eLNP experiences - please post here

Posts: 1 · New Forum Member Joined: Dec 01, 2005 Posts: 1

I'm in the middle of the eLNP process right now. I wish I had stumbled onto this forum before I even attempted the LNP process -- I'd rather have saved myself the frustration and anger and just taken a new number.

November 8, 2005 Awaiting Letter of Authorization
November 10, 2005 Letter of Authorization (LOA) Received
November 16, 2005 Transfer Sent to Carrier

So two days ago, Nov 28, my SBC line gets disconnected -- yes, you read that right, DISCONNECTED (i.e. no dial tone), and my number still doesn't ring through on my Vonage phone. No, I didn't tell SBC to cancel or disconnect anything... I never contacted them at all about the LNP. So calling my number now just gives the error tones and the "call could not be completed" message.

Vonage says they can't transfer it now since the line is disconnected and tell me to call SBC to have it reconnected.

I call SBC and they say that Vonage issued the disconnect order and that they should have the number.

Who to believe?

So now SBC is going to reconnect (within 10 business days) and I'm sure they are singing a little jingle right now and putting another notch on their "win-back" board. They don't seem to be listening when I tell them the reconnect is just so that Vonage can take the number, at which point I'll cancel SBC. I have to wonder if the disconnect isn't a tactic being used by SBC to prevent LNP transfers?

Vonage is "researching" and will get back to me within 7 business days. Ridiculous.

Why are telcos populated by such inept morons? I used to work in the NOC of one of the largest ISPs in the country. How can these people take 7-10 business days to figure out a simple routing/switching problem?

So, currently, people who try to call me can't get through. Way to go Vonage and SBC. Idiots...

Posts: 2 · New Forum Member Joined: Nov 17, 2005 Posts: 2

Having read through this entire thread, the thing that stands out to me is the wide variety of experiences from the almost effortless (I've spent more time trying to figure out how to check VoiceMail from the road than I did submitting the Transfer request, plugging in the adapter and unhooking the phone drop into my house) to any number of experiences here.

We're all "early adapters" and as such, we tend to be more willing to accept some hitches to develop as we jump onto the next new horse. However, even as early adapters, we expect consistency. Things that don't work once should not work again until they're fixed. A long painful process should be a long painful process for all of the installed base, assuming all other things are equal. Think of the relative hell that (most of us) we went through when fiddling for the frst time with cable modems, home networking, wireless, blogging, email, whatever.

Vonage and Voip in general wil spend waaaaay more energy than they need to converting POTS users to Voip if they can't get this transfer issue down. If they're having issues with incumbent telcos sitting on orders, they need to have lawyers screaming at that state's regulatory commission every day.

The consumer process itself is very simple and if on were to settle for a new number, this thread would be about two pages long. Unfortunately, Vonage's success is tied inextricably to the telco's willingness to play ball.

My thought would be for anyone who's gone over the min. 20-day limit outlined by Vonage's service agreement to start copying the head of your state's regulatory commission, your state representatives, the teleco's vice president of consumer affairs (or similar) with the "timeline of greivances" all with a rationally worded "cover e-memo" that says something alongt the lines of

Hi Congressman Smith: The attached outlines my 6-week ordeal in getting my local telephone number transferred as allowed under the 1996 Telecommunications Act. It appears to me that TELCO is violating the spirit of the law if not the letter in its refusal to expidite my request to move my telephone number to a service that is better suited to my needs. As a constituent, I wanted to keep you posted on this process and the trouble I'm having. I'm sure this is not the way things are supposed to work.

The wording changes based on who gets the memo/email, but the intent is the same, that the telco (assuming culpability lies with them) is playing fast and loose with the intent of the Act.

I really hope that Vonage starts swinging the law hammer on the telecos because of this issue. The telco depends on the average consumer being to lazy or intimidated to shop his options then leave the warm arms of Step-Ma Bell. We can't make the average consumer change behavior. But we can b*tch to high heaven until the process works right.

Posts: 3 · New Forum Member Joined: Dec 05, 2005 Posts: 3

October 9, 2005 Awaiting Letter of Authorization
October 9, 2005 Letter of Authorization (LOA) Received
October 10, 2005 Transfer Sent to Carrier
November 15, 2005 LNP Transfer Cancelled (by Vonage - I might add)
November 19, 2005 Awaiting Letter of Authorization Click Here to Start Number Transfer
When I click to start the number transfer I get the following:
Our records indicate that this online Letter of Agency has already been processed or has expired.

