8 Month LNP Horror Story

Posts: 33 · Posted: Tue Feb 08, 2005 5:54 pm Post subject: 8 Month LNP Horror Story

I signed up with Vonage and sent my number transfer authorization July 10, 2004. Then, I waited........... and waited. Every month I'd call, and every month they'd say, "Sorry for the wait" and credit me the monthly fee. And of course, they consistently refused to give me ANY information about who was holding it up.

I even signed up two people during this period, and both their numbers transferred. Meantime of course, I'm still paying for my old line. I even tried calling my phone carrier Vartec. They were clueless, and had no record of any pending transfer.

Then in late November 2004, after four and a half months, my account was suddenly CANCELLED! No warning, no email, and no signal on my Vonage phone. I called them up, and it turns out they accidentally cancelled my account along with a bunch of others that a guy with multiple accounts closed. He sent in a list, and they just cancelled them without even double-checking the accounts' owners!

But did they re-open my account? NO! They put all kinds of charges and credits on my credit card and opened a whole new account. And naturally, I had to re-fax the transfer authorization and start all over again. Five weeks after I re-faxed, on January 14, 2005, I got the emails telling me the transfer was complete.

Done, right? Not by a longshot. I still get incoming calls through my old phone, and none through Vonage. My account shows as "Completed LNP Transfer," but nothing has changed.

So naturally, I've been calling Vonage constantly. Either their 866-243-4357 customer service gave me a busy signal (after all the auto-menus), or I would wait 45 minutes to 1 hour before reaching anyone. But even worse was the COMPLETE lack of record keeping. Every time I'd call, it was a new issue. The tech was always surprised at my situation, which I had to explain anew every time. They'd promise to "get back to me" and "escalate the ticket," but the ticket would be closed without any work done. They'd just look at my account and figure "Oh it's done, problem solved." No escalation, no research, no call back, no email.

Eventually, I started insisting on talking to somebody in the number transfer department. The rep said they couldn't do that without having me talk to their supervisor first. But after ANOTHER 15 minutes on hold, he told me that "no supervisors are available, but I'll make sure a supervisor calls you." Right. When pigs fly. Naturally, I never got the call, so I called back and demanded a supervisor. When I got one, I asked to be put in touch with the number transfer department. After insisting for 15 minutes, he finally put me through.

The number transfer department at 866-496-6359 (which doesn't make you hold for a year) gave me more information. XO Communications had notified Vonage that the number transfer was complete. However, the number still shows as being held by Qwest (our original phone company). To check, go to the following website and put in your phone number. It shows who currently holds your number:

http://www.attwireless.com/lnp/check_eligibility.jhtml

So currently, the number transfer department is trying to get information out of XO Communications which facilitates the transfer. But will they call them? Nope. It's all done electronically. Apparently, only their department supervisor or manager ever calls XO. But have they done it for me yet? Nope. More waiting game.

What amazes me is that they refuse to follow up promptly AND refuse to give me the information I need to follow up myself. For heaven's sake, pick one! In addition, I STILL have to explain the situation every time. Either their support system stinks, or their people don't know how to use it (I'm betting on the latter).

So there it is. After SEVEN MONTHS, I'm still waiting. Only now I'm calling the number transfer department every other day. I'm always respectful and patient, but I'm also VERY persistent. I take comfort in the scripture of the widow and the unjust judge. Eventually, they'll get sick of me and actually do something.

Posts: 62 · Posted: Tue Feb 08, 2005 6:07 pm Post subject:

Please send me a message regarding this issue. I do apologize for the inconvenience. This is not standard Vonage business practice and I will make it my business to have this resolved for you. (Please include your account information)

Sincerely,

Stephen Santana

Posts: 1424 · Posted: Tue Feb 08, 2005 6:10 pm Post subject:

A) Your story makes me feel better about my 3 month wait. Thanks! Very Happy

B) Cool link. Thumbs Up

and
3) I think what you have stumbled into is a clear case of sometimes it is easier to worry about the 97% of all customers without strange problems and take a hit on your customer satisfaction than spend 25% of your time on the 3% who have odd situations. I have seen this personally working for rapidly growing companies whose policies and procedures, not to mention staffing, do not keep pace with customer growth.

People have reported success complaining to their State utility regulator about their LNP issues. Just remember not to complain about Vonage, just Quest and XO. Vonage is merely a customer in the transaction and has no standing with the regulators.

