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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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MRN
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Joined: Sep 16, 2005
Posts: 10

PostPosted: Mon Oct 31, 2005 12:11 pm    Post subject: LNP from Sunrocket VOIP Reply with quote Back to top

Trying to port my number from Sunrocket to Vonage. After waiting the required 20 days (this was up Oct 9) I started to make calls to find out the delay. I was asked by LNP support to submit info on my account from sunrocket, (did that). Got a reply that the port will happen on the 27th of Oct (didn't happen) I have about 4 tickets out there and nothing gets done. when I call they submit another ticket and promise action within 24 hrs. At first I blamed sunrocket, but know that i was told the number was released, I blame Vonage for the delay. While I wait i am paying for two services. To continue to receive calls I am still using sunrocket service (to give out the virtual number only to give out yet another number is impractical). I want this done ASAP, who do I talk to next?
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kah
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Joined: Nov 07, 2005
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PostPosted: Mon Nov 07, 2005 1:30 pm    Post subject: Similar experience with SunRocket->Vonage Reply with quote Back to top

I too transferred my POTS number to SunRocket then gave up on them and decided to go with Vonage. Signed up for Vonage on Oct 7 and submitted the eLOA on the same day (before I even got Vonage service.) My transfer was finally scheduled for Oct 3, but low and behold it did not come through.

I decided to give them a few days, but nothing happend over the weekend. Sent an email on Sunday night, but I've not heard back.

My SunRocket number is still being forwarded to Vonage.
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davegg
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Joined: Nov 17, 2005
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PostPosted: Thu Nov 17, 2005 4:41 pm    Post subject: Reply with quote Back to top

You guys are going to be glad as hell I'm chiming in here because I have your answer! Smile I went through this HUGE mess over the past TWO months, but my number ported over today, WOOHOO!

Here's the deal... you know how you have to provide Vonage with your phone number, name, and mailing address of your SunRocket line? Well crappy SunRocket actually owns the number now, not you. So you have to submit the name as 'SunRocket - care of John Doe' (John Doe being YOUR first name and last name). For the address, you have to use the address for SUNROCKET'S offices in Vienna.

So call Vonage back and ask to speak to an ESCALATION MANAGER in their number portability department. Tell them that you are trying to port your number over from PIECE OF CRAP SUNROCKET and because it is a JUNK-SERVICE SUNROCKET number (Hmm, me bitter about SunRocket? Naaaaah!) you need to talk with someone who knows about how SunRocket numbers have to be handled for number ports.

Good luck to all, keep us updated with your progress.
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kah
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Joined: Nov 07, 2005
Posts: 2

PostPosted: Tue Nov 22, 2005 3:52 pm    Post subject: It did port I was wrong. Reply with quote Back to top

I still have the number forwarded from SunRocket and SunRocket did not take the number of the "list of numbers" on their website. If I look at the SR website it still shows the number that I have now ported to Vonage. Anyway, the number is done and now I am trying to cancel SR service.
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fishyone
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Joined: Dec 12, 2005
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PostPosted: Mon Dec 12, 2005 9:31 am    Post subject: Reply with quote Back to top

My LOA went out on 08/26/2005.

It is now 12/11/2005 and Vonage is still confused!

Originally Vonage was sending my LOA to Global Crossing and after the 20days I started to ask questions. I called Global Crossing and they informed me they own the number but Sunrocket is the service provider of the number and the LOA must go to Sunrocket.

So after 2-3 calls I finally got Vonage to send the LOA to the correct address.

Sunrocket
In care of Firstname Lastname
Sun Rocket Inc.
8615 Westwood Center Drive
Suite 300A
Vienna, VA 22182

Vonage gave me the date of 10/28/2005 for the LNP to complete. I called back the first week of November and they said give it another week. So I did then come to find out they had resent the LOA to Focal Communications. WHY! So I had to explain to them again that Global Crossing owns the number and Sunrocket is the service provider. Vonage claims that a request for a LNP date was sent on 11/28/2005. I am suppose to wait again.

I would be a perfectly happy Vonage customer if they handled this LNP better. Some one at Vonage needs to take ownership of the problem instead of making the customer. I have to follow up with them or else they just sit on it and wonder whats wrong.

Oh and a tip to anyone experiencing this. Call the customer service line and explain that it has been over the 20days and your paying two phone bills because of Vonages mistakes. they will give you credit until the LNP completes.

Any suggestion or comments are welcomed.
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IronHelix
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Joined: Dec 22, 2004
Posts: 44

PostPosted: Mon Dec 12, 2005 12:29 pm    Post subject: Reply with quote Back to top

IMHO- this is Vonage's major failing. They need to implement some kind of followup system so a rep can proactively follow up on customer problems instead of waiting for customer contact.
When I ported (or tried to), I called many times to the porting dept and always was told that they'd check the status and call me back when the status came in (it never did). There shoudl be a system in place where if the status doesn't come in or the port isn't completed after 30-40 days they send somebody to look into it.
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fishyone
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Joined: Dec 12, 2005
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PostPosted: Mon Dec 12, 2005 2:18 pm    Post subject: Reply with quote Back to top

Amen!!!!!!!!!!!!!!!
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poidog
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Joined: Dec 31, 2005
Posts: 1

PostPosted: Sat Dec 31, 2005 11:19 am    Post subject: What's the issue with SunRocket? Reply with quote Back to top

There are several negative comments regarding SunRocket. I'm curious what the issues are with their service and support? They've certainly got a couple features like ACR that I'd like to have. I don't care about saving $5/month but real e911 and ACR plus a free number are attractive. Let me know why SunRocket ****. Was it just LNP?
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dconnor
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Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Sat Dec 31, 2005 1:56 pm    Post subject: Re: What's the issue with SunRocket? Reply with quote Back to top

poidog wrote:
There are several negative comments regarding SunRocket. I'm curious what the issues are with their service and support?... Let me know why SunRocket...

You would need to go to a different web site to have these questioned answered.

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fishyone
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Joined: Dec 12, 2005
Posts: 4

PostPosted: Sat Dec 31, 2005 6:22 pm    Post subject: Reply with quote Back to top

Well that is the reason I am trying to come back to Vonage. The e911 never worked with sunrocket and they have never correctly routed my 911 to the correct county.

But hey look at the bright side. Vonage still hasn't ported my number over since 08/25/2005. Suppose to happen this week for the third time and still no resolution.

They keep telling me to wait another 20 days. Someone please take care of my issues instead of giving me the canned answer every time. I have also been promised a supervisor would call me back 3 times. Just so you know Vonage supervisor don't know how to call a customer. Not even email the customer. I all get is a New Jersey accent that sounds like if I put up a fight the Mafia will be knocking at my door. (They should out source to a better sounding customer service accent)

May be if I give some bad publicity on their own bulletin board I will get service, but I REALLY doubt it! Evil or Very Mad

Right dconner? Twisted Evil
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