Canadian Phone Number Portability: Port Request Rejection Reasons and Actions
Table of Contents
What Is Number Portability? Common Landline Port Rejection Reasons in Canada Best Practices for Landline Porting Required Documentation for Port RequestsNumber portability in Canada allows customers to retain their phone numbers when switching between service providers. However, porting requests can be rejected for various reasons. This article outlines common rejection reasons and provides corrective actions to resolve them.
What Is Number Portability?
Number Portability (LNP) allows customers to retain their existing phone number when moving from one provider to another. This article applies to Canada's landline numbers, provided the number remains in the same geographical rate center.
Common Landline Port Rejection Reasons in Canada
| Rejection Reason | Description | Resolution |
|---|---|---|
| Incorrect Account Number | The account number does not match the losing carrier's records. | Obtain the correct account number from a recent bill or the customer's provider. |
| Name or Address Mismatch | The customer’s name or service address doesn’t exactly match the losing provider's records. | Use the most recent invoice to match spelling, punctuation, and formatting exactly. |
| Number Not Active | The number is not currently active with the losing provider. | Confirm that the number is still in service. Reactivation may be required before porting. |
| Pending Disconnect or Cancellation | The number is already disconnected or scheduled for termination. | Have the customer cancel the pending disconnect or reactivate the line. |
| Unauthorized Request | The customer did not authorize the port, or the authorization form was invalid or incomplete. | Ensure a valid, signed Letter of Authorization (LOA) is submitted with the request. |
| Rate Center Mismatch | The number cannot be ported due to geographic limitations. | Confirm that the new service is in the same rate center. Use a local number if needed. |
| Group or BTN Requirement | The number is part of a bundled business account or shared billing telephone number (BTN). | Request a Customer Service Record (CSR) to determine if other numbers must be ported together. |
| Reseller Restriction | The losing provider is a reseller or third party with limited port-out capabilities. | Escalate through the upstream carrier or guide the customer to port directly. |
| Incorrect or Incomplete LOA or RESPOrg (Letter of Autorization) | The LOA form is missing required fields or contains conflicting info. | Ensure the LOA includes full name, service address, and a recent date with a signature. |
Best Practices for Landline Porting
- Always request a recent invoice (within 30 days) showing the number and account details.
- Ensure the LOA is fully completed, legible, and signed.
- Leverage the existing provider's customer service record (CSR) to gather details for business accounts or multi-line scenarios.
- Match the name and address formatting exactly to the losing carrier's records.
- Confirm the new provider supports the number's rate center.
Required Documentation for Port Requests
Make sure to include the following:
- Phone Number- A signed Letter of Authorization (LOA dated within 30 days)
- Toll Free Number - A signed Responsible Designation of Authority Form (RESPOrg)
- Toll Free and Phone Numbers -A recent invoice showing the number and account details