Help CenterWhy can’t Mango Voice figure out what I need from the carrier for me?
Mango Voice is dependent on the customer to provide all relevant information regarding their existing account with the losing provider. The customer information with the losing carrier acts much like an ATM PIN number. The carrier will not provide the account information to Mango Voice because it provides security for the customer. Although you sign a LOA for Mango Voice to act on the customer’s behalf, the carrier assumes that Mango Voice will have the correct information for security purposes.
How long until an update is received from the carrier after the order has been submitted?
A response can happen as quickly as 72 hours for a simple port. There are no documented time frames requiring the losing carrier to respond per the FCC for project ports, therefore some carriers can take up to ten business days to respond. Industry average port times for local phone numbers are five business days. Escalations can be initiated after 72 hours, but it is recommended to follow the industry average of 5 days before submitting this type of request.
Can we submit multiple orders for the same account to port on different days?
The industry supports one open order against an account at a time for most carriers. The recommended approach is to port all numbers under the same BTN at the same time, not in phases. The phased approach will take longer because each order would have to complete/clear the losing providers' system before another can be submitted.
What if I can’t obtain CSR, and/or there is a reseller involved?
There are instances when there is not a CSR available. It is important that you confirm with your carrier that the information they see on the bill or have in their records is, in fact, what the carrier has in their systems. It is important not to assume that the information is correct. If a reseller is involved, you need the reseller to confirm what the underlying carrier has on record, it can vary greatly from what you may see on your bill. If you’re unsure how many carriers you’re working with, please call (435) 767-0660 or email porting@mangovoice.com with the Mango Voice Porting Team and we’ll be happy to scrub the numbers for you. Up front information gathering is the most important part of the number transfer process to avoid potential delays.
What should I expect on the day of port?
If Mango Voice has obtained Firm Order Confirmation (FOC) and a date is set – the hard part is complete. The numbers will move to Mango Voice around 9 AM ET on the scheduled date. If customers are utilizing call forwarding to Mango Voice temporary numbers, it should be a seamless transition with no updates on your end. If call forwarding is not set up, we recommend plugging in one Mango Voice phone before the port completes (day of/day before) and when that is the only ringing phone, that's your cue to plug in the remaining phones.
Why does Mango Voice port between 9AM and 10AM ET?
The chosen port time is to help accommodate all time zones. We port all our Project Ports at one time to reduce risk for you. The porting specialists know when all the numbers are porting, and any issues can be quickly identified. Porting within business hours also reduces risk for you because you are assured the best support possible from the losing carrier. If there are porting issues outside of normal business hours, carriers won’t be available for troubleshooting.
Can we snap an order back? What is the snapback process?
Snapbacks should be a last resort and are highly discouraged. Once a snapback is initiated, it can not be stopped, nor is there an option to only snapback a single number, all numbers on the order must be snapped back if this is initiated. Finally, snapback requests are dependent on the losing carrier's approval and are not guaranteed.
Can we add or remove numbers while the order is being processed?
Yes, but it is best to capture all numbers that will be porting prior to the initial submission. Any changes made after order submission will most likely cause delays in the original timeline.
My port request already has FOC, can we move the port date up so we can port faster?
Expedites are not recommended and approval is up to your losing carrier. It is not recommended as certain processes may be missed which can cause other potential issues for your calling and/or other.