Porting, Switching · 6 min read
How to port your business phone number without downtime
By the CallRoute team ·
Your business number is on your website, your invoices, your vehicles and in your customers' phones. Changing phone systems should not mean changing that number. Porting moves it from your current provider to a new one, and when it is done right, customers never notice. This guide covers what to gather, how the process runs, and the mistakes that cause delays or dropped calls.
What porting is
Porting transfers ownership of a phone number from one carrier to another. In the US and Canada, you have the right to take your number with you when you switch providers. The new provider (the gaining carrier) submits a request to the old provider (the losing carrier), which checks your details and agrees to release the number on a set date.
The old provider cannot refuse a valid request just because you are leaving. But it can, and will, reject a request where the details do not match its records. That is where almost every delay comes from.
What you need before you start
Collect these from your current provider before you submit anything:
| Detail | Where to find it |
|---|---|
| Account number | On your bill or in your account settings. This is not your phone number. |
| Transfer PIN | Many carriers require a port out PIN. You usually request it in the account or by calling support. |
| Account holder name | Exactly as it appears on the account, usually the legal business name |
| Service address | The address on file with the carrier, which may differ from your current office |
| Recent bill | A copy from the last month or two, showing the numbers and account details |
| Authorized contact | The person allowed to make changes to the account |
The letter of authorization
The letter of authorization, or LOA, is the form that tells the old carrier you approve the move. It lists the numbers being ported, the account details above and the signature of an authorized person on the account. Your new provider gives you the form or collects the same information in its app.
Sign it as the account holder or someone the account lists as authorized. If the old account is in a former partner's or employee's name, sort that out with the old carrier first, since the request will not pass otherwise.
The porting process, step by step
- Set up the new system first. Create your account, add your team and build your phone menu and business hours, so everything is ready the moment the number arrives.
- Gather your details. Account number, transfer PIN, recent bill and the exact name and address on file.
- Submit the port request and LOA. Your new provider sends it to the old carrier.
- Get a firm order date. Once the old carrier accepts, you receive a firm order commitment, or FOC date. This is the day the number moves.
- Keep both services running. Until the FOC date, calls still ring on the old service. Leave it active.
- Test on port day. Call and text the number from a mobile and confirm it reaches the new system.
- Cancel the old account. Only after the number is working on the new system.
What happens on port day
On the FOC date, the old carrier releases the number and the new carrier activates it. The switch itself is usually quick, often within a few hours, but it is not always at a precise minute. During that window, some calls may still reach the old service while others reach the new one, depending on the caller's carrier.
That is why both services should stay live for the whole day. Keep an eye on voicemail in the old system until the end of the day, and check the new inbox as calls start arriving. Once calls and texts from a few different mobile carriers reach the new system, the port is done.
If something looks wrong, such as calls still going to the old system the next morning, contact your new provider first. It can see the status of the request and follow up with the old carrier directly.
Questions to ask your current provider
A short call to your current provider before you submit can prevent most rejections:
- What is the exact account number and name on the account?
- Do you require a transfer PIN, and how do I get one?
- What service address do you have on file for these numbers?
- Is there anything on the account, such as a contract or balance, that would block a port?
How to avoid downtime
Most downtime during a port is self inflicted. Follow these rules and the switch is usually invisible to callers:
- Never cancel the old account first. Canceling can release the number back to the carrier, and a released number may be impossible to recover. Cancel only after the port completes.
- Pick a quiet port date. Avoid your busiest day of the week and the end of the month. Midweek mornings work well for most businesses.
- Have the new system ready before the date. Menus, greetings and extensions should be set up and tested so calls land in the right place from the first minute.
- Tell your team. Make sure everyone has the new app open on port day, so nobody misses calls while looking at the old one.
What can delay a port
Porting is routine, but some situations take longer. Knowing them in advance lets you plan the timing.
- Mismatched details. The most common cause. Any rejection means fixing the detail and resubmitting, which restarts the wait.
- Missing transfer PIN. Carriers that require one will reject requests without it.
- Partial ports. Moving some numbers from an account while keeping others can add steps, since the old carrier may need to know which number stays as the main line.
- Large batches or many locations. Many numbers across different accounts may need separate requests.
- Toll-free numbers. These move through a different process and can take longer than local numbers.
- Unpaid balances or a contract lock. Some carriers place holds on accounts with open issues. Check with the old carrier before you submit.
What about texting after a port?
Porting moves the number for calls and texts, but texting registration does not always travel with it. If you send business texts, plan to register the number for A2P 10DLC (local numbers) or toll-free verification on the new system. You can start that work early so texting is ready soon after the number arrives. Our A2P 10DLC guide explains what is needed.
Porting into CallRoute
CallRoute collects your porting details in the app and checks them before the request is sent. Porting costs $5 per number, one time, and the fee is refunded if the number does not arrive. The earliest port date you can pick is seven days out, which leaves time for the old carrier to respond and for you to set up your phone menu and business hours before the switch. Until then, your new CallRoute number works right away, so your team can start using the shared inbox on day one.
Moving from a specific provider? Our switching guides cover what to export and what to expect from each one.