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Vonage here goes guys ...
i know number transfers are the number 1 reason for cancellations
here goes guys ...
i know number transfers are the number 1 reason for cancellations (i should know) they even beat out tech problems ... which means that people who have the service hooked up and working are still calling to cancel because they can't get their number that they've had for 5.10.20 years
the truth is the process is a lot more complicated than i thought and probably than the company lets on about ... some do happen quickly and as a whole, the process has definitly gotten better in the last few months ... the only problem is communication ... process goes customer - Vonage - carrier then back carrier - Vonage - customer ... which means there is a delay ... which is not an excuse or a reason why ... but hopefully an answer
regarding a transfer ... if it is that you have completed your end of the paperwork ... ask for the carrier:
focal - very good as of late ... transfers in less than 20 days in most cases
paetec - good but not great ... usually 20 -30 days
telcove - so so ... i've seen 20 but usually 40 days
xo- not so good
kmc- mom always said if you don't have anything nice to say
ask for an escalation ... there are 3 possible escalations ... the LNP escalation team, the executive response team, and the VIP retention team ... each does basically the same thing ... they ask for daily statuses from the carrier ... myself i work on the VIP retention team ... we get response from the carrier on tentative dates, problems with the transfer, permanant dates and are responsible for communication with the customer ... the next time you call ask for an escalation ... i know you must be upset and frustrated but if you work with the rep the rep should work with you ... i'm sorry in advance if you have any more problems but i'm jus doin my best here for you guys ... there's 1/2 a million customers and i can't make everything better for everyone ... who knows ... maybe we'll get to talk on the phone someday ;-)
Read The Full Thread: Getting more and more disillusioned about the LNP
• It's been almost three months now with no status change on my LNP. My calls to Vonage
• Unfortunately, the LNP process is much more complicated than we have been let
• As much as I would love to demonize Bellsouth, multiple calls to them have convinced
• "I am contacting you in regards to your number transfer. Unfortunately
the
• I am wondering the same thing. If Vonage has hired this mystery carrier to do the
• My LNP took too long as well. Three times I was given a date, and three times it came
• Thank you for the great info, ToddlerTN. I am in TN as well and have been trying to
• Being in the IT industry, it really scares me when CS Reps keep referring to everything
suprmanjoe posted "here goes guys ...
i know number transfers are the number 1 reason for cancellations" on 03/27/2005 |
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