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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
Author Message
zborgerd
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Joined: Aug 12, 2005
Posts: 14

PostPosted: Wed Aug 17, 2005 4:42 pm    Post subject: Reply with quote Back to top

They cancelled my transfer after making me wait for about two weeks, claiming that the provider does not transfer numbers. I'm not too happy about that. This whole number transfer process is a wreck. Anyone have any ideas? The number porting concept was one of the reasons I've switched.
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paladin
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Joined: Aug 18, 2005
Posts: 4

PostPosted: Thu Aug 18, 2005 11:07 am    Post subject: Still Waiting Reply with quote Back to top

They have really messed mine up.

May 10, 2005 Awaiting Letter of Authorization
May 10, 2005 Letter of Authorization (LOA) Received
May 11, 2005 Transfer Sent to Carrier
August 3, 2005 Carrier Approved Transfer

Hmmmm.....Carrier approved on August 3rd, if i look in the upper right hand corner on my dashboard it says transfer date is August 4th.....HELLO, its AUGUST 18th...no transfer yet. They are not even returning my emails.

I'm going to file with FCC and then see what my other options are. When i asked who was now responsible for the transfer since MCI approved it they said they would looking into the delay and i haven't heard a peep out of them since.
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zborgerd
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Joined: Aug 12, 2005
Posts: 14

PostPosted: Thu Aug 18, 2005 1:29 pm    Post subject: Re: Still Waiting Reply with quote Back to top

I'm considering filing with the FCC as well. I've been through all sorts of hoops in this transfer. I've had about 6 different people in their transfer department give me different reasons as to why the transfer won't go through. None of it is consitent.

Here is a transcript:

Quote:

Dear Zach Borgerding,

Sorry to inform you that McLeod does not port wireless numbers. We
will canceling this request for the TN XXXXXXXXXX to be ported to
Vonage

Thanks,
Jeff
LNP Department


Quote:

Thank you for contacting Customer Care. We apologize for the delay in
responding to you.

I am contacting you in reference to your number transfer. I have just
canceled your number transfer and now your virtual will become your
main number. If you have any further questions please give us a call
at 1-Vonage-Help.

Sincerely,
LNP Group



Quote:

Dear Zach Borgerding,

Your number transfer 1-(XXX)-XXX-XXXX to Vonage Service has been cancelled.

Your temporary Vonage number is now the main number on your account.

As always, if you have any questions, please feel free to contact us.

Sincerely,

Vonage Customer Care
Number Transfer Department

Email: numbertransfer@vonage.com
Phone: 1-866-496-6359


Quote:

Hello,

I spoke with someone on at your number transfer support desk. They
indicated that their helpdesk ticket notes indicated that *I* had
made the request to cancel this transfer.

This is not the case. I have never made any requests to canel my
number transfer. However, I received a letter from Jeff, of the LNP
department, indicating that my wireless provider does not transfer
numbers.

"Dear Zach Borgerding,

Sorry to inform you that McLeod does not port wireless numbers. We
will canceling this request for the TN 9373971522 to be ported to
Vonage

Thanks,
Jeff
LNP Department"


McLeod is not my wireless provider. Cricket Communications is.
Unless they have some sort of agreement that I am not aware of, then
I am not sure how the LNP transfer team came to the conclusion that
McLeod is my provider.

I would like to continue to try to transfer 937-397-1522. I've had
this number for years, and probably would not have signed up for
Vonage service if the capability to transfer my existing number were
not an advertising point. It's disappoiinting that this process is
so difficult, when the FCC has stated that number transfers from
wireless services should typically be completed within a matter of a
few hours. I just made a payment to my wireless provider last night.
It would be very disappointing to find that I paid them an extra
$50 for nothing.


Regards,

Zach Borgerding


Quote:

Dear Zach Borgerding,

I understand that you have an issue that requires immediate
attention. I apologize for the delays you have experienced.

In regards to your matter about cancelling the transfer of your
number, we have a note stating that it was cancelled as per your
request. If this was a mistake, kindly reply back to this email and we
can re-initiate it and send you the link once again to complete the
paperwork.

