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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » LNP – Local Number Portability
Author Message
ncbm1
New Forum Member
New Forum Member


Joined: Jun 27, 2005
Posts: 4

PostPosted: Mon Jun 27, 2005 12:51 pm    Post subject: Should I wait or pull the plug? Reply with quote Back to top

I'm going on to month five waiting for my line port and I just came across this site. I followed some of the advice here (going to the FCC and emailing certain addresses) and within an hour I received the following email:


Dear ***,
Your account has just been presented to me in regards to the delays
you have been experiencing with your number transfer. I am currently
doing research to find where the delays lie. While I do this, if I
may, I would like to request two things of you. First is that I would
like you to only reply to emails sent to you from Vonage about your
number transfer that reference ticket #-****. I don't want anyone
else giving information to you that I do not approve. Secondly, I
would like to request that you do not contact your carrier unless told
otherwise by myself. I do not trust them and I don't want this
process slowed down anymore than it already has been. While I'm
getting some answers for you, if you have any questions, comments, or
concerns, please reply back to this email and I will get back to you
within 24 hours.
Sincerely,
*** ***
Executive Response Team

Its been a couple of days and I naturally haven't heard anything back yet, nor has my LNP status changed on the website.

My question now is has anyone been in this particular type of boat before? Is this just another "sit down wait some more" ploy or is it legit? Any advice is greatly welcomed. Smile
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ccleere
Vonage Forum Associate
Vonage Forum Associate


Joined: Jun 14, 2005
Posts: 11

PostPosted: Mon Jun 27, 2005 10:10 pm    Post subject: Reply with quote Back to top

I would wait 3 business days, and then I would sent them an email stating that you were going to cancel unless you can get an exact date when the port was going to occur. If no response, or if that day comes and goes, then I would cancel. You have waited 5 months so I would give one last try before giving up.
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ncbm1
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Joined: Jun 27, 2005
Posts: 4

PostPosted: Fri Jul 01, 2005 2:55 pm    Post subject: I gave up. Reply with quote Back to top

No one from the reponse team ever got back to me, even after I called and emailed them. So I have canceled my account. All Vonage offered was two months free and didn't offer to credit me for the five months of usless service. I asked and was refused.
They didn't even really try and keep my business in my own opinion.
Its a shame as I was impressed with the service, I just couldn't continue to pay two phone bills anymore with one service that was pretty much unuseable.
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colesch
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 22, 2005
Posts: 19
Location: sibiu, romania

PostPosted: Fri Jul 01, 2005 5:46 pm    Post subject: Reply with quote Back to top

Then again maybe you didn't raise enough stink.

Vonage doesn't have any control over getting a phone number from a previous carrier. Your best bet would have been to CALL and not email the FCC. I had a similar issue moving from nextel to cingular, except for me waiting anything longer than 4 weeks was unexeptable. so I called the FCC and within 48 hours the number moved. I also heard thru the grapevine that nextel got hit with a big fine for sitting on its a**.

here is a clip from an article on Multichannel.com

"FCC to Bells: No Stalling
Commission Urges Telcos To Transfer Numbers Promptly
By Ted Hearn | Apr 04 '05

Washington—Big phone companies are on notice that failure to promptly transfer telephone numbers would run afoul of federal rules and would face punishment.

We take this opportunity to remind carriers that the [law] requires, and we intend to enforce, nondiscriminatory number porting between [phone companies], including our previous conclusion 'that carriers may not impose non-porting-related restrictions on the porting-out process,’” the Federal Communications Commission said on March 25...."

http://www.multichannel.com/article/CA513292.html

_________________
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rcb116
Vonage
Representative
Vonage<br>Representative


Joined: Jun 22, 2005
Posts: 127
Location: NJ

PostPosted: Fri Jul 01, 2005 6:24 pm    Post subject: Reply with quote Back to top

Colesch is right. Unfortunately, We have no control over the amount of time some of the larger phone companies take to give up a number yet we get all the negative feedback on it.

