Instructions on how to port your existing phone numbers to ServiceCall.ai
Porting a Phone Number to ServiceCall.ai
Porting your US telephone number is a six step process that can take up to four (4) weeks depending on the type of number you are porting and the country the number is located in. The process includes coordination between our upstream provider and your service provider to transfer the number to ServiceCall.ai.
- Submit your Porting request by sending an email to support@servicefusion.com with subject line "Port phone number to ServiceCall.ai - Company Name"
- The authorized user or owner’s first and last name.
- The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses. (The address MUST Match what is on the Phone Bill from the existing Carrier)
-
A Letter of Authorization (LOA) for USA Customers signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier. (This must be a PDF document by itself, don't include the other documents with it) This has to be signed within 30 days of submitting it to Service Fusion.
-
A Letter of Authorization (LOA) for Canadian Customers signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier. (This must be a PDF document by itself, don't include the other documents with it) This has to be signed within 30 days of submitting it to Service Fusion.
-
Obtain a Customer Service Record (CSR). (This must be a PDF document by itself, don't include the other documents with it)
- A scanned (or electronic) copy of the most recent phone bill, within the last 30 days, that includes the account, owner/authorized user name, and address information for all the numbers you’d like to port. (This must be a PDF document by itself, don't include the other documents with it)
-
Read the most common reasons for rejections to avoid them.
- The authorized user or owner’s first and last name.
- Number gets approved by our backbone provider. If everything in Step 1 was done correctly, you can expect your Porting request to be approved in 24 hours. Again, depending on the type of number you are porting (for example, Toll Free or Landline), the approval time may vary.
- Number is Submitted to Carrier Partner. This can take up to 24 hours. Your request is then submitted to your soon-to-be former carrier as a port request. During this time, do not close your account with your carrier and keep your numbers active.
- Carrier Partner reaches out to Losing Carrier. This can take one (1) week to complete.
- Response from carrier. At this point, your request will either be approved or rejected:
-
Approval: If approved, then you will receive a porting date of when your number will be ported to ServiceCall.ai.
-
Rejection: These occur for a variety of reasons, such as an incorrect PIN for an account, an address or zip code that doesn’t match the current carrier’s record, or a port request made by an unauthorized user on the account. Read more about common reasons for port request rejections here. Additionally, you will need to reach out to your losing carrier to find out what’s needed to move forward. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request.
-
Approval: If approved, then you will receive a porting date of when your number will be ported to ServiceCall.ai.
- ServiceCall.ai reaches out to you with your porting date. ServiceCall.ai will send you an email of your porting date for when your number will be transferred to ServiceCall.ai. Once your date has passed and you've verified the number has transferred to your ServiceCall.ai account, you can begin using your number.
How can I obtain a CSR?
To obtain a Customer Service Record (CSR), you’ll need to contact your current carrier, and you may need to ask for your carrier’s Porting Team. Please specify that you want the customer service record on file with the carrier, not merely your billing records. In many cases, the billing record and the customer service record will have the same information, but this is not necessarily going to be the case. Therefore, it’s best to ask specifically for the CSR.
Why was my port request rejected?
Although most numbers are portable, there are several common reasons why a port request may be initially rejected by the carrier losing the numbers. In nearly all cases, these rejections can be remedied by the rightful user of the phone number such that the port request will be able to proceed.
The best way to prevent your port request from being rejected is to make sure you submit the exact information that your current carrier has on file. It’s a good idea to contact your current carrier in advance to verify this information. The surest way to reduce the likelihood of a port rejection is to obtain a Customer Service Record (CSR) from your current carrier.
Below is a list of common reasons for a port request rejection:
Unsatisfactory Business Relationship
This typically means that either you have an unpaid balance or the carrier charges a port away fee.
To resolve this rejection you must pay any outstanding balance/fee to your current carrier.
Once this is resolved, send us an email and we will resubmit the port request.
All Data Mismatch / Name Mismatch / Address Mismatch
This means that the information you submitted on your Letter of Authorization (LOA) is different from what is on file with your carrier in their Customer Service Record (CSR). A CSR is a copy of how your telephone records appear in the telephone company’s database. In order to ensure a port request’s likely success, the information on the Letter of Authorization (LOA) – particularly the authorized user, service address, and zip code – should exactly match the information on the CSR. You can learn more about the importance of obtaining a CSR from your current carrier here.
To resolve this rejection, contact the carrier to update your information. You may need to talk to your carrier's porting team to get a copy of the CSR for your account.
Once they update your information, send us an email and we will resubmit the port request. Alternatively, send us a new LOA with the correct information.
Number is Inactive
Your numbers must be in service with the losing carrier.
To resolve this rejection, contact the losing carrier to reinstate the number.
Once the number is reactivated, send us an email and we will resubmit the port request.
Unauthorized Signature
This means that the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA).
To resolve this rejection, contact the carrier to update the person authorized to make changes on the account.
Once they update your information, send us an email and we will resubmit the port request. Alternatively, send us a new LOA with the correct signature.
Download a new LOA here.
Wrong Wireless Account Pin
In order to port wireless numbers, you must submit a PIN. Please note that the PIN is sometimes the last four digits of the account holder’s Social Security Number.
To resolve this rejection, contact the carrier to obtain the PIN number they have on file.
Once you have the correct PIN number send us an email and we will resubmit the port request.
Incorrect / Missing Account Number
To resolve this rejection, contact your losing carrier to obtain the account number they have on file. Once you have this information send us an email and we will resubmit the port request.
Unlock Google Voice
All Google Voice numbers must be unlocked before they can be ported out. To unlock the number visit this link: www.google.com/voice/unlock Once you have unlocked your number send us an email and we will resubmit the port request.
Invalid Billing Telephone Number
The billing telephone number is typically a master number used to identify an account with many phone numbers.
To resolve this rejection, contact the losing carrier to obtain the billing telephone number they have on file.
Once you have this information send us an email and we will resubmit the port request.
Number is Unportable
Regretfully, there are some regions from which ServiceCall.ai can’t port phone numbers.
Have you considered these two alternatives?
Buy a ServiceCall.ai Number - Search for available ServiceCall.ai numbers in your area
Simple Call Forwarding - You can also forward calls from your current number to a ServiceCall.ai number.
Resold Account
To resolve this rejection, please contact your service provider and request a CSR (Customer Service Record) or provide detailed directions on how to port the number away. You can learn more about the importance of obtaining a CSR from your current carrier here.