Overview
When transferring your numbers to 8×8, we send a port request to your current provider for their approval. The current provider will reject the request if the information submitted does not match their records. If your port request is rejected, we will let you know the reason the current provider gave for refusing to port the numbers. This article summarises the most common reasons for rejection when porting telephone numbers.
Applies To
Admin Console
When checking the status of the port, you see Failed
North America
USA
If you receive a rejection when porting USA numbers, we highly recommend contacting your current provider to request a Customer Service Record. The CSR should contain all the necessary information to transfer your numbers to a new provider.
Rejection Reason | Resolution |
|---|---|
Billing Telephone Number (BTN) Mismatch | Contact the current provider to verify the Billing telephone number then resubmit the request with the updated information. The billing telephone number is the primary phone number on your account and is always one of the numbers on your account. If you're only porting one number, try resubmitting with that number as the billing telephone number. |
Service Address Mismatch | Contact the current provider to verify the Service address and then resubmit the request with the correct address. |
Zip Code | Contact the current provider to verify the Service address and then resubmit the request with the correct address. |
Numbers Not Active | Your losing provider has let us know that the numbers are not in service and we can't port numbers that are canceled. Contact your former provider to resume service on the numbers then resubmit the request. |
Incorrect Company Name | Contact your former provider to verify the company name on file then resubmit the request with the updated information. |
Account Number / Pin Mismatch (Mobile) | The Account number and/or pin you provided does not match what the former provider has on file, please contact your former provider and then resubmit the request with the correct information. |
PIN Mismatch / Missing Pin (landline or VOIP) | Sometimes carriers put pin protection on their numbers, contact your former provider to get the pin then resubmit the request with the updated information. If you are unable to enter a pin during the resubmission, please then add the PIN along with the number(s) you wish to port to your existing porting case so that we can progress your number porting request. |
Special Features on Phone Numbers | Your provider will not transfer phone numbers that have special features attached to them. Call your provider and remove these services and then resubmit the request. Some common examples of special features are: Remote Call Forward (RCF), Hunting, Ring Mate, CustoPAK, Foreign Exchange, Distinctive Ring, Centerx service, ISDN. |
Incorrect Authorized Name | This occurs when transferring your number from a personal account. Contact your former provider to verify the Authorized name on file then resubmit the request with the updated information. |
Pending orders on the former provider | If you recently made changes to the account or ordered additional services, this will conflict with the order to transfer numbers (there can only be one order active). You will need to cancel or complete any pending orders on the former provider. |
EMEA
United Kingdom
Rejection Reason | Resolution |
|---|---|
Incorrect Carrier | Ask the current provider to confirm which network carrier hosts the telephone numbers to be ported. UK port requests must be submitted to the network carrier - which may not be the current provider that bills you for your service. |
Incorrect Line Type | UK telephone numbers can be ‘Single Lines’ or ‘Multi Lines’. Contact the current provider to confirm what line type your telephone numbers are. If ‘Multi Line’, then ask the current provider to confirm if there are any associated numbers. |
Incorrect Main Billing Number (MBN) | Ask the current provider to confirm the correct MBN for the telephone numbers to be ported. |
Incorrect Postcode | Ask the current provider to confirm the correct emergency service address for the telephone numbers to be ported. |