[VoiceOps] Port Away Cancel Service

[Carlos Alvarez]

 I would immediately contact the customer and first of all, ask if they are
aware and want to authorize it.  We’ve only ever had one “theft” port-out,
but that was one too many.  Secondly I would let them know what their
contractual obligations are and ask for their intentions with the overall
service, and proceed from there.  Inform them of what their last invoice
will be and get their approval/agreement along with agreeing that it’s due
within 30 days.

We’ve had new port-in clients who don’t listen when I tell them to notify
the old carrier, and #4 happens.  In one case they paid thousands for a
couple years.  That’s just scumbaggery.

On the other hand, we’ve had a customer come back to us because they said
we helped them move out in a very helpful way, and didn’t try to fight or
be assholes.  The new carrier turned out to be cheap but shitty, so they
came back.  That would not have happened if they had left with bad feelings.

Last year we lost a customer because they were bought out by a huge
conglomerate, with their own telecom staff of at least six people.  The
telecom director told me that we had been the easiest to move away from and
the most outwardly helpful that she’s ever seen in her career.  No dollar
benefits here, but I feel good about doing good business.


On Dec 29, 2022 at 1:21:09 PM, Mike Hammett via VoiceOps <
voiceops at voiceops.org> wrote:

> I have two conflicting opinions in my head (origin unknown) of what to do
> with the subscriber's service when they port away. In the absence of
> requirements, what are people generally doing?
>
> 1) They've ported a given number away, so clearly they don't want our
> service. Terminate the service and enact any termination provisions in
> their agreement.
> 2) Contact the customer (after the port is complete) and confirm their
> intention to cancel. Terminate the service and enact any termination
> provisions in their agreement.
> 3) Contact the customer (once the LSR is received) and confirm their
> intention to cancel. Terminate the service and enact any termination
> provisions in their agreement.
> 4) Do nothing different until the customer contacts you to cancel.
> 5) Something else.
>
>
> Number 3 seems like the one most likely to have a regulatory issue, given
> that you're contacting the customer during the port process, but I think as
> long as you don't do any retention attempts, you're alright.
>
>
>
> -----
> Mike Hammett
> Intelligent Computing Solutions
> http://www.ics-il.com
>
>
>
> Midwest Internet Exchange
> http://www.midwest-ix.com
>
>
>
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