[VoiceOps] Comcast rejecting port requests for 4 months

[Paul Timmins]

Absolutely. The team that does it is startek in the Philippinesanyway 
last I knew. They work on a different schedule than the continental US, 
and aren't empowered to solve most problems.

If you think being persistent matters, it doesn't. They won't even let 
you get to a human to complain. The PUC and FCC is the only thing they 
care about because they don't want to get fined.

To be fair, when their process works, it works. When it breaks down, 
there's no real way to work it out of process. They're simply too big, 
and their roles too bifurcated to actually let someone work something 
they aren't typically able to address.

-Paul

On 6/16/22 16:33, Aaron de Bruyn wrote:
> Comcast flat-out won't let customers talk to the team that accepts or 
> rejects ports.
>
> -A
>
> On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net wrote:
>
>     I try to get all stake holders on a conference call.  New carrier,
>     old carrier, you, and the customer.
>
>     -Adam
>
>     *From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of
>     *Aaron de Bruyn
>     *Sent:* Thursday, June 16, 2022 4:09 PM
>     *To:* voiceops at voiceops.org
>     *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
>
>     Hey everyone,
>
>     We have a large SIP trunk with Comcast with around 275 numbers
>     attached.
>
>     We've been trying to port about 200 of those numbers to another
>     provider for the past 4 months to do some geeky things that
>     Comcast doesn't support.
>
>     Due to reasons only known to Comcast, there are 5 different
>     account numbers vaguely associated with those phone numbers and I
>     keep getting wildly different answers from Comcast staff.
>
>     One is for the EDI circuit.
>
>     One is for the AdTran.
>
>     One is for the SIP Trunk
>
>     One is for "master billing"
>
>     One is a "hierarchy account"
>
>     The winning carrier has submitted the requests with every possible
>     combination of account number and 'CPNI code' (Comcast's account
>     PIN) we have along with all our addressing information, copies of
>     bills, etc...and Comcast keeps rejecting it with zero useful
>     information. i.e. bad address, bad PIN, bad account number, etc...
>
>     Every time I even mention "porting out" to a Comcast rep, they say
>     "FCC regulation prevents us from talking about it".
>
>     The winning carrier has had so much trouble, they finally sent me
>     the "port order number" and said "call Comcast and talk to them
>     about it. Good luck."
>
>     Of course calling the Comcast porting number gives you a short
>     recorded message about "due to COVID, use some portal /click/".
>
>     I'm technically a contractor for the end-user and not a phone
>     service provider, so I don't have access to whatever portal they
>     are talking about.
>
>     It's been absolute /hell/. Any thoughts on how I can get Comcast
>     to get their crap together? I've never had so much trouble porting
>     numbers away from a carrier.
>
>     -A
>
>
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