Posts: 12 · Vonage Forum Associate Joined: Feb 23, 2005 Posts: 12

Drewmie,
Please post here and tell us if your problem was solved. Those of us who have (only) been waiting a month or so need to know if thre is any hope for us! Lol

Posts: 93 · Vonage Forum Senior Joined: Feb 01, 2005 Posts: 93

When I joined Vonage, I was told 20 business days to trnafer number. But after reading story about transfer number, I was worreid. I was calling almost everyday to Vonage. finally my number was transfer on 18 business days....... In short, trust vonage..........

I love Vonage

Posts: 33 · Posted: Wed Feb 23, 2005 6:03 pm Post subject:

Update: I've had multiple emails from Vonage telling me that my issue has been "escalated." I've also heard the same thing from multiple phone support people. However, nothing has changed. To my knowledge, nobody has actually called XO Communications and worked out the problem. They keep sending "escalations" and "electronic requests." And they keep crediting me the monthly fee.

Meanwhile, nothing changes. I still get all incoming calls through my old phone line (which I pay twice as much for). The problem isn't with the support people. They all seem to be trying to "escalate" my issue and keep telling me that managers will be dealing with it. But as of yet, the only thing these managers have done is re-send transfer requests (according to the emails they've sent me). None of them considers it worth their time to call XO Communications and get it done.

Still waiting...

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

before i abandoned my lnp, i did a couple email go-rounds with XO and got this phone number. I didn't use it, because like i said, i abandoned it, but you're welcome to try it.

let us know how it works!

Quote below
---------------------------------------------
Dear Michael,

Thank you for contacting XO Communications. I sincerely apologize for the delayed response.

I have forwarded your original request to the XO Complex orders department, as they are the only ones that deal with Vonage accounts. You should receive a response shortly. If you would like to call directly the number is 866-295-9696.
--------------------------------------------------

Posts: 28 · Vonage Forum Junior Joined: Feb 04, 2005 Posts: 28

drewmie wrote:

Update: I've had multiple emails from Vonage telling me that my issue has been "escalated." I've also heard the same thing from multiple phone support people. However, nothing has changed. To my knowledge, nobody has actually called XO Communications and worked out the problem. They keep sending "escalations" and "electronic requests." And they keep crediting me the monthly fee.

Meanwhile, nothing changes. I still get all incoming calls through my old phone line (which I pay twice as much for). The problem isn't with the support people. They all seem to be trying to "escalate" my issue and keep telling me that managers will be dealing with it. But as of yet, the only thing these managers have done is re-send transfer requests (according to the emails they've sent me). None of them considers it worth their time to call XO Communications and get it done.

Still waiting...

Yikes, what a rough road they've had you travel. Completely unacceptable, ... but you know all that.

I hope you're able to get it worked out, despite that damage-done.

Posts: 33 · Posted: Thu Feb 24, 2005 12:46 pm Post subject:

mikedief, thanks for the number. Unfortunately, I called XO at 866-295-9696, 4 and they told me they couldn't help me because they can only discuss transfers with Vonage due to confidentiality issues. I asked what Vonage should be doing. She said they process transfer requests daily, so my situation just shouldn't happen (however, I'm skeptical of that because it wouldn't take 20 days if that were accurate). She said Vonage should be opening a "trouble ticket" with XO. I don't know if they've done that or not.

So in summary:
Vartec says I have to talk to Vonage.
XO Communications says I have to talk to Vonage.
Vonage says it's XO or Vartec's fault.

It's like trying to fix something through Soviet bureaucracy, except they haven't made anyone disappear for complaining too much... yet. Wink

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

drewmie wrote:

mikedief, thanks for the number. Unfortunately, I called XO at 866-295-9696, 4 and they told me they couldn't help me because they can only discuss transfers with Vonage due to confidentiality issues. I asked what Vonage should be doing. She said they process transfer requests daily, so my situation just shouldn't happen (however, I'm skeptical of that because it wouldn't take 20 days if that were accurate). She said Vonage should be opening a "trouble ticket" with XO. I don't know if they've done that or not.

So in summary:
Vartec says I have to talk to Vonage.
XO Communications says I have to talk to Vonage.
Vonage says it's XO or Vartec's fault.

It's like trying to fix something through Soviet bureaucracy, except they haven't made anyone disappear for complaining too much... yet. Wink

sorry about that drewmie, i was hoping that would work, at least it was worth a try. yeah, the whole lnp thing can be a goatrope sometimes. that's why i gave up and got a new number. i don't have a business or anything so i had the luxury of being able to start with a new number.