Admin Console Porting Guides

Objective

Submit a port request through 8x8 Admin Console.

Applies To

Admin Console
Number Transfer

Procedure

If you have telephone numbers with another provider that you would like to move across to 8x8 you will need to place a port request, via 8x8 Admin Console, to initiate the number transfer process.

For details on how to submit a port request for US or Canadian numbers, click here.
For details on how to submit a port request for numbers in any other country, click here.

US & Canada Submission

Log in to Admin Console.
Click Phone Numbers.
Click Port Numbers.
This will take you to the Pre-check screen which ensures the following for the numbers that you are requesting to port:
- You are the owner of the numbers.
  - Confirm with your provider the service information on file to ensure you have the correct name of the Authorized/Billing User, the company name (if applicable) and the billing telephone number. If possible obtain a Customer Service Record (CSR) from your provider.
- You do not have DSL or special features such as Centerx, Distinctive Ringing, etc.
  - DSL and other special features often cause numbers to be delayed or rejected by your provider. We recommend that you cancel these services before you go on to the next step.
- Ensure you have enough licenses available to port numbers over, this can include numbers youve already claimed if youre replacing them as part of the port.
Click Continue.
Enter the Basic Information for this user.
- Authorized First Name and Last Name: This is the person listed as a contact on your former providers account who is allowed to make changes to this account.
- Company: This field is required for business locations, but you can leave it blank for residential locations.
- Address: Click New Address to add your contacts address.
  - Note: this can be found on your bill or, for US addresses, on your Customer Service Record (which can be provided on demand by your former provider). If your bill has both a billing address and a service address, input here the service address. For CA addresses ask the losing provider what they have on file and use that address ( sometimes they use a service address sometimes it can be the billing address)
  - When entering a new address:
    - Street number: Numbers only
    - Street name: Name of the street without ave, street, blvd, etc., and without any directional north, south, east, etc,
    - Street name suffix: Ave, street, blvd, etc.
    - Pre/Post directional: An address element that indicates geographic location such as N, S, E, W, NE, NW, SE, and SW that is placed to the left of (before) the street name, such as E HOOVER ST
    - Secondary location: Suite, unit, floor, etc.
    - Unit/other: The floor or unit number depending on the secondary location type (2a, 9, etc.)
Click Continue.
Select a Service Provider and enter the Billing Telephone Number for your account with that provider.
Enter the phone numbers that you wish to port, including area and country code, then click Enter to add this number to the field. Repeat this step for as many service providers as you need.
- If any of the information on the address or authorized user differs between service providers, you will need to submit a new port starting from step 3 for each service provider.
Select a Preferred Porting Date. This is the earliest that you would like to see the phone numbers port. We will request that the numbers transfer over on this date but we cannot guarantee that the number will port on the selected date.
Note: When you enter a cell phone number to port, you will need to enter your account number and PIN in the Wireless Numbers section. You can usually find your account number in the top corner of your bill or invoice. Your PIN is given to you by your former provider and is usually pre-selected. Click the toggle to use the same account number and PIN for all wireless phones.

During the porting process the system will allocate temporary numbers for each number that you are porting. The temporary number will be chosen from our pool of numbers. Alternatively you can choose to manually specify the temporary number to be used during the porting process, in which case you will have to select the temporary numbers from your existing numbers inventory.
Click Continue. Note; You will need CA licence and CA temp for CA ports and US licence and US temp for US ports you can not internchange them
Read the Letter of Authorization and check the box at the end of the article to state that you agree to this letter. In this letter you will receive a confirmation of the following:
- Number(s) you are transferring to 8x8
- Number Type: This indicates whether this is a Standard number or a Toll Free Number
- Service Provider
- Service Location Address: (This is the address of your former service provider.)
Check the box that says I agree.
Click I agree at the bottom of the page.
Enter the emails of anyone you would like to receive notifications about the porting process.
Click Continue.

You will receive a confirmation message that states "Congratulations! Your request has been submitted successfully." This confirmation screen will also have a copy of your Letter of Authorization that you can print for your records. You have a list of temporary numbers for the numbers that you selected to transfer. You will receive email status updates about your port request.

US Toll-Free Numbers

In addition to providing the Service Information on the port request, Toll-Free porting requests require the following to be attached during the port:

Copy of Bill dated within the last 30 days and lists the TF number, Company Name, and Billing Address.
A signed copy of the Toll-Free Letter of Authorization.

Global Submission

Important Note

If you are raising a port request for numbers outside the US, Canada, the UK you will first need existing phone numbers for the relevant country on your 8x8 account. For example, if you need to port 5x Spanish numbers you will first need 5x existing Spanish numbers on your 8x8 account which can be replaced when the port completes.

If you need extra phone numbers in order to create your port request, raise a case with our technical support team who will let you know the steps involved in claiming new phone numbers for the country in question.

When raising your case, select Case Type: Service Request and Category: Administration / Provisioning.

Log in to 8x8 Admin Console.
Click Phone Numbers.
Click Port Phone Numbers.
Pre Check
1. Confirm you are the owner of the numbers to be ported.
2. Confirm there are no special features/services linked to the numbers you are looking to port (such as broadband or security lines).
3. Click Continue.
Basic Information
1. Enter the Authorised First and Last Name. (This should be the same individual within the organisation who is responsible for signing off the porting documentation later in the process).
2. Enter the Company name. (This should be the business name as held on the records of the current provider).
3. Enter the Address. (This should be the 999 emergency service address held on the records of the current provider).
4. Click Continue.
Select Numbers
1. Select the Service Provider. (This should be the current provider. If the correct provider is not present in the dropdown select Other and manually enter the provider name).
2. Enter the Billing Telephone Number. (This should be the Main Billing Number which the current provider holds for the numbers to be ported. If the current provider host your numbers with a separate carrier then you may need to ask them to liaise with that carrier to confirm the information).
3. Enter the Phone Numbers to Port. (If you have multiple providers, addresses, or main billing numbers then multiple port requests would need to be submitted. You can use the Add New Service Provider option to submit multiple requests).
4. If you would like the porting numbers to replace existing numbers on your 8x8 account, select the Manually assign temporary numbers option. This will allow you to select, on the next page, which temporary numbers will be replaced when the port completes.
5. If porting outside the US, Canada & UK: You must use the Manually assign temporary numbers option to select existing numbers on your account to be replaced. If you do not have enough existing phone numbers for the relevant country you will need to raise a case with our technical support team to claim new numbers.
6. Select the Preferred Porting Date. (This is the earliest date that you would like the phone numbers to port. We will target this date if possible or, if the date is unachievable, we will aim for the earliest available date).
Manually Assign Temporary Numbers
1. For each Porting Number, select a Temporary Number from the dropdown. If you know the number you wish to use then you can search it in the dropdown to filter the list of numbers.
Confirmation
1. This is your final opportunity to check that the information provided is correct. If you need to amend any of the previous sections, then click the titles on the left hand side to move back to a previous page.
2. Once the details are all correct click Continue.
3. Enter the email addresses which you would like to be notified of any updates on the port request(s), and then click Continue to complete the Admin Console port request process.
Acknowledgement from the 8x8 Number Porting Team
1. Once your request has been submitted you will receive an email confirming your Case Number in the following format: C1234567.
2. The email will also ask you to complete the relevant porting documentation, which can be found in Documentation: Number Porting LOAs, and upload it to your case via the 8x8 Support Portal.

Objective

Claim phone numbers in Admin Console.

Applies To

Admin Console
Phone Numbers

Procedure

In Admin Console, you need to claim a registered 8x8 phone number in order to assign it to a user.

Log in to Admin Console.
Select Phone Numbers.
To add a new phone number, select Claim Phone Number.
Select the Country and the Number Type for the phone number you wish to claim. The Number Type field allows you to choose whether this number will be a Toll-Free number or a Regular number, depending on the service of your plan. You can see how many available Regular and Toll-Free numbers you have at the top of the Claim Phone Numbers screen.
You can then filter by Number or by Location. Filtering by number allows you to search for any phone number that Starts with, Ends with, or Contains your desired string of numbers. To filter by Location, select your location from the drop-down. Click Search to bring up any available phone numbers that match your search parameters.
Your search results will show up under the Search button. Check the box next to the number that you want to claim. The Number Type is listed to the right of each number.
Click Claim Phone Numbers.
Once you complete these steps, you will receive a message confirming that your phone number is claimed.

Filtering Phone Numbers

You can filter numbers by Availability, Porting Status, and Number Type.

Availability

You can filter phone numbers by their status as Assigned and Available.

Assigned numbers are phone numbers that are already assigned to users.
Available numbers are phone numbers that can be assigned out.

Porting Status

This filter allows you to see the porting progress of numbers you are porting into your 8x8 service.

Porting Complete shows phone numbers that have successfully ported to your account.
Porting Pending shows phone numbers that are currently in the process of being ported to your account.
Porting Failed shows phone numbers that have not ported correctly to your account.
Pre-Porting shows phone numbers that have been added in bulk to your account and flagged for porting.

Number Type

This filter allows you to see phone numbers depending on whether they are listed as Toll-Free numbers or Regular numbers (i.e., phone numbers that are not listed as Toll-Free numbers). You are only able to view Toll-Free numbers if they are part of your service plan.

No Numbers Available

If you search for telephone numbers to claim in a particular country, and there are none available, then you will see a message that reads, "Sorry! None of the Phone numbers matched this search." In the example below, we have 46 spare French licenses but there are 0 French telephone numbers available to claim.

In this case, create a case with 8x8 Support and let us know the following:

Which country do you need numbers for?
What is your local business address in this country?
What type of numbers do you need? (Geographic / Toll Free)
How many numbers do you need?

