For a successful port request, you need to submit us the below documents.
- Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier. Sample LOA template and guidelines to fill the LOA are added as an attachment.
- Based on the service availability or coverage for a number, we may request for a PIN number for porting the US regular numbers. If you are already aware of this PIN number, please include the PIN number details in LOA.
- Invoice: Invoice is a copy of the most recent Phone bill, within 30-60 days which contains the account name, authorized username and billing details for the number that you would like to port.
Once you have these details, please raise a ticket with support and send us the relevant documents.
Step2: Verification: If all the details provided in the step 1 are accurate, you can expect the porting request to be verified by the gaining carrier. Depending on the type of numbers that you are porting (US local numbers, Toll free numbers, International numbers) the verification time /approval may vary.
It always advised to refer to the sample LOA forms to get the correct details. This would help you to get the accurate details for the LOA and will contribute to hassle free porting.
Step3: Plivo submits the request to Gaining carrier
Once the porting request is verified by the Gaining carrier, the request is submitted to the partner carrier (losing carrier).
At this time porting request will be pending with the losing carrier and no further action is required till the losing carrier release the number.
Step4: Gaining carrier reaches out to Losing carrier
This can take anywhere from 7-15 business days.
Step5: Response from the carrier:
At this point, you will get an update on whether the porting is approved or rejected.
If it is approved:
- Plivo will receive an FOC (firm order confirmation/porting date) on when your number will be in service with the new carrier.
If it is rejected:
- Plivo will reach out to you to resubmit the porting request and reinitiate the 5 step porting process again with the correct details or explanation on the rejection causes.
- 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.
- 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., porting request) pending with the current carrier, this may lead to a 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.
When the address submitted on any of the documentation does not match the address 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 address to Plivo to be re-submitted.
Name or Signature mismatch:
When the person authorizing the porting request does not match the name or signature of 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.
When the phone numbers you wish to port are inactive with your current carrier. To resolve this, contact your current carrier and reactivate the phone numbers you wish to port.
When the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA). Resolve this by completing another LOA with the authorized person and resubmit the porting request..
Incorrect wireless PIN:
When the PIN provided for a wireless phone number does not match the one on file with your current carrier. This is only applicable to wireless phone numbers.
This can be resolved by contacting your current carrier to obtain the PIN number they have on file and resubmit the porting request.
Incorrect service account number:
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. .
To resolve this, obtain the BTN from your current carrier and resubmit the porting request.
Step6: Plivo will reach out to you with the FOC/porting date.
Plivo will send you an email of your porting date and we will add the numbers 2 days prior to the date of the FOC. At this point, we would recommend you to have the application set up ready for your number to avoid any service interruption or downtime for the newly ported number.