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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
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cblakeman
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 07, 2006
Posts: 10

PostPosted: Sat Jan 07, 2006 8:14 pm    Post subject: Not long, just incredibly screwed up - no service at all!!!! Reply with quote Back to top

1) You ported my number last Tuesday, Jan. 2, five days before you even sent me the router to use your service. This was confirmed by McKinsey in your Transfer Dept., Phone ID # 22789. She called the number and received a Vonage voicemail box. I also have been receiving Vonage emails telling me their is voicemail in a voicemail box somewhere.
2) I did not receive the router until Saturday, January 7, five days after you turned my service off with Qwest and ported the number. Why would you port the number before you give me a way to acces my Vonage service?
3) The router arrived inoperable - would not turn on. Tried it in a number of working outlets where other appliances worked fine. How hard is it to test hardware before you send it out?
4) Was told by your India call center that I would get another router next week. No apology, no empathy for the situation, no acknowledgement of the trouble it has caused us to be without phone service for five days, simple - "You'll get a replacement router next week." How can this be considered even reasonable customer service?
5) They finally told me it would Wednesday of next week before I got the replacement router. I had to talk to three different people before I got someone to agree to ship it for arrival on Monday (I have no confidence this will actually happen - I get the feeling I was just being appeased). Why wouldn't someone offer over-nite service to begin with when you've already caused me so much trouble as a brand new customer?
6) I received an email telling me to return the broken router on my own shipping dollar. You've got to be kidding!! I shouldn't even have to leave my house to do this (you should have UPS or DHL pick it up here), let alone have to pay to return the defective device!!
7) We haven't been able to receive an incoming call since 1/2/06. Qwest and Vonage have both confirmed Vonage ported the number too early (Qwest still has us as a customer through Monday of next week). Your system even today does not show the number as ported, but I have had three different Vonage employees (and two Qwest employees) call the number and they all agree it is going directly to a Vonage voicemail box. My wife has her business in the home - how much busines has she lost in the last week? What other critical calls have not come to us during that time?
Cool According to McKinsey, Phone ID 22789 in your Transfer Dept. in New Jersey, the Vonage system still shows 303-470-1662 as not having been ported (even though it goes directly to a Vonage mailbox - how is that possible??). Since the system still shows this as not having been ported, I requested that McKinsey submit a "stop-order" to void the transfer so I could restore my existing service while we sort this out. She put me on hold over an hour ago to do the "stop-order" and provide a stop-order confirmation #, and I am still on hold 2 hour and 25 minutes into the call (6:04PM MT - I have a call-time on the phone). Why would she put me on hold for over an hour and not come back on the line? Is she trying to get me to hang up so she doesn't have to complete the stop-order? What kind of customer service is this?
9) Is this how you treat new customers?
Cry
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sparky3000
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Joined: Jan 12, 2006
Posts: 6
Location: Pottstown,PA

PostPosted: Sat Jan 14, 2006 3:12 pm    Post subject: I have a customer in Wescosville, PA Reply with quote Back to top

My customer has a total of 5 lines 4 voice + 1 Fax

We started the process for all 5 numbers in late november 2005 and as of 1/13/06 we have 1 number transferred and waiting on 4. the first number went pretty quick about 3 weeks Very Happy but we are waiting on verizon and Vonage to get this mess straightened out. Evil or Very Mad
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dewd
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Joined: Jan 03, 2006
Posts: 10

PostPosted: Thu Jan 19, 2006 1:26 pm    Post subject: Reply with quote Back to top

December 31, 2005 Awaiting Letter of Authorization
January 4, 2006 Letter of Authorization (LOA) Received
January 4, 2006 Transfer Sent to Carrier
January 17, 2006 Carrier Approved Transfer
January 18, 2006 Completed LNP Transfer

No problems even with my DSL (converted to dry loop).

