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Visitor

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5 Messages

Wed, Dec 1, 2021 10:13 PM

Porting From OOMA to Xfinity Mobile -- Success

I went to Xfinity Store on Nov 13th, 2021 to add a new line to my mobile account with request to transfer my VOIP number from OOMA. That was the start of a long journery.

In summary 

**Xfinity Stores -- they are handicapped by their porting app, went there 4 times, each time spending around 1 hour. I wish Xfinity invest some money in improving its porting application. 

**No follow up by Xfinity store or customer service rep. Last customer service rep I talked to on 11/30 seems most knowledgeable so far. 

**OOMA porting team at least replies to my emails and they are prompt, only problem with them, you can not call them. All conversation via emails which adds to delays. 

**Here is summary of my email conversation with OOMA, it may be helpful  to some of you.

***Response from OOMA porting team 12/1/2021***

Dear Customer,

 

Thank you for contacting Ooma Customer Care.

Xfinity has a third party carrier so the port request does not go to us directly. Porting Request# "6006021317177342" is their port request number with their carrier.

 

I checked with our carrier and they have not received a port out request for phone number: "xxxxxxxxxx" .  Xfinity may need to follow up with their carrier on why no port request is being submitted.

If you have further questions or require additional clarification, please write me back and I will respond to you as quickly as possible

 

Thank you for choosing Ooma!

Sincerely,

OOMA Customer rep

Port Specialist | Ooma, Inc.

[Edited: "Personal Information"]

[Edited: "Personal Information"]

Mon – Fri: 5AM to 5PM (PST)

Sat – Sun: 8am to 5pm (PST)

***My latest email to OOMA porting team 11/30/2021***

Hi OOMA Customer rep,

      Thanks for providing the account information. Xfinity Mobile submitted multiple request with the information you provided in the email. No luck so far. Since November 13th  Xfinity Mobile probably submitted more than 10 requests, I have been to Xfinity store 4 times, talked to your customer service multiple times and have at least 7 emails from your porting department.

Today Xfinity Mobile submitted another request, with exactly the same information you provided in your email. They were able to search your carrier by SPID 505B. I was on phone with Xfinity Mobile customer service for over an hour. It was a three way conference call with your customer service and her supervisor. It would have been better if someone from OOMA porting team had joined the conference call. Not sure why your porting team is prohibited from talking to customer.

Request id of latest Xfinity Mobile port out request is 6006021317177342. As expected this request didn't go through, it errored out with a vague generic error message.

Thanks,

Customer

***Response from OOMA porting team 11/24/2021***

Dear Customer,

 

Thank you for contacting Ooma Customer Care.

 

We are sorry to hear you are porting out your phone number.  Our carrier has not received a port out request for phone number: "xxxxxxxxxx". Please have your new service provider submit an LSR - Local Service Request to port the phone number.

 

Our carrier was not able to find Any Port ID as this could be an internal port order number. It is possible that Tello has a third party carrier processing the port request for them. Their third party carrier must submit an LSR - Local Service Request to our third party carrier - Onvoy former Neutral Tandem (SPID 505B).

 

LSR should show the information below.

 

Name: firstName lastName

Address: xxxxxxxxxx customer address

Account number: 1+phone number

 

We do not have PIN/password please advise your new service provider to leave the field for PIN/password blank. If they cannot bypass the system and need to input an information on the PIN field they may used the default PIN 1111 or 0000.

 

 

If you have further questions or require additional clarification, please write me back and I will respond to you as quickly as possible.

 

Thank you for choosing Ooma!

Sincerely,

OOMA Customer rep

Port Specialist | Ooma, Inc.

[Edited: "Personal Information"]

[Edited: "Personal Information"]

Mon – Fri: 5AM to 5PM (PST)

Sat – Sun: 8am to 5pm (PST)

 

Official Employee

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581 Messages

2 m ago

Hi there! In order to discuss your Xfinity Mobile account, you

would need to reach out to our mobile experts at

https://comca.st/32RwNkR or through (888) 936-4968. Let us know if you have any issues with either of these options.

Visitor

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5 Messages

@XfinityAirelle

Hi, I called  (888) 936-4968 number, thinking this number belongs to some porting specialist team. Called this number twice, worked with two customer service reps. No success so far, no follow up either by the service reps I talked to.

I just gave up. I will wait for couple of more days and then move on.

Official Employee

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545 Messages

@user_f5991d, thanks for calling our Xfinity Mobile team. I apologize the issue is not resolved. We definitely don't want you to give up. If you call again and don't get a resolution, please send a Direct Message with your name and service address using the Direct Message icon at the top of the page. Send your message to "Xfinity Support." 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

@XfinityJosephA

Thank you Joseph. Finally the combined efforts of all of us paid off. My iPhone is ringing. Number transfer is a success. Thanks a lot to you all. I did not have to ditch my old number. Got a call yesterday from Derek from Xfinity Mobile number transfer department. He left me a voicemail informing that my OOMA number has been successfully ported from OOMA to Xfinity Mobile. Inserted the Xfinity Mobile SIM in my iPhone, powered it off/on. Everything looks good.

Official Employee

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3.1K Messages

Awesome! We are glad to hear that they were able to get everything ported over and your services are running as they should be. Was there anything else we could assist you with?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

@XfinityMichaelC 

Thanks Michael C, I hope due to delay in number transfer I didn't lose on "Now get $200 when you bring your phone to Xfinity Mobile" promotion. Customer service rep added this promotion to my account, when I went to Xfinity Store on November 13th to add a new line to my account. If you can help in that, it will be great. Thanks again. Today I called OOMA and cancelled my account. Everything is working fine since Dec 12th, No issue in receiving/dialing calls.

Visitor

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5 Messages

2 m ago

Porting a number from OOMA (a Voice over IP (VOIP) carrier) to Xfinity Mobile.

In summary you only need following five items.

1. 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) 

 

2. Name: firstName lastName (Name listed in OOMA account)

3. Address: xxxxxxxxxx customer address (Address listed in OOMA account)

4. Account number: 1+phone number (phone number being ported)

5. PIN: 0000

Hope this helps.

(edited)

Visitor

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1 Message

2 d ago

Hello

user_f5991d

I am so glad you have posted all the information to port Ooma phone to Xfinity. You have made my life easier.

I will start porting my phone tomorrow.

Thank you,

VCP

Visitor

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1 Message

19 h ago

Another unhappy Ooma camper trying to port my number to xfinity mobile and activate my new phone. I began the process before 12/20 and have called Xfinity çustomer care at least 15 times and there has been at least ten porting requests to Ooma all in vain. I did communicate with Ooma porting group via email like the customer above and keep getting the answer that they have not received a porting out request for my number. A few conversations with supervisor/upper tier support only yielded yet another port request that hangs then errors out a few days later. The porting tool used seems to require an IT repair or better processes. I have two email addresses for Ooma port support but no one from Xfinity can seem to do a direct contact to them. Jeremy P. at your Woodinville, Wa store spent over an hour today with your upper tier support with no success other than yet another request sent. And no positive outcome. Jeremy did his best. If Joseph, Michael, or another support person would like to send me the peer to peer or direct message link, I will give you my details and you can give it your best try.

Thanks,

ND

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