Lumen help
If you have phone numbers with another provider, you can port them to Lumen and add them to a Lumen® Voice Complete® service by submitting a change request.
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.
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.
Service level agreement (SLA) exceeded condition during CSR and LSR phases:
Lumen escalates the LSR to the final escalation contact until a response is received.
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.
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).
You shouldn't submit a port order until access is in place and the customer is ready to accept the numbers.
We recommend selecting some non-critical sites that would fall into both the standard port and project port categories. This ensures you and your account team get a feel for how the two types of migration events happen and some of the telecom industry processes. From there, you your plan for the remaining site into different categories based upon your needs. You need to get comfortable with how the phone number migration timelines work in the carrier space as well as making sure your process and the Lumen process align.
The best time of day and day of week to port (standard or project) is Monday–Thursday, 8:00am–5:00pm in the time zone of the losing carrier and on Fridays from 8:00am–3:00pm in the time zone of the losing carrier. This helps ensure losing carrier availability for any troubleshooting that may be needed. Lumen does not support porting events on the weekend as there will be no support from Lumen or the losing carrier on weekends. If an activation needs to be scheduled outside of normal Lumen business hours (6:00am–6:00pm MT), there is an after-hours form that will need to be signed and there are associated fees for this support. In this agreement, the customer agrees that they understand there is no support available from the losing carrier in case of any issues that arise in which the losing carrier would need to be engaged (e.g., translations removal or snapping back numbers).
The porting activation window (the timeframe when standard ports can be initiated) is open from 2:00am–10:00pm MT, Monday–Friday (excluding company holidays). All ports have to be completed and out of our systems by 10:00pm MT which is when we start any system updates/enhancements. For issues that occur outside of business hours, contact Lumen Repair at 877-453-8353.
Other than a requirement to have more than one project port if there are more than three carriers on a single project port, there is a 10,000 phone number limit per customer per day. Each carrier can only accommodate one order at a time. Multiple orders submitted on the same account with the same losing carrier will cause rejections. To avoid these rejections, submit one order at a time.
The only way to test that the losing-carrier network has removed translations completely on the phone numbers in question is to initiate calls from the losing carrier network to those phone numbers. Calling the phone numbers from outside the losing carrier local rate center area will not replicate the path that calls will take from customers off the donor carriers’ network. Originating a call from a wireless or other carrier network only tests the specific route the originating carrier uses to get calls to the Lumen voice network. Some customers work with their staff located at the site in question and ask they initiate test calls from lines that may still be with the losing carrier. The key is to clearly communicate what lines they need to use to ensure the call flow is force routed through the losing carrier network. It is rare for translation issues to occur, but some customers do choose to take these steps as a precaution for some or all of their sites. If any issues are identified by the customer, contact our Repair team (877-453-8353) to research resolution.
The losing carrier sets the final FOC/due date. When Lumen submits the LNP order to the losing carrier, we request a specific date based upon the request we received from our customer. Most of the time, if the order is submitted within the SLA guidelines for that carrier and is a clean order with no issues that could cause a rejection, the losing carrier accepts the requested due date. The losing carrier does have the legal right to respond back with a different due date than we requested. In all circumstances, Lumen communicates the accepted due date for the LNP order to you so you can adjust accordingly.
No, the customer of record is responsible for submitting service disconnects to the losing carrier for their services following their documented disconnect process. It’s important to discuss account disconnects with your current carrier prior to submitting a port order. Lumen will not submit disconnect requests on your behalf as we are not the customer of record.
To fill out the LOA, follow the instructions within the document. The LOA must contain the name and current service address of the end-user and the numbers that will be ported to Lumen from the end-user’s current carrier. The LOA used must comply with FCC regulations and must be dated and signed by the end-user or a person who has the authority to act as a legal agent. Once signed, Lumen LOAs are valid for 6 months. Most carriers require the account number and/or PIN to be provided and these can be noted on the LOA. Any features associated with the phone numbers should be removed prior to submitting the LOA. Additionally, don't place any new service orders or disconnects with your current service provider as this will cause delays in porting. For larger lists of phone numbers, you can note see attached in the LOA and attach a full list of phone numbers to the LOA.
Watch a step-by-step demo of how to port a phone number to a Voice Complete service:
To port a phone number to your Voice Complete service:
Note: Be sure to upload a current copy of your customer service record (CSR).
Try one of these popular searches:
Explore Control Center