Why might a porting request be rejected?

Please note that if a porting request is rejected for any reason, the request must be re-submitted, causing an estimated 10-15 business day delay. Read on for a list of common reasons for a porting request rejection. 

Unpaid balance with current carrier

Most carriers request that accounts be in good standing in order to approve porting requests. This can be resolved by paying any outstanding balances to your current carrier. 

Pending service request

When another service request (e.g., a porting request) is pending with the current carrier, this may lead to rejection. This can be resolved by requesting your current carrier to suspend all conflicting service requests so that the new porting request can be processed.

Address mismatch

A delay will likely occur when the address submitted on any of the documentation does not match the address of the owner on file at the current carrier. Obtain a CSR (Customer Service Record) from your current carrier and provide new documentation with the matching address to Plivo to be re-submitted.

Name or signature mismatch

This occurs when the person authorizing the porting request does not match the name or signature of the owner on file at the current carrier. To resolve this, obtain a CSR (Customer Service Record) from your current carrier and provide new documentation with the matching name and signature to Plivo to be re-submitted.

Inactive numbers

Make sure the phone numbers you wish to port are not inactive with your current carrier. Contact your current carrier and reactivate the phone numbers you wish to port to resolve this issue. 

Unauthorized contact/signature

A delay is likely to occur when the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA). Complete another LOA with the authorized person and resubmit the porting request.

Incorrect wireless PIN

This issue is only applicable to wireless phone numbers and occurs when the PIN provided for a wireless phone number does not match the one on file with your current carrier. Contact your current carrier to obtain the PIN number they have on file and resubmit the porting request.

Incorrect service account number

This occurs when the account number you submitted does not match the one on file with your current carrier. To resolve this, contact your current carrier to obtain the account number they have on file and resubmit the porting request.

Invalid BTN (Billing Telephone Number)

When the billing telephone number (BTN), a master number used to identify an account, does not match the one on file with your current carrier, you may face a delay in porting your number. Ask your current carrier for the BTN on your account and resubmit the porting request.

NOTE:

During the port-out confirmation, if we do not receive a response from the customer within 24 hours, as per the country regulations, the port will be rejected and a new request must be placed again.

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