On Tue, Dec 11, 2012 at 2:24 PM, Mary Lou Carey <marylou at backuptelecom.com>wrote:
4. If all else fails, find the number for billing questions on the customer's bill and ask the client to be on the call with you so you can request the CSR be sent. They can refuse to send it to you, but they can't refuse to send it to their customer so worst case scenario your customer will have to order it and you'll have to pick up the information from them.
We regularly have losing carriers tell our customer that they won't provide CSRs to the customer. Working on just such a situation right now. The company is Cablevision in NY. It seems like the cable companies are the worst ones to deal with, Cox is awful too. Maybe they think they are unregulated? Here's the actual transcript of the customer service person talking to the customer: Deshun T.: Hi, my name is Deshun T.. How may I help you? Eric Bonharme: I wish to port some of my phone numbers to another carrier. Can you please provide me with a CSR? Deshun T.: If you want to move your phone number to another provider you contact them and set it up with them and they contact us for you . Eric Bonharme: No, that's not what I've been told. This is what my new provider has sent me the following message: Eric Bonharme: Since we are porting in six numbers, we'll need the existing CSR information for those numbers. If you would call your existing carrier and tell them you need CSR to provide to your new carrier for number porting, they will understand that Deshun T.: Iwill double check for you now Deshun T.: There is a process that the other provider puts you the person claiming to own the phone numbers and if that is correct they submit the move. That's with any carrier any where. Deshun T.: If the other provider wants your phone numbers they do all the work contacting us, once you verify your becoming their customer, for all your lines. Deshun T.: Is there anything else that I can assist you with today, Eric? Eric Bonharme: Can you send me a transcript of this chat? Deshun T.: Sorry I can't but it is documented on your account for the record. -- Carlos Alvarez TelEvolve 602-889-3003