Porting a phone number to your Voice Complete service

The time times listed below are dependent on a clean ticket/order request with no rejections or clarifications needed. These intervals are for the completion of the initial ticket request which is to enter orders to the respective teams for processing only and do not include the time it takes for the services to be completed and turned up. Intervals begin when VSC receives the ticket.

• New request: 8 business days
• MAC order for existing customer: 5 business days
  

The following business days are dependent on clean orders with no rejections from the losing carrier. Some carriers may require longer intervals due to account features and their specific business rules. These intervals are for the LNP piece only and not included in the other work required to establish services. Intervals begin when LNP has received the order from the VSC.

• 1–49 numbers (standard port): 3–8 business days
• 50–numbers: 10–15 business days
• 750–10,000 numbers: 15–20 business days
• >10,000+ numbers (max amount per customer per day): 20+ business days

Service level agreement (SLA) exceeded condition during CSR and LSR phases:

1. Lumen will escalate to the first escalation point of the losing carrier.
2. If no response, Lumen will escalate to the second escalation contact of the losing carrier.
3. If no response after second CSR request, then Lumen bypasses the CSR and proceeds with the LSR port request.
    

Lumen escalates the LSR to the final escalation contact until a response is received.

• Resold accounts are end-user accounts that are managed by a losing service provider (LSP) who is reselling the underlying carrier voice service.
• When there are resellers involved and there are name and/or address mismatch rejections, in most cases there are no customer service records (CSRs) available from the underlying donor carrier.
• The total port time for an order with a reseller involved may be longer than normal due to the complexity of the port. Resolution is on a per-case basis only.

• Copy of bill (COB) cannot be used to dispute TN, address, or BTN mismatch rejections from the CSR on file with the LSP.
• All TNS listed on one BTN and account with the LSP must be submitted on one order.
• Supping a FOCed order is risky within 48 hours of the port date. It can be accommodated by contacting your customer care manager or assigned enterprise LNP project manager for your order. There are no guarantees made when supping a FOCed order the day of the FOC date.

• AT&T requires a project ID for orders considered complex for them. This includes phone numbers associated to specific types of products or features (ISDN, DSL, hunt groups, etc.). Please allow 5 additional business days for complex orders with AT&T. There are no indicators of a complex port prior to submitting. AT&T deems the order complex and the Lumen LNP team has no say in their decision.
• Verizon may deem an order complex and these can take up to 2 weeks from submission to obtain FOC depending on the complexity of the account restructuring. Verizon may also require a coordinated DID port—meaning the port must be completed prior to 5:00pm ET. These will be communicated by the enterprise LNP project manager once FOC is obtained.
• Hawaiian Telecom may require a hot cut for their ports. This is a specific time of day the port will complete. These can happen between the hours of 8:00am–4:00pm HT (11:00am–7:00pm MT) Monday–Friday.
• Most carriers require the account number and/or PIN to be provided. These should be provided by the customer preferably on the LOA to be submitted with the order.

Project ports are processed differently than standard ports because of the amount of phone numbers, multiple carriers, multiple locations, or products involved—and these have longer intervals for completion. Project port management is done entirely by the enterprise LNP project manager assigned to your project. This includes, but is not limited to, port submission, jeopardy resolution, supps, cancels, and snapbacks. Project status is communicated using the ticket created by the enterprise LNP project manager once the project has been received and scrubbed for accuracy. All communication should be done using that ticket. Your customer care manager will be included on all project updates.

Generally, standard ports are processed more quickly than project ports because of the smaller list of phone numbers and single location. Standard port management is done entirely by the enterprise LNP project manager assigned to your order. This includes, but is not limited to, port submission, jeopardy resolution, supps, cancels, and snapbacks. Status is communicated by email which is created by the enterprise LNP project manager once the order has been received and submitted. All communication should be done using email. Your customer care manager should be included on all order updates.

An internal port consists of phone numbers that are porting from one legacy Level 3 customer (SPID 8824) to another legacy Level 3 customer (SPID 8824). The internal porting interval can be same day if needed for emergency or OOS situations. A requested port date can be for up to 30 days from order-entry date. You cannot schedule ports on Lumen holidays or weekends. Internal port management is done entirely by the enterprise LNP project manager assigned to your order. This includes, but is not limited to, port submission, supps, cancels, snapbacks, etc. Status is communicated by email which is created by the Enterprise LNP project manager once the order has been received and submitted. All communication should be by email. Your customer care manager should be included on all order updates. Ports from Qwest Local or National are not considered internal according to the FCC and must be treated as external ports, but we can offer reduced intervals for these ports.

Autoport is an automatic activation at a set time and time zone on the FOC date. Autoport can be requested for any port type, Internal, Standard or Project. There can be no autoporting between the hours of 10:00pm–2:00am MT due to the Lumen general maintenance window for enhancements. The default autoport time is set to after 9:00pm MT. You must provide a time and time zone if you require a specific time and it is the Enterprise LNP PM’s responsibility to set up and confirm the autoport time. Any autoport scheduled outside of business hours (6:00am–6:00pm MT) will not have Lumen LNP support or losing carrier support. Any issues with autoporting outside of business hours will need to be referred to the Repair team at 877-453-8353 or to your Enterprise PM to address the following business day.

Scheduling is a scheduled activation with a Lumen technician on the FOC date. Scheduling can be requested for any port type: internal, standard, or project. You can request scheduling during business hours (6:00am–6:00pm MT). You will be charged for requests scheduled outside business hours ($400 for the first 4 hours, $100/hr for each additional hour). It is the customer care manager’s responsibility to schedule any port you request and to provide you with the after-hours agreement (if applicable) so you can review and sign it.

• Lumen does not pre-notify you of pending port-outs.
  
• Lumen is the carrier of record for all phone numbers on our network.
  
• Lumen allows port-out requests in accordance with all federal, state, and local regulations.
  
• The FCC has placed the responsibility of port-out authorization and validation on the gaining carrier.
  
• Lumen rejects any phone number port-out request if the end-user information exists within our LNP database and the zip code doesn't match the information on file.
  
• After a phone number has ported away from the account, the Lumen Port-out team disconnects the phone number from the account to stop the billing.
  
• If you have any concerns about our port-out process, contact your Lumen representative.

For escalations related to your LNP port orders your first point of contact should be the Enterprise LNP project manager assigned to your order and your assigned customer care manager (CCM). For other related escalations, contact us (scroll down to Porting).