Phone providers can be fussy when it comes to releasing your numbers to another provider. And when they reject number transfer requests for the reasons listed below, it delays the transfer process and causes frustration. Since most of these delays are preventable, we hope you find this list helpful in heading off these issues before they occur.
Very often, transfer delays are caused by a mismatch between the information you submit on the transfer request and what your provider has on file on your Customer Service Record (CSR). If the information doesn’t match, it gets rejected. A word of advice…your CSR is different than your bill, and it is an excellent idea to ask your service provider for a copy of it so you know what information you are trying to match! Also be sure to use the Number Transfer Tool before you start to see if your number is capable of being ported into 8x8 service.
Telephone Numbers Disconnected
If your numbers are disconnected, they cannot be transferred. Do not cancel your current service until your numbers have been successfully transferred! Unfortunately, there is no fix for this situation and you will lose your numbers.
Special Features on Phone Numbers
Your provider will not transfer phone numbers that have special features attached to them. Call your provider and remove these services before you begin the number transfer process or your transfer could take months longer than it should, while you continue to pay to keep those numbers active.
Examples of features on the line include:
- Remote Call Forward (RCF), Hunting, Ring Mate
- CustoPAK, Foreign Exchange, Distinctive Ring
- Centrex service
DSL on the Line
If you have DSL on your number, you will lose your Internet service if it transfers before you remove it from the line. Don’t risk this happening. Move it to another number or find an alternate Internet service before you request your number transfer. Most of the time your provider will block the number transfer but if it goes through you’ll be scrambling for Internet service and your 8x8 phone service won’t work either!
Business Name Mismatch (for business accounts)
You enter Smith Mufflers but the provider’s record says Smith Brake and Mufflers. If the business name doesn’t match, your provider will reject the transfer request until the correct information is resubmitted.
Residential Name Mismatch (for residential or personal accounts)
You enter John Smith but your provider’s record says Matthew Jonathan Smith. If the name on the account doesn’t match, your provider will reject the transfer request until the correct information is resubmitted.
Service Address Mismatch
The address you entered doesn’t match your service provider’s record.
Possible causes include:
- Entering the billing address instead of the service address
- Entering the service address for another location
- Entering the service address in a very different format than what they have on file
If the service address on the account doesn’t match, your provider will reject the transfer request until the correct information is resubmitted.
Incorrect Billing Telephone Number (BTN)
If you provide the wrong billing telephone number (the main number that is associated with that account), your provider will reject the transfer request until the correct information is resubmitted.
Incorrect Authorized Name
If the person who signs off on the transfer request (the Letter of Authorization) is different from the Authorized Name your provider has on file, they will kick back the request until the Authorized Name matches.
Outstanding Orders on the Account
If you recently made changes to the account or ordered additional services, this will conflict with the order to transfer numbers (there can only be one order active). You will need to cancel any pending orders on the account.
Transferring Some, But Not All Numbers on an Account
If you are transferring some but not all of the numbers on an account, 8x8 will be asked what your plans are for the remaining numbers.
Missing or Incorrect Account Number and PIN, or SSN (cell/mobile accounts only)
If you are transferring mobile/cell numbers, you will be asked to provide either the account number plus PIN, or the last 4-digits of Social Security number on that account. If the information you provided is incorrect or missing, your provider will reject the transfer until the correct information is resubmitted.