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Porting FAQ

How do I determine the status of my OnSIP port request?

We will communicate with your account admin through the porting ticket that is created to track the progress of your port. We will update the ticket at each stage of the process. The stages include:

  • emailing you an LOA (authorization) form to be signed and returned along with a current bill copy
  • providing an estimated port date
  • providing notification of a port rejection or other issue preventing the port from proceeding
  • port completion notice

You can also view the ticket # and status of your open port request in the bottom section of the Dashboard page of the OnSIP admin portal. If you have any questions about your port, you may email us through the existing porting ticket or call us at 800-801-3381 x7678.

 

Will there be any downtime during my port?

The transition should be very smooth, with virtually no downtime, if you have properly configured and funded your OnSIP account. We will add the porting number(s) to your account prior to the port date to allow you time to assign the desired destinations. When your phone number is ported to OnSIP, it will immediately start routing to the destination that you have configured in the OnSIP admin portal. Be sure to have a failover configured if you do not have your phones or recordings set up.

 

Can a port request be expedited?

Possibly. We could attempt an expedite with the losing carrier, however we cannot guarantee that it will be honored. Proceeding with this option will result in additional charges. To attempt an expedite, please complete the questions below to the best of your ability to ensure the request can be completed. You can update your existing porting ticket with your responses.

1. Do you have a contact name with losing carrier's LNP Group?
2. Expedite Reason:
3. Is this a full or partial port?
4. What, if any, are the features on the account?
5. What is the Account # and PIN # (if applicable)?
6. What is the authorization name? *
7. Authorization Contact Phone:
8. Additional information that could help resolve this issue:
9. Please provide requested Expedited Date.

 

What if my phone number does not appear on my current providers bill?

If your current provider does not list your phone number on the bill, you could provide any of the following as proof of ownership:

  • Screenshots or a PDF from your online account showing the customer name, customer service address, and all phone numbers to be ported.
  • An email from your current provider listing the carrier name, the customer name, customer service address, and all phone numbers to be ported.
  • Request a CSR (customer service record) from your current provider listing the the carrier name, the customer name, customer service address, and all phone numbers to be ported.

 

Can I port my wireless phone number?

Yes. When porting wireless numbers, the carriers require that you provide the wireless account #, your 4 digit PIN #, the last 4 digits of the account holder's SSN, or the last 4 digits of your business Tax ID #.

 

Will my DSL or internet service be disrupted when my phone number ports?

If you plan on keeping DSL service, you will need to make arrangements with your current provider to ensure the DSL is not disrupted. Your DSL provider may require you to transfer the DSL to a phone number that is NOT porting away.

 

What is a BTN?

The BTN (Billing Telephone Number) is an active phone number on your account that is referenced when porting your numbers. The BTN could be one of the numbers you're porting, or it may be the first number established on the account. If we submit the port order to the carrier with the wrong BTN, it could reject and be delayed. You can enter what you think is the BTN on the LOA form, or you may contact your current carrier and request they provide you with what they have on record as the Billing Telephone Number if you are not sure.

 

Does the porting process always take 2-4 weeks to complete?

No. Porting times can vary greatly depending on the donor (losing) carrier and the complexity of the port. Some smaller ports can complete in 3-5 business from the time your signed LOA is received, while larger ports involving multiple carriers can take the entire 2-4 weeks to complete. In some circumstances, you can request to expedite the port if necessary.

 

Can I port my toll free phone number(s)?

Yes. The process of porting a toll free number is very similar to porting a local phone number. 

 

Do I need to contact my previous phone service provider once my number(s) have ported to OnSIP?

Yes, you must contact your previous phone service provider to have them remove the phone number(s) that have ported away from your account and their network. This will help ensure that you are no longer billed by the old provider for the numbers that have ported away and that calls originating on their network are routed correctly.

If you no longer require any of the old provider's services, you can request that they cancel your account completely. To allow sufficient processing time for records to update, it's recommended that you wait 48 hours after the port has completed to contact the old provider about canceling service on the numbers that ported away.

If you previously had separate local and long-distance providers or separate accounts associated with the number(s) that ported, be sure to notify both of the old providers that you no longer require their service for the ported out number(s).

 

What are my options if OnSIP can not port in my phone number?

If you're interested in using an international phone number with OnSIP, you would need to use a third party (such as DIDWW, FlyNumber or Voxbone) and add an Inbound Bridge to your OnSIP account to link the international number to OnSIP.

Even though your existing local phone number can not be ported to OnSIP, we may be able to provide you with a toll free vanity phone number that closely matches your local phone number. Please contact us to see what toll free options are available to choose from.

You may also wish to RCF (Remote Call Forward) your non-portable local number to an OnSIP provided phone number in a nearby rate center. OnSIP phone numbers can be viewed and purchased via the admin portal.

 

Note: We make every attempt to work with all telephone service providers. However, certain local or regional guidelines may preclude your current provider from releasing your number.

 

Updated January 2020

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