How to Resolve and Respond to Port Request Rejections for AT&T Office@Hand
Article #44902

Explanation: A number transfer application may be rejected because the person
listed on the request is not authorized to initiate a number transfer with your current
service provider.

How to resolve: Please contact the current carrier of the account to verify the name
listed in their system as the person authorized to initiate a number transfer.

Submit the correction: If the name is different from the original order:

• For local number(s) Edit request > enter the name of the authorized person in the
  highlighted field > Click Submit.
• For Toll-Free numbers: an updated Signed Letter of Agency (LOA) is required to
  resubmit the order

Explanation: Your current carrier has requested clarification because the PIN
(Personal Identifier Number) you provided does not match the PIN on file with your
current carrier, or you didn’t provide one.

How to resolve: Obtain your PIN by contacting the current carrier of the account.
This is required if your transferring mobile numbers. The PIN can also be the account
pass code or the password that you setup with your provider. Contact your service
provider and validate if you have the correct PIN, Passcode, or Password. We highly
recommend setting up a new PIN (for mobile numbers only) if you get this type of
rejection.

Submit the correction: Once you have verified the PIN number associated with the
port order, edit the request and number in the order.

• To restart your number transfer order, go to Admin Portal > Phone System >
  Phone Numbers > Transferred and Vanity > Click the three dots next to the
  Download LOA button > Click Edit > Edit the required information > Click Next till
  the Edit Wizard is complete.

Explanation: Your current carrier has requested clarification regarding the service
address you supplied on the request. The service address does not match what the
carrier has on record.

How to resolve: Please contact your current carrier and verify the service address
associated with the numbers you are porting. The address required is the actual state
and city where the number is located as porting is based on geographical area code.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the three dots next to the Download LOA
button > Click Edit > Edit the required information > Click Next till the Edit Wizard is
complete.

Explanation: Your current carrier has requested clarification on the Letter of
Authorization you submitted. They were either unable to read the information you
submitted on the LOA or you did not sign the document.

How to resolve: Please download a new LOA, complete it, check all information, and
upload.

Submit the correction:
To Resubmit: Admin Portal > Phone System > Phone Numbers > Transferred and
Vanity > Click the three dots next to the Download LOA button > Click Upload LOA.

Explanation: Your current carrier has requested clarification regarding the company
name you submitted. The company name does not match what the carrier has on
record.

How to resolve: First, check the most current bill to validate that you have used the
same name that is on the bill, if the names do not match, resubmit the correct name
on the bill. If the name you submitted does match the bill, then you will need to check
with your carrier to see if there is an underlying carrier that may have the numbers
listed differently, or the company is listed differently in a supporting system. If there is
an underlying carrier, your primary carrier will need to verify with the underlying
carrier how the numbers are listed.

Port request must go to the underlying carrier and need to match underlying carrier’s
information.

Submit the correction:
Edit your request, enter the correct name in the highlighted field, and then click on
the “Submit” button to resubmit your Transfer Request.
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the three dots next to the Download LOA
button > Click Edit > Edit the required information > Click Next till the Edit Wizard is
complete.

Explanation: Your current carrier has returned your port order for further
clarification because one or more of the numbers on your order appear disconnected
in the carrier’s systems. All numbers on the port request need to be active with your
current carrier when orders are submitted. Disconnected numbers cannot be ported.

How to resolve: Please contact your current carrier and have the number returned to
active on your account – or have the number(s) added back to your account.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the appropriate box > Click Submit.

Explanation: Your current carrier has returned your port order for further
clarification because a number mismatch exists between the order and what the
carrier has on record. Number mismatch can mean a few different things.
It could mean:

• One or more numbers on the order does not match what your provider has in
  their records
• One of the numbers on the order was transposed or typed in error
• One or more of the numbers is on another account associated with your
  numbers

How to resolve: Resolve these issues by first checking the list of numbers on the
order to make sure there are no mistyped numbers. If all the numbers are typed
correctly, then you will need to check the Copy of Bill, CSR, or contact your carrier to
validate all the numbers you are transferring are listed on the same account and
listed correctly with the same Billing Telephone Number (BTN).

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Select the number transfer order > click Submit.
You can send RingCentral an email at ntd.helpdesk@ringcentral.com

• If there are typo errors
• If you want to send us a copy of your bill
• If the numbers to port are under a different account or billing telephone
  number.

Explanation: Your current carrier has rejected the port order due to a Pending or
Open order that is in progress on the account associated with the number(s) that you
want ported. The carrier will only allow one open order on the account at a time so
there is no confusion or problems with your numbers and/or account due to multiple
orders processing at once.

