1. first name and last name on the account (identifying each) that the existing/previous provider has on file
2. the actual phone number, including area code which should be active, in working order, and not scheduled for disconnection
3. we need to know if this is a partial port (i.e., if you have other phone numbers with them that you are keeping there) and if this is (are) residential or business numbers; if yes, we need to provide the other phone numbers on that account even if they are not being transferred
4. if it's a mobile number, we'll need the IMEI and SIM card numbers as well (if used); to obtain the IMEI, enter ("dial") on the mobile phone *#06# and if you changed phones, the IMEI they have on file is also important, so please submit your current IMEI as well as what they might have on file; the SIM number is usually printed on the SIM card;
5. the address on file with your former provider and their CLEC, i.e., Service Address, which may be different from your billing address; this may be different from your actual address, especially if you changed your address while a subscriber with them, so be sure you provide us with the address your provider (or the CLEC, the provider of your provider) has on file and do not attempt to change / update it while the transfer is in progress
6. provider's name and address (this is usually printed on the statement)
7. a signed copy of your latest statement (see below for more details); the signature should be on a blank area
8. your account balance with us (as well as with them) should be higher than possible charges throughout the duration of the transfer (though on our side, we usually absorb any fees and we may even provide a credit).

• On a Windows laptop or computer, you may use "Snipping Tool" which automatically saves screenshots in your Pictures folder (when pressing the Windows Key and PrtSc), or press Alt+PrtSc to only take a screenshot of your current window, rather than the entire screen. If you do not have or want to use a specific utility, the image might be placed in your Clipboard. You will have to paste it (Ctrl + V) in an image editor in order to save it and / or print it.
• On a MacBook or similar Apple device, press Command (⌘)-Shift-3 or Command (⌘)-Shift-4 as detailed on Apple Support.
• On a smartphone or tablet, you may take a screenshot by pressing the power button and the volume down key on Android, or the lock and home buttons on an iPhone. You can then find the screenshot in your Camera Roll. You may then sign it with your finger using an image editor right on your smartphone, then email it to us - just be sure that your signature is readable and obvious, or your former provider might reject the application.

Reasons for rejection

1. A landline is installed at a specific physical address, which must match; for services which are inherently nomadic (such as prepaid mobiles or VoIP), the address may be arbitrary but still needs to look like a valid street address (not a box) with your port request matching your record at the existing provider.
2. Another common mismatch is the contact person's name on a business telephone line. A carrier will list names of one or more specific persons in a company as having control of a number even though the bill itself only shows the company name and billing address. The contact person's name is needed.
3. The Billing Telephone Number (BTN) is the main telephone number listed on your account. If the BTN you provided us does not match what your phone provider has on file, you will receive the Incorrect BTN rejection. To resolve this rejection you will need to contact your current phone provider and ask them what the BTN is for the specified porting number(s). If you are porting more than one number it is possible there may be more than one BTN on your account. If this is the case you will need to determine which of the specified porting number(s) falls under which BTN. The least painful way to do this is to request a Customer Service Record (CSR) from your current phone provider. It is recommended that prior to submitting your port request to us, you can either request a CSR from your current phone provider or you can call/email them to determine what the BTN(s) is/are.
4. If the porting number(s) is/are part of a Hunt Group, you will receive the Hunt Members Stranded rejection. To resolve this rejection you will need to provide a list of the hunt members and what is to be done with them (port them, cancel them or keep them). To avoid this rejection, before starting the porting process, make sure the porting number is left alone (not being attached to any Hunt Group) or provide the Hunt Group information within the porting notes.
5. Sometimes, even when we already have an FOC date, the losing carrier is able to reject the order. This kind of rejection is called More Recent Authorization. It means that the losing carrier received a more recent authorization than ours to port this number or that the customer contacted the losing carrier and cancelled this request, or that the losing carrier received a request from another carrier more recently. In this case you will also need to contact the losing carrier to verify this and then let us know how to proceed.
6. You will receive the Freeze on the Account, Pending Order rejection if there are any open/pending orders on your account with your current provider. This could include feature changes, disconnect orders, or even changes made to other services you may have with your current phone provider. To resolve this rejection you will need to contact your current provider, determine what the open/pending order(s) is/are, and either complete or cancel the order. Once this has been done, you will need to contact us so we can resubmit your port request. Usually a confirmation number is needed. To avoid this rejection, make sure there are no open/pending orders on your account prior to submitting your port request to us; this includes disconnect orders. It would be best to wait to submit a disconnect request until after your numbers have completed porting to us.