Porting Your Phone Number to OnCall IQ

Porting your US telephone number is a six-step process that can take up to four (4) weeks depending on the type of number you are porting and the country the number is located in. The process includes coordination between our upstream provider and your service provider to transfer the number to OnCall IQ.

Please note, we do offer porting internationally, but only for Canada and Australia.

  1. Submit your Porting request by sending an email to support@oncalliq.cominclude:
    • The authorized user or owner’s first and last name.
    • The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses.
    • A Twilio Letter of Authorization (LOA) (attached to this document) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier.
    • Obtain a Customer Service Record (CSR) by contacting your current carrier. You may need to ask for your carrier’s Porting Team. Please specify that you want the customer service record on file with the carrier, not merely your billing records. In many cases, the billing record and the customer service record will have the same information, but this is not necessarily going to be the case. Therefore, it’s best to ask specifically for the CSR.
    • A scanned (or electronic) copy of the most recent phone bill, within the last 30 days, that includes the account, owner/authorized user name, and address information for all the numbers you’d like to port.
    • Read the most common reason for rejections to avoid them.
  2. The Porting request gets approved. If everything in Step 1 was done correctly, you can expect your Porting request to be approved in 24 hours. Again, depending on the type of number you are porting (for example, toll-free or landline), the approval time may vary.
  3. The Porting request is Submitted to Carrier Partner. This can take up to 24 hours. Your request is then submitted to your soon-to-be former carrier as a port request. During this time, do not close your account with your carrier and keep your numbers active.
  4. Carrier Partner reaches out to Losing Carrier. This can take one (1) week to complete.
  5. Response from the carrier. At this point, your request will either be approved or rejected:
    • Approved: If approved, then you will receive a porting date of when your number will be ported to OnCall IQ.
    • Rejection: These occur for a variety of reasons, such as an incorrect PIN for an account, an address or zip code that doesn’t match the current carrier’s record or a port request made by an unauthorized user on the account. Read more about common reasons for port request rejections here. Additionally, you will need to reach out to your losing carrier to find out what’s needed to move forward. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request.
  6. OnCall IQ reaches out to you with your porting date. OnCall IQ will send you an email of your porting date for when your number will be transferred to your OnCall IQ account. Once your date has passed and you’ve verified the number has transferred to your OnCall IQ account, you can begin using your number.

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