Comcast rejecting port requests for 4 months
Hey everyone, We have a large SIP trunk with Comcast with around 275 numbers attached. We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support. Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff. One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account" The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc... Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck." Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal click". I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about. It's been absolute hell. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier. -A
File a state PUC complaint and I'll bet you're ported out in a week. On 6/16/22 16:09, Aaron de Bruyn wrote:
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal /click/".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute /hell/. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
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I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer. -Adam From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org Subject: [VoiceOps] Comcast rejecting port requests for 4 months Hey everyone, We have a large SIP trunk with Comcast with around 275 numbers attached. We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support. Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff. One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account" The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc... Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck." Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal click". I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about. It's been absolute hell. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier. -A
Comcast flat-out won't let customers talk to the team that accepts or rejects ports. -A On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net <mailto:adam at plexicomm.net> wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer. -Adam From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org Subject: [VoiceOps] Comcast rejecting port requests for 4 months Hey everyone, We have a large SIP trunk with Comcast with around 275 numbers attached. We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support. Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff. One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account" The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc... Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck." Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal click". I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about. It's been absolute hell. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier. -A
Be a calm, but persistent hemorrhoid. From: Aaron de Bruyn <aaron at heyaaron.com> Sent: Thursday, June 16, 2022 4:33 PM To: voiceops at voiceops.org; adam at plexicomm.net Subject: RE: [VoiceOps] Comcast rejecting port requests for 4 months Comcast flat-out won't let customers talk to the team that accepts or rejects ports. -A On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net <mailto:adam at plexicomm.net> wrote: I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer. -Adam From: VoiceOps <voiceops-bounces at voiceops.org <mailto:voiceops-bounces at voiceops.org> > On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org <mailto:voiceops at voiceops.org> Subject: [VoiceOps] Comcast rejecting port requests for 4 months Hey everyone, We have a large SIP trunk with Comcast with around 275 numbers attached. We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support. Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff. One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account" The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc... Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck." Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal click". I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about. It's been absolute hell. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier. -A
LOL! I've been doing that for 4 months. I guess I'll dial it up a few notches. -A On Thu Jun 16, 2022, 08:35 PM GMT, adam at plexicomm.net <mailto:adam at plexicomm.net> wrote:
Be a calm, but persistent hemorrhoid. From: Aaron de Bruyn <aaron at heyaaron.com> Sent: Thursday, June 16, 2022 4:33 PM To: voiceops at voiceops.org; adam at plexicomm.net Subject: RE: [VoiceOps] Comcast rejecting port requests for 4 months Comcast flat-out won't let customers talk to the team that accepts or rejects ports. -A On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net <mailto:adam at plexicomm.net> wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer. -Adam From: VoiceOps <voiceops-bounces at voiceops.org <mailto:voiceops-bounces at voiceops.org>> On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org <mailto:voiceops at voiceops.org> Subject: [VoiceOps] Comcast rejecting port requests for 4 months Hey everyone, We have a large SIP trunk with Comcast with around 275 numbers attached. We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support. Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff. One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account" The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc... Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck." Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal click". I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about. It's been absolute hell. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier. -A
Absolutely. The team that does it is startek in the Philippinesanyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems. If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined. To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address. -Paul On 6/16/22 16:33, Aaron de Bruyn wrote:
Comcast flat-out won't let customers talk to the team that accepts or rejects ports.
-A
On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call.? New carrier, old carrier, you, and the customer.
-Adam
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Aaron de Bruyn *Sent:* Thursday, June 16, 2022 4:09 PM *To:* voiceops at voiceops.org *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal /click/".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute /hell/. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
Comcast sounds scary. I?ve worked with Verizon, Time Warner, Frontier, and Spectrum. I think the longest I spent on a port was 8 months. From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Paul Timmins Sent: Thursday, June 16, 2022 4:39 PM To: voiceops at voiceops.org Subject: Re: [VoiceOps] Comcast rejecting port requests for 4 months Absolutely. The team that does it is startek in the Philippines anyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems. If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined. To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address. -Paul On 6/16/22 16:33, Aaron de Bruyn wrote: Comcast flat-out won't let customers talk to the team that accepts or rejects ports. -A On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net <mailto:adam at plexicomm.net> wrote: I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer. -Adam From: VoiceOps <mailto:voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org <mailto:voiceops at voiceops.org> Subject: [VoiceOps] Comcast rejecting port requests for 4 months Hey everyone, We have a large SIP trunk with Comcast with around 275 numbers attached. We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support. Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff. One is for the EDI circuit. One is for the AdTran. One is for the SIP Trunk One is for "master billing" One is a "hierarchy account" The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc... Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it". The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck." Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal click". I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about. It's been absolute hell. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier. -A _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org <mailto:VoiceOps at voiceops.org> https://puck.nether.net/mailman/listinfo/voiceops
Pretty much every time we port from Spectrum (ie ~ 90%) I have to open a ticket with them the next day to actually get the numbers removed from their switch. They always port the number to our LRN, but then no Spectrum customers can call it once that's done. Even after Spectrum removes their CPE equipment, they don't remove the numbers or routing and their customers can't complete a call to the ported numbers. Normally, I'd say it's their problem, but when the company who just ported calls and says "I can't call my office from my house, you need to fix it", I open a ticket and 4-24 hours later they reply with a resolution. Contacting the state PSC helped for a month or 2, then they went back to their 'normal ways' and blame it on staffing shortages. On Thu, Jun 16, 2022 at 4:49 PM <adam at plexicomm.net> wrote:
Comcast sounds scary.
