Port gone wrong, and customer service no help

Got something else to discuss that is not covered by the previous forums? Post it here!
TheMouse
Posts: 6
Joined: Tue May 04, 2010 1:56 pm

Port gone wrong, and customer service no help

Post by TheMouse » Tue May 04, 2010 2:02 pm

So I am the owner of TWO OOMA Premium accounts. I wanted to port numbers from my previous carriers over to my OOMA accounts. One went through perfectly fine. The other.. welll....

So my previous carrier is verizon. I submitted all the paperwork to OOMA first week of March, and weeks went by and they told me that they needed another copy of my bill. I sent them another copy. They indicated that there was a problem on Verizon's end and they weren't allowing the number to be ported. I called verizon, Verizon said the number was already ported over on March 22, and they no longer have access to the number. I've called OOMA several times, and they keep telling me they will look into it and call me back. I never get a call from them. Each time they tell me the same thing. It has been 2 months without my phone number Verizon says it was successfully ported out while OOMA says it was not. I am so lost here.

Ticket #: LEC40523


Thank you.

User avatar
southsound
Posts: 3519
Joined: Fri Feb 06, 2009 11:31 am
Location: Harstine Island, WA

Re: Port gone wrong, and customer service no help

Post by southsound » Tue May 04, 2010 2:36 pm

Some of the ooma moderators browse the forum but I would like to suggest that you take a more proactive approach. One of the great people from ooma - ntoy, (Norman Toy) has helped many folks who seem to be at a loss for where to go. Find his profile by going to Members - right now his name is on the third page but it will change over time. Click on his name to bring up his profile then click on the little envelope to open up a mail window to him. Post the same information to his email plus anything else you feel might help. I'm sure he'll get things straightened out!
ooma customer since February 2009
VoIP hardware: 2 Telo w/3 handsets & Linx / ooma core
Total Lines: 8 / Numbers: 11 / Handsets: 20
Lifetime Premier Member
Friends don't remember what Landline Integration was or why we did it.

User avatar
lbmofo
Posts: 9337
Joined: Sun Mar 14, 2010 7:37 pm
Location: Greater Seattle
Contact:

Re: Port gone wrong, and customer service no help

Post by lbmofo » Tue May 04, 2010 2:38 pm

Sounds like Verizon released the number already so ooma just needs to provision it.

What happens when you call the number?

If haven't already, you can try sending email to provisioning@ooma.com copying loa@ooma.com and ask ooma to provision your number.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

Image

User avatar
lbmofo
Posts: 9337
Joined: Sun Mar 14, 2010 7:37 pm
Location: Greater Seattle
Contact:

Re: Port gone wrong, and customer service no help

Post by lbmofo » Tue May 04, 2010 2:41 pm

southsound's idea might be better.

PM/Email one of the staff Bobby B, Dennis P, or ntoy and ask for help.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

Image

TheMouse
Posts: 6
Joined: Tue May 04, 2010 1:56 pm

Re: Port gone wrong, and customer service no help

Post by TheMouse » Tue May 04, 2010 3:04 pm

Wow, you guys are incredible. I didn't expect so much activity in such a short amount of time. I'll def try to get in contact with the staff you guys suggested. Thanks so much!

TheMouse
Posts: 6
Joined: Tue May 04, 2010 1:56 pm

Re: Port gone wrong, and customer service no help

Post by TheMouse » Tue May 04, 2010 3:10 pm

lbmofo, to answer your question... When I call the number, it just rings.

I received my last bill from Verizon not too long ago.

User avatar
lbmofo
Posts: 9337
Joined: Sun Mar 14, 2010 7:37 pm
Location: Greater Seattle
Contact:

Re: Port gone wrong, and customer service no help

Post by lbmofo » Tue May 04, 2010 3:24 pm

TheMouse wrote:lbmofo, to answer your question... When I call the number, it just rings.
Most likely a quick fix by ooma provisioning.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

Image

TheMouse
Posts: 6
Joined: Tue May 04, 2010 1:56 pm

Re: Port gone wrong, and customer service no help

Post by TheMouse » Tue May 04, 2010 3:39 pm

okay, cool. I've emailed the staff suggested earlier with the details, as well as provided them a link to this thread.

TheMouse
Posts: 6
Joined: Tue May 04, 2010 1:56 pm

Re: Port gone wrong, and customer service no help

Post by TheMouse » Fri May 14, 2010 1:00 pm

AN UPDATE:

I emailed Norm as some folks suggested. He was very helpful and told me that the number is not hitting the OOMA network and I should contact Verizon to look into it. He also indicated that the phone number appears disconnected.

I contacted Verizon, and they told me that the phone number was ported out to a VOIP company and that it looks like it was "Vocal Communications". They also indicated that OOMA might be affiliated with "Vocal Communications". Anyways, Verizon basically told me that my request to OOMA to port my number out resulted in it being ported out and they no longer have access to the status of the number. I have received my final bill from Verizon. They told me to contact OOMA and have them look into fixing the port, as everything looks good from Verizon's side.

Ugh, so frustrating! I don't know who "Vocal Communications" is. This his a phone number we had with Verizon since 1981 and never had another provider with other than OOMA.

I don't know what to do here... I've literally been on the phone with these companies a dozen times! being tossed back and forth.

I emailed an update to Norm a few minutes ago... we'll see how it goes.

I am really trying to be patient here, but I requested the port in early March and it is now mid May.

User avatar
lbmofo
Posts: 9337
Joined: Sun Mar 14, 2010 7:37 pm
Location: Greater Seattle
Contact:

Re: Port gone wrong, and customer service no help

Post by lbmofo » Fri May 14, 2010 2:22 pm

It is not hitting the ooma network because ooma didn't "take" the number, ooma needs to let the world know that the number routing should come to ooma. If haven't already, you can try sending email to provisioning@ooma.com copying loa@ooma.com and ask ooma to "take" your number and provision it.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

Image

Post Reply