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Be aware if you are porting to Cingular. Although I had great plans and excellent customer service experience with T-Mobile I had to port to Cingular due to lack of coverage in my home.
This turned out to be quite a big problem. I received my SIM from Cingular today and then spent TWO HOURS on the phone with 7 different reps in 4 different departments trying to port my number. I was furious and I still haven't been ported. The engineers are working on it as I speak and hopefully it will be settled tomorrow.
Another thing that is outrageous with Cingular is that their customer service IS NOT 24 hours. That is TOTALLY UNACCEPTABLE!!! I hope that will change soon.
So just be aware that you might need lots of time when talking to Cingular customer service - they are amateurs!!!
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Posted: 2004-01-21 02:50:18
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I just want to follow up with how fricking lousy Cingular's customer reps are. Today I was told by two people that the port request would take one hour. When calling the third person she said that the other two reps are lying and that it will take 3-5 DAYS. Unbelievable! First of all, can you believe that one rep is calling her co-workers lyers. Second, why can't reps ever have the same information. This is crazy! I'll definitely switch back to T-Mobile the first chance I get.
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Posted: 2004-01-22 00:16:34
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I guess I'm just lucky. I switched over from AT&T to Cingular. I sat there at the counter talking with the customer rep and he ported 3 numbers for me all at the same time. It only took 3 hours. I had a beer w/ the sales rep in the mean time and all the phones were activated and all so I'm very happy.
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Posted: 2004-01-23 04:38:50
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Being in the business, couple things about portability. First, every carrier scrambled to get teh software to work, and the inter-carrier links up and running. Everyone thought that # portability would keep being postponed. Not!
When you go to do one, bring your bill! Cannot stress that enough. Make sure that everything matches perfectly. If going to Cingular, call your current provider first. Have them remove your middle initial from account. Also, if you have, Jr., Sr., etc, see if that can be removed. It might be worthwhile before porting to any carrier to do that. Some of the database software can really mess up a middle initial or prefix.
Don't expect it to go thru in a heartbeat. May get lucky, may get stuck in major trouble. Get the rep to find out EXACTLY what the problem is. There are escalation people out there as the last resort. I just pushed one thru for a rep in the store I just took over. Had been pending for a long time.
Finally, if you don't like the answer you are getting from a call in, call back. There are many different centers, some know more then others.
As far as Cingular cust service not being 24/7, the reason for that is to have more reps on during normal hours, rather then spreading them out. Yes, none on sunday stinks. But the hold times are generally very short. We in the stores have to call exactly like any external customer. Stores are generally open on sundays, though.
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Posted: 2004-01-23 14:08:13
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My issue has now gone to the highest manager in the number portability department and has been promised to be solved within 72 hours (not counting the weekend). Hopefully it will work fine because I have one more number to port.
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Posted: 2004-01-25 11:19:25
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As far as Cingular cust service not being 24/7, the reason for that is to have more reps on during normal hours, rather then spreading them out. Yes, none on sunday stinks. But the hold times are generally very short. We in the stores have to call exactly like any external customer. Stores are generally open on sundays, though.
T-Mobile has 24hours customer service and they still have short hold times during peak hours. I don't understand why Cingular can't do the same?!??
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Posted: 2004-01-27 04:58:11
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Any time a question starts with why, the answer is money. The real answer is that cingular does have a much larger base of customers, as well as a much deeper pool of plans and equipment. Have to consider that COPS are responding to people who may still have straigh analog phones, as well as very old plans. Now, I have never had to call T Mobile's COPS, but, as far as cingular, we in stores must call just like customers. I cannot remember a hold time longer the 7 minutes, and that was during a MAJOR system issue. Usually, I get thru in 1-3 minutes.
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Posted: 2004-01-30 02:06:08
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