This information will then be passed to our Global Number Provisioning team, and we'll let you know if we need any additional information or documentation from you to proceed with obtaining the required numbers.

Objective

Return a number that has already been claimed in Admin Console.

Applies To

Admin Console
Phone Numbers

Procedure

Log in to Admin Console.
Click Phone Numbers.
Before you can return the number, be sure that Number Status column is listed as Available.
- If the Assigned To column has a user, ring group, auto attendant, or call queue listed, the number is assigned to a location. The current location must be removed before returning the number.
Once you have verified the number is Available, you can click on the More menu (3 dots) and select Return number to 8x8.
1. When returning multiple numbers, you can check the box directly to the left of the numbers you wish to return.
2. Once all of the numbesr have been selected, click on the Return numbers to 8x8 button in the upper right.
A dialog box will appear asking, "Are you sure?" Click Continue to complete the process and return the number(s) to 8x8.

The number will now return to the 8x8 number pool and you can now select a brand new number. Once the number is returned, you can still recover the number within 90 days, if you change your mind.

Additional Information

See Claim Phone Numbers in 8x8 Admin Console.

Objective

Return 8x8 phone numbers in Admin Console to 8x8 when cancelling 8x8 phone numbers.

Applies To

8x8 Admin Console
Phone Numbers

Procedure

Log in to 8x8 Admin Console.
Click Phone Numbers.
Set the following filters: Available, Regular, and Claim.
Choose the numbers you want to return and then click Return numbers to 8x8.

Additional Information

You may also return the ported out numbers in case they are of no use for you anymore.

Symptom

When submitting a porting request, you receive an error.

Applies To

Porting
Admin Console

Troubleshooting Steps

When placing a port request via 8x8 Admin Console you may encounter an error which prevents you from submitting your request, or you may submit your request and be presented with the error message shown below.

Here you can find more details on the potential errors and the next steps available to you.

Blank Screen

If the page goes blank during the submission of your port request, try the following.

Reload the page.
Restart the port request process as normal.
When when you get to the phone numbers to port:
- Avoid using the Tab key to separate telephone numbers.
- If you are copying from an Excel CSV or Spreadsheet try pasting the numbers to an alternative notepad application, then copy the numbers from the notepad to the Phone Numbers to Port section.

Field Exceeds The Max

If you receive the error message Field Exceeds The Max Allowed Characters: 5 or 10 then there is likely to be an issue with the ZIP code/postcode you have used.

To resolve this issue we would recommend you make a change in Step 2 - Basic information. Rather than selecting an existing address from the dropdown menu, try selecting New Address and entering the address manually.

Also for the address section Unit/Other make sure that the limit of 10 characters is taken into account as this can also cause the request to fail. For example:

"Second floor"→ porting failed

"2nd floor" → porting pending (succeeded)

Insufficient Licenses

If your telephone numbers turn red in the Phone Numbers to Port section - hover over the number(s) to see the error.
If the error message shows Not enough licenses available then you would need to purchase more of the relevant 8x8 licenses. The error message will show which license type you need.

In the below example, the error shows that Regular French licenses are needed.

Insufficient Temporary Numbers

Every 8x8 port request requires temporary numbers so that you can assign & configure the porting numbers in advance of the port date. On the port date the temporary numbers will be replaced by the porting numbers.

If you submit your port request, and see the error screen below, with the message Failed to find a matching temporary phone number, then there are no spare telephone numbers in our number pool which match the numbers you need to port. Temporary numbers must belong to the same country & number type (Geographic / Toll Free) as the porting numbers.

If you receive this error then you have two options:

Option One - Claim new numbers to use as temporary numbers. For information on how to claim new telephone numbers, when there are none readily available in Admin Console, see Claim Phone Numbers in 8x8 Admin Console.

Option Two - Use existing telephone numbers on your 8x8 account as temporary numbers. This can be done by selecting the Manually assign temporary numbers option after entering your Phone Numbers to Port (see below).

Invalid Value Field

If when you submit your port request you receive the error message Porting failed: Invalid value Field then there is likely to be an issue with the address you have used.

Missing Mandatory Field

If when you submit your port request you receive the error message Failure Reason: Missing mandatory field then there is likely to be an issue with the address you have used.

Not Portable

If when you add the Phone Numbers to Port any of the numbers turn red and you see the message below, then the number in question cannot be ported to 8x8. This may be because there is a typo in the number you have submitted, or that 8x8 does not support the country/type of the number you have entered. (For example, in the UK 8x8 can support 01, 02, 03, 08 numbers - but 07 mobile numbers are not supported).

Additional Steps

If the steps above have not solved the issue, also try the following:

Submit smaller orders
- If you are trying to submit more than 300 telephone numbers, try submitting your request in smaller batches.
- For example, if trying to submit 900 telephone numbers try submitting 3x orders with 300 numbers each.
Check the area codes
- If you are trying to port telephone numbers with different area codes then submit one order for each area code.
- For example, if trying to port numbers beginning +1 212 and +1 408, then submit a separate request for each prefix.
Check the current providers
- If your telephone numbers currently belong to multiple service providers then multiple port orders are needed.
Check the address & country
- You must provide an address within the country for the telephone numbers you are porting.
- If you are porting in multiple countries, separate port requests will be needed for each country.

Documentation

Porting Documentation

Porting a telephone number to 8x8 will always require a request to be sent to the current service provider for approval. This request can only be sent once the correct porting documentation has been provided to 8x8. Each country will require different paperwork to be completed; most will require a Letter of Authority or LOA, and some countries will require additional documentation.

If you are porting numbers to 8x8, find below the country in which you are porting to see the required documentation.

United States
What type of number(s) are you porting?	Paperwork Required?
Local	LOA Template - United States (Local)
Toll Free	LOA Template - United States (Toll Free)
Canada
What type of number(s) are you porting?	Paperwork Required?
Local	LOA Template - Canada (Local)
Toll Free	LOA Template - Canada (Toll Free)
United Kingdom
What type of number(s) are you porting?	Paperwork Required?
All (Geographic/National/Toll Free)	LOA Template - United Kingdom
Notes	Consider the below when completing your UK LOA to minimise delays: A valid electronic/physical signature must be added to every page. At least one main billing number (MBN) must be specified. The 'Site Address to register' should match your existing carrier's records. Sequential telephone numbers can be listed in range format: i.e., 02080123450 - 02080123453 rather than: 02080123450, 02080123451, 02080123452, 02080123453 Account Number is required if porting Non-Geographic (03, 08) numbers. Enter signature date in UK format - DD/MM/YYYY.
Important: This UK documentation is only valid for telephone numbers in the mainland United Kingdom of Great Britain & Northern Ireland. (Telephone numbers in the Channel Islands are not portable to 8x8).

Global Numbers

Before submitting a port request via 8x8 Admin Console for numbers outside the US, Canada or the UK, you will first need to ensure you have a matching amount of existing telephone numbers for the relevant country on your 8x8 account.

If you need to acquire additional international numbers, raise a case with our technical support team.

