[VoiceOps] Comcast rejecting port requests for 4 months

[Shawn L]

I just wanted to add (after I saw Aaron's comment which got stuck in my
spam) -- when you contact the state Public Service Commission, the carrier
jumps.  When I did it last, senior Spectrum management reached out to me
within a day or two and fixed the current issue, gave me porting
escalation contacts (which I already had and had contacted) and wanted to
do whatever it took to fix the issue.   Unfortunately, it didn't last.

On Thu, Jun 16, 2022 at 5:41 PM Shawn L <shawn at rmrf.us> wrote:

> Pretty much every time we port from Spectrum (ie ~ 90%) I have to open a
> ticket with them the next day to actually get the numbers removed from
> their switch.  They always port the number to our LRN, but then no Spectrum
> customers can call it once that's done.  Even after Spectrum removes their
> CPE equipment, they don't remove the numbers or routing and their customers
> can't complete a call to the ported numbers.  Normally, I'd say it's their
> problem, but when the company who just ported calls and says "I can't call
> my office from my house, you need to fix it", I open a ticket and 4-24
> hours later they reply with a resolution.
>
> Contacting the state PSC helped for a month or 2, then they went back to
> their 'normal ways' and blame it on staffing shortages.
>
>
> On Thu, Jun 16, 2022 at 4:49 PM <adam at plexicomm.net> wrote:
>
>> 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 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>
>> <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
>>
>>
>>
>> _______________________________________________
>>
>> VoiceOps mailing list
>>
>> VoiceOps at voiceops.org
>>
>> https://puck.nether.net/mailman/listinfo/voiceops
>>
>>
>> _______________________________________________
>> VoiceOps mailing list
>> VoiceOps at voiceops.org
>> https://puck.nether.net/mailman/listinfo/voiceops
>>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/voiceops/attachments/20220616/182a712e/attachment-0001.htm>