whiteshp
join:2002-03-05
Xenia, OH
| [Packet8] Packet8 theft disaster! I am at a total loss as what to do. I originally had Sunrocket service and when they went down ported to Packet 8. It took 2 months but both my numbers ported just fine(numbers I had since 1981). One number ported to voice and the other number ported to their Fax. After the port I used both numbers for months just fine.
Today I tried to call the fax and it said the number was not in service. After over 4 hours on the phone and getting disconnected several times I was told that my phone # had been "stolen" ported away by another company. I asked them to get it back and she told me she couldn't because they did not know who stole the phone #. Her only suggestion was that I call the different phone companies to see if one of them took it and see if they would give it back.
When I asked her if she could help me by trying to find the company that did this and she said no that it was not Packet8's responsibility because they offer no guarentee to keep a customer's ported phone number. At this point I asked to speak to a supervisor and was told "they are all on call". I explained that I had trusted my very important phone number with them and even paid for two months waiting for my number port. I have over a thousand business cards with my fax #. At the least they owe me an effort to help me get the number back for all the money I paid. I even have cards made with my phone #. All I could get is we are sorry but it's not our responsibility. We have no records who took your phone number. It's up to you to fix it.
Is there anyone here with experience in Packet8 management who would be willing to help? I entrusted my ported number to the professional care of Packet8. They ported my phone # then lost it months later and are now telling me any effort to fix this is all on me. This can't be the true stance of this company can it? | |
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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
 ·VOIPo
| Re: [Packet8] Packet8 theft disaster! Search the forums here. You will probably see that Teleblend has stolen it back. It has happened to a few ViaTalk members as well. Packet8 should be able to call the provider they use for their numbers and they should be able to confirm who they released your numbers to.
But I will almost guarantee that it is teleblend. | |
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Kev1029384756
@mts.net | Looking for Rizzo2dial.
Can you please email me at kanderson at digital-adrenaline period com.
I'm looking for (very) short term contract work, and I'd like to discuss it with you.
Thanks
Kev. | |
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| | rizzo2dial
Premium
join:2004-08-05 | Re: [Packet8] Packet8 theft disaster! If you register for an account on here, you can IM me the request above so that you don't have to post your e-mail address publicly. Anyway, if decoded your address correctly, you have an e-mail from me. | |
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whiteshp
join:2002-03-05
Xenia, OH
| Ok I talked with Packet8 again. I've always been very polite (I work phone support so I don't like making extra trouble) but I do explain how worried I am.
I never canceled anything with Packet 8. I ported my numbers, it worked for months, and life was fine. Then one of my phone numbers was just gone.
The tech I talked to last gave me the truth (I think). He explained that they had made a mistake in porting my number over. Instead of recording the number under my account they recorded it under someone elses account. He said that the number did not belonging to that account so it got canceled and unassigned. He suggested I contact AT&T the new owner of the # and see if I could sign up a new line with them to get the number back then port the phone # back to Packet 8. However all costs to do this would have to be born by me because # porting was a best effort service provided by packet 8.
I asked for a supervisor and got the LNP department who swore up and down AGAIN that the number was "stolen" but because it was unassigned she could not figure out who took it from them. They didn't even offer me a refund or credit and the temp (replacement) number they gave me isn't even in my area code (limited numbers for fax).
Tomorrow I'm going to call AT&T and see if they can get my phone # back. But I am really upset at Packet 8. I can understand them saying "I couldn't port your number it's a best effort". But to make a mistake with a trusted number like this and do nothing to help at all (not even a refund). I feel it's fraud but my other ported number is with them so I feel stuck evening pressing for help.
I was just so hopping someone in management would out of professional courtesy have tried to even work with me part way (absorb some of the costs of me getting my # back they lost in credit to my service). But I have nothing but the same old "I have to deal with it myself" "We don't do that".
Wished there was something else I could do.  | |
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packet8SPT
join:2005-07-06
Santa Clara, CA
| Hello there,
I am a Packet8 Representative and want you to know that this problem can, in most cases, be resolved. I apologize for the apparent lack of concern, knowledge, and/or effort demonstrated by the agent with whom you spoke to. Based on your description of the problem you may have been a victim of "slamming". This basically means that a phone number has been taken by another company without authorization. Unfortunately, thousands of SunRocket customers were affected by this problem a few months back by one particular company creating havoc for numerous VoIP providers. We would really like to help fix your issue but in order to do so we need to speak with you. Please call into Customer Service (not Technical Support) and immediately ask for a Supervisor. If you run into any problems, please reference this post when speaking with the agent.
Sincerely,
Packet8 Support | |
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whiteshp
join:2002-03-05
Xenia, OH
| An update. I called Packet 8 CS and asked to speak with a supervisor. The CS rep was like "I talked to you yesterday!". I told her I was advised to talk to a supervisor and requested to do so. She told me that she first wanted to check my records. When she came back she said the reason the phone # vanished was because I never ported it in the first place!
I explained to her that the phone # WAS ported and that they sent me a fax that I filled out and faxed back which ALLOWED them to port my phone number in the first place. She put me on hold for another 7 min then came back and said that she found my order for the ported number but did not know why it had left. She then said they would have to research the situation and would have to call me back within 48 hrs with what they found out. I told her "thank you" and said I wouldn't press this if this number wasn't so important to me.
I hope she is being honest. But I'll keep you all informed. I hope this gets resolved soon. | |
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BigMac777
join:2001-07-21
Green Valley, AZ
 ·Qwest.net
| It would appear that Packet8 is having a problem with there customer service reps. You were asked by one Packet8 person of importance to call and ask for a supervisor. Then told when you called, that no you can not talk to important people. This is a clear case of uncaring or uneducated personnel in Packet8's support CS staff. I think you should E-mail everyone on the list of importance at Packet8.net to get a reasonable answer. If you can remember it also include the name of the employee that refused to put you through to the support staff higher up the chain. | |
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| jay_rm
join:2002-04-12
Netville
 ·Fox Valley Internet
·ViaTalk
1 edit | Re: [Packet8] Packet8 theft disaster! said by BigMac777  :It would appear that Packet8 is having a problem with there customer service reps. You were asked by one Packet8 person of importance to call and ask for a supervisor. Then told when you called, that no you can not talk to important people. I think it was more the OP not standing firm on his original request to talk to a supervisor. I'm sure standard operating procedure at most any call center is to keep callers away from upper tiers, if possible.
Sorry to bust your conspiracy bubble...
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3500/512 5.7 GHz Motorola Canopy Wireless; FoxValley.net
"Peace through superior firepower" | |
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Re: [Packet8] Packet8 theft disaster!
