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  1. Please use one 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 submission but you can create as many submissions as you need. 
     
  2. 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.
     
  3. 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.
     
  4. 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 port submission, there are a few other things to check:

  1. 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. 
     
  2. 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.
     
  3. 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

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  1. Once a port request has been submitted a ticket in our ticket system will be created a email will be sent to you.
    1. All updates to the porting process including rejection, acceptance and request for additional information will be sent via the ticketing system to you.
    2. You can reply to the ticket email at anytime.
    3. You can also log into the ticket system with your SIPStation account at https://support.sangoma.com to view and reply to tickets

  2. A list of all pending port request can be viewed from within your SIPStation store under the Customer Service tab as shown below



  3. 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.


FAQ

Gathering your Information and Paperwork

Before you fill out your port submission, there are a few other things to check:

  1. 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. 
     
  2. 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.
     
  3. 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.