Porting to Fido delay

Have a question or problem with your Fongo Mobile App? This forum is the place to get help from both staff and fellow community members.
Visit The Fongo Mobile Support Knowledge-base for more.
Post Reply
iqbal_waleed
Just Passing Thru
Posts: 4
Joined: 12/21/2023

Porting to Fido delay

Post by iqbal_waleed »

Hello,

I have the same situation to port out from Fongo to Fido and I am struggling since one week now and Fido initiated the request two time and
got unsuccessful,

Called Fongo this morning and did not get any answer, he just forward my ticket to Fongo support.

Any help will be appreciated

Thanks
User avatar
Liptonbrisk
Technical Support
Posts: 2770
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: Porting to Fido delay

Post by Liptonbrisk »

Fido's porting department/team has access to LNP request details.

The Fido representative either has access to the LNP report or is clueless.

LNP= Local Number Portability

The LNP details state whether the porting request was rejected. Was it? Find out if the porting request was actually rejected.
If no reason is provided by the representative, the person you're speaking to is guessing.


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.

Visit https://support.fongo.com/hc/en-us/arti ... -port-out-
"Number transfers will take an average of 7 business days to complete."
That's over a week.

Ensure that you selected "landline" when porting out.
Also ensure the transfer fee and other restrictions do not apply to you.


https://www.npac.com/number-portability/how-lnp-works (scroll down to "Steps in the LNP Porting Process").


Unless Fido claims Fongo is denying or blocking the porting request, the problem lies with Fido.
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/en-us/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.



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/en-us/arti ... o-Wireless
for information on ticket escalation. CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
iqbal_waleed
Just Passing Thru
Posts: 4
Joined: 12/21/2023

Re: Porting to Fido delay

Post by iqbal_waleed »

Still waiting for to port out since three weeks now, Fongo rejecting the request from Fido without any reason and asking V2 request, after sent a V2 request by Fido and responding.
User avatar
Liptonbrisk
Technical Support
Posts: 2770
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: Porting to Fido delay

Post by Liptonbrisk »

iqbal_waleed wrote:[On Dec. 21st]

I am struggling since one week now
iqbal_waleed wrote:[On Dec. 27th] Still waiting for to port out since three weeks now,
Within a span of 6 days, you've gone from waiting for a week to three weeks.

I question whether no reason is really provided to Roger's/Fido's porting department.

Your address should match what’s listed after logging in at https://account.fongo.com/admin/settings/911/#

Ensure "landline" was selected for Service Type, and ensure the $25 transfer fee doesn't apply to you: https://support.fongo.com/hc/en-us/arti ... -port-out-.

Otherwise, If it turns out that Fibernetics (the CLEC for Fongo's numbers) is blocking the port request for no valid reason, you can file a complaint with CCTS: https://www.ccts-cprst.ca/.

There's nothing further that any volunteer moderator can do here, and regular forum members don't have access to your account.


Keep in mind that they may take up to a week or longer to respond to tickets: https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
iqbal_waleed
Just Passing Thru
Posts: 4
Joined: 12/21/2023

Re: Porting to Fido delay

Post by iqbal_waleed »

My address is correct and all information and I have my number since 5 years now so transfer fees is not applicable for me. Lets wait for better hope :)
iqbal_waleed
Just Passing Thru
Posts: 4
Joined: 12/21/2023

Re: Porting to Fido delay

Post by iqbal_waleed »

Still no response from Fongo suppot. Very disappointed
Post Reply