If you request to port your phone number, you may run into these common problems. Check out this article to learn how to solve them.
Note: When you request a port, be sure to include the Customer Service Record (CSR) of your losing provider.
- If you have a phone service with a losing provider, do not cancel it. In the case of your contract being terminated before the transfer request is completed, you may be in danger of losing your telephone numbers. Please contact your old provider once the transfer has been completed to discuss your old service with them.
- If you are providing information, make sure it matches exactly what is on record with your losing supplier. You may want to consult your losing supplier for additional information if you are unsure.
- You will lose your broadband service once the porting of your telephone number is completed if any of the numbers you are porting have broadband installed on them. Prior to submitting your request for porting to Zoom, please contact your broadband provider to discuss your options.
- The number porting request may be rejected if you have alarm monitoring services installed on any of your telephone numbers, until the alarm monitoring services have been moved from the first line to another or ceased if the alarm monitoring services are no longer required. Before you submit your number porting request to Zoom, you will need to contact your alarm service provider for assistance.
Frequently asked questions
At what time will my port occur?
Zoom ports numbers from all over the world, so porting windows vary based on the location of the numbers. As a guideline, the below list can be used to determine when porting should take place. There are usually automated systems that confirm the time frame for porting, or someone from the porting team will confirm the time frame. All porting should take place between Mondays and Fridays (excluding holidays).
US and Canada
11:30am Eastern Time
- Mexico – 02:00-06:30am Local
- Brazil – 4-6pm Local
- Peru – Midnight-07:00am Local
- Singapore – 2-4pm Local
- AU Simple Port (CAT-A) – 10:00-11:00am Local
- AU Complex Port (CAT-C) – Timeslots provided upon port confirmation
(Porting windows can last up to 3 hours. Below times are approximate)
- UK – 09:00am Local
- Ireland – 11:00am Local
- Germany – 06:00-08:00am Local
- Italy – 06:00am Local
- Rest of EMEA – Timeslots provided upon port confirmation
LATAM, EMEA, and APAC will experience downtime.
What is a losing provider?
Your phone bills are paid to this provider. Always make sure the loser’s name appears on your LOA.
Can I port my phone numbers?
Our articles about porting numbers provide more information.
Local or geographical numbers
In countries where we support the porting of local numbers (often called geographical numbers), we can assist you. In order to perform the porting process, you will have to contact your losing provider and request that they accept your request for porting. It is possible that the date of your porting will coincide with the date of termination of your service with the losing provider — they may even refuse to accept the porting. I recommend that you check your current contract terms with your provider. Keep in mind they may charge you an early termination fee if you decide to cancel your contract early.
Toll-free or non-geographic numbers
In the US and Canada, we can port toll-free numbers for your business.
There are places in the UK and Ireland where you can port your freephone / toll-free numbers to us. At the moment, we do not support toll-free portability in all EMEA countries, nor do we allow international mobile migration.
What is a DDI block?
The DDI block is a sequence of sequential numbers, meaning that there are no gaps between the numbers. It is possible that if the losing provider has built your numbers into their network (or on the network of their suppliers), then they may only allow you to port the numbers away as DDI blocks when you leave them. Find out if any of the numbers you own are part of a DDI block by contacting your losing provider.
Zoom Phone requires you to add and keep all ported-in numbers in your account, since you own them.
Can I call forward my existing numbers to my Zoom Phone account?
The answer is yes. Before you submit your porting request, you should inquire with your losing provider about forwarding to Zoom Phone.
What is CSR?
Telecommunication service providers (also called carriers) provide customers with Customer Service Records (CSRs). An individual who wishes to move their services is listed here with their phone numbers and services.
How long will porting take?
In some cases, it may not take longer than 7 business days while in some cases it may take up to 10 business days. A number usually transfers in 4 business days from a wireless provider to a landline provider; landline numbers usually transfer in 7 business days from major providers, and 10 to 21 business days from smaller providers (including Canada).
Our Zoom Phone enterprise solutions team can help set proper expectations, on a case-by-case basis, on the timelines involved with your project based on complexity (how many underlying carriers are involved, their individual service level agreements, the quantity of phone numbers involved, etc.).
Porting can take up to 60 days.
Porting can take 10 to 12 weeks.
You can expect a 60-day porting period. A 30-day porting period may be needed for the UK.
During the porting process, we will keep you updated, and once the porting date has been decided with your provider, we will let you know.
When should I cancel my existing service?
It is important that during the process of porting your number, your service remains active with your losing provider. If your number has successfully transferred, you will be notified by Zoom, and you may cancel your services with your losing provider as soon as your number has successfully transferred. The cancellation of your services by Zoom does not affect the continuing use of other services.
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 function. Your old service will no longer function once your number has been transferred to Zoom.
You must notify your provider if your service is disrupted during the porting process.
Why is my order taking longer than usual?
There is a possibility that the porting process will take longer than expected. Several things can delay the process.
Among the reasons are:
- (Complex Port) is a legacy number or account.
- It is common for VoIP/Cloud service providers to migrate numbers internally.
- Merging companies may have led to unclear records.
- It may take a while for your provider to respond to you.
- This could also be due to the volume of orders.
Why is my port request cancelled?
If you do not respond or update us within 15 business days, your porting request will be canceled. If you do not respond or update us within 15 business days, your porting request will be canceled.
- Multiple providers are listed on an order.
- Addresses and locations are listed on the order.
