Numbers not working after porting

Symptom

You moved (ported) your number to us, but:

• calls to it don’t ring your phones, or callers hear a message or silence;
• some callers reach you and others still reach your old provider; or
• you can’t use the number as your caller ID.

Quick checks

1. Has the port finished? Open Services › Number porting and check the status of your porting request. The porting team confirms there when the cutover is complete.
2. Is the number in your call flow? On the PBX tab, check the number is in the Included numbers of an Inbound number object, and that the object is connected.
3. Did you apply it? If Apply configuration can be clicked, click it.

Likely causes and fixes

1. The port hasn’t completed yet

Until the cutover, your number still belongs to your old provider. During porting, calls to the number only reach your new call flow when they come from inside our network (on-net calls). Callers on other networks still reach your old provider.

Fix: wait for the cutover date and the confirmation in Services › Number porting. If the date has passed, add a comment to your porting request or create a support ticket. See Porting overview.

2. The number isn’t in an Inbound number object

A ported number doesn’t ring anywhere until it’s in your call flow.

Fix:

1. On the PBX tab, open an Inbound number object (or add one).
2. Move the number from Available numbers to Included numbers and click Save.
3. Connect the object to where calls should go, such as a User, Ring group or Time conditions.
4. Click Apply configuration.

You can do this as soon as the porting request is submitted, so the number works the moment it moves. See Prepare for porting cutover.

3. The configuration wasn’t applied

Changes on the canvas don’t affect real calls until you click Apply configuration.

4. Calls ring, but end or go to the wrong place

Follow the call path from the Inbound number on the canvas. Check every path is connected and the Time conditions hours and time zone are right. See Phone not ringing.

5. Caller ID doesn’t show the ported number

Once the porting request is submitted, you can choose the number as a user’s Default caller ID in the User settings. For a SIP trunk, set the caller ID in the PBX or system connected to the trunk, using the number in E.164 format. See Caller ID wrong or anonymous.

After the port

Porting moves the number, but other services, contracts or equipment rentals with your old provider may continue. Contact them to cancel what you no longer need.

When to contact support

Create a support ticket with:

• the ported numbers;
• the porting request ID from Services › Number porting;
• the date and time of a test call, the number you called from, and what you heard;
• the name of the Inbound number object the numbers are in.