Hold for customer service disconnects callers at 21 minutes.

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AngelaKendig
Posts: 68
Joined: Mon Jan 12, 2009 5:45 pm
Location: Orange County, CA

Hold for customer service disconnects callers at 21 minutes.

Post by AngelaKendig » Mon Jan 12, 2009 5:49 pm

I've called 4 times regarding porting my home number over to a new OOMA account but can't get through without being disconnected after 21 minutes on hold. Frustrating when support closes in 10 minutes and I started calling at 4:30pm.
The nice thing about not planning is that failure comes as a complete surprise.Image

AngelaKendig
Posts: 68
Joined: Mon Jan 12, 2009 5:45 pm
Location: Orange County, CA

Re: Hold for customer service disconnects callers at 21 minutes.

Post by AngelaKendig » Tue Jan 13, 2009 8:34 am

So I registered my OOMA online and followed instructions to call customer service about porting my home telephone number. Never got through yesterday, had about 6 disconnects after exactly 21 minutes on hold. Trying again starting at 8:00am with my first disconnect completed. Currently going for round 2. If this forum is monitored, please have CS call me on the number used to register on this forum. I will update this thread with any results this evening.
The nice thing about not planning is that failure comes as a complete surprise.Image

bdot
Posts: 13
Joined: Tue Jan 13, 2009 12:47 pm

Re: Hold for customer service disconnects callers at 21 minutes.

Post by bdot » Tue Jan 13, 2009 12:48 pm

I am getting Your call cannot be completed as dialed when I call the customer service number.

AngelaKendig
Posts: 68
Joined: Mon Jan 12, 2009 5:45 pm
Location: Orange County, CA

Re: Hold for customer service disconnects callers at 21 minutes.

Post by AngelaKendig » Tue Jan 13, 2009 1:56 pm

OK. Finally reached someone. I had registered my OOMA online so technically I am a customer now. I was choosing menu option 2, that I wasn't a customer, and then option 2 again to inquire about number porting. Once I chose option 1, existing OOMA customer, then option 2, phone porting, someone picked up in about 15 minutes this morning. A form will be emailed within a few days for me to fill out and fax back to start the porting process. Good times.
The nice thing about not planning is that failure comes as a complete surprise.Image

rbuck
Posts: 30
Joined: Mon Jan 05, 2009 5:43 pm

Re: Hold for customer service disconnects callers at 21 minutes.

Post by rbuck » Tue Jan 13, 2009 3:47 pm

Ya, option 2 at the beginning puts you into no mans land :)

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