Unknown issue porting FIOS number to Cox

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beserker
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Joined: Mon Jun 12, 2017 12:50 pm

Unknown issue porting FIOS number to Cox

Post by beserker » Mon May 21, 2018 6:50 pm

Currently have Triple Play from Verizon, but decided to change to Cox when Verizon won't give me any deals. I requested porting with Cox, but install date, notified porting hasn't been completed yet. Contacted Verizon, was told there was a porting request in progress. Few days later, porting hasn't been done, so contacted Cox, forwarded to their escalation department and was told Verizon cancelled the porting request, and made me verify information and told me they will resubmit the port request, but it will take 3-5 days (I thought there was limit of 1 day or something imposed by FCC). Anyway, contacted Verizon asking why the port request was cancelled. Verizon said they had no request, but once I told them I had chat online and kept the record, they acknowledged there was a port request, but it got cancelled. Whey I asked by whom or why, they said it must be Cox because they cannot cancel pending port requests.

So essentially Cox is pointing fingers at Verizon, and Verizon is pointing fingers at Cox. Meaning paying both companies while porting supposedly takes place. I requested Verizon to cancel at least TV and Internet, but was told they can't because they were bundled.

Has anyone else had problem like this?

And is it reasonable to take 3-5 days to port a number? My previous porting for cell phone number took less than 10 minutes.

TallBoy29er
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Joined: Thu Jul 18, 2013 9:06 pm

Re: Unknown issue porting FIOS number to Cox

Post by TallBoy29er » Mon May 21, 2018 8:22 pm

I am thinking you are in the great unknown. Chances are you will never know. And your recourse is probably pretty limited, if even existent. Besides bemoaning the industry, which is generally known for sh...bad customer service, there probably ain't much else good one can do.

Katietsu
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Re: Unknown issue porting FIOS number to Cox

Post by Katietsu » Mon May 21, 2018 8:32 pm

I do not know the rules. But my experience has been that the one day porting time frame has been told to me when switching the number between two mobile phone carriers. When I ported out of Comcast, I was told that all their ports require 10-14 days. So 3-5 days would have been fast.

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sunny_socal
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Re: Unknown issue porting FIOS number to Cox

Post by sunny_socal » Tue May 22, 2018 8:20 am

Consider cancelling your port to Cox and port it to Google Voice instead. Then you can get an Obi VOIP box for $50 and never pay any kind of "phone" bill again. :beer

beserker
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Re: Unknown issue porting FIOS number to Cox

Post by beserker » Tue May 22, 2018 8:24 pm

I might just give up the number, I have a feeling even if I transfer to any other like GV, Verizon will drag its feet or come up with some sort of execuses to keep on charging for the services I am not using. I still don't understand why I can't cancel TV and internet while porting is happening.

At least I won't get as much spam calls with my original number, had it for 30 years. Just wanted to see if anyone else similar experience, that's all.

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MilleniumBuc
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Location: Florida

Re: Unknown issue porting FIOS number to Cox

Post by MilleniumBuc » Wed May 23, 2018 11:27 am

Be very careful. I ported from Verizon fios triple play to Ooma, followed everything to a T. The day of the port, Verizon cut the cable and internet. When I called, they said that the account is tied to the phone number, and once that is cancelled, the whole account is cancelled. They never mentioned any of this before.

I was about to move in two months, but needed the internet still. Had to pay an installation fee to restore the internet, and waste $80 plus a four hour window of time for them to show up, and do a 5 minute connection.

mouses
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Re: Unknown issue porting FIOS number to Cox

Post by mouses » Wed May 23, 2018 11:37 am

I had my copper landline number ported from Verizon (after they discontinued service over my semi-dead body) to Consumer Cellular. This was a year or two ago and I have hazed out on the details.

However, I think the destination carrier has to pull, rather than the source carrier pushing. As I recall, it took about a week. Looking back in my notes just now, I see I was quoted 7-10 business days. At least they didn't lose the request.

I only had phone service with Verizon, Cox supplied Internet service.

The Verizon final bill was chaotic. The amount quoted on the phone and website was wrong. After a month or two I got some sort of prorated fee.

