Port out procedure - STILL BROKEN

Fusion Voice service, features and help.
6 posts Page 1 of 1
by MikeF » Wed Sep 18, 2019 5:37 pm
For over two weeks I've been trying to port my voice number to Ting from Sonic without success. The message received (after some delay) is the expected:

"Your previous carrier has advised us that the information you provided doesn't match their records. As a result, they're holding up your number transfer to Ting. Please confirm the information in the form below. Ensure it exactly matches what your previous carrier has on file and we'll try again!"

I have tried multiple ways on Ting's online form, using both my address and the one specified by Sonic support (Sonic net Inc 11 Great Oaks BL San Jose, CA 95119). Apparently this data is sent to Sonics partner XO Communications where my number is 'parked'.

Unfortunately Sonic employees are not empowered to see exactly what does not match and to resolve my problem, despite the fact that they can verify who I am with other information provided (latest Sonic ticket number is 5719253).

Judging by other forum posts this situation has been going on for years with other customers and Sonic management has not seen fit to devise a solution. For example, see DSLreports post https://www.dslreports.com/forum/r30248865-Tips-on-porting-phone-number-away-from-Sonic and Sonic post https://forums.sonic.net/viewtopic.php?f=14&t=4449&hilit=port+out+phone+number

Since I desire to keep this number, I am being held hostage by Sonic in the form of monthly rental in order to keep my number active. Count me as a very unhappy customer who is no longer recommending Sonic!

I have filed a complaint with the FCC and will see if that results in some action.
by sn90000 » Thu Sep 19, 2019 4:21 pm
BTW this was my post but the forums would not let me post with the username sn90000, error 'already in use'.
If any Sonic management wishes to address the reported issue, my current local phone number has been added to my account.
by anthony.n » Thu Sep 26, 2019 9:07 am
sn90000 wrote:
BTW this was my post but the forums would not let me post with the username sn90000, error 'already in use'.
If any Sonic management wishes to address the reported issue, my current local phone number has been added to my account.

Hello Mike, a Sonic Supervisor will be reaching out to make sure we have our documentation matching with what Ting is submitting.
by sn90000 » Thu Oct 03, 2019 3:57 pm
I did receive a call from Anthony who was unable to offer any significant assistance.

As a response to my FCC complaint, I received a letter (not email) from a Dan Thompson, Communications & Escalation Manager, email daniel.thompson@sonic.com ; he provided some contact information for XO Communications which I forwarded to Ting but he also stated, to summarize, that "we can't do anything". The XO contact info may be sensitive so I will hold off posting that for now.

The Ting 'team' has been just as ineffective in investigating the 'information mismatch' issue. Apparently the E(scalation) word is banned from their vocabulary, and they are even more likely to use the classic CSR words "Please Reach Out to [someone else]".

The porting process started about Sept 7.
Color me disgusted.
by sn90000 » Fri Oct 04, 2019 4:53 pm
Perhaps as a result of me updating the FCC complaint, or possibly my last convo with a better Ting CSR, the Number Transfer Center at T-Mobile (Ting's network provider) called me.

Unfortunately, two CSRs in their Number Transfer Center got exactly the same mismatch error. They also found the Sonic acct number / PIN /address situation confusing. Eventually they escalated the issue to someone else at Ting - Toronto) who will be calling me tomorrow and we'll conference in Sonic for his satisfaction.

BTW some of the information provided by Dan Thompson (per above) is Wrong. The XO/Verizon website https://www22.verizon.com/wholesale/con ... actions.do does NOT have Local Portability Number Center info for California. I did find an XO Wholesale Support number and will post that if it is useful.

More BAH HUMBUG for Sonic !!
by sn90000 » Sat Oct 05, 2019 1:30 pm
The rep from the Ting Toronto (HQ) location conferenced me in with another Sonic CSR, who repeated the same bizarre information to use in a resubmitted port request. The Ting rep will do that iteratively until hopefully successful.

Color me still skeptical.

Friends don't let friends port their phone number to Sonic.
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