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For wipe call
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diana87 Posted:
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What is the main
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On Apr 27, 2017 at 13:52:02

Trafford Posted:
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diazou Posted:
Hello, It's
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? Thanks!
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Venture
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Posts: 14

PostPosted: Thu Sep 08, 2005 8:40 am    Post subject: Suggestions for getting support to respond to 911 request? Reply with quote Back to top

I'm hoping someone out there might have a suggestion for what I need to tell Vonage support in order to get my 911 service set up. I've been going around in circles with them since late June, when I moved. My house is new construction, so it is not in anyone's database yet. As a result, when I entered my address for 911 purposes on my Vonage dashboard, I received an error. I e-mailed support, and received a message that they would be entering it. A few days later, I received a generic message saying that I needed to double check my address. I messaged back, explaining the situation. Since then, this cycle has repeated itself over and over - whenever I contact support, I get the same generic response telling me to check my address. In response to one of my messages, I received a message indicating that my situation had been escalated, but have heard nothing back regarding that (and my e-mail inquiring about the status of the escalation was met with the same generic form response telling me to double check my address). I've gone so far as to make some phone calls in order to obtain the county-wide 10 digit phone number to access 911, and provide that to support (and received the generic form in response once again telling me to double check my address). I've now lost count of the number of times I have received the generic form response.

I apologize if this seems like a rant, but my question is, does anyone know a way to take a short cut through support and get an issue like this escalated, so I can stop getting the same form response to every inquiry I make? Are my chances better if I call and take my chances with waiting on hold?

Thank you for any suggestions.
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Vonager
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PostPosted: Thu Sep 08, 2005 11:54 am    Post subject: Reply with quote Back to top

Since you're not getting anywhere with CS via email, by all means CALL them.

I am on hold with CS now. There's a prompt for 911 issues. Be insistent with the rep. until you get a satisfactory response (ask to be transferred higher the chain until you feel you're in good hands.) Get names and phone numbers and make sure there's a case number assigned if someone had to get back to you, otherwise it's not logged anywhere and every time you'd have to start from square one.
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Venture
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PostPosted: Thu Sep 08, 2005 12:48 pm    Post subject: Reply with quote Back to top

Thanks for the suggestion. I will try that and another suggestion someone sent to me. Thanks again.
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Bnr78
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PostPosted: Thu Sep 08, 2005 4:07 pm    Post subject: Reply with quote Back to top

The process is...

Number address is matched with mapquest, if mapquest says that it is a invalid, our system will then email you saying that it is invalid. If you changed the address and it comes back invalid again it goes to a 3rd party verification team that verifiys the address manually, that process is usually 72 hours. If you get no result from that then have Customer Care Escalate a ticket to them.

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galion
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PostPosted: Thu Sep 08, 2005 8:42 pm    Post subject: Reply with quote Back to top

Can you imagine the actual size of a database of every address in the United States? These mapping programs just amaze me. But, as mentioned, it isn't perfect. I first registered as (example) 999 johns way. I got an e-mail from Vonage saying it didn't fit. Remembering I had the same problem with MapQuest triggered a memory of how to fix my address. I enter 999 johns way rd and it worked! I wonder how they get the addresses into these pre-made databases . . . U.S. Postal Service or what? I have seen the exact same problem when an area was setting up E911. My home county originally used the rural route address system and when E911 came to town the U.S. Postal Service (my cousin was postmaster in the home town) was responsible for setting up all the addresses. It was a hoot.

I don't have any better suggestions than those already mentioned. I guess I just had to provide my insight.

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