This article contains some tips to ensure your local number port requests can be completed with the minimum number of issues and delays. 

Preparing for your port request

  • Check the number list multiple times
    • Double-check it against the bill copy or CSR (Customer Service Record, must be current to within 30 days)
    • The best verification method is dialing the numbers to make sure you reach the correct company.
    • Disconnected numbers are not portable
      Important: Numbers on the same account must be submitted on the same LOA and ported together; otherwise, we will receive a rejection for pending order and/or partial port issues
    • Adding or removing numbers once the order has been submitted will start the order over and a cancel fee per number could apply
    • Double-check your information to make sure numbers are not transposed or a typo and count of numbers is correct when transferring to LOA forms/LOA wizard
    • Each number should be listed individually with no hyphens, no preceding 1, no blocks (e.g. 7775552000 to 2018) on the LOA tab
    • Check for and remove duplicates
  • If the numbers include a T1 or PRI (Primary Rate Interface) that is to be disconnected at time of port please confirm this should occur then indicate the following partial port instructions with your order/LOA submission
  • For a partial port:
    • Check if all services and numbers remaining post port should be disconnected
      • If yes, provide the name of authorized person who has confirmed the disconnect
      • If no, and if porting the current BTN, provide new BTN for losing service provider post port
    • Make sure there are no DSL, alarm/elevator, or modem services on the current account and porting phone numbers
      • Unless you are disconnecting your DSL services at the time of port (and have a different internet provider), you need to FIRST either move the DSL to a non-porting phone number or change to naked DSL services where there is no phone number associated

Gathering information for your port request

  • Make sure all the information on the LOA you submit is the current (withing 30 days) information on the account with the losing service provider.
    • Important: Company name, account number, service address for the numbers (not the billing address for the account), and current Bill-to-number (BTN) are all required fields.
      • PO Boxes are not valid addresses for port requests
      • If you have moved recently, check what service address is currently on file with the provider
    • If porting any cell phone numbers the order must include the account pin or last four digits of the authorized person’s social security number or Tax ID (if business)
    • Wireline carriers/providers may also have PINs. Please provide the PIN if there is one on the account
    • LOA must include name and signature of the person authorized on the current account and the current date
      • Put the current date, not the future dates on the LOA. The requested port day will be discussed in the porting ticket further.
      • We cannot act on an LOA older than 30 days
    • Include full Bill copy or CSR from current service provider.
      Note: it must be current (within 30 days)
      • It's preferred all porting numbers show on the bill copy. We strongly recommend requesting a CSR otherwise.
      • If you are using a reseller, information on file for each number may be the reseller’s, not the end-customer.
        • In that case, we recommend requesting a CSR from the current service provider showing the information actually on file with the reseller’s carriers.

Plan your porting

  • Do multiple orders/all numbers need to port together?
    • Porting timeframe will likely be longer if multiple orders need to all port together on the same day. However, if you need this, indicate this on each order/LOA and specify what numbers must port together.
    • We cannot guarantee that all orders will port on the same day, but we will try. Generally, that means even if we get FOC on some of the orders, we will have to give up that FOC and resubmit for a later date if some of the orders are still pending or rejected. Please watch order status and FOC date in Footprints and porting status viewer carefully.
  • Porting timeline considerations:
    • Important: Port orders can only be submitted within 30 days of CRD (Customer Requested Date) and of the LOA date. This is the FCC requirement.
    • Important: Project Ports are required for the most complex order:
      • Any port over 49 numbers
      • Multiple port requests for the same date over different rate centers and carriers regardless of the amount of numbers
      • Minimum time frame is 3 weeks (21 business days) from the time we submit the order to the carrier (factor in SLAs, 2-3 days provisioning and 2 days for review and submission)
        • In some instances (single account, single underlying carrier/service provider ID), we can request a reduced project interval for faster than 21 days. We will do this where we can.
      • Project ports can only have the date changed 3 times (suppe’d – supplementary order) After 3 the order will start all over again, incur cancel fees, and could require new paperwork.
      • Rejections and changes to the order will result in resetting the Estimated Port Date.
    • Specifying port dates
      • When submitting your port request, you can indicate next available, 2-4 weeks, or request a specific Customer Requested Dates (CRDs)
        • We will notify you via end use porting status viewer and email from our ticketing system regarding the date we were able to request, which will be the Estimated Port Date (EPD)
      • Suggested intervals for standard (non-project, non-complex) port orders is 15 business days.
        • This builds in a few days to give you notice and prepare for porting, once the losing carrier has responded. We also need time at the front end to process and QA the order.
        • It also often allows us to resubmit rejects quickly and still target the same CRD and/or EPD.
        • If you request a sooner date, please note that the requested date may not be available AND you may only receive notification short notice (0-3 days) of reject and/or Firm Order Confirmation (FOC)
      • Important: CRDs and EPDs are not guaranteed. Watch for scheduled Firm Order Confirmation (FOC) date.
        • We cannot guarantee that the losing carrier will accept our order or the requested date. When accepted by losing carrier, the date they agree upon is the Firm Order Confirmation (FOC) date and may be different than the CRD and EPD
        • We will notify you via end use porting status viewer and email from Footprints when the order and date are confirmed and a scheduled FOC date will be shown
      • Each time we receive a rejection or change request on a port order, the port order starts over.
        • This restarts the timeline on the order, and in most cases, we must request a new and later EPD (Estimated Port Date).
        • Similarly adding and removing numbers restarts the order and results in a new, later EPD
        • A list of common rejections and what to do about them is at the end of this document.
        • Depending on the rejection it could result in fees to you if the order must be canceled and a new order submitted, particularly if on short notice.
        • The best way to handle rejects and changes is not to have them! Please verify ALL information upfront, before submitting the initial order.
      • Requesting a change to the port date or cancel or the port order
        • If you need to change this date or cancel the order, please reply to the Footprints case as soon as possible. Indicate new timeframe you are requesting (e.g. resubmit for soonest available 2 weeks from today)
        • Date changes and cancels may not be possible and may incur short notice fees.
        • Changing a date to push it out is strongly recommended as opposed to canceling the order if you are still planning to install. We can push most orders out, for up to 30 days later.
        • New dates you request may not be available.
      • The day you send the order is typically not the day the order is submitted to our carriers.
        • Where new services have to be built out first (e.g. an enterprise account), the service provisioning team is first involved.
        • Then porting orders are QA’d for compliance with order requirements, we check for obvious issues and subsequently enter port orders in our carriers’ systems.
      • The losing carrier may also require orders to be treated as complex and/or project ports and require longer timeframes than standard.
        • They can be backlogged and work each order in order received, including resubmits

Known carrier issues

This applies to cases when we are porting numbers from these service providers/carriers)

  • CByond/Birch Communications – can reject for partial ports, make sure to address all numbers associated with the account even if we are not porting them
  • Charter – does not allow toll-free numbers to remain on account if we are porting the Ring to number
    • Please submit/complete order to port the toll-free number first
  • Comcast – is always backlogged and takes longer to port from
  • EFax and Google Talk – own the numbers, not the customers. It is very difficult to port these numbers away. The customer must work with these companies and pay them a fee to port away if they will even allow port out.
  • J2 Faxing – similarly, generally only allows the customer to port out if they ported the number to J2 Faxing. It can take many days/weeks for them to respond to port-out requests.
  • Frontier and Integra – the majority of the time they have an LSP freeze on all accounts. This freeze must be removed prior to us submitting a port request
    • Please get the confirmation ticket number when lifting the freeze
    • They often have a PIN on the account; please provide this with your LOA/order
  • Windstream – they often have a PIN on the account; please provide this with your LOA/order.