I?ve worked with Verizon, Time Warner, Frontier, and Spectrum. I think the longest I spent on a port was 8 months.
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Paul Timmins *Sent:* Thursday, June 16, 2022 4:39 PM *To:* voiceops at voiceops.org *Subject:* Re: [VoiceOps] Comcast rejecting port requests for 4 months
Absolutely. The team that does it is startek in the Philippines anyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems.
If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined.
To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address.
-Paul
On 6/16/22 16:33, Aaron de Bruyn wrote:
Comcast flat-out won't let customers talk to the team that accepts or rejects ports.
-A
On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
*From:* VoiceOps <voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> *On Behalf Of *Aaron de Bruyn *Sent:* Thursday, June 16, 2022 4:09 PM *To:* voiceops at voiceops.org *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal *click*".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute *hell*. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
_______________________________________________
VoiceOps mailing list
VoiceOps at voiceops.org
https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
I just wanted to add (after I saw Aaron's comment which got stuck in my spam) -- when you contact the state Public Service Commission, the carrier jumps. When I did it last, senior Spectrum management reached out to me within a day or two and fixed the current issue, gave me porting escalation contacts (which I already had and had contacted) and wanted to do whatever it took to fix the issue. Unfortunately, it didn't last. On Thu, Jun 16, 2022 at 5:41 PM Shawn L <shawn at rmrf.us> wrote:
Pretty much every time we port from Spectrum (ie ~ 90%) I have to open a ticket with them the next day to actually get the numbers removed from their switch. They always port the number to our LRN, but then no Spectrum customers can call it once that's done. Even after Spectrum removes their CPE equipment, they don't remove the numbers or routing and their customers can't complete a call to the ported numbers. Normally, I'd say it's their problem, but when the company who just ported calls and says "I can't call my office from my house, you need to fix it", I open a ticket and 4-24 hours later they reply with a resolution.
Contacting the state PSC helped for a month or 2, then they went back to their 'normal ways' and blame it on staffing shortages.
On Thu, Jun 16, 2022 at 4:49 PM <adam at plexicomm.net> wrote:
Comcast sounds scary.
I?ve worked with Verizon, Time Warner, Frontier, and Spectrum. I think the longest I spent on a port was 8 months.
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Paul Timmins *Sent:* Thursday, June 16, 2022 4:39 PM *To:* voiceops at voiceops.org *Subject:* Re: [VoiceOps] Comcast rejecting port requests for 4 months
Absolutely. The team that does it is startek in the Philippines anyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems.
If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined.
To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address.
-Paul
On 6/16/22 16:33, Aaron de Bruyn wrote:
Comcast flat-out won't let customers talk to the team that accepts or rejects ports.
-A
On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
*From:* VoiceOps <voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> *On Behalf Of *Aaron de Bruyn *Sent:* Thursday, June 16, 2022 4:09 PM *To:* voiceops at voiceops.org *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal *click*".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute *hell*. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
_______________________________________________
VoiceOps mailing list
VoiceOps at voiceops.org
https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
At Comcast, when you file an FCC complaint, it goes to these people (as of a couple years ago, might be different people now): William Landis | Engineer 3, Business Escalations 1415 West Diehl Road, Naperville, IL 60563 Office: (331) 814-3041 william_landis at comcast.com his boss: Jeff Cox | Manager, Business Escalations Operations 1415 West Diehl Road, Naperville, IL 60563 Office: (331) 401-5525 jeffery_cox at comcast.com They've been helpful to me in the past even without an FCC complaint, and one time even without being a customer (I kept getting business advertisements at my house). You could probably save some time by reaching out to them directly. As a sidenote, I've usually been able to request a CDR via the winning carrier and then build the ports based on the info the losing carrier provided. But it sounds like you're past those kinds of efforts at this point. Best of luck, Ross On Thu, Jun 16, 2022 at 5:58 PM Shawn L <shawn at rmrf.us> wrote:
I just wanted to add (after I saw Aaron's comment which got stuck in my spam) -- when you contact the state Public Service Commission, the carrier jumps. When I did it last, senior Spectrum management reached out to me within a day or two and fixed the current issue, gave me porting escalation contacts (which I already had and had contacted) and wanted to do whatever it took to fix the issue. Unfortunately, it didn't last.
