Porting FAQ - VoIP.ms Wiki

Porting FAQ

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Revision as of 19:50, 15 April 2014 by Neocypher (Talk | contribs)
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Please also check out our other Wiki Guides in Regards to Porting:

How much does it cost to Port a Number to VoIP.ms?

There is a $10, one time only fee, for porting each number into VoIP.ms service. This is what VoIP.ms is charged and there is no profit made. Sometimes the underlying Carrier will offer free ports and you will be advised, if this is so, when you port your number.

How to port my Google Voice Number to VoIP.ms

You will first want to make sure that your number is portable to our service by checking here Number Portability then please follow this guide to Unlock your Google Voice Number

How do I start the process to port my number(s)?

To start the porting request you can log in on your portal -> DID Numbers -> DID Portability and click on Start Procedure to start your porting order.

What type of information will you need in order to port my number(s)?

The first thing you will need to provide to us, is the Service Address of the number(s) you wish to port. This is the address where you will be using the number(s) and where you would like your E911 services to be listed. Even virtual numbers have service address listed on the losing carrier’s side.

The service address will help us to fill up the Letter of Authorization (LOA). This form will be sent to our carrier to process your order.

In order to fill out this form, we will need the following information from you: Company Name, Current Service Address (As it is listed with your current carrier), Current Service Provider, Numbers Porting, Billing Telephone Number (BTN): This is the main billing number on your account that all of your numbers may be listed under. Please note that it is possible to have several different BTN's depending on how your account is set up.

Also, you will need to submit a copy of your most recent bill from your current phone provider that has a signature on it.

All of the information needed for filling out the LOA can be supplied by your current phone provider by requesting a Customer Service Record (CSR).

My current carrier does not provide any invoices, what else can I submit?

If your carrier does not provide billing invoices, you can always submit a screen shot from the losing carrier’s portal that shows the customer name, number to port and account information. The screenshot must also be hand-signed and scanned to give it back to us signed.

What type of numbers can I port?

You can port any local, virtual and even a wireless number, as long as we have coverage for that particular area. You can also port your Toll Free numbers.

I am close to a city which is portable to your network but my number is not, why is that?

The portability of a number depends on our carriers to cover that city (or rate center which is where the number actually belongs), some towns/cities are not available no matter how close they are to covered cities. In some cases, you can purchase a number from certain city but it is not available for porting. This again depends on our carriers’ coverage and it's out of our hands. Our managers are always looking for new carriers to cover more rate centers and also our current carriers are always expanding their coverage; we suggest that you come back in the future and verify if your rate center is available for porting. You may do so by logging in on your portal -> DID Numbers -> DID Portability -> Check Availability

How long does the port process take?

On average porting requests take 2-4 weeks to complete for US numbers and from 1-3 weeks for Canadian numbers; however, this can change depending always on the losing carrier’s cooperation level. Please keep in mind any type of change or rejection can delay this process. This is why it is very important to verify the requested porting information prior to submitting it.

What happens behind the scenes while my number is being ported?

Once your order has been submitted and received, you will be notified via email. After verifying your order, we will submit your port request with the information you provided, to our carrier. You will be notified of its progress/status via email. If the request is rejected, we will provide you with instructions on how to resolve the issue. Once we have received a FOC date, you will again be notified via email. Please keep in mind any changes made to a port request can push the FOC date further out.

What happens if my port request gets rejected?

In the event that we have received a rejection from your carrier, we will provide you with instructions on how to resolve the issue. You can check the different kind of rejections by clicking on our Wiki Site Port Rejection.

How can I expedite my port request?

Unfortunately it is very hard for us to expedite a port request. The reason for this is because we have no control over the FOC date. This date is given by the losing carrier and the FCC (for USA) and the CRTC (for Canada) mandate we can’t port a number unless the current provider gives us permission to.

However, if you provide us the correct information as it is listed on the CSR, we will do everything we can to expedite the process from our side.

Will I experience any downtime while my numbers are porting?

On the day of your port, at some point, your ports will be triggered in our system. You should not experience any downtime as long as you have set up everything as you need it and assigned the phone number(s) in your VoIP.ms portal. You will be able to view your number(s) in your VoIP.ms portal prior to the day of port in order to give you time to set everything up. Please contact Support Via Live Chat or Tickets if you need help setting up everything before your number ports. However, it is important to also note that some downtime may occur during the porting day.

When/How will I know my number(s) has/have ported?

After your number(s) has/have completed porting, we will make test calls to make sure your number(s) is/are working properly. Once we have verified calls are completing on our network, you will be notified via email that the porting was a success. If there are any problems while test calls are being made, we will work with you until the issue has been resolved.

What are all of these acronyms: LOA, FOC, BTN, LSP,CSR, LSR, PON?

LOA - Letter of Authorization. This is the form we will need to fill out when porting your number(s). This form gives us permission to request, on your behalf, to port your number(s) to a different phone provider.

FOC - Firm Order Commitment. This is the date that is issued by the losing carrier as to when a phone provider will complete the port of a number(s). This date can only be issued by the losing carrier. The gaining phone provider has no control over what date is issued.

BTN - Billing Telephone Number. This is the main telephone number listed on your account. Depending on what type of account you have, you could have just one BTN or you could have several. When porting numbers to VoIP.ms you want to be sure to ask your current phone provider what the BTN(s) is/are for the number(s) you wish to port.

LSP - Losing Service Provider. This is the phone provider that your number(s) is/are leaving from.

