[VoiceOps] Comcast rejecting port requests for 4 months

Thu Jun 16 18:35:12 EDT 2022

Ah, didn't know that. Well, with any luck those guys still work there, just
in a different physical location.

On Thu, Jun 16, 2022 at 6:30 PM Nate Burke <nate at blastcomm.com> wrote:

> 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
>
> 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> <voiceops-bounces at voiceops.org> *On
>>>> Behalf Of *Aaron de Bruyn
>>>> *Sent:* Thursday, June 16, 2022 4:09 PM
>>>> *To:* <voiceops at voiceops.org>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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