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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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CPRII
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Joined: Sep 29, 2005
Posts: 8

PostPosted: Thu Sep 29, 2005 11:30 am    Post subject: Von lies about number portability, Beware!!! Reply with quote Back to top

So all the way back in May, I call Vonage about setting up my parents with Voip. Just before that, I set up my brother. When he checked his number, Vonage told them no problem...3 weeks later, they come back to him and say that his number is not available. So he switches his number....no big deal.

When I call about my parents number, I explain to Vonage that they do not want to change their number, explain what happened to my brother and asked that they confirm the number transfer before I go through the process of setting them up. I am told that the number is absolutely available for transfer.

I call my parents cable company for High Speed Internet, I purchase a wireless router, and a wireless network card for their computer, a phone system w/handsets that will work with Vonage, and sign them up for Vonage. This totaled around 300+ dollars...

My parents were told that it should take 2-3 weeks for the number to transfer. After 2 months...with no calls from Vonage...I call and ask what the problem is....no problem, just the company that my parents were with did not release the number yet....another month...still no calls from vonage...I call them. Find out that the number is not only not transferable...but the only number that is available is 100 miles away...and would be long distance for anyone who lives in their area to call them.

We spent hundreds of dollars getting them ready for Vonage...asked specifically about the number transfer...and not one time did anyone from Vonage take the time to call my parents or myself to work out an issue.

Now...I am asking for a refund, and someone opens a case...tells me to expect a call about it within a day or two...and BIG SUPRISE...it has been 3 weeks, and no on has called.

What is the point of this....
1. be very careful about what Vonage tells you they can do, and what they actually do.
2. Do not expect anything from Vonage Customer Service
3. You will need at least 30 minutes of hold time before you speak to someone from India who does not understand you, and can only read from the 'script' they are given.
4. Do not expect your number to be available, even if Vonage tells you it is.

My question for anyone is......if you have been successful at getting Vonage to resolve your issue...WHAT DID YOU DO????
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CPRII
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Joined: Sep 29, 2005
Posts: 8

PostPosted: Fri Sep 30, 2005 8:45 am    Post subject: Received this email....Vonage is so Friendly Reply with quote Back to top

I received the message below...your standard "We refuse to help" message that I am sure he pasted right out of his script book.

Still no phone call....what is it about Vonage that they absolutely refuse to make a #%#$# phone call to speak with you about your issue???

I think it is time to involve the Better Business Bureau and/or an Attorney.

What Vonage did was a clear case of Fraud. They lied about the number being available just to get someone else to sign up.



-----Original Message-----
From: Vonage DigitalVoice Customer Care [mailto:customer-response@vonage.com]
Sent: Thursday, September 29, 2005 10:22 PM
To: cromano@aberonservices.com
Subject: [vonage.com #2944783] 1002143970 "customer requested call back"

--
Dear customer,


Thank you for contacting customer support.

In response to your e-mail, I do apologize that no one has contacted
you.

I have reviewed your request for a refund and unfortunately we will be
unable to offer you any refund as per our terms of service that you
agreed to when you initially signed up, Vonage does not cover any
third party charges you may incur. We will be more that happy to help
in trying to find a local number if one is available but please be
advised that depending on your friends and families calling plan it
still may not be a local call.


Thank you again for contacting customer care.

Sincerely
Luis Vejar
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Bnr78
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Joined: Jun 24, 2005
Posts: 80

PostPosted: Sun Oct 09, 2005 12:15 pm    Post subject: Reply with quote Back to top

I will overnight you a box of tissues....

I'm sure your demands for a refund were probably ridiculous....I'm sure they emailed you regarding your LNP status. Eh but then I think 80% that complain on here don't know how to read.

Hundreds of dollars getting ready? For what a bomb shelter?, the start cost for the service is holy 40 bucks..how can 40 bucks be a hundreds of dollars.

Go file with the BBB and get on with your life.

