support tickets

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Originally Posted by ctaranto

Thanks, Tim. I'm already out $26 for a month's service at VoicePulse. I hope I don't get stuck with another $26 as this lingers on. Anything you can do to push it along is appreciated.

Can you extend the free virtual number until the port happens? I'm using it as a permanent forward from VoicePulse.

Thanks,

/c

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Yeah extending the VN isn't an issue. Just request this in ticket.

I'll look into this a little more for you, but since you mention Voicepulse, that could be why this is taking so long.

Voicepulse is very difficult to port out from sometimes because of the way one of their carriers sets things up.

Basically one of their carriers does not let them assign a customer name to the number and they are all under Voicepulse's name so a port request gets denied because the person requesting it is not authorized (since only VP would be).

I don't know if this is what is happening here, but it's possible. I'll see if it's associated with that problem-carrier.

If it's associated with that carrier, usually it takes an FCC complaint to get them to release the number.

I'll see what I can find out for you.

Ports can take a while. I was about to give up, but finally they released my number to Voipo. It took from 10-12-09 to 12-8-09 and I had even canceled service with my old cable/phone provider on 11-10-09.

VOIPo support is very responsive!!!

Quote:

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Originally Posted by VOIPoTim

Yeah extending the VN isn't an issue. Just request this in ticket.

I'll look into this a little more for you, but since you mention Voicepulse, that could be why this is taking so long.

Voicepulse is very difficult to port out from sometimes because of the way one of their carriers sets things up.

Basically one of their carriers does not let them assign a customer name to the number and they are all under Voicepulse's name so a port request gets denied because the person requesting it is not authorized (since only VP would be).

I don't know if this is what is happening here, but it's possible. I'll see if it's associated with that problem-carrier.

If it's associated with that carrier, usually it takes an FCC complaint to get them to release the number.

I'll see what I can find out for you.

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Thanks again, Tim. It must be frustrating for the industry in general when this happens.

Is there something I can say or do with VoicePulse to push this along? Their customer service is rather good as well. Can't they authorize it since they "own" it?

/c

Well I'm still seeing the same issue that I submit tickets and get no confirmation or reply to them. One went through and was answered almost right away yesterday, but one opened today via email has had no reply. Something seems to be broken with the ticketing system.

We disabled sending out auto-reply notifications months ago when we integrated it into vPanel.

When you submit a ticket from your vPanel e-mail address, it will show up within vPanel almost instantly for immediate confirmation that it was opened.

Quote:

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Originally Posted by ctaranto

Thanks again, Tim. It must be frustrating for the industry in general when this happens.

Is there something I can say or do with VoicePulse to push this along? Their customer service is rather good as well. Can't they authorize it since they "own" it?

/c

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Tim, any update on information regarding the number port?

Thanks,

/c

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Originally Posted by VOIPoTim

We disabled sending out auto-reply notifications months ago when we integrated it into vPanel.

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I get them occasionally , and they look very funky with strange formatting codes in them. Hardly readable.

Speaking of which, when I look at a ticket in vPanel why does it substitute a "/" in place of many punctuation marks?

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Originally Posted by VOIPoTim

We disabled sending out auto-reply notifications months ago when we integrated it into vPanel.

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Quote:

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Originally Posted by MisterEd

I get them occasionally , and they look very funky with strange formatting codes in them. Hardly readable.

Speaking of which, when I look at a ticket in vPanel why does it substitute a "/" in place of many punctuation marks?

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Ditto, I see both issues as MisterEd has stated. Although they are minor issues, it still needs a programming fix.

Quote:

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Originally Posted by ctaranto

Tim, any update on information regarding the number port?

Thanks,

/c

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check your number at tnid.org to see if you are stuck with the problem carrier.