I recently arranged for a Vonage phone number to be ported to my Comcast account. Vonage was spotty in my office, and I was assured that Comcast would be much better and much easier to use as Voice2Go. I set it up almost two months ago, and did some "no dial tone" troubleshooting with a CSR that first week. I believed I was good to go, and cancelled my Vonage account.
Today, I was trying to verify Voice2Go was working and discovered that I wasn't actually receiving inbound phone calls on the VOIP line at all. It rings and then disconnects without ever ringing the phone or transferring to voicemail. I notified a CSR, who walked me through some troubleshooting, then asked that I fill out an online form and notify the Porting department in an hour so they could complete the port. I did all of that.
For reasons that aren't totally clear to me, I am being told now that the port never went through. That doesn't make sense to me, as I can call OUT on that line without any problems, and it shows my name and the correct phone number when I do so. I simply cannot receive phone calls. Now they say that I have to get Vonage's permission to have the number fully ported. Vonage doesn't even have an account for me anymore, because the port was at least partially successful. I hope so: I paid an early termination fee to get out from under them.
This number is on my business cards. I really want to keep this number, but I am not going to spend more time on the phone to fix things that I was told were fine six weeks ago. When I left Vonage for Comcast, I waited until I was told the port was successful so that I wouldn't lose this number.
The Porting rep offered me a new number I could activate today. No good. I need the number on my business cards to work. I don't want a new number, I want the number that halfway works to ALL THE WAY work.
I thought this was handled weeks ago, but it turns out for two billing cycles I was paying for a phone that cannot ring and never goes to voicemail.
If I have to get a new number (and as a consequence new business cards), I might as well do it with another company.I certainly haven't received anything like good troubleshooting or customer service on this matter.
I never take out my unhappiness with a company on frontline staff, but when the porting rep said to me "I'm sorry IF that happened" I just about lost it.
I asked to be contacted by a supervisor, but almost five hours later, I'm still waiting.