Port a Number

Porting transfers your existing phone number from your current provider to Tonet. Your customers keep calling the same number they already know - it just rings on your Tonet system instead.

What You'll Need

Before starting a port request, gather the following from your current provider:

• Authorized user or owner's name - The first and last name on the account
• Service address - The physical address on file with your current carrier (not your billing address unless they're the same)
• Letter of Authorization (LoA) - A signed form authorizing the transfer (see What is a LoA? below)
• Recent phone bill - A scanned or electronic copy of your most recent bill (within the last 30 days)
• Account PIN - Your account PIN with the current carrier (usually found on your bill)

How to Port

1. In your Dashboard, click on Support and select New Ticket
2. In the Ticket Type field, select Port Number
3. Fill out the Basic Information:
   • Your name and the service address on file with your current carrier
   • Your current service provider's name
   • All the numbers you want to port (the form supports up to 20 numbers)
   • Your account PIN with the current carrier
   • The emergency address you want associated with your number(s)
4. Upload your most recent phone bill (and CSR if you have one)
5. Sign the form and click Next to review
6. Double-check all information and view your signed LoA
7. Click Submit to finalize

Timeline

Porting a US phone number typically takes 1 to 4 weeks, depending on the type of number and the releasing carrier. Your existing number continues working with your current provider during the transition - there's no downtime.

After Submission

• View the status of your port request in Support > Tickets
• You'll receive a notification once the port is accepted and the number is transferred
• Once transferred, go to the Phones page to configure routing for your ported number

What is a LoA (Letter of Authorization)?

The Letter of Authorization is a form that authorizes the release of your phone number(s) from your current provider to Tonet. It must include:

• Your service address as your provider has it on file
• The phone number(s) being ported
• Your signature as the authorized user or account owner

The LoA is generated automatically when you submit a port request through the dashboard.

What is a CSR (Customer Service Record)?

A Customer Service Record is a document from your current carrier that shows exactly how your account and number(s) appear in their system. While your phone bill and CSR often contain the same information, they can differ - and mismatches between your LoA and the carrier's records are the most common reason port requests get rejected.

To get a CSR, contact your current carrier and ask specifically for the Customer Service Record (not just your billing records). You may need to ask for the carrier's Porting Team.

Common Rejection Reasons

Most numbers are portable, but port requests can be initially rejected by the current carrier. In almost all cases, you can resolve the issue and resubmit.

Unsatisfactory Business Relationship

This usually means you have an unpaid balance or the carrier charges a port-away fee. Resolution: Pay any outstanding balance or fees with your current carrier, then resubmit.

Name Mismatch / Address Mismatch / Data Mismatch

The information on your Letter of Authorization doesn't match what your carrier has on file. The authorized user name, service address, and zip code on the LoA must exactly match the carrier's Customer Service Record. Resolution: Obtain your CSR, correct the mismatched fields, and resubmit.

Number is Inactive

Your numbers must be active (in service) with the current carrier for the port to go through. Resolution: Contact your current carrier to reinstate the number before resubmitting.

Wrong Wireless Account PIN

Wireless number ports require the correct account PIN. Resolution: The PIN is sometimes the last four digits of the account holder's Social Security Number. Contact your carrier to confirm or reset your PIN.

Need help with porting? Contact us at support@tonet.ai or call (888) 836-3006.