Unauthorized port-out best practices

What's an unauthorized port?

An unauthorized port occurs when a number is ported out to a new carrier without proper authorization from the end user. The FCC has set rules, guidelines, and policies stating that the new carrier is responsible for ensuring that the port requests it submits are in fact authorized.

In order to encourage competition and freedom of choice by the end users, applicable rules and procedures limit the ability of the old (losing) carrier to verify that port-out requests are properly authorized. Therefore, in order to support successful porting, Bandwidth requires its customers to obtain legally valid authorization from the end users as part of each port request it makes. A legally valid authorization is captured using an LOA that contains at least the required information according to the FCC’s rules and industry standards.

How do I report an unauthorized port?

Bandwidth can provide port-out notifications so that customers are able to review and validate phone numbers that have been ported out by the end users. If your end user reports that a number has ported without valid authorization, your Bandwidth Porting Team will work with the other carrier to determine the validity of the request and, if the port wasn't authorized, return the number as quickly as possible.

Important: Any unauthorized port-out disputes must originate from the end user disputing the port and be reported to Bandwidth within 24 hours of the occurrence, but no more than one week after the occurrence. Any unauthorized port request brought to our attention more than one week after the day it ported away is considered a "winback" to which standard porting timeframes and policies apply. An unauthorized port request that's older than one week won't be worked as an unauthorized port out.

In order for your Bandwidth Porting Team to validate an unauthorized port-out request and/or attempt to restore a number that has been ported without authorization, please perform the following steps:

1. Report the potential unauthorized port to your Bandwidth Porting Team by opening a ticket. 
2. Include the true end user information you have on file that should have been used for approval.
3. Attach, or be ready to provide, an LOA (dated within the last 30 days) to your support ticket.
   We may request an LOA signed by the end user of record identifying the end user’s choice of carrier.
4. These are high-priority tickets for our teams, but you may also wish to promptly call your Bandwidth Porting Team at (855) 864-7776 (option 1) to report that a number was potentially ported away without valid authorization and that a ticket has been opened.  

If the port wasn't properly requested, your Bandwidth Porting Team will review the information you provided for your end user against the information used to port the TN away. In the event there is an information mismatch, we will immediately begin working with the other carrier in an attempt to return the number. This may require further cooperation or input from you or the end user. 

Additional information about unauthorized ports

Please keep the following things in mind when it comes to unauthorized ports: 

• Phone numbers are authorized based on the new or “winning” carrier’s criteria of validation.
• An unpaid bill by an end user doesn't constitute an invalid port. In fact, the FCC has made clear that carriers can't delay or prevent porting due to a billing dispute or unpaid accounts.
• Despite the validation efforts taken by carriers, mistaken or unauthorized porting may still occur.
• If an end user believes that a number was intentionally ported without authorization, they may file a complaint to the FCC.
• If you'd like to add an extra level of security to your on-net phone numbers and help prevent unauthorized ports, you can add a port-out passcode.

Questions? Please open a ticket with your Bandwidth Support Team or hit us up at (855) 864-7776!