On Thu, Jun 16, 2022 at 5:41 PM Shawn L <shawn at rmrf.us> wrote:
Pretty much every time we port from Spectrum (ie ~ 90%) I have to open a ticket with them the next day to actually get the numbers removed from their switch. They always port the number to our LRN, but then no Spectrum customers can call it once that's done. Even after Spectrum removes their CPE equipment, they don't remove the numbers or routing and their customers can't complete a call to the ported numbers. Normally, I'd say it's their problem, but when the company who just ported calls and says "I can't call my office from my house, you need to fix it", I open a ticket and 4-24 hours later they reply with a resolution.
Contacting the state PSC helped for a month or 2, then they went back to their 'normal ways' and blame it on staffing shortages.
On Thu, Jun 16, 2022 at 4:49 PM <adam at plexicomm.net> wrote:
Comcast sounds scary.
I?ve worked with Verizon, Time Warner, Frontier, and Spectrum. I think the longest I spent on a port was 8 months.
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Paul Timmins *Sent:* Thursday, June 16, 2022 4:39 PM *To:* voiceops at voiceops.org *Subject:* Re: [VoiceOps] Comcast rejecting port requests for 4 months
Absolutely. The team that does it is startek in the Philippines anyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems.
If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined.
To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address.
-Paul
On 6/16/22 16:33, Aaron de Bruyn wrote:
Comcast flat-out won't let customers talk to the team that accepts or rejects ports.
-A
On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
*From:* VoiceOps <voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> *On Behalf Of *Aaron de Bruyn *Sent:* Thursday, June 16, 2022 4:09 PM *To:* voiceops at voiceops.org *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal *click*".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute *hell*. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
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Not sure about the people, but I live in Naperville, and Comcast has left that building (all their signage is down) On 6/16/2022 5:21 PM, Ross Tajvar wrote:
At Comcast, when you file an FCC complaint, it goes to these people (as of a couple years ago, might be different people now):
William Landis | Engineer 3, Business Escalations 1415 West Diehl Road, Naperville, IL 60563 Office: (331) 814-3041 william_landis at comcast.com <mailto:william_landis at comcast.com>
his boss: Jeff Cox | Manager, Business Escalations Operations 1415 West Diehl Road, Naperville, IL 60563 Office: (331) 401-5525 jeffery_cox at comcast.com <mailto:jeffery_cox at comcast.com>
They've been helpful to me in the past even without an FCC complaint, and one time even without being a customer (I kept getting business advertisements at my house). You could probably save some time by reaching out to them directly.
As a sidenote, I've usually been able to request a CDR via the winning carrier and then build the ports based on the info the losing carrier provided. But it sounds like you're past those kinds of efforts at this point.
Best of luck, Ross
On Thu, Jun 16, 2022 at 5:58 PM Shawn L <shawn at rmrf.us <mailto:shawn at rmrf.us>> wrote:
I just wanted to add (after I saw Aaron's comment which got stuck in my spam) -- when you contact the state Public Service Commission, the carrier jumps. When I did it last, senior Spectrum management reached out to me within a day or two and fixed the current issue, gave me porting escalation contacts (which I already had and had contacted) and wanted to do whatever it took to fix the issue. Unfortunately, it didn't last.
On Thu, Jun 16, 2022 at 5:41 PM Shawn L <shawn at rmrf.us <mailto:shawn at rmrf.us>> wrote:
Pretty much every time we port from Spectrum (ie ~ 90%) I have to open a ticket with them the next day to actually get the numbers removed from their switch. They always port the number to our LRN, but then no Spectrum customers can call it once that's done. Even after Spectrum removes their CPE equipment, they don't remove the numbers or routing and their customers can't complete a call to the ported numbers. Normally, I'd say it's their problem, but when the company who just ported calls and says "I can't call my office from my house, you need to fix it", I open a ticket and 4-24 hours later they reply with a resolution.
Contacting the state PSC helped for a month or 2, then they went back to their 'normal ways' and blame it on staffing shortages.
