Overview

You are unable to receive any inbound faxes on one of your FaxMaker Online fax numbers and would like to understand if another vendor/carrier has taken the number. Faxes are not showing up in the GFI FaxMaker Online activity logs as well.

<supportagent>

For the fax number of this customer, on the Concord portal, a Not a fax machine error is seen for not being able to receive the faxes.

</supportagent>

Solution

This issue can occur due to the number being ported away from your FaxMaker Online account. Faxmaker Online does not get notified if our carrier receives a port out request as this is a carrier to carrier process and if the information submitted matches the information they have on the current Customer Service Record, then they approve the request.

Open a support request to know if the number was ported away or not. The Support team will work with the Server team to know if the number was ported away or not. If the Support team informs you that the number was ported away and you would like to port it back, then let the Support team know about it on the same Support request. They will let the Server team know to begin the porting back process.

If you think that the number shouldn't have been ported away in the first place (i.e., it got ported away in an unauthorized way), then also let the Support agent know that you would like to know who initiated the original porting away request. You would need to file an FCC complaint if you would like to see the signed Letter of Authorization (LOA) for the original porting request.

<supportagent>

Support agents should follow these steps once the ticket is received and after confirming the issue.

1. Escalate the support request to Concord for resolution. Refer to Opening a Support Case with Concord for important information on how and when to open the support case with Concord Premium Support.
2. If the customer says that the original porting request was unauthorized, then also let the Concord team know that the customer is asking for more information on who initiated the original porting away request.
3. Inform the customer that you will update the ticket as soon as you receive feedback from the Server Team.

</supportagent>

After the process to port the number back is complete, the Support team will notify you of the same.