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How to contact LNP (porting)

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Overview

Important-Icon.png Before redirecting the client to LNP please make sure to run the LNP fault Isolator to determine whether LNP  can provide assistance.
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LNP is a customer-facing department.

We offer chat/call service between 8:30 AM EST - 8:00 PM EST.

Applies To 

 

  • Support Teams
  • Implementation
  • Sales

Applicable Scenarios 

Please check the LNP Issue Isolation KB before contacting the LNP team.

  1. Client needs additional information on their port request - please provide this KB for status checks
  2. Spoofing requests (X-Series numbers ONLY) - any VCC spoofing request needs to be directed to the GNP team
  3. PIN # inquiries - please provide the following PIN # to the customer: 8x82125
  4. Client needs general information on the LNP process: information on carriers, SLAs, etc.
  5. Unauthorized port outs (Slam) - please see more details here

Procedure

Within Business Hours (8:30 AM EST - 6:00 PM EST)

1. Run the LNP fault Isolator to determine if it is an LNP issue.

2. Create/Update the Salesforce case and assign it to LNP - click here to learn how to assign to LNP. 

3. Transfer the chat to LNP, click here for details.

4. If the client requests to speak with a LNP agent, contact us  directly by choosing option 4 (Number Transfer/Porting).

 
Outside Business Hours

1. Please make sure to run the LNP fault Isolator to determine if it is an LNP issue.

2. Create/Update the Salesforce case and assign it to LNP - click here to learn how to assign to LNP. 

3. Tag the LNP agent (case owner) in Salesforce - make sure to include all the relevant details and instructions. 

If the Salesforce case hasn't been picked up by a LNP agent yet, please notate the case with all the necessary details and ensure you assign it to the correct queue - click here for case assignment information. 
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For any Outside Business Hours URGENT issue please follow the LNP escalation Path.

 

If the LNP case hasn't been picked up in 7 days, please follow the LNP escalation Path.

If the situation described by the customer is URGENT, please follow the LNP escalation Path.