Porting FAQs

By clicking on the 'Porting->Porting request' menu, you will be able to test, create and manage your porting requests.
If your porting test is positive, you can proceed further by:

• Filling the contacts details of the owner of the number(s)
• Uploading a signed "Letter of Authorisation" (the matching blank version can be downloaded online) and the last invoice linked to the number(s) you want to port to Voxbone.

By submitting these documents and clicking on the submit button, you effectively start the porting process. Porting date will be provided as soon as we receive a confirmation from your former carrier.

Porting is now automated through our web portal. However, should you require any assistance or additional information, you may contact our Porting department at lnp@voxbone.com.

This will vary from country to country. We generally expect a porting request to be completed within 20 business days.

Porting is a rapidly growing service offered by Voxbone. For a full list of countries supported, please log into your account and consult the coverage list under "Porting".

When porting a number you will be charged a one-off porting fee to cover the porting costs. This fee varies depending on the country in which you wish to port (the full list of porting prices can be found under the "Price List" of the "Porting" menu). Once the porting process has been completed, you will be charged the standard one time set up fee for the number and the monthly charges applicable as of the following calendar month.

You may now check (thanks to our "Porting request" link) whether or not your numbers are portable. Simply log into your account and select the drop down menu "Porting request". Then, click the "Create/Edit porting request" tab, which allows you to enter the details of the number you wish to port and simply press "Test".
For most of the countries, you will get an immediate answer telling you whether your number is portable to Voxbone or not. Please note that in a few countries, this portability check needs to be handled offline by our LNP team. Once known, the status of the requested number will change (to either created or rejected) allowing you to know whether the number is portable or not.

Once you have completed the previous steps, no further action is necessary from your side. Furthermore, due to our transparent porting process, the traffic will automatically connect to your configured number and you will start receiving traffic at the planned date for porting.
We do however invite you to log back regularly on your account to follow the progress of your porting requests. A couple of days before the planned date for porting, the number will be created in your account and linked to the URI you provisioned when you initiated the porting request. The invoice for porting will also be issued at the same time. You will be informed by e-mail once those actions have been performed. Please note that, should you want to modify the configuration of this newly created number you may do so before the the actual porting takes place.

Downtime is something that is extremely rare when porting with Voxbone as long as the number is mapped to the correct URI.

We support the porting of toll-free numbers in some countries. Legal restrictions apply in other countries preventing us from doing so. For a list of the countries within which we port toll-free numbers, please log into your account and consult the coverage list under "Porting".

• Created: number has been tested and is portable. You may now submit your porting request by uploading the signed LOA and the last invoice received from your donor service provider.
• Submitted: We have received your request (including accompanying documents).
• Being processed: Voxbone is currently processing your request.
• Accepted: Both Voxbone and our local carrier (if required) will proceed further with your porting request (a planned porting date should then be visible to you).
• Completed: number is created in your account, actual porting will happen at the planned date for porting.
• Rejected: Voxbone is unable to port the requested number.
• Cancelled: Customer wishes to cancel the port in request initiated.
• Missing Data: Documents submitted are either incomplete or incoherent with the contact details you entered.
• Pending portability check: Our LNP team is currently checking whether your porting request is possible.

You should receive a notification for the following statuses of the process

• Missing Data: If the documents you submitted are either incomplete or incoherent with the contact details
• Accepted: Once your documents have been accepted by Voxbone and the local carrier. At this stage, you should receive details about the planned date for port in. This also means that the former carrier has accepted the release of the number.
• Rejected: If your port in request has been rejected
• Completed: At the creation of the number in your account

This depends on when you cancel the request. If the cancellation is requested after you have completed and submitted the porting forms and documents to us, a cancellation fee will be charged. The cancellation fee is equivalent to the one-off porting fee and it covers administrative costs.

Potential reasons include:

• Mismatch between information provided (name, address etc..) and the one's that the donor carrier has on file.
• Outstanding debts/invoices with the donor carrier.
• Service with the donor carrier has bee terminated prior to the porting request.

Other restrictions may apply depending on the country within which you wish to port. For example, in Sweden the person requesting the port must have a Swedish organisation number or a Swedish social security number.

To port a number away from Voxbone, please contact the carrier to which you wish to transfer the number to. Voxbone will be informed of your request and will release the number in due time.

Your new carrier may charge you a porting fee for the manual work required to achieve the release of the number. Voxbone will not charge you any cost except for any third party costs charged to Voxbone.

Since LNP is a legal right in most of Europe and North America, such a request is rarely rejected. Voxbone will not refuse such request provided that customer will have settle all outstanding invoices and termination fees.