Bill Quimby (209 comments.) says:
June 13, 2008 at 12:35 am

We got an email today from Virtual PBX by way of one our customers that lead to the following conversation which although long I thought illustrated both the type of knee jerk blaming that not just this company but many companies tend to do quite often, as well as how quickly we release things which was the point of this post.

Thanks for your email.  Unfortunately, despite what the phone representative from tollfreenumbers.com has told you, the number has not yet ported.  As was described to you in an email from our Sales team on May 16, the porting process typically takes between 2-4 weeks.  The porting of numbers from tollfreenumbers.com are typically on the shorter side of that time window, but even so, we received your signed LOA only last week. 

Most likely, tollfreenumbers.com has authorized the
release of the number for porting, but that does not mean it has ported.  The rest of the process must be performed by our toll-free carrier, Qwest Communications.  We expect to receive an update from them soon regarding the status of your request, and we will update you when we receive further information.

The reason your number is no longer working is likely because the 30 day call-forwarding service they offered you has expired.  VirtualPBX is not handling the incoming call traffic to that number yet, so we cannot resolve this for you.  Because the process can take up to a month to complete, it is not recommended to publish the number in any kind of advertising before it is ported in the event of delays or rejection.  You may be able to contact tollfreenumbers.com and request an extension on the call-forwarding.

Rita’s reply:

Please review the below history showing it was ported from QZA01 which is us TollFreeNumbers.com  and ported it to LGT01, who is Qwest, VirtualPBX’s underlying carrier.  Perhaps the communication between Qwest and VirtualPBX is the issue here.  Therefore the information I provided to the customer is indeed accurate. 

I already contacted Qwest to let them know the number is not working and was ported on 6/10/08.   You will see attached the request.  The customer signed the RespOrg form with VirtualPBX on 6/2/08, it looks like it was submitted to Qwest by VirtualPBX on 6/9/08 and we rec’d the request from Qwest on 6/10/08 2:49pm(EST) and it was ported on 6/10/08 at 2:51pm(CST).  So it took us 1 hour and 2 minutes to respond to the port request. 

Based on the below history you will see the information me  "despite what the phone representative from tollfreenumbers.com has told you" Review the history and you will see I provided the customer accurate information.

Thank you and I hope that Qwest and VirtualPBX can figure resolve this in a timely fashion.

They then said we were being defensive and Rita pointed out that she had contacted Qwest already which was what it took to resolve this and she sent the list of numbers released to Virtual PBX within the past month

Below please see the numbers over the past month that have been setup with VirtualPBX.  You will note that from the time the customer signs the RespOrg change form and when we received it from Qwest and the date I ported the number since I do all the Port Requests.  You will see the delay is between VirtualPBX and Qwest review the below list of numbers we ported this past month.   Every number is ported the same day we are requested.

Don’t drop the ball on your 800 number transfer at TollFreeNumbers.com says:
July 31, 2008 at 8:01 am

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