BobB wrote:I'll be brief and to the point. 11/1/09 I called and talked to an Ooma rep to order premere service and to have my existing # ported. On 12/2/09 I recieved an email stating I need to fill out a form and send a copy of my phone bill to procede with the porting process. Now I am told I will have to wait 4 weeks after I submit the form. That will total out to be abiut 9 weeks. Why wasn't I told this info was needed 4 weeks ago when I talked to the rep?
Those of you who have read my prior posts will recognize me as one of Ooma's most vocal advocates. I am rarely critical of Ooma, and will avoid being overly critical here. However, Bob does have a point.
I remember sending a recent copy of my phone bill for the number that I wanted to port. However, I believe it was sent as a result of reading the forums. In any event, I decided to look at the current information provided to new users by Ooma. Here is what I found.
The FAQ's don't really give much in the way of details. "Please note that porting typically takes up to three weeks and you must keep your current phone service until the transfer is complete." That's about it.
So, I went to the Knoweldge Base. From the Knowledge Base:
"The Porting Process
1) When activating your unit at https://www.ooma.com/activate
, under Step 2 “Phone Number” you may proceed as follows:
a) If you have a landline (VoIP or traditional), choose to integrate it with your Ooma system and are ready to port, then select “I would like to use the Ooma system with my current phone provider”. If you're not porting choose "I would like to use the Ooma system with my current landline". In both cases be certain to plug your landline into the port labeled WALL on the back of the Ooma hub otherwise it will not go into service.
b) Alternatively, if you choose not to integrate your landline and are ready to port, then select "I would like to use a temporary phone number". Ooma will assign a temporary phone number to your Ooma system until the port is complete. If you're not porting choose “I would like to select a new phone number”.
2) Once your Ooma unit has been activated, you need to login to My Ooma to request a number port (go to the Add-ons tab web page). Per the online instructions, make sure you send back to Ooma the filled out LOA (Letter of Authorization) as the porting process will not start without the signed LOA. Within five business days, Ooma will send you an email confirming receipt of the LOA. Ooma will then submit the porting request to your phone service provider.
3) About three weeks later, Ooma will receive a FOC (Firm Order Confirmation) date from your current phone service provider. This is the day when your number will be actually ported to Ooma from your phone company. Ooma will send an email notifying you of the FOC Date.
4) When the phone number has been ported to your Ooma system, a member of our customer support team will make a test call to your Ooma system. Ooma will send a final email notifying you that the porting process is complete. You can then call your previous service provider to cancel the phone service."
So, it appears there is nothing there about sending a copy of a recent bill. Being ever vigilant, I went to the "My Ooma" page and clicked on "Add-Ons" tab to see if the information was there. Well, from the Add Ons page in My Ooma:
You have the option of transferring your current phone number to Ooma. Number porting is available for a one-time charge of $39.99 or free with an annual subscription to Ooma Premier.
Some important notes about transferring your phone number:
* You must keep your current home phone service until the porting process is complete.
* The porting process typically takes 3-4 weeks after receiving your completed paperwork.
* Click here for more information about number porting.
Please fill out the following information. All fields are required. [Information box deleted]."
Nothing there about sending a copy of a bill, but wait, it says, "Click here for more information about number porting."
Eureka...? Well, sorry to report, but no. "Click here" sent me back to the Knowledge Base page.
It seems that it should be ease enough to insert a sentence into the "Knowledge Base" page and the "Add-Ons" page advising the new user the he or she should be sure to send a recent copy of the bill for the number for which porting is being requested. Not only would it help the user, but it would also streamline the process and eliminate extra work (and perhaps some grief) for Ooma.
Having said all that I am still one of Ooma's greatest advocates.