Introduction
In February 2021, ECFiber will begin to move telephone lines from one carrier to another. This process will happen in batches with separate dates for each batch.
Customers whose phone services have been newly activated since December 2020 already use the new system and may disregard this message.
This transition will allow us to provide the most reliable and consistent phone service possible.
Transition Details
Each batch of subscribers will receive an email when a date has been set for their telephone line(s) to transition to the new carrier.
During each day of the transition, each line that is part of the batch will officially change carriers at 1AM. Over the next few hours, both Internet and telephone deactivate for approximately ten minutes while your equipment reboots. Once the reboot is complete, your calls will operate through the new carrier. We will send an email when the transition is complete for each batch.
The new carrier uses a telephone platform similar to that which was used by the old carrier before the telephone transition that occurred in December 2019. Customers who have used ECFiber’s phone service for more than a year may find themselves already familiar with this platform.
Your line may not be reachable by other ECFiber subscribers who remain on the old system for the duration of the day, however this will be resolved by the following morning.
What you need to do
When dialing using an area code, the new system requires the “1” to be dialed first. If you attempt to dial ten digits without the “1,” you will hear an error.
Customers who use voicemail should dial *99 as soon as possible after moving to the new carrier. The system will ask you to choose a PIN, record your name, and choose or record your voicemail greeting. Your new PIN must be between 6 and 20 digits long and not contain part of your telephone number. Please see the phone service guide PDF for detailed instructions. You will no longer have access to voicemails on the old system, please ensure you have listened to and/or saved all voicemails ahead of the transition.
If you use voicemail-to-email, this feature will need to be enabled. Please see the online portal section below. Once logged into the portal, navigate to Messages and Calls, then click the gear icon in the top right.
For customers that use call forwarding, SIM ring, hunt groups / ring groups / roll-over, and/or any other features not already mentioned, these features will need to be re-configured after the transition is complete.
Changes to online portal
For customers that would like to view call history, listen to voicemail, and make other changes to your account online, ECFiber must make an account for you. The new online phone portal can be found at www.myphoneportal.com (an ECFiber-branded portal is planned that will be functionally identical). Please use the form on the website to request creation of a user account.
Nomorobo
Customers who use Nomorobo service to block unwanted callers will need to re-configure Nomorobo. You will need to log into the online portal to complete Nomorobo configuration by setting the Nomorobo-provided toll-free number as a SimRing destination. At this time, the instructions on Nomorobo’s website show screenshots from the system of the prior ECFiber carrier. We will work with Nomorobo to update these instructions and will provide an update on our website once the revisions are complete.
Thank you for your patience. We apologize for any inconvenience this may cause, but we are confident the features and service quality will be improved as a result of this transition.
Updates
2-5-2021: ECFiber has managed to export voicemail settings (only whether voicemail is on or off) from the old system. Requesting voicemail to be disabled is no longer required if voicemail was already disabled.