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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
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Fitz
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Joined: Jun 20, 2005
Posts: 2

PostPosted: Mon Jun 20, 2005 3:22 pm    Post subject: Seriously wierd LNP issue Reply with quote Back to top

I signed up with Vonage 5/25, at which point they told me it would be up to 6 weeks to switch over my local phone line from Verizon. I had time, so I figure this is no biggie. Then I get an e-mail on 6/15 that my number has been scheduled to transfer that day. I am thinking, wow, terrific, and faster than I thought. This is a small business line which I am turning back to residential thru Vonage, and I was not anticipating what happened next. My line was knocked out for the remainder of the day! I sucked it up, and assumed that once it was up I would be fine. I come in the next day, and the line is working! Awesome right? Wrong. I get a call from my wife from around the block, and it comes in on my verizon phone line! Then I get a call from a client, which comes in on my Vonage line. They were both calling the same number, but from different outside lines. My client uses Verizon, so I know it was not a Vonage number. So I call Vonage, at least 4 times in two days. They test the line, retest it, and I am getting testy now. The support people are good, but it is like starting from square one again every time! They tell me that is a problem with the port, but think it is very strange that I get some calls but not all on my Vonage line. They tell me that I should call verizon. I call verizon, and they tell me that Vonage took the wrong phone number (4333) instead of (3333), the order is a mistake, and my verizon line, which is still active, is still with verizon. WHAT A MESS!!

I am getting really mad on Friday, as I want to try and resolve this before the next work week. I FINALLY get a real tech on the phone, and not just your typical support rep. This is 4PM on Friday. He tells me that he needs to confer with several other departments, but they all close by 5PM so why bother......and swears he will call me on Monday. Monday comes, and nothing. No resolution, but a couple of e-mails from Vonage telling me they tested the lines from their end, and everything seems fine. They ask me to contact Verizon with the PON again.....which I do....and verizon tells me the same thing. They say the number is still with them! Monday morning I get this e-mail:


Thank you for contacting customer care. We are in the process of
correcting the issue of the local calls that are being routed by
Verizon. Verizon has indicated that the number 914*** 4333 was
released instead of 914-***-3333, This is what is causing the local
calls not to complete on the Vonage line.

The best option to get this issue resolved

Please address this issue directly to their Local Verizon center
supervisor in a diplomatic way about the number not being ported out
correctly.

Thank you and Have a great day!

Sincerely,

LNP Group

Well it is now Monday at 4:15. I finally got a solid support woman Zakiya, once I threatened to cancel the service. It should never have to come to that, but I was really getting fed up with the constant phone calls, the constant run around, and constant explanation of what was the matter. Everytime I would call, "Let's test the line". How about listening to what I am saying? Zakiya seemed to get it, unlike the rest of the Vonage crew I dealt with. After she three wayed me with Verizon this afternoon with no success, (we were told that all porting request have to go thru a re-seller), she said she will have the developers broadcast to Verizon to completly port the line over. This woman called me back, and really seemed to care, which is more than I got from most of the company reps I spoke with. One CS person picked up and laughed in my face last week!

Will this work?
Was this all worth it?
How many more calls will I have to make?
How many more hairs will I lose during this process?
How many more client calls will I lose as a result?


Any suggestions?

Thanks for letting me vent,
Adam
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Fitz
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Joined: Jun 20, 2005
Posts: 2

PostPosted: Mon Jun 20, 2005 4:18 pm    Post subject: Just called Focal Reply with quote Back to top

BRILLIANT!! Apparently somone at Focal had submitted the order with the one digit error in the number, and thus the result of me getting calls for my number on BOTH verizon and Vonage phones. They really gave me more answers than anyone at CS was able to come up with. They are going to get the neccessary paperwork to verizon, and it should be straightened out in 24 hours. NICE! Keeping my fingers crossed.
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