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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Sun Oct 09, 2005 1:32 pm    Post subject: Reply with quote Back to top

I would defintely like to see what refunds he is talking about..

_________________
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Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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CPRII
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Joined: Sep 29, 2005
Posts: 8

PostPosted: Mon Oct 10, 2005 6:47 am    Post subject: sad people Reply with quote Back to top

The refund would be for purchasing the Vonage unit and the one month that they did charge my parents for a service that never worked, and for a shipping label to send it back at no cost. The hundreds of dollars was not for a refund....so you can keep your box of tissues and go post your support for someone else....better yet, how about you send me a hundred bucks, and I will promise you phone service and not provide it??? (cause everyone could use a hundred bucks)

It might be $40 dollars to start up...but then it is another $60 to cancel, and they charged a monthly charge...that is another $25....plus the cost to ship the unit back...and geez, if I add that up, I think it is more than 100 dollars?

The other money was the cost to get my parents on high speed internet...if you recall..that is a requirement to using Vonage. Now...they were never asking for that money back....but I made a specific call to Vonage to explain that we were going to invest in setting up high speed for the sole purpose of using Vonage....and Vonage promised that we would be able to transfer the number.

There were no emails sent about the LPN....and your comments about me not being able to read make me wonder if you are just an 7th grader posting here for fun....or maybe a Vonage employee trying to discredit an honest and valid complaint???
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Trowski
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Joined: May 16, 2005
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PostPosted: Mon Oct 10, 2005 7:36 am    Post subject: Reply with quote Back to top

You say it "didn't work". Could you not get a dialtone etc? Sounds like you could, so it did work.

As for trying to get Vonage to refund your money for you to get HSI, well then it sounds like it is your parents loss. The cable compnay won't care what you ordered it for, just as long as they installed it and it works, then they are covered.

As for going out an buying the wireless router, that was you decision to go with a piece of equipment that is not given free from Vonage.

For the multi room handsets, again that was your decision. You could have in theory skipped the wireless router and gone with a Undien-Tru series expandable phone system and used the router that Vonage sends out with the service. Never mind needing to put the wireless card in their computer.

As for the number, you never stated your location, area code and first three digits of your phone number you want ported.

What it sounds like to me is that they the other phone company, which we don't know who they are is unwilling to release the number.

As for PROMISED to you would be able to transfer the number, please cut and paste the LNP confirmation and post it on here.

What you did was jump the gun quite a bit IMHO....First, get everthing working, then get all the extra goodies ie phonesets, wireless cards, routers etc. But at least you have those now.

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PostPosted: Mon Oct 10, 2005 4:58 pm    Post subject: Whatever Reply with quote Back to top

You seem to have an opinion....but don't have all the facts. Our entire family was switching over to Vonage....my brother was told his number was portable by Vonage...and low and behold it was not. He didn't care about changing his number, so no big deal. BUT...my parents did care. So....after that happened to my brother. I called Vonage...told them what happened......explained that he was told it was a portable number, and then it wasn't. I then said....My parents do not want Vonage if they cannot keep their number, so can you please check and confirm with me that they can keep their number. He puts me on hold for a few minutes, then gets back on the line and tells me, 'No problem...my parents will be able to keep their number.'

As for cutting and pasting...it was a phone call (if you read my first post you would know that)....and yes, I do have his name and ID number....but I am not here to out anyone, or get anyone fired. I am only here to warn people who want their number ported...to beware.

As for me...I have been a Vonage customer for more than 2 years...and happy with the service, not happy with customer service.....and I have recommended Vonage to quite a few people.... and have signed up more than 10 people onto their system. So, I did not jump the gun....and I bought equipment based on the good faith of Vonage. My parents really like the new phones, and are using them on the old phone lines they have....they really like high speed internet access, so that is not an issue. If you read through all my posts you will see that my biggest complaint is Vonage Customer Service, and the promises made by the LPN people...when they truly do not know that the number can be ported. REGARDLESS OF WHO IS AT FAULT....Vonage should then clearly state that their records show the number can be ported but that information can not be confirmed until a later date....that is something they do not do.....and not only did they not do that with my parents, but they made a statement to guarantee the number could be ported..