Currently we have made changes to the number transfer process and
offer Electronic LOA. We no more require you to fax your LOA or phone
bill. The information is verified online along with a third party
verification process.

You may either reply to this email, granting us permission to do so or
call our customer care dept on 1-VONAGE-HELP (1-866-243-4357) or 1-732-
650-6699 and letting them know that you want to "restart the ELOA".

Please do not hesitate to contact us if you need further assistance.

Sincerely,

Kris
Vonage LNP
1-866-243-4357 or 1-VONAGE-HELP

Quote:

I got three emails indicating the cancellation of this number. I
apologize for sending two reponses, but this is the first one that
had some actual information in regards to the transfer.

What is the connection between Cricket/Leap and McLeod? Why is it
that they do not provide number transfers? I was under the
impression that *everyone* provided number transfers.

What is a solution to this? This is the first time I've heard of a
number transfer being cancelled for this reason. I picked up service
with Vonage because of the promise of a number transfer, but saw no
indication that this would be impossible.


Regards,

Zach Borgerding


Quote:

Hello,

I'd like to add that my provider does indeed transfer (port) numbers
to other providers, per their website:

https://www.mycricket.com/service/CustomerSupport.aspx

There is a "Wireless Number Portability" section, in particular, they state:

"What will happen if I 'port' my number from Cricket to another
wireless carrier?
If you are an active Cricket subscriber and request a port to a new
carrier, Cricket will process that request and, if it meets the
appropriate requirements, disconnect that number and terminate your
account with us after the port is complete. You must have an active
number with Cricket before you can request your number to be moved to
another provider. Cricket defines an active number as one with the
ability to make and receive calls. A Cricket number that is suspended
or disconnected is therefore not eligible for porting."

From this information, it would appear that there may have been a
mistake on part of the Vonage LNP department, or perhaps I made a
mistake when filling out the original form.



Regards,

Zach Borgerding


Quote:

Dear Zach Borgerding,
In regards to your number transfer request, we have received your
Letter of Authorization and phone bill. However, currently we are not
offering the number portability feature in your area. Instead, you can
choose one of our available numbers, with the area code of your
choice. We are continually expanding our market availability and plan
to offer number portability for all customers in the future. Please
continually check our website for any updates, when your number
becomes available for transfer you will be able to change your phone
number directly from your web account.

Sincerely,
Samantha
LNP Department


Quote:

Dear Zach Borgerding,
Please disregard the last correspondence.
I did some further research into your number transfer and discovered
that our carrier, for your specific area, does not support wireless
telephone numbers. I apologize for any inconvenience that this may
have caused.

Sincerely,
Samantha
LNP Group


Quote:

What does this mean? Can it be transferred from Cricket to Vonage?
I've received several different explanations, each from a different
person from within your department. One got my carrier completely
wrong, indicating that it was my cellphone carrier that could not
transfer the number. Others indicated that I initated the
cancellation (which was false). Now I've heard that there is no
portability in my area, but then there was a follow-up that it only
applies to wireless.

Additionally, your web indicates that the number can be transferred
when I type it in the box on the following page.

http://vonage.com/features.php?feature=lnp

Is it that your local carrier only really supports a specific block
of numbers? If so, why does your web page indicate that I am able to
do a number transfer?


Regards,

Zach Borgerding


Quote:

Dear Zach,

I am contacting you in regards to your inquiry. I apologize for the
misinformation you received on our website. Our rate centers look at
the NPA-NXX codes of your phone bill. If your telephone number falls
between two codes our website cannot distinguish if your number is in
or outside the boundary that we service. It is our carrier who
decides whether it can be portable or not and unfortunately your
number is not portable at this time. Again, I apologize for the
inconvenience this has caused.

Sincerely,

Sarita
LNP Dept


Quote:

Hello,

What is the reason that the number might be any less portable than
any other number in the 937 area code?

Portability is available in the area, according to this page:
http://www.vonage-news.com/pr_december_04.html
http://www.vonage-forum.com/article1539.html

Why is it that only certain blocks of numbers are portable within
this area code?

