VoIP customer service is a concern

The explosive growth of residential VoIP services may be outstripping the VoIP companies’ ability to keep up with the growing number of customer service complaints, noted TRAC in a recent edition of Newsday. "The issue of customer service is one that we're concerned about because VoIP services are definitely growing," TRAC Research Associate John Breyault was quoted as saying.

The Newsday article described difficulties that a Long Island, New York woman had in getting her phone number transferred from Vonage to Verizon, eventually losing the number altogether. Consumers who are switching their home phone service to another carrier should always be sure to initiate service with the new carrier BEFORE cancelling service with the old carrier. It is incumbent on the new carrier to initiate a number porting request with the old carrier so that the subscriber’s number does not get placed back in the number “pool” from which phone numbers are drawn for new accounts. To read the full article, click here

Source: Telecommunications Research and Action Center. http://www.trac.org