[VoiceOps] Port Away Cancel Service

[Jeff Waddell]

We notify once LSR is received to have them contact us immediately if it
was not intended, if it was intended they don't have to do anything.

We terminate the service linked to the number (usually just the number) and
bill per termination clause in agreement.

We also let them know that we will continue to bill until we receive a
cancellation order from them and provide them with instructions on how to
do so and that cancelled services are subject to the termination clause of
their agreement

On Thu, Dec 29, 2022 at 3:48 PM Carlos Alvarez via VoiceOps <
voiceops at voiceops.org> wrote:

> 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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