Welcome to our complete guide to SIPStation number porting. We are glad that you are considering bringing your number(s) to SIPStation and we look forward to serving you. 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."
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.
Familiar with porting? You can download our Letter of Authorization (LOA) and submit it along with a copy of your bill at http://ussupport.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:
Other Porting Wikis:
General Porting Tips
- 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 business days. If you haven't received this response, please check your e-mail's spam filter. You can also find your ticket 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.
Please see the current SIPStation Rates (PDF).
See also the current SIPStation Terms of Service (PDF).
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 involve multiple numbers as long as they all belong to the same carrier and are not a mixture of local and toll-free numbers.
In order to create a port request, you will need to first gather some information. Then you'll fill out and 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.
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.
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.
- 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), 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. 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. 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.
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.
- Visit http://ussupport.sangoma.com and log in.
- Click on "Submit a Ticket."
- Select the "SIPStation Number Porting" category, then click "Next."
- Choose the SIPStation location to which you want the number(s) ported into. Your new ticket will become associated with your selected location. We will place the ported DIDs into that location.
- Fill out the Letter of Authorization (LOA) as described earlier in this wiki, and click "Yes" to indicate that you have completed the LOA.
- Enter a short, descriptive subject into the subject line. This can be anything you wish; however, it is most helpful to us if you identify your ticket as a port request and mention either a telephone number or the name of the company/individual. If you are creating multiple tickets, please use a different subject for each. Enter a message into the large field (it can be very short and basic, such as, "I would like to port this number"). It is helpful if you can tell us the name of your current service provider and any other extra details that may help us with the port.
- Upload your Letter of Authorization (LOA) to your ticket. Cick on "Add File," then click "Choose File" and select the appropriate file from your computer.
- Upload your bill copy to your ticket. If there is no bill associated with your phone number(s), please let us know in your message, and skip to the next step. Otherwise, please upload your bill copy by clicking "Add File" again, then clicking "Choose File" and selecting the appropriate file from your computer.
- Click the "Submit" button to send your port request ticket to us.
- The next screen will confirm that we have received your request. You will receive an e-mail confirming the creating of your ticket.
- You can expect to receive the following status updates:
- 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)