Requesting a number port (APAC)

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A number port allows you to move your existing number from one Telecommunications Service Provider to Zoom Phone.

Note:

  • Only Fixed (Local) line/number portability is supported in APAC.
  • Only Toll-free numbers in Australia and New Zealand can be ported.
  • If you have issues during the porting process, see our list of common porting issues and questions.

This article covers:

Prerequisites for requesting a number port

  • Account owner or admin privileges
  • Zoom Phone license

How to request a number port

  1. Download and complete the required Letter of Authorization (LOA)from the respective country.
    • See the porting guidelines if you need help.
    • If you currently have trial numbers and would like to swap them when the port completes, please complete the Number Swap Sheet. Numbers swapped in will be a like for like replacement of the numbers swapped out.
  2. Submit your order Here and upload the following:
    • Completed and signed LOA (hand-signed or digital signature)
    • Recent telephone bill relating to your porting numbers invoice which should be dated within the last 30 days.
    • Any other required documentation applicable to the desired country.
  3. Zoom will review and confirm receipt of the request and will provide update as order progresses.
  4. Zoom will send a request to your losing provider to validate the information on the LOA as the transfer request is dependent on your losing provider.
    Your request will either be approved or rejected:
    • Rejected: If rejected, Zoom will e-mail you informing that your porting request was unsuccessful.  Rejection can occur due to a variety of reasons. Zoom porting team will provide you the reason and how to resolve the rejection (may require you to contact your current carrier to resolve the issue).
      Note: This may add an undetermined amount of time to your porting request
    • Approved: If approved, Zoom will e-mail you informing that your porting order has been approved with a date for when your number will be transferred to Zoom and the numbers will be available on or before the day of port for you to manage in the Zoom web portal

General guidelines

  • The information you provide must match exactly what is on record with your current provider.
  • In most APAC countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers.
  • All porting numbers need to be noted on the body of the LOA rather than as attachments unless otherwise permitted.
  • DDI blocks of numbers may require full port as some countries do not allow blocks/ranges of numbers to be split. Refer to the common porting questions for more information.
  • Number portability checks can only be carried out once the order is submitted. There may be times when losing providers advise that numbers as non-portable.
  • You may experience some loss of service to incoming calls during the port activation window whilst the porting numbers are being transferred away from the losing provider.
  • APAC Porting usually takes months to complete from the day of submission. See time frames for more information. 

Porting requirements

Use this table to download the LOA form and include when requesting a number port. Check the porting guidelines for the country of port for other required documentation.

Country PAF and LOA guide
Australia and New Zealand

PAF and LOA guide
PAF guidelines

Singapore

LOA
LOA guidelines

See additional requirements.

 

Additional requirements

Singapore

  • Only Fixed Line Numbers (+656xx) are portable as per a general rule.
  • Signed and stamped LOA needs to be correctly filled (matching donor’s records) and dated within the last 35 working days including the date you submit the porting request.
  • If a company stamp is not available, provide a company letter with company letterhead that explains why the company stamp is not available.
  • File copy of ARCA Business Registration Certificate and include when requesting a number port.
  • Note: Unique Entity Number (UEN) or Business Registration Number (BRN) is a 9- or 10-digit identification number that is issued by the government in Singapore to all entities that operate within the country and must be included when filling out the LOA.
  • Partial porting (not porting all your numbers) may be supported but this is dependent on agreement between the losing provider and yourself, which needs to be arranged before the porting is requested. Because of the local regulations and the way numbers are allocated, porting is rarely supported.
  • We can easily cancel or re-schedule your port request up until the point in time when the port date has been scheduled. Once a port date has been scheduled, cancellation or re-scheduling of port becomes more difficult and riskier because the service providers involved may have already begun the process of configuring your phone number. The further we are in the process when you decide to cancel or re-schedule, the less likely it is that we will be able to successfully cancel or re-schedule or re-scheduling the port.
  • Please let us know at least 5 working days prior to the scheduled day if you wish to cancel or re-schedule an already accepted port order. Note: This will be a best effort basis only.

Australia

  • Numbers can be ported in blocks or split up. If your current provider informs us that numbers are in blocks and need to port as such, but you do not want to keep them or add additional licenses for them, let us know 5 working days before or after the port completes which numbers you would like to keep. The remaining numbers will be given back to the provider and can no longer be retrieved once executed.

Time frame

Time frames for all APAC ports are dependent on the regulatory requirements in the country of port and the responsiveness of the suppliers in the chain. The process is also reliant on the accuracy of the information provided. We will always keep you advised as the order progresses.

Note: On the day of transfer, you may experience some loss of service to incoming calls during the port activation window while the numbers are being ported from the losing supplier. Porting can take place sooner or later than the lead times quoted.

Singapore

  • Porting time frame may take up to 35 business days (ports less than 100 numbers).
  • Porting activation starts at a fixed time window Monday to Friday 2–4pm SGT (porting window is 0–2.5 hours but can be extended depending on losing carrier).

Australia

  • Porting time frame may take up to 10 weeks (dependent on order quantity and complexity).
  • Number porting will take place during Sydney working hours. Once it begins, there will be 30 minutes to 2 hours of possible downtime.

New Zealand

  • Porting time frame may take up to 15 business days (dependent on order quantity and complexity).
  • Number porting will take place during New Zealand working hours. Once it begins, there will be 30 minutes to 2 hours of possible downtime.

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