Porting: Overview

Use the Port-Out Request tool to port from Level 3 Communications (SPIDs 7058, 7150, 8318, and 8824).

Please register with the tool to process your port-out request. The tool works with Microsoft^® Internet Explorer^® v6.0, 7.0 and 8.0 with a 128-bit cipher strength. Other browsers may work, but have not been tested for compatibility.

Note: All times shown in the tool are GMT, but we will follow the timing intervals set by the FCC based on the time zone for the telephone number, not based on GMT.

You can request a TN port out using the Port-Out Request tool 24/7. Our support staff is available to help you by email Monday–Friday, 7:00am–4:00pm MT excluding the holidays listed above (when our offices are closed).

A simple porting request is defined as a single phone number on a single account. Simple requests are processed within four hours of the request and can be ported within one business day.

A non-simple or complex porting request is defined as any request involving more than one phone number. Non-simple/complex requests are processed within 24 hours of the request and can be ported out in four business days.

Not all telephone numbers have a customer service record (CSR). We use our best efforts to provide CSR information for requests (if available).

• 200–500 phone numbers: three business days
• 500–5000 phone numbers: five business days
• above 5000 phone numbers: best effort
   

The day the request for a CSR is received is considered as day zero.

For simple ports, Lumen does not require a recent letter of authorization (LOA) signed by the customer of record; however, we reserve the right to request one at any time. It is the requesting provider’s responsibility to have a valid authorization on file. The local service provider (LSP) should have a copy of the end user's LOA on file. We do require an LOA for any requests related to managed-modem or dial-up-internet service.

To process a request for TN port out, the TN must be a valid Level 3 telephone number on the Level 3 network. The following service provider IDs (SPIDs) are owned by Lumen (formerly Level 3) and you may submit your request for any TN associated with these SPIDs: 7058, 7150, 8318, and 8824. If you are trying to port out against other SPIDs please contact the appropriate service provider for those requests. Lumen is only able to process port out requests against legacy Level 3 inventory.

To process your request, we require that the customer information submitted on the local service request (LSR) match our records. In addition, we require a 24-hour notice of changes and cancels prior to your firm order confirmation (FOC) date to ensure continuity of service. FOC dates are valid for five calendar days including FOC date. Lumen does not provide concurrence; the carrier provider is expected to build NPAC subscriptions in enough time for auto-concurrence. You cannot create an NPAC subscription prior to receiving your FOC.

Note: The following four fields are required on the LSR: PON, VER, ATN, and CRD.

• 200 or more phone numbers port migration
• Ports of less than 200 phone numbers where end user (EU) info is different for each phone number
• Porting intervals are approximate and include mandatory scrub
• 200–500 phone numbers: 15 calendar days
• 500–5000 phone numbers: negotiated
• Please email L3POProjects@lumen.com to discuss the SLA for large project ports
• Bulk port request template must be used
• Template can be obtained by e-mailing L3POProjects@lumen.com
• All attempts will be made to provide FOC 3 business days prior to CRD
• Templates and Project status requests must be submitted to L3POProjects@lumen.com
• Project requests will be responded to within 12 business hours.

You can check the status of your LSR in the Port-Out Request tool:

• Accepted—we've received an order commitment date from the losing service provider for the date you requested (or the next available date the losing service provider was able to provide—called a buffered due date).
  
  
• Completed—the phone number(s) has been ported; all records have been successfully updated.
  
  
• Created—an order number has been generated, but the order is still progressing towards sending the request to the losing service provider. (May not apply to orders for services outside the US.)
  
  
• FOC Received—an order commitment date has been received from the losing service provider for the date requested, or the next available date the losing service provider was able to provide (buffered due date); Lumen is still working to make the order ready to port. (May not apply to orders for services outside the US.)
  
  
• Installed—the telephone number has ported to Lumen, but the order is still updating records. The telephone number is currently in service.
  
  
• Pending Activation—an order commitment date has been received from the losing service provider for the date requested, or the next available date the losing service provider was able to provide (buffered due date). (May indicate order is unable to be processed for services outside the US.)
  
  
• Pending LSR—the LNP team is working to gain an order commitment date from the current carrier (losing service provider/LSP). This is the permission for Lumen to port the numbers. (Also known as Pending FOC related to orders for services outside the US.)
  
  
• Pre-Created—an order number has been generated, but the order is still processing towards sending the request to the losing service provider. (May not apply to orders for services outside the US.)
  
  
• Processing—generic status that may be displayed which indicates your porting order is in progress.
  
  
• Rejected—the request has been rejected by the losing service provider, or an error has been found that prevents Lumen from submitting the order to the losing service provider.

• If you are trying to supp or cancel an LSR on the day of FOC or after FOC, you must send an email with your PON and LSRID to L3POEscalations@lumen.com.
  
