Visitor
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3 Messages
Porting from OOMA to Xfinity - finally successful
If you are trying to port your number from OOMA VOIP landline service to Xfinity mobile, just be mindful that OOMA has no incentive to help you and Xfinity simply doesnt care. I was under the impression that this was something routine and being done several times every day by xfinity and whatever the port-out process is, they would have ironed out all the kinks over the years, but No Sir, not happening.
Got my new phone and wanted to transfer my OOMA line over, but the rep over at the local xfinity store couldnt do it, their app/software to do that would error out with an error that 'Is not mapped out'. Duh! their support had no clue what the error "R620- This Error is not yet Mapped" was. Called OOMA for the Account Number and PIN which is required to port out, got the info ( Acc # is the phone number prefixed with 1, i.e. phone number [Edited: "Personal Information"] would have the acc # [Edited: "Personal Information"] and a pin number of 0000/1111/1234 ) OOMA ignores the PIN, and doesnt need it. Repeated port submits by the store rep and the xfinity support had the same error. Back to OOMA, they were better in their response at least, they were still not getting the port request. The OOMA porting team doesnt have a phone # to connect and speak with a agent, but they do respond to email ( l[Edited: "Personal Information"]) promptly.Back to xfinity store and online chat andretry the submit again, still no go and and had to pass on the email info from OOMA talling how the xfinity folks need to submit the port request -
"OOMA has a third party carrier, its name is - Onvoy former Neutral Tandem (SPID 505B). So Number transfer is from Onvoy to Xfinity Mobile. Onvoy SPID is 505B (ServiceProviderID)"
Looks like this may have done the trick ans a xfinity service rep tried this on their 'advanced tool' of some sort resubmitted the port out request ( I think it was the 14th attempt) and was told I'd get a email form xfinity within an hour. Didnt happen. Next day contacted OOMA port out team again and this time got a response saying they did get a port out request from xfinity and they would release the number right away. YayyyyY! but that doesnt mean anything if Xfinity didnt act on it, so back to Xfinity again on the live chat and followup. Finally get an activation email from Xfinity saying the number was ported and the steps to follow.
All in all, it took over 10 days, countless online chats with xfinity and multiple xfinity store visits and me having to followup with OOMA and xfinity to get this through. The whole experience was pathetic and makes me wonder how inept and incompetant the Xfinity tech/customer service is when it comes to fixing a problem that has occured perhaps several hundred or thousands times over the years and waste of time for everyone involved.
Hopefully this helps the next person who is trying to do this and doesnt have to go through the same ordeal, Im pretty sure Xfinity wont learn from this
bearcatmw
Regular Visitor
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10 Messages
2 years ago
I'm not sure they know what they did right, to be honest. I got my Ooma switched over this week after 7 weeks of trying, and based on my call logs, this took about 7 hours on the phone, in addition to Chat and email time. If the Ooma porting group had a phone number and could simply talk to the Xfinity porting people, it would probably be simple, but apparently they make it as difficult as possible. Multiple "Tier 2" reps from Xfinity said they would follow up with a phone call, and never did, so I was stuck talking to a different person each time, who had no idea what was done previously. I told them that they need to create a document clearly showing what to do and give it to their Support people. It shouldn't be trial and error every time. The forum posters are more helpful than the actual Customer Support team.
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user_ea5377
Visitor
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3 Messages
2 years ago
Its incredible how Xfinity's porting and/or tech support team seem to operate. It doesnt matter if the same problem repeats several times a day (porting a number from OOMA or any other carrier apart from maybe the big 3 cellular companies to Xfinity mobile), they seem to ignore everything that was done earlier to somehow make it work and always start from same point and go through the same rabbit hole. I didnt escalate the issue to 'Executive Level' or whatever they call it, it doesnt seem to make any difference anyway, they all lie when they say the porting request went thru or they will call or email back with updates etc. When I was chatting with a their "amazing Mobile experts" (their words, not mine), my xfinity wifi connection snapped and 40+ minutes of explaining the problem and all that back and forth went poof. the next guy had no clue or record of what happened earlier and went thru the same story of explaining the problem and giving all the details and details etc. Its crazy.
Here is the cheat sheet for the amazing mobile porting experts at XFinity if you are doing this over again:
OOMA acc # is 1+PhoneNumberToBePorted
PIN: 0000/1111/1234 ( there is no pin, OOMA ignores it, but your porting app doesnt take blanks)
Port origin considered as a LandLine, not a cell #.
"OOMA has a third party carrier, its name is - Onvoy former Neutral Tandem (SPID 505B). So Number transfer is from Onvoy to Xfinity Mobile. Onvoy SPID is 505B (ServiceProviderID)"
Use the Special/Advanced tool, not the regular plain vanilla tool, to submit the port request and make sure it does not error out with some 'Error Not Mapped out Yet'
Follow up with OOMA to get a conformation that they reveived the port request by calling their support number and email their porting team at : loa AT ooma Dot com .
Pray 3 times a day and hope it goes thru
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