What's the process for porting in a number?

To initiate a port-in request, you must have a Plivo Standard account. Follow these steps to complete a port-in request. 

Step 1: Gather the supporting documents you need and create a support ticket with Plivo.

Step 2: Plivo will submit your porting request to the new and old carriers.

Plivo checks the requested phone number for porting eligibility and submits the request to the new carrier. Once the porting request is verified by the new carrier, the request is submitted to the partner carrier (the one from which you are porting a number), which will validate the request for legitimacy. This process typically takes from five to seven business days. At this time, the porting request will be pending with the current carrier; no action is required until the carrier releases the number.

Step 3: The carrier will respond.

In a few days, we'll get an update on whether the port request is rejected or approved.

If the request is rejected, Plivo will reach out to you to resubmit the porting request and reinitiate the porting process with correct details as per the explanation of your initial rejection. This process can take 10 to 15 days. The best way to prevent your port request from being rejected is to make sure you submit the exact information that your current carrier has on file. Contact your current carrier to verify this information.

You can also get the details from your Customer Service Record. A CSR is a document that contains the service address of the phone number that you would like to port, and serves as proof of phone number ownership for all phone number porting requests. 

Learn more about the possible reasons why a porting request may be rejected.

If the request is approved, Plivo will receive a Firm Order Commitment (FOC) that tells you when your number will be in service with the new carrier.

Step 4: Plivo will reach out to you with the FOC and porting date.

Plivo will send you an email alerting you to your port date. We'll add the numbers you wish to port to your account at midnight on the date specified in the FOC. At this point, we recommend you have your application set up and ready for your number to avoid any service interruption or downtime for the newly ported number. Plivo will send out a confirmation once the port is complete so you can begin using the phone number. 

Your former carrier will release the number to Plivo and maintain service for three to seven business days. During this transition period your calls will still be handled by the previous carrier. This transition period is used to set up the number with Plivo routing. Previous routing and translation will be dropped within 24 hours after you've assigned the correct Plivo application to the number and confirmed the change on the porting ticket.


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