eLNP experiences - please post here

Posts: 13 · Vonage Forum Associate Joined: May 23, 2005 Posts: 13

May 21, 2005 Awaiting Letter of Authorization
May 21, 2005 Letter of Authorization (LOA) Received
May 22, 2005 Transfer Sent to Carrier
October 5, 2005 Carrier Approved Transfer
October 6, 2005 Completed LNP Transfer

Took quite awhile, but Cox decided to be nice finally. Very Happy

Posts: 1 · New Forum Member Joined: Oct 11, 2005 Posts: 1

Current Status: Transfer Completed Temp Virtual Number : Transfer Date: October 10, 2005
Verizon -> Vonage

Updated Date: Number Transfer Progress History: Required Action
August 19, 2005 Awaiting Letter of Authorization
August 21, 2005 Letter of Authorization (LOA) Received
August 22, 2005 Transfer Sent to Carrier
October 7, 2005 Carrier Approved Transfer
October 11, 2005 Completed LNP Transfer

I'll tell you, I didn't get real action on this until I pulled some tricks and e-mailed a bigwig. E-mail turnaround from everyday agents is at 2 weeks plus. E-mail turnaround from escalated agents is 1 week. E-mail turnaround from the executive care specialists is a couple of hours.

Wilkes-Barre/Scranton area PA 570 area code.

Posts: 3 · New Forum Member Joined: May 01, 2005 Posts: 3

May 1, 2005 Awaiting Letter of Authorization
May 1, 2005 Letter of Authorization (LOA) Received
May 1, 2005 Transfer Sent to Carrier
August 16, 2005 LNP Transfer Cancelled

I must have called Vonage ten or fifteen times during that period, not to mention my local carrier (Centurytel). It took that many phone calls to get a real answer, some company invoilved in the process had been sold and there was a huge backlog in transfers for whatever reason, probably months. I decided it was not worth the hassle of continuously following up, not to mention spending 40 bucks a month for a phone line I wasn't using.

Not sure if it was Vonage's fault per say, but the information on their side was most deffinately lacking. The CS department has a bad habit of not actually emailing you when they say they are going to email you.

Posts: 1 · New Forum Member Joined: Sep 02, 2005 Posts: 1

August 29, 2005 Awaiting Letter of Authorization
August 30, 2005 Letter of Authorization (LOA) Received
August 31, 2005 Transfer Sent to Carrier

I started this transfer six weeks ago. I have made four calls to Vonage customer service and nobody can tell me anything. I am transferring from SBC. The problem is with Vonage, not SBC, because I have a neighbor that chose a different Voip carrier and their number transfer was completed in less than four weeks.

I am exceptionally disappointed with Vonage's lack of ability to even provide feedback on the process that has taken at least six weeks while other companies can COMPLETE the process in less than four weeks. I sure picked the wrong Voip provider.

Posts: 1389 · Posted: Thu Oct 13, 2005 9:39 am Post subject:

Just because your neighbor received his in 4 weeks that does not automatically pin the blame to Vonage by any stretch...

How Long Does it Take?
Transferring your number will take a minimum of 20 business days once you start the transfer process. But don't worry! During the number transfer process, we provide you a temporary number so that you can begin to use our service and all its free features immediately. Then, when your number is transferred, we'll inform you via email and your number will be transferred seamlessly. And you can track the progress of your request anytime by logging into your web account so you'll always know what's happening.

Posts: 23 · Vonage Forum Associate Joined: Sep 21, 2005 Posts: 23

[September 8, 2005 I signed up with Vonage]
[Septermber 8, 2005 I ordered carrier (TDS Metrocom) to cancel "multi-ring" feature]
September 8, 2005 Awaiting Letter of Authorization
September 9, 2005 Letter of Authorization (LOA) Received
September 10, 2005 Transfer Sent to Carrier
[September 22, 2005 Vonage emailed that transfer rejected due to pending work order!]
[September 22, 2005 I called TDS - Carrier confirmed work order complered!]
[September 23, 2005 I emailed Vonage - to confirm no pending work order!]
[September 28, 2005 Vonage emailed transfer approved]
October 11, 2005 Carrier Approved Transfer
October 13, 2005 Completed LNP Transfer

My port would have gone a lot more smoothly and quickly, if either I had been a lttle less impulsive or if the Vonage sales rep I signed up with had not been so glib about dealing with the distinctive ring feature on my existing line.