And I will state again....they were not attempting to get a refund for everything.....they only wanted a refund for the money they gave to Vonage....and Vonage only. Not internet, not phones, not anything else....just the charges coming from Vonage.

As for a dial tone....a lot of good that does when everyone in the world knows your number as 111-222-3333, and Vonage has the number as 111-222-4444.....so they have a dial tone....but the dial tone was to some temporary number that was long distance for any of their neighbors to call....so yes, they could dial out....but they had to keep the old number with the old phone company throughout the entire ordeal.....gee, they paid Vonage, and they paid the phone company. So everyone that called them still went to the old phone......again leading me to state that they did not get the service they were paying for. They were not paying for a dial tone, they were paying to have their number ported to Vonage.....and a dialtone to that number.

And finally....yes it was 'our decision'....but 'our decision' was based off a guarantee from Vonage.

So before you post your next response....be clear about the following:
1. I want people to know not to trust Vonage about LPN
2. Vonage will not refund the money spent specifically to Vonage for a service that never worked. (the setup charge, and the one month charge only)
3. Not only will Vonage not refund the money, but they are charging more money to cancel a service that never worked, and refuse to send a label to return the router.

It is for reason 2 and 3 that I filed a complaint with BBB....and on a side note...when the BBB ask what you want as a result of your complain (how much money are you looking for).....we stated that we did not want any money through the complaint at BBB....we just wanted to file the claim so others could read our issue.
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Trowski
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PostPosted: Mon Oct 10, 2005 5:59 pm    Post subject: Reply with quote Back to top

What Happens If Your Number Cannot Be Transferred?
If Vonage cannot transfer your number, you may choose to get a new Vonage number in your area or elsewhere. Or, you may decide to keep your existing phone number with minimal service and add a Vonage number that will help you save on outgoing calls.

Ok, so they don't want that...Understandable...

How Long Does it Take?
Transferring your number will take a minimum of 20 business days once you start the transfer process. But don't worry! During the number transfer process, we provide you a temporary number so that you can begin to use our service and all its free features immediately. Then, when your number is transferred, we'll inform you via email and your number will be transferred seamlessly. And you can track the progress of your request anytime by logging into your web account so you'll always know what's happening.

If you log into the account, what do you get as the status?

Did they fill out the letter of authorization?

As for the refunding the purchase of the adapter, you did choose to go out and buy it. Your loss...

Also, after what your brother supposedly went through, I would have assumed you would have been wise enough to realize that history may repeat itself..but no.

And, so you know, saying that they lie about LNP etc, is no way to go about trying to get help...

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Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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Trowski
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Posts: 1389
Location: Putnam, CT

PostPosted: Mon Oct 10, 2005 6:05 pm    Post subject: Also.... Reply with quote Back to top

Please check here...there are so many variables that anything that can go wrong will go wrong.

http://www.broadbandreports.com/forum/remark,12997657

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Bnr78
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Joined: Jun 24, 2005
Posts: 80

PostPosted: Tue Oct 11, 2005 3:00 pm    Post subject: Reply with quote Back to top

Trowski your the man I always enjoy your posts.

As for this other guy CPRII it is $41.19 to cancel the account and if you cancel within 30 days of the activation date you get all the money back. 60 bucks once again you can't count. Shipping the device back 25 bucks? Through who? lol stop adding 400% to the actually price. And yes I would send you a 100 bucks just for you get a life. People like you crack me up. I just want to say that your augish sustains me. I can't wait to go home and use my phone Very Happy

You switch to HSI, enjoy it broadband is a great service to have. Twisted Evil

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