|You must have an open and active account at SIPStation.com with at least one voice trunk or fax trunk. Your SIPStation account must be verified. Please see our Account Verification Requirements wiki for verification instructions. Number porting is not available with SIPStation Free Trial accounts.|
Familiar with porting? You can download our Letter of Authorization (LOA) and submit it along with a copy of your bill at https://support.sangoma.com. Full instructions are given below. If you are not familiar with number porting, we encourage you to read the instructions and tips below.
Topics in This Wiki:
|Table of Contents|
- Keep your numbers active with the losing carrier until after the port.
We are only able to port active numbers. Please do not cancel service with your current provider until after the port completes. We do not recommend scheduling a cancellation ahead of time, since the porting timeframe can be unpredictable.
- Determine the correct information that is on file with the losing carrier. Don't guess or use trial-and-error.
All of the information you submit in the letter of authorization (LOA) must match what the losing carrier has on file. This includes the company name, service address, account number, authorized user, and service address. Remember, the actual carrier may be a different entity from your service provider. The information on file might not be what you expect, especially with VoIP numbers.
- Plan for up to four weeks of processing time.
Porting can be a slow process and we appreciate your patience. The typical timeframe for most ports to be completed is 1-3 weeks. If any rejections are encountered, the process will take longer. Some numbers, such as Google Voice numbers, can be ported as quickly as 24 hours, but this is an exception to the norm. We typically cannot honor requests to "expedite" a port.
- Be ready for the port.
If you make a port request, we assume you and your SIPStation account are ready to accept the ported numbers. You will be able to manage your new DID(s) in your SIPStation account as soon as we receive an assigned port date. You will need to have your trunks and routes set up ahead of time in order to avoid downtime. Ports typically occur at 11:30 AM eastern time on weekdays. Please let us know if you would like a specific date, keeping in mind this works best as an "on or after..." type of request. Although you can request to cancel a port, sometimes this is not possible, especially on short notice (less than 2 days). It's best to make a port request only when you are truly ready.
- Communicate with us.
Sometimes we will need more information from you in order to complete a port, so it's important that we are able to communicate with you. When you first create a number port request ticket, you can expect to receive a response within 3 1-2 business days. If you haven't received this response, please check your e-mail's spam filter. You can also find your ticket at When you open a Port Request with SIPStation as outlined below a ticket is created in our ticketing system and you will receive email updates as the porting process happens. At anytime you can reply to those emails or even log into the ticketing system with your SIPStation login at https://support.sipstation.com by logging in and clicking "My Tickets." The support ticket system is our primary way of communicating with you. If you need an additional person to be added as a CC recipient to the ticket messages, please let us know.sangoma.com
Please see the current SIPStation Rates (PDF).
In order to create a port request, you will need to first gather some information. Then you'll fill out and digitally sign a Letter of Authorization (LOA) . Finally, you'll create a support ticket in the SIPStation Number Porting department and upload your LOA and bill copy. Full instructions are given below.from within your https://sipstation.com portal.
Are you planning to port more than one number? Before you proceed, first read our "do's and dont's" to help you decide whether you need to split your request into multiple orders.
Please take time to organize your port request(s) as follows, in order to prevent delays and extra paperwork later:
- Please use one ticket submission for each port request.
We can port multiple numbers at the same time, but the numbers must be grouped according to #2, #3, and #4 below. Each group of numbers is considered one port request. We can process one port request per support ticket. You can open up multiple tickets if you need to submit multiple port requests. This helps us correctly update you regarding the status of each port.submission but you can create as many submissions as you need.
- Please do not combine local and toll-free numbers.
We need to treat these as separate port requests because we process them differently on our end. Please create separate port requests for local vs. toll-free numbers.
- Please be sure all numbers in a single port request belong to the same carrier.
Often, especially with SIP numbers, the customer is not aware that their provider is using multiple carriers. Please check with your provider ahead of time to determine if you need to split your numbers into different groups.
- Please be sure all numbers in a single port request share the same account information.
This information includes account number, billing telephone number (BTN), business name, and service address. If you have a complex account, please double-check the configuration with your service provider.
Gathering your Information and Paperwork
Before you fill out your letter of authorization (LOA)port submission, there are a few other things to check:
- Is a bill copy available?
When you request to port-in numbers to SIPStation, we ask that you include a copy of the most recent bill for the numbers. The bill copy must be dated within the past 30 days (issue date, not due date). The bill copy helps prove your ownership of the numbers. It can also help us catch errors. In case the losing carrier rejects your request, we can often use your bill as a means to dispute the rejection. A PDF is best. A screenshot is acceptable if there is no other means of providing a bill copy. If you do not provide a bill copy, we will ask you for one unless you let us know that your numbers are coming from a provider who doesn't give a bill (such as Google Voice).
- Is a PIN required?
We need to know a personal identification number (PIN) or passcode for certain ports. Please check with your service provider to determine if a PIN will be required. You can advise us of the PIN when you open your number porting ticket in our support system. If you do not provide the PIN but we later determine it is required, we will let you know.
