Carrier Pending and Rejection

Carrier Pending Status

After processing the Port In request, Partners will be provided with a PON (Port Order Number) as reference Port Orders usually take about 3 business days to get an update giving the losing carriers time to review and respond to the port request. In the event that the request has no update or is still in pending status after 3 business days, the order will be escalated to the carrier for an update.

Please note that any changes in the submitted information will move the RDD (Requested Due Date) to the next available date. Adding or removing numbers due to rejection will cause the order to be canceled and reprocessed.

Common Rejections for Local DIDs

Rejection: TN disconnected or inactive

• Description: The losing carrier has deactivated the number.
• Resolution: The end-user will need to contact the losing carrier to have the numbers reactivated. Only active telephone numbers assigned to end users can be ported.

Rejection: TN not found on Account/ TN not provisioned/ TN not portable state

• Description: One or more of the telephone numbers is not active/provisioned on the account (Usually on the billing side) or no longer part of the account or is “stuck” in some sort of internal provisioning status. Most number porting requests go through an automated system, and if the system sees the phone number as anything other than an 'ACTIVE' status, the port will be rejected.

• Resolution: The end user will need to contact their current carrier to provision the number on the billing side or provide a recent bill copy (within 30 days) reflecting the active numbers in the account.

A TN that is in "not portable status" is different from a TN that is not portable or supported by our carrier. If the number(s) is not one of the supported rate centers of our carrier, we cannot port the number(s).

Rejection: End User Name mismatch

• Description: The End User Name/Company name does not match with what is listed on the records of the losing carrier.

• Resolution: The end user will need to contact the losing carrier to get the correct information or provide a CSR with the correct information.

Rejection: Address mismatch/ Invalid Zipcode

• Description: The Service Address does not match what is listed on the records of the losing carrier.

• Resolution: The end user will need to contact the losing carrier to get the correct information or provide a CSR with the correct information.

Rejection: ALL DATA MISMATCH

• Description: This rejection occurs when the information provided by the End User (i.e. Authorized Name, Business Name, Company Address) does not match what is registered on the Losing Carrier’s records.

• Resolution: The End User will have to reach out to their current provider in order to get the information (Authorized Name, Business Name, Company Address) registered on that account. If possible, let them get the transaction/confirmation ID, Contact Name, and Contact number from the representative of the Losing Carrier that assisted them with it.

Rejection: Incorrect account number

• Description: The account number provided does not match with the AN reflected on the losing carrier’s records.

• Resolution: The correct account number from the losing carrier needs to be provided. The end user needs to verify with their current provider the account number based on the losing carrier’s records. Submitting a CSR or the most recent copy of the losing carrier's bill dated within 30-days reflecting the TN to be ported is recommended. 

Rejection: Incorrect BTN

• Description: BTN provided is incorrect

• Resolution: The end user will need to reach out to the losing carrier and verify the correct BTN from the losing carrier's records or provide a CSR/Recent copy of the bill (within 30 days) that reflects the BTN. 

Rejection: CHANGE BTN REQUIRED/NEW BTN REQUIRED

• Description: This is usually observed on MCI partial ports and the Current BTN is one of the TNs porting. The end user will need to reach out to MCI and provide a NEW BTN for the remaining lines. 

• Resolution: The end user will need to have their current service provider reach out to their underlying carrier, MCI, to submit a change order to replace the Current BTN on the account in which the porting TNs are in. Once done, please have the end user provide the new BTN for resubmission. 

Rejection: PIN Required/Incorrect PIN/PIN is Invalid

• Description: If a PIN has been initially provided, that means the PIN provided is incorrect. Otherwise, a port-out PIN is needed to proceed.

• Resolution: The end user will need to reach out to their current provider to verify/get the port out PIN associated with the porting TNs.

Wireless numbers require a PIN to port the number(s). The port for wireless TNs is very straightforward as long as the information matches, they will issue FOC almost immediately.

Verizon Wireless has the option to place the number(s) into an "auto-port" status if they wish to port without proper account information (PIN). The end user will have to call Verizon Wireless and request it.

Rejection: Freeze on the line

• Description: There’s a freeze put in place on one or more of the porting TNs on the account.

