Frequently Asked Questions
Select an area of interest:
Local Number Portability Overview
Local Number Portability FAQ
New Numbers FAQ
Local Number Portability (LNP) Overview
QUESTION: What is a LNP?
Local Number Portability was defined in the Telecommunications Act of 1996 as “the ability of users of telecommunications services to retain, at the same location, existing telecommunications numbers without impairment of quality, reliability, or convenience when switching from one telecommunications carrier to another”.
QUESTION: What is required to convert my current numbers to Alteva's service?
The following steps MUST take place for moving an end user's phone service to Alteva:
- End user decides what number(s) they wish to port.
- End user must sign a Letter of Authorization (LOA) stating that they approve the request to port their telephone number away from their current service provider to Alteva.
- Alteva must supply a porting request to the losing service provider, called Customer Service Request, in addition to the LOA authorizing the port.
- Once the losing service provider validates and agrees to port away the telephone number(s), they set a porting date, or Firm Order Commitment (FOC) date which may or may not be the same as the Customer Request Date.
- On the FOC porting date, the telephone number(s) will be removed from the losing service providers system and activated on the winning service providers system.
- Testing will take place within 30 minutes of porting.
Local Number Portability FAQs
QUESTION: What are the mandatory items you need from us before the porting process begins?
- The numbers your business wants to port to Alteva.
- A copy of the phone bills those numbers reside on. We need to get information directly from bill such as Billing Telephone Number, service address, etc.
- A signed Letter of Authorization (LOA)
- Desired request date for porting.
QUESTION: What phone number(s) should we port to Alteva?
Alteva can port any working telephone number that resides with your local exchange carrier. Businesses generally request to keep any phone number that is published (i.e. the main business number, toll free numbers, important direct dial numbers etc.).
QUESTION: Can we port a toll free 800 number?
Yes, toll free numbers are possible to port.
QUESTION: Can I port a number with DSL on the line?
Technically, yes- the number will port. However the DSL feature will not remain on the line once ported.
QUESTION: What if we have a contract with our current Local Service Provider (LSP)?
You need to contact your service provider to discuss the termination agreement. You may have to agree to pay an early termination charges if required prior to requesting to port the number(s) to Alteva.
QUESTION: How long does it take to port numbers?
The porting process has a standard interval of 20 business days for most carriers. Generally if one or two numbers are requested to port, it takes approximately 2 business weeks.
If 50 numbers or more are requested to port this is considered a project port and can take up to 30 business days.
QUESTION: Is there a specific time that the number(s) port on the FOC date?
There is a four hour window (10am to 2pm EST) when the number(s) port. At this time, both your phones (the analog and VoIP phone) will be on each employee's desk to ensure no calls are missed.
QUESTION: Is it possible to cancel or move the port date after the FOC is received?
Yes. If we need to cancel and push out the port date it can be done. However, if the cancellation or change of date is less than 48 hours prior to the Firm Order Commitment date this could result in a loss of phone service.
QUESTION: Can we request a port date on a holiday?
No, it is not possible to port number on dates in which the office is closed in observance of National Holidays.
QUESTION: Will there be any service interruption when the numbers port over to Alteva's VoIP System?
No. Prior to the FOC date, the number(s) that are porting are already in Alteva's system and routed properly. When the number(s) port, the transition is seamless. They begin ringing on the new VoIP phones. Please note if you are porting more than one number, they might not all port at the exact same time.
QUESTION: After the numbers port will we need to call our old current provider and make any changes/cancel account?
Alteva recommends that you call your leaving service provider to make sure that you will not be billed for the numbers that ported. You can also cancel any numbers that you do not wish to use anymore. Be careful not to close your account completely if you have any numbers on the account that should remain active, such as your fax number. We advise not to make any changes or cancellations the same day as the port. If any changes are made before the port takes place the port will get rejected and not take place.
QUESTION: Is it possible to get a block of new numbers?
Yes, Alteva can provide your business with new numbers in any location. You are not limited to your location. For example, if you are located in Pennsylvania, you can get California numbers. Also, unlike most carriers you can get any amount you wish, rather than just blocks of ten. We will then assign these numbers how you wish.
QUESTION: How long does it take to get new numbers?
There is a 3-5 business day SLA for new numbers. However, certain area codes may be backordered and must be ordered for local exchange carrier, extending the estimated time of arrival.