Anguilla
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Antigua and Barbuda
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Australia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Australia
Toll Free	LOA Template - Australia
Austria
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Austria (Geo or TF) LOA Guide - Austria (Geo or TF) (For reference only. Not to be completed) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free	LOA Template - Austria (Geo or TF) LOA Guide - Austria (Geo or TF) (For reference only. Not to be completed)
National	LOA Template - Austria (National) LOA Guide - Austria (National) (For reference only. Not to be completed)
Barbados
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Belgium
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Belgium (Dutch) OR LOA Template - Belgium (French)
Toll Free	LOA Template - Belgium (Dutch) OR LOA Template - Belgium (French)
Bermuda
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Boznia and Herzegovina
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Brazil
What type of number(s) are you porting?	Paperwork Required?
Geographic	Name/Company Name Contact Email Contact Phone Number CNPJ/TAX ID Domestic Address Latest Invoice from the current provider Once this information is verified a Letter of Authority will be provided for signature.
Toll Free	Name/Company Name Contact Email Contact Phone Number CNPJ/TAX ID Domestic Address Copy of latest invoice from current provider Once this information is verified a Letter of Authority will be provided for signature.
Brunei
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Bulgaria
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Croatia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Croatia (Voxbone) LOA Guide - Croatia (Voxbone) (For reference only. Not to be completed)
Toll Free	LOA Template - Croatia (Voxbone) LOA Guide - Croatia (Voxbone) (For reference only. Not to be completed)
Cyprus
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Cyprus (Voxbone) Copy of latest invoice from current provider Copy of legal representative's photo ID
Toll Free	LOA Template - Cyprus (Voxbone) Copy of latest invoice from current provider Copy of legal representative's photo ID
Czechia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Czechia (Voxbone) Copy of latest invoice from current provider
Toll Free	LOA Template - Czechia (Voxbone) Copy of latest invoice from current provider
Denmark
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Denmark (Colt) LOA Guide - Denmark (Colt) (For reference only. Not to be completed)
Toll Free	LOA Template - Denmark (Colt) LOA Guide - Denmark (Colt) (For reference only. Not to be completed)
Dominican Republic
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Dominican Republic
Estonia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Estonia (Voxbone) LOA Guide - Estonia (Voxbone) (For reference only. Not to be completed)
Toll Free	LOA Template - Estonia (Voxbone) LOA Guide - Estonia (Voxbone) (For reference only. Not to be completed)
Finland
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Finland Geos (Orange)
Toll Free	LOA Template - Finland NonGeo (Orange)
National	LOA Template - Finland Nationals (Voxbone) Copy of latest invoice from current provider
France
What type of number(s) are you porting?	Paperwork Required?
Geographic (port)	LOA Template - France Geo-Port (Orange) (Porting) To be used if the existing French carrier is not* Orange* LOA Guide - France Geo-Port (Orange) (For reference only. Not to be completed)
Geographic (migration)	LOA Template - France Geo-Migration (Orange) (Migrating) To be used if the existing French carrier is Orange
Toll Free	LOA Template - France Toll Free (Orange)
Germany
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Germany Geos (Colt) Both a signature & company stamp are required. If no company stamp is available, sign and add the name and job title of the signatory in the 'Unterschrift' section). LOA Guide - Germany Geos (Colt) (For reference only. Not to be completed) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free	LOA Template - Germany NonGeo (Colt) Copy of Zuteilungbescheid (allocation letter from German regulator) LOA Guide - Germany NonGeo (Colt) (For reference only. Not to be completed)
National	LOA Template - Germany NonGeo (Colt) LOA Guide - Germany NonGeo (Colt) (For reference only. Not to be completed)
Greece
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Greece (Voxbone) Copy of latest invoice from the current provider Copy of legal representative's photo ID Copy of Certificate of Incorporation / Company Registration Certificate
Toll Free	LOA Template - Greece (Voxbone) Copy of latest invoice from the current provider Copy of legal representative's photo ID Copy of Certificate of Incorporation / Company Registration Certificate
Hong Kong
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Hong Kong
Toll Free	LOA Template - Hong Kong TollFree (For porting from PCCW only)
Hungary
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Hungary (Voxbone) Copy of latest invoice from the current provider
Toll Free	LOA Template - Hungary (Voxbone) Copy of latest invoice from the current provider
Ireland
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Ireland (Viatel)
Toll Free	LOA Template - Ireland (Viatel)
Israel
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Israel Geo (Voxbone) Copy of latest invoice from the current provider Copy of legal representative's photo ID Subscriber Letter - Israel VAT number Proof of address (i.e., Business Registration, Residence Permit or Government Issued Documents within 12 months OR Utility Bill within 3 months OR active lease agreement.)
Toll Free	LOA Template - Israel Toll Free (BICS)
National	LOA Template - Israel National (Voxbone) Copy of latest invoice from the current provider Copy of legal representative's photo ID
Italy
What type of number(s) are you porting?	Paperwork Required?
Geographic (+39 0)	LOA Template - Italy Geo (Colt) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free (+39 8)	LOA Template - Italy NonGeo (Orange)
Latvia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Latvia (Voxbone)
Toll Free	LOA Template - Latvia (Voxbone)
Lithuania
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Lithuania (Voxbone) Copy of latest invoice from the current provider
Toll Free	LOA Template - Lithuania (Voxbone) Copy of latest invoice from the current provider
Luxembourg
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Luxembourg Geo (Orange)
Toll Free	LOA Template - Luxembourg NonGeo (Orange)
Mexico
What type of number(s) are you porting?	Paperwork Required?
Geographic	Copy of latest invoice from the current provider Copy of legal representative's photo ID (If the representative is not Mexican, must be passport or a Mexican visa) Plus, one of the following: Copy of certificate of incorporation Copy of the Legal Representative’s Power of Attorney (which must include powers for acts of administration or domain) Once this information is verified a Letter of Authority will be provided for signature.
Toll Free	Copy of latest invoice from the current provider Copy of legal representative's photo ID (If the representative is not Mexican, must be passport or a Mexican visa) Plus, one of the following: Copy of certificate of incorporation Copy of the Legal Representative’s Power of Attorney (which must include powers for acts of administration or domain) Once this information is verified a Letter of Authority will be provided for signature.
Netherlands
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Netherlands (Colt) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free	LOA Template - Netherlands (Colt) Copy of ACM Letter (allocation letter from Dutch regulator)
New Zealand
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - New Zealand (8x8)
Toll Free	LOA Template - New Zealand (8x8)
Norway
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Norway Geo (Orange)
Toll Free	LOA Template - Norway NonGeo (Orange)
Panama
What type of number(s) are you porting?	Paperwork Required?
Geographic	Copy of latest invoice from the current provider Copy of legal representative's photo ID Proof of payment of the last invoice Public Registry Certificate Once this information is verified a Letter of Authority will be provided for signature.
Toll Free	Copy of latest invoice from the current provider Copy of legal representative's photo ID Proof of payment of the last invoice Public Registry Certificate Once this information is verified a Letter of Authority will be provided for signature.
Peru
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Peru (Convergia) Copy of latest invoice from the current provider Copy of legal representative's photo ID Validity of powers with issuance date of no more than 1 month Legal proof of authorisation to sign the termination document
Toll Free	LOA Template - Peru (Convergia) Copy of latest invoice from the current provider Copy of legal representative's photo ID Validity of powers with issuance date of no more than 1 month Legal proof of authorisation to sign the termination document
Poland
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Poland Geo (BICS) Copy of latest invoice from the current provider Copy of business registration document
Portugal
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Portugal (Orange)
Toll Free	LOA Template - Portugal (Orange)
Puerto Rico
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Puerto Rico (Voxbone)
Toll Free	LOA Template - Puerto Rico (Voxbone)
Romania
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Romania (Voxbone) Copy of latest invoice from the current provider Copy of legal representative's photo ID LOA Guide - Romania (Voxbone) (For reference only. Not to be completed)
Singapore
What type of number(s) are you porting?	Paperwork Required?
Geographic	Number Portability Form – Singapore Number Porting Authorisation Letter - Singapore Authorization Letter to Terminate the Tagged Numbers - Singapore ACRA dated within 6 months
Slovakia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Slovakia (Voxbone)
Toll Free	LOA Template - Slovakia (Voxbone)
Slovenia
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Slovenia (Voxbone) LOA Guide - Slovenia (Voxbone) (For reference only. Not to be completed)
Toll Free	LOA Template - Slovenia (Voxbone) LOA Guide - Slovenia (Voxbone) (For reference only. Not to be completed)
South Africa
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - South Africa (Telserv) Copy of latest invoice from the current provider Copy of legal representative's photo ID Copy of business registration document Proof of address (i.e., Utility Bill)
Spain
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Spain (Colt) LOA Guide - Spain (Colt) (For reference only. Not to be completed) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free	LOA Template - Spain (Colt) LOA Guide - Spain (Colt) (For reference only. Not to be completed)
Sweden
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Sweden (Colt) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free	LOA Template - Sweden NonGeo (Orange)
Switzerland
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Switzerland (Colt) French OR LOA Template - Switzerland (Colt) German OR LOA Template - Switzerland (Colt) Italian LOA Guide - Switzerland (Colt) (For reference only. Not to be completed) Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area.
Toll Free	LOA Template - Switzerland (Colt) French OR LOA Template - Switzerland (Colt) German OR LOA Template - Switzerland (Colt) Italian LOA Guide - Switzerland (Colt) (For reference only. Not to be completed) Note: A Swiss toll free number can only be ported if you are the allocated owner of the number on the Swiss regulator's records. To check if the number is allocated to your business, use the regulator's online tool. If the number is not allocated to you, liaise with your current provider, and the Swiss regulator, to arrange for the number to be reallocated.
Trinidad & Tobago
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
Turkey
What type of number(s) are you porting?	Paperwork Required?
Geographic	LOA Template - Turkey (Voxbone) LOA Guide - Turkey (Voxbone) (For reference only. Not to be completed) Copy of the latest invoice from the current provider Copy of legal representative's photo ID Copy of Certificate of Incorporation / Company Registration Certificate Copy of the registration at the tax office Note: Due to domestic regulations, Geographic telephone numbers in this country must be registered to an address in the corresponding local area. Additional fields such as MERSiS number, Mother's first name and Father's first name of the authorised company representative are also required. This must be provided for validation before activating the number.
Ukraine
What type of number(s) are you porting?	Paperwork Required?
Toll Free	LOA Template - International Toll Free Service
United Kingdom
What type of number(s) are you porting?	Paperwork Required?
Geographic (01, 02)	LOA Template - UK (8x8)
Toll Free (0800)	LOA Template - UK (8x8)
National (03, 084, 087)	LOA Template - UK (8x8)

8x8 Number Porting

When you start using the 8x8 platform you may want to bring telephone numbers with you from your previous service provider. This article outlines the basic steps involved in porting a telephone number from another provider to 8x8.

Basic Stages

These are the five basic phases of the number porting process.

Stage	Details
Preparation	Confirm the numbers to be ported and the data your current provider has on record. These are a few of the key details which will always be needed to initiate a port request: Ensure all numbers you want to port are active Current provider name Billing Telephone Number / Main Number(s) Company name Registered address
Submission	Submit your request on the 8x8 platform, along with any required documentation. 1. Access your 8x8 Admin Console and submit the port request. 2. Complete the porting documentation and send it to 8x8.
Validation	Wait for your request to be accepted/rejected based on the information provided. Revised information will need to be submitted if a rejection is received.
Acceptance	Once accepted your port will be scheduled for a future date. Make sure to configure the numbers on your 8x8 account in advance of the port date.
Day Of Port	Expect email contact from 8x8 to provide updates on your port, and to confirm when the process is complete.

Important Terms

When porting your numbers there are some abbreviations & terms which may be helpful to know:

Porting/Permanent number - A telephone number which you are transferring to 8x8.
Temporary number - A new 8x8 telephone number which will be replaced by the porting number.
- Temporary numbers can be used to set up and test the users or services on your 8x8 account before the port completes.
LOA - Letter of Authority.
- All porting will require you to complete a document allowing 8x8 to send a request to your current provider.
BTN - Billing Telephone Number
- The main number on your account. If you're not certain what this is, make sure to contact your current provider.
CSR - Customer Service Record, obtained from your former provider.
Transfer date - This is the date that your numbers are scheduled to be transferred.

