I just finished a 2 day waste of time trying to transfer my phone number to Verizon.
the amount of confusion and repeat phone calls and coordination BY ME of the process left me wondering if they have this much trouble ( which becomes my trouble) doing an everyday transaction like transferring a phone number... what happens if I have an unusual problem. The level of competency in the reps i talked to ( who were courteous and im sure good people) left me with a big question mark about having my phone in their hands. This had to be routine stuff yet mistakes and omissions of procedure strung the process out to after spending 2 days nudging it along i could look forward to possibly a 3 rd day waiting for activation of a sim card for my phone with my old number on it. Given i had a similar experience with them a few years ago when i tried to do the same thing decided i dont have days and hours to spend coordinating people and processes that areONLY OVERSEEN BY ME..and im paying for. No question they are the best coverage and the biggest most successful company. Possibly by assigning the real work to their customers. I withdrew my request as i had no confidence by the end of the journey.
I dunno where the breakdown of communication is, but all you need to port is your account number and pin. If you can't do this online, a store or telesales does it for you.
If you've been working with normal customer service, they don't do this. They can only access acounts that already exist.