It is not uncommon to encounter these common porting issues when requesting to port your phone numbers. There are several common problems associated with porting and how to resolve them can be found in this article.

Best practices

• The losing provider should not be notified that you have canceled your telephone service. The transfer request may not be completed in time for your telephone number to be kept if you terminate your contract before all the requirements for the transfer have been met. In order to get your old service back up and running, please contact your losing provider as soon as your transfer is complete.
• If you are supplying us with accurate information, it must match exactly what your losing supplier has on file in their system. For further information about your losing supplier, please feel free to contact them if you have any doubts.
• As soon as the number port completes, you will be without broadband service if you have installed broadband on one of the numbers you will be porting. In order to submit your porting request to Zoom, I recommend contacting your broadband provider to go over your options with them.
• There is a possibility that your request to port a number will be rejected by the state if you have alarm monitoring services installed at any of your phone numbers. In this case, this would require you to move the alarm monitoring services to another line or to stop them completely if you no longer need them. If you would like assistance in porting your alarm number to Zoom, you should contact your alarm service provider.

Common issues

Address mismatch

On the order, the address entered does not match the address on the Customer Service Record (CSR) for the provider that lost the order. The provider will almost always require that the service/physical address of the customer be provided instead of the billing address on the order.

The geographic area code for the number to be ported into some countries in Europe and Asia must match the address of the eligible address to be ported into. There will be a delay in completing the port request if this is not done.

Resolution: In order to resolve the mismatch, our partners are going to attempt to pull a CSR from our systems. The provider will have to provide you with the exact information if they cannot obtain the CSR from the provider.

It is crucial that you contact the losing provider in order to find out the correct site address and details of the porting process for EMEA and APAC.

Account number missing or invalid

Account Number Required: In order for the provider to approve the port, the account number must be provided. As a result, the verification process is generally easier in order to prevent the port from being opened by an unauthorized person. On the bill or on the CSR, you will find the account number, which differs from the account telephone number (ATN) / or billing telephone number (BTN). Also, you will find the account number on the previous page. In most cases, this is the case when it comes to mobile phone numbers.

Account Number Invalid: This indicates that the provider has not been able to match the account number provided on the order with what is currently on file with them. In order to find out more about the account number, please refer to the above topic.

Resolution: We will resubmit your order once you provide us with the correct account number, and we will send it to you. You can usually find this information on the bill or on the CSR that you receive.

Disconnected

You have disconnected the phone number or the account that holds the phone number, or you have inactivated it. There are times when this means the number itself is inactive (ringing to a disconnect recording) and there are also times when it means the provider has placed the number in an inactive account status.

Resolution: For a port to be successful, all phone numbers must be active at the time of the port. The provider may need to be contacted in order to re-establish connectivity so that you can use the internet again.

Incorrect billing telephone number (BTN)

The BTN/ATN that we provide to a provider when we are submitting a port request to the provider in the US and Canada is the BTN/ATN that was populated on the order when the request was submitted. This BTN will be used by the provider to find the Customer Service Record (CSR) of that specific account in order to retrieve all of the necessary account details so that the porting request can be approved. There is a possibility that the provider will not be able to pull up the account records with the BTN provided on the order, so they will reject it and send it back to us indicating the BTN is incorrect.

Resolution: It is unfortunately difficult to pull a CSR on an incorrect BTN, due to the fact that providers often use this as a search method before pulling a CSR. It is necessary to contact the provider in order to get a CSR from them. It is the responsibility of the CSR to provide all the details on the account as well as the valid BTN for the account.

The BTN (or Main Billing Number) for your porting telephone number is required in countries where EMEA and APAC are the billing regions; therefore, you should contact your losing provider to obtain it.

There is also the possibility to request the proper BTN directly from the provider since some providers will not provide a CSR to the end user and will only provide it to the one that asks for it. I think that we should be able to help resolve the issue as long as we have the correct BTN to hand, as long as we have the correct BTN.

Name mismatch

On the order, the name appears to be different from the name that appears on the Customer Service Record (CSR) of the provider.

Resolution: We will be seeking assistance from our partners in pulling a CSR in order to resolve this mismatch between the CSRs. A CSR can’t be obtained from the losing provider; therefore, you’ll need to get the correct information from them in order to get the CSR.

