Can't Receive Calls From Petrolia

[FONGO_mike]

When you port a number with Fongo, you receive an email confirming the porting process has been completed. Best suggestion i can make is to respond to that email explaining issue with the porting being completed and describing the issue.
Without quoting the forums, i would suggest explaining what you think may be the issue (cogeco still holddigo nto number, Cogeco callers still going to your old VM, etc, etc)
Porting department would see it and be able to take action.

[GuitarMan]

The information that has been provided has been very helpful. I have tried to contact Cogeco and indeed, TheHardy is correct. Cogeco, really didn't give care since we were not a customer any longer. When asked to check the how the numbers from Petrolia was "routed" (as you guys have explained), Cogeco said that they cannot access those numbers, because we were not authorize to do so. That was called number 1. I asked to talk to a supervisor and there was none available as I called late at night.

Call 2 made some progress as the Cogeco did open a lengthy ticket regarding issue. The operator was pretty good about. Let's see what happens. Will post when I get some more answers.

I will also try to find that email regarding the port completing and reply to.

[TheHardy]

When you port a number with Fongo, you receive an email confirming the porting process has been completed. Best suggestion i can make is to respond to that email explaining issue with the porting being completed and describing the issue.
Without quoting the forums, i would suggest explaining what you think may be the issue (cogeco still holddigo nto number, Cogeco callers still going to your old VM, etc, etc)
Porting department would see it and be able to take action.

Yeah, unfortunately, I would tend to go with Mike's suggestion here. Fongo is going to have to really earn their port charge on this one going back and making sure that Cogeco had all their ducks in a row (which it sounds like they DIDN'T from the extensive testing you have managed to do!). Make sure that you SPECIFICALLY mention what your own test results have proven, and that the general consensus seems to be that it is a Cogeco-side problem of not having properly completed the porting process on their end.

[TheHardy]

GuitarMan: thanks for reporting back, sorry that I was right, but as I say, I have helped a friend right down this road before ... once you leave them, they don't give a flap, even if they totally screw-the-pooch on the port. You got lucky in that your 2nd call actually got someone who took the time to log a ticket, but your best follow up would still be to contact FPL and get back to the "Porting Department" and have them back-trace the port and ensure that it was done FULLY and CORRECTLY on the other carriers end as well; the specific examples of how the calls specifically from one NPA-NXX set are failing should assist them greatly in troubleshooting it (I am not sure they can "spoof" ANI information for testing purposes, but I know that hackers certainly can ... LOL ... of course, if the FPL/Fongo backoffice contacts the Cogeco back office, then they can certainly request Cogeco to put a trap&trace on the outgoing line from your callers there, and see where your incoming call is actually going (and therefore where it fails) -- of course, they will need THAT phone holders permission to do so --- so you may want to get the people that are having problems completing calls to you to ALSO log a Cogeco trouble ticket saying that the calls are being mishandled on a ported number, yada, yada, yada ... and if you already have a ticket number, crossref the two so that the techs looking into it will be on the same page!

[Jake]

Would another angle be to get the people who are calling to contact Cogeco? I assume they are also Cogeco customers so wouldn't they have the 'power' to know why their outgoing call is not being routed right?

I know it probably isn't an idea situation where you will be getting someone else to fight your battle, but in a way they are in this war also as they can't call you.

[TheHardy]

You are correct Jake -- as they are the customers of that phone co, and they are unable to complete their calls correctly to a valid number which is inservice and IS reachable from other carriers, if the CALLERS got a trouble ticket issued, that SHOULD help narrow it down.

As I say, this is the crappy hidden side of porting, when the original carrier botches it up, the port-er is hooped in a no-mans-land!

Why the carriers are SO IGNORANT (IMNSHO) as to say "you ported away, we won't help you!" when this IS where the problem is ... current client or not, if you WERE a customer and ported away, and suspect the port is pooched, they SHOULD at least take a ticket and check into it; I think that the CRTC needs to take a look at this whole scenario, TBH, as it happens all too frequently.

I currently have too much on my plate to go and champion this cause, but maybe someone with a bit more time and a personal stake in this may feel like getting the feds involved!!

[GuitarMan]

Thank you all for the help. It looked like the ticket to Cogeco did resolve the issue. The numbers in Petrolia are able to call for the FIRST time. I am still concern though, are there still other numbers that cannot call us.

Should I reply to the "Port Complete" email from Freephoneline just to get them to double check the port process? It was definitely a "botched" port from Cogeco.

[FONGO_steve]

Thank you all for the help. It looked like the ticket to Cogeco did resolve the issue. The numbers in Petrolia are able to call for the FIRST time. I am still concern though, are there still other numbers that cannot call us.

Should I reply to the "Port Complete" email from Freephoneline just to get them to double check the port process? It was definitely a "botched" port from Cogeco.

Thanks for the update! I was just about to follow-up on your PMs but will disregard them (I was on holidays last week when they were sent). I'd say that there's nothing further on our end to look into as that was confirmed as being done as it should have been. It looks like Cogeco didn't remove the number somewhere in their system, which unfortunately would be out of the hands of our team to know.