escalation?

Posts: 4 · New Forum Member Joined: Jun 04, 2005 Posts: 4

February 8, 2005 Awaiting Letter of Authorization
February 8, 2005 Letter of Authorization (LOA) Received
February 8, 2005 Transfer Sent to Carrier

Today being just shy of 4 months later I'm pretty much fed up with it. I've called and e-mailed so many times I can't even remember. Every time it's the same deal. The first couple of calls I just got transferred to someone who said they didn't know when and they couldn't tell me why; eventually that got moved to a ticket being opened and someone would contact me in 48 hours, after about 3 of those and no calls I just gave up. Every e-mail I send gets replied with the same form letter saying they don't know, blah blah blah. Eventually I sent an e-mail compiling that I kept getting the same form e-mail to which they simply switched the paragraphs around and sent it back.

If it weren't for the money that I've paid out to vonage over the past 4 months I'd just give up, cancel everything, and just get a real darn telephone line again (porting from packet 8 to vonage) but now with so many broken promises and such poor customer support I'm determined to get either my number ported (soon) or every dime I've ever sent vonage back.

Are there any sure fire ways of escalationg my problems? I've asked for managers, supervisors, etc and I still can't get a straight answer.

Posts: 69 · Full Forum Member Joined: Jan 10, 2005 Posts: 69

I am in same boat. I did the same thing as you mentioned. I am on the verge of cancelling the LNP (porting from SBC) Evil or Very Mad

January 19, 2005 Awaiting Letter of Authorization
January 20, 2005 Letter of Authorization (LOA) Received
January 20, 2005 Transfer Sent to Carrier

Posts: 17 · Vonage Forum Associate Joined: Feb 16, 2005 Posts: 17

neilsly wrote:

Are there any sure fire ways of escalationg my problems? I've asked for managers, supervisors, etc and I still can't get a straight answer.

I think I finally got my LNP escalated. Now every time I call the LNP department the first thing they say is that my account was escalated on May 25th.

The way I did it was to emailed the CEO 'jeffrey.citron@vonage.com' and Cc 'dslreports@vonage.com', 'numbertransfer@vonage.com' and 'tier3-tickets@vonage.com'

Posts: 3 · New Forum Member Joined: Jun 07, 2005 Posts: 3

I signed up on February 15, 2005, and am still awaiting my phone number transfer from SBC to Vonage.

It appears to me after twelve phone and email contacts since then with Vonage that they are unable to execute a phone number transfer from SBC to Vonage.

I really don't care whose fault it is, I just want it completed.
I have Vonage service on a single phone, and have used it successfully for outgoing long distance calls. Vonage has also credited me three of the four months of service, so they appear to "mean well", but I want my number transferred and my SBC account terminated.

I'm beginning to believe that's never going to happen, and I will have to terminate SBC myself, and send "New Phone Number" notices to all of my friends, family, and business partners.

That's just stupid.

Posts: 3 · New Forum Member Joined: Jun 07, 2005 Posts: 3

walt wrote:

I signed up on February 15, 2005, and am still awaiting my phone number transfer from SBC to Vonage.

It appears to me after twelve phone and email contacts since then with Vonage that they are unable to execute a phone number transfer from SBC to Vonage.

I really don't care whose fault it is, I just want it completed.
I have Vonage service on a single phone, and have used it successfully for outgoing long distance calls. Vonage has also credited me three of the four months of service, so they appear to "mean well", but I want my number transferred and my SBC account terminated.

I'm beginning to believe that's never going to happen, and I will have to terminate SBC myself, and send "New Phone Number" notices to all of my friends, family, and business partners.

That's just stupid.

I should have posted long ago, but it turned out, for me, that my phone number transfer from SBC to Vonage was held up by a Long-Distance Telephone Service slamming block that I requested many years ago.

I forgot that, long ago, when the LDTS slamming scare was news, I requested an LDTS slamming block from SBC. That apparently also prevented Vonage from transferring my number as I requested. Shame on me for forgetting, but it took Vonage over 5 months to figure that out and transfer my number successfully. They credited my Vonage account for all those months, and also credited three months of my local SBC service.

I still had to call SBC and AT&T several times over the following three months to get them to stop billing me after my number had been switched and I stopped using SBC land-line service.

Since then, I've referred two friends to Vonage, and received two-months service credit for each referral. I'm happy with Vonage.

Posts: 4 · New Forum Member Joined: Jun 04, 2005 Posts: 4

well, eventually mine got switched, I'm not for sure how long it took because they've taken it off of my account info online but it was around 6 months.

e-mailing all of the addresses above helped I'm sure and contacting everyone on [web]http://www.vonage.com/corporate/about_management.php[/web] helped as well, but I think what really helped was contacting

Nicole Sherman
732.226.3956 nicole.sherman@vonage.com

in the PR department and also

Press Inquiries
Phone: 732-226-3956
Email: publicrelations@vonage.com

telling them that if I didn't get it fixed within 48 hours I was going to the consumer action people at the local newspaper and local television station with my problems and vonage's lack of response. This was about a year ago when VoIP was a big buzz word and getting a lot of press time...... needless to say my number was transferred with in about 36 hours. Nothing like the threat of getting knocked down in the press to get people to notice.

Posts: 3 · New Forum Member Joined: Jun 07, 2005 Posts: 3

Agreed, emailing those addresses cited above helped speed my phone number transfer along, too.

Just today I got a letter via USMail (same as the email I received), offering buy-in to the Vonage IPO via the Directed Share Program: http://www.vonageipo.com/

Have to figure out how such a risk might (or might not) fit into my investment portfolio...