On Thu, Jun 16, 2022 at 4:49 PM <adam at plexicomm.net <mailto:adam at plexicomm.net>> wrote:
Comcast sounds scary.
I?ve worked with Verizon, Time Warner, Frontier, and Spectrum. I think the longest I spent on a port was 8 months.
*From:* VoiceOps <voiceops-bounces at voiceops.org <mailto:voiceops-bounces at voiceops.org>> *On Behalf Of *Paul Timmins *Sent:* Thursday, June 16, 2022 4:39 PM *To:* voiceops at voiceops.org <mailto:voiceops at voiceops.org> *Subject:* Re: [VoiceOps] Comcast rejecting port requests for 4 months
Absolutely. The team that does it is startek in the Philippines anyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems.
If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined.
To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address.
-Paul
On 6/16/22 16:33, Aaron de Bruyn wrote:
Comcast flat-out won't let customers talk to the team that accepts or rejects ports.
-A
On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net <mailto:adam at plexicomm.net> wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
*From:* VoiceOps <voiceops-bounces at voiceops.org> <mailto:voiceops-bounces at voiceops.org> *On Behalf Of *Aaron de Bruyn *Sent:* Thursday, June 16, 2022 4:09 PM *To:* voiceops at voiceops.org <mailto:voiceops at voiceops.org> *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal /click/".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute /hell/. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
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VoiceOps at voiceops.org <mailto:VoiceOps at voiceops.org>
https://puck.nether.net/mailman/listinfo/voiceops
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Ah, didn't know that. Well, with any luck those guys still work there, just in a different physical location. On Thu, Jun 16, 2022 at 6:30 PM Nate Burke <nate at blastcomm.com> wrote:
Not sure about the people, but I live in Naperville, and Comcast has left that building (all their signage is down)
On 6/16/2022 5:21 PM, Ross Tajvar wrote:
At Comcast, when you file an FCC complaint, it goes to these people (as of a couple years ago, might be different people now):
William Landis | Engineer 3, Business Escalations 1415 West Diehl Road, Naperville, IL 60563 Office: (331) 814-3041 william_landis at comcast.com
his boss: Jeff Cox | Manager, Business Escalations Operations 1415 West Diehl Road, Naperville, IL 60563 Office: (331) 401-5525 jeffery_cox at comcast.com
They've been helpful to me in the past even without an FCC complaint, and one time even without being a customer (I kept getting business advertisements at my house). You could probably save some time by reaching out to them directly.
As a sidenote, I've usually been able to request a CDR via the winning carrier and then build the ports based on the info the losing carrier provided. But it sounds like you're past those kinds of efforts at this point.
Best of luck, Ross
On Thu, Jun 16, 2022 at 5:58 PM Shawn L <shawn at rmrf.us> wrote:
I just wanted to add (after I saw Aaron's comment which got stuck in my spam) -- when you contact the state Public Service Commission, the carrier jumps. When I did it last, senior Spectrum management reached out to me within a day or two and fixed the current issue, gave me porting escalation contacts (which I already had and had contacted) and wanted to do whatever it took to fix the issue. Unfortunately, it didn't last.
On Thu, Jun 16, 2022 at 5:41 PM Shawn L <shawn at rmrf.us> wrote:
Pretty much every time we port from Spectrum (ie ~ 90%) I have to open a ticket with them the next day to actually get the numbers removed from their switch. They always port the number to our LRN, but then no Spectrum customers can call it once that's done. Even after Spectrum removes their CPE equipment, they don't remove the numbers or routing and their customers can't complete a call to the ported numbers. Normally, I'd say it's their problem, but when the company who just ported calls and says "I can't call my office from my house, you need to fix it", I open a ticket and 4-24 hours later they reply with a resolution.
Contacting the state PSC helped for a month or 2, then they went back to their 'normal ways' and blame it on staffing shortages.
On Thu, Jun 16, 2022 at 4:49 PM <adam at plexicomm.net> wrote:
Comcast sounds scary.
I?ve worked with Verizon, Time Warner, Frontier, and Spectrum. I think the longest I spent on a port was 8 months.
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Paul Timmins *Sent:* Thursday, June 16, 2022 4:39 PM *To:* voiceops at voiceops.org *Subject:* Re: [VoiceOps] Comcast rejecting port requests for 4 months
Absolutely. The team that does it is startek in the Philippines anyway last I knew. They work on a different schedule than the continental US, and aren't empowered to solve most problems.
If you think being persistent matters, it doesn't. They won't even let you get to a human to complain. The PUC and FCC is the only thing they care about because they don't want to get fined.
