Customer support must be provided with both 611, and a full domestic number. Any phone aligned with that carrier must be reachable. If Ka-Tel allows for additional carriers, then 611 will ring to the carrier where the phone number is serviced by. This can be support for a device, or service options. If services needs to be adjusted, then it can be done with 611. In addition, all carriers must have a customer web portal, and should be made as easy as possible to access said portal. This could be something as simple as providing a login form on the home page of the carrier. There will also be a chat support feature for those that are hearing impaired. This is essential for addressing the needs of the customer.
The carrier does not own the number. All telephone numbers are defined by the Business ID Number, or NIN. The customer literally owns the number, and the number can not be relinquished, or sold to another entity. Unified voicemail is provided for by Ka-Tel, and included with all plans. This means a customer can have just one voicemail for all of their numbers.
If the carrier chooses to sell phones, the phone must be unlocked. The idea is that the customer buys the phone outright, and therefore the device belongs to the buyer. Locking a phone is like buying a car, but told they can only drive on streets, and not roads, or highways. It doesn’t make sense, and obviously, the phone is not as valuable being locked. The owner should not be punished because they decided on a new carrier because the old one no longer works out for the customer.