Detailed Stages

Preparation

Before you submit your number transfer request it's important that you're ready. We highly recommend that you only submit your request when you are confident that all the relevant users & services are ready to move to the 8x8 platform.

To prepare for the submission you will need to confirm the list of numbers to be ported, but also what information is associated with these numbers on your current provider's records. The information required for number porting varies between countries and different types of numbers, but there are a few key details which will always be needed:

Current provider name
Billing Telephone Number / Main Number(s)
Registered company name
Registered address
Ensure all numbers are active with the current provider

Make sure to check these for all the numbers you are looking to port, as the details may differ from number to number.

US - Service providers in the US use the Customer Service Record (CSR) process to ensure that you as the end user can obtain the information you need to port out your numbers. When preparing to port in the US, ask your current provider for a CSR. This will have all the information needed to port, and is important to have on hand to prevent delays in the process. It can also be helpful to have the most recent copy of the bill from your current provider.

Global - In other countries, the process is less defined. To obtain the relevant information you will need to ask your current provider for the exact details you would like. In addition to the four points listed above, it is also valuable to check the existing carrier for your telephone numbers. Often you will be billed by a service provider, such as 8x8, but there will also be a carrier, such as Orange, who are routing the calls to and from the 8x8 platform. In most countries your port request will need to be sent directly to the 'carrier' so checking this information will help to get your request accepted.

Submission

Before you start the transfer of your numbers we recommend that you claim temporary numbers from the 8x8 pool to set up your users & services in advance and test that they are configured correctly.

When you have the numbers, and associated information, you are ready to submit your request. This step is completed within the 8x8 platform, via your Admin Console. For guidance on how to do this, see Submit a Port Request in Admin Console.

Note that if you have purchased dedicated support for your 8x8 deployment then this Admin Console step may be handled by an 8x8 engineer on your behalf.

Once your request is submitted via Admin Console, a Number Transfer Request case will be generated and you will receive an email with a case reference, in the format: C1234567. You can access your case via the My 8x8 Support Portal, to upload any required documentation for your port request. For the number porting documentation requirements in each country, see Documentation: Number Porting LOAs.

US - For most requests you can sign off the required documentation electronically within the Admin Console submission process, so no further action is needed. We will reach out to you if we need any additional details or paperwork.

Note: If you are porting large quantities of numbers simultaneously we may also require you to purchase our managed porting service in order to allow us to coordinate the requests.

Global - After submitting your request in Admin Console, we will also need you to provide us with the correct documentation before we can send your request to the current provider.

Validation

Once your request has been sent to the current provider they will check that the information provided matches what they have on record. This process typically takes up to 5 business days for most orders but can vary depending on the volume, number type, and country. Once we hear back from the current provider we will receive either an acceptance or rejection.

Accepted

Congratulations! Your current provider has agreed that the request matches their records and the numbers are scheduled to move to 8x8. We will email you to confirm the port date and any other helpful information.

Rejected

Sorry! Your current provider has rejected the port request. This is typically due to the information submitted on the request. We will send you an email to let you know the rejection reason and what needs to be corrected to fix it. Most rejections will need you to contact your current provider to understand what needs to be submitted next time to achieve an acceptance.

Acceptance

Once your port request has been accepted and scheduled, we would recommend again to check the configuration of your 8x8 account. This includes making sure that: users are setup, phones are activated, any auto-attendants and ring groups are set up, and any network concerns have been addressed. Once you're all set with that, you can get ready for the switch to the 8x8 platform. There are two different approaches to going live on the 8x8 platform:

Hard Cutover - You wait to set up any of the 8x8 phones until the day of the port.

Pros:
- No need to worry about managing two phone systems at the same time.
Cons:
- Increased work on the day of port.
- Configuration issues identified on the day of port will result in downtime whist you correct the relevant user/service.

Soft Cutover - You forward calls from your current provider to 8x8 whilst you await completion of your port.

Pros:
- You can start using 8x8 before your numbers port.
- Minimal work on the day of port.
- Configuration issues are identified, and can be addressed, before porting your numbers.
Cons:
- Outbound calls will show your temporary 8x8 numbers, until the port completes.
- Your current provider may not support call forwarding.

Day of Port

The day of port can often be nerve-wracking, so let's go through what to expect.

Timing

The time of day that your port will take place will depend on a variety of factors. To learn more about what time of day your numbers will port, see What time will my numbers port to 8x8?

Port Completion

Once your numbers have ported over to 8x8, we'll send you an email to notify you that the numbers have ported in. The temporary numbers that were attached to your phone numbers will be removed from your account. However, you can re-claim numbers that were used as temporaries if you have sufficient number licenses. See Claim Phone Numbers in 8x8 Admin Console.

On day of port it is common to experience some downtime as the port completes. If, however, you experience downtime of 30 minutes+ on the day of port, please reach out to us via your case and we will investigate the delay with our carrier.

What to do After the Port

When the numbers are ported over to 8x8, it's important to ensure your phones are working properly. We would recommend placing test calls to your most important numbers to ensure that they are routing as expected.

Test calls should be made from both an 8x8 number and a non-8x8 number to ensure that both internal and external calls to your 8x8 account are working correctly.

Number Transfer FAQs

Question

Can I port my Google Voice number to 8x8?

Applies To

Porting
Google Voice

Answer

Your Google Voice number is automatically locked to prevent it from being ported out without your consent. Before you can port your Google Voice number to another service provider, you must first unlock it. There is a one-time fee to port your number away from Google Voice (unless you ported mobile numbers into Google Voice). Follow Google's instructions to unlock your Google Voice number.

Once completed, submit your number transfer request to 8x8.

Additional Information

Overview

8x8 provides automated tracking of status changes in phone number porting request cases.

When you create number porting cases to transfer your phone numbers from another telephony provider to your 8x8 service, you will immediately see the results of changes made to the status of your requests in the 8x8 Customer Support Portal. See How do I track the progress of my port request? below for instruction on reviewing your number transfer requests.

Applies To

8x8 Admin Console
Local Number Portability (LNP)
Number Porting/Transfers

What to Expect

Improved visibility of the number porting status, ease of access, and greater organization.
All communication regarding your port status will automatically be sent to you through your porting request case(s).
Multiple number porting requests will be bundled together in one case, under the following conditions:
- Requests must all be submitted within the same 24 hour period.
- All porting numbers reside with the same telephony carrier.
- All porting numbers are of the same type (Local OR Toll-Free, but not both).
- All porting numbers are in the same country.
- All number transfer requests use the same porting method (manual vs automatic).
- All number transfer requests have the same contact email distribution list.
Faster request processing times. Note that this new process generally improves 8x8's handling of your requests. However, overall processing time is still dependent on customer and carrier response times during the number transfer process.

Is there anything I need to do?

No action is required on your part. Update information will automatically be available to you in your number transfer support cases.

Once you place your number porting order from the 8x8 Admin Console, a Support case will automatically be created. After that, any time a change in status occurs, you'll immediately be notified in your case and by email.

How do I track the progress of my port request?

As with all of your Support cases, you can view the progress of your number transfer requests in the 8x8 Customer Support portal.

To log into the 8x8 Customer Support portal:

First, log in to your 8x8 Application Panel.
Select My 8x8.
Select Support to see your cases.
Set Filter By to My Open Cases, if it isn't already. You will be shown a list of any currently open cases.
Select the Case ID of the Number transfer request case in question.

A listing of Case Information and LNP Requests (number transfer requests) added to the case will appear.

The Status of specific requests is located in the LNP Requests > Request Stage field. One of several messages will appear:

8x8 Action Needed
Awaiting Losing Provider
Completed
Specific error messages relating to issues with your request.

Finally, select LNP Requests > View Details to open details about a specific request.

Once the number transfer process is complete, your case will be updated and resolved, and you will receive an email notification to let you know.

Porting Lead Times & Scheduling

Objective

This article shows dates which are unavailable for porting telephone numbers to 8x8.

Key Details

8x8 number porting is available Monday-Friday, with the exception of the dates highlighted in this article.

On the dates mentioned, for each country, it will not be possible to schedule numbers to port to 8x8 and we will have reduced capacity to address other porting related queries.

For any countries not included here, please be aware that whilst our global number porting team will be available to help with queries, it will not be possible to schedule ports to take place on national holidays.

* For these holidays, please inquire if we can accept porting for that date.

United States of America

Date	Holiday
Monday 1 January 2024	New Year's Day
Monday 15 January 2024	Martin Luther King Jr. Day
Monday 19 February 2024	Presidents' Day
Friday 29 March 2024	* Good Friday
Monday 27 May 2024	Memorial Day
Wednesday 19 June 2024	Juneteenth
Thursday 4 July 2024	* Independence Day
Monday 2 September 2024	Labor Day
Monday 14 October 2024	* Columbus Day
Tuesday 5 November 2024	* Election Day
Monday 11 November 2024	* Veterans Day
Thursday 28 November 2024	Thanksgiving Day
Friday 29 November 2024	Day after Thanksgiving
Saturday 7 December 2024	* Pearl Harbor day
Monday 23 December 2024 - Wednesday 1 January 2025 (inclusive)	Winter Porting Freeze

United Kingdom

Date	Holiday
Monday 1 January 2024	New Year's Day
Friday 29 March 2024	Good Friday
Monday 1 April 2024	Easter Monday
Monday 6 May 2024	Early May Bank Holiday
Monday 27 May 2024	Spring Bank Holiday
Monday 26 August 2024	Summer Bank Holiday
Monday 23 December 2024 - Wednesday 1 January 2025 (inclusive)	Winter Porting Freeze

Republic of Ireland

Date	Holiday
20 December 2024 - 2 January 2025 (inclusive)	Porting Freeze

Asia-Pacific Region

Australia, Hong Kong, New Zealand, Singapore

Date	Holiday
20 December 2024 - 10 January 2025 (inclusive)	Porting Freeze

Objective

This article will outline the typical lead times to be expected when placing a number port request with 8x8.

