When requesting to port your phone numbers, you may come across these common porting issues. Read this article for common porting issues and how to resolve them.
Note: To make the porting process easier, submit the the Customer Service Record (CSR) of the losing carrier when you submit a porting request.
This article covers:
- Address Mismatch
- Account Number Missing or Invalid
- Incorrect BTN (Billing Telephone Number)
- Name Mismatch
- Partial Port / Migration Indicator
- Passcode/PIN Required or Invalid
- Pending Order
The address submitted on the order does not match the address on the losing carrier’s Customer Service Record (CSR). Most carriers will require the service address be presented on the order, rather than the billing address.
Our partners will attempt to pull a CSR to resolve the mismatch. If they cannot obtain the CSR, you will need to obtain the correct information from the current carrier.
Account Number Missing/Invalid
Account Number Required: The carrier requires the account number before approving the port. This generally assists in the verification process to prevent unauthorized ports. The account number is usually different than the account telephone number (ATN) / or billing telephone number (BTN), and is usually found on the bill or CSR.
Account Number Invalid: This means that the account number provided on the order does not match what the carrier has on file. See above topic for information on the account number.
You need to obtain the correct account number, send it to us, and we will resubmit. This can usually be found on the bill or CSR.
The phone number or the account holding the phone number is disconnected or inactive. Sometimes this means that the TN itself is inactive (rings to a disconnect recording), or that the number is in a status with the current carrier that indicates an inactive account.
All phone numbers need to be active in order to port. You may need to contact their current carrier to re-establish connectivity.
Incorrect Billing Telephone Number (BTN)
When we submit a port request to a carrier, we provide the BTN/ATN to the carrier that was populated on the order. The carrier will take that BTN and search for the corresponding Customer Service Record (CSR) to obtain all of the account details in an effort to approve the port request. If the BTN provided on the order does not allow the carrier to pull up the account records, they will reject it back to us indicating the BTN is incorrect.
Unfortunately, pulling a CSR on an incorrect BTN can prove difficult as carriers often use that as a way of searching. You will need to contact the current carrier and ask them for a CSR. The CSR should detail everything on the account and provide the valid BTN.
You can also just ask the carrier for the proper BTN is since some carriers won't provide a CSR to the end user and will only provide it to the asking carrier. As long as we have the correct BTN, we should be able to assist in resolving the issue.
The business or residential name on the order does not match that of the carrier’s Customer Service Record (CSR).
Our partners will attempt to pull a CSR in hopes of resolving the mismatch. If you cannot obtain the CSR, you need to obtain the correct information from the current carrier.
Partial Port / Migration Indicator
Partial port indicates that there are several numbers on the account and the request is only porting one or some of those numbers.
Migration indicator is the setting on the port request that tells us if you are requesting a full port or partial port.
Both of these settings indicate an incorrect setting with the type of request. For example:
- a partial port, but it's actually a full port; or
- a full port was requested, but you are leaving numbers behind, thus it should be a partial port.
The request must be updated to either a partial/full port, depending on rejection. If you plan on leaving numbers behind with the current carrier, but you're porting the BTN (the main number on the account), you need to provide a new BTN to keep the account intact with the carrier. The new BTN needs to be a number that already exists on the same account.
Passcode/PIN Required or Invalid
Some carriers require a PIN or passcode in order to authenticate and approve the port request:
- Passcode/PIN Required: Indicates that a passcode/PIN was not provided on the order and needs to be.
- Passcode/PIN Invalid: Indicates that the passcode/PIN supplied on the order is not correct, according to the carrier's records.
Unfortunately, we, nor our porting partners can obtain this information. Obtaining the PIN can only be done by an authorized user on the account.
A pending order can be anything from another port request that has been submitted with the same number; for example, a feature add or disconnect, or address change. If there is an active order on the account, it will prevent porting. Even if you only requested a name change or billing address change, they all contribute to a pending order rejection.
If you are not sure what the pending order is, you will need to contact the carrier to resolve the issue. Sometimes a simple change is delayed in a queue on the carrier's side and never completes. Once resolved, we can resubmit the order.