We have a customer who moved their toll-free numbers from XO to us over a week ago. When this customer was served by them, XO had a backup route in place so that if the primary path failed, calls would complete to the executives' cell phones for emergencies such as a PRI circuit cut, PBX failure, etc. After the port, everything works except that whenever an XO customer dials the toll-free number it rings the executive's cell phone. It seems that XO hasn't torn town their interior routing. This is annoying to our customer and their callers. Trying to explain the nature of the problem to XO first-level support and getting them to act on it is becoming somewhat futile. Having our customer ask their random callers who are XO customers to open tickets is likewise somewhat awkward. Might there be an XO person lurking here who can contact me off-list or someone else who can offer a suggestion? -- Jay Hennigan - CCIE #7880 - Network Engineering - jay at impulse.net Impulse Internet Service - http://www.impulse.net/ Your local telephone and internet company - 805 884-6323 - WB6RDV
Open tickets repeatedly until it works. XO support especially at the lower tiers is atrocious. You can also try their carrier support number (877-792-5550) and see if that gets you any better results. -Scott -----Original Message----- From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of Jay Hennigan Sent: Monday, October 10, 2011 8:13 PM To: VoiceOps Subject: [VoiceOps] How to get XO to remove a ported-out number? We have a customer who moved their toll-free numbers from XO to us over a week ago. When this customer was served by them, XO had a backup route in place so that if the primary path failed, calls would complete to the executives' cell phones for emergencies such as a PRI circuit cut, PBX failure, etc. After the port, everything works except that whenever an XO customer dials the toll-free number it rings the executive's cell phone. It seems that XO hasn't torn town their interior routing. This is annoying to our customer and their callers. Trying to explain the nature of the problem to XO first-level support and getting them to act on it is becoming somewhat futile. Having our customer ask their random callers who are XO customers to open tickets is likewise somewhat awkward. Might there be an XO person lurking here who can contact me off-list or someone else who can offer a suggestion? -- Jay Hennigan - CCIE #7880 - Network Engineering - jay at impulse.net Impulse Internet Service - http://www.impulse.net/ Your local telephone and internet company - 805 884-6323 - WB6RDV _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
On 10/11/11 9:20 AM, Scott Berkman wrote:
Open tickets repeatedly until it works. XO support especially at the lower tiers is atrocious.
This eventually worked, along with calling some additional contact numbers supplied by list members and an XO employee who contacted us as a result of my posting here. I'm not sure which of these was the eventual trigger but it took four days from the original complaint and posting. Thanks all for your help. -- Jay Hennigan - CCIE #7880 - Network Engineering - jay at impulse.net Impulse Internet Service - http://www.impulse.net/ Your local telephone and internet company - 805 884-6323 - WB6RDV
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