Port Rejection

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First of all we must understand that a port request starts with your paperwork to us, then we submit your request to our CLEC (they are the actual holder of numbers). That CLEC then submits the port request to losing carrier's (CLEC). At that point the ball is in losing CLEC's court. We then notify you when our CLEC notifies us of a pending porting date (FOC) or a rejection. When porting a number rejections are always a possibility. Rejections are different depending on the situation, it can be for information missing or information mismatch. As an '''Important Note''' we must say that all rejections for mismatch information always come from the losing carrier. We wish to have every porting number with us as fast and smooth as possible, so there is no reason why we should reject any order. In case that your porting order gets rejected, you must contact the losing carrier. The best way to identify the Mismatch and correct it would be to get a CSR (Customer Service Record), which contains the necessary information to complete the request correctly. Rejections are so different that we cannot name them all. We will list the most common ones according to our experience: '''ABBREVIATIONS''' Abbreviations are NOT a firm reason for a rejection e.g. Sending "45 St 1St Av" instead of "45 Street First Avenue" will not clear the rejection since it remains the same address. '''REJECTION FOR MISMATCH INFORMATION (Name, Address, Company Name)''' The info that matters is not the info that your provider has listed for you, but rather the info that is listed on record with your provider's CLEC (upstream carrier). Your VoIP provider uses a CLEC (Level 3, XO, etc.) to provide your number and this is the entity where ports take place. The info might be different if you moved and notified your VoIP provider, who in turn did not update the records with their CLEC holding your number. It is also possible in some cases that the CLEC has on file the info of your VoIP provider rather than your address. Also, some resellers refer to the Zip code (or Postal Code) causing the rejection, please note that the only information validated in an address is the street name, street number (Suite/Floor if applicable), sometimes not even the city is validated. '''ACCOUNT NUMBER, RESELLER MISMATCH''' The account number provided or the reseller name given does not match with what the losing CLEC has on records, even though the information appears the same on the billing invoice. Remember that sometimes the information on the losing CLEC's end might be different to the one the losing reseller has. For a successful port, we must always match the CLEC's information. '''LEAVING STRANDED SERVICES/NUMBERS/FEATURES:''' Sometimes the account with the losing carrier might have some numbers, services or other features which if not mentioned, can cause a rejection. It is important to always mention this information on the Partial Port section and also the actions to be taken with them. Most carriers will not allow the remaining services to be kept active, in most cases they will have to be disconnected at the time of porting. '''FREEZE ON THE ACCOUNT, PENDING ORDER:''' This kind of rejection are very strange, usually there is no further information. The losing carrier only advises our carrier that the order was rejected for pending order. As usual, the customer must contact the losing carrier and have the pending order removed and provide the confirmation number once it has been gone so we may resubmit the order. '''MORE RECENT AUTHORIZATION''' Sometimes, even when we already have an FOC date, the losing carrier is able to reject the order, this kind of rejections is called for More Recent Authorization. This means that the losing carrier received a more recent authorization than ours to port this number or that the customer contacted the losing carrier and cancelled this request, or that the losing carrier received a request from another carrier more recently. In this case you will also need to contact the losing carrier to verify this and then let us know how to proceed. In every case, our Staff will provide as much information as possible to help you understand and clear the rejection. '''''IMPORTANT''''' Remember that we have limited time to reply to our carrier about any rejections. Please try to have the rejection cleared and reply to us within the next 7 days. Rejections that are not cleared or replied after this time might be automatically cancelled and you will have to start a new order. In some cases a refund is not applicable since carriers are already paid. Feel free to contact us if you have any questions about this WikiNote.

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