Note that all estimates provided here are guidelines only, not a guarantee of expected lead time. Our team are dedicated to making your number porting experience as quick and smooth as possible, but number porting requests involve multiple providers and can therefore be delayed by factors outside 8x8's control.

Porting to 8x8

Step One - Submit the port request via 8x8 Admin Console and you will receive a case reference in the format: C1234567.
Step Two - Varies based on location:
- USA & Canada - Skip step two.
- UK, Ireland & the rest of the world - You will receive an email titled Number Transfer Request, as shown below. See the required documentation in Documentation: Number Porting LOAs, for the relevant country. Once the paperwork is gathered and completed please reply to the email, or upload documents to your case via the 8x8 Support Portal.
Step Three - We will validate your request and get in touch via your case to advise if any further information is required before we can proceed.
Step Four - We will submit your port request to the current provider targeting your preferred date or, if this is unavailable, the earliest available date.

From this point the lead time for your port request will depend on the country, carrier, volume of numbers and the accuracy of the information provided on your porting documentation. For the best estimate of how long your port request will take to be completed once it has been submitted to the current provider, see below for a breakdown of the minimum lead times.

Minimum Lead Times

Below are the minimum lead times for number porting with 8x8. These estimates assume that accurate information is supplied upon submission of the port request in Admin Console & on any supporting documentation. If your port request is rejected by the current provider, based on the information supplied, then the process must be restarted and the lead time resets.

USA & Canada
1 - 49 local numbers	7 business days
50+ local numbers	15 business days
Toll Free numbers	3 business days

UK & Ireland
1 number	11 business days
2 - 49 numbers	15 business days
50- 149 numbers	20 business days
150+ numbers	25 business days

Rest of the World

The lead times vary significantly on a country by country basis. For most we would recommend allowing at least 20 business days. If you would like to know the typical lead time for a specific country please submit the port request and, when contacted by our number porting team, ask for more detail on the expected time frame.

Other Porting Timescales

See below the other number porting actions for which lead times apply.

*Note. These processes are mostly applicable worldwide, but they can differ from country to country. For example, ports in Italy cannot be changed or cancelled once accepted. Get in touch with our team via your case, if you are porting numbers outside USA, Canada, UK & Ireland and you would like more detail on the lead times below.

Process	Scenario	Lead TIme
Cancellation	My port request is accepted but I no longer want the number to port. How much notice do I need to give to cancel the port date?	3 business days
Date Change	My port request is accepted but the scheduled date is not suitable. How much notice do I need to give to change the port date?	3 business days
Rejections	My port request has been rejected by the current provider. How long will my request remain open for revised information to be provided?	5 business days

Porting Away from 8x8

To port your 8x8 telephone numbers away to a new provider, the port request would need to be initiated via your new provider.

To establish the correct information to be included on your port request you can raise a 'CSR request' with 8x8.
To check a rejection which your new provider has received from 8x8 you can raise a 'Port Out Rejection' with 8x8.
To change the company/address details your numbers are registered to you can raise a 'Carrier Records Update' with 8x8.

See below the typical lead times for how long your Port Out case will take to be completed. Note that if multiple actions are required then multiple lead times will apply.

CSR Requests
Countries Involved	Volume of Numbers	Lead Time
Single Country	1 - 199 numbers	7 business days
Single Country	200 - 999 numbers	10 business days
Single Country	1000+ numbers	15 business days
Multiple Countries	Any	Lead time will vary based on volume & countries involved
Port Out Rejection
Single Country	Any	7 business days
Multiple Countries	Any	Lead time will vary based on volume & countries involved
Carrier Records Update
Single country	1 - 199 numbers	7 business days
Single country	200 - 999 numbers	10 business days
Single country	1000+ numbers	15 business days
Multiple Countries	Any	Lead time will vary based on volume & countries involved

Spoofing (8x8 Work)

If you need to present non-8x8 numbers as the outbound caller ID when making calls from 8x8 Work, you will first need to submit a spoofing authorisation request. See below for the best estimate of how long your spoofing request will take to be completed.

Spoofing / Outbound Caller ID Requests (8x8 Work)
1 - 10 numbers	3 business days
11 - 49 numbers	5 business days
50+ numbers	Lead time will vary based on volume

Question

How long does it take to port my number to 8x8?

Applies To

Number Transfer Requests

Answer

The time to transfer numbers can vary between different carriers and countries, the following details the typical delays for each country and quantity of numbers.

Keep in mind that the timeframes provided below are estimates. Due to the complexity of the porting process, delays may occur.

The timeframes provided below take effect upon having our 8x8 porting team submit the request to our underlying carrier.

The number transfer process can only start after you submit your porting request. For information on how to submit a request, see Submit a Port Request in Admin Console.
The dates below are a guideline for what is typical, some number transfer request can complete in as little as three days, and as long as six months in some rare cases.
If any of the information you submit in the request doesn't match what the former provider has on file, the timeline restarts.

US Numbers

Local numbers
- 1-49 numbers: 7-10 business days
- 50+ numbers: 15-21 business days
Toll free numbers
- Any quantity: 5-7 business days

UK Numbers

Minimum Lead Times

Geographic numbers (Starting 01, 02)
- 1 number = 11 business days
- 2-50 numbers = 15 business days
- 50+ numbers = 20 business days
Non Geographic numbers (Starting 03, 08)
- Any quantity = 15 business days

Canadian Numbers

Local numbers
- Any quantity: 10-15 business days
Toll Free numbers
- Any quantity: 5-7 business days

Other International Numbers

Numbers from other countries can vary in processing time. Contact 8x8 Support for more information.

Day Of Port Timings

All number ports to 8x8 will have a scheduled start time, on the accepted day of port.

Our number porting team are available to support you Monday-Friday, but the exact timing of your port can vary based on the country, the network carriers involved, and the size of the order. In most cases we will be able to let you know the start time for your port in advance to help you plan accordingly.

For guidance on the typical timings to expect when porting numbers to 8x8 please find the relevant country below. If the country you need does not appear here, create a case with our number porting team, or get in touch via an existing case, and we will check for the details you need.

Standard Timings

Porting times are very different from country to country. Below are some guidelines on what timing to expect in the countries where we handle the largest amount of number ports.

The exact completion time will vary depending on the work involved, but the numbers will typically remain active with the existing provider until the port completes. Most number ports result in less than 10 minutes downtime. If you do experience more downtime, get in touch via your case so that we can investigate further.

US

For US ports, the timing will depend on whether your order is being processed automatically or manually.

Most local US port orders are processed automatically and will be scheduled and completed without action from our number porting team. For more complex orders your port order may need to be processed manually. and you will receive emails via your case from a named member of our number porting team.

Country	Expected Completion Window (Local Time \|\| Monday-Friday)
US (Automated)	8:30 AM PST / 11:30 AM EST Delays with the current provider can cause automated ports to complete as late as 15:00.
US (Manual)	05:00 AM - 3:00 PM PST

Global

Country	Expected Completion Window (Local Time \|\| Monday-Friday)
France	10:00 - 13:00
Germany	08:00 - 11:00
Italy	08:00 - 11:00
Netherlands	09:00 - 12:00
Republic of Ireland	09:00 - 12:00
South Africa	08:00 - 10:00 (Note - ports take place overnight before morning completion)*
Spain	09:00 - 12:00
Switzerland	08:00 - 17:00
United Kingdom	09:00 - 15:00

Note that these times are for reference purposes but are not guaranteed. Actual porting times may vary.

Non-Standard Timings

Number porting requires several actions to be completed correctly, by multiples parties, which means in most cases it is not possible to schedule the work outside the completion windows mentioned above. Porting outside the standard completion window may cause loss of service on the telephone numbers until standard hours resume, because there are risks which are outside 8x8's control.

In certain countries (e.g., Republic of Ireland and United Kingdom) and scenarios it is sometimes feasible to schedule a port to take place outside the mentioned time slots. In these cases the lead time to schedule the port will be longer and the network carrier involved will typically charge a fee for completing the work outside standard hours.

Any fees associated can only be fully confirmed once the port request is accepted, but we can usually provide an estimate based on the information provided on your porting documentation. If you accept any associated charges and acknowledge that any issues which arise during the port may need to be resolved when standard hours resume, then we can attempt to schedule this for you.

If you would like to request a non-standard port time, get in touch with us via your case.

Additional Information

Our Global Number Porting team operate Monday-Friday, so non-standard ports are not recommended on Fridays. The relevant teams and carriers are unavailable during weekends, so any faults would be addressed the following week.

Objective

Understanding the LNP Porting Coordinator process.

Applies To

Porting

Glossary and Acronyms

CRD - Customer Requested Date - the requested date for porting.
CSR - Customer Service Record - Includes all information needed to submit a successful port-out request.
FOC - Firm Order Commitment - the date the losing carrier has agreed to have the port complete.
LNP PC - Line Number Porting Project Coordinator - manages all things porting.
LOA - Letter of Authorization - provides 8x8 with the authorization to submit a port request on your behalf.
PM - Project Manager - manages your project deployment.
SDC - Solutions Delivery Consultant - manages the configuration of your services.
SLA - Service Level Agreement - The industry standard agreed upon time interval for a response.