You have one of the following types of orders open right now with your current
provider:

• Ongoing port-in request going to another provider
• Change/update of records (Address, Company name, Authorized name)
• Upgrade/downgrade of service – Added/removed account feature

How to resolve: You will need to contact your service provider to cancel or complete
the open order. Ask when it will be completed in their system before re-starting your
Porting request. Sometimes an order can get stuck in the system or be forgotten so
ensure that they are making more than a cursory check for a pending order.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Explanation: Your current carrier has requested clarification because there are
additional lines or services on the account that need to be addressed before they will
allow the port. Unfortunately, they do not tell us the services in question, but they
could include data services, additional numbers, or other services. Please contact your
carrier to obtain a CSR and determine how you would like to address the remaining
numbers or services. It is important to carefully consider all services before deciding
on how to proceed.

How to resolve: Once you know all the services and numbers that are associated
with the port you will need to make the following decision:

• Do you want to keep your remaining lines and service active with your current
  provider?
  or Do you want to disconnect all remaining lines and services?
• You will need to provide RingCentral with an accurate list of any additional
  numbers that will not be ported because the carrier will require that from us.

Submit the correction:
Send a list of all numbers associated with your account to RingCentral through email
at ntd.helpdesk@ringcentral.com with the following details:

• Order ID
• Instructions
  • I want to keep my remaining lines and service active with my current
    provider, or
  • I want to disconnect all remaining lines and services including date (if
    there’s one)
• List – List all your numbers associated with the numbers to be ported.

Explanation: Your current carrier has requested clarification on your port order
because either the account number you provided does not match the number they
have in their systems, or you did not include one on the order.

How to resolve: Obtain your account number from the most current bill. If you are
transferring mobile numbers an account number is required to port your numbers.
You can also contact your carrier to validate the account number if you cannot obtain
the bill.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the three dots next to the Download LOA
button > Click Edit > Edit the required information > Click Next till the Edit Wizard is
complete.

Explanation: Your current carrier has indicated there is a freeze on your account.
Port orders can’t proceed until the freeze is removed, and only the authorized user
can remove the freeze.

How to resolve: Please contact your current carrier to understand why the freeze
was applied and to have it removed.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the box that says “I confirm the resolution
of the freeze” > Click Submit.

Explanation: Your current carrier has sent the order back for clarification because
the carrier has a reseller associated with your service that is not listed on the order.

How to resolve: Contact your current service provider to obtain the name of the
reseller from whom the service provider received the number. You can also refer to
the copy of your bill and verify if the provider name is correct.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the three dots next to the Download LOA
button > Click Edit > Edit the required information > Click Next till the Edit Wizard is
complete.

Explanation: You have received this notification to indicate that your order has been
classified as complex by your current service provider. Examples of complex services
could include IP Flex, MPLS, Centrex, although there may additional services that
qualify with your carrier as complex. Your current carrier will need to process this
order manually because the services associated with your account cannot be handled
systematically. There is no need for you to do anything as this will be handled by the
RingCentral processing team in conjunction with your current carrier.

If you have received this notice, it will take an additional 10 or more business days for
your order to process due to requirements of your current carrier.
RingCentral portability team will contact you if additional information is need
regarding your port order.

Explanation: Your current carrier is asking for clarification regarding hunting on your
account. This rejection means you are trying to port a number currently in the hunt
group.

How to resolve: Remove the hunt feature prior with your current carrier prior to
resubmitting the port order; in some cases, the order can be submitted with another
number designated as the lead number for the hunt group.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Explanation: Your current carrier is asking for clarification regarding a Centrex
feature on your account. This rejection means you are trying to port a number
currently with a Centrex feature.

How to resolve: Remove the Centrex feature with your current carrier prior to
resubmitting the port order.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Explanation: Your current carrier is asking for clarification regarding Ring Master
feature on your account. Some carrier may call this feature Distinctive Ring. This
rejection means you are trying to port a number currently with a Ring Master feature.

How to resolve: Remove the Ring Master feature with your current carrier prior to
resubmitting the port order.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Select the number transfer order > click Submit.

Explanation: A number transfer application may be rejected because your current
service provider requires an attached LOA, and a recent copy of your bill.

How to resolve: Upload a fully filled out LOA and a recent copy of your bill not more
than 45 days old.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the three dots next to the Download LOA
button > Click Upload COB and Upload LOA.

Explanation: A number transfer application may be rejected because the billing
telephone number you provided does not match the number on file with your current
service provider.

How to resolve: Contact your service provider or refer to your copy of your bill and
validate if you have the correct number.

Submit the correction:
To restart your number transfer order, go to Admin Portal > Phone System > Phone
Numbers > Transferred and Vanity > Click the three dots next to the Download LOA
button > Click Edit > Edit the required information > Click Next till the Edit Wizard is
complete.
NOTE: If the initial BTN provided is incorrect, let RingCentral know via email at
ntd.helpdesk@ringcentral.com

Explanation: The number transfer request was rejected because a problem has
occurred between Systems (Carrier to carrier). No need for you to do anything as this
is handled by our Processing team and will reach out to you if additional information
is needed. If you get this notice, please be advised that the process may take longer
than usual (additional 5 business days).