LSPs (Losing Service Providers) might reject a port order for a number of reasons. Flowroute will always try to resolve the rejection without requesting customer assistance; however there are times that a rejection requires customer action to resolve. If this happens, Flowroute will contact you through email describing the issue and how you can fix it. After resolving this issue, resubmit the port order through Flowroute Manage.
A port order should contain phone numbers from one account on a carrier. If a port order contains phone numbers from multiple accounts, it will be rejected for porting telephone number mismatch. There are a couple ways to resolve this rejection:
One of the most common rejections - the information provided on the port order does not match the information on file with the provider. This can be resolved by:
- Providing the address on file with the current carrier. Please note if your phone number is resold (operated by a network and resold to your carrier), you might need to request that your carrier provide the information on file with the operating network.
- Providing documentation from your carrier issued within the past 30 calendar days verifying active service on the porting telephone numbers.
- Address Remaining Services
Oftentimes there are additional services on the account that must be addressed; these can range from other telephone numbers to data services. Flowroute will always request that all remaining services remain active on the account as a first response to this type of rejection; however, that's not a viable option for all carriers. In these cases, customer assistance is required to determine what services should port, what should disconnect or to work with the current carrier to reconfigure the account such that the porting telephone numbers can move.
If you want the remaining phone numbers on your account to disconnect, some carriers require that the disconnecting phone numbers be listed explicitly; therefore, you will need to email firstname.lastname@example.org to provide a list of these phone numbers and their disposition.
All Data Mismatch
This rejection can be returned for both local and toll-free telephone numbers, but it's more commonly seen with toll-free numbers. This response indicates that all end-user information provided—company name, authorized name, address—is incorrect. In these cases, it's best practice to contact the current carrier and verify the service information on file. If a phone number is resold, you might need to request the information on file with the operating network from your carrier.
A freeze is a feature on an account or phone number that "locks" a phone number are prevents are carrier from porting it. In order to remove a freeze, you need to contact your carrier and request to remove the freeze. Sometimes a confirmation number is provided; this should then be emailed to email@example.com. Freeze removals generally take one to two business days to filter through a carrier's system; therefore, we recommend resubmitting the port request one to two days after a freeze removal is requested.
A hunt group is a feature offered by some carriers to distribute phone calls from a single telephone number (pilot number) to a group of several phone lines. Breaking up a hunt group might require customer assistance: either to specify a new pilot telephone number or to disconnect the hunt group. If the hunt group is disconnected, you might need to specify if the remaining telephone numbers should be disconnected or converted to stand-alone lines; however, this also depends on what a carrier will allow.
Inactive Account / Telephone Number(s)
Phone numbers must have active service within the past 30 days in order to be portable. If a phone number does not ring through, or returns as inactive in a carrier's system it can be rejected for inactive account/telephone number. Documentation showing the phone number has been actively billed in the past 30 days can assist in resolving this rejection; alternatively the carrier can be contacted to ensure the phone number and account are active in their system.
NOTE: Calls to the telephone number must ring through; telephone numbers that connect to a disconnected message will return further rejections.
Incorrect Authorized Name
If the incorrect authorized name is provided on the port order, the LSP may reject the port order and request the accurate authorized contact. This rejection can be resolved by updating the authorized name field on the port order. If you're unsure of the authorized contact on the account, please contact your carrier.
Some carriers might require that Flowroute submit the PIN for the account on the port request. MagicJack always require a PIN; wireless carriers will often require a PIN. The PIN might be a designated alphanumeric code; if one hasn't been specified it can sometimes be the last 4 of the account holder's Social Security number. If unsure, please verify the PIN with the carrier then update the PIN field on the Flowroute port order.
Pending orders run the gamut from a change order on the account, to another accepted port out request for one or more of the porting telephone numbers or an already accepted port out request for other phone numbers on the account. Flowroute will try to provide as many details as possible about the pending order; however, this rejection often returns from a carrier as simply pending order. While waiting a few days then resubmitting can sometimes resolve this issue, the best practice is to contact the carrier and verify what pending order is blocking the port order. If it's a change order pending completion, you might want to resubmit the port order after the order completes; if it's a port out request from another carrier you might want to cancel the port out request.
Porting telephone number mismatch
- provide documentation from the carrier issued within the past 30 days showing all porting telephone numbers under the same account. If the phone numbers are on different sub-accounts, this may be an issue. If the phone numbers are at different service addresses this may be an issue.
- restart the port order in order to create separate port orders per account. You will need to email firstname.lastname@example.org to restart the order. Porting fees will apply.
Telephone number under contract
If a telephone number is under contract with the current carrier, they can reject the port order. You will need to reach out to your carrier to verify how to port out the telephone number; this might involve paying a fee to break a contract or waiting until a contract expires.
Unlock Google Voice number
Google Voice charges a small fee to unlock phone numbers for porting. If the fee hasn't been paid, port orders are automatically rejected. See Transfer your number out of Google Voice for more information on how to unlock a Google Voice number.