Port Rejections
Transferring your new phone number to a new service provider shouldn’t take a lot of time or trouble. When you’re transferring your number to a new provider, the last thing you want to hear is, “The port was rejected", however, if this happens it is an easy fix and we are here to help!
Here are the possible Porting Error Messages and what to do:
ACCOUNT_NUMBER_MISMATCH
The account number provided did not match what the losing carrier has on file. For some carriers, the account number may be the same as the Billing Telephone Number (BTN).
- How to correct: Please verify that your carrier has entered the account number as shown on your Port Out Certificate.
ACCOUNT_NUMBER_REQUIRED
The account number was not provided but is required.
- How to correct: Please verify that your carrier has entered the account number as shown on your Port Out Certificate.
AUTH_NAME_MISMATCH
The authorized user name provided did not match what the losing carrier has on file. The names must match exactly or the carrier will likely reject the port out.
- How to correct: Please verify that your carrier has entered the authorized name as shown on your Port Out Certificate.
BTN_ATN_MISMATCH
The Billing Telephone Number (BTN) or Account Telephone Number (ATN) did not match what the losing carrier has on file.
- How to correct: Please verify that your carrier has entered the BTN/ATN as shown on your Port Out Certificate.
BUSINESS_NAME_MISMATCH
The business name or end user name provided did not match what the losing carrier has on file.
- How to correct: Please verify that your carrier has entered the correct spelling of the business name as shown on your Port Out Certificate.
DIFFERENT_ACCOUNTS
One or more phone numbers specified in the port request were part of separate accounts.
- How to correct: Please verify that your carrier has entered the account number as shown on your Port Out Certificate.
DIFFERENT_RATE_CENTERS
One or more phone numbers specified in the port request were in different rate centers.
- How to correct: Some carriers require that port requests be split into multiple requests by rate center, if this is the case,please submit a support ticket and we will reply the same day. to issue separate Port Out Certificates.
FOC_REJECTED
The FOC date requested was not accepted by the losing carrier.
- How to correct: We do not reject a port request based on the FOC date received by out carrier, please submit a support ticket and we will reply the same day.
ILLEGIBLE_LOA
The LOA provided was illegible or unreadable.
- How to correct: Please submit a support ticket and we will reply the same day and we will resend your Port Out Certificate.
INVALID_RESELLER
For Canadian number porting, the reseller specified in the port request did not match what the losing carrier has on file.
- How to correct: Please verify that your carrier has entered the reseller name as shown on your Port Out Certificate.
LOSING_CARRIER_NO_RESPONSE
- How to correct: Please submit a support ticket and we will reply the same day.
OTHER
An unspecified error condition occurred when trying to validate the port out information.
- How to correct: You will need to ask your carrier what the issue is, we need to know in order to provide assistance. Then submit a support ticket and we will reply the same day.
PASSCODE_PIN_INVALID
The passcode or pin number provided did not match what the losing carrier has on file.
- How to correct: Please verify that your carrier has entered the PIN as shown on your Port Out Certificate.
PENDING_ORDER
One or more phone numbers specified in the port request are already in the process of being ported out or have another service change that is pending.
- How to correct: Please submit a support ticket and we will reply the same day. after we verify the status on our portal.
PORTING_MAIN_BTN
The port request was specified as a partial port out but one of the phone numbers specified in the port request is the Billing Telephone Number (BTN). This would leave one or more stranded numbers on the account without a BTN.
- How to correct: Please ensure your carrier submits a FULL PORT, we do not conduct partial ports.
REQUEST_INCORRECT
The port request was either incorrectly specified as a partial port out or a full port out.
- How to correct: Please ensure your carrier submits a FULL PORT, we do not conduct partial ports.
SERVICE_ADDRESS_MISMATCH
The service address specified in the port request did not match what the losing carrier has on file.
- How to correct: Please verify that your carrier has entered the address as shown on your Port Out Certificate.
TN_HAS_SPECIAL_FEATURE
One of the phone numbers specified in the port request has a special feature that must be removed before the number can be ported.
- How to correct: Please submit a support ticket and we will reply the same day as we do not add special features to our numbers, they are all parked as a VOIP line which are all clasified at Wireline/Landline.
TN_MISMATCH
One of the phone number specified in the port request is not on the account specified.
- How to correct: Please verify that your carrier has entered the correct phone number you have purchased.
TN_NOT_PORTABLE
One of the phone numbers specified in the port request is not portable.
- How to correct: Please submit a support ticket and we will reply the same day as all numbers are portable. We do not stock numbers that can not be ported.
UNSUPPORTED_RATE_CENTER
One of the phone number specified because the rate center is not supported.
- How to correct: Please submit a support ticket and we will reply the same day. as this typically happens with rural rate centers where the incumbent carrier has a monopoly.
ZIP_POSTAL_CODE_MISMATCH
The zip or postal code specified in the port request did not match what the losing carrier has on file.
- How to correct: Please verify that your carrier has entered the correct postal code with the space, as indicated on the Port Out Certificate.
Carrier specific porting contacts:
You must have already submitted your port and received a rejection for the contacts below to assist, they do not initiate ports. To start the porting process, please see our porting guide.
If you have any rejections after you submitted your port request, simply contact a Wireless Porting Fallout Support Agent at Rogers Wireless, Fido Solutions, or Chatr Mobile.
Telus:
If you have any rejections after you submitted your port request, simply contact their Tier 3 Port Support Team.
Finally, if our carrier rejects your port request, don’t panic. Chances are, the problem was due to some piece of information your carrier submitted that just doesn’t match what our carrier has in their records.
Simply submit a support ticket and we will reply the same day. We will assist you with the rejection from your carrier and even do a three way call with you and your carrier to ensure the information they are submitting is correct. There is no charge to submit additional port requests, however, the process might take a little longer than you anticipated, but we have never had a number that we could nor port.
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