Partial port / migration indicator

When you port a partial number, more numbers are added than originally provided. We need to know which numbers you want to use and how you plan to use them.

Basically, a migration indicator is what tells us the request for a port is for a partial or a full port, depending on the setting on the request.

This indicates that there is an error with the type of request as both settings indicate an incorrect setting. The following are some examples:

• In reality, it is a full port that appears to be partial; or
• There was a request for a full port, however, since you are leaving numbers behind, it would be better to request a partial port than a full port.

Resolution: A partial/full port must be requested based on the rejection of the first request. It is very important to note that if you intend to leave certain numbers behind with your provider, but intend to port the BTN (the main number on the account), you will need to provide an additional BTN so that the account can remain intact with the provider. There needs to be an existing BTN attached to the account that can be used as the new BTN. In the unlikely event that you are faced with a situation like this, we can walk you through it.

Partial order commit failure

It is possible that you will see this error when you submit your first request. If you are looking to port one of the numbers, make sure that you update the BTN (Billing Telephone Number) field in order to fix the error. It should not be a problem for you to submit once you have updated the document.

Passcode/PIN required or invalid

To authenticate and approve a port request, some providers require that you provide a PIN number or passcode:

• Passcode/PIN required: An error message is displayed if a passcode or PIN has been left out of the order and needs to be provided.
• Passcode/PIN invalid: The provider’s records indicate that the passcode/PIN supplied on the order is not correct, in accordance with the information provided on the order.

Resolution:  We are unable to access this information, nor can our porting partners obtain it for us. In order to obtain or set up the PIN, only a user who is authorized to do so for the account is permitted to do so. It is a requirement of all mobile phone service providers that this be done.

Pending order

If there is a pending order, it can be an order for a port or an order for the addition or the disconnection of a feature, or it can be a change of address. If there is an active order on the account, the numbers cannot be ported if there is an active order on the account. In spite of the fact that you only requested a name change or a change in billing information, each of those changes contributes to the rejection of a pending order. A number could also be ported on the basis of different orders, which will cause this to occur.

Resolution: The losing provider will need to be contacted if you are unsure of what the pending order is in order for the issue to be resolved. The provider may have to wait in a queue on their end for a simple change to be completed, but this may never happen. Our order can then be resubmitted once the issue has been resolved.

Lock or freeze

There may be a reason why your porting application is rejected if your account or phone number has been frozen by your previous provider.

Resolution: The lock or freeze can be removed by contacting your provider.

Copy of bill is required

There was no copy of your bill attached to your request for porting, or the copy of your bill is out of date.

Resolution: It would be helpful if you could upload a copy of your recent bill that dates back not more than 45 days ago.

Authorized name mismatch

If the person listed on your order is not authorized to change your provider’s account information, then your order may be rejected because your request is not authorized.

Resolution: If you wish to make changes to your provider’s system, contact them and verify that you are the person who is authorized to do so.

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Frequently asked questions

At what time will my port occur?

It is important to note that Zoom ports numbers from all over the world, so the porting window varies. As a guideline, the following can be used to determine when porting should occur on the basis of the following. There is often an automated system that ensures porting times are confirmed, or a member of the porting team may confirm the time by hand. Monday – Friday (excluding holidays) is the only weekday when porting takes place.

US and Canada

The time is 11:30 a.m. Eastern Standard Time

LATAM

• Mexico – 2:00 a.m. to 06:30 a.m. local time
• Brazil – 4 to 6 p.m. local time
• Peru – Midnight to 7:00 a.m. local time

APAC

• Singapore – 2-4pm local time
• Simple Port of AU (CAT-A) – 10:00am – 11:00am local time
• In the case of the AU Complex Port (CAT-C) – Timeslots will be provided upon confirmation of the port

EMEA

There can be a period of up to 3 hours between porting windows. Below are some approximate times.

• UK – 09:00am local time
• It is 11:00am local time in Ireland
• Germany – 6:00am – 8:00am local time
• Italia – 6:00 am local time
• Rest of EMEA – Time slots will be provided once the port has been confirmed

Note: It is expected that there will be some downtime in LATAM, EMEA, and APAC.