This is my second line. Vonage gave me a virtual number to use until my transfer was complete. How long before that number is removed after transfer?
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Noctumluvr
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Joined: Jan 20, 2006
Posts: 4

PostPosted: Sun Jan 22, 2006 11:54 pm    Post subject: Reply with quote Back to top

January 8, 2006 Awaiting Letter of Authorization
January 9, 2006 Letter of Authorization (LOA) Received
January 9, 2006 Transfer Sent to Carrier
January 19, 2006 Carrier Approved Transfer
January 20, 2006 Completed LNP Transfer

Fast in Fort Wayne, IN
They ported faster than I got the emails from Vonage saying they were about to port.
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MarleyX
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Joined: Feb 10, 2005
Posts: 82
Location: Fort Myers, FL

PostPosted: Tue Jan 24, 2006 6:08 am    Post subject: Reply with quote Back to top

December 14, 2005 Awaiting Letter of Authorization
December 14, 2005 Letter of Authorization (LOA) Received
December 14, 2005 Transfer Sent to Carrier


Still waiting for Verizon to release the line.
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Jezebel
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Joined: Jan 27, 2006
Posts: 1

PostPosted: Fri Jan 27, 2006 10:41 am    Post subject: Reply with quote Back to top

January 8, 2006 Awaiting Letter of Authorization
January 9, 2006 Letter of Authorization (LOA) Received
January 9, 2006 Transfer Sent to Carrier


It's now January 27th.

They say it will be done by Feb 2nd, yeah right!
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whrzmud
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Joined: Jan 30, 2006
Posts: 3

PostPosted: Mon Jan 30, 2006 3:12 pm    Post subject: Reply with quote Back to top

sinanju wrote:
I sent a complaint on Verizon to the FCC, referencing this thread (Form 475 for anyone interested -- its online at www.fcc.gov). The FCC FAQ on LNP (wow, thats a lot of acronyms) states that wireless porting should take a few hours and, while there is no timeframe specified for land line porting, it is reasonable to expect a few days. 6 weeks is out of control. Durandul's experience seems to be the exception rather than the rule.


it's not verison's fault it is vonage's fault

take a read at this thread:
http://www.vonage-forum.com/ftopic3933.html

I’ve been attempting to have my number ported from Vonage back to SBC for 3 months now. Vonage is slow at this because they use a 3rd party called Focal Communications to handle the transfers. one of the biggest issue I’ve had with Vonage is this delay and the *EXTREMELY* long hold times and delays in responses to e-mails. 9 times out of 10 I cant even reach a representative on the phone as I’m told to “try back later”. the other is i have more "down time" than i have up time and the tech support could care less. i have better up time if i used a string and 2 cans as my phone.

Anyways, Vonage has told me multiple times that SBC rejected my request to transfer the number. First Vonage said it was due to a typo on my SSN, then an issue with my SBC account number. I know I provided them accurately because I have the forms I faxed in and e-mails I sent here in front of me, but I went along with it and resubmited the information each time. I recieved multiple e-mails telling me my transfer was accepted and that I would be good to go in less than 24 hours. Each time they needed some other information.

Over the weekend I spoke with SBC and asked as to the status of the number transfer. And guess what? They told me everything is perfect on their end.

Finally today I was able to convince Vonage to hang on the line while I conferenced SBC so they could hash their stories out over the phone and find out what was actually happened. The conclusion the three of us came to is: SBC requested the transfer over a 2 months ago, Vonage never got back to them.

One interesting thing is the difference in the quality of service you can find at both companies. I’ve found reps at Vonage to be inept, uninterested and down right rude. Today Vonage was the one in a pissy mood and seemed very unhelpful. Rachel @ SBC on the other hand decided to take the time to show this Vonage rep a thing or two about customer care. Any time there was a delay she’d ask how my day was, how the weather was, etc. The Vonage guy would say nothing and disappear for 10 - 20 min without even putting me on hold. Hopefully he’ll learn from the SBC gal.

