Verizon Customers - How long did it take to transfer your #?

Posts: 4 · New Forum Member Joined: Mar 20, 2005 Posts: 4

Updated Date: Number Transfer Progress History:
June 8, 2004 Awaiting Letter of Authorization
September 7, 2004 Letter of Authorization (LOA) Received
September 7, 2004 Transfer Sent to Carrier

Still waiting.

Excuse after excuse and nothing. Threatening to do it this Friday, 3/25. If they don't I'm moving to AT&T where I have a box sitting here just waiting to be opened. AT&T can get it done in 10 days.

Posts: 84 · Posted: Sun Mar 20, 2005 1:48 pm Post subject:

It isn't Vonage holding it up, its Verizon. Mine took 5 weeks, I have heard less, and alot more for Verizon. They are sitting on a backlog. Something else is wrong with this wait time. call them and ask questions. Why the 3 month wait for them to receive the LOA? They got mine the next day via fax. If it was not you that delays that, you should have called Vonage right away and ask if they received it , and why was it not updated on the status page. Sounds like a classic Verizon not having any need or desire to lose another customer story.
Good luck

Posts: 2 · New Forum Member Joined: Mar 17, 2005 Posts: 2

RE: LNP in NC with Verizon

july 7th first submitted

july 12th - 4th attempt at submission "received" by Vonage.

august 12th - Vonage admits they never submitted my transfer.

september 12th - Number still not transferred. I file an FCC complaint

September 15th - Vonage sends me an unsolicited e-mail saying they won't charge me until the LNP goes through (I assume they got my fcc complaint).

October 1st - Verizon letter states they never received LNP request

October 8th - told the transfer will happen 10/12; transfer actually happens the same day (10/ Cool

.

These are the highlights. there were at least 20 other e-mails and/or calls.

Good Luck

Hal

Posts: 4 · New Forum Member Joined: Mar 20, 2005 Posts: 4

From my perspective, whether it's your original carrier or if it is Vonage's agent that is at fault, it doesn't matter. Vonage is getting business on TWO major important selling points:

1. Low price for all you can eat calling to North America
2. In most areas you can transfer your number

Point number 1 they've succeeded. They do a pretty good job in getting that done.

Point number 2 is where they fall down. Yeah, it's great that I haven't paid Vonage in all this time but I still don't have my number transferred. I contacted Verizon to see if there was any problem and they informed me that there wasn't and invited me to get Vonage on the line for a three way conference to get it done on the spot. Of course, Paetec doesn't take calls because they are so "busy" handling requests and I can understand that. When they can't get it done through thier normal process then their exception/escalation process has to kick in and that's where Vonage and Paetec fail miserably. There is no exception process that works and I hold Vonage responsible for not being able to get the correct information back to the end-user/customer so there is an understanding to the delays. I'd be much more comfortable having an understanding to the reason why as opposed to the vague and ambiguous updates that mean nothing to me or Vonage customer service when they read it. It's garbage, the whole process should come under review.

Again, Vonage has until this Friday 3/25 to get it or get out.

Posts: 126 · Posted: Sun Mar 20, 2005 6:02 pm Post subject:

It is in fact Vonage's (or whoever is handling the port process) issues on behalf of the porting. Verizon for the most part has gotten their crap together and ports out the numbers as quickly as possible. All those of you waiting for "replies" to your emails from Vonage, DON'T hold your breath. It won't happen, and if it does, you were VERY lucky. My number didn't really take that long (if you think more than25 business days isnt that long) to port. (Even though most landlines carriers can port within a week). Hopefully with this new system Vonage has undertaken, maybe it will be a lot quicker for all the new folks coming on board to Vonage. Keep pushing at the Transfer dept. at Vonage. Hell call Paetec or XO, or whoever handles your port EVERY single day, just to get them going on it even if they say that cant talk to you about it. Yeah its bothersome, but hey, its bothersome to not have your number ported after waiting several months. I cant imagine 8... I would have gone to New Jersey by that time and showed up at their door... lol Mad

Posts: 4 · Posted: Mon Mar 21, 2005 11:54 am Post subject:

January 5, 2005 Awaiting Letter of Authorization
February 8, 2005 Letter of Authorization (LOA) Received
February 8, 2005 Transfer Sent to Carrier

Nothing since then. So far, I'm at 29 business days.

I've called Verizon, and they said that there is nothing on their end that is holding up the transfer.

I called Vonage and got a busy signal. Then I called Vonage and got a busy signal. And then I called Vonage and got a busy signal. Oh, and then I called Vonage and got a busy signal. Oh wait! Then I called Vonage and got a busy signal.

What is the secret to actually getting Vonage Help when you call 1-866-VONAGE-HELP? Rolling Eyes

Posts: 84 · Posted: Mon Mar 21, 2005 5:31 pm Post subject:

On the Vonage dashboard, it did state that the customer service lines would be down due to a customer service upgrade, thus the busy signals. I hope for those that have had lousy customer service it upgrades what they had for customer service. I personally have had great customer service from Vonage, no busy signals, no long wait times. Just pleasant experiences.
Jim

Posts: 19 · Vonage Forum Associate Joined: Mar 07, 2005 Posts: 19

from Verizon PA 610-250....10 days from LOA to DOA on the telco end

Posts: 1 · New Forum Member Joined: Mar 22, 2005 Posts: 1

Updated Date: Number Transfer Progress History:
January 25, 2005 Awaiting Letter of Authorization
January 26, 2005 Letter of Authorization (LOA) Received
January 26, 2005 Transfer Sent to Carrier

Still Waiting in St. Louis. Any suggestions would be appreciated.

Posts: 40 · Posted: Thu Mar 24, 2005 10:07 am Post subject: Business day 20 today!!!

Well, today is business day 20, but I'm not really expecting much after reading all the lnp story's with Verizon. I see a lucky few have gotten it done within the 20, but I never win anything, so I gues I'll be starting my phone calls soon.
Question....How hard is it to get Vonage to credit your account until the port takes place? Do you have to threaten cancelling or just ask and they say okay?