Port Rejection Reasons

Pending Order

A pending order usually means there is a change request in your account. It could be something like an address or name change, or a change in the account package. When a change request is entered into an account it is processed as an order. 

If you have recently made any type of change to your account, it is possible the change is still in the pending order status. The number cannot be ported until the pending order has been completed.
 

LSP Freeze

An LSP freeze is a procedure that prevents a local exchange carrier from switching or taking the customers of another local exchange carrier without the customer’s expressed approval. The purpose of a freeze is to provide customers of a particular carrier with a level of assurance that their accounts will not be switched to another carrier without their knowledge. 

Freezes were developed in response to the deceptive practices or slamming used by certain carriers to attract new customers.
 

Incorrect BTN

The BTN (billing telephone number) is an active phone number on your account that is referenced when porting your numbers. The BTN could be one of the numbers you're porting, or it may be the first number established on the account. If we submit the port order to the carrier with the wrong BTN, it could be rejected and delayed. 

You can enter what you think is the BTN, or you may contact your current carrier and request they provide you with what they have on record as the Billing Telephone Number if you are not sure.
 

TN Disconnected or Inactive

The losing carrier has deactivated the number. You will need to contact the losing carrier to have the numbers reactivated. 

Only active telephone numbers assigned to end users can be ported.
 

TN Not Found on Account

One or more of the telephone numbers on the order is either disconnected or no longer part of the account with the losing carrier and end-user. 

You will need to contact your current carrier to resolve or provide a recent bill copy reflecting only the active numbers in the account. We can then initiate a dispute with the losing carrier.
 

Incorrect PIN or Passcode

Please provide the wireless account # and the account PIN # or the last 4 digits of the authorized account holder's SSN.
 

Partial Port

To resolve a partial port rejection, please determine whether to disconnect, port, or keep in service any remaining telephone numbers on the account. Once we have received your completed list of intentions for ALL numbers and services on the account, we will resubmit the port request to the donor carrier. 

Please note that some providers require that any phone numbers not porting away be disconnected when the port completes.
 

Address Mismatch

The information entered on your signed LOA form did not match the losing carrier's records. The port request will need to be canceled and resubmitted with the correct name and address. 

If your phone number(s) are Remote Call Forwarded or resold, please advise so that we can attempt to dispute the rejection.
 

Authorized Name Mismatch / Incorrect LOA signature

The signature on your signed LOA form did not match the donor carrier's records. Please contact your current provider to verify the correct authorized name on the account and return a new signed LOA. 

Some providers may allow you to have the person that signed the original LOA added to the account as a second authorized contact. Once we receive your updated LOA, we can resubmit the port request and obtain a new port date for you.