3 months, still no number

Posts: 7 · New Forum Member Joined: Mar 23, 2005 Posts: 7

I'm starting to think that Vonage is bull****ing me,whenever i call or write to their customer service.I submitted the number transfer on 01/11/05 and today,i still do not have my number.
I tried to ask Verizon for a refund,but magically,they don't have any record of the transfer.
Now,i'm asking Vonage for credit,until they give me my number back. I'm guessing nothing will happen.Maybe i should take more serious steps.
Every time they reply me to an e mail , they just "apologize for the delay as well as the inconvenience. Status was
requested from the carrier. Once they provide us with a tentative
date we will notify you immediately."
Can anyone give me advice on this?Should i wait or not?
I really loved Vonage before this madness,now i regret that i signed up at all.

Posts: 65 · Posted: Wed Mar 23, 2005 12:49 pm Post subject:

Just incase you didnt know, Vonage uses a third party to handle number transfers. The reason why Verizon has no record is because they dont get the disconnect request and/or transfer request up until that third party processes your request. Verizon as any other company has no means to trace our number transfer request, because they dont receive until the very end. The reason why many transfers take so long is because of this third party that has a huge back log. There is no point to calling verizon, and the third party because they wiill only deal with Vonage.

Only thing that you can do is contact vonage and ask for status updates; call number transfer dept: 1-866-496-6359. Be patient, its a long wait.

Also try emailing dslreports@vonage.com and numbertransfer@vonage.com. People have received somewhat decent responses from them.

If all else fails, you can file a complaint against the third party. You can find out who your third party is when you call the number transfer department, just ask them who is handling your number transfer. Information to file a complaint is readily available in these forums.

Reason why Vonage and Verizon are not at fault is because, Vonage submits the request to the third party immediately. And Verizon doesnt receive the disconnect until the third party actually makes one. So your paperwork is probably at the third party right now since 3 months. And all vonage can do is request status update from them. And all you can do is call into vonage and ask for credit for any days beyond their 20days transfer gaurantee.

Posts: 7 · New Forum Member Joined: Mar 23, 2005 Posts: 7

Thanks,
But the numbertransfer e- mail adress seems to generate the same answers to everybody.
I wrote to dslreports yesterday,and no reply,yet.Will see,after my promised transfer date (04/01/05), if i don't get the number,i'm reporting to FCC,no matter what.
Don't want to wait 8-10 months, like other poor customers on this forum.

Posts: 22 · Vonage Forum Associate Joined: Mar 24, 2005 Posts: 22

sorry about the delay guys ... i know how hard it is

btw excellent explanation jamn424 of the process

and YES we will issue back credits to the ACCOUNT for LNP delays beyond 20 biz days ... but you do have to request them

Posts: 1 · New Forum Member Joined: Mar 25, 2005 Posts: 1

Day 56 and still no confirmed date for porting of current home number over to Vonage. Multiple emails and phone calls to Customer Care who can only answer with "I am waiting for a reply from our carrier as to its status and transfer date". Phone calls to Vonage Customer Care kept dropping during the 5 times I called..way to go for a company providing phone service.
I have requested a credit....lets see what happens, I can not find any reference on the web site to Vonage making any guarantees on the 20 Business day process.
From their web site:
Transferring Your Number - The Timing
Transferring your number will take a minimum of 20 business days upon receipt of complete and correct paperwork. You may track the progress of your request through your web account.

Posts: 65 · Posted: Fri Mar 25, 2005 9:35 am Post subject:

pardon my wording......yes you are correct, there is nothing written about any gaurantee, but if you request it, they will issue a credit. To best of my experience, vonage still has that ethics of satisfying customer. But they look bad because of number transfer. And as far as dropped calls, have you read the news lately. Vonage is growing like crazy, they simply just cant staff it fast enoug.