Phone numbers and porting
Why was my port request rejected and how do I fix it?
A port is rejected when the losing provider cannot match the request to its records. The usual causes are a business name or service address written differently from the bill, a wrong or missing account number, a missing port-out PIN, a signer who is not an authorized contact, or a number that is not actually on that account. Correct the detail and resubmit.
Step by step.
Read the rejection reason
The losing provider returns a short reason code. Your specialist translates it: name mismatch, address mismatch, account number, PIN, unauthorized signer or number not found.
Compare against the bill
Check the exact spelling and punctuation of the business name, the service address including suite number, and the account number as printed.
Get the PIN if required
Some providers require a port-out PIN or passcode. It is usually found in your online account or by calling the provider and asking for the porting PIN.
Confirm the signer
The authorization must be signed by someone the losing provider recognizes as an authorized contact. Add the signer to the account first if needed.
Resubmit
Your specialist resubmits with the corrected details. The validation clock restarts, so accuracy on the second attempt matters.
Common rejection reasons
- Name mismatch: "ABC Plumbing Ltd." on the bill versus "ABC Plumbing" on the request.
- Address mismatch: a different suite, a mailing address instead of the service address, or a recent move not updated with the provider.
- Account number: a customer number, invoice number or phone number entered instead of the account number.
- Missing PIN: the provider has a port-out PIN on the account that was not supplied.
- Unauthorized signer: an employee who is not on the account.
- Number not on account: the number belongs to a different account or a reseller.
- Pending order: another change on the account is blocking the port.
When the number is with a reseller
Some businesses buy phone service from a reseller who in turn uses a larger carrier. The port request has to go to the carrier that actually holds the number, and the account details must be the reseller's arrangement with that carrier, not your invoice from the reseller. The specialist can identify the underlying carrier and advise what the reseller needs to provide.
Preventing a second rejection
Ask your current provider to confirm the exact name, service address and account number they have on file, and whether a port-out PIN is set. Send that confirmation with the bill. Avoid making other changes on the old account, such as removing lines or changing the plan, until the port completes.
Nothing about the rejection affects your current service. The number keeps working with the losing provider while the request is corrected.
Related questions.
Does a rejection cost anything?
3CTel does not charge for resubmitting a corrected port request. The main cost is time, since the losing provider's validation starts again from the beginning. Providing accurate details from the bill up front is the simplest way to avoid a second round.
My provider says the number is not portable. Is that final?
Not always. Sometimes the claim reflects a contract or bundle rather than a technical limit. A specialist can check the number's rate centre and the actual carrier. If it is genuinely not portable, a new local number can be arranged and the old one forwarded temporarily.
Can I check the status of my port?
Yes. Your specialist tracks each request and tells you when it is accepted, when the port date is set and when it completes. If a rejection comes back, you are told the reason and what is needed.
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