Wednesday, April 23 2014, 09:23 AM MDT
Utah Woman Caught Between Two Companies Loses Home Phone
Reported by Matt Gephardt
Produced by Michelle Poe
(KUTV) Marcy Burrell is a busy mother of five. To make sure her kids are safe, she's had them memorize their home phone number. So when Marcy switched her home-phone service from Magic Jack to Digis it was important that she keep the same number.
Marcy's new phone company requested that the number be ported way back in October but the transfer didn't work which left Marcy with no number.
"I was in limbo," Marcy said. "I didn't have Magic Jack and I wasn't ported to Digis."
Two months later, Marcy feared she might lose her old number.
"[Digis] said I have 90 days before my phone number would just be turned over to the general public, and I'm just about there," Marcy said.
So after repeated requests to both companies, Marcy had enough of fighting on her own and she decided to Get Gephardt.
When Get Gephardt called Magic Jack we asked why they wouldn't allow Marcy's number to port. Magic Jack said they'd love too, but the proper paperwork has never been filled out by Digis. As proof, Magic Jack supplied Get Gephardt copies of four porting requests from Digis, each showing mistakes made by Digis.
Digis points the finger back at Magic Jack. Operations Manager Ryan Larsson said Digis has been trying to clear up the issue for Marcy but he says the people at Magic Jack don't pick up the phone.
The continued finger pointing matters not to Marcy, now. Within a week of Get Gephardt calls to both companies, Marcy had her number back.
The Federal Communications Commission does have laws when it comes to local number porting. They say as long as you stay in the same geographic area you can keep your number, and the phone companies have to honor your request to port a number over.
(Copyright 2013 Sinclair Broadcasting Group)