1. Americas

Once your project has been determined to need Americas porting as part of the services, an LNP Project Coordinator (PC) is assigned to your project. This person will be responsible for verifying all documentation you provide, manually submitting the porting requests on your behalf, and completing the port on the requested port date.

Expected Lead Times

For US Porting this process can usually take up to 21 business days from the time a clean order is submitted to your current provider unless there are rejections.

International requests time frames vary by country.

Documentation needed from you

Letter Of Authority (LOA)

The LOA's should be completed and submitted. The LOAs used should be based on the LOAs provided in Documentation: Number Porting LOAs. LOAs are required for all port requests and should be included when Implementation creates a port order.

An LOA should be provided for each within a specific carrier:

Carrier/Account
- Some carriers may hold numbers on multiple accounts
Business Name
Service/billing address
- Local DIDs - The address on the LOA is based on the service location.
- Toll-Free Numbers - The address and information to complete is based on the billing address and name.

You can find the LOAs here: Documentation: Number Porting LOAs

Copies of Bill

The current (dated within 30 days) copy of the bill should be provided whenever possible and can help prevent or resolve rejections, but it is only required for toll-free and international numbers. It can assist in rejection resolution when it is current and shows the numbers porting.

Customer Service Record (CSR)

In the US this is a document that the losing carrier provides that will contain all the correct information needed to complete the LOA. This will decrease the likelihood of port order rejections. In other countries, you can request an inventory that will provide all the numbers on an account.

This is paramount for the success of porting as it can stop 8x8 from getting any rejections entirely and is highly recommended however some carriers do not offer CSRs.

Licenses

In order to raise a port request your 8x8 account must hold sufficient available licenses, for the relevant country, and/or hold sufficient existing numbers which can be replaced by the porting numbers.

If additional licenses are needed, reach out to your 8x8 Sales representative.

Rejections

Ensure that the information you submit with the 8x8 porting team matches your current telephony provider's records.

Any rejection due to data mismatch will result in restarting the porting process and will affect the lead time - this could significantly impact the possibility of meeting your CRD.

If your port request is rejected, you will receive a notification from your 8x8 porting Project Coordinator. We’ll provide instructions on how best to immediately resolve the rejection. If the Customer Service Record (CSR) is received prior to porting, it will lessen the possibility of rejection by your current provider.

Your LNP PC will do everything possible to resolve rejections and discrepancies with your current provider, but occasionally the only way to resolve a rejection is for you, the customer, to contact your current provider.

We will do our best to meet your requested port date (CRD).

Other Considerations

Your LNP PC will work with you every step of the way to ensure a seamless porting experience. We do understand, however, that our customers may sometimes choose to move a port date after receiving a confirmation date (FOC), or ask to expedite their porting process.

We will work with you, but charges may apply for cancellations, expedited service, and last-minute changes to your porting date. Consult your porting LNP PC or PM should you have questions.

Note: We are only able to push the port date out two times. After that, the third request to push will require us to cancel the current order and submit a new order - the 21 business days lead time will restart.

Day of port

Ports are scheduled to be completed at 5:00 am PST. This allows all carriers to work together and ensures little to no downtime. In addition, carriers prefer this timeframe to enable ports because all technical departments are available should any problems arise. We are, however, sensitive to your business needs. There are options should you require a different port time (window) for your project. Discuss with your 8x8 porting PC or PM. Charges may apply for a port beginning after 3:00 PM MST (Monday through Friday).

8x8 Work Customers (VO)

When your numbers are released to 8x8, we work with the processing team to activate your numbers. This process can take anywhere from 15-30 mins (This may vary depending on the number of telephone numbers being ported.) Once activated, all 8x8 temporary numbers will be replaced by your ported numbers, based on the information provided in the User Mapping document.

Contact Center Customers

When the port request is submitted, your numbers are provisioned on your Virtual Contact Center account (tenant) as a new channel. You MUST attach a script to each channel and enable the channel after porting.
If channels associated with your numbers are not enabled, your customer will hear the following:

“The number is currently not activated.”

If the channels are enabled, but no script is attached, the call will have no message and the call will drop (disconnect).

Once the port completes your LNP PC will test 10% of the numbers to confirm calls are reaching the 8x8 network. Your LNP PC will inform you of completion at that time.

After the port

In most cases, your provider automatically disconnects your account when the number transfers. However, we encourage you to contact your provider to ensure they have disconnected the service and stopped the billing to your account.

2. Europe and the United Kingdom (EMEA)

Once your project has been determined to need EMEA porting as part of the services, an LNP Project Coordinator (PC) is assigned to your project. This person will be responsible for verifying all documentation you provide, manually submitting the porting requests on your behalf, and completing the port on the requested port date.

Expected Lead Times

Most EMEA port requests are usually completed in up to 25 working days from the time a clean order is submitted to your current provider unless there are rejections.

Keep in mind that lead times can vary dependent on the country involved.

If multiple port requests are required, then a longer lead time is recommended - particularly if the ports need to be aligned for the same date.

Documentation Needed

Letter Of Authority (LOA)

If the numbers to be ported differ in any of the following details, then a separate LOA would be required:

Carrier
Account (Some carriers may hold the numbers on separate accounts)
Business Name
Site address (On the existing carrier's records)
Number Type (i.e. if porting both geographic & non geographic)

Licences

If additional licences are needed, reach out to your 8x8 Sales representative.

Rejections

Ensure that the information you submit with the 8x8 porting team matches your current telephony provider's records.

Any rejection due to data mismatch will result in restarting the porting process and will affect the lead time - this could significantly impact the possibility of meeting your CRD.

If your port request is rejected, you will receive a notification from your 8x8 porting Project Coordinator. We’ll provide instructions on how best to immediately resolve the rejection.

Other Considerations

We will work with you, but charges may apply for cancellations, expedited service, and last-minute changes to your porting date. Consult your porting LNP PC or PM should you have questions.

Note: We are only able to push the port date out two times. After that, the third request to push will require us to cancel the current order and submit a new order - the 25 working days lead time will restart.

Day of port

The LNP PC will confirm, at the scheduled port time, that the process has started.

In the event of the port taking longer than 4 hours then the LNP PC will contact the carrier and update you on any developments.

The LNP PC will confirm with you when the port has completed.

When your numbers are released to 8x8, we work with the processing team to activate your numbers. This process can take anywhere from 15-30 mins (This may vary depending on the number of telephone numbers being ported.) Once activated, all 8x8 temporary numbers will be replaced by your ported numbers.

After the port

3. Australia, New Zealand, Asia and Pacific (APAC)

Documentation Needed

Letter Of Authority (LOA)

Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).
A separate LOA is required according to site, account number and carrier.
The full list of numbers that you wish to port. If number(s) to be ported are part of a number range, the entire number range must be ported, and ALL associated services to the account need to be included.

The LOAs used should be based on the LOAs provided in Documentation: Number Porting LOAs.

Copy of Bill

Copy of the most recent phone bill (within the last 30 days) from the existing service provider, that includes the account number and authorized user’s name for all the numbers you would like to port.

If a bill cannot be presented, an Authority Letter from the current provider/carrier is also acceptable provided it includes all relevant details. i.e., customer name, address, account number and all services to be included in the port request.

Country Specific Information

Australia

Simple Service (Cat A) - applicable only to single standalone numbers with no enhancements.
Simple Service ports generally take 4-6 business days to complete.

Complex Service (Cat C) - applicable to numbers that include a number range, and enhancements with associated products on the services. Complex Service ports generally take 4-6 weeks to complete depending on complexity. Special Port (Toll Free) - applicable to 1300 or 1800 numbers. Special Port generally take 6-8 business days to complete.

Standard Porting Hours - Monday-Friday 08:00AM to 17:00PM AEDT/AEST

New Zealand

Geographic Local Number - applicable to single standalone numbers and complex service numbers including number ranges. Geographic Local Number ports generally take 1-2 weeks to complete.

Toll Free Number - applicable to 800 numbers. Toll Free Number ports generally take 1-2 weeks to complete.

Standard Porting Hours - Monday-Friday 08:00AM or 12:00PM NZDT/NZST

Singapore

Carriers require full number range to be ported, if part of a number range the existing carrier will require to port the entire number range, as single numbers are often rejected for additional numbers.

All level 6 numbers 6XXX XXXX - are portable. All level 3 numbers 3XXX XXXX - are NOT portable. Toll Free Singapore Numbers - are NOT portable.

Singapore ports generally takes up to 3-4 weeks.

Standard Porting Hours - Monday-Friday 09:00AM to 1800PM SGT

Hong Kong

Geographic Local Number - are portable, however, portability check needs to be requested. International Toll-Free Number (ITFN) - are portable, however portability check needs to be requested. Domestic Toll-Free Number (DTFN) - are NOT portable.

Hong Kong ports generally takes up to 3 months.

Standard Porting Hours - Monday-Friday 09:00AM to 1700PM HKT

Licenses

If additional licenses are needed, reach out to your 8x8 Sales representative.

Rejections

If your port request is rejected, you will receive notification from your 8x8 porting Project Coordinator. We’ll provide instructions on how best to immediately resolve the rejection with your current provider.

We will do our best to meet your requested port date (CRD). However, once there is a rejection, the SLA countdown will start over from the beginning and this could significantly impact the possibility of meeting your CRD.

