Porting success, but communications needs improvement

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caseybea
Posts: 196
Joined: Wed Jan 06, 2010 9:52 am

Porting success, but communications needs improvement

Post by caseybea » Tue Feb 16, 2010 8:55 am

Thu 1/21: Submitted porting request, electronically. Credit card charged $39.99 within a day.

Fri 1/29: After not hearing anything from Ooma regarding my port, I call CS. I am told someone would get back to me via email in 24-48 hours.

Mon 2/1: I call again. I ask why I have not yet received my email indicating my scheduled porting date - that is promised to arrive within 5 business days of a port request. Lots of apologies, I am promised an email. I am verbally told my port date is 2/18.

Thu 2/4: Still no email. I call again (now the THIRD call on this request). I finally get an email two more days later, yes, it's scheduled for the 18th. At least I finally have it in writing - which is what I should have automatically gotten in the first place.

Mon 2/15: My port happens. The only email I get today is that my "account number" has changed. This both astonishes and frustrates me, because now my phone at home is dead before I planned; my wife was home working for the day and had no idea why the phone was dead.

So.... while the port DID happen... It was like pulling teeth to actually get Ooma to communicate to me in writing when it would happen.. and then the date they told me wasn't even the right one. The fact that it happened 3 days early is immaterial, I was not prepared the night before to unhook AT&T and enable Ooma dialtone throughout the home's phones. My wife was arguably ticked she had no phone the day she was home from work.

Dear Ooma: Your technology is really really awesome. :cool: Your communication to customers blows. :x
Ooma Hub customer since January 2010
Telo2 upgrade (hub retired) October 2016
Service Level: Core

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Leeway
Posts: 933
Joined: Tue Apr 28, 2009 6:50 pm
Location: North of Milwaukee WI

Re: Porting success, but communications needs improvement

Post by Leeway » Tue Feb 16, 2010 2:21 pm

OK, your wife had the day off.

Seriously, on the day of porting for the most part the phone doesn't work even if you had activated the home lines. The porting process takes the bulk of the day and often into the evening.

I just kept two phones connected while waiting but on my porting day both were out of commission for most of the day.

Lastly, you also should have gotten an email from AT&T telling you that your account was ended.

Also, if you have CID, that doesn't happen instantly either.


Donna

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caseybea
Posts: 196
Joined: Wed Jan 06, 2010 9:52 am

Re: Porting success, but communications needs improvement

Post by caseybea » Tue Feb 16, 2010 9:41 pm

Leeway wrote: Seriously, on the day of porting for the most part the phone doesn't work even if you had activated the home lines. The porting process takes the bulk of the day and often into the evening.

I just kept two phones connected while waiting but on my porting day both were out of commission for most of the day.
Right. But, my porting day didn't occur the day they told me. The entire point of my post: Communications from Ooma is POOR. Or their porting team failed. Or both. I don't mind my phone being out of commission for the process- so long as I know when it was to happen. Fail.
Leeway wrote: Lastly, you also should have gotten an email from AT&T telling you that your account was ended.
Nothing there either. I didn't expect anything though. I do expect to see a final bill soon however..
Leeway wrote: Also, if you have CID, that doesn't happen instantly either.
I understand, that's not the problem. The problem I had-- communications from ooma throughout this whole porting process has been terrible. Which aligns with all of my customer experiences from them as well. Promises to call me back, promises to email me back, etc. Nothing.

Again-- I like the ooma technology. Their customer service and porting team needs a whap upside the head.
Ooma Hub customer since January 2010
Telo2 upgrade (hub retired) October 2016
Service Level: Core

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