What is a losing provider?

Your telephone bills are currently being paid to this provider and it is the company to which you currently pay them. On your porting letter of authorization, you must always include the name of the losing provider.

Can I port my phone numbers?

Note: The following articles will provide you with more information about requesting the porting of your number.

Local or geographical numbers

In all the countries that we support, we can port your local numbers (also called geographical numbers) to our network. The porting process itself depends on whether or not your losing provider accepts your request for porting and whether or not you get a response from them. There may be cases where your porting date coincides with the expiration date of your contract with the losing provider, or even worse, the losing provider may even reject your plan to port your account to them. You may wish to check the terms of your current contract with your provider before terminating it early. It is important to note that they may charge you a fee for early contract termination.

Toll-free or non-geographic numbers

If you live in the US or Canada, we can port your toll-free number to our system.

EMEA: Whether it is a freephone / toll-free number in the UK or Ireland, we can port it for you. There are currently no EMEA countries where we offer toll-free porting and international mobile portability. We plan to change this in the near future.

What is a DDI block?

Numbers in a DDI block are sequential, with no gaps or gaps between them. It is possible that your losing provider will only let you port away your numbers as DDI blocks if they have built the numbers as DDI blocks on their network (or on their underlying suppliers’ networks). If you own numbers that are part of a DDI block, you should contact your losing provider for more information.

Adding and keeping ported numbers within your Zoom Phone account is your responsibility since you own all ported numbers.

Can I call forward my existing numbers to my Zoom Phone account?

Yes, you can do that. Make sure you contact your losing provider before submitting a porting request so they can forward your calls to your Zoom Phone account.

What is CSR?

The Customer Service Record, also known as the CSR for short, is a report that is provided by the telecom provider (also known as a carrier). It is a document that gives a description of a customer’s service and telephone numbers which are to be moved, along with any other relevant information.

How long will porting take?

North America: In some cases, a port will be completed within seven business days, and in some cases, it may take up to ten business days. A number of wireless providers allow you to port your property numbers in just 4 business days; major providers usually allow you to port your landline in just 7 business days, and smaller providers (including Canada) will usually allow you to transfer in between 10 and 21 business days.

Our Zoom Phone Enterprise Solutions team is able to help set proper expectations based on the nature of the project. The project porting typically takes 3 to 4 weeks, depending on the complexity of the project (the number of underlying carriers involved, their individual service level agreements, the number of telephone numbers involved).

Latin America: It can take up to 60 days for the porting process to be completed.

APAC: A porting process can take between 10 and 12 weeks to complete.

EMEA: It is possible for the porting process to take up to 60 days. There is a possibility that it can take up to 30 days for the UK to respond.

Once we have agreed on a firm date with your provider, we will let you know as soon as we have confirmed we will be porting your account, and we will keep you informed throughout the process.

When should I cancel my existing service?

The number porting process must be carried out while your service with your losing provider remains active during the entire process. Once your number has been transferred successfully by Zoom, you will be provided with a notification, and you will be able to take steps to cancel your service with your old provider once you receive the notification. You are responsible for canceling your service on your own behalf, not Zoom.

Will my existing service work during the porting process?

As long as you do not make any changes to your account during the porting process, your existing service will continue to work as it is. Your old service will cease to operate once the transfer of your number occurs to Zoom.

Note: In the event that your service is interrupted during the process of porting, you must contact your service provider immediately.

Why is my order takes longer than usual?

There may be a delay in the porting process compared to the normal time frame. Delays can be caused by a wide range of factors.

There are a number of common reasons for this, including:

• There is an old or legacy infrastructure associated with that number or account (Complex Port).
• It is common to find VOIP/Cloud services that offer internal number migration (common with VOIP/Cloud services).
• It is possible that records were unclear due to the merger of two companies.
• There is a long response time frame associated with your provider’s business rules.
• There is also a possibility that the issue is related to the volume of orders.

Why is my port request cancelled?

Please note that if you do not reply or update your porting request within 15 business days, your request will be cancelled. As a result of the following information being detected by the system, some orders will be automatically cancelled:

• The order has a number that belongs to more than one provider.
• There are multiple addresses and locations associated with the order.

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