Incomplete Port, No Service, but Vonage Says All's Well

Posts: 1 · New Forum Member Joined: Mar 23, 2005 Posts: 1

After waiting patiently for 3 months (a period which included two lost LOAs, several estimated transfer dates that came and went, a dozen inapplicable form letter emails, and hours spent on hold with customer service) I finally received notification that my number would port on 3/22. Woke up yesterday morning and checked my land line -- no dial tone. So far, so good. As I was setting up the PAP2 I received a message from someone who was trying to call me and kept getting a "the number or code you have dialed is incorrect, please try your call again" recording. No problem, I figure, it takes a couple of hours to switch over. So I plug into the PAP2 -- we have dial tone! Try to make a call -- success! But upon attempting to call my transferred number with a different phone, I still get the same "incorrect number" message. I call the the virtual number -- same message. I call customer service that night to let them know I'm still not receiving incoming calls. I'm told that this is a typical delay, and that the engineering department had gone home for the night and no one was available to help me anyway, so I should check back tomorrow morning if it's still not working.

So this morning I use a borrowed phone to try to call my own numbers again. Same "incorrect number" message. I wait until this afternoon to call customer service. The tech successfully calls the transferred number though the Vonage network. He tries again using an outside Verizon line and receives the same message. The tech is perplexed, and says he'll escalate the ticket (I remember the first time I heard that phrase and actually felt encouraged.) A couple of hours later, I receive an email stating "We had our engineers look into your number transfer, and they have tested it and have found that it is working properly." So now day 2 without incoming service (on either the virtual or transferred number, and my land-line is dead) is almost over, with Vonage insisting there is absolutely no problem. Any ideas what could be happening here? Should I follow through with my urge to ditch Vonage, or will I end up losing the ability to keep my number if I cancel while everything is in limbo?

Posts: 8 · New Forum Member Joined: Mar 07, 2005 Posts: 8

Keep calling, keep calling, keep calling.

Every time you call, ask them to call your number from a non-Vonage line. Keep telling them that you have a problem, and that it is not being fixed. I have learnt to call over and over again until I get a problem fixed, and usually it does if I am persistant.

Good Luck.

Locas

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

to the best of my knowledge the previous post is a correct answer ... until you get a rep whose willing to go through it with you ... i know its exhausting and difficult but please try to understand when the rep picks up he/she has no knowledge of your problem until you tell them and they didn't do anything to make it happen ... but they should be able to get it fixed ... incomplete ports should be able to be fixed in about 2 hours depending on engineering volume ... and make sure you tell them to call from a PSTN line to test it just so they know

Posts: 65 · Posted: Fri Mar 25, 2005 9:44 am Post subject:

in regards to you canceling, I wouldnt suggest that. Because currently your number is in no mans land. It seems that your current provider has disconnected you from their end. You can confirm by calling them. And Vonage just hasnt properly connected you, yet. So if you were to cancel your number trasnfer, I think you have good chances of losing your number. As everyoen else says, be persistent and keep calling. Also, you might want to try and send emails to the following:

dslreports@vonage.com
numbertransfer@vonage.com

Who knows, it might help. And if I were you, just call the number transfer department, Phone: 1-866-496-6359, dont bother calling 1-VONAGEHELP.