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#50785 by RadioActiveLamb
Thu Mar 18, 2010 5:35 pm
I've been trying to port my number since January. Ooma has had zero communication with me throughout the process. I found out that they declined the port because I have DSL on the same circuit. I had to call after three weeks to find this out since they didn't call or email me. AT&T Told me (three different support people) that if my main number was ported away that the DSL would simply become a dry-loop and that I'd have to call back to get the billing changed. I was told that services like Vonage do this all the time. Ooma stopped the port because they said I cannot do it that way and that AT&T was wrong. Fine... I ordered a dry-loop circuit and had it installed. I moved the Ooma to that circuit, called AT&T and cancelled the DSL but left the phone line. All worked great. I called Ooma to resume the process. I was told to expect a phone call within 24 hours (third time I've been told that). Now, two weeks later, still nothing. Because my original DSL circuit was the Pro+S (static) service, I was paying almost $90/month for it. So-far, I've paid an extra two months on that, and going for my fourth month on the phone line. So much for savings...

I'm losing a lot of confidence with this company. Am I in risk of losing my phone number? I've had it for about 15 years. The Ooma device is working fine, but the customer service is the worst I've ever received from any company, and I've worked in the IT field for 22 years!
#51362 by rodak
Fri Mar 26, 2010 6:06 am
I don't have an answer, but I'd be interested in hearing some other opinions. One other poster here said he did it backwards - ordered the number port, then when he got the change date from Ooma, he signed up for dry-loop DSL, and selected the date to coincide:

viewtopic.php?f=2&t=6784

As I posted on that thread, I went part way into the service change dialogs at AT&T, to see what would happen, and it became more confusing - it looked like I couldn't sign up for dry-loop (which I'm assuming is what AT&T calls "DSL-Direct") without losing my local phone service. I could not see any way of "separating" the two, as Ooma specifies. I really hate to even try calling AT&T customer service, for fear of the runaround, wrong answers, and attempts to change my mind about converting my number over.

I'm about ready to just drop my old phone# and switch to my Ooma-assigned number. It won't be a huge deal for me, but I'm sure there are others reading this that have a lot more at stake to consider changing phone#s.
#51607 by ydnar723
Mon Mar 29, 2010 3:54 pm
Some carriers will port a number if DSL is on it, some won't. I know Verizon used to be one of those companies that would reject a request if data was on the line unless the winning carrier was able to indicate a "Dual LOA" (I know this works with Fairpoint) which meant you provided a letter of authorization for both your data and voice service provided on the same circuit. It is quite backwards and pointless if you ask me as carriers can't "take over" data and can only take a phone number.
Sure if they just drop the number and keep data that is pretty normal.
I am curious who is telling the truth as I don't think Ooma (or their underlying carrier) can stop (or any carrier for that matter) porting in a number unless of course the loosing carrier does.
I have to admit you went through quite a process to get a different circuit and everything when this is simply a billing change for At&t and Ooma should only care for the number.
Unfortunately every carrier is different on how number ports and data work, not all companies play in the same sandbox these days.
#52433 by syculmaun
Tue Apr 06, 2010 5:26 pm
I've had the same problem between Verizon and Ooma. I blame verizon for not changing the dsl account number automaticaly upon recieving a port request. I think they are being spiteful. At this time both companys claim they own the number and I recieve half my calls. I think that I may just go with the Ooma generated number. But I want my $40 back, the port did not work out no matter who's fault it is.
#52440 by southsound
Tue Apr 06, 2010 5:49 pm
syculmaun wrote:I've had the same problem between Verizon and Ooma. I blame verizon for not changing the dsl account number automaticaly upon recieving a port request. I think they are being spiteful. At this time both companys claim they own the number and I recieve half my calls. I think that I may just go with the Ooma generated number. But I want my $40 back, the port did not work out no matter who's fault it is.

Seems reasonable, but before you give up, find a post where the author is an ooma moderator - Bobby B, Dennis P, or Ntoy. Click on the little envelope under their name and send them a personal email. These guys are great at solving the unsolvable so I would give them a shot. If they can't fix things, I'll bet they could arrange your other option - giving up on your old number and returning the porting fee. Seems right to me and I've found these folks to be more than fair!

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