CSR - Customer Service Record. Every carrier has a record that has your number(s), address, and Billing Telephone Number (BTN)(s). This is the record that is used to verify your information during the porting process. Please note that the information listed on the CSR may not be the same information listed on the billing portion of your account.

LSR - Local Service Request. This is the actual order request that the losing carrier will receive from the gaining provider. All of the information on this request must match the losing carrier’s (CSR) in order for them to issue a FOC date.

PON – Porting Order Number. This is the confirmation number that is created once the order has been sent to the losing carrier.

I am being asked for my PIN, SSN and Password, IMEI why is that?

When porting a wireless / cell number, some extra information is needed. For US numbers you must provide the last 4 digits of the SSN (Social Security Number) and the PIN/Password on the current account. If your wireless number is prepaid you might have either one; however, if you are using a pay-as-you go service, you have to have both. For Canadian Wireless numbers, we will need only your account number; unless the account number and the number porting are the same (meaning it’s a prepaid account); then we will need the IMEI, PIN and SIMM card (this one is not always available but the first 2 are). Some carriers don't ask for this information when subscribing with them; however, our carrier does need this information to process your order.

What is the IMEI?

The IMEI is the International Mobile Equipment Identity is a number, usually unique, to identify mobile phones, as well as some satellite phones. It is usually found printed inside the battery compartment of the phone.

How do I port out my number ?

If you have a DID number with VoIP.ms and wish to port it out to another provider, you need to always start this process on the new provider's side. They should advise you about what information to provide to start this process. Remember to submit always the information as listed on your Contact Information section.

For Canadian numbers, our staff will delete the number and email you once the port out is complete. For US numbers, please make sure you delete the number after it's ported and tested with the new carrier and mark the Ported Out box.

Please open up a ticket to our LNP Department if you get a rejection when porting out your number.

My current carrier says the number has already been released or the order has not been received on their side yet.

The porting process is dealt between CLECs and (sometimes) resellers. However, some resellers are not aware of the port, not even when the number has left their side. We have no reason why we should not send an order, as long as the customer provides the proper info, we will submit the order, most likely, on the same day; however, since our carrier works as well with some other upstream carriers, the order might take some time to be processed. It is not odd that, if your order was rejected, your current carrier won’t see it, since most carriers don’t save records of rejected orders. Some carriers also say that the number has already been released/ported when in fact it has not. Our system is always monitoring when a number has been released without prior notice, if your number was in fact released, we will be notified about it and we will email you immediately after adding the number to your account to avoid any missed calls.

I need my number to be ported on weekend or on a specific date, can I request this?

LNP Departments are closed on weekends; therefore no number can be ported during Saturdays or Sundays. If you need a specific date, you can leave a note when filling your porting request and we will ask our carrier if such date can be met. Please remember that this is not always possible; however, we will email you on any updates.

My port is now processing or has a FOC date, can I now cancel my number with the losing carrier to avoid any extra charges?

It is important to note that you must wait until the number is fully ported to our system (we will email you regarding so) before you can cancel the account with the old carrier. If the order gets cancelled before the number is fully ported, you might get a rejection or even lose the number. Please be cautious.

Why purchased numbers are cheaper than ported numbers?

This is because porting a number involves different carriers that must be paid for the transfer. Also, it is easier to purchase a number and configure it than to transfer an existing number from another carrier.

My number has been disconnected by my current carrier and I am not receiving any calls, has it ported?

Please note that the number will always belong to the current provider until we email you regarding its completion. The number must be active at all times during the porting process. Disconnected numbers are not portable. If the losing carrier disconnected the number claiming that it has ported, you must verify if you have received a completion notice from us. If not, you must contact the current carrier and ask them to reactivate the number as soon as possible. Remember that the number is still on their end, since it has not ported. Some carriers may disconnect the number just to stop the port and then activate it again on their side.

I am porting many numbers, can I get a special price for it?

Yes, prior to submit any porting request for many numbers, you should open up a ticket to our Sales Department ( Sales@voip.ms ) requesting the special price for the batch of numbers. Please note that the special price will only apply as long as all the numbers on the same batch have the same carrier, same customer information and same account information. If the information is somehow different, you will need another quote.

Now that the number has been ported to VoIP.ms, who cancels the old account?

Once we confirm the number has been successfully ported to us, you should contact the old carrier and cancel the old subscription. Please note that this can only be done by the customer since he/she is the one paying for the old carrier's services. We can't contact them nor cancel any services/lines with them. Some carriers might say otherwise just to keep on billing you. Please demand the cancellation of the old account if it's no longer useful to you.

Note that neither your account with us nor the number will be affected by this cancellation, since they are now with us.

I currently have a CNAM on my number, when porting will I keep it?

If you have a CNAM with the current carrier, when porting your number, it is most likely that the current CNAM is deleted when the transfer is completed, showing some random word such as the number itself, customer's first or last name or simply “unknown”. In some special cases the CNAM is kept as it was.

To avoid this, please verify if your number can have CNAM updated before starting the porting process. If so, after the number is ported, please test your number to verify your CNAM values and if they are not what you wish, contact our Support Staff ( Support@voip.ms ) to have the CNAM updated.

At what point and how can I configure my porting number?

When the FOC is received, your number will be added to our system. From that point you can configure it and prepare it for the day the port completes. Your number will be reachable from anyone on our network at this time. Remember that if you need further assistance with your configuration, you can always open up a ticket to our Support Staff who will gladly help you.

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