Phone Numbers
When you join Vonage, there are all sorts of telephone number options available. Here are some of the ways you can make your new phone number work for you.
If you've got cable broadband
If you've got cable broadband connection, such as Virgin, you can keep your existing phone number when you join Vonage. You don't have to do this immediately. When you're ready, simply log on to your Vonage account, go to 'Add-ons' and ask us to transfer your old phone number. You can find out more here.
We'll sort out the transfer, which takes about 10 working days (see below under the section "Number porting compensation scheme". During the transfer process, you will effectively have two phone numbers to use – your original landline phone number and your new, temporary Vonage phone number.
Once the transfer is complete, this new Vonage number will be replaced by your own familiar number. Your old cable phone line will automatically be cancelled. It's all pretty seamless, and this process won't affect your cable broadband connection.
If you've got ADSL broadband
If you've got ADSL broadband (eg BT), then you may not be able to keep your old phone number – or the process may be more complicated. You can find out more here. But you can still save money by adding Vonage as a second phone line.
Number porting compensation scheme
We shall take all reasonable steps to ensure the transfer of your number and subsequent activation is completed within one business day provided all necessary activation processes have been completed, the network connection is ready for your use and (where you wish to port your telephone number to Vonage) your donor provider has received a request to activate the transfer of your number from us and agreed a transfer date ("the Required Activation Requirements"). The one business day time period starts from the agreed date of port and once an agreement to port has been concluded between us and (where you wish to port your telephone number to Vonage) your donor provider (i.e., following completion of all the Required Activation Requirements).
Following completion of all the above Required Activation Requirements we shall send a notification to your email address registered on your Vonage account informing you of the date when your number will be transferred. If having notified you of the date when your number will be transferred there is a subsequent delay in the Required Activation Requirements, we shall inform you (by written notification to your email address registered on your Vonage account) of the new date when your number will be transferred. Any change to the date when your number will be transferred due to the Required Activation Requirements not being completed shall not constitute a delay or abuse in porting and shall not give rise to a claim for compensation.
Subject to the Required Activation Requirements having been completed, if we delay the transfer of your number for more than one business day or where there is an abuse of porting by us, we shall (following receipt of a valid and genuine claim from you) pay compensation to you as soon as is reasonably practicable for such delay and/or abuse calculated by multiplying your monthly subscription payment by 12, dividing by 365 and multiplying by the number of days late.
Indicative example of compensation payable to a V-Plan UK customer for 3 days qualifying delay:
£5.99 (monthly subscription) multiplied by 12 = £71.88
£71.88 divided by 365 = £0.196
Rounded to the nearest penny = £0.20
£0.20 multiplied by 3 (qualifying days of delay) = £0.60
Details of how compensation may be claimed are set out in our Customer Complaints Code.
Examples
Edith didn't want to hang up on her old number
Edith was loath to lose her familiar old number. So she decided to try out Vonage. When her adapter arrived, she tried it out with a spare handset. For the next few days, Edith happily made cheap calls on her new Vonage line, knowing she was already saving money. Her friends carried on ringing her on the old Virgin landline. Then, satisfied with her Vonage line, Edith went online and requested a transfer. Ten days later, her Virgin line was automatically cancelled (her broadband wasn't affected). Her friends were none the wiser.