After the port

Managed Porting Services

Overview

Managed Local Number Porting Services allows business administrators to get assistance in porting numbers and handling any issues that may occur in the number porting process. This service can be added at any time during the porting process by contacting your 8x8 Sales representative.

Note: Our Managed Porting service is exclusively available for number porting in the USA and Canada, but will soon be a globally consumable service.

Required Documentation - US

In order to begin the process of porting your numbers we require the following documents filled and completed

A completed letter of authorization for each service address and carrier. See Documentation: Number Porting LOAs.
A completed mapping document.
A copy of your most recent bill from each carrier is only required for Toll free and international (must be within 30 days of request submission).
- If any of the information submitted does not match what your former provider has on file it will restart the clock, it is vital that you collect accurate information to the best of your ability.
Ensure that all numbers you are looking to port are in an active status with the current provider.

While not required for all ports, the following documentation will help to reduce issues down the line:

A copy of the most recent bill from each provider we will be porting from.
A copy of a Customer Service Record (CSR) from each provider we will be porting from.

Porting can be scheduled Monday - Friday / 5:00 a.m. to 3:00 p.m. PST.

Required Documentation - UK & EMEA

A completed letter of authorization for each service address and carrier. See Documentation: Number Porting LOAs.

Consider the below when completing your UK LOA to minimise delays:

A valid electronic/physical signature must be added to every page.
At least one main billing number (MBN) must be specified.
The 'Site Address to register' should match your existing carrier's records.
Sequential telephone numbers can be listed in range format:
- i.e., 02080123450 - 02080123453 rather than: 02080123450, 02080123451, 02080123452, 02080123453
Billing Account Number is required if porting Non-Geographic (03, 08) numbers.
Enter signature date in UK format - DD/MM/YYYY.

For details on how to submit a port request for numbers in any other country, see Submit a Port Request in Admin Console.

I've purchased LNP Managed Services, what happens next?

If you purchased the Managed Porting Services as standalone one of our LNP project coordinators will reach out to you within 2 business days to schedule a time to discuss your requirements and collect any documentation.

What are the benefits of purchasing LNP Services?

When you purchase LNP services, you will have a dedicated agent working with you on your port request, direct contact with the agent for your porting project, and full ownership from beginning to end with the agent function as a liaison between you and the losing carrier for most issues. This simplifies the porting process as the agent can handle most issues that may arise.

Note:

Although the agent will work on your behalf, we are not authorized to discuss account information with your current provider. In situations like this, we may request your partnership to resolve any issues that may arise.
We are unable to process port requests with a submission date exceeding 30 days from the current date, as it is not in compliance with our carriers policies. If your requests falls outside this timeframe, we will be closing your case, once your request falls within the permissible timeframe, please contact your sales rep or engage partner xperience to initiate a new case for you.

Who is eligible to purchase LNP Services?

Anyone can purchase LNP Services. Ideally, this service is intended to be used for larger porting needs. The Managed Porting SKU should be used if it is believed it will add value to the business as usual services that 8x8 operate, therefore Managed Porting SKU request cannot be used to:

Reduce the contractual lead times or to expedite defined industry order processes.
Place orders on your behalf for the customer.
Manage the delivery of a 8x8 service used to terminate the number.
Replace standard 8x8 escalation processes.
Replace the standard business as usual process.

How do I purchase LNP Services?

Contact your 8x8 Sales representative to purchase LNP Services.

When working with my Project Coordinator what can I expect their response times to be?

While we can't control the response times of carriers, if you reach out to your project coordinator they will respond within 48 hours.

Can I upgrade to LNP Services after I start the LNP process?

Yes. Contact your 8x8 Sales representative to purchase LNP Services at any time.

What is the cost to port a number in to 8x8?

While our self-service porting is free, if you're porting a large quantity of numbers, or have special requirements you may be required to purchase the Managed Local Number Porting services. This service costs as follows:

Country/Region	Cost per number Porting	Minimum Cost*
US	USD 5.00	USD 50
UK	GBP 4.00	GBP 40
EU	EUR 4.60	EUR 46

*All orders will be billed for a minimum of 10 ports based on local pricing. An additional cost per TN will be applied for orders exceeding 10.

What if I want my request to happen in the future?

We can only submit porting requests within 30 business days (not calendar days). If you purchased MP and you need the port to happen past the 30 days than we will invalidate the case and you will need to work with your sales rep or SDC/IMP rep to have them reach out to the MP team to get a new case started that is within the 30 days.

Can I get a refund?

Yes, depending on the circumstances we can refund this charge if the service was not used. To request a refund, create a case online.

What if I change my mind and am able to complete the port myself?

We can cancel the order and you can request a refund. To request a refund, create a case online.

How to do I contact the LNP team if I've purchased LNP Services?

After purchase, you will receive a welcome email with documentation and agent contact information.

This applies if you purchase managed porting outside of deployment

If you will be working with our implementation team to deploy they will work with you to go over all needed docs and gather all needed information to then hand over to the managed porting team.

If you will not be utilizing our implementation team and will be self deploying, contact your sales rep and ask them to start the managed porting process for you.

How long does it take to complete a managed porting request?

While it can vary based on the losing provider, the standard time to complete a managed porting request is 15-21 business days from the date that our agent receives the completed required documentation. If any rejections are received, that 15-21 business day timeline resets so it is important to have the correct documentation upfront.

Ports can not take place on the weekends. Nor can we do after hour ports.
We can accommodate the time of port anywhere in between 5:00 a.m. and 3:00 p.m. PST.
- Note: For toll free ports we can not submit sooner then 10 business days from the requested go live date. This is due to carrier restrictions and they do not hold the translations longer then 10 business days (if we request sooner the your toll frees will go down as translations will drop).

Why does a managed porting request take longer than a standard port request?

The managed porting process requires additional processing time as in most scenarios coordinating the submission of ports between multiple losing carriers and it takes time for our team to work with the loosing carriers to find a time that works for all parties.

Porting Away from 8x8

Objective

Porting your numbers away from 8x8.

Applies To

Number Transfer
Porting
8x8 Numbers

1. Port Out Support

2. Finding my 8x8 Bill

3. Removing 8x8 Numbers

4. Notifying 8x8

Procedure

To transfer your telephone numbers away from the 8x8 platform you would need to work with your new service provider to complete the required documentation and submit a porting request. Once the numbers have been successfully ported to your new service provider you would also need to remove the numbers from your 8x8 account.

It is important to remember that your 8x8 billing & licenses are not directly linked to your telephone numbers, and porting numbers away from 8x8 does not result in account cancellation. If you are considering cancelling services you must separately submit a request to cancel your 8x8 account or extension.

For more information about the process of moving telephone numbers away from 8x8, continue reading below.

1. Port Out Support

When moving numbers away from 8x8 you are responsible for coordinating the port away process with your new service provider. 8x8 will not liaise directly with your new provider, but there are three areas we can support to assist you in submitting accurate port out requests:

CSR Request: Request a file which shows the data currently registered to your 8x8 telephone numbers.
Port Out Rejection: Send us a copy of a port rejection your new provider has received and we will check the details.
Carrier Records Update: Send us the company name & address data you would like registered against your telephone numbers (Note: address must be within the relevant country of the telephone numbers. Other restrictions may vary).

For more details on each of these options, see below.

1a. CSR Request

CSR or Customer Service Record is a document which shows what information is registered to your telephone numbers. This can be helpful because when you submit a port request to your new provider you will typically need to provide some details for the numbers you are looking to port, such as the below:

Company Name
Registered Address
Network Carrier

Globally these requirements are similar, but there are a few countries which can require additional data:

Country	Extra Requirement
Italy	Migration Code (Codice Migrazione)
Portugal	CVP Code

If you are unsure of the port out information for your 8x8 telephone numbers then you can request a CSR by raising a 'porting queries' case through your 8x8 support portal. We will then gather the relevant information and return it to you. For information on the expected lead times for CSR requests see Number Porting Typical Lead Times.

If your CSR indicates a number is 'not registered' then there is currently no data on record. In this case, when submitting the port request to your new provider, submit the data that you want the number registered to in future.

Important: A CSR is not needed for porting away US Toll Free numbers. If you are porting US Toll Free numbers, provide a copy of your most recent phone bill to your new provider.

Port Out PIN

If you are porting US telephone numbers your new service provider may ask for the PIN registered to your numbers.
In such instances, you can reach out to us via chat and automatically be provided with the required PIN.

1b. Port Out Rejection

When you submit a port request via your new provider you will either receive an acceptance or rejection. In most cases, your port away request will be sent to our domestic network carrier, and not to 8x8 directly. Occasionally your port request may be unexpectedly rejected by our network carrier.

If you receive a rejection on your port away request, and need to check what correction is needed to gain acceptance, raise a 'porting queries' case through your 8x8 support portal and upload a copy of the rejection.

We will then liaise with our network carrier to understand what change is required for your port away to be accepted.

1c. Carrier Records Update

You may receive a CSR and find that your 8x8 telephone numbers are registered to an outdated address, or are not registered at all. If you would like us to update the address registered to your telephone numbers, raise a 'porting queries' case through your 8x8 support portal and provide us with the address & numbers to update.

Note, if updating the records you must supply an address in the relevant country (e.g. for UK numbers you must supply a UK address). Additionally, there are some countries which require an address in the local area corresponding to the telephone numbers dial code (e.g. German 089 numbers must be registered to a Munich address). If this applies we will advise when receiving your request.

Finally, there are some countries where no records are held on file so we may be unable to register any data with our network carrier. If this is the case we will let you know as soon as possible.

2. Finding my 8x8 Bill

If your new provider needs a copy of your most recent 8x8 bill, follow the steps below.

