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 Customer Service Record (CSR) of the losing carrier when you submit a porting request.
This article covers:
- Best practices
- Common questions
- Common issues
- Don’t cancel your telephone service with the losing provider. You may be at risk of losing your telephone numbers if your contract is terminated before the transfer request has been completed. Once your transfer is complete, please contact your losing provider to discuss your old service.
- The information you provide must match exactly what’s on record with your losing supplier. If in doubt, please contact your losing supplier for further details.
- If you have broadband installed on any of your porting telephone numbers, you will lose your broadband service once the number port completes. Contact your broadband service provider to go through your options prior to submitting your porting request to Zoom.
- If you have alarm monitoring services installed on any of your telephone numbers, you may find the number port request is rejected until the alarm monitoring services are moved to another line or ceased if you no longer need them. Contact your alarm service provider for assistance prior to submitting your number porting request to Zoom.
What is a losing provider?
This is the provider that you currently pay your telephone bills to. The losing provider name must always appear on your porting LOA.
Can I port my phone numbers?
Local or geographical numbers
We can port your local (sometimes referred to as geographical) numbers in all supported countries. The porting process itself is dependent on your losing provider and their acceptance of the porting request. In some countries, your porting date will coincide with the termination date of your contract with the losing supplier, they may even reject the port. It would be advisable for you to check your current contract terms with your supplier, note they may apply an early contract termination fee.
Toll-free or non-geographic numbers
We can port toll-free numbers in the US and Canada.
Europe: We can port freephone / toll-free numbers in the UK and Ireland. Currently, we do not support toll-free porting and International mobile portability in all EMEA countries.
What is a DDI block?
A DDI block is a set of sequential numbers, without any gaps or missing numbers. If the losing provider has built your numbers as a DDI block on their network (or their underlying suppliers network), then they may only allow the numbers to be ported away as a DDI block when you leave them. Contact your losing provider for more details on the numbers you own and if they're part of a DDI block.
As you own all ported in numbers, you will need to add and keep your ported numbers within your Zoom Phone account.
Can I call forward my existing numbers to my Zoom Phone account?
Yes you can. Please contact your losing provider about applying the forwarding to your Zoom Phone account prior to submitting your porting request.
The address submitted on the order does not match the address on the losing provider's Customer Service Record (CSR). Most carriers will require the service address be presented on the order, rather than the billing address.
Some countries in Europe require an address that matches the geographic area code of the porting numbers. Without this, the port request will be rejected and cause delay.
Resolution: 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.
For porting in EMEA, you will need to contact your current provider to find out the correct site address for your numbers.
Account number missing or 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.
Resolution: 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 phone number 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.
Resolution: All phone numbers need to be active in order to port. You may need to contact your current provider to re-establish connectivity.
Incorrect billing telephone number (BTN)
In the US and Canada, 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.
Resolution: 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.
In EMEA, you will need to ask your losing provider for the correct BTN (or Main Billing Number) for your porting telephone numbers.
You can also just ask the carrier for the proper BTN 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).
Resolution: 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 more numbers on the account than you may have initially provided. We need to know what those numbers are and what you would like to do with them.
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.
Resolution: 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. We can talk you through this if you were to face this issue.
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.
Resolution: 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 another port request that has been submitted with the same number; a feature added or disconnected, or an address change. If there is an active order on the account, it will prevent your numbers from porting. Even if you only requested a name change or billing address change, they all contribute to a pending order rejection.
Resolution: If you are not sure what the pending order is, you will need to contact the losing provider to resolve the issue. Sometimes a simple change is delayed in a queue on the provider's side and never completes. Once resolved, we can resubmit the order.