[Resolved] Porting out to Telus delay

[jcfongouser]

Hi. I requested a port out from Fongo through Telus on November 27th.
I used my account information received via the support services
(account number, phone number, reseller name instructions).

Yet nothing has happened, no number transfer as of yet (a week and a half now).
Have tried followups through the support service but I just keep getting the automated information to port out.

Any way to followup with Fongo regarding the status of my porting out request? Make sure it was received and it's processing? What are reasonable
and usual delay timeframes?

Any help is appreciated . Thanks!

[Liptonbrisk]

Visit https://support.fongo.com/hc/articles/2 ... -port-out-, and ensure that you selected "landline" when porting out.
Also ensure the transfer fee and other restrictions do not apply to you.

Unless Telus claims Fongo is denying or blocking the porting request, the problem lies with Telus.
If it turns out that Fongo is blocking the port request for no valid reason, you can file a complaint with CCTS: https://www.ccts-cprst.ca/.

If you want suggestions from Fongo support staff, submit a ticket: https://support.fongo.com/hc/requests/new
Choose "Port-Out Inquiry" for the final issue type.
Keep in mind that they may take up to a week to respond: https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).



--
(General Info)

These are user-to-user support forums. Fongo Support staff is not obliged to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.



Fongo Support tickets can be submitted at
https://support.fongo.com/hc/requests/new


You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from any other Fongo (Mobile, in this case) account you may have. Use the same email address that you
use to submit tickets. Do not use the same password as your Fongo Mobile
(or any other Fongo service) account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obliged to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

Visit https://support.fongo.com/hc/articles/3 ... o-Wireless
for information on ticket escalation. CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

[jcfongouser]

Thanks.

Indeed I showed the detailed instructions I received from Fongo for a port out to the Telus person when opening the account
to submit the request.

My intent has been precisely to check on the status of the porting cause nothing is moving for almost 2 weeks now and I just get the same
general response when submitting a support query for portout (I get instructions again on how to port)
but no personalized response from Fongo. So I don't even have an indication of where the problem may be.

Anyway I appreciate your time for the response. I'll try again with another support request, but I've been wondering if Fongo
provides any personalized support (I've had this number and account for 6 years)

Thanks

[Liptonbrisk]

Fongo support can take a week or longer to respond to tickets. Read my previous post fully, including how to check your ticket status and alternative methods for contacting Fongo.
If you find your ticket status indicates "closed", then don't choose "porting out" for the final issue type. Choose "My Account Inquiry" instead.

For porting request issues, I never deal with the service provider I'm porting away from. I always direct all enquiries to the provider I'm porting into, instead (Telus, in your case).

If Telus indicates Fongo is blocking you without a valid reason, then CCTS is an avenue to consider. Similarly, if Telus indicates that Fongo (Fibernetics is the CLEC that has your number) never responds to the porting request (particularly after 2 weeks), then CCTS is an option to pursue.

If Telus doesn't indicate Fongo is blocking the port or not responding to the porting request, all questions should be directed at Telus and/or CCTS.

[jcfongouser]

Thanks. I appreciate the detailed info and suggestions

[jcfongouser]

UPDATE:

it was definitely Telus the culprit. I finally reached a customer agent that knew how to do things...
they reset my account, resubmitted the request... right away I could see that my Telus account had my existing
number associated to it and immediately outbound calls worked with them with my number, only inbound calls and
texting was through Fongo. And two days later (yesterday) I got a text from Fongo advising they received
a port-out request. So things are definitely rolling now. Just waiting for it to be completed.

[Liptonbrisk]

Thanks for updating. That's good news.

For what it's worth, generally, I believe the best strategy when porting is always to just deal with the provider you're porting into instead of the provider you're porting away from.
Once notified, the provider you're porting away from has the potential to play games (start devising excuses to block the porting request), and once that happens, you would need to get CCTS involved anyway.

[jcfongouser]

UPDATE #2: :/

Expecting the porting to be finalized, I got a text from Telus saying that the number seems to be inactive and the porting-in was unsuccessful. And they assigned me a new number.

