Common Errors or Rejection Reasons with Porting Requests for eComFax

When a customer submits a porting request, this requires exact documentation. Otherwise, the porting will be rejected by the existing carrier. CWS will communicate directly with the customer when these issues arise. In case a customer follows up with you on their porting request, you can view the notes on status / issues from the eComFax admin portal and provide them an update.

Click on the common errors or rejection reasons to see how they are resolved:

1. All Data Mismatch / Name Mismatch / Address Mismatch

This means that the information the customer submitted on their Letter of Authorization (LOA) is different from what is on file with their carrier in their Customer Service Record (CSR).

A CSR is a copy of how their telephone records appear in the telephone company’s database.

In order to ensure a port request’s likely success, the information on the LOA – particularly the authorized user, service address, and zip code – should exactly match the information on the CSR.

There are cases in which the customer has changed office recently and provided the current carrier the new address to receive invoices, but the valid address is the old one. It also may be the address of their main office instead of the address of a branch office or vice versa.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Obtain these details from their database.
• For other carriers: The customer needs to contact the losing carrier and ask for these details.

2. TN not active

This reason means that the telephone number the customer wishes to port is disconnected, and/or the account status is inactive. Both have to be active to port.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Reactivate the number or the account.
• For other carriers: The customer needs to contact their current carrier to resolve this matter and reactivate the number/account and inform CWS about it.

3. Unauthorized Signature

This means that the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA).

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Check who the authorized contact is and resend the LOA.
• For other carriers: The customer needs to contact their losing carrier to verify who the authorized contact is, then resend the corrected LOA.

4. Losing carrier account PIN/Passcode is required

In order to port wireless numbers, we must submit a PIN. 

NOTE: The PIN is sometimes the last four digits of the account holder’s Social Security Number.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Check the PIN/passcode that appears in their files.
• For other carriers: The customer needs to contact their current carrier to obtain the PIN/passcode and provide CWS this information.

5. Incorrect Account Number.

The account number submitted does not match with the one that the losing carrier has on their CSR.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Verify the account number in their database.
• For other carriers: The customer needs to contact their current carrier to obtain the account number and provide this information to CWS.

6. Incorrect BTN

The billing telephone number (BTN) is where all telephone numbers of a customer are charged in a consolidated telephone bill, instead of showing charges under each telephone number.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Check the BTN that figures in their files.
• Other carriers: The customer needs to contact their current carrier to obtain the BTN and provide this information to CWS.

7. TN deemed not portable

This reason often means that the telephone number the customer wishes to port is disconnected.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: Reactivate the number or the account.
• For other carriers: The customer needs to contact their current carrier to resolve this matter/reactivate the number/account and inform CWS about it.

8. Pending order on the account

This means that more than one carrier is trying to port the same number.

We need to obtain the invoice and account number of the carrier that has the number at that moment. For example, if three days ago, Cox ported a fax number from AT&T and now the customer wants to use eComFax service, we must validate the account. In this case, escalate to CWS Customer Service.

Solution

• If the Marketplace provider (like Comcast or Cox) is the losing carrier: The Marketplace provider agent must verify whose number it is.
• For other carriers: The customer needs to confirm with their losing carrier if there is (or not) a pending order on their account and confirm this to CWS.