When you request to port your phone number(s), you may encounter a few common issues. This article outlines best practices and information to help you prepare for the porting process, understand potential challenges, and find clear steps to resolve them.
Learn more about common port rejections.
As Zoom ports numbers from all around the globe, porting windows vary. The information below can be used as a guideline to when porting occurs. Often, porting times are confirmed by either an automated system or a member of the porting team.
All porting occurs Monday – Friday (except for local holidays).
Notes:
This is the provider that you currently pay your telephone bills to. The losing provider name must always appear on your porting LOA.
Zoom can port your local (also known as geographical) numbers in all supported countries, as well as toll-free numbers in the U.S., Canada, and other eligible regions.
For U.S and Canada numbers, you can verify whether your geographical numbers are portable by using our Number Portability Checker before submitting a port request.
Please note that the porting process depends on your current service provider and their approval of the porting request. In some countries, the porting date may align with the termination of your existing contract, or your provider may choose to reject the request. We recommend reviewing your current contract terms, as early termination fees may apply.
Please see our articles about requesting a number port.
Please submit a request for a project port (port requests of 100+ numbers within North America). Porting typically takes 3 to 4 weeks, depending on complexity (how many underlying carriers are involved, their individual SLAs, the quantity of telephone numbers involved, etc.).
A DDI block is a set of sequential numbers, without any gaps or missing numbers. If the service phone provider has built your numbers as a DDI block on their network (or their underlying suppliers’ network), then they may only allow the numbers to be ported away as a DDI block when you leave them. Contact your phone service provider for more details on the numbers you own and if they're part of a DDI block.
As you own all ported-in numbers, you will need to add and keep your ported numbers as a block within your Zoom Phone account.
Yes, you can. Contact your current service provider about forwarding to your Zoom Phone account before submitting your porting request.
Your service must remain active with your current service provider throughout the number porting process. You will be notified by Zoom once your number has successfully transferred and you will be able to cancel your service with your old service provider at that time. Zoom does not cancel your service on your behalf.
Your existing service will work as is during the porting process if you do not make any account changes. Once your number has transferred to Zoom, your old service will no longer function. Note: Any service interruption during the porting process must be raised to your provider.
We will keep you updated throughout the porting process, and we will let you know once we have agreed on a firm porting date with your provider.
Porting may take longer than the standard time frame. A lot of factors can contribute to the delays.
Common reasons include:
Port request(s) will be canceled if there is no response or update from you within 15 business days. Some orders are automatically canceled if the system detects the following:
A Bring Your Own Carrier (BYOC) to native port allows you to move pre-existing BYOC numbers from BYOC to Zoom Phone.
This happens when your previous provider/carrier, still has your ported numbers in their network. In the industry, this is called ‘Residual Translations’, and it is quite common.
Losing carriers have 24 hours in which to remove your newly ported number/s from their network. If they have not done so, or if you’d like to get them removed sooner, please engage your previous provider/carrier, and ask them to remove the numbers from their network/switch.