, I have been waiting for months and months (since September 2004). I have talked with Vonage and McLeod USA more times than I care to report.


I have spent long periods of time on the phone with both parties attempting to figure out what is really going on.

McLeod USA keeps finding small errors in my name and address that is submitted from Vonage. For Example:

City name variations and misspellings
Street name variations
Adding the word "City" to my city name

The list is long. Either Vonage is unbelievably incompetent or McLeod USA is intentionally and fradulently tampering with requests to ensure that the LNP transfers fail.

I wish that Vonage would work with their customers a little bit more directly to see if we can pin down carriers that are playing games like this but they are almost ridiculously circumspect about their business process.

McLeod USA, on the other hand, is adamant that Vonage is submitting the transfer forms with a different error every time, however, I am skeptical, the errors are beginning to repeat.

Question

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SaltAquatics
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 18, 2005
Posts: 126
Location: Portland, OR

PostPosted: Sat Mar 12, 2005 10:37 pm    Post subject: Reply with quote Back to top

I asked a freind of mine, who just happens to just have quit from McLeod USA and she stated that it is a FACT, that McLeod does not like to lose customers by way of porting out.... Thats all ill say, but you should really dig deep.

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drewmie
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 08, 2005
Posts: 33
Location: Utah, USA

PostPosted: Wed Mar 16, 2005 1:01 pm    Post subject: Reply with quote Back to top

Just got a new email about my request:
Quote:
From : Vonage DigitalVoice Customer Care <customercare@vonage.com>
Subject : [vonage.com #14xxxxx] Other: PON from Transfer Request

Dear Drew,

Thank you for contacting customer care.

In response to your email, we do not have PON numbers for LNP's. We
only have them for actual orders that are shipped or new plan
activations and features. I apologize that we can only offer you a
ticket number at this time.

Thank you for being a valued customer of the Vonage family..

Sincerely,
Hayley Fredman
Customer Care
Trouble is, this completely goes against their FAQ that I quoted before:
Quote:
Another reason you may be billed after your number transferred is that your old provider may not have fully completed the transfer on their end. This means that your number still remains active somewhere internally at your old provider even though it is working with Vonage. The best way to fix this problem is to provide a Purchase Order Number (PON) from your transfer request to your old provider to show as proof that your number had transferred. You can obtain this number by contacting Vonage Customer Care.
In other words, they don't have a clue. At Vonage, the left hand has no idea what the right hand is doing. It amazes me that I'm only one person, and yet I've uncovered so many examples of how badly managed Vonage is.

Luckily, my old phone line is now inactive, so I won't pursue the matter. But if it had stayed on, I shiver to think how long it would have taken to get a number transfer PON.
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drewmie
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 08, 2005
Posts: 33
Location: Utah, USA

PostPosted: Fri Mar 18, 2005 12:33 pm    Post subject: Reply with quote Back to top

Another update: The private message I sent weeks ago to ssantana asking for a status update is still in my Outbox. Sheesh. Even if he fell of a cliff, any reasonable company would have another rep read his messages.
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drewmie
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 08, 2005
Posts: 33
Location: Utah, USA

PostPosted: Mon May 16, 2005 3:01 pm    Post subject: Reply with quote Back to top

Update: After two months of having my phone number and calls exclusively through Vonage, I have been extremely happy. I haven't had any of the problems commonly associated with other Voip carriers. Calls are clear and consistent. I plan to continue to praise Vonage for their excellent phone service, but strongly warn about their scary customer service.
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Hayleysmom21
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Joined: Jun 14, 2005
Posts: 3

PostPosted: Tue Jun 14, 2005 9:48 pm    Post subject: Reply with quote Back to top

I'm thinking about using Vonage for a phone company. Is it a good company or are there a lot of problems with it? I would really like truthful answers. Thanks:)
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dconnor
Site Admin
Site Admin


Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Tue Jun 14, 2005 10:50 pm    Post subject: Reply with quote Back to top

Hayleysmom21 wrote:
I'm thinking about using Vonage for a phone company. Is it a good company or are there a lot of problems with it? I would really like truthful answers. Thanks:)


You posted a question which is off topic for this thread, but I would still like to answer with the above.

Major outages? Yes, maybe two in 4 years. Never longer than 45 minutes.

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Hayleysmom21
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Joined: Jun 14, 2005
Posts: 3

PostPosted: Wed Jun 15, 2005 12:14 am    Post subject: Reply with quote Back to top

I was asking because this seemed like a forum subject that people could be honest with me. I heard a lot about the phone number transfer, but I wasn't sure about the actual phone service itself. Also, if you're computer is out of service, but you still have the cable modem, can you still use your phone? Another question I have is can you be on the phone and online at the same time? Just a few questions, but thanks for the reply...I wasn't sure I was going to get one:)
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