How to port in a toll-free number

All toll-free phone number porting requests must be made by the subscriber of the toll-free phone number. Plivo (i.e., the new carrier) needs this information to submit a porting request to the current carrier successfully. The following steps outline the toll-free number porting process in detail:

Step 1: Reach out to Plivo: submit a toll-free porting request through the support portal.

Step 2: Collate the required documents: if the toll-free phone numbers are portable, Plivo will request the following documents from you. Please ensure that all documentation has the same name and address listed. Any discrepancies may cause delays and even result in application rejection from the previous carrier.

  • Signed Letter of Authorization (LOA): The LOA template for toll-free phone numbers is attached at the end of this guide.
  • A recent invoice from the previous service provider which proves the ownership of the number, or the customer service Record for the phone number. For VoIP numbers including Google Voice, Skype, etc., you may not be able to obtain a CSR or invoice as proof of ownership. Therefore please provide a screenshot of the account page with your name and the phone numbers you wish to port in along with your LOA. 

In addition, please share the following details on your support ticket: 

  • The email associated with the Plivo account to which you would like the phone numbers to be ported.
  • If this is a wireless port, please include the wireless account PIN/passcode.

Step 3: Plivo submits the request to the current carrier. Once we receive all the documents from you, we will submit the porting request to your current carrier.

Step 4: The carrier responds. Upon approval, your current 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 toll-free number with Plivo routing. Once the number is set up correctly, it will be added to your Plivo account and attached to the appropriate application.

Previous routing and translation will be dropped within 24 hours once the customer has assigned the correct Plivo application to the toll-free number and confirmed this change on the porting ticket.

If the port request is rejected, we must submit a new request to the carrier and follow the four-step from the beginning, which will take 10-15 days.

Learn more about the possible reasons why a port request is rejected by clicking here. 

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