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Number porting problem

  • 18 August 2018
  • 15 replies
  • 2705 views
M

I called T-mo support Friday afternoon to inquire about and then initiate porting my long standing Verizon landline over to my T-mo cellphone. Was assured my info was complete, and it would complete in 2-24 hours max. I called back friday night to check in, and was reassured that all was in order, but 25 hours later there's been no progress., and no message from T-mo on status.

I called back in, and after a brief review... was escalated to another rep/team that had no details on my open request, who took my details again. The rep found my request in the system and said it wouldn't be addressed until mid-day Monday. Despite my queries, I wasn't able to get a straight answer on the reason for delay and am starting to worry this might go awry.

I unexpectedly have a lot going on right now, so this delay is causing a number of personal communication problems. If there's some kind of discrepancy i can help resolve... I'd like to do it now, rather than wait for Monday to see no change, and have to call in again.

I greatly appreciate the friendliness of T-mo reps, but it seems many are not sufficiently informed or empowered to help on technical items (which are really the only thing i need to call in about once every few years).

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Best answer by magenta5890006 22 August 2018, 01:08

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15 replies

magentatechie
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Hey there, I'm sorry you've had to wait so long for the port to go through.  Did you speak to the Number Transfer Center at any point when you called in?

M

I'm guessing the Number Transfer Center is who i was connected with by front line reps when i called back after 25 hours. The NTC (i assume) didn't have any info regarding my open issue, and i had to direct them to find my request in the system. They weren't forthcoming on anything regarding why it was delayed, but advised it was due to be addressed on Monday around noon.

I have a lot going on this weekend, so had I been advised there might be problems I would have delayed the transition... or at the very least attempted to take care of whatever might be causing the delay.

Appreciate your concern.

sweetpeach
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It's been my experience that landline carriers are reluctant to comply with the law to the point that they openly disregard the time constraints to which they are required to adhere. 😠 It's really getting to be the norm, unfortunately. I think all this cord cutting ​is starting to affect their bottom lines!

M

We'll i'd been meaning to discontinue landline service for a very long time, but been too busy. I just received a letter from Verizon indicating i needed to switch to Fios or have my line shut-off. As it served to remind me, it's their fault I stopped procrastinating.

magentatechie
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Badge +9

I don't know that there is anything to be done to expedite the process, I'm afraid.  I just know that landline numbers are notoriously tricky to port to cell phone carriers, and tend to take a bit longer to process.  If there are any real hang-ups in the port, you'll have notations on your account.  What I would do is reach out to T-Force via Facebook or Twitter and request an update.  They'll be able to access your account and let you know if any problems have come up yet.

M

I appreciate the advice. I just wish the T-mo rep would have told me that landlines take longer (I actually called in a few weeks prior to get the lowdown on the process, before s brief recap just before moving forward Friday). I would have investigated what I could possibly do in advance to help expedite. I don't participate in Facebook or Twitter, so T-Force isn't an option. Thanks for the info.

tmo_chris
Rank
Userlevel 4

Hey @magenta5890006

I know we are past the noon Monday timeframe. How are things going? To give you a bit more detail as to the timeline on number porting, typically wireless to T-Mobile is up to 24 hours. For a Wireline/Landline, this can take up to 2 business days for a single line request or up to 10 business days for multiple lines.

M

As of Tuesday morning, the landline number successfully ported over to my cell phone. All appears to be working well. I just wish I was better advised on the timing beforehand and I could have avoided a confusing weekend. I had read on a T-mo web-page (prior google search) that porting takes 10 minutes to 24 hours, and the T-mo rep confirmed 2-24 hours. I've subsequently read the "up to 2 business days"so I think it just comes down to consistent messaging to set expectations.

I'm just glad it's over now. Thanks

tmo_chris
Rank
Userlevel 4

We appreciate the feedback! I too am glad to hear that all is well now.

L

You got a number ported in 3 days?? Count yourself lucky! I tried for three weeks to port my phone number, which I had for over 35 years, from Spectrum VOIP to T-Mobile Prepaid. Spectrum apparently never released the number, and T-Mobile has ineffective support for number porting. When the Spectrum port department responded to an email I sent, I was unable to communicate their instructions to the corresponding T-Mobile department. I was told that their (internal) phone number was backed up with requests and that they have no email account at which they can be reached. I have spoken to supervisors at both companies without any resolution.

At this point, I consider my number lost. For three weeks now, anyone who has tried to call it has gotten an error message, either "This number is no longer in service" or "Your call cannot be completed as dialed." I would like to know whether this has happened to others, and what my options are for obtaining compensation for the loss of my phone number. Does anyone know any good attorneys in the Los Angeles area?

tmo_chris
Rank
Userlevel 4

Oh my goodness @lorenmeck 35 years is sooo long to have a number! If you have a Facebook or Twitter account, I strongly suggest you use the links in my signature to message our T-Force team. They will speak to the number porting team on your behalf to figure out what is going on here! We definitely want to make sure you keep your number if at all possible.

M

I could use some help. I signed up for service 14 days ago and ported my number from Alliance Phones who uses Inteliquent as their "upper carrier". I was told the port would take 2 to 4 hours. My number still is not ported completely. I call twice a day spending 2 to 6 hours a day on the phone with T-Mobile. I can't get anywhere. There is no US based support for number transfers anymore and I cannot find anyone smart enough to fix the problem in the Philippines.

I wen to AT&T to see if I could somehow save this 18 year oldphone number. I am told that it could be stuck half way between the providers indefinately. T-mobile has submitted 4 port requests (all incorrectly) and has rebrodcast the number 3 times.

For the last 12 days I have not received any text messages. People who do text me think I am receiving the sms, including 40 tenants who send maintenence and emergency requests. I cannot send sms at all and I can only receive sms from T-Mobile customers. I don't have any idea how many messages I have missed. I asked the legal department at T-Mobile for a list but they wouldn't help.

I have filed a report with the FCC and retained an attorney in Austin who is preparing a Federal suit but none of this is going to get my phone workig again. T-Mobile has destroyed my business and consumed my life. I realize they need to be profitable, but sending support to The Philippines has cost be a great deal.

If anyone has any idea how I can find an inteligent individual in Number Transfers I would be in debt. I have talked to 25 of them and they sound like robots. "Let me check my resources." "I have reset your sms provisioning. Give it 24 hours". One call was 4 hours and 11 minutes. I have gone to T-Mobile stores in Manhattan and Austin. I have tried online chat, filed reports with the FCC online and everything else I can think of. Yesterday they said it could be my phone so I spent $500 on a new phone. That didn't fix the problem.

Any help would be greatly appreciated.

Rick Culleton

M

since last 3 weeks trying to port my landline number to my prepaid t-mobile number: always i get same message "

There's been a delay in bringing your phone number to T‑Mobile. We're working hard to get it resolved, and a T‑Mobile Care representative will contact you to expedite this transfer. Please be on the lookout for this call.

Sincerely,

Your T‑Mobile Team"

Have confirmed my landline account number, pin, t-mobile number every time i have made request.. anyone can help?

M

Wow! I’m having posting issues too. And I agree about the customer service

M

Try 4 weeks for me and still no answer.

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