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8x8 Support

What is LNP (porting): LNP Issue Isolation matrix

 

Objective

This article covers common customer questions about number transfer process and how to handle them.

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If you run into an common situation that is not listed here, please flag the article and explain the scenario.

Applies to

  • Sales
  • Implementation
  • Channel Partner Managers
  • Support Teams

Situation Matrix

The situation matrix is a guideline for when a customer request should be handled by support or our number transfer (LNP) teams. For any situation referring you to contact our LNP team, please consult the attached article and follow the guidelines there.

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Before transferring any issues to LNP, it is important to collect the necessary information like numbers porting, existing case numbers (if applicable), as well as getting security verification from the customer.

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All call transfer to LNP must be a Warm Transfer. Do not provide the internal LNP phone number under any circumstances. 

Situation 

Useful information

(some KBs are Internal only)

Redirect client to LNP

Customer asks how to check port-in status

KB Article

Yes*

(when additional information is needed)

Customer asks to change porting date 

KB article

Yes*

(when additional information is needed)

Customer has issues addressing a port rejection KB article Yes

Customer asks how to cancel a port request

KB article

Yes*

(when additional information is needed)

Customer complains a phone number ported in within the last 30 days is not working

KB article 

Yes* 

(after troubleshooting, the issue might be of technical nature)

Customer complains about a phone number ported in more than 30 days ago is not working

Please redirect the issue to NOC.

 Number issues should only come back to LNP if the carrier advises NOC that the number is not with us or has been ported out (the client then either needs to raise a port request, or LNP need to address the Slam - Unauthorized port out).

No*
Customer or Support believes the number may have ported out without authorization 

Support must verify that the number is not working before engaging LNP.

 KB article

Yes*

(once troubleshooting steps have been taken)

8x8 Work (VO) spoofing for Admin Console customers

LNP handles VO spoofing requests only. Please contact GNP for VCC spoofing.

KB article

Yes
Customer needs to move their numbers from one 8x8 account to another Contact Number Management - numbermanagement@8x8.com NO
Customer wants to move their 8x8 number to a different 8x8 carrier Contact Number Management - numbermanagement@8x8.com NO
Customer requests Premium Directory Listing (PDL) KB article NO
Customer doesn't have enough licenses for porting / other licensing issues

LNP does not address licensing issues. We address port orders only if/when sufficient licenses are available on the client's account.

Please reach out to Sales for more information.

NO
Customer asks us to remove their numbers from their 8x8 account after porting them out of 8x8

LNP does not perform number scrubbing. Please advise the client to 'return numbers to 8x8'.

Then internally contact Number Management - numbermanagement@8x8.com - to have the number status changed to 'released to carrier'.

NO
Customer wants to know whether their number is with 8x8 Please check the number in DID ID

NO*

(unless additional information is needed)

Customer needs account information for Port-Out requests

For general information on porting out please provide this KB article to the client.

If the client requests a Customer Service Record (CSR) please create a case - see this KB Article

NO*

(unless additional information is needed)

Customer needs PIN# for port-out request

Please provide the following PIN: 8x82125

(Note, the 'x' must be in lower case)

NO

Customer asks how long it takes to port numbers to 8x8

KB Article

NO

Customer asks about port rejections 

 

KB article

NO*

(unless additional information is needed)

New Port request for US, Canadian, or UK numbers (Local and Toll Free)

Admin Console: KB article

AM: KB article

LNP addresses port requests ONLY after being submitted via Admin Console.

NO

Customer asks how to resubmit failed port

KB article

NO
Customer inquires about Managed porting KB article

NO*

(unless additional information is needed)

Customer inquires about Project porting KB article

NO*

(unless additional information is needed)

Customer complains ported Toll-Free Numbers not working (AM)

KB article

NO

 

 

 

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