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Porting In

  • 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. 

  • Porting FAQs

    1. How much does it cost to port a number?

    Porting numbers within the U.S. and Canada is free of charge. However, for security reasons, it is only available to upgraded accounts. There is a one-time charge for porting numbers in countries outside the U.S. and Canada. For the exact price of porting numbers outside the U.S. and Canada, please submit a support ticket.

    2. Can I port a number on a specific date? Can Plivo expedite a porting request?

    You may specify a port date for your numbers. Please note that the date of your request has to be on or after the Firm Order Confirmation (FOC) date that was sent by your current carrier. The FOC date is when the porting will be complete. Also, please note that porting will only occur during business hours and is subject to availability.

    If you require porting outside of business hours, additional fees will apply. 

     Porting requests involve multiple carriers and we cannot predict the exact timeline. Therefore porting cannot be expedited. However, you may approach your current carrier to release your phone number immediately, which may indirectly expedite your porting process.

    3. How do I cancel a request to port numbers to Plivo?

    Please raise a ticket through our support portal that includes your Plivo account email and the phone numbers that you would like to cancel porting. Please note that there will be additional charges to cancel a port request and may be additional charges for changing the port date under certain circumstances. 

    4. What is a RespOrg (Responsible Organization)?

    A RespOrg (Responsible Organization) is an authorized company that maintains registrations for individual toll-free phone numbers from the Somos database (formerly known as SMS/800). Somos is the only company designated by the Federal Communications Commission (FCC) to administer and manage the registry for all toll-free phone numbers within the United States. Plivo is an authorized RespOrg.  

    5. What is a BTN (Billing Telephone Number)? What is it used for?

    Billing Telephone Number (BTN) is the master telephone number that is used to identify an account with a carrier. Any number attached to the same account can be associated by using the BTN.

    Depending on what type of account you have, you could have one or multiple BTNs. When porting numbers to Plivo, you ask your current phone provider what the BTN(s) is/are for the number(s) you wish to port.

    6. How long do I have to wait until I can start using voice and SMS with newly ported phone numbers?

    Once your phone numbers have been successfully ported to Plivo, you can start using our services immediately. 

    7. Can VoIP numbers (Google Voice, Skype, etc) be ported into Plivo?

    Yes, VoIP numbers including Google Voice and Skype can be ported into Plivo. 

    8. Can I switch my legacy PBX system’s toll-free phone numbers to the cloud? 

    We support porting both legacy and cloud-based toll-free phone numbers from any provider in North America (including the United States and Canada) to Plivo. Plivo’s cloud platform supports all popular SIP-based softphones and hardware phones including those made by Bria, Cisco, Polycom, etc. Configurations and settings depend on the make and model of your legacy system.

    9. Will I experience downtime when porting a toll-free phone number to Plivo?

    Under normal circumstances, customers porting toll-free phone numbers should not experience any downtime during the porting process. When the toll-free phone number is released by your carrier to Plivo, it is standard practice for your carrier to continue service for the ported phone number until Plivo finishes the porting process and all the re-routing is complete.  

  • What is number porting?

    Porting is the process of transferring a phone number from one telephone service provider to another. 

    Number porting has the advantage of retaining the same number while switching service providers. This means that you will not experience service disruptions, and companies can retain their user base from existing phone numbers. Phone number porting must be requested by the owner of the phone number.

    The porting of 100 numbers or more is considered a  project porting request. Porting 100 phone numbers or fewer is a normal porting request. A project porting request requires that the numbers to be ported belong to the same account of the same carrier.  

    We offer number portability for most of the carriers in the following countries:

    Australia, Canada, and the United States. 

    Please note that number porting is supported only within the boundary of each country. For example, you cannot port a number originally serviced by a service provider from the United States to one in the United Kingdom.

    Note: VoIP numbers, including Google Voice, Skype, etc. can be ported into Plivo.

  • What is the process for porting in a number?

    To initiate a port-in request, you must have a Plivo standard account.

    Please follow these five steps to complete your port-in request. 

    Step 1: The owner of the number will have to collate the information listed below and create a support ticket with Plivo.  

    Letter of Authorization (LOA): signed by the authorized user and/or owner of the number(s). Please note that the information in your LOA must match the authorized username and service address provided by your current carrier. A sample LOA template and guidelines to fill the LOA are attached at the end of this guide. Based on the service availability or coverage for a number, we may request a PIN number or the account number for porting regular US numbers. If you are already aware of the PIN/account number, please include those details in your LOA. 

    Invoice: a copy of your most recent phone bill, from within the last 30-60 days, that contains the account name, authorized username and billing details for the number that you would like to port.

    Step 2: Plivo will submit your port request to the new carrier 

    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). At this time, the porting request will be pending with the losing carrier and no further action is required till the losing carrier releases the number.

    Step 3: The new carrier reaches out to the previous carrier

    Once the previous carrier receives the porting request, they will validate the request for legitimacy. This can take anywhere from five to seven business days, typically.

    Step 4: Response from the carrier

    At this point, you will get an update on whether the port request is approved or rejected.

    If the request is approvedPlivo will receive a FOC (firm order confirmation/porting date) telling you when your number will be in service with the new carrier.

    If it is rejected: Plivo will reach out to you to resubmit the port request and reinitiate the four-step porting process again with the correct details as per the explanation of your initial rejection.  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. It’s always good to contact your current carrier in advance to verify this information.

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

    To learn more about possible rejection reasons for a port request, click here.

    Step 5: Plivo will reach out to you with the FOC/porting date

    Plivo will send you an email alerting you of your port date. We will add the numbers you wish to port two days prior to the date of the FOC. At this point, we would recommend you to have the 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. 

    Note: The port-in process for a local/international number is the same as that for a toll-free number. However, the LOA for a toll-free number differs slightly. Sample LOAs for both – a US local number and toll-free number – are attached at the end of this guide for your reference. 

    If you wish to port an international number, please reach out to our Support Team and we will share the respective LOA that must be completed.  

  • How do I cancel a request to port numbers to Plivo?

    If you would like to cancel a request to port a number to Plivo, please open a ticket through our support portal and include your Plivo account, email, and the phone numbers that you would like to cancel porting. 

    There may be additional charges for canceling a port or to change the confirmed port date under the following circumstances:

    1. If you cancel the port or change the port date more than 48 hours before the confirmed port date, you will be charged $13/number.
    2. If you cancel the port or change the port date within 24 to 48 hours before the confirmed port date, you will be charged $98/number.
    3. If you cancel the port or change the port date within 24 hours before the confirmed port date, you will be charged $520/number.

    Note: charges are subject to change by the carrier.

  • 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.