To be fair, when their process works, it works. When it breaks down, there's no real way to work it out of process. They're simply too big, and their roles too bifurcated to actually let someone work something they aren't typically able to address.
-Paul
On 6/16/22 16:33, Aaron de Bruyn wrote:
Comcast flat-out won't let customers talk to the team that accepts or rejects ports.
-A
On Thu Jun 16, 2022, 08:20 PM GMT, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
*From:* VoiceOps <voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> <voiceops-bounces at voiceops.org> *On Behalf Of *Aaron de Bruyn *Sent:* Thursday, June 16, 2022 4:09 PM *To:* <voiceops at voiceops.org>voiceops at voiceops.org *Subject:* [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal *click*".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute *hell*. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A
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VoiceOps mailing list
VoiceOps at voiceops.org
https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing listVoiceOps at voiceops.orghttps://puck.nether.net/mailman/listinfo/voiceops
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Comcast held my business telephone number hostage for months when I moved. I had to port it away from them because they didn't provide service in the area I moved to. The port request failed in their system and then got lost in never-never land. They kept telling me they didn't have my number anymore, so I had to prove they did by showing them the SPID associated with the TN in NPAC. Had I not worked in telecom and known how to do that I would have lost the business number I'd had for 10 years. In my experience with Comcast, they are more interested in locating a road block than a solution. You can try to getting everyone on the same call because that works well if people will attend. But if they won't cooperate, unfortunately the PUC and FCC complaints are the only way to light a fire under them. MARY LOU CAREY BackUP Telecom Consulting Office: 615-791-9969 Cell: 615-796-1111 On 2022-06-16 03:20 PM, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org Subject: [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal _click_".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute _hell_. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
Thanks Mary. I loathe government intervention. I've had that in my back pocket, but I guess I'll consider pulling it out if I can't find another path to resolving it. On Thu Jun 16, 2022, 08:38 PM GMT, Mary Lou Carey <mailto:marylou at backuptelecom.com> wrote:
Comcast held my business telephone number hostage for months when I moved. I had to port it away from them because they didn't provide service in the area I moved to. The port request failed in their system and then got lost in never-never land. They kept telling me they didn't have my number anymore, so I had to prove they did by showing them the SPID associated with the TN in NPAC. Had I not worked in telecom and known how to do that I would have lost the business number I'd had for 10 years. In my experience with Comcast, they are more interested in locating a road block than a solution. You can try to getting everyone on the same call because that works well if people will attend. But if they won't cooperate, unfortunately the PUC and FCC complaints are the only way to light a fire under them.
MARY LOU CAREY BackUP Telecom Consulting Office: 615-791-9969 Cell: 615-796-1111
On 2022-06-16 03:20 PM, adam at plexicomm.net wrote:
I try to get all stake holders on a conference call. New carrier, old carrier, you, and the customer.
-Adam
From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Aaron de Bruyn Sent: Thursday, June 16, 2022 4:09 PM To: voiceops at voiceops.org Subject: [VoiceOps] Comcast rejecting port requests for 4 months
Hey everyone,
We have a large SIP trunk with Comcast with around 275 numbers attached.
We've been trying to port about 200 of those numbers to another provider for the past 4 months to do some geeky things that Comcast doesn't support.
Due to reasons only known to Comcast, there are 5 different account numbers vaguely associated with those phone numbers and I keep getting wildly different answers from Comcast staff.
One is for the EDI circuit.
One is for the AdTran.
One is for the SIP Trunk
One is for "master billing"
One is a "hierarchy account"
The winning carrier has submitted the requests with every possible combination of account number and 'CPNI code' (Comcast's account PIN) we have along with all our addressing information, copies of bills, etc...and Comcast keeps rejecting it with zero useful information. i.e. bad address, bad PIN, bad account number, etc...
Every time I even mention "porting out" to a Comcast rep, they say "FCC regulation prevents us from talking about it".
The winning carrier has had so much trouble, they finally sent me the "port order number" and said "call Comcast and talk to them about it. Good luck."
Of course calling the Comcast porting number gives you a short recorded message about "due to COVID, use some portal _click_".
I'm technically a contractor for the end-user and not a phone service provider, so I don't have access to whatever portal they are talking about.
It's been absolute _hell_. Any thoughts on how I can get Comcast to get their crap together? I've never had so much trouble porting numbers away from a carrier.
-A _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
participants (8)
-
aaron＠heyaaron.com -
adam＠plexicomm.net -
marylou＠backuptelecom.com -
nate＠blastcomm.com -
paul＠timmins.net -
ptimmins＠clearrate.com -
ross＠tajvar.io -
shawn＠rmrf.us