Now Verizon is sending me postal mail ads about twice a week for FIOS. Hell will freeze over before I give a cent to the company that took away my copper landline.

beserker
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Joined: Mon Jun 12, 2017 12:50 pm

Re: Unknown issue porting FIOS number to Cox

Post by beserker » Wed May 23, 2018 6:36 pm

The only choices I have are Cox and FIOS. I don't know why they can't cancel TV and Cable, and let the phone service be active while porting is in progress. I am already switched to Cox, not really fan either, as they are charging for porting which they didn't mention until install was done and adding much more fees than Verizon did. Not to mention their "professional" installation was connecting existing coax cable to a modem and connect the phone to the modem. So none of my phone jacks work right now, well I guess actually they do with Verizon since it is still active....

beserker
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Re: Unknown issue porting FIOS number to Cox

Post by beserker » Fri May 25, 2018 11:10 am

Just for future reference who have Verizon bundle. Don't let them give you bogus lies that because you are porting your number, you can't cancel your TV and Internet because they are bundled with your phone. I got this excuse from two CSRs. After talking to COX about it, I learned that was bogus. So I called again, and this time they were able to cut my TV/internet and downgrade me to basic phone service for about $20/month while porting was ongoing. Prior to this it was about $200/month for the services I wasn't using because I already switched to COX.

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Pajamas
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Re: Unknown issue porting FIOS number to Cox

Post by Pajamas » Fri May 25, 2018 11:45 am

mouses wrote:
Wed May 23, 2018 11:37 am
Now Verizon is sending me postal mail ads about twice a week for FIOS. Hell will freeze over before I give a cent to the company that took away my copper landline.
Same here. They disconnected my copper line without any warning or notice other than offering to allow me to switch it over to the new system at no charge a couple of times. Then it took them a couple of weeks to switch it over. Then I changed providers. Still wouldn't take their FiOS internet even if if it were cheaper than cable internet but get the offers at least twice a month. It's impossible to stop the mailings.
beserker wrote:
Fri May 25, 2018 11:10 am
Just for future reference who have Verizon bundle. Don't let them give you bogus lies that because you are porting your number, you can't cancel your TV and Internet because they are bundled with your phone. I got this excuse from two CSRs. After talking to COX about it, I learned that was bogus.
If you want to keep your phone number, it's best not to do anything with your current account to avoid taking a chance on losing it during the porting process.

luvmyk9
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Re: Unknown issue porting FIOS number to Cox

Post by luvmyk9 » Thu Jun 14, 2018 9:34 pm

I am experiencing the exact same issue with a transfer of triple play FIOS to COX. We had our phone number 21 years and did the 3rd party verification to have it ported. On install date in May (Wed) we had arranged to cancel FIOS and return equipment on Friday. On install we received a new phone number, I had a mild meltdown and got COX on phone. They said they would fix it and they had the number, our number on file. We proceeded and returned FIOS equipment. Following week still did not have our phone number back. Turns out it didn't port and we had to reactivate our phone - took 4 straight hours on the phone with FIOS - me on the house phone and husband on his cell (both talking to FIOS). They agreed as a courtesy to reactivate our phone and told us we would be charged for the days of service. We received a bill from them for approx $65.00 to turn our phone back on so COX could complete the port. COX completed the port.......ALMOST. Something is still wrong...really wrong......we can only receive calls from cell phones, computers, out of area calls and COX local customers. Problem is we cannot receive calls from the most important people in our lives and the main reason (there are many) that we need to keep our land lines - my mom is 87, husbands is 85 - they have FIOS and do not use cell phones so they cannot reach us in an emergency or even to say Hi. My mom is sick so I am spending all my time at her home so I know when she needs something. COX has elevated the problem and tells us it is enterprise wide. Sounds like FIOS sabotage or at the least the big boys are not playing nice. It has been over a month.

Very, very frustrated and like you afraid going back we will lose the number. I do have to admit that when we call COX we actually get to speak to a real person and they answer quick and they call back - the same cannot be said for FIOS - my last call to FIOS I was on hold 45 minutes before someone picked up the phone. It may be time for all of us to elevate to the FCC and our local governments. BTW - I am in Fairfax County, VA. Class action...

luvmyk9
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Re: Unknown issue porting FIOS number to Cox

Post by luvmyk9 » Tue Jul 10, 2018 5:19 pm

Update: So others with "porting problems" know they are not alone.

It is now July 10th. Almost 2 months since we made the switch from FIOS to COX and we still do not have a resolution to some numbers being able to get through to us. I now know the problem is not local to Fairfax County, VA - I have friends in Arlington, VA and near Annapolis, MD that also get an "out of service" message when calling me.

COX has thrown there hands up and given up. Told us to call Verizon. We did, they said since we were a customer they would check the switch and reported all is good. COX says the Verizon customers trying to call us are not having their calls come through to the COX switching station. Someone is not telling the truth. One COX representative said it has happened before. Verizon says COX is your carrier they need to figure it out.

In the meantime, me, the customer, remains stuck in the middle. Hate to leave COX and return to Verizon if they are the ones causing the issues. Customer retention the hard way.

So fed up. FCC, State Attorney General and my local county office will be notified by weeks end. Regardless what I end up doing they need to be aware.

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