Frequently Asked Questions
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The porting process takes 2 to 4 weeks (business days) to complete from the time of submission.
Nextiva will be working with one of our hosted carriers to port in your numbers. We will submit your information to one of our hosted carriers who will then submit the port request to your current carrier.
The porting process takes 2 to 4 weeks (business days) to complete from the time of submission. We will check the status of the port request daily and inform you via e-mail as soon as we receive a confirmed scheduled port date from the losing carrier.
Nextiva will be working with one of our hosted carriers to port in your numbers who will require a completed Letter Of Agency (LOA). If you have not yet received the porting LOA form, please e-mail firstname.lastname@example.org. Include the numbers you want to port and the carrier you are porting from. We will then send you the LOA to get the porting process started.
Once you have faxed or e-mailed your LOA to Nextiva Porting, please allow 48 hours for a confirmation response. If you have not received a confirmation within 48 hours, please e-mail email@example.com.
The information on your LOA must match the exact authorized name, service address and billing telephone number that your current provider has on their customer service record (CSR). If there is a mismatch, your port request may be rejected. There is an example form attached to each LOA to assist you. For additional questions, please contact firstname.lastname@example.org.
Nextiva must match what your current carrier has on file for your account in order to port your number. You may use your current carrier’s bill or contact your current carrier to verify your account information or request a CSR (Customer Service Record) from them.
You do not have to provide a bill with your LOA as long as your LOA is completed and your current carrier and account number is provided to us. We may request a bill, however, if there is additional information requested from the carrier.
Please contact your Nextiva sales agent to assign temporary Nextiva numbers for your carrier to forward to.
No. We are not authorized to add or make changes to your account with your current carrier. Please contact your current carrier to set up a forward to your temporary Nextiva numbers.
Disconnected numbers CANNOT be ported. Please wait until your number has been completely ported before calling to cancel service with your current provider.
Nextiva Porting will send you a port date e-mail. We recommend waiting a couple of days after your port has completed before calling to cancel with your current carrier.
(When you do cancel with your previous provider, please confirm with them that they are removing the number from their system. If your number is left in their system, some of their customers may have trouble calling you.)
We are not authorized to add or make changes to your account with your current carrier. Please wait until your number has been completely ported before calling to cancel service with your current provider.
Nextiva porting will only close your ticket if the issue for that ticket has been resolved or there are duplicate porting tickets for your account. We will note “duplicate ticket” in the subject line. Your porting ticket will remain open until the porting has completed.
As long as your numbers are properly assigned to your Nextiva account, there will be now downtime during the port.
We will load the numbers into our system and assign them to your account before the port date. Please make sure the numbers are assigned within your Nextiva Portal to either an employee, Hunt Group or Auto Attendant on or before the date of completion in order for them to work properly after the port.
You may also e-mail Nextiva Porting instructions for assigning your numbers.
If you experience any problems with your number, please contact The Amazing Service® Team as soon as possible at 800-983-4289.
We will continue to check the status of your order daily and inform you via e-mail as soon as we receive an update or a confirmed scheduled port date. You may also e-mail email@example.com and request a port status update.
Your current carrier has rejected our request to port your number. Either there is an account mismatch, a pending order on your account or a feature removal needed. When your port request has been rejected, Nextiva Porting will e-mail you the reason and how to resolve with your current carrier. You must contact your current carrier to obtain the correct information or to resolve the issue. Inform us when the issue has been resolved so that we may resubmit the request.
E-mail firstname.lastname@example.org with the numbers you want to port and the carrier you are porting from and we will check portability for you.
You must have a Nextiva account in order port your numbers to us. Please contact Sales at 800-799-0600 to get started.
If you already have a Nextiva account, e-mail email@example.com with the numbers you want to port and the carrier you are porting from and we will send you the needed forms and instructions.
Nextiva uses hosted carriers to port in telephone numbers. We have inquired with all of our carriers, and essentially, it is because of the rate center (or prefix) this number falls into. We do not have a “footprint” in the geographical area and are not able to service these numbers. Unfortunately, there is nothing further we can do, as our providers explain that building routes and coverage to areas such as this is a lengthy process based on demand.
Alternatively, if you do not need this specific number(s), we can assign a new, similar number(s) under our service.
You will be responsible to pay your current provider and Nextiva for service during the porting process.
Please e-mail firstname.lastname@example.org with the following:
Phone number(s): (that we are changing caller id on)
Address: (required by some carriers to update caller id, but is not published)
Exactly what you would like caller id to say: (15 characters or less, including spaces)
Your account security pin number: (required to authorize us to make these changes)
We are unable to update toll free numbers and fax numbers. Also, please make sure that the caller ID field is the same as your request. You can check these in your account.
Once we have this information we will send in a request to the carrier to update your caller ID. Our update can take about 15 business days to complete.
We will inform you via e-mail once we have completed everything on our end.
At that point we need to allow time for the other nationwide carriers to update their databases. This can't be expedited, unfortunately, and may take 2-4 weeks.
Nextiva can only port your number as either voice or fax, it cannot be used as both.
Nextiva uses hosted carriers to provide service for your numbers. Many of our numbers are under Nextiva’s name and address on our hosted carriers account.
E-mail email@example.com with a list of Nextiva numbers you want to port out so that we may send you the correct CSR (Customer Service Record) information to forward to your carrier for port out.
Fill out your new provider's LOA with the CSR provided.
Then the new company can resubmit the request.
Contact your new provider for an update on the status of your port.
Nextiva will not cancel your account unless requested. Please contact us after you numbers have completed porting out if a cancellation is needed.
Due to the fluctuating volume of ports daily for each carrier, a specific time of day is not scheduled for ports to complete. Nextiva’s incoming ports are completed by 5:00 pm MST on the scheduled port date.
Once your porting request has been accepted for an exact porting date, we will require 48 hours notice in order to cancel the order if necessary. Please e-mail firstname.lastname@example.org to cancel your port in.
If you carrier releases your numbers without advanced notice or you experience any problems with your number, please contact The Amazing Service Team as soon as possible at 800-983-4289.