Despite the fact that the address submitted on the order matched the address listed on the Customer Service Record of the losing provider, the order failed to process. In order to place an order with most providers, the address of the service/physical location must be entered instead of the billing address.
A number of countries in Europe and Asia require that you have an address that matches the geographic area code of the number that you are transferring. In the absence of an address matching this code, the porting request will be rejected.
We are going to attempt to pull a CSR from our partners in an effort to resolve the mismatch. It is important that you get the correct information from the provider if they are unable to obtain the CSR.
In order to locate the correct site address for your numbers after porting in EMEA and APAC, you will need to contact your loss provider.
Account number missing or invalid
Account Number Required:
Before approving the port, the service provider will need the account number. In general, the account number is used so that unauthorized ports are prevented from taking place. Account numbers are usually different from the customer service phone number (CSN) or billing phone number (BTN), and will usually be located on a bill or Customer Service Report. Mobile numbers are the most common type of account number.
Account Number Invalid:
Therefore, the account number provided on the order is not the same as the one on file with the provider. The account number can be found in the topic mentioned above.
It is imperative that you obtain the correct account number, send it to us, and we will resubmit your payment. You can typically find this information on your bill or CSR.
If the phone number you are trying to reach is disconnected or inactive, you should contact the company holding the number. In some cases, it may simply mean that the phone number itself is inactive (rings to a disconnect recording), or that the provider has connected the number to an account that is inactive.
To port a phone number, it must be active. Reestablishing the connection may require contacting your provider.
Incorrect billing telephone number (BTN)
For the United States and Canada, when we submit a port request to a provider, the provider that was populated on the order will receive the BTN/ATN associated with the request. Using this BTN, the provider will be able to find the Customer Service Record (CSR) corresponding to that BTN in order to obtain more information about the account and approve the port request. The provider will reject the order back to us if the BTN provided on the order does not enable the provider to retrieve the records of the account. If the BTN is incorrect they will reject the order back to us.
As a consequence, getting a CSR for an incorrect BTN can prove to be very difficult since providers often employ that as a way of searching for information. If you are interested in obtaining a CSR, you will need to contact the provider. It is the CSR’s responsibility to provide the BTN and any relevant information regarding the account to the customer.
For those of you living in Europe or APAC, you will need to contact your losing provider (or your Main Billing Number) in order to get the correct billing number for transferring your telephone numbers.
Alternatively, there is always the option to ask the provider for the proper BTN, since some providers do not provide CSRs to end users and will only provide them to the provider who asks for them. It should be possible for us to assist in solving the problem, as long as we have the correct BTN.
Customer Service Record (CSR) does not match the name on the order.
We will encourage our partners to pull a CSR in an attempt to resolve the mismatch. Obtain the correct information from the losing provider if you are unable to obtain the CSR.
Partial port / migration indicator
In case of a partial port, you will see that the number on the account is greater than what you provided at the beginning. This information is needed by us in order to understand what you want to accomplish with those numbers.
On the port request, there is a setting called migration indicator which tells us if you are requesting a fully loaded port or partial loading port.
There are two settings that indicate that the type of request is incorrect in both cases. An example would be:
- Is it a partial or full port, or is it just a partial port?
- It was requested that a full port be made, but there were some missing numbers, so it should be described as a partial port.
As soon as the request has been rejected, the request should be updated to a partial/full port. The main reason you need to provide a new BTN is to keep the account intact with the provider if you are planning on leaving the numbers with the provider, but you are porting the main number on the account. In order for the new BTN to be possible, it must be an existing number for the same account. Our customer service department would be able to discuss this with you if the need should arise.
Partial order commits failure
You may see this error when you submit your request for the first time. We recommend changing your BTN (Billing Telephone Number) field to reflect one of the numbers you wish to port in order to solve the issue. Once the field is changed, you will have no issues submitting the form.
Passcode/PIN required or invalid
Authenticating and approving a port request can be complicated if your provider requires you to provide a PIN or passcode:
- Passcode/PIN required:
- There was no passcode/PIN on the order and one needs to be provided as soon as possible.
- Passcode/PIN invalid:
- There is evidence indicating that the passcode/PIN provided on the order is not correct, based on the records of the provider.
We are unable to access this information, nor are our porting partners able to do so. It is the exclusive responsibility of the authorized user of the account to obtain and set up the PIN. Every mobile provider requires that this be done.
An upcoming order can be something that has been submitted with the same number before; a feature that has been added or removed, or a change of address. A porting of your numbers will not be possible if there is an order active on the account. It doesn’t matter whether it’s a simple change of name or the change of billing address, it all contributes to a pending order rejection. The porting of multiple numbers could also mean that they are being carried out on separate orders.
In order to resolve the issue, you will need to contact the losing provider if you are unsure what the pending order is. The provider’s queue is sometimes so backed up that a simple change can get lost and never happen. The order can be resubmitted after the problem is resolved.
Lock or freeze
The losing provider may reject your porting application if your account or phone number have been frozen by the losing provider.
You should contact your provider if you want the lock or freeze removed.
Copy of bill is required
I would like to inquire if you have attached a copy of the bill you intend to port, or if the bill in question is outdated.
It is strongly recommended that you upload a copy of your most recent monthly bill.
Authorized name mismatch
There’s a possibility that your order will be rejected because the person who signed the request has no authority to change account information with your provider.
Contact your provider and make sure that you are dealing with the right person who has authorization to make changes in their system.