Porting Tips: Rejections and How to Resolve/Avoid Them

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Rejections cause headaches; plain and simple!  They incur delays, not only for you, but for all parties involved.  This article will address some of the most common rejections, explain how they can be avoided, as well as how to resolve them as quickly as possible.


Incorrect Billing Telephone Number (BTN)

This is probably the most common rejection across the board.  The Billing Telephone Number (BTN) is the main telephone number listed on your account.  If the BTN you provided us on the Letter OAuthorization (LOA) does not match what your phone provider has on file, you will receive this rejection.

How to resolve

In order to resolve this rejection you will need to contact your current phone provider and ask them what the BTN is for the specified porting number(s).  If you are porting more than one number it is possible there may be more than one BTN on your account.  If this is the case you will need to determine which of the specified porting number(s) falls under which BTN.  The least painful way to do this is to request a Customer Service Record (CSR) from your current phone provider. 

How to avoid

Prior to submitting your port request to Phonebooth, you can either request a CSR from your current phone provider or you can call/email them to determine what the BTN(s) is/are.

Pending Order on the Account

You will receive this rejection if there are any open/pending orders on your account with your current phone provider.  This could include feature changes, disconnect orders, or even changes made to other services you may have with your current phone provider. 

How to resolve

In order to resolve this rejection you will need to contact your current phone provider, determine what the open/pending order(s) is/are, and either complete or cancel the order. Once this has been done, you will need to contact your Installation Specialist so they can resubmit your port request. 

How to avoid

Make sure there are no open/pending orders on your account prior to submitting your port request to Phonebooth;  this includes disconnect orders.  It would be best to wait to submit a disconnect request until after your numbers have completed porting to Phonebooth.

Address/Zip Code Mismatch

This is another common rejection.  You will receive this rejection if the address you provided on the Letter OAuthorization (LOA) does not match the address from the Customer Service Record (CSR) of your current phone provider. 

How to resolve

There are several ways to resolve this rejection, which are based on the type of address rejection it is. Please refer to the different scenarios below:

If we have received an entirely different address than what you provided on the LOA, your Installation Specialist will ask you if you recognize the address given to us by your current phone provider.  In most cases it's an older address.  If that is the case we can resubmit your port request with that address.  Once the number(s) has/have completed porting, we can then change it to the correct address.

If we have received an entirely different address than what you provided on the LOA and you do not recognize the address please verify with your Installation Specialist that the porting number(s) is/are correct.  If the porting number(s) is/are correct, the address could be a reseller?s address.  This means your current phone provider may receive services through another phone provider.  If this is the case, you will need to provide your Installation Specialist with your most recent bill copy or contact your current phone provider to determine what address they have listed on your CSR.

Sometimes, just the zip code will be mismatched.  If you receive this rejection, it's possible the U.S. Postal Service has changed the zip code and it was not updated in your current phone providers' records.   If this is the case, you will need to first correct the zip code with your current phone provider.  Once that has been completed advise your Installation Specialist so they can resubmit your port request. 

How to avoid

Prior to submitting your port request to Phonebooth, you can either request a CSR from your current phone provider or you can call/email them to determine what the address listed on the CSR is.  Please make sure if you call or email that you are requesting the address that is listed on your CSR and not just on your billing account.  When we verify your information with your current phone provider it is always from the CSR.

Porting Telephone Number Mismatch

You will receive this rejection if the number(s) you gave us to port does/do not match the Customer Service Record (CSR) from your current phone provider.  When we submit a port request the first step that is taken is to request a CSR from the Losing Service Provider (LSP) in order to verify numbers, address, company name, and authorized signature. 

For example, let's say you were porting seven numbers to Phonebooth.  You have supplied us with all of the necessary information on theLetter OAuthorization (LOA).  We receive the CSR from your current phone provider, but there are only five numbers on the CSR instead of seven.  

How to resolve

In most cases, this rejection is simply that an incorrect Billing Telephone Number (BTN) was given on the LOA.  This either means there is a different BTN that does have all seven numbers listed under it, or there could be multiple BTN's.  In order to resolve this rejection you will need to contact your current phone provider and either request a CSR or find out what the BTN(s) is/are for each number you wish to port. 

How to avoid

Prior to submitting your port request to Phonebooth, you can either request a CSR from your current phone provider or you can call/email them to determine what the BTN(s) is/are for each porting number. 

Partial Port

You will receive this rejection if you have remaining services and/or numbers left on your account with your current phone provider.  This could be data services or numbers. 

How to resolve

When we receive this rejection from your current phone provider we are usually provided with what type of services remain on your account. Your Installation Specialist will ask you if you would like to keep the remaining services active or if you would like them to be disconnected at the time of port.  In order to resolve this rejection please provide your Installation Specialist with the information they request from you. 

There are some cases when the Losing Service Provider (LSP) will advise us that all of your remaining numbers have to port together.  If this is the case we will either have to port all of the numbers on your account or you will need to speak with your current phone provider to either disconnect the numbers you do not wish to port or move them to a separate account. 

How to avoid

If you know you will only be porting some of your numbers to Phonebooth or you have data services attached to your numbers, you can contact your current phone provider to see if you need to make any account changes prior to submitting a port request to Phonebooth.  

LSP Freeze

You will receive this rejection if the Losing Service Provider (LSP) places a hold or a freeze on your account.  This could be for any number of reasons determined by your phone provider.

How to resolve

In order to resolve this rejection you will need to contact your current phone provider to determine what the hold/freeze is and have it resolved.  Once the hold/freeze has been resolved please contact your Installation Specialist so they can resubmit your port request. 

How to avoid

Prior to submitting your port request to Phonebooth, check with current phone provider to make sure there is not a hold/freeze on your account.  Also make sure that you are up to date with billing. 

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