| reply to TBSupport1
Re: The problem of Schroedinger's cat: Which is the true realit Thank you for the offer, but because I won't get a full credit for months that I haven't been able to use the service fully I won't go thru with any further process. I've taken my losses and will find service else where. |
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 N9MDToo busy to chatPremium
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| reply to shareef777
said by shareef777:...For my account, TB states that the LOA was not received which is why my service was delayed. As a customer, I tested my device a few days AFTER faxing the LOA and noticed that it was able to dial out. That would lead anyone to believe that the porting process started. I don't know, maybe I'm missing something here. PX-E, I totally agree with your "fix the system" concept. And I might add that "communication" between the parties is also a vital component in conflict resolution and problem solving.
However, it's tough to "fix" much less comprehend shareef777's problem when his own understanding of the process was majorly flawed. It would be unfair to expect TB to intuit shareef777's situation, given the relatively standardized porting process used by practically all VoIP providers.
shareef777 was under the misconception that the availability of outgoing service upon initially signing up with TB indicated that the port was underway. As seasoned VoIPers know, one does not even need to be assigned any phone number (DID) to begin making outgoing calls. These calls go through the new vendor's servers (in this case TeleBlend) and are then routed to their ultimate destinations (PSTN, Cellular, VoIP) --- without the need for the client to have a VoIP phone number.
The standard "time interval" for VoIP porting has long been set at 7 to 30 days (and sometimes even longer) ... and very few providers give interval updates on the porting process ... although most do send a confirmatory email to the customer upon receipt of the initial porting documentation including the LOA.
And just to play devil's advocate, shareef777 should not complain about being billed just because he did not use the service when he first registered. The service was active ... it was ready for outbound use (and probably for inbound use with a temporary TB-assigned DID) ... so why shouldn't the monthly charges be paid? It's not TB's responsibility to determine when, where and how the customer plans to use the service ... or even if the customer went on a long vacation the day after he received the adapter. From TB's perspective the adapter had been shipped and the service was activated.
TB might need to tighten up the porting process a bit ... especially to keep the customer apprised of the status of the port ... but as stated in one of the earlier posts, the receiving provider (in this case TB) has no control over the port whatsoever. The only information the TB porting department receives from its own CLEC is the date of anticipated completion of the port from the other vendor's CLEC.
Keep in mind that the VoIP provider losing the DID doesn't even know a port is underway ... nor is the old vendor even informed when the port is completed.
Hey! I don't mean to dump on shareef777. But if I were on the jury assigning damages to the plaintiff, I'd put TB's responsibility at 23% and shareef777's at 81% --- which I believe adds up to 104%!  |
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N9MDToo busy to chatPremium
join:2005-10-08
Boca Raton, FL
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1 edit | reply to shareef777
Paying the Piper said by shareef777:Thank you for the offer, but because I won't get a full credit for months that I haven't been able to use the service fully I won't go thru with any further process. I've taken my losses and will find service else where. Gee, I'll have to use that excuse with my cable company. I only watched the "free" cable channels for the past three months ... I never once watched any of the premium channels ... so give me a refund.
Or how about I ask Verizon (PSTN) for a refund of my monthly "call forwarding service" fee because I haven't forwarded a single call since July!
To state the concept of the relationship between a customer and a business entity ... one signs up for a service or product ... the service is activated or delivered by the vendor ... the billing process begins at that point, not when the customer finally gets around to using the service or product. |
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1 edit | As I've stated before, I had NO INCOMING CALLs. I was NOT giving a temporary number to use. When I logon to my account on TB's site, it shows only the ported number under my account.
Also, for the LOA I faxed the number. That is all I was requested to do and was told that within 30 days it would be completed. 30 days after I faxed the LOA, I still had no incoming service. It's not my responsibility to make sure that TB is doing their job, and certainly not my problem if their fax machines are not working properly.
You state that communications between the "parties" is vital and then go on to critique and insult me personally, yet say nothing of TB's side.
Your sarcasm doesn't help anyone and isn't welcome.
Oh and I assumed the porting was begun because the outgoing calls showed up as the number to be ported. One would assume that TB would not start using that number until it received the LOA. |
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N9MDToo busy to chatPremium
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| Your rebuttal does make sense, shareef777. It has persuaded me to swap the damage responsibility to 17% for shareef777 and 87% for TeleBlend.
My "insult/sarcasm" -- for which I apologize -- was based on my assumption that your account had been activated at sign-up for incoming and outgoing calls with a temporary DID# ... since that's the way almost all providers operate with new sign-ups. I am surprised that a temp # did not appear in your welcome email or your website account on sign-up. And if that is the case ... indicating that you would not be able to receive incoming calls from PSTN or cellular callers ... then you should indeed be entitled to a refund. |
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| Thank you, that's exactly the issue. But, just to get some clarification, what could I have done (as a customer) to help the situation? |
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N9MDToo busy to chatPremium
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| said by shareef777:...what could I have done (as a customer) to help the situation? For everyone with current or future plans to port a number ... here's a past post with step by step instructions:
»Re: [TB] Which provider/address to use to port SR/TB to ViaTalk?
Given the TeleBlend porting problem under discussion in this thread, I would advise that ---
• One must fax a Letter of Agreement to the new provider, correctly filled out and signed ... along with supporting documentation of the DID# with the old provider as well as the account name and address (printed out from the old provider's website). Email requests are not accepted by most providers.
• If an acknowledgement of receipt of this documentation and confirmation of initiation of the port is not forthcoming from the new provider within 2 to 5 days, one should submit a follow-up Trouble Ticket or Email asking if the documentation has been received. Once the process begins, the receiving provider’s CLEC contacts the losing VoIP vendor's CLEC to establish an “anticipated porting date” --- and this date (usually 7 to 30 days in the future) should be passed along to the customer (end user).
• Once an acknowledgement has been received, if an actual “anticipated porting date” is not seen on the Trouble Ticket or an Email from the new provider, one should telephone Customer Service or add to the Trouble Ticket, asking for a progress report.
• With some providers, they will update the TT or send an Email when they receive the ported number. With others, the ported number will simply appear in the “MyAccount” section of the new provider’s webpages. And occasionally the only way one knows the port has been completed is when incoming calls arrive on the adapter (or a BYOD or SoftPhone) that is registered with the new provider’s SIP Proxy (SIP URI). |
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| I agree, I should have checked with TB to make sure they received my fax the first time. I just assumed that they received the fax because I received a confirmation page from my fax machine. I've also never had a fax not go thru before. Lesson learned for future faxes. |
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