This process is for 8x8 Business users.

Log in to your 8x8 Application Panel.
Select My 8x8 application (User must have My 8x8 and Billing access).
Select the Billing drop down menu and select Billing Statements.
Select View for the most recent bill.
The highlighted sections in the below image should be sufficient enough to fill out the porting request with your new provider. You also have the option to download the bill if your new provider requests a copy.

3. Removing 8x8 Numbers

After receiving confirmation from your new provider that your port away has been completed you are ready to remove the telephone numbers from your 8x8 account. For a step by step guide on how to do this see the following article: Remove a Number From 8x8 Admin Console.

Once you have removed any ported away numbers you can also remove the associated licenses by submitting a cancellation request via your 8x8 support portal.

4. Notifying 8x8

If you are porting telephone numbers away from 8x8 you do not need to notify us of your port away request.

If you are also looking to stop the billing for your 8x8 account and services, you do need to submit a request with our cancellations team.

Spoofing Non-8x8 Numbers

Objective

Raise a spoofing request for 8x8 Work.

Applies To

Spoofing
8x8 Work

Procedure

Before you can select a non-8x8 telephone number as an external caller ID on your 8x8 account, the number would need to be validated. To request this validation, and provide the necessary documentation, follow the steps outlined in this article. Once this process is fully complete, you will be able to use your non-8x8 numbers for outbound calls from 8x8 Work.

Note: Spoofing numbers in 8x8 Contact Center requires a different approval process. If you are looking to spoof in Contact Center create a case with 8x8 Technical Support.

Documentation

What paperwork do we need in order to approve your telephone numbers for spoofing?

Outbound Caller ID Spoofing Authorisation Form.
Most recent invoice from your current provider (dated within last 30 days and showing the relevant phone number).

If your current provider's invoice does not show the phone numbers, provide us the above documentation but also obtain the following:

US and Canada - A Customer Service Record (CSR) from the current provider.
UK and Other Global - An email from the current provider confirming ownership of the numbers. (This email must be recognisably from an address belonging to the current provider, and must state the numbers in question).

Incomplete documentation will cause a delay in processing your spoofing request, as we will only be able to proceed once the required paperwork is supplied.

Request Submission

Once the documentation has been gathered, you are ready to submit a spoofing request via the My 8x8 Support Portal.

For more general information on how to manage support cases via the My 8x8 Support Portal, see View and Manage Cases in the 8x8 Support Portal.

In order to raise a spoofing request, create a new case and complete the essential fields accordingly:

Case Type	Select Porting Queries
Category	Select Spoofing
Severity Level	Select the appropriate option from the dropdown menu
Subject	Enter Spoofing Request or similar
Description	Let us know how many numbers need to be validated, and any other relevant details
Timezone to Contact	Select the appropriate option from the dropdown menu
Attach a File	Attach the documentation outlined above.

The fields not mentioned here can be filled at your own discretion.

Caller ID Setup

Once your non-8x8 telephone numbers have been approved for spoofing, you can then set up the external caller ID for the relevant users.

Note: If your spoofing has been approved but you cannot see the numbers listed in the external caller ID dropdown list, you may need to Enable Shared Caller ID first on the relevant user or service.

Exceptions

Spoofing is unavailable for:
- Toll Free numbers
- Wireless/Mobile numbers
- Fax services
- 8x8 Express accounts
For Fuze customers transitioning to the 8x8 platform:
- If you wish to spoof your Fuze numbers on the 8x8 platform, the spoofing authorisation form is required, but no proof of ownership is needed.

FAQs

Q. How long will it take to verify my telephone number once I submit the request?

A. To learn more about our typical lead times, see Number Porting Typical Lead Times.

Q. 8x8 have verified my telephone number. Why can't I see it on my 8x8 Admin Console?

A. Display Only numbers will not appear on the Phone Numbers page in Admin Console. They will only be available to search, and select, in the dropdown field of the External Caller ID when editing a user via Admin Console.

Q. Can I set a Display Only number as my Main Line Number?

A. Spoofed numbers can only be set as external caller ID on a user by user basis. The Main Line Number for a site can only be set as an actual 8x8 telephone number.

Q. How do I change the Caller ID of my spoofed telephone number?

A. 8x8 has no control over the Caller ID of a spoofed number. We would recommend contacting the actual provider for the number for Caller ID queries.

Q. My number is accepted to port to 8x8. Do I still need to provide proof of ownership for spoofing?

A. Yes, we still require the same level of documentation and proof to be provided.

Number Transfer Troubleshooting

Question

Why doesn't my Toll Free number display the caller ID name I have requested and set up?

Applies To

Toll Free Numbers
Configuration Manager
8x8 Contact Center
8x8 Work

Answer

Toll-Free numbers Caller ID Name is not handled the same way, industry-wide, as non-Toll Free numbers are.

With a non-Toll Free number, there is a tag (known as a Destination Point Code or DPC) on the number so the receiving phone carrier knows which National CNAM (short for caller name) database to pull the Caller ID from.

Toll-Free numbers do not have a tag, so the receiving phone carrier cannot get a Caller ID from any sort of external database like they can for local numbers. Carriers must use their own database may not have an entry for the number which often can result in the Caller ID Name displaying only something generic such as Toll Free Caller.

Additional Information

See, How does Caller ID work?

Overview

When submitting a number transfer request, we send the information you provide to your former provider. If there is a mismatch with what they have on file, they will reject the request and will need to be updated with the correct information. You can check the status of number transfer in Admin Console to see why your request was rejected. Once you're sure that you have all the information you can resubmit the request.

When you receive a rejection, we highly recommend that you contact your former provider and request a Customer Service Record (CSR) which will contain all necessary information in regards to number transfer before you resubmit your porting request.

Applies To

US and Canadian Local number Port requests only
Admin Console
When checking the status of the port, you see Failed

Top Rejection Reasons

Reason	Resolution
Billing Telephone Number (BTN) Mismatch	Contact your former provider to verify the Billing telephone number then resubmit the request with the updated information. The billing telephone number is the primary phone number on your account and is always one of the numbers on your account. If you're only porting one number, try resubmitting with that number as the billing telephone number.
Service Address Mismatch	Contact your former provider to verify the Service address and then resubmit the request with the correct address.
Zip Code	Contact your former provider to verify the Service address and then resubmit the request with the correct address.
Numbers aren't active on your former provider	Your loosing provider has let us know that the numbers are not in service and we can't port numbers that are canceled. Contact your former provider to resume service on the numbers then resubmit the request.
Incorrect company name	Contact your former provider to verify the company name on file then resubmit the request with the updated information.
Account Number / Pin Mismatch (Mobile)	The Account number and/or pin you provided does not match what the former provider has on file, please contact your former provider and then resubmit the request with the correct information.
PIN Mismatch / Missing Pin (landline or VOIP)	Sometimes carriers put pin protection on their numbers, contact your former provider to get the pin then resubmit the request with the updated information. If you are unable to enter a pin during the resubmission, please then add the PIN along with the number(s) you wish to port to your existing porting case so that we can progress your number porting request.

Other Common Reasons

Reason	Resolution
Special Features on Phone Numbers	Your provider will not transfer phone numbers that have special features attached to them. Call your provider and remove these services and then resubmit the request. Some common examples of special features are: Remote Call Forward (RCF), Hunting, Ring Mate, CustoPAK, Foreign Exchange, Distinctive Ring, Centerx service, ISDN.
Incorrect Authorized Name	This occurs when transferring your number from a personal account. Contact your former provider to verify the Authorized name on file then resubmit the request with the updated information.
Pending orders on the former provider	If you recently made changes to the account or ordered additional services, this will conflict with the order to transfer numbers (there can only be one order active). You will need to cancel or complete any pending orders on the former provider.

Additional Information

There are sometimes cases where a port gets complicated. If you have received multiple rejections or the message in your account refer you to contact our number transfer team, create a case with 8x8 Support.

Admin Console Porting Guides

Submit a Port Request in Admin Console

Objective

Applies To

Procedure

US & Canada Submission

US Toll-Free Numbers

Global Submission

Claim Phone Numbers in 8x8 Admin Console

Objective

Applies To

Procedure

Filtering Phone Numbers

No Numbers Available

Remove a Number From 8x8 Admin Console

Objective

Applies To

Procedure

Additional Information

How to Return 8x8 Phone Numbers to 8x8

Objective

Applies To

Procedure

Additional Information

Error When Submitting a Port Request

Symptom

Applies To

Troubleshooting Steps

Blank Screen

Field Exceeds The Max

Insufficient Licenses

Insufficient Temporary Numbers

Invalid Value Field

Missing Mandatory Field

Not Portable

Additional Steps

Documentation

Documentation: Number Porting LOAs

Porting Documentation

Global Numbers

Porting to 8x8: What is the 8x8 number porting process?

8x8 Number Porting

Basic Stages

Important Terms

Detailed Stages

Preparation

Submission

Validation

Acceptance

Day of Port

Timing

Port Completion

What to do After the Port

Number Transfer FAQs

Can I port my Google Voice number to 8x8?

Question

Applies To

Answer

Additional Information

How to Track My Number Transfer Request Case

Overview

Applies To

What to Expect

Is there anything I need to do?

How do I track the progress of my port request?

Porting Lead Times & Scheduling

Porting Freeze Dates

Objective

Key Details

United States of America

United Kingdom

Republic of Ireland

Asia-Pacific Region

Number Porting Typical Lead Times

Objective

Porting to 8x8

Minimum Lead Times

Other Porting Timescales

Porting Away from 8x8

Spoofing (8x8 Work)