Where you wish to transfer your number away from Vonage and we receive a transfer request from your new communications provider we shall take all reasonable steps to process the transfer of your number as quickly as possible. If you believe compensation should be paid because a number transfer is delayed you should contact your new provider and resolve the issue with them.
Not all numbers can be transferred to Vonage.
Where a number can be transferred to Vonage it typically takes 20 business days to complete. The process starts with the customer completing a letter of authority (LOA) which authorises Vonage to request a number transfer from your existing provider to Vonage. The information on the LOA must be accurate and complete and match the information held by your existing service provider. If the information is not accurate or incomplete or does not match the information held by your existing service provider it is likely the transfer request will be rejected by your existing service provider. This will cause a delay and lengthen the time taken to transfer your phone number. Delays of this nature do not qualify for compensation from Vonage.
For Vonage to start a number transfer we require the customer to have plugged in their phones, to keep them connected to the Vonage network and to have made and received calls. Where the customer does not perform these actions the number transfer will be delayed and will not qualify for compensation from Vonage.
Once the transfer is agreed by your existing service provider, the existing provider will provide a transfer date which Vonage will notify to you. Vonage or your existing provider may change the transfer date for operational reasons up to the day before the notified transfer date. A change of transfer date in this circumstance does not qualify for compensation from Vonage.
If the notified transfer date has not been amended by the day before transfer is due then the transfer date is confirmed.
If the number transfer has not completed 1 business day after the confirmed transfer date then you are entitled to claim compensation from the 2nd business day after the confirmed transfer date up until the number transfer completion date. Any compensation awarded shall be in full and final settlement of any claim you may have against Vonage (now or in the future) in respect of the delay.
Compensation is calculated by multiplying your monthly subscription payment by 12, dividing by 365 and multiplying by the number of days late.
Details of how compensation may be claimed are set out in our Customer Complaints Code.
Version Date: 27th May 2016