Local number Port question

[3p4145]

Hello,
Just signed up for FPL and got the phone working and sent in the LOC for the local port.. BUT:
Well I am porting my number from another VOIP provider (cia/3web) and was wondering if there is a way to get a date of port?

The service with other voip provider is set to end as of May 31st and if i understand correctly, if this port does not happen before May 31st I will not get the number....So any way to speed it up?
Also, if the port doesn't go through, do i get a $25+tax credit?

[FONGO_steve]

We will always notify you of the port date as soon as we get it. If you have a pending cancellation on your number then your old provider will likely hold the number and not release it to us when we request the port.

May 31st is a tight request, I'd suggest calling us right away if you want to try for that date. Our sales reps can give you a prediction of what the approximate turnaround time of orders has been recently.

There are no refunds on porting.

[callopsitte_himself]

FPL should have a policy for payments that for some reasons didn't supply the service it was paid for. It does not have to be a refund but could be a credit applicable on anything they offer.

Such policies is what makes people come back and attract new customers. And that should be essential for FPL as they are a "new" service that many people are not yet ready to subscribe to.

[FONGO_kris]

FPL should have a policy for payments that for some reasons didn't supply the service it was paid for. It does not have to be a refund but could be a credit applicable on anything they offer.

Once porting is completed, any issues experienced are not as a result of said porting but of anything you've seen discussed on this forum (Phone or hardware issues). The no refund policy is for direct monitory compensation to the original method of payment; any credits given in lieu of such refunds is a separate discussion to be had with the sales rep.

[callopsitte_himself]

So in clear if someone paid for porting and FPL didn't successfully port they will refund or give credit.

In the case where porting was successful but the user could not have his equipment 100% working (wrong port forwarding, config file not entered correctly in ATA, etc. or hardware is malfunctionning) then of course there should be no refund or credit.

That is fair.

But That should be clearly indicated and easy to find on FPL page as it is what customers need to know to reassure them when it comes to buying.

[FONGO_kris]

So in clear if someone paid for porting and FPL didn't successfully port they will refund or give credit.

In the case where porting was successful but the user could not have his equipment 100% working (wrong port forwarding, config file not entered correctly in ATA, etc. or hardware is malfunctionning) then of course there should be no refund or credit.

You are correct. Our refund policy is determined by the ability or inability of freephoneline.ca to eventually provide service. I say eventually because in the cases where we can provide service but technical help is refused, it is still clear that we can provide service thus voiding any sort of refund.

[3p4145]

BTW.. i had already called and requested the porting (May 17th) .. But the problem is that i did not realize that I should not have canceled my other service until this is completed..
I called this morning and the agent mentioned that they have the LOA and everything else needed.. but could not give me any other details..

As for the refund.. the previous discussion kinda confused me.. So i have to ask.... In the event my old phone company does not release the number; resulting in porting not being possible, would I get my money back?

How I see it is.. I paid for porting and for whatever reason it did not happen.. shouldn't I get my money back? In the event the porting was successful but due to any other reason technical or not, I choose not to use the FPL service.. I would not expect any money back as this has nothing to do with FPL not giving me what i paid...I don't think its fair to expect a "return policy" from FPL.. but I would think if a service is not rendered.. payment should be returned .. correct?

[FONGO_kris]

During the length of time you are waiting for your number porting to be completed, you must remain a customer in good standing with your current provider. Cancelling with your provider prior to successful porting completion will result in an inability to port your number to freephoneline.ca and will not be subject to a refund.

If your provider does something to inhibit us from porting your number we can always request it again as long as it is still active.

[3p4145]

bummer.. well I guess I jus have to hope for it to go through.. and it depends on how busy you guys are...
oh well... this is starting to look like a good start...

[3p4145]

I just wanted to follow up on here as to what had happen:
Just got a email from the porting department confirming my port date to May 26th (which is within my May 31st deadline)

So I am taking this opportunity to thank the porting department for makings this happen.. just for the record: it only took them 2 business days to get me date!! and considering they were dealing with another "VOIP/online only" company I am truly impressed!!
it should also be noted that the port date is only 5 days from the "request completed" date!!

if this is really how business is done here.. I am glad I got on this wagon!

[user451]

Not bad. Mine took 8 days to get a date and it will be port over after 15 days , but I did request on a Sat.

Still given the CRTC's ruling that it take no more than 2 days to port a number after it is requested, it took much longer than expected just to get a date. And I still have to follow up with bell to cancel

This news release indicates 2 days and I shouldn't have to contact bell

http://crtc.gc.ca/eng/com100/2011/r110318.htm