jay_rm
join:2002-04-12
Netville
 ·Fox Valley Internet
 ·ViaTalk
1 edit | reply to BigMac777
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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BigMac777
join:2001-07-21
Green Valley, AZ
 ·Qwest.net
| reply to whiteshp
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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rizzo2dial
Premium
join:2004-08-05 | reply to Kev1029384756
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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Kev1029384756
@mts.net | reply to rizzo2dial
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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whiteshp
join:2002-03-05
Xenia, OH
| reply to whiteshp
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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packet8SPT
join:2005-07-06
Santa Clara, CA
| reply to whiteshp
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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TraderEd
join:2004-01-06
Marietta, GA
·VOIPo
·magicjack.com
·Broadvox Direct
·ViaTalk
·Packet8
1 edit | reply to whiteshp
I had a similar problem after porting one of my numbers to P8 from Bellsouth. The number was re-assigned by Bellsouth about 6 months after I ported it to Packet8. My number was given to new subscriber of Bellsouth's telephone service.
A call to the Georgia Public Utilities Commission got it fixed within hours. I'm sure there is a comparable organization in your state. Give them a call.
Per the FCC you own that number. If it was stolen or taken away by accident, you should have the right to reclaim it.
Good luck getting it resolved. - Ed
PS: The problem was caused by BS failing to remove my ported number from their database or pool of numbers.
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Try VoIP?
Broadband Phones
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whiteshp
join:2002-03-05
Xenia, OH
| reply to whiteshp
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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voiplover
Premium
join:2004-05-28
Portsmouth, NH
·callwithus
·Axvoice
1 edit |  reply to whiteshp
My guess is that the clec being used by P8 for your #'s is Level3???
I also feel for you, but a couple of important questions and some things that you need to do:
1. Tell P8 that you are not cancelling your service with them, and you did not give any other provider permission to port your #'s and request an immediate trouble ticket. Follow up with an email to everyone at P8 (and Level3) restating the same and include the ticket #.
2. Contact your state PUC and the Federal Trade Commission. If you make taxable $ using these #'s make sure they are aware of this. +++
I believe that the fine is $5K for each occurrence. The FEDs get this - you don't. If they do fine the culprit; then you may find lawyers coming knocking to help you recover...
The slammer will have to produce the original LOA and Level3 will have to produce their copy!
Questions:
1. Who was the provider that you originally got the #'s from? They will be the originating provider that those #'s will revert back to when ever the #'s become unassigned.
2. Did you ever fill out a LOA with any other company or sign up with Teleband???
3. Did you cancel service with P8? dumb question, but...
Things not to do:
1. Do not tell P8; "cancel" "Lawyer" "I'm going to sue you" ... P8 will stop helping you at that moment. You also don't want P8 to make any changes to their routing of your #'s on their servers.
2. Have someone that has working P8 service call your # from their P8 line and make sure that it still rings your phone. If it doesn't, then P8 is the culprit! 
3. When you find out who slammed you're #'s, do not give the slammer any info.... 
4. If you find that Level3 is your clec, call the # listed for the switch that the # is associated with, and explain the issue. Nicely inform them that you will need a copy of the LOA to be sent to you First Class Mail - not the slow boat through China. 
They probably won't do it, but...
DIDs slammed. That really does sucks! 
Just my thoughts.
Best of luck. |
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usa2k
Please PRAY for Rebekah
Premium,MVM
join:2003-01-26
Canton, MI
clubs:
·VOIPo
 ·WOW Internet and C..
·Broadvox Direct
|  reply to rizzo2dial
Wow! I feel so bad for all you former SunRocket users!
After all they've been through - porting again sounds criminal
Someone should be able to reverse that I would hope? |
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rizzo2dial
Premium
join:2004-08-05
| reply to whiteshp
»Teleblend still slamming numbers -- they slammed mine!
Contact Packet8's LNP department, fill out a new LOA (Letter of Authorization), and have them port the number back. |
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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
·VOIPo
| reply to whiteshp
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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whiteshp
join:2002-03-05
Xenia, OH
| 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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