Getting more and more disillusioned about the LNP

Posts: 26 · Vonage Forum Junior Joined: Feb 05, 2005 Posts: 26

It's been almost three months now with no status change on my LNP. My calls to Vonage have produced nothing more than a shrug and a "I'll add another ticket to your ticket" (actual response I got a few minutes ago). Bellsouth has done their part, and now the ball is in Vonage's court, but you wouldn't know it by the complete lack of information they have about my transfer progress. The girl last week gave me a line about calling "next week, that's when we get our spreadsheet with the information." Why not just tell me, "I have no idea how to help you, so will you please call next week and confound a different rep?"

I'm not sure who Vonage is using as their carrier, but man, are they ticking off a once-enthusiastic customer here. I've read posts referring to an "Executive Response Team" -- any idea how to get my problem escalated to that?

Posts: 492 · Posted: Fri Mar 25, 2005 5:14 pm Post subject:

Unfortunately, the LNP process is much more complicated than we have been let on to. The transfer of phone numbers is a purchase by one company from the other. Furthermore, the supply of phone numbers is in short supply. Bellsouth may not want to part with it, but since they must by law, they procrastinate as much as they can.

Vonage, caught in the middle of a red tape battle between a reluctant Bellsouth and an anxious and growing angry customer has no alternative except to stall the customer until Bellsouth completes the transaction and at the same time try to placate the customer.

The PSTN has run out of phone numbers. The supply of area codes is likewise depleted. The POTS do not have the multi-billions in funds required to overhaul the 800 billion square miles of wiring, switches, relays, frames, etc. that make up the national PSTN. They are dinosaurs and they know it. They failed to keep up with the times and now they must face their successor, Vonage. Instead of bowing out graciously, they have chosen to go down in panic and hysteria, and in anger, lashing out at all within their reach. Pity.

Just be a little more patient. It will come through.

Posts: 26 · Vonage Forum Junior Joined: Feb 05, 2005 Posts: 26

As much as I would love to demonize Bellsouth, multiple calls to them have convinced me that they have done their part.

If I had to guess, Vonage has not worked out the kinks in the LNP process. I just wish I could get a clear answer from them for once, like "Bellsouth hasn't done their part" or "The company we use has gotten the go-ahead from Bellsouth, but for some reason they haven't followed through" -- something, anything besides the ad-libs the reps are forced to give me (hey, I used to work in support, I know the rap Smile

).

They seem a bit hesitant to hand out credits too. The first time I called, the rep offered me a credit. The past two times, I had to ask for one, and was told to "wait a bit longer" before I asked for a credit.

Posts: 26 · Vonage Forum Junior Joined: Feb 05, 2005 Posts: 26

"I am contacting you in regards to your number transfer. Unfortunately
the carrier has not scheduled the date of your transfer. At this time
we have not been notified of the transfer date. As soon as we receive
this information we will contact you immediately. Thank you.

Sincerely,
LNP Department"

Doesn't Vonage hire the carrier for this transfer service? Maybe I'm not understanding here. Anyway, if Bellsouth has done their part, and Vonage is waiting on the carrier to do their part, isn't it ultimately Vonage's fault for being such a weenie of a customer not the press the issue of "held-up" transfers?

Posts: 7 · New Forum Member Joined: Mar 17, 2005 Posts: 7

jrstinkfish wrote:

"Doesn't Vonage hire the carrier for this transfer service? Maybe I'm not understanding here. Anyway, if Bellsouth has done their part, and Vonage is waiting on the carrier to do their part, isn't it ultimately Vonage's fault for being such a weenie of a customer not the press the issue of "held-up" transfers?

I am wondering the same thing. If Vonage has hired this mystery carrier to do the transfer, why can't they get the carrier to do the job - or at least provide some information. I have asked for the name of the carrier but have thus far not received any information. I have been very patient over since this ordeal began 7 months and 10 days ago, but my patience is running low. Vonage should be embarrassed at how poorly they have handled my transfer.

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

here goes guys ...

i know number transfers are the number 1 reason for cancellations (i should know) they even beat out tech problems ... which means that people who have the service hooked up and working are still calling to cancel because they can't get their number that they've had for 5.10.20 years

the truth is the process is a lot more complicated than i thought and probably than the company lets on about ... some do happen quickly and as a whole, the process has definitly gotten better in the last few months ... the only problem is communication ... process goes customer - vonage - carrier then back carrier - vonage - customer ... which means there is a delay ... which is not an excuse or a reason why ... but hopefully an answer

regarding a transfer ... if it is that you have completed your end of the paperwork ... ask for the carrier:

focal - very good as of late ... transfers in less than 20 days in most cases
paetec - good but not great ... usually 20 -30 days
telcove - so so ... i've seen 20 but usually 40 days
xo- not so good
kmc- mom always said if you don't have anything nice to say

ask for an escalation ... there are 3 possible escalations ... the LNP escalation team, the executive response team, and the VIP retention team ... each does basically the same thing ... they ask for daily statuses from the carrier ... myself i work on the VIP retention team ... we get response from the carrier on tentative dates, problems with the transfer, permanant dates and are responsible for communication with the customer ... the next time you call ask for an escalation ... i know you must be upset and frustrated but if you work with the rep the rep should work with you ... i'm sorry in advance if you have any more problems but i'm jus doin my best here for you guys ... there's 1/2 a million customers and i can't make everything better for everyone ... who knows ... maybe we'll get to talk on the phone someday Wink

Posts: 482 · Posted: Sun Mar 27, 2005 2:29 am Post subject:

My LNP took too long as well. Three times I was given a date, and three times it came and went with no transfer, and no explanation.

I finally filed a complaint with the Tennessee Regulatory Authority. Vonage isn't regulated, but BellSouth is. So I went to the TRA's home page and on the top-right is a link to file a complaint against a utility. I filed a complaint against BellSouth, and the next day I got a call from someone with the TRA.

He told me I needed to call Vonage and get the "purchase order number" for the LNP and find out who is scheduling the transfer. I called Vonage's LNP line (1-866-496-6359) and the guy who answered had no idea what I was talking about, but I was firm and would not let him hang up on me. Eventually he put me on hold and came back about 10 minutes later with everything I needed.

I'm not sure who they were working for, but XO Communications is who actually scheduled my LNP. So I provided all that to the TRA and within 2-3 days my LNP went through. Supposedly, XO had been sitting on it for whatever reason.

Now you could say this isn't Vonage's fault, and I sort of agree...sort of...but then again, why can't Vonage's LNP department contact the Tennessee Regulatory Authority and issue a complaint against BellSouth on their own? If I ran Vonage, and it's truly not Vonage's fault, then I'd form a group that does nothing but file complaints all day against the local carriers who may be sitting on their hands during this process. The law requires the phone companies to let go of these numbers, and their refusal to do so in a timely manner MUST be hurting Vonage's business somewhat, so Vonage has just as much legal standing to file a complaint as the customers do.

Posts: 7 · New Forum Member Joined: Mar 17, 2005 Posts: 7

Thank you for the great info, ToddlerTN. I am in TN as well and have been trying to switch my number since 8/16/04. I just spoke to Vonage and they confirmed that XO Communications is supposed to be doing my switch. I completed the TRA form online and have my fingers crossed.

Posts: 2 · New Forum Member Joined: Mar 28, 2005 Posts: 2

Being in the IT industry, it really scares me when CS Reps keep referring to everything being tracked on spreadsheets. A company of this size should be well outside of the "spreadsheet" stages.