  
• Please put “same-day cancel” or "same-day supp" in the subject line.  We will respond within four business hours.
  
  
• Within the LSR request, please make sure you provide an accurate email address for both the primary and secondary (if needed) contact.

• Lumen does not provide concurrence except for out-of-service conditions for first responders. We have set our medium timers for all simple ports and expects the gaining carrier to do the same.
  
  
• If you have a first responder who is out of service and you need concurrence, please email your request to L3Concurrence@lumen.com. Requests will be responded to within four business hours.
  
  
• For non-simple ports, the 18-hour auto concurrence rule applies.

Due to realtime provisioning constraints, Lumen does not accept snapback requests. If you wish to disallow a prior port request and return the phone number to Lumen, follow the Lumen winback process. Where possible, we use our best efforts to work around this rule for first responders who are out of service, but system limitations may prevent us from accepting snapbacks even in these situations.

If you run into an issue, use the following list escalations. You must follow the escalation path in order—please don't skip a level—you will be auto-routed to the appropriate level if you escalate out of process. We respond to all escalations within 4 business hours if the escalation is received between 7:00am–3:00pm MT. If you escalate after 3:00pm MT, you may not receive a response until the next business day.

• Level 1: Port-out escalation mailbox
  
• Level 2: Shrikantha Nayak
  
• Level 3: Deepak Bose
  
• Level 4: Heavenly Pratt (484-275-0476)
• Level 5: Daymir Sepulveda (484-934-7420)
• Level 6: Angel Acosta (720-888-7957)
• Level 7: Christian Aguilar (720-888-1563)

Use this tool to port from legacy Global Crossing (SPID 7343).

Contacts for SPID 7343 (formerly Global Crossing)
More information about SPID 7343

Use this tool to port from legacy TW telecom (SPIDs 7178, 7280, and 8994). For access to Virtual Front Office, email PortOutAccess@lumen.com.

Lumen ports telephone numbers in accordance with applicable regulatory rules and industry guidelines. Lumen honors port-out requests from any authorized carrier (including cellular carriers) where the carrier indicates that they are in possession of a letter of authorization (LOA) from the end-user customer.

To port toll-free numbers from (Resp Org ID INF01), please send a resp org release request email with LOA signed by the authorized customer contact to 8xxResporgRelease@lumen.com and include the

• customer account name
• billing or service address
• new Resp Org ID
• toll-free number(s) that need porting
• authorized signature
• customer sign date   

You need to send requests within 30 days of the customer-signed date. Lumen rejects outdated LOAs.

To request a CSR, please email PortOutCSR@lumen.com and include the following:

• customer name
• service address
• billing phone number (BTN)

• An FOC or error status will be returned back to the NSP within 24 hours of receipt of the LSR.
  
  
• After receiving a clean LSR, Lumen requires a minimum of four business days to process an order.
  
  
• A due-date supplement will be required if numbers are not ported on FOC date. If a supplement is not received 24 hours before FOC date, the order will be cancelled the following business day.

Projects are defined as a local service request (LSR) to port 100 or more numbers. Project requests require a minimum of five business days. You include “Project/End User Name” in the remarks section of the LSR page and populate all required fields (highlighted in yellow) within the Virtual Front Office (VFO) tool. Once approved and free of rejects or clarifications, Lumen responds with a FOC and your due date for the project. LSRs submitted as a project are subject to normal LSR validation.

1. Lumen reviews requests for expedited port out intervals on an individual case basis with particular focus on preventing emergency services (such as 911, police, fire, ambulance, or medical facilities) from being out of service, but we do not guarantee that we can meet the shortened interval.
   
   
2. LOA: the LOA is not a required attachment to an LSR before Lumen will accept it. It is only necessary to have the “AGAUTH” box populated with the LOA name.
   
   
3. Changes or cancellations: The NSP must submit a supplement LSR to Lumen a minimum of 24 hours before the scheduled cut over. Large changes or additions to the LSR may affect the original due date.
   
   
4. Rejects or clarifications to the LSR: Lumen rejects LSRs when they don't provide sufficient information to process our disconnect service order. Lumen rejects LSRs for the following reasons:
   
   
   • If all 14 required fields are not complete for simple ports.
     
   • If the end user name does not match our customer of record.
   • If the service address on the LSR does not match the service address of record.
   • If porting out all numbers that are part of a contractually bundled service. (You must contact your Lumen representative to determine remaining products and pricing.)
     
     
5. Lumen issues a firm order commitment (FOC) when all open clarifications or rejects have been resolved.
   
   
6. NPAC activation of TNs: to help ensure concurrence on the FOC date, the gaining carrier must build an NPAC subscription for the TNs porting a minimum of 18 business hours prior to the due date.

• Level 1: Escalation mailbox (SLA response within four hours)
• Level 2: Lynette Heidrick (303-566-1569)
• Level 3: Christian Aguilar (720-888-1563)