[VoiceOps] Comcast rejecting port requests for 4 months

[Ross Tajvar]

At Comcast, when you file an FCC complaint, it goes to these people (as of
a couple years ago, might be different people now):

William Landis | Engineer 3, Business Escalations
1415 West Diehl Road, Naperville, IL 60563
Office: (331) 814-3041
william_landis at comcast.com

his boss:
Jeff Cox | Manager, Business Escalations
Operations
1415 West Diehl Road, Naperville, IL 60563
Office: (331) 401-5525
jeffery_cox at comcast.com


They've been helpful to me in the past even without an FCC complaint, and
one time even without being a customer (I kept getting business
advertisements at my house). You could probably save some time by reaching
out to them directly.

As a sidenote, I've usually been able to request a CDR via the winning
carrier and then build the ports based on the info the losing carrier
provided. But it sounds like you're past those kinds of efforts at this
point.

Best of luck,
Ross

On Thu, Jun 16, 2022 at 5:58 PM Shawn L <shawn at rmrf.us> wrote:

> 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
>>>
>>>
>>>
>>> _______________________________________________
>>>
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>>>
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>>>
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>>>
>>>
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