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Porting In

  • Can we use our existing phone numbers?
    1. Yes. We provide number porting in the United States, Canada, the United Kingdom, and Australia to enable a smooth transition from your current provider. To port a number, fill out a letter of authorization (LOA) and send it to us via support ticket, and we'll take the next steps to get the number added to your account.
    2. Plivo requires two documents to port in the United States or Canada phone numbers. Use the same name and address on all documentation; discrepancies may cause delays or result in the previous carrier rejecting your application.
      • A letter of authorization (LOA) signed by the phone number's authorized user and/or owner. Your LOA must include the username and service address provided by your current carrier. We may request a PIN or the account number associated with a phone number based on service availability or coverage. Please include your PIN and account number in your LOA if you know them. The following Microsoft Word documents for local and toll-free numbers can be used as LOA templates.
      • A recent invoice from the previous service provider proving ownership of the number, or the phone number's customer service record (CSR). Your account name, authorized username, and billing information for the phone number you wish to port must be included on the invoice. You may not be able to obtain a CSR or invoice as proof of ownership for VoIP numbers, including those from services such as Google Voice and Skype. In that case, along with your LOA, include a screenshot of the account page with your name and the phone numbers you want to port in.

    Note: Please include the wireless account PIN/passcode if this is a wireless port.

    If you want to port an international number, please contact our support team to get a template for the LOA you must complete.

  • What is the process for porting in a number?

    To complete a port-in request, follow these steps.

    Step 1: Gather the necessary supporting documents and open a support ticket.

    Step 2: Plivo CX Service will submit your request for porting to both new and old carriers.

    Plivo determines whether the requested phone number is eligible for porting and submits the request to the new carrier. Once the new carrier has verified the porting request, it is sent to the partner carrier (the one from which you are porting a number), which will validate the request for legitimacy. This procedure usually takes five to seven business days. The porting request will be pending with the current carrier at this time, and no action is required until the carrier releases the number.

    Step 3: Within a few days the carrier will contact Plivo with information about whether the port request was rejected or approved.

    If the request is rejected, we’ll contact you to resubmit the porting request and restart the porting process with the correct details as per the explained initial rejection. This procedure can take between 10 and 15 days. The best way to avoid having your port request rejected is to submit the exact information that your current carrier has on file. Please confirm this information with your current carrier.

    You can also find the information in your Customer Service Record. A CSR is a document that contains the service address of the phone number being ported and serves as proof of phone number ownership for all phone number porting requests.

    Learn more about the reasons why a porting request might be denied.

    If the request is approved, we will receive a Firm Order Commitment (FOC) indicating when your number will be available with the new carrier.

    Step 4: We’ll contact you with the FOC and the porting date.

    We will notify you via email of your port date. We will add the numbers you want to port two days before the FOC date so that you can configure it based on your requirement. This will avoid any service interruption or downtime for the newly ported number. Once the port is complete, we’ll send you a confirmation email so you can start using the phone number.

  • Why might a porting request be rejected?

    Here’s a list of common reasons why a porting request may be denied.

    1. Date/name/address mismatch: The information you provided on your LOA differs from what your current carrier has on file in their CSR. The information on the LOA should exactly match the information on the CSR, especially the authorized user, service address, and ZIP or postal code.

    2. Number is inactive: Your phone numbers must be active with the losing carrier. You must contact the losing carrier and reinstate the number to resolve this rejection. Once the number is activated, resubmit the port request.

    3. Unauthorized contact or signature: The person with the authority to make changes to the account is not the same as the person who signed the LOA. Contact the carrier to update the person authorized to make changes on the account. Resubmit the port request once they’ve updated your information.

    4. Incorrect wireless account PIN: To port wireless numbers, you must provide a PIN. This problem occurs when the PIN assigned to a wireless phone number differs from the one on file with your current carrier. Contact the carrier to obtain the PIN that’s stored on their system. Resubmit the port request once you have the correct PIN number.

    5. Incorrect/missing account number: Contact your current carrier to obtain the account number on file. Resubmit the port request once you have this information.

    6. Invalid billing telephone number: The billing phone number is usually a master number that’s used to identify an account with multiple phone numbers. Contact the losing carrier to obtain the billing telephone number they have on file to resolve this rejection. Resubmit the port request once you have this information.

    7. Pending service request: If another service request is pending with the current carrier for the same number, the request may be rejected. You can ask your current carrier to suspend any competing service requests so that the new porting request can be processed.