To ensure the fastest and smoothest port possible, we ALWAYS recommend getting in touch with your service provider, and letting them know you will be porting out the number, before initiating a porting request with CloudTalk. Your current service provider will be able to inform you of all the important and necessary details regarding the number.
CloudTalk will supply a standard porting form called an LOA (Letter of Authorisation), which we will send to the current carrier to request the release of your number to us.
The LOA is how the losing carrier validates that request is coming from the genuine owner of the number, so the information submitted needs to match with the registration information they have regarding the number. If the information does not match, the carrier can refuse the port out request, and we will have to resubmit the request, which can significantly prolong the process.
We recommend verifying the following details with your current service provider:
If the number is portable: While CloudTalk might support porting your number IN, the current service provider or carrier might not allow porting OUT.
Underlying carrier or range holder - This is the true underlying operator of the number, and this is who we need to make the porting request to directly. If you are moving from another VoIP provider they will likely be using a different underlying operator.
Service address : The address that the current carrier has on record, connected to the number. This may be different from your company's billing address with the commercial service provider:
If you have multiple addresses, or have changed your address during your subscription, it may not have been updated with the carrier.
Resellers may have the number registered on their own service address, and do not update the service address with their carrier based on the end user.
Local site address may be needed, if your company is not in the same city as the number.
Authorised user : most providers will require the LOA to be signed by a specific user connected to the account where the number is hosted, like the main account holder or administrator.
Account number: your provider may have an unique account number for you which should be listed on the LOA
PIN code, migration code: Some providers will require a specific verification code or pin code in order to port out numbers. A few examples are:
USA wireless numbers will usually have a 4-digit PIN code
UK mobile numbers require a migration 'PAC code'
French mobile numbers will require a migration 'RIO code'
Italian numbers will each have an individual migration code
Czech Republic numbers will have an 'OKU' code
Other Reasons a Port can be Rejected
Signature on the LOA - typing your name into the signature line on the LOA template, will usually not be accepted by the losing carrier. Unless specified by CloudTalk's porting team, a 'wet signature' is not needed, but you should use a digital signature pad, or insert a digital signature into the form, for a recognisable "hand-made" signature.
Number on an active contract - Some service providers’ contracts do not allow phone numbers to be ported while a long-term contract is active. Customers should check with their provider to ensure they are not on an active contract that would not allow port out.
Number is inactive or unavailable - the customer must still have an active account with the losing provider / ownership of the numbers in order to port to a new provider. We can not make a request for a number you have owned in the past, if you no longer have an account where you own that number.
Number is part of a larger block- some numbers belong to a larger range and can only be ported as a whole block, and not individually. You can check with your service provider if your number is a "single number" or part of larger range that cannot be split.