[VoiceOps] Comcast rejecting port requests for 4 months
Nate Burke
nate at blastcomm.com
Thu Jun 16 18:29:40 EDT 2022
Not sure about the people, but I live in Naperville, and Comcast has
left that building (all their signage is down)
On 6/16/2022 5:21 PM, Ross Tajvar wrote:
> 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 <mailto: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 <mailto: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
> <mailto: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
> <mailto: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
> <mailto: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
> <mailto:voiceops-bounces at voiceops.org>> *On Behalf Of
> *Paul Timmins
> *Sent:* Thursday, June 16, 2022 4:39 PM
> *To:* voiceops at voiceops.org <mailto: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 <voiceops-bounces at voiceops.org>
> <mailto: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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