Symptom
Your telephone number has lost service on the date it is scheduled to transfer to 8x8.
Applies To
- Porting
- Number Transfer
- Loss of Service
Resolution
Number transfer (porting) involves multiple parties and requires your telephone numbers to be added to their new network and platform, whilst being removed from the previous systems. During this process, it is normal for your telephone numbers to experience up to 15 minutes of downtime on the day of your port.
If your telephone numbers lose service for more than 15 minutes follow the steps below.
Step 1: Check Assignment
Check that the affected number is assigned to a user or service in 8x8 Admin Console.
- Log in to 8x8 Admin Console and navigate to Phone Numbers.
- Search for the affected number, using the international dialing code (e.g., +1 USA, +44 UK) and check the Number Status, as shown below. If the number is Available assign the number to the relevant user/service before testing again.
- If the number is Assigned proceed to Step 2.
Step 2: Test Calls
Internal Testing
If the affected number is assigned, try calling it from an existing 8x8 number. If your calls do not work correctly when calling from one 8x8 telephone number to another then it would suggest an issue exists with the configuration of the user or service on your 8x8 account. In this case, check the settings of the service your porting number is assigned to, and create a case with 8x8 Support if you need assistance in checking the issue.
If your calls internally on the 8x8 platform are working, move on to external testing.
External Testing
Try calling the affected number from any non-8x8 telephone number, as this will test if calls outside the 8x8 platform are being routed correctly from the relevant network carrier to 8x8. If your external test calls are failing to connect, perform three test calls (ideally from multiple telephone numbers).
- Number called from:
- Network called from: (the provider for the number you made the test call from)
- Number called to:
- Call date & time:
- Call result: (for example: Failed/Beeps Continuously/Reaches Incorrect Service)
Make a note of these details as we will need test call examples to investigate further.
Step 3: Let us know!
If your telephone numbers have been without service for 15 minutes or more do let us know!
We can then troubleshoot on our side, and work to identify what is needed to get you back online as soon as possible. Create a Case with 8x8 Support.
We would strongly recommend that you report the loss of service via your Number Transfer case, with the three test call examples, so that we can identify the root cause as quickly as possible. Once your loss of service has been reported, we will be in touch within one hour with the next steps or, ideally, a resolution.
There are several potential reasons for a service outage during a number port, and often the solution will require action from the previous network carrier. If we do need action from the previous carrier, we will ensure they are notified of the outage and will follow up regularly until the necessary action is taken.
Step 4: Additional Checks
If the above steps have been completed then our Global Number Porting team will now be working to investigate and resolve your loss of service. Whilst we identify the issue, also perform the following checks.
Check Other Priority Numbers Porting Today
If you are transferring multiple numbers to 8x8 then also test any other high priority numbers. When a loss of service is reported we will check the relevant port order, and any others you have taking place that day, but where possible we will prioritise telephone numbers you highlight as most important.
Check for Call Diverts
check and let us know if you have any call diverts active with your current provider or in the 8x8 platform. Forwarding calls to an alternative destination, or the current provider removing call diverts on the day of port, can cause unexpected test results so do let us know if any diverts are involved.
Check the Port Date for the Affected Number
If you are transferring your telephone numbers to 8x8 across multiple port dates check the affected number is due to port today. If the number is scheduled to port at a later date then the loss of service would need to be reported to the current provider.
Step 5: Escalation
Whilst the time to resolve an outage may vary, our Global Number Porting team aims to acknowledge any loss of service and confirm the next steps within one hour of the issue being reported. If you have followed the steps above to troubleshoot and report your service issue but have received no feedback from our team within one hour use the Escalate Case option via your 8x8 Support Portal. See Escalate a Case with 8x8 Support.
Step 6: Resolution
The timeline for restoring service will vary based on the root cause, but we will always work towards a fix as quickly as possible. Once a loss of service is reported we will keep you updated on any developments & actions taken, via your Number Transfer case, until a resolution is achieved.
Most outages are resolved during the same day, but on rare occasions there may be action outstanding from another provider, or network carrier, when their opening hours have ended. In this case, we will let you know when their business hours resume and will follow up with them the following business day.
When our testing indicates the issue has been resolved we will ask you to perform new test calls to ensure that the affected number is now working as expected.