If you’re on Vonage, this line is disconnected.

I was a Vonage customer for years. First with a residential line, then another personal/business line, and then most recently my primary business phone was a Vonage line. Vonage is fine, I’m not going to complain about quality, it’s as good as our internet connection, which isn’t amazing, so there’s that. I switched my business line over to Ooma. I liked the feature set, the mailboxes and the pricing. It works/sounds great. No complaints there other than the lack of voicemail transcription. Both Google Voice and Vonage have that, it rules.

So Ooma’s cool, it’s working fine, I’m happy, but if you’re a current Vonage customer and you call our work line, you get a message saying the the line is out of service and can not be connected. This is because Vonage still has routing in place for my number that assumes it to be ‘within network’ if you will. But now that the number resides elsewhere in the ephemera, I am not at all ‘in network’. There are numerous posts about this phenomenon online, and there are some people saying that Vonage isn’t trying to be malicious, it’s just the system, blah blah. That’s bullshit. A five minute phone call to Vonage Technical Support is all it takes to ask them to fully release your number. It’s a simple task, and it should be automatic whenever anyone cancels their account. The fact that it is not automatic is what makes it malicious. There is absolutely no reason whatsoever for them not to release the number completely and the only thing it causes is inconvenience.

Furthermore, most people do not realize that this is going on. We’ve gone for at least three months before it became strikingly obvious that Vonage customers were unable to contact us properly. How much business did we lose? Probably enough to negate the savings that I assumed in using a VoIP phone line.

So there’s a quick rant, hoping that someone else may stumble across this and it will help them to avoid the same negative affect. If you cancel your Vonage, make a point of telling them to release your number completely, and then go and confirm that it has been done by having a friend or foe with Vonage call your line to check it.

One thought on “If you’re on Vonage, this line is disconnected.

  1. bryn11

    This just happened to me. Fortunately there are enough people that I know who ARE on Vonage so that it didn’t take long before I encountered one who alerted me to “ne na neee… this number has been disconnected”. I have a small business, I don’t know how many people couldn’t get thru over the past 10 days. Bummer. But to think in the Absolute good – I expect I will get 30, 60 or 100 times more sales as a result – since it wasn’t my fault.

    When I called them the tech guy said “oh I know what you are talking about and said “it is supposed to happen automatically but sometimes things fall through the cracks”.

    Either way, I am really surprised that the new carrier (Verizon) wasn’t quick to suggest that this could be the issue. In fact, it was my Intuition that kept telling me “something has got to be wrong on the Vonage end.” Another great opportunity for me to rely on my Inner Voice rather then an outer organization, person, place or thing. Had I continued to listen to Verizon, they were going to have me go into a store for a tech to look at the phone in person.

    I may consider asking for a credit from Verizon on this, perhaps that way they will be more proactive in helping new customers navigate the transition.

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