Support Services - Number Porting FAQs

How do I port my number to your service?

You must have a Digium Cloud Services (DCS) account in order to port your numbers to us. Please contact Sales at (256) 428-6271 to get started or email customersuccess@sangoma.com.

How do I know if my telephone numbers are portable?

Digium Cloud Services can check their portability for you. Simply complete the web form with the name of the carrier from which you are porting and the numbers you would like to have ported.

My current provider says my numbers are portable, but you say they are not. Why?

Digium Cloud Services uses hosted providers to port in the telephone numbers, and the rate center (or prefix) the phone number belongs to is not serviced by our carriers. However, if this specific number is not needed, we can assign a new, similar phone number to you under our service.

Am I able to port my telephone number as fax or voice?

Digium Cloud Services can only port your telephone number as either fax or voice; it cannot be used as both.

How much does it cost to port my numbers to you?

You will be responsible to pay your current provider and DCS for service during the porting process. The fee to port your numbers varies depending on whether it is a local or toll-free number. Review pricing.

Where do I get my LOA form?

A completed Letter of Agency (LOA) is required by the carrier working with Digium Cloud Services (DCS). After an order is placed for a number port, DCS will contact you to complete the LOA.

What information needs to be on the LOA?

The LOA must contain the exact authorized name, billing telephone number, and service address that the current provider has on the Customer Service Record (CSR). If there is any error in the information, the request will be rejected and the number porting process will be delayed. To ensure the LOA contains the correct information, reference the most recent bill from the current carrier or contact the current carrier to verify account information or to request a CSR.

Do I have to provide a bill with my LOA?

Yes, please provide the most recent bill from the current carrier.

How will I know you received my porting forms?

Within 48 hours of receiving a faxed or emailed LOA, DCS will send an email confirmation. To check the status of a number porting order, respond to the Case that was opened to track the status. If the Case email is lost, complete this form.

How long will the porting process take?

Customers should expect to have their number porting completed within 2 to 4 weeks of submitting their request. Digium Cloud Services (DCS) will monitor the status of the port request and will send the customer an email as soon as the losing carrier has confirmed a scheduled port date. Please note, submitting incorrect or erroneous information could delay this process up to 8 weeks.

Can I expedite the number porting process?

Ports cannot be expedited. DCS works to port numbers as quickly as possible, but it can take 2 to 4 weeks for a port to complete. There are steps you can take to try and ensure an expedient port, these include:

• Fill out your LOA with all of the correct information and return it as quickly as possible.

• Contact your current carrier to verify your account information and that no pending orders are currently processing on your account.

• Provide DCS Porting with a direct contact name, number, and e-mail of a representative with your current carrier who will approve and assist in expediting your port. Please note most carriers will only assist in expediting a port if you currently have escalated phone issues that are disrupting your service.

What could delay the porting process?

The most important aspect of a port request is correct information. The LOA must contain the exact name, billing phone number, and service address that the current provider has on the CSR. If there is any error in the information, the request will be rejected and the number porting process will be delayed. There are other factors that may slow down the porting process, such as:

• The LOA and copy of the losing provider's bill are not dated within the last 30 days.

• A pending order on your account.

• The losing carrier is backlogged with port out orders.

How can I set up temporary numbers for forwarding?

Digium Cloud Services (DCS) will automatically assign temporary numbers for your carrier to forward to while waiting on your number(s) to be ported. DCS will bill for the use of these DID numbers. Once your porting is complete, DCS will deactivate the temporary numbers. If you would like to maintain these temporary DIDs, please contact DCS customer service by using this form before your port completes to request retaining temporary DIDs.

Can you contact my current carrier and forward my telephone numbers for me?

No, Digium Cloud Services does not have the authorization to make any changes to existing accounts with other carriers.

Will I have downtime during the port?

Digium Cloud Services strives to have zero downtime during your number porting. Temporary numbers are provided that will allow you to instruct your losing carrier to forward calls to you while awaiting the port.

Digium Cloud Services (DCS) will load the numbers into our system and assign them to your account before the port date. Please make sure the numbers to be ported are properly configured to point to the correct location, an employee, call queue, or an IVR, on or before the date of completion in order for them to work properly after the port.

You may also contact DCS with porting instructions for assigning your numbers.

What time of day will my numbers port?

All DCS incoming ports are completed by 7:00 pm EST.

How do I know the status of my port?

Digium Cloud Services (DCS) monitors the status of the port request and will send the customer an email as soon as the losing carrier has confirmed a scheduled port date. You may also request a port status update.

When is it okay to cancel service with my existing carrier?

Disconnected numbers cannot be ported, so it is imperative to wait until Digium Cloud Services has ported all telephone numbers before you cancel the existing service. We recommend waiting at least two days after porting has been completed before you contact the losing provider. While canceling service, please ensure the losing provider will be removing the ported telephone numbers from its database.

Can DCS cancel my service with the losing provider for me?

No, Digium Cloud Services (DCS) does not have authorization to make any changes to existing accounts with other carriers. After the phone numbers have been ported over, please contact your existing provider and cancel the service.

What do I do if my carriers released my numbers but I have not received notice from DCS?

If your carrier releases your numbers without advanced notice or you experience any problems with your number, please contact Digium Technical support as soon as possible at (877) 344-4861. Please remember if you cancel service before your number port is complete, then your losing carrier can release your numbers. After numbers are released, they CANNOT be ported.

Why has my port been rejected?

The current carrier may reject the request to port your telephone number because there was incorrect information on your request, a pending order on your account, or a feature removal needed. When a port request is rejected, DCS Porting sends you an email with the exact reason for rejection and information for how to resolve the issue with the current carrier. You must contact your existing provider to obtain the correct information or to resolve the issue. After the issue has been resolved, please let DCS know so we may resubmit the request for you.