• Resolution: A freeze is a security feature offered by the losing carrier to ensure telephone numbers are not inadvertently ported. The end user to remove this feature. A confirmation ID is highly recommended once the end user confirmed that the freeze has been removed

Rejection: Pending order on the account/TN has a pending work order

• Description: A port request has one or more TNs with another order in process. A pending order can also be any changes made (adding or disconnecting features or name/address change, etc.) on the number.

• Resolution: The end user will need to reach out to the losing carrier and advise them to cancel/resolve any pending orders on the account. 

Rejection: The circuit details need to be addressed (Canada)

• Description: There’s a PRI circuit on the account that needs to be addressed

• Resolution: The end user will need to verify with their current provider if they have a circuit (PRI) on their account. The circuit ID needs to be provided and address whether they would like to keep the circuit active or have it disconnected after the port.

Rejection: Bundle Service

• Description: TNs are not in a portable state; the end user needs to address the remaining bundled voice lines and data services.

• Resolution: The end user needs to communicate with the losing carrier about having the porting TNs in a portable state. 

The services may need to be unbundled, and we have to specify if the remaining numbers and/or services will be kept in service or disconnected after the port.

Rejection: Distinctive Ring, Hunt Groups, Centrex, RCF, ISDN or DSL/Dryloop Features

• Description: The ones listed above are a few of the more common features that prevent number porting or cause other porting delays.

• Resolution (Multiple): 

  • For Distinctive Ring - the end user needs to disconnect this feature

  • For Hunt Group - the customer MAY need to disconnect.  Please review the error message for any specifics. Sometimes, the customer may just need to provide a new number as the lead number in the hunt group or may need to simply be 'in the know' that porting a number that's part of a hunt group will alter the way the hunt group currently performs.

  • For Centrex Service - the end user needs to disconnect this feature. Canceling the Centrex Feature may cause the end-user to incur termination charges. We will still proceed with this port, but please be aware that if the end-user does not want to lose this feature, the order will need to be canceled.

  • For Remote Call Forwarding (RCF) - the end user needs to disconnect this feature or turn it off.

  • For ISDN - the customer may need to disconnect and/or provide a new number to keep the services intact.

  • For DSL - If DSL exists, unless the DSL provider allows Dryloop, an associated phone number is probably needed for that connection. To resolve this:

    • a) If the DSL service will be kept active, a new number should be provided for the DSL line.

    • b) If the DSL service will be disconnected, resubmit the port request.

There is a risk that the losing carrier will completely disconnect the DSL service associated with the ported number if not addressed or stated on what should be done with the service 

Rejection: Rejected for Non-Pay 

• Description: This rejection usually occurs once the End User has an outstanding balance/ fees to be paid with the Losing Carrier.

• Resolution: The End User will have to reach out to the current provider in order to have the TN released.

As per FCC Rules:

Once you request service from a new company, your old company cannot refuse to port your number, even if you owe money for an outstanding balance or termination fee. 

Common Rejections for Toll-Free Numbers

Rejection: Unauthorized contact/Customer signature

• Description: The Authorized Person who signed the RespOrg form is not the one registered in the records of the losing RespOrg

• Resolution: The end user will need to verify with the losing RespOrg the correct information for the TF on their records and update the RespOrg form.  

Rejection: Business Name mismatch/missing

• Description: The Business Name indicated in the RespOrg form is incorrect.

• Resolution: The end user will need to verify with the losing RespOrg the correct information for the TF on their records and update the RespOrg form. 

Rejection: Tollfree shared or bundled

• Description: The account where the toll-free belongs has a shared/bundled service.

• Resolution: The end user will need to reach out to the losing RespOrg and advise them to get the numbers in a portable state to continue processing this port. 

Rejection: ALL DATA MISMATCH

• Description: This rejection occurs when the information on the RespOrg form (i.e. Authorized Name, Business Name, Company Address) does not match what is registered on the Losing RespOrg’s records.

• Resolution: The end user will need to reach out to the losing RespOrg and advise them to get the numbers in a portable state to continue processing this port.

When the end user is reaching out to the losing carrier to resolve a rejection, have them note the contact information (name and number) of the person they talked to and the reference number of the dispute. Our carrier may reach out to that person if there are additional impediments to the order.