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Porting In

  • What documents are required for porting in US or Canada phone numbers?

    Plivo needs two documents to port in US or Canada phone numbers. Please ensure that all documentation has the same name and address listed. Discrepancies may cause delays or result in your application being rejected by the previous carrier.

    • A letter of authorization (LOA) signed by the authorized user and/or owner of the phone number. The information in your LOA must match the authorized username and service address provided by your current carrier. Based on service availability or coverage for a phone number, we may request a PIN or the account number associated with the phone numbers. If you know your PIN and account number, please include those details in your LOA. Here are Microsoft Word documents you can use as templates for an LOA.

    • A recent invoice from the previous service provider that proves the ownership of the number, or the customer service record (CSR) for the phone number. The invoice must contain your account name, authorized username, and billing details for the phone number you wish to port. For VoIP numbers, including those from services like Google Voice and Skype, you may not be able to obtain a CSR or invoice as proof of ownership. In that case, 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 email address associated with the Plivo account to which you would like the phone number to be ported. If this is a wireless port, also include the wireless account PIN/passcode.

    If you wish to port an international number, reach out to our support team for the LOA you must complete.  

  • How can I port in a toll-free number?

    Toll-free phone number porting requests must be made by the toll-free phone number subscriber. Follow the procedures for porting in any number, and use the letter of authorization (LOA) template for toll-free phone numbers linked to from that page.

  • Common Porting Questions

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

    Plivo ports in numbers in the US and Canada free of charge for customers with Standard accounts. There's a one-time charge for porting numbers in countries outside the US and Canada. For pricing for porting numbers outside the US 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. 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 occurs only 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 guarantee an exact timeline, so we can't expedite a porting request. However, you can request your current carrier release your phone number immediately, which may indirectly expedite your porting process.

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

    Submit a support ticket that includes your Plivo account email address and the phone numbers for which you would like to cancel porting. There are charges for canceling a port request, and there may be 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 US 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?

    A billing telephone number (BTN) is the master telephone number that's 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, ask your current phone provider what the BTNs are for the numbers 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, and Polycom. 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's standard practice for your carrier to continue service for the ported phone number until Plivo finishes the porting process and all rerouting is complete.  

  • What is number porting?

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

    Number porting lets you retain the same number while switching service providers. You won't experience service disruptions, and companies can retain their contacts from existing numbers. Phone number porting must be requested by the owner of the phone number.

    Porting 100 phone numbers or fewer is a normal porting request. Porting more than 100 numbers is considered a project porting request. Project porting requests require 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 Australia, Canada, and the United States. You can also port VoIP numbers, including Google Voice and Skype numbers, into Plivo.

    Number porting is supported only within the boundaries 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.

  • 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 two days prior to 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.


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

    If you'd like to cancel a request to port a number to Plivo, open a support ticket. Include your Plivo account, email address, and the phone numbers for which you'd like to cancel porting. 

    There may be charges for canceling a port or to change the confirmed port date:

    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 per 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 per 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 per number.

    Charges are subject to change by the carrier.

  • Why might a porting request be rejected?

    Here's a list of common reasons why a porting request may be rejected. 

    Unpaid balance with current carrier

    Most carriers request that accounts be in good standing before they will approve porting requests. Before making a porting request, pay any outstanding balances to your current carrier. 

    Pending service request

    A request may be rejected if another service request is pending with the current carrier. You can request that your current carrier suspend all conflicting service requests so that the new porting request can be processed.

    Address mismatch

    A porting request may be delayed or rejected when the address submitted on any of the documentation doesn't match the address of the owner on file with the current carrier. Before you resubmit, obtain a CSR (Customer Service Record) from your current carrier and provide documentation with the matching address to Plivo.

    Name or signature mismatch

    A request may be rejected when the name of the person authorizing the request doesn't match the name of the owner on file at the current carrier, or the signatures differ. To resubmit, obtain a CSR (Customer Service Record) from your current carrier and provide new documentation with the matching name and signature to Plivo.

    Unauthorized contact or signature

    Your request is likely to be delayed 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.

    Inactive numbers

    Make sure the phone numbers you wish to port are active with your current carrier. Contact your current carrier and reactivate the phone numbers you wish to port to resolve this issue. 

    Incorrect wireless PIN

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

    Incorrect service account number

    A porting request may be rejected when the account number you submit doesn't match the one on file with your carrier. Contact your carrier to obtain the account number they have on file and resubmit the porting request.

    Invalid billing telephone number (BTN)

    When the billing telephone number (BTN), a master number used to identify an account, doesn't 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.