Porting FAQ's: Everything you need to know about porting and more.


Q: What is Number Porting?

 A: Number porting is when you would like to keep the telephone number(s) you currently have and move them to another phone carrier. 

Q: How do I start the process to port my number(s)?

 A: New customers: You can click here to  with Phonebooth.

 For existing Phonebooth customers: You will need to submit a service request (ticket) via your Phonebooth Portal.  You can also call 855-692-6684 or email CustomerCare@phonebooth.com.

Q: What type of information will you need in order to port my number(s)?

 A: The first thing you will need to provide to us, is the service address of the number(s) you wish to port. This is the address where you will be using the number(s) and where you would like your E911 services to be listed.  This address must be validated for coverage prior to placing your order. 

 After the service address has been validated, you will need to supply us with a Letter OAuthorization (LOA).  This form will be sent to you from the Agent/Sales Representative that is processing your order.  You can also download it HERE for local numbers and HERE for toll free numbers.

 In order to fill out this form you will need the following information:

 -Company Name

 -Current ServiceAddress (As it is listed with your current carrier)

 -Current ServiceProvider

 -Numbers Porting

 -Billing TelephoneNumber (BTN)-This is the main billing number on your account that all of your numbers may be listed under.  Please note that it is possible to have several different BTN's depending on how your account is set up.

-Printed name and signature of an authorized person on your account. 

 **All of the information needed for filling out the LOA can be supplied by your current phone provider by requesting a Customer Service Record (CSR).

 In addition to the LOA, you will also need to submit a copy of your most recent bill from your current phone provider. 

 Q: What type of numbers can I port?

 A: You can port any local number, even wireless, as long as we have coverage for that particular area. You can also port your toll free numbers.

 Q: How long does the port process take?

 A: On average porting requests take 7-14 days to complete, however, it can take up to 30 days. Please keep in mind any type of change or rejection can delay this process.  This is why it is so important to verify the Letter OAuthorization (LOA) information prior to submitting your request. 

 *Note: The Firm Order Commitment date (FOC) is determined by the Losing Service Provider (LSP).  

 Q: What happens behind the scenes while my number is being ported?

 A: Once your order has been submitted and received by an Installation Specialist you will be notified via email/phone verifying your order and providing you with their contact information.  The Installation Specialist will be your main point of contact while your services are being installed. 

 After verifying your order, the Installation Specialist will submit your port request with the information you provided on the Letter OfAuthorization (LOA).   Your request will be checked daily and you  will be notified of its progress/status. If the request is rejected you will be provided with instructions on how to resolve the issue by your Installation Specialist. 

 For more information about rejections and how to resolve them click HERE

 Once we have received a Firm Order Commitment (FOC) date, you will again be notified via email/phone.  If the date issued does not work for you we can coordinate a different date that will work for all parties involved.  Please keep in mind any changes made to a port request can push the FOC date out.

 Q: What happens if my port request gets rejected?

 A: In the event that we have received a rejection from your carrier, your Installation Specialist will provide you with instructions on how to resolve the issue.  You can also find more information on what types of rejections there are and how to resolve/avoid them by clicking HERE

 Q: How can I expedite my port request?

 A: Unfortunately it is very hard for us to expedite a port request.  The reason for this is because we have no control over the Firm OrderCommitment (FOC) date.  This date is given by the Losing Service Provider (LSP) and the FCC mandates we can not port a number unless the LSP gives us permission to. 

 However, if you provide us the following information we will do everything we can to expedite the process from our side. 

 -Your current phone provider has to agree to let us port the number(s) earlier than their standard interval. 

 -You would need to provide us the name and direct telephone number of someone that works in the porting department that has authorization to give FOC dates.

 As long as you can provide us with the above information we will be able to contact your current phone provider and expedite your port request.

 Q: Will I experience any downtime while my numbers are porting?

 A: On the day of your port, at the specified time, your ports will be triggered in our system. The actual porting time takes 15-20 minutes.  You should not experience any downtime as long as you have set up users and assigned the phone number(s) in your Phonebooth portal.  You will be able to view your number(s) in your Phonebooth portal prior to the day of port in order to give you time to set this up.

 For instructions on how to set up users and assign phone numbers click HERE

 Q: When/How will I know my number(s) has/have ported?

 A: After your number(s) has/have completed porting, your Installation Specialist will make test calls to make sure your number(s) is/are working properly.  Once we have verified calls are completing on our network you will be notified via email/phone that the porting was a success.  If there are any problems while test calls are being made your Installation Specialist and/or Technical Support Team will work with you until the issue has been resolved.

 Q: What are all of these acronyms: LOA, FOC, BTN, LSP,CSR, LSR?

LOA - Letter of Authorization This is the form you will need to fill out when porting your number(s).  This form gives us permission to request, on your behalf, to port your number(s) to a different phone provider.  For a copy of this form please click HERE for local numbers and HERE for toll free numbers.  For information on what you will need to fill out this form click HERE

FOC - Firm Order Commitment.  This is the date that is issued by the Losing Service Provider (LSP) as to when a phone provider can port a number(s).  This date can only be issued by the LSP.  The gaining phone provider has no control over what date is issued.

BTN - Billing Telephone Number This is the main telephone number listed on your account. Depending on what type of account you have, you could have just one BTN or you could have several.   When porting numbers to Phonebooth you want to be sure to ask your current phone provider what the BTN(s) is/are for the number(s) you wish to port.

LSP - Losing Service Provider This is the phone provider that your number(s) is/are leaving from.

CSR - Customer Service Record.  Every carrier has a record that houses your number(s), address, and billing telephone number(s). This is the record that is used to verify your information during the porting process.  Please note the information listed on the CSR may not be the same information listed on the billing portion of your account. 

LSR - Local Service Request.  This is the actual part of the order  that the Losing Service Provider (LSP) will receive from the gaining phone provider.  All of the information on this part of the order must match the LSP's Customer Service Record (CSR) in order for them to issue a Firm Order Commitment (FOC) date.

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