When submitting a porting request, every bit of information must be correct, otherwise the LCP will reject anything that comes through.
Ideally, LCPs will give us every reason for rejection when they reject a port request, however they can occasionally stop validation as soon as they find the first, meaning it’s better to try to get everything correct at the first time of asking rather than submitting in the hope that you’ll find all the correct information. As a general rule, the best option for trying to get information correct at the first time of asking is to talk to the current provider on the customer’s behalf, using the porting Letter of Authority.
Code 6 - Porting telephone number missing or invalid
Please ensure that when you’re trying to port a number, the main billing number must always involved in the porting request, whether you're trying to port it or not. We've seen several port requests where the customer has provided an incorrect number or possibly even typoed - please make sure to proofread!
This code can also mean that service to the line has been terminated - in which case, the number will not be able to be ported.
Code 25 - Single Line Order but porting telephone number is Multi Line
Often a customer may assume that because they only have one actual telephone number, it must be a Single