I apologize for being so persistent, but I hope you can understand
that I only continue to question this issue because I've received
several different reasons for this transfer holdup.


Regards,

Zach Borgerding


From what I gather, Vonage likely uses McLeod as a provider, and McLeod is the problem here. I just can't get anyone to specifically state exactly why things are this way. Might have been nice if they took a moment to explain it a bit better from the begining. Indirectly, I suppose that they did get the point across, but it's was a mess to put it all together because I had to deal with several different people.

By the way. McLeod states that they do indeed port wireless numbers, but that may only be on their wireless exchange:
http://www.mcldwireless.com/Home.do

Would appear that the exchange that they've assigned me to is owned by McLeod:
http://decoder.americom.com/decoderscript?Search=%28937%29+558&submit=Search+World+Wide&handle=101

It's listed as "Exchange Type: End Office Code, Residential/Business". My old provider's exchange is listed as "Exchange Type: Public Mobile Carrier (Type 2 Interconnected)"

Not really sure it matters though. All landlines are labled the same as McLeod's. Seems to me, if Vonage can't port wireless numbers to McLeod's exchange, then they've picked the *wrong* business partner.

What really irks me is that their web pages (in all of the links I've provided) indicate that that a transfer is indeed possible in my area code. If that goes only for landlines (which is misleading, being that they tout wireless LNP capability and even link to the FCC site), I'll be very disappointed. It would appear that Vonage is falsely stating their capabilities, signing on new customers, and then rejecting their number porting requests after *LONG* waiting periods. I suspect that people have to hang in limbo during the porting process until Vonage decides it's financially viable to rent an exchange that supports porting of wireless numbers.

Customers should not have to go through this.
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zborgerd
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 12, 2005
Posts: 14

PostPosted: Thu Aug 18, 2005 2:18 pm    Post subject: Reply with quote Back to top

The plot thickens. I've figured it out after calling McLeod (who have *great* customer service, by the way). The lady at McLeod was really nice and helpful, even though I'm not one of her direct customers...

My next email to Vonage LNP Dept...

Quote:

I think I've figured out the problem here... Vonage uses McLeod as an exchange in my area. McLeod owns the exchange block of numbers that I've been assigned to:

http://decoder.americom.com/decoderscript?Search=%28937%29+558&submit=Search+World+Wide&handle=101

McLeod does claim to offer number portability on their website.

http://www.mcldwireless.com/Support/DisplayFAQs.do?faqTypeId=1#6

I've called McLeod (at the LNP number listed in the above link) to ask them about this situation. Apparently, they do not have the capability to port wireless numbers to landline exchanges. They also do not resell wireless exchanges to third parties (e.g. Vonage).

This is a problem. This would indicate to me that Vonage was always aware that wireless numbers would never be portable to this exchange, when they decided to rent it.

If they can't port wireless numbers to this exchange, then *why* would Vonage rent their exchange and advertise cellular portability to customers? Is this the only exchange that Vonage rents in this area?

Regards,

Zach Borgerding


So, it would appear that Vonage is renting exchanges that are incapable of accepting wireless numbers, but are still offering number porting to get users to sign up...

Sad.
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paladin
New Forum Member
New Forum Member


Joined: Aug 18, 2005
Posts: 4

PostPosted: Thu Aug 18, 2005 2:39 pm    Post subject: transfer Reply with quote Back to top

What gets me is mine was approved for transfer and still is in Limbo. Before, Vonage used the excuse that it was the company that they use for trnsferring the number that was running behind. But now that i have the confirmation they can't tell me who is responsible anymore.
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zborgerd
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 12, 2005
Posts: 14

PostPosted: Thu Aug 18, 2005 3:53 pm    Post subject: Re: transfer Reply with quote Back to top

paladin wrote:
What gets me is mine was approved for transfer and still is in Limbo. Before, Vonage used the excuse that it was the company that they use for trnsferring the number that was running behind. But now that i have the confirmation they can't tell me who is responsible anymore.


