However, if my own experience with their customer service team for the porting of my phone number from AT&T to ooma is indicative of how they are able to support their customers, I wonder whether ooma is going to survive.
Ooma contacted AT&T last week and had my home number transferred to ooma’s control. Beginning Friday morning (2/20), anyone dialing my original home number got a message "The number or code you have dialed is incorrect". Great!: I figured that I was only an hour or two away from having my old number ported and brought up live with ooma. By Friday afternoon this had not happened, so I called ooma customer support (30 minute wait). I was told by a nice ooma customer service agent that "ooma engineers were testing the quality of the line for my port" (??) and the work would be finished by 5 pm PST. More than two days later: ooma still has not activated my “ported” number into their system. Friends and family are emailing me "Why has your home phone gone dead?". Want to waste a bunch of time on your weekend? Just call ooma phone support to ask about the foul up with the porting. I’ve done this several this weekend, and each time I have been dropped into ooma’s dead end “extension 215” mailbox after a half-hour on hold. :--(
I am a manager for technology services for a university with over 20,000 users. I know first-hand that customer support is not easy, and you never, ever reach perfection. But I think I would be out of a job if my department offered the quality of user support that ooma, right now at least, is serving up to its paying customers. (Premier level, at that.)
I would seriously raise hell if they lose my number.
Please keep us posted on what happens.
**PS- I HAVE successfully ported 2 Ooma numbers 4-6 months ago when Ooma was not as hot and blown up as it is today, it did go well.
I am currently in the process of porting 1 more number over, and its been 1 week now, with no emails of any receipt of my LOA form...this sucks
I got three emails from ooma during Monday afternoon that my number had been successfully ported. (Whew! I was seriously worried that my 20-year home phone number had been tossed into the bit bucket.) I'm on the road for business this week..but I called home and everything is copacetic with the new port.
I hope the three-day number port process was just an atypical bump in the road with ooma, and that I (and others) can go back to being contented customers. Keeping my fingers crossed! :--)