Rogers phone porting issue - Strange scenario - HELP

**Cping** · 07-27-2012, 10:40 AM

Hi all,

Really need some help here as there is a lot of confusion on Rogers part on why my phone number was recently released. Sorry for the long post.

2 months ago i transferred services from Mobilicity to Rogers. The sales rep we were working with assured us we could port our phone number over and would be straight forward. The initial phone port did not go that smoothly - we were assigned a temporary new phone number as the phone port took more than a day to port. After multiple calls with customer care reps, i was informed that Rogers was have a major service issue that day and porting was taking unusually longer than normal. 2.5 days later, the port was successfully transferred and I was able to receive incoming calls and texts to my original mobilicity number.

Exactly 60 days after the port went through my phone number stopped working - ie: any incoming calls were directed to a disconnected number. After 6 lengthy calls (4 hrs 23 mins to be exact), I was able to connect with a Rogers corporate care rep who seems to have the most logical solution:

- While the telephone port appeared to be successful, I was informed that the telephone port may not have been not "fully linked".

- When a phone number is not fully linked, Rogers releases the phone number after 60 days.

- After determining that the problem was a Rogers system / process issue, i was transferred to cancelations / customer retention and there has been unsatisfactory resolution provided by the Rogers customer service teams.

- the rententiion / cancelation dept is claiming that my phone number was never ported over and that my phone number on file is the temporary phone number which was provided when the initial port took 2 days to process.

- Rogers is claiming that Mobilicity has taken the phone number back and eluded that mobilicity has canceled the phone number. Extremely frustrating that Rogers is unwilling to accept the blame in this process (with the exception of the one corporate customer care rep).

- All I want is my original phone number that was I was assured would port over. I have no further interest in contacting Mobilicity as this to me appears to be a Rogers issue and failure to perform.

Given that Rogers has failed to perform and this has been and will be further inconvenience (need to follow up with all my clients, banks, family, friends with a new phone) I am prepared to bring this to the CCTC should things stale mate with resolving this with Rogers. I just want my phone number back without having to invest anymore time.

My question is - assuming Rogers is unable to re-instate my phone number, what is reasonable to ask for in terms of compensation?

The cancelation rep originally offered 1 month free service and bumped it up to 2 months when I indicated I wanted 6 months free service ($300) or the ability to be released from my 3 year term with no penalty ($450).

Thanks

**WorldIRC** · 07-27-2012, 11:11 AM

I've summoned someone from Social Media to assist; hopefully they arrive soon!

**Rogers_Kate** · 07-27-2012, 12:58 PM

Hi Cping,

I'm going to send you a PM to get more information so we can take a closer look at this for you.

Cheers,
Rogers_Kate

**TheGuyz** · 07-28-2012, 01:29 PM

I had a similiar experince ( Office Of President Fixed up ).

But reality is the original number being ported was Mobolicity's, so in effect after a # is released it goes back to original carrier and sits in a POOL for 60 or 90 Days( I forget exact time frame ). Then the # is released back to public. Since Mobolicity says # is non acceasible, means either it has not been sent back from Rogers yet or the pool time frame has not been used yet.

To get fixed will need some who can access AGING POOL on Rogers side as well as Mobolicities side. Once proper people involved will take a few hours ( after speaking with people about issue on conference call )at least for me it did and had # back although # ported was original Bell #.

**WorldIRC** · 07-28-2012, 02:28 PM

When a number that was ported to Rogers is cancelled, the number sits in ROGERS pool for 90 days, before being sent back.

**Cping** · 07-28-2012, 05:30 PM

Ok - so here is the follow up:

- after Rogers released the phone number, it went back to Mobilicity (confirmed this from both Rogers and follow up with Mobilicity)

- Rogers indicated they couldn't retrieve the number, i would have to do it myself. I was left with 2 options:

1. Take the new number from Rogers

2. Go back to Mobilicity and sign up for a Pre-paid plan ($25), buy a new sim card ($20) and get our original phone number back. Then request Roger's to port the number over.

While the suggestion to go through the OoP is a good one, after spending 4.5 hours on the phone and getting no where, wasn't willing to invest more time. Also Rogers customer care never offered that solution so was not aware.

Ended up going option #2 route. This was a lot of unnecessary work, time and inconvenience for something that was caused by a failure on Rogers part. Basically I needed to solve Rogers' issue and do all the leg work, which is pretty disappointing as a new customer.

Very frustrating and disappointing. I am planning to follow up and write a formal complaint letters to the CCTC as well as to Rogers.

The compensation Rogers is proposing of $25 credit as well as 2 months free service in exchange for the $50 I incurred, the 5 hours on the phone, and time and effort to go back to Mobilicity to sign up for an account to retrieve my phone number is very inequitable in my opinion. If you guys are interested, I'll share the outcome.

**WorldIRC** · 07-28-2012, 05:35 PM

Cping, unfortunately even with the wrongdoing, Rogers isn't going to beg and cry for your forgiveness; you are one out of 9 million clients. Either take their offer and move on, or cancel and hit them where it hurts, financially!

**DataDude** · 07-28-2012, 09:04 PM

Originally Posted by Cping

Ok - so here is the follow up:

- after Rogers released the phone number, it went back to Mobilicity (confirmed this from both Rogers and follow up with Mobilicity)

- Rogers indicated they couldn't retrieve the number, i would have to do it myself. I was left with 2 options:

1. Take the new number from Rogers

2. Go back to Mobilicity and sign up for a Pre-paid plan ($25), buy a new sim card ($20) and get our original phone number back. Then request Roger's to port the number over.

While the suggestion to go through the OoP is a good one, after spending 4.5 hours on the phone and getting no where, wasn't willing to invest more time. Also Rogers customer care never offered that solution so was not aware.

Ended up going option #2 route. This was a lot of unnecessary work, time and inconvenience for something that was caused by a failure on Rogers part. Basically I needed to solve Rogers' issue and do all the leg work, which is pretty disappointing as a new customer.

Very frustrating and disappointing. I am planning to follow up and write a formal complaint letters to the CCTC as well as to Rogers.

The compensation Rogers is proposing of $25 credit as well as 2 months free service in exchange for the $50 I incurred, the 5 hours on the phone, and time and effort to go back to Mobilicity to sign up for an account to retrieve my phone number is very inequitable in my opinion. If you guys are interested, I'll share the outcome.

At least you got your number back; I was afraid a new sub would have already taken it, which would have been...upsetting, to say the least.

I agree with you, but then I also see WorldIrc's point: Rogers probably isn't going to do much else for you.

The thing that puzzles me the most is how on Earth this mistake could have happened in the first place...that's just totally bizarre.

Yes, please keep us updated! Would love to hear how this turns out for you.