[VoiceOps] CSR Request?

[Erik Flournoy]

Carlos,

The best way to handle this is to establish a relationship with the losing
provider AND work with a CLEC that works with providers nicely.  The
problem you face is there are to many middle people.  Everyone faces the
problem you are facing including government agencies.  I would recommend
you getting your own SPID and establishing a relationship with the losing
CLEC.  Then with the winning CLEC ensure that your SPID is listed as an ALT
SPID.  When I worked at a CLEC in honolulu, hi a CLEC that we ported for
insisted for those exact reasons. How will anyone know who owns a number if
it's passing One CLEC and two resellers.


Erik Flournoy
808-426-4527
301-218-7325

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On Tue, Dec 11, 2012 at 11:59 AM, Carlos Alvarez <carlos at televolve.com>wrote:

> On Tue, Dec 11, 2012 at 2:24 PM, Mary Lou Carey <marylou at backuptelecom.com
> > wrote:
>
>>
>> 4.  If all else fails, find the number for billing questions on the
>> customer's bill and ask the client to be on the call with you so you can
>> request the CSR be sent. They can refuse to send it to you, but they can't
>> refuse to send it to their customer so worst case scenario your customer
>> will have to order it and you'll have to pick up the information from them.
>>
>
> We regularly have losing carriers tell our customer that they won't
> provide CSRs to the customer.  Working on just such a situation right now.
>  The company is Cablevision in NY.  It seems like the cable companies are
> the worst ones to deal with, Cox is awful too.  Maybe they think they are
> unregulated?
>
> Here's the actual transcript of the customer service person talking to the
> customer:
>
> Deshun T.: Hi, my name is Deshun T.. How may I help you?
> Eric Bonharme: I wish to port some of my phone numbers to another carrier.
> Can you please provide me with a CSR?
> Deshun T.: If you want to move your phone number to another provider you
> contact them and set it up with them and they contact us for you .
> Eric Bonharme: No, that's not what I've been told. This is what my new
> provider has sent me the following message:
> Eric Bonharme: Since we are porting in six numbers, we'll need the
> existing CSR information for those numbers. If you would call your existing
> carrier and tell them you need CSR to provide to your new carrier for
> number porting, they will understand that
> Deshun T.: Iwill double check for you now
> Deshun T.: There is a process that the other provider puts you the person
> claiming to own the phone numbers and if that is correct they submit the
> move. That's with any carrier any where.
> Deshun T.: If the other provider wants your phone numbers they do all the
> work contacting us, once you verify your becoming their customer, for all
> your lines.
> Deshun T.: Is there anything else that I can assist you with today, Eric?
> Eric Bonharme: Can you send me a transcript of this chat?
> Deshun T.: Sorry I can't but it is documented on your account for the
> record.
>
> --
> Carlos Alvarez
> TelEvolve
> 602-889-3003
>
>
>
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>
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