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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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rebus
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Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Wed Feb 16, 2005 7:26 pm    Post subject: Telco may NOT be to blame for incomplete LNPs Reply with quote Back to top

A few days ago I called Vonage about two LNPs which are still incomplete. One is from early 1/2005, the other dates all the way back to 11/2004.

Vonage's story: LOA's have been submitted to the carrier, and they're just waiting on the response.

Verizon's story: After fully researching the issue, they find no record of any LNP request for either number. They also claim XO, the agent Vonage uses in our area, is notorious for sitting on huge backlogs of unsubmitted requests.

So it's a classic case of he-said, she-said. I've filed complaints for each number with the state's PUC, but who knows how long that process will take.

So for all of you waiting on LNPs, it actually might NOT be the local telco at fault (even though we all love to blame them because they're so easy to hate).

 
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egeller624
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Joined: Jan 25, 2005
Posts: 81
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PostPosted: Wed Feb 16, 2005 7:35 pm    Post subject: Reply with quote Back to top

I'm curious about something... I know Vonage uses any one of a handful of third party companies (like XO Communications) to handle the LNPs. Is there any way to know which company is handling my request? Do they serve specific geographic areas? Just curious. My LNP is currently at business day 12 so I'm not anywhere close to being in a position to complain or request info of anyone... I'll wait a few weeks for that. Just curious if there is a way to know which company is handling a particular LNP.

Thanks.

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rebus
Vonage Forum Evangelist
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Joined: Dec 04, 2004
Posts: 448
Location: Tampa Bay

PostPosted: Wed Feb 16, 2005 10:26 pm    Post subject: Reply with quote Back to top

egeller624 wrote:
I'm curious about something... I know Vonage uses any one of a handful of third party companies (like XO Communications) to handle the LNPs. Is there any way to know which company is handling my request?

I don't know how you'd find out, aside from asking Vonage. I suspected XO because they're the ones who own the block of numbers that my temporary number was assigned from-- so I figured it was likely they are the local carrier for Vonage. When I phoned Vonage to check LNP status, the tech confirmed it was XO in the middle.

It's fashionable to hate the phone company so I was hoping it was Verizon at fault, but at this point it looks like they, along with Vonge, may not be to blame. (well, except that Vonage may have partnered with a company that can't fulfill its responsibility adequately, if what Verizon said is true)

 
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moredelays
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Joined: Feb 16, 2005
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PostPosted: Thu Feb 17, 2005 11:00 am    Post subject: phone transfer problems Reply with quote Back to top

Vonage is having many problems with phone number transfers. When I've finally reached knowledgeable customer services reps (afer much waiting, disconnected calls and hang ups from rude customer service reps), they have admitted that they are overwhelmed with work and that it is their vendor's fault that number transfers are taking so long.

They've also admitted that the vendor is ignoring their follow up inquries. All in all, Vonage cannot handle the amount of work they have due to its growing number of customers. Instead of spending money for TV advertising and print advertising to get more customers, they should be spending money on hiring and training customer service reps and in getting their vendors to do the work they're hired to do.
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rebus
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Posts: 448
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PostPosted: Thu Feb 17, 2005 1:48 pm    Post subject: Re: phone transfer problems Reply with quote Back to top

moredelays wrote:

They've also admitted that the vendor is ignoring their follow up inquries. All in all, Vonage cannot handle the amount of work they have due to its growing number of customers. Instead of spending money for TV advertising and print advertising to get more customers, they should be spending money on hiring and training customer service reps and in getting their vendors to do the work they're hired to do.

I agree 100%, and have long said in the other forum how Vonage is going to blow their success by failing to adequately support the very customers that made them a success in the first place. You can pile on all the new customers you want, but if you cannot retain them because your support department cannot do its job adequately, it's only a matter of time before you fail. This is an emerging industry with new players appearing every week, so competition will become increasingly fierce. Angry customers are more likely than satisfied customers to switch to a competitor. Left uncorrected, setting the low water mark for customer service may very well strip Vonage of any chance to remain a dominant player.

 
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