At CannabITs Consulting, my primary goal has always been to ensure that the products and services I offer are reliable, effective, and truly beneficial for my clients. As part of this commitment, I made a decision that, in hindsight, has caused quite a bit of chaos – but it’s a decision I still stand by, even if it temporarily disrupted my business.
The Beginning: Why I Decided to Move My Business Phone Number
As a business owner in the cannabis industry, I understand the importance of trust and reliability. When I considered adding a new communication product to my offerings, I didn’t want to just take the provider’s word for it. I wanted to use it myself first, to ensure that it met the high standards I set for my clients. I tried the demo and it looked promising, but I’ve been around the block enough times to know everything works great in a demo.
The product in question promised enhanced features, including better SMS capabilities and streamlined communications. To test it properly, I needed to port my business phone number – the same number plastered across my website, business cards, and all my marketing materials – to this new service.
The Unexpected Hurdles: Blacklisted and Busy Signals
Soon after porting my number, despite having the port order schedule for two weeks in advance, I encountered an unforeseen obstacle. The SMS add-on service associated with the new product blacklisted my number, citing the SHAFT Act and assumptions about the cannabis industry, never mind the fact CannabITs Consulting is actually an IT service provider. There was no way to appeal this decision, and my number was essentially rendered unusable for incoming texts.
In an effort to resolve this, I initiated a “snapback” to reverse the port, as that was the only next move to make according to the new carrier. They processed this request as they normally would, but instead of restoring normal service automatically, my business line started returning a busy signal for all incoming calls. Apparently the number was returned from where they got it, but some dots weren’t able to get reconnected between that party and my original Google Voice service. My number has essentially become a ghost – active, but unreachable. I can call you from it, but you can’t call me. It’s caught somewhere in limbo between the various third parties
The Long Road to Resolution: Navigating Carrier Support
After escalating my case with Google support, their advice was to port my number out to a third party, like Verizon. I followed their guidance, but despite initial success, Verizon’s tier 2 porting support informed me that the number couldn’t be retrieved. They suggested I go back to the carrier that initially failed me.
So here I am, after almost 60 hours since starting back-and-forths with various support teams, dealing with a phone line that rings busy for incoming calls, can only send outbound SMS, but oddly enough, supports RCS chat.
Current Situation: Solution Pending
As of now, it looks like I will be able to restore my original business number but I’m going to have to move it again ASAP to restore full functionality. This will surely take at least a couple days. I am actively working with the carriers involved to resolve this issue as quickly as possible.
Moving Forward: Communicating with Clients
In the meantime, I’ve taken steps to mitigate the impact on my clients:
- Temporary Contact Methods: I’ve set up alternate contact methods and updated my website and social media to reflect the current situation.
- Client Notifications: All clients have been informed via email and social media about the technical difficulties and provided with alternative ways to reach me.
- Continuous Support: Despite the phone issues, my commitment to providing top-notch service remains unwavering.
A Call for Understanding
I’m sharing this story not just to explain the temporary inconvenience but to highlight the lengths I go to ensure that the services I offer are genuinely the best for my clients. My integrity may have caused a temporary setback, but it also ensures that when I recommend a product, you can trust that it has been thoroughly vetted.
Thank you for your understanding and patience as I work to resolve this issue. Your trust and satisfaction are my top priorities, and I’m confident that this experience will ultimately lead to even better service and reliability from CannabITs Consulting.
Best,
Dave Bryenton
Owner & Founder
CannabITs Consulting, LLC
