Customer Service Contact Needed

Guest

Nine momths of trying to get service. I need a human to talk to.

I have been a paying customer of Vonage since June of 2004. For about 9 months I was unable to get anyone to acknowledge receiving any of my many faxed in requests to transfer my 2 business lines from my local Telco, Qwest to Vonage.

Finally in February of 2005 I found a person who advised me that if I would fax to a "back office" number that he would get it set up. Sometime in March of 2005 I started using the lines.

On Friday of last week I realized that Qwest was still billing me. I called Qwest and asked for my lines to be disconnected.

Monday I got emails from clients advising me that one of my business lines were delivering to callers 'sorry but your line has been disconnected".

I called Vonage. After a 30 minute wait on hold I was advised that the only thing that could be done was to start over. Call quest, have them set up a new line, (hopefully I could get my disconnected one back) and to start the process of faxing my request to switch to Vonage again. I was advised the only way this can happen is if I have a order number from Qwest. The man I spoke to gave me his email address so he can personally help me. He works only Friday - Monday only. I was advised that on Friday when he is working again, he will have to have my order number for the new line from Qwest.

I contacted Qwest, they advised me that they were able to reverse my disconnect and the business line only lost Monday. The problem now seems to be that I don't have an order number and the Vonage staff advised me that I need to send in another fax. This process normally takes 1-2 months once the fax is received.

Today I again called customer service and asked for help. After a lengthy hold I was re-routed and again put on a lengthy hold. The woman I spoke to was appaled at my story but cut me off when she put me on hold. I have not heard back from her nor from the EVP, Michael Tribolet or the CEO Jeffrey Citron.

I am at our wits end and just do not have any idea what to do to get this issue resolved. I have paid for 10 months and have yet to get any service. I do not want to go back to the telco or to complain to agencies.

Is there a contact that can get something done?

Posts: 65 · Posted: Fri Apr 08, 2005 12:29 pm Post subject:

i'm assuming you have found it by now, but if not:

Email: numbertransfer@vonage.com
Phone: 1-866-496-6359
Fax: 1-866-281-3308
LOA Fax: 1-866-895-1916

They should be able to help you. Also, if your number has not trasnfered, you are entitled to full credit of past 9months of bill. They will credit you for the money you paid while your number was still being transferred. Tell them there is no point to paying for Vonage if its not transferred over because you can not completely itegrate with your current phone system....

check out some other forums about filling complaints....

Posts: 50 · Full Forum Member Joined: Apr 04, 2005 Posts: 50

Post your account #.

Frankly some of the things you posted have me scratching my head.

You said: " ..... was unable to get anyone to acknowledge receiving any of my many faxed in requests to transfer my 2 business lines from my local Telco, Qwest to Vonage"
Exactly how did you make these requests? Did you fill out the ONLINE Letter of Authorization forms as per the web instructions and fax it along with copies of your phone bill or did you just fax a letter requesting Vonage to "transfer my numbers?"

9 months and they never got your paperwork? Over that time how often did you check and see if your paperwork was received? Did you check your web account 48 hrs after you faxed to see if the paperwork was accepted and if it wasn't did you call right back? You do realize that sometimes faxes are too light or to dark to be read and can't be entered into the system.

Sorry, something sounds a little strange in this specific case. 9 months, multiple faxes and they never received it? I can see if you said they got the paperwork 9 months ago and the transfer didn't go through ... but your story sounds like there was some customer error involved.

Cancelling your Qwest account will cancel the port because they can't port a number or numbers if they doesn't exist.

Scottsdale wrote:

Nine momths of trying to get service. I need a human to talk to.

I have been a paying customer of Vonage since June of 2004. For about 9 months I was unable to get anyone to acknowledge receiving any of my many faxed in requests to transfer my 2 business lines from my local Telco, Qwest to Vonage.

Finally in February of 2005 I found a person who advised me that if I would fax to a "back office" number that he would get it set up. Sometime in March of 2005 I started using the lines.

On Friday of last week I realized that Qwest was still billing me. I called Qwest and asked for my lines to be disconnected.

Monday I got emails from clients advising me that one of my business lines were delivering to callers 'sorry but your line has been disconnected".

I called Vonage. After a 30 minute wait on hold I was advised that the only thing that could be done was to start over. Call quest, have them set up a new line, (hopefully I could get my disconnected one back) and to start the process of faxing my request to switch to Vonage again. I was advised the only way this can happen is if I have a order number from Qwest. The man I spoke to gave me his email address so he can personally help me. He works only Friday - Monday only. I was advised that on Friday when he is working again, he will have to have my order number for the new line from Qwest.

I contacted Qwest, they advised me that they were able to reverse my disconnect and the business line only lost Monday. The problem now seems to be that I don't have an order number and the Vonage staff advised me that I need to send in another fax. This process normally takes 1-2 months once the fax is received.

Today I again called customer service and asked for help. After a lengthy hold I was re-routed and again put on a lengthy hold. The woman I spoke to was appaled at my story but cut me off when she put me on hold. I have not heard back from her nor from the EVP, Michael Tribolet or the CEO Jeffrey Citron.

I am at our wits end and just do not have any idea what to do to get this issue resolved. I have paid for 10 months and have yet to get any service. I do not want to go back to the telco or to complain to agencies.

Is there a contact that can get something done?