What is number porting?
Porting transfers a phone number between service providers while retaining the same number. This lets you switch providers without changing your business phone numbers.How long does porting take?
| Number Type | Timeline |
|---|---|
| US/Canada local numbers | Up to 4 weeks |
| Toll-free numbers | Similar timeline |
| Project porting (100+ numbers) | May take longer; requires numbers from same carrier account |
What is an FOC (Firm Order Commitment) date?
The FOC date is the scheduled date when your number will officially transfer to Plivo. Once carriers agree on this date:- The number will port at 12:00 AM local time on the FOC date
- Brief service interruption (typically minutes) may occur during the switch
- The number becomes active on Plivo after porting completes
Can I use my phone number during the porting process?
Yes. Your number remains active with your current carrier throughout the porting process until the FOC date.- Continue using your number normally
- Do not cancel service with your current carrier
- Service transfers automatically on the FOC date
Is there a cost to port a number?
| Region | Port-In Cost |
|---|---|
| US & Canada | Free |
What numbers can be ported to Plivo?
- Most US and Canada numbers
- VoIP numbers (Google Voice, Skype, etc.)
- Numbers must be active with current carrier
What documents are required to port a number?
- Letter of Authorization (LOA): Signed by the authorized user/owner of the phone number
- Recent Bill: From current carrier showing the number(s)
LOA Templates
What is a CSR (Customer Service Record)?
A CSR is a document from your current carrier that contains the official account information on file. It includes:- Account holder name (exactly as registered)
- Service address
- Phone numbers on the account
- Account number and PIN (if applicable)
What are the port request statuses?
For step-by-step porting instructions, see Number Porting Guide.| Status | Description | Action |
|---|---|---|
| Submitted | Request received | Wait for carrier processing |
| Approved | Carrier accepted | FOC is assigned to the number |
| Completed | Successfully ported | Number is active on Plivo |
| Rejected | Request denied | Review rejection reason, resubmit |
How do I check the status of my port request?
- Navigate to Phone Numbers > Port Requests in console
- Find your port order by number or submission date
- View current status and any action items
- Port request is submitted
- Carrier approves or rejects the request
- FOC date is assigned
- Port completes successfully
What if my port request is rejected?
- Review the rejection reason in the console or email
- Correct the issue (usually LOA information mismatch)
- Update the port request with corrected information
Common Rejection Reasons
| Reason | Solution |
|---|---|
| Data mismatch | Update LOA to match carrier records exactly |
| Name mismatch | Verify name with current carrier |
| Address mismatch | Use address from carrier’s CSR |
| Unsatisfactory business relationship | Pay outstanding balance to current carrier |
| Number not portable | Contact Plivo support |
Can I expedite the porting process?
Plivo cannot expedite the process as it involves multiple carriers. You can request your current carrier to release the number, which may help speed things up.Why is my port taking longer than expected?
Common reasons for delays:| Reason | Description |
|---|---|
| Carrier backlog | High volume of port requests at the losing carrier |
| Information verification | Carrier validating account details |
| Multiple carriers involved | Number has been ported before, requiring coordination |
| Complex account | Business accounts or bundled services take longer |
- Ensure LOA information matches carrier records exactly
- Respond promptly to any action required notifications
- Keep your account in good standing with current carrier
What is project porting (bulk porting)?
Project porting is for transferring 100 or more numbers simultaneously. Requirements:- All numbers must be from the same carrier account
- Single LOA covering all numbers
- Numbers listed in a spreadsheet
- Contact Plivo Support to initiate project port
- Submit LOA and number list
- Plivo coordinates with carriers for bulk transfer
- Numbers port together on the assigned FOC date
Can I port toll-free numbers to Plivo?
Yes. US toll-free numbers (800, 888, 877, 866, 855, 844, 833) can be ported to Plivo. Requirements:- Signed LOA for toll-free numbers (different from local number LOA)
- Responsible Organization (RespOrg) information
- Number must be active with current carrier
How do I cancel a port request?
Before carrier acceptance:- Navigate to Port-In orders in console
- Select the order
- Click Cancel
How do I port numbers out of Plivo?
- Contact your new carrier and submit a port-in request with your Plivo number(s)
- New carrier validates and submits port-out request to Plivo’s carriers
- Plivo emails you to confirm the request
- You authorize or stop the transfer
- Number transfers on the FOC date
After Port-Out
- Number loses service with Plivo on FOC date
- Number is removed from your Plivo account
- If you don’t respond, Plivo automatically processes the port-out
What if a number was ported away without my authorization?
Contact Plivo Support immediately and provide:- Affected phone number(s)
- Reason for dispute
- Signed and dated LOA from the end user confirming intent to retain service
Dispute Timeline
- Disputes must be filed within 30 days
- Plivo works with carriers to retrieve the number
- Resolution time varies by carrier