Port Rejection
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Please note that a port request starts with your paperwork to us, then we submit your request to our CLEC (our CLEC will receive the number when the port is complete). That CLEC then submits the port request to the losing carrier (CLEC). At that point, the ball is in the 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 rejection is always a possibility. Rejections are different depending on the situation, they can be for either information missing or information mismatch.
Where to send my Documentation?
There are 3 ways to send your documentation:
- * You can send the missing information and/or documentation by replying to the ticket from your customer portal or your email address and attaching the requested documentation or information.
- * You can send the missing information and/or documentation from our Customer Portal at: -DID Numbers > DID Portability > List of porting numbers > Click on the Blue Upload Cloud button beside the order to add more info/documentation.
- * You can send an email directly at [email protected] with the information and/or documentation requested with the subject containing the number (or one of the numbers) porting.
Port Rejection
As an Important Note we must say that all rejections for mismatched information always come from the losing carrier. We wish to have every porting number with us as fast as possible, there is no reason why we would reject any order unless some information is missing.
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 is probably a reseller and they use a carrier above them (aka CLEC) to provide your number and this is the entity where ports take place.
In case 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. If the losing carrier is not able to provide the actual copy of the CSR, we will need the information as it is listed on the CSR.
There are many different reasons why a port can get rejected and we can not list them all. However, we will list the most common ones according to our experience:
Abbreviations
For Canadian numbers: Abbreviations are Not an exact 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.
For US numbers: The information must match exactly as it is listed on the CSR (Customer Service Records) and not the one on the invoice. In US number cases, the smallest difference will cause a rejection.
Rejection for SMS Not Answered.
This rejection occurs when the customer does not answer the SMS that the Losing Carrier sends. All wireless/mobile carriers will send an SMS to approve the port and the customer is obligated to reply to it with approval for the port to occur.
As per wireless/mobile carriers rules: The customer has only 90 minutes to reply to the SMS after receiving it.
Some carriers mention within the SMS that you do not need to reply to it if you wish to approve, this is a false trail; if the SMS is not replied to, the port will be rejected.
Also, the losing carrier will send the SMS regardless if the phone is off, the number is being used as a landline, you do not have SMS service, etc.
Every time the port is resubmitted, the losing carrier will send a new SMS, this does not depend on our side but the losing carrier and it is also not something that can be avoided/controlled by VoIP.ms
We strongly recommend verifying your options with the losing carrier before submitting your port to avoid rejections. A few carriers will allow customers to pre-approve the port without the SMS, this varies from carrier to carrier.
Rejection for Mismatch Information (Name, Address, Company Name)
You might be wondering why was your port rejected if the information matches what it is on your invoice. Please note that most carriers' invoices show the billing address only. In most cases, the billing information is not the same as the Porting information.
For Canadian numbers: Please ask your reseller to contact their CLEC and ask them for the info needed for porting purposes. Please do not accept the same information that was initially submitted since it was already rejected, proving it is not the one the losing CLEC is looking for.
For US numbers: Please ask your reseller to contact the upstream carrier and ask for the CSR copy (Customer Service Records). The CSR is not an invoice and must come from the Upstream carrier, some resellers might provide their own CSR, please note that there is a chance that a Reseller's CSR gets rejected since they usually do not contain the same info as a CSR from their upstream carrier.
A post office box is a guaranteed mismatch as it's not a real address. A landline is installed at a specific physical address, which must match; for inherently nomadic services (such as prepaid mobiles or VoIP), the address may be arbitrary but still needs to look like a valid street address (not a box) with your port request matching your record at the existing provider.
Another common mismatch is the contact person's name on a business account. A carrier will always have a person's name listed in a company as having control of a number even though the bill itself only shows the company name and billing address.
Disconnected / Inactive Numbers
This reason simply means that the number you wish to port is disconnected and/or the account status is inactive. Unfortunately disconnected numbers are not portable; therefore, both the number and the account have to be active for the number to be ported. In this case, you will need to reach out to the losing carrier to reactivate the number and/or have the account status set as Active.
Incorrect Billing Telephone Number (BTN)
This is probably the most common rejection across the board. The Billing Telephone Number (BTN) is the main telephone number listed on your account. If the BTN you provided us does not match what your phone provider has on file, you will receive this rejection. To resolve this rejection you will need to contact your current phone provider and ask them what the BTN is for the specified porting number(s). If you are porting more than one number there may be more than one BTN on your account. If this is the case you will need to determine which of the specified porting number(s) falls under which BTN. The least painful way to do this is to request a Customer Service Record (CSR) from your current phone provider. It is recommended that before submitting your port request to us, you can either request a CSR from your current phone provider or you can call/email them to determine what the BTN(s) is/are.
Hunt Members / Stranded Services
If the porting number(s) is/are part of a Hunt Group or if there is any other service/number on the account with the losing carrier, you will receive this rejection. To resolve it, you will need to provide the list of everything on the account and what to do with them (port them, cancel them or keep them active). To avoid this rejection, before starting the porting process, make sure the porting number is left alone (not being attached to any Hunt Group or any other service) or provide the Hunt Group information within the porting notes.
Account Number, Reseller Mismatch
The account number provided or the reseller name given on the port, do not match with what the losing CLEC has on record, even though the information appears correct on the bill. Remember that sometimes the information on the losing CLEC's end might be different from the one the losing reseller has. For a successful port, we must always match the CLEC's information.
Partial Port
You will receive this rejection if you have remaining services and/or numbers left on your account with your current phone provider. This could be data services or numbers. In this case, you must provide a list of services and/or numbers with the current provider besides the number(s) to port, and if you would like to keep the remaining services active or if you would like them to be disconnected at the time of port. There are some cases when the losing carrier will advise us that all of your remaining numbers have to port together or be disconnected. If this is the case we will either have to port all of the numbers on your account or you will need to speak with your current phone provider to either disconnect the numbers you do not wish to port. To avoid this rejection, if you know you will only be porting some of your numbers to us or you have data services attached to your numbers, you can contact your current provider to see if you need to make any account changes before submitting a port request to us.
Note: As this is a partial port, we will also require a list detailing the numbers and services that will not be included in the porting process. These are the numbers that will remain with your current provider.
Freeze on the Account, Pending Order
You will receive this rejection if there are any open/pending orders on your account with your current provider. This could include feature changes, disconnect orders, or even changes made to other services you may have with your current phone provider. To resolve this rejection you will need to contact your current provider, determine what the open/pending order(s) is/are, and either complete or cancel the order. Once this has been done, you will need to contact us so we can resubmit your port request. Usually, a confirmation number is needed. To avoid this rejection, make sure there are no open/pending orders on your account before submitting your port request to us; this includes disconnect orders. It would be best to wait to submit a disconnect request until after your numbers have completed porting to us.
More Recent Authorization
Sometimes, even when we already have a FOC date, the losing carrier can reject the order, this kind of rejection is called More Recent Authorization. It 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 canceled 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.
Port Out Rejection for PIN
Please note that numbers that are ported into us, or purchased from our portal, are not assigned any passwords/PINs. This could be a system rejection that the gaining carrier provides before sending the LSR to our underlying carrier. If this number is being ported to a wireless provider, they may just require the customer to make up a PIN to port the number.
IMPORTANT
Remember that we have a limited time to reply to our carriers about these rejections. Please have the rejection cleared as soon as possible and reply to us within 7 days of the rejection. Rejections that are not cleared or are replied to after this time might get automatically canceled by our system and you will have to start a new porting 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.
