How to Submit a Port Request

New Customers

New customers will have port requests automatically created after onboarding is completed. All necessary requirements for porting will be collected during the onboarding process.

Existing Clients - Direct & Channel

Direct & channel clients should direct all port requests to the Orders department. Requesting new phone numbers is a billable change, so the orders team will determine what additional cost, if any, before directing the request to the porting department. 

Items to Include with Your Request:

• Copy of your latest phone bill (must be dated within the last 30 days)
  NOTE: If this is not available, a screenshot of your account page showing the authorized person's name & phone numbers
• List of numbers to port
  • If you're leaving some of the numbers on your existing account, please provide at least one of the numbers not being ported

White Label Partners

White Label Partners may submit port requests by filling out the Port Request Form in Partner Central under the Technical Hub.

Note: Any changes made within 72 hours from the port will be subject to a fee, which can be found on your MSA. 

Common Terms

Porting can be filled with many technical terms and acronyms, which can be extremely confusing for clients. These are some of the most common terms you might come across during the process.

1. Billing Telephone Number (BTN): This is the main number on the account. If the BTN is being ported away, a new BTN must be provided from the numbers not being ported.
2. Customer Service Record (CSR): This is a document provided by the losing service provider detailing the client's phone numbers, authorized user information, service address, and any other information needed to port. This must be requested by the client and is not required, but strongly recommended
3. Exception: This is when a losing service provider denies the port request for some reason. While most exceptions can be resolved quickly, they can slow things down and potentially delay the port date, so it's important to make sure everything is accurate
4. Firm Order Completion (FOC): The status of a port once the request has been approved and the port date is confirmed. The confirmed port date is known as the FOC Date. Once set, it can be difficult to change the FOC date and any changes will require that the port be submitted for review again
5. Losing Service Provider (LSP): Your old phone provider from which the numbers are being ported away.
6. Requested Due Date (RDD): This is the requested date for the port to occur. The requested due date is not guaranteed and can change. This is typically two weeks from the date the port is submitted for review and can also be called Tentative Order Completion (TOC)
7. Responsible Organization (RespOrg): This is a term for carriers who offer toll free services. ResOrgs always have a RespOrg ID. Toll Free numbers are ported between RespOrgs.
8. Underlying Carrier (ULC): Underlying carriers provide the phone numbers for providers. Think of them as wholesalers and phone providers as retailers. Service Providers typically have multiple underlying carriers

What to Expect

Port requests typically take 2-3 weeks, but they can take longer if multiple rejections are received, so it's important to make sure all of your information is correct.

Porting Process

1. The client provides port request information
   1. Invoice dated within the last 30 days
   2. Authorized User's name and title
   3. Numbers to port (and not to port, if applicable)
2. The porting department reviews the request and submits a port request to the losing service provider with a requested port date of 2 weeks from the date of the request submission.
3. The port request is now in LSP Review status. The LSP has 4 business days to respond to the request with an exception or FOC. The porting department will provide updates to the client every 3 business days. Typically toll free requests are updated later than voice number requests
4. If the LSP responds with an exception, the porting department will notify the client and steps needed to resolve it. Once resolved, the port request is resubmitted with the same requested due date.
5. If the requested due date is less than 72 hours away and we have not received a response from the LSP, the porting department will request that the requested due date be pushed back another 3 business days.
6. Once the LSP approves the request, the port will be in FOC Received status. This means we now have a confirmed port date. The porting department will notify the client of FOC received and advise them of the stated port date
7. On the port date, the numbers will activate around 11:30 AM EST. Activation is on an automated queue and can take up to 1 hour depending on the number of port requests occurring. 
8. Once the port is complete, the porting department will first test to verify that the numbers are working properly and then notify the client that the port is completed. The client may then cancel services with the losing provider after 24 hours

Common Exceptions Received on Port Requests

These are some common exceptions you may receive on your port request 

1. Address: The address provided does not match what the LSP has on file. When submitting a port request, we need to provide the service address on file. 
2. Authorizing Persons Name: This is the person whose name the account is under and is authorized to make billable changes on the account. 
3. Inactive number: The numbers on the account must remain active until after the port completes. If services are disconnected, the port will be rejected automatically.
4. Incorrect PIN or PIN Required: Some LSPs require a PIN be provided in order to authorize the port out. This can be listed on your bill, but not always. LSPs may assign PINs on their own or have you create your own. If you're unsure whether your account has a port out PIN, contact your service provider
5. Account number: The account number must be correct and shown on the invoice. If no account number is listed, this can also be a phone number on the account