I am told that usually, the current provider (in this case Fongo) would normally send a text message asking to confirm with a YES or NO, if we authorize the port out. However, the text message I received from Fongo was more like a passive action... the text message says that they received the request to port-out. And that I should contact Fongo support IMMEDIATELY if I had not initiated it. So... I did nothing and waited.

But somehow the process stopped, and Telus indicating that the number seemed inactive.

I'm restarting the process.. again.. (I do want to keep that number).

If anyone has any suggestion as to any other action I should take once I receive the text from Fongo (even if it basically says to do nothing unless I did not initiate it) please advise.
I'll just for now open another ticket advising that I have initiated a port-out request... see if that helps.

Hopefully this "story" will end up being of help for others as well.

cheers

[Liptonbrisk]

But somehow the process stopped, and Telus indicating that the number seemed inactive.

The representative you spoke to is likely misinformed (or simply accustomed to porting from other, regular mobility carriers).
Also, the process isn't some magical guessing game ("seem" shouldn't exist). The representative either has access to the LNP report or is reading tea leaves.
If the representative doesn't see "CTN not active" on the LNP report, then the representative is guessing.

LNP= Local Number Portability

CTN = Customer Telephone Number


Porting out VoIP numbers, which are considered landlines (if the person you spoke to filled the form properly), can take over a week once the request has been received by Fongo.

https://support.fongo.com/hc/articles/2 ... -port-out-
"Number transfers will take an average of 7 business days to complete."

https://www.npac.com/number-portability/how-lnp-works (scroll down to "Steps in the LNP Porting Process"). I am skeptical that step 3 has even been reached yet.
And while there's nothing stopping you from attempting another port request, returning to step 1 is pointless to me unless Telus made an error during its previous request (or unless some certainty exists for why porting was blocked in the event it is blocked).


Keep in mind that when porting takes place, routing updates need to occur as well. Some carriers take awhile to fully update routes, and random issues (number is not in service; not all carriers can ring your number), can occur. Porting notifications go to NPAC (Number Portability Administration Centre) and once activated, the porting changes get broadcasted to CLECs. Call routing issues typically resolve within 24 to 48 hrs after you receive a notice that porting has been completed, which you haven't received yet.

[jcfongouser]

Yeah, I called Telus earlier to ask them what "triggered" them to 'give up' on the transfer. Was it something specific (some rejection, flag, notification, something...) or simply a time delay issue. I told them precisely that this could take a bit longer. There was no clear answer as to what triggered ending the process.

I'm trying again and will follow up with them as soon as I receive the notification from Fongo.
Not giving up lol

[Liptonbrisk]

Also, login at https://account.fongo.com/login/.

If you see "My Fongo number is:" followed by your Fongo Mobile number, it's time to roll your eyes at representatives that are merely guessing instead of reading the LNP report. If the number is listed, it's active and assigned to your Fongo Mobile account. Regardless, they should be referring to LNP details instead of guessing.

[Jake]

Not giving up lol

Good for you! I bet most people just give up when at the stage you are.

Thanks for keeping up updated. It's stories like yours that help us help others in the future. Sorry you are having to go through this though.

Good luck.

[jcfongouser]

Final Update:

SUCCESS!!

So after reinitiating the second transfer attempt with Telus, as soon as I got a text from Fongo advising that they had received the request (I got the text the same day), I called Telus and politely asked not to screw it again lol. But the agent was pretty helpful after all the story I explained, and talked to their technical porting department. She came back saying that they had acknowledged the 'ok' response from Fibernetics (the fact that they gave me the proper CLEC name was an assurance that they really dug into my account and request). I was told it should be done before Friday...

Its Thursday, and I already got the text from Telus confirming porting was complete. And it is all working (outbound, inbounds and texting).

Hope this whole story helps someone else.

Appreciate the insights and support as well!

[Liptonbrisk]

I’m glad the port was successful and that you spoke to a competent individual.

Thanks for updating.