What is Number Porting?
Every number (DDI) is provided and serviced by a carrier (provider). Sometimes a client may wish to change carriers but keep the same number. In these situations, a Number Port is coordinated to move the number from one carrier (the “losing carrier”) to the other.
Please keep in mind there are different processes for Number Porting in the UK and the US. See below:
If you have any questions/concerns regarding Number Porting after reading this article, please raise a case via the Support tab in Platform.
Number Porting UK
Porting In
Numbers can in most cases be ported in to one of essensys voice providers.
To proceed with a port request, a ‘Letter of Authority’ needs to be completed, printed on a client's headed paper and signed by the client. The Letter of Authority is an industry standard form which contains the Losing Communications Provider (Occupier's current provider) and the Gaining Communications Provider (essensys provider). The Occupier will need to know their own provider and telephony set up to complete this form. We also ask for a copy of the full phone bill showing the address phone number and company name to ensure the details match.
Blank Letter of Authority can be found here. This is included to provide an example only as we must use the correct carrier form. This must be completed in full and printed on the client's headed paper. Once completed, you can send to service.delivery@essensys.tech.
You should also confirm at this time if any of the numbers will be used as a Main Number by the client, and if any other numbers on the client account should be removed following successful porting.
Once we have submitted the request, we should receive acceptance or rejection of the number porting order by the Losing Communications Provider within 10 working days. If it is a straight-forward port, the standard lead time is 19 working days, but thy can often take longer.
Once we have the porting accepted, we shall add the DDI(s) to essensys Platfom.
essensys will add a note to the case, advising that the numbers need to be activated on the essensys Platform and will provide a link to an article which will assist with this, in case you're unsure. It is crucial that this step is completed, or the numbers will not work once ported.
The number should cease with the Losing Provider on the day it ports over. If it is the only number on the account, the account should also cease. This does not always happen; therefore, we recommend the client contacts their provider to ensure their billing and account is correctly ceased AFTER the porting has taken place.
Please also note that if the client cancels their account before the number is ported over, then this could cause the porting to fail. If the client is tied into a fixed term contract with their current provider which goes beyond the porting date then they may be liable to pay a cancellation fee equivalent to the total amount of monthly charges to the end of their contract term.
Porting Out
Only clients who port numbers in to essensys can port them out.
All DDI’s assigned by essensys are part of a large DDI Block range assigned to an Operator and a Building. As these DDI’s are part of a large block range, they cannot be broken down into smaller ranges or single individual numbers to be ported away. This fractures the DDI Range, so is not allowed.
For clients who can port out their numbers, the process is led by the Gaining Provider. The client will sign a Letter of Authority and provide this to their new provider. The client may ask for details of their numbers, such as whom the Losing Communications Provider is, What address the numbers are registered to, and what the full DDI Range may be.
Once the client’s new provider has submitted the port request to the carrier, essensys will receive a “Leaving Notification”. This will detail the phone number(s) requested to leave, and the date/time they are requested to leave. essensys will issue this notification to the Operator to notify the numbers will be leaving. Operators will need to issue notification to the End-User to notify the numbers will be leaving, and give them an opportunity to reject the order if the port request is deemed unauthorised.
Be aware that a one of charge is required in some cases when Porting In or Out numbers, when contacting the Service Delivery team they'll confirm this cost further.
Number Porting US
Porting in and out
To port a number into or out of essensys Platform, navigate to the tenant who the number will be allocated to and add the “Port In a Number” or "Port Out a Number" depending on what you service you require against the Occupier.
A ticket will be auto-generated and an essensys engineer will follow up with you to gather the necessary details to complete the number port.
What information is needed for a number to be ported In?
The following information is needed to complete a number port (this information can be found on your latest phone bill, or can be provided to you from your carrier):
Authorized person on client's account
Billing telephone number
End user address
Company name
The numbers/DDI's to be ported
For each number you wish to port into essensys Platform, please provide its intended purpose/use (i.e., fax, main line, toll-free, etc). In the case of toll-free numbers, the base number must be provided. If you don't know or have this information, please follow up with the losing carrier, and they will be able to provide it to you.
Additional items that may be required after the initial submission:
CSR and/or invoice
LOA from Customer/Losing Carrier
Account Number
PIN
The numbers/DDI's to be ported
(When porting out a number, the PIN can be provided by our Support Team for your new carrier to process your request)
How long until the number is successfully ported?
There is a 12-21 business day lead time to successfully port a phone number. If all significant information is provided in advance, the porting process is more likely to be completed closer to the 12-business day time frame.
The porting numbers must remain active on the previous account until the number port completes.
When does the number get ported (into essensys Platform)?
Number ports typically take place after business hours to ensure service isn’t interrupted. If the customer has a desired maintenance window, please advise us so that we may be able to accommodate it.
If the gaining provider is asking for the Account PIN or the PIN provided was rejected, please speak to our Support Team.