What is a Port Dispute?
A port dispute occurs when an end-user claims that their number has been ported away and/or disconnected in error. This typically happens when a number is transferred without authorization or due to incorrect processing. Below are general guidelines for handling post disputes:
1. How do I initiate a port dispute?
To initiate a port dispute, reach out to our support team including the affected number(s) and the reason for the dispute. Along with this, provide a signed and dated Letter of Authorization (LOA) from the end-user confirming their intent to retain service. Once received, our support team will work with the respective carrier to initiate the dispute process and help retrieve the number as soon as possible.
2. How long do I have to dispute a port-out?
The dispute window varies by carrier, but in most cases, port-outs should be disputed within 7 days of completion.
Raising a dispute as soon as possible increases the chances of successfully recovering the number.
3. What documents are required for a port dispute?
When raising a dispute, the following documents are required:
- Letter of Authorization (mandatory) – A signed and dated LOA from the end-user is mandatory, as carriers will not process the dispute without it.
- End-User Statement (if requested) – A written statement from the end-user explaining the unauthorized port-out and confirming their intention to continue service.
4. What happens after a dispute is raised?
When a dispute is raised, Plivo will collaborate with the respective carrier to initiate the dispute process. Plivo’s carrier will then coordinate with the gaining carrier to recover the number.
5. What happens if a dispute is raised late?
Disputes raised beyond the recommended 7-day window may have a lower success rate. Some carriers may attempt retrieval, but immediate action is strongly advised. Delayed disputes can reduce the chances of recovering the number.
6. Best Practices for Avoiding Port Disputes
- Regularly monitor port-out requests to detect unauthorized transfers early.
- Ensure a valid LOA is shared when raising a dispute.
- Act quickly when an end-user reports an unauthorized port-out.