Your order number is: NnNnNNnnNN (order blanked purposefully)

If you have any questions, please call Vonage Customer Service at 1-VONAGE-HELP.

Of course the LOA has been processed because I did that on the 18th of November after talking to Jason the CSR on the same day.

Dec. 6, 2005 - Called customer service today and they are going to expedite (yeah right). In the meantime, I am paying two phone bills for the same service. This is definitely not worth the one free month that Vonage gives you.

Dec. 10, 2005 - Vonage Customer Service (Escalations Dept.) says that the eLOA is "stuck" in their system and that it will take a technician to get it un-stuck so that it can be processed.............

still waiting.........

Latest update:

Updated Date: Number Transfer Progress History: Required Action
November 19, 2005 Awaiting Letter of Authorization
December 12, 2005 Letter of Authorization (LOA) Received
December 13, 2005 Transfer Sent to Carrier (unstuck from their system)
December 28, 2005 LNP Transfer Cancelled ....... again.

Your transfer request was cancelled on the date above. When you signed up for Vonage Service we assigned you a temporary virtual number. We have automatically assigned your temporary virtual number as your permanent number. This number will now be your permanent number. We have switched your number automatically and waived the customary $9.99 switching fee. Thank you for choosing Vonage.

The activation page still shows my local number as portable but now they tell me that it isn't so I am stuck with a number that will be LD to most of my family and friends as well as my place of business. I guess I can't complain, it's still cheaper that using my cell phone for LD. Only problem is, I still have to maintain my account with my local carrier in order to keep my current number until either Vonage or Time Warner will be able to port it.

So much for trying to save $$$ with Voip. Their website on availability in my calling area is, at best, misleading (at worst it's a downright lie - and one that costs me plenty as it cost me $175 to get out of my cellphone contract - thinking I would gain that back in the long run with Vonage handling both my local & LD). Live and learn.

Posts: 34 · Vonage Forum Junior Joined: Nov 29, 2005 Posts: 34

Porting from Verizon in Philly, PA:

November 19, 2005 Awaiting Letter of Authorization
November 19, 2005 Letter of Authorization (LOA) Received
November 19, 2005 Transfer Sent to Carrier
December 9, 2005 Carrier Approved Transfer

Scheduled date of transfer is Dec 12, so I'm crossing my fingers and hoping it all goes as planned on Monday and no problems ensue.

Posts: 6 · New Forum Member Joined: Nov 29, 2005 Posts: 6

From bellsouth to Vonage.

Updated Date: Number Transfer Progress History:

November 29, 2005 Awaiting Letter of Authorization
November 29, 2005 Letter of Authorization (LOA) Received
November 29, 2005 Transfer Sent to Carrier
December 2, 2005 Carrier Approved Transfer
December 8, 2005 Completed LNP Transfer

Posts: 34 · Vonage Forum Junior Joined: Nov 29, 2005 Posts: 34

Porting from Verizon in Philly went very smoothly:

November 19, 2005 Awaiting Letter of Authorization
November 19, 2005 Letter of Authorization (LOA) Received
November 19, 2005 Transfer Sent to Carrier
December 9, 2005 Carrier Approved Transfer
December 12, 2005 Completed LNP Transfer

Posts: 12 · Vonage Forum Associate Joined: Jan 01, 2006 Posts: 12

I want to get 3 family members on Vonage in the 828 area code.There are numbers available, but I can't transfer thier numbers. Anyone know why this is? It's 828 with a 854 prefix in Fletcher North Carolina.

Posts: 3 · New Forum Member Joined: Dec 05, 2005 Posts: 3

ajay wrote:

I'm not a happy camper at all (see the below). Twice now, Vonage told me my number could be ported (309) Peoria. Twice, after doing the eLOA thing, I was advised it couldn't be done. The web site still shows my numer is transferrable. I asked "how will I know when I can (finally) submit another request" and was told to watch the web site availability. Ridiculous, it's shown a positive availability for over 3 months now.

Oh well!

Updated Date: Number Transfer Progress History: Required Action
August 6, 2005 Awaiting Letter of Authorization
August 7, 2005 Letter of Authorization (LOA) Received
August 8, 2005 Transfer Sent to Carrier
September 5, 2005 LNP Transfer Cancelled

Updated Date: Number Transfer Progress History: Required Action
June 1, 2005 Awaiting Letter of Authorization
June 9, 2005 Letter of Authorization (LOA) Received
June 10, 2005 Transfer Sent to Carrier
June 30, 2005 LNP Transfer Cancelled

I've had exactly the same problem - see my posts on this forum. BTW - any luck yet on the port?