Number porting allows you to keep your phone numbers when switching service providers. You can port local numbers into SIPStation as long as we are able to cover the specific geographic area. We cover many areas in the U.S. and Canada but cannot guarantee coverage in all areas; therefore, you are welcome to check with us about number portability before filling out the paperwork and making an actual port request. You can also port toll-free numbers into SIPStation.
This wiki is for customers who would like to port phone numbers in to SIPStation from another service provider. If you are looking to port numbers out of SIPStation, please see our wiki "Porting Out from SIPStation."
General Porting Tips:
- Keep your numbers active with the losing carrier until after the port.
We are only able to port-in active numbers from your account with the losing carrier. If you have disconnected your service, we will not be able to port your number(s). Do not cancel service with your losing carrier until after we have advised you the port has completed. While you are waiting for the port, you must have an active SIPStation account. We understand it is an inconvenience to pay two phone bills, which is why we want your porting process to be as quick and easy as possible. Ensure the ported numbers are working properly with SIPStation before canceling service with the former provider.
- 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. Please understand that the actual carrier may be a different entity from your service provider, such as with many SIP numbers. Sometimes the service address is different from the billing address. Sometimes it is actually a corporate address of the service provider. An incorrect service address is the most common reason for rejected port requests. With local numbers, the service address must be a physical street address and not a P.O. Box. (With toll-free numbers, a P.O. Box is acceptable.) Please check with your service provider and/or obtain a copy of your Customer Service Record (CSR). Accuracy is important.
- Plan for up to four weeks of processing time.
The typical timeframe for most ports to be completed is 1-3 weeks. Some numbers, such as Google Voice numbers, can be ported as quickly as 24 hours. The porting timeframe is controlled primarily by your existing carrier, and not much can be done from our side to move the process along any faster. You can help speed the process by providing accurate information. Any mismatch of data will cause a rejection and delay. Each time we need to change information and re-submit the port request, it causes an additional delay.
- Be ready for the port.
If you make a port request, we assume you are ready to accept the ported numbers at any time. Although you can request to cancel a port, be aware that sometimes this is not possible, especially on short notice (less than 3 days). Any requests for us to move an already-assigned port date will only be honored on a "best effort" basis. You can manage your new DID(s) in your SIPStation account as soon as we confirm a port date. You will need to have your trunks and routes set up ahead of time in order to avoid downtime. Ports 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..." request.
- Communicate with us.
Sometimes we need more information from you in order to complete a port, so it's important that you are able to communicate with us. Check your e-mail's spam filter to ensure you are receiving messages from our support ticketing system. When you first create a number port request ticket, you can expect to receive a response within 3 business days. You can also view your ticket at http://support.sipstation.com by logging in and clicking "My Tickets." You should then be able to click on your port request ticket.
The support ticketing system is our primary way of communicating with you. If you need an additional person to be added as a CC to the ticket, please let us know. If we reach out to you multiple times with a question but don't receive an answer, your port request will be cancelled. We'll keep you updated throughout the porting process. Please feel free to reach out to us if you have any questions.
The fee for porting is $10 per number. Fees are charged to your SIPStation account after we receive a port date (Firm Order Commitment) from the losing carrier. If we are unable to port your numbers, no fee will be charged.
How to Create a Number Port Request
A "port request" is a request to move a telephone number or group of telephone numbers to SIPStation from another service provider. A single port request may contain multiple numbers as long as the numbers all belong to the same carrier and are not a mixture of local and toll-free.
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.
Port Request Do's and Dont's:
Following the tips below will speed the processing of your port request(s) and help us better serve you. We want your porting experience to be quick, easy, frustration-free, and successful. Please take time to organize your port request(s) as follows, in order to prevent delays and extra paperwork later:
- Please use one ticket for each port request.
Please do not submit multiple port requests in a single 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.
- 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, 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), 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 Letter of Authorization (LOA)
You will need to fill our our Letter of Authorization (LOA) to give us permission to port-in your numbers. All port requests must include an LOA. The LOA needs to be completely and accurately filled out, signed, and dated. Electronic signatures are acceptable. The date must be within the past 30 days. The document must be legible. Photos of the document generally are not acceptable. It is best to send us a PDF. We can also accept high-resolution scans in many formats (PDF, JPG, TIFF, PNG, etc.). Avoid taking cell phone pictures, using low-resolution faxing, etc. Please type or print neatly. Please be sure that the file you send to us isn't blank or missing a signature.
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.
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. If you are porting a large quantity of numbers (more than 45), please let us know, because we can help you by generating a multi-page pre-filled LOA that you will only need to sign and return.
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.