It seems most people think we are just slacking off over here. I believe people have this picture of a big room with some old guy in it and the paperwork for their number port sitting on a dusty old desk. Understandable, because people order our service and expect us to have the power to move things along.

However this is not the reality. The reality is that we get the request to them AS QUICKLY AS POSSIBLE. When it gets to them do you think they say "Hrrmmm Lets put our current customers issues on hold and take care of the customer thats switching to VONAGE". NO WAY!!!!!!!!!!!

So, If you are looking for fault, look at your old provider.

I will post this in its own topic for others to see!!!
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ncbm1
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Joined: Jun 27, 2005
Posts: 4

PostPosted: Fri Jul 01, 2005 11:27 pm    Post subject: Verizon's Fault? Reply with quote Back to top

I find your thoughts flawed for several reasons:
Vonage advertises that they have the abillity to port my number. As a customer, it is not a concern of mine that Verizon doesn't want to give it up, nor do I know that there is an issue. Vonage has told me over the phone and via email that it "would not be an issue" and promised a minimum of twenty days.
When there is an issue, does Vonage take the time to explain to me what the issue is? No. I as the customer am forced to contact the via email or phone and wait one week for an obvious canned answer of "we're looking into it". No reply ever comes. Who is to blame for that? Should I blame my local carrier for Vonage's poor customer service as well?

I as the customer am asked to contact the FCC and countless other organizations when Vonage is promising customer satisfaction that it seemingly cannot provide. But I did not "do enough"? I shouldn't have to anything! Vonage should be fighting that battle for me! Otherwise, why am I paying them every month? And if they are "leaning" on carriers, why haven't I once been notified that there was an issue? Why must I call and email to find out that an issue even exists?

While I agree that no comapny would willingly say "Hrrmmm Lets put our current customers issues on hold and take care of the customer thats switching to VONAGE", I have seen Vonage do NOTHING to prove that statement otherwise wrong.

I am not looking for "fault". I donot care who is to blame. I am looking for the service I was advertised.

And as far as my local carrier "winning the big bucks"? That is incorrect. I will simply look for another Voip service that CAN provide what it advertises.

i apologize if my statements appear angry, but I am. Vonage's system obviously does not work now. It may have in the past, but it seems that they aren't on any fast track to improving it.
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rcb116
Vonage
Representative
Vonage<br>Representative


Joined: Jun 22, 2005
Posts: 127
Location: NJ

PostPosted: Sat Jul 02, 2005 12:14 am    Post subject: Reply with quote Back to top

ncbm1
No need to apologize, I would be pissed too. If you pay for something you should get it and I agree. While I understand that you don't want excuses, the reality of it is that there is a battle going on and I believe that something is going to be done as the use of Voip continues to grow.
I know I work for Vonage but I have no reason to "Talk them up". I see it how I see it. Is Vonage perfect? By no means, but as a whole it really is a good company that does care about the customer. If there is anything I can do for you feel free to PM me.

Have a good holiday weekend Very Happy
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ccleere
Vonage Forum Associate
Vonage Forum Associate


Joined: Jun 14, 2005
Posts: 11

PostPosted: Wed Jul 06, 2005 9:02 pm    Post subject: Reply with quote Back to top

I think he waited long enough. Even though Vonage can not directly control how fast the local phone company transfers numbers can they not contact the public utilities commision on the customers behalf? Vonage should complain about the slow process since they are acting as the customer in this case, and should not force someone to do it themselves. By not being proactive, Vonage stands to lose business, and in this case already has. Customer service is about fixing problems yourself, and if possible before the customer has to complain. Just my 2 cents.
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Richl
Vonage
Representative
Vonage<br>Representative


Joined: May 12, 2005
Posts: 28
Location: NJ

PostPosted: Thu Jul 07, 2005 7:08 am    Post subject: Reply with quote Back to top

ncbm1 is you want pm me you info and I can take a look into it for you.
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