- Is a Customer Service Record (CSR) available?
A CSR is a document describing the configuration of your account. It is an official document that comes from a carrier. While the information on it is coded and looks cryptic, it is extremely useful for us when we are working on your port request, especially if we encounter a rejection. Not all providers will be able to give you a CSR. But if you can obtain one, we greatly appreciate it if you can pass it along to us.
Filling out a
Porting Request Submission
- You will need to fill our our Porting Request Submission form which will generate a Letter of Authorization (LOA) to give us permission to port-in your numbers.
Name: Enter the name of the company or individual who owns the account. Spell it exactly as it is on file with the losing carrier, using the same abbreviations, symbols, etc.
Service Address: Enter the street address. P.O. boxes are not acceptable for local numbers. (P.O. boxes are acceptable for toll-free numbers.)
Suite, Floor, or Room # (if applicable): Use this line to enter any suite numbers, apartment numbers, floors, building numbers, etc. Please include the abbreviation (STE, APT, FLR, BLDG, etc.).
City: Enter the city.
State: Enter the U.S. state or Canadian province.
Zip: Enter the 5-digit U.S. ZIP code or Canadian postal code. Please note, we can only use a 5-digit U.S. ZIP code; you do not need to enter a ZIP+4 (i.e. 12345-6789).
Account Number with Current Service Provider: Enter the account number. You can either enter it with spaces & dashes as shown on your bill, or without. (It doesn't matter.) All numbers in your port request must belong to the same account number. If you do not know your account number, please check with your service provider. Sometimes the account number is the telephone number itself.
Details of Phone Numbers to be Transferred
List the individual telephone numbers you wish to port. Do not list numbers that you are not porting. Remember, all numbers must belong to the same account and share the same information. Also, please remember that a single port request should only contain local or toll-free numbers, not a mixture of both types.
If you are porting more than 15 numbers, please fully fill out multiple copies of the LOA form. We appreciate it if you can combine multiple pages into one PDF document, but we can also accept separate documents.
Customer Acceptance and Authorization
This section describes the customer's responsibilities and the porting fees. The bottom must be signed and dated.
Print Name: Print the name of the authorized account user who is signing the document.
Title: (Optional) Print the authorized account user's title (President, Owner, CEO, CIO, Office Manager, etc.).
Signature: The authorized account user must sign the LOA. Electronic signatures are acceptable.
Date: Enter the date that the LOA was signed. This date must be within the past 30 days.
Creating a Port Request Ticket
After you've filled out your letter of authorization and obtained any other necessary information, you are ready to submit a port request ticket in our support system. Please do not e-mail or fax port requests to us; please only use the online support system. If you have any issues logging into the support system, you will need to resolve those issues first before continuing.
- Port request submitted (after we process your order and send it to our carrier)
- Port date approved (after we receive a Firm Order Commitment from the losing carrier)
- Port completed (after the numbers port to SIPStation)
- Log into your https://sipstation.com account and navigate to the Location you want to submit a port request for.
- Click on the Customer Service tab at the top of the page
- Scroll down to the Porting Information tab and clikc on the Porting Managment link
- Provide the email address you want all emails sent to regarding this port request.
- Pick the FOC Date (The day you want the ports to be completed on). By default we set the date to be 7 days from submission their is no gurantee the date you pick is what your loosing carrier will agree to but you have to provide atleast 7 days.
- List all the phone numbers you want to submit on this port request. Each Port request should only contain grouping of numbers that belong to the same carrier and on the same bill from your carrier. Please do not mix Local and Toll Free Numbers on the same port request and create two seperate request instead.
- Provide your Address information for the numbers you want to port. These addresses should match what your existing carrier has on file for your account.
- Provide the name and optionally Title of the person who is authorized on your account to port out your numbers
- Optionally provide your Billing Telephone Number and Account number if your existing carrier provides those
- Customer Type - Business or Residential
- Business Name - Name of your Business that this account is under
- Number Type - Landline or Mobile number
- Partial Port - yes or no. If this single port request includes all the numbers your have with your carrier you will set this to yes. If not set to no.
- Upload a Bill Copy to help the Porting process. It is recommedned when possiable to include a copy of a recent bill to help the porting process but is not required. If the port gets rejected by your loosing carrier a copy of a recent Bill may be requested by us.
- Sign the document using your mouse to draw our your name and type in the Authorized Users
- Press the Submit button so submit your port request.
Viewing and Replying to Existing Port Request
- Once a port request has been submitted a ticket in our ticket system will be created a email will be sent to you.
- All updates to the porting process including rejection, acceptance and request for additional information will be sent via the ticketing system to you.
- You can reply to the ticket email at anytime.
- You can also log into the ticket system with your SIPStation account at https://support.sangoma.com to view and reply to tickets
- A list of all pending port request can be viewed from within your SIPStation store under the Customer Service tab as shown below
- You can click on the Ticket ID hyperlink to have the system automaticaly take you into your ticket to view all replies and reply to any ticket or request.