To be fair, I can see how the limitations of the exchange would be something that Vonage could do nothing about, but I also feel that it is irresponsible of them to advertise cellular portability and fail to provide it. They chose to rent this exchange (instead of a more approriate one), and it's apparently insubstantial for the port of wireless numbers. My number checked out and passed their portability test. They simply just don't seem to have wireless portability in my area code.

Still waiting for a final response from their LNP dept.
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zborgerd
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 12, 2005
Posts: 14

PostPosted: Sun Aug 21, 2005 7:20 pm    Post subject: Reply with quote Back to top

The latest response is totally bogus. They simply want me to stop emailing them, rather then get their stuff together and rent a local exchange that can accept wireless numbers. Frankly, all I want them to do is credit me the $45 I had to spend to continue my cellphone service. This could have been avoided if Vonage had all of their stuff in order, and didn't promise something that they couldn't provide.


Quote:

Dear Zach Borgerding,

Thank you for contacting Customer Care.

In response to your email, unfortunately we do not have a service
agreement with your old carrier and legally they don't have to release
that number to us. They have rejected our request and there is nothing
that we could do. We apologize for the inconvenience from this matter.

Thank you for contacting Customer Care. Do not hesitate to contact
us in the future with any further questions or concerns that may arise.

Sincerely,
Ryan P.
Customer Service Representative
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paladin
New Forum Member
New Forum Member


Joined: Aug 18, 2005
Posts: 4

PostPosted: Sun Aug 21, 2005 10:22 pm    Post subject: Reply with quote Back to top

At least they are emailing you back...They won't even give me that. I did have a couple of people suggest that i also contact the BBB since my company deals with them extensively. So i will probably lodge a complaint with them on monday as well as contacting the FCC
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Bnr78
Vonage Forum Senior
Vonage Forum Senior


Joined: Jun 24, 2005
Posts: 80

PostPosted: Mon Aug 22, 2005 6:58 am    Post subject: Reply with quote Back to top

paladin wrote:
At least they are emailing you back...They won't even give me that. I did have a couple of people suggest that i also contact the BBB since my company deals with them extensively. So i will probably lodge a complaint with them on monday as well as contacting the FCC


Again I state for all you "I'm going to complain to the FCC"

Like your title says.... Newbie, Get the facts straight before you speak. Verizon nor any other carrier don't want to lose there business and they aren't obligated by law to hand the number over to Vonage.

Oh before someone says "It is a FCC Regulation that Number must be ported." Let me tell you this, Vonage is not regulated by the FCC, Vonage considers themselves a Data Company not a Telephone Company. So hence since they don't fall under the FCC the "Telephone Companies" don't have to hand the number over.

Though I do suspect since Vonage uses 3rd Party Carriers to port over numbers is because the 3rd party carriers are regulated by the FCC. So the process might take a little longer then normal.

So in closing complaining to the FCC really isn't going to get something done. Your complaint will just sit in the box collecting dust.
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zborgerd
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Joined: Aug 12, 2005
Posts: 14

PostPosted: Mon Aug 22, 2005 7:23 am    Post subject: Reply with quote Back to top

Bnr78 wrote:

Oh before someone says "It is a FCC Regulation that Number must be ported." Let me tell you this, Vonage is not regulated by the FCC, Vonage considers themselves a Data Company not a Telephone Company. So hence since they don't fall under the FCC the "Telephone Companies" don't have to hand the number over.


The truth is that Vonage is only a "phone company" when they want to be. What is that I see? "The Broadband Phone Company"? It appears to be a registered trademark.

Regardless, some of their business practices are a bit shady, and the point is that they are offering something that they fail to provide.

We'll see how long this "data company" stuff holds up, as Voip becomes more popular. As long as they communicate with POTS, they'll most certainly be a "phone company", even if they try to slide around the obligations that phone companies have (and the taxes). Cellphone exchanges utilize "data services" as well, but they are run by "phone companies". "Phone companies" transmit long distance conversation over IP as well. Vonage is no different.
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