[VoiceOps] Comcast rejecting port requests for 4 months

[adam at plexicomm.net]

Comcast sounds scary. 

I’ve worked with Verizon, Time Warner, Frontier, and Spectrum.  I think the longest I spent on a port was 8 months.  

 

From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Paul Timmins
Sent: Thursday, June 16, 2022 4:39 PM
To: voiceops at voiceops.org
Subject: Re: [VoiceOps] Comcast rejecting port requests for 4 months

 

Absolutely. The team that does it is startek in the Philippines anyway 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 <mailto: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  <mailto:voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> On Behalf Of Aaron de Bruyn
Sent: Thursday, June 16, 2022 4:09 PM
To: voiceops at voiceops.org <mailto: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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