When I reviewed the Vonage web site it appeared that I could not keep my distinctive ring feature with Vonage service. Because I wanted to be certain about this I called Vonage's sales number. The sales rep confirmed that I could not maintain the distinctive ring with the same phone number if I switched to Vonage and he stated that I would have to cancel the feature before the line could be ported. I specifically asked him if I would need to folllow any timetable to make sure that things went smoothly. He seemed eager to make his sale and move on. He said no problem just call your carrier and ask to have the distinctive ring cancelled and then you can request your line be ported.

So against my better judgment I waited only one day before submitting the request for the line port. Unfortunately my "pending work order" at the time the port request was submitted by Vonage undoubtedly resulted in a delay of at least 10 days, before the request was resubmitted and finally approved. This happened, even though the work order in question likely was completed within a day of the time the transfer was rejected!

To potentially compound the problem Vonage's email to me on September 22 instructed me to have the work order cancelled. If I actually had followed those instructions and succeeded in cancelling the order to remove the distinctive ring, I suspect that the transfer would have been rejected again because that feature was still on the line.

You would think that after all the time Vonage has been doing this, they would have better procedures in place to make things go smoother for new customers. It would save the customer, Vonage, and the original carrier a lot of time and trouble.

Bottom line. New customers should be advised to confirm that distinctive has been removed before initiating the transfer request.

Posts: 2 · New Forum Member Joined: Oct 15, 2005 Posts: 2

Very happy at this point.

Updated Date: Number Transfer Progress History: Required Action
October 8, 2005 Awaiting Letter of Authorization
October 9, 2005 Letter of Authorization (LOA) Received
October 10, 2005 Transfer Sent to Carrier
October 14, 2005 Carrier Approved Transfer
October 14, 2005 Completed LNP Transfer

Posts: 122 · Posted: Sat Oct 15, 2005 1:15 pm Post subject:

Below is my information on porting my phone number from Verizon (Maryland) to Vonage using the eLNP process. It went VERY smooth! Just went to Vonage's website, requested to have my number transferred on 26 Sep 05 and on 14 Oct 05, Vonage had my phone number. On 15 Oct 05, I had no more Verizon dialtone. I didn't have to call Verizon or anything! Vonage took care of it all. Thanks Vonage! Goodbye Verizon!!!

BTW, mine went through fairly quickly (quicker than the "minimum 20 business days" they said it was going to take).

P.S.
Verizon just raised their Subscriber Line Charge $0.01 (1 penny) this past month. Yeah, I know, it's just a penny, but those pennies add up to be billions of dollars of extra revenue over time. They won't be getting any more of my money though! Very Happy

September 26, 2005 Awaiting Letter of Authorization
September 27, 2005 Letter of Authorization (LOA) Received
September 28, 2005 Transfer Sent to Carrier
October 13, 2005 Carrier Approved Transfer
October 14, 2005 Completed LNP Transfer

Posts: 14 · Vonage Forum Associate Joined: Sep 26, 2005 Posts: 14

dave37174, who was your former phone company? Since your LNP happened so quickly it would be nice to know who your former phone company was.

Never mind. So your other post that it was BellSouth.

Posts: 1 · New Forum Member Joined: Oct 19, 2005 Posts: 1

From Time Warner to Vonage - 7 business days. Less time than it took to go from Bell South to Time Warner.

October 10, 2005 Awaiting Letter of Authorization
October 10, 2005 Letter of Authorization (LOA) Received
October 11, 2005 Transfer Sent to Carrier
October 18, 2005 Carrier Approved Transfer

I don't know what eLNP is, this was a standard transfer number to new account.