Moral of the story: Vonage customer service ****.
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whrzmud
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Joined: Jan 30, 2006
Posts: 3

PostPosted: Mon Jan 30, 2006 3:15 pm    Post subject: Re: Not long, just incredibly screwed up - no service at all Reply with quote Back to top

cblakeman wrote:
1) You ported my number last Tuesday, Jan. 2, five days before you even sent me the router to use your service. This was confirmed by McKinsey in your Transfer Dept., Phone ID # 22789. She called the number and received a Vonage voicemail box. I also have been receiving Vonage emails telling me their is voicemail in a voicemail box somewhere.
2) I did not receive the router until Saturday, January 7, five days after you turned my service off with Qwest and ported the number. Why would you port the number before you give me a way to acces my Vonage service?
3) The router arrived inoperable - would not turn on. Tried it in a number of working outlets where other appliances worked fine. How hard is it to test hardware before you send it out?
4) Was told by your India call center that I would get another router next week. No apology, no empathy for the situation, no acknowledgement of the trouble it has caused us to be without phone service for five days, simple - "You'll get a replacement router next week." How can this be considered even reasonable customer service?
5) They finally told me it would Wednesday of next week before I got the replacement router. I had to talk to three different people before I got someone to agree to ship it for arrival on Monday (I have no confidence this will actually happen - I get the feeling I was just being appeased). Why wouldn't someone offer over-nite service to begin with when you've already caused me so much trouble as a brand new customer?
6) I received an email telling me to return the broken router on my own shipping dollar. You've got to be kidding!! I shouldn't even have to leave my house to do this (you should have UPS or DHL pick it up here), let alone have to pay to return the defective device!!
7) We haven't been able to receive an incoming call since 1/2/06. Qwest and Vonage have both confirmed Vonage ported the number too early (Qwest still has us as a customer through Monday of next week). Your system even today does not show the number as ported, but I have had three different Vonage employees (and two Qwest employees) call the number and they all agree it is going directly to a Vonage voicemail box. My wife has her business in the home - how much busines has she lost in the last week? What other critical calls have not come to us during that time?
Cool According to McKinsey, Phone ID 22789 in your Transfer Dept. in New Jersey, the Vonage system still shows 303-470-1662 as not having been ported (even though it goes directly to a Vonage mailbox - how is that possible??). Since the system still shows this as not having been ported, I requested that McKinsey submit a "stop-order" to void the transfer so I could restore my existing service while we sort this out. She put me on hold over an hour ago to do the "stop-order" and provide a stop-order confirmation #, and I am still on hold 2 hour and 25 minutes into the call (6:04PM MT - I have a call-time on the phone). Why would she put me on hold for over an hour and not come back on the line? Is she trying to get me to hang up so she doesn't have to complete the stop-order? What kind of customer service is this?
9) Is this how you treat new customers?
Cry


this exact same thing happened to me as well, thats is why i am leaveing Vonage and going back to SBC, but forking Vonage won't release my #
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BobbyMac
New Forum Member
New Forum Member


Joined: Feb 12, 2006
Posts: 5

PostPosted: Sun Feb 12, 2006 12:54 am    Post subject: Reply with quote Back to top

Verizon in Sarasota Florida

Ordered Vonage on 1/31/06
Ordered second number on 2/02/06
First number ported on 2/7/06
Second number ported on 2/9/06
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sparky3000
New Forum Member
New Forum Member


Joined: Jan 12, 2006
Posts: 6
Location: Pottstown,PA

PostPosted: Sun Feb 12, 2006 1:39 am    Post subject: Re: I have a customer in Wescosville, PA (UPDATE!!!!) Reply with quote Back to top

sparky3000 wrote:
My customer has a total of 5 lines 4 voice + 1 Fax

We started the process for all 5 numbers in late november 2005 and as of 1/13/06 we have 1 number transferred and waiting on 4. the first number went pretty quick about 3 weeks Very Happy but we are waiting on verizon and Vonage to get this mess straightened out. Evil or Very Mad


2/12/06 I have an update....Please let me know if anyone else has had this problem. As I am tempted to contact the P.U.C.

We talked to Vonage today and they told us that the rest of the LOA requests were returned because of the wrong account number, Verizon uses the primary number as the account number.
So when the first LOA was completed, that was on the primary line, so that meant that the Verizon account number changed when they completed the LOA, thus kicking back all the other requests for wrong account number. So now Vonage has to resubmit the 4 LOA requests with the new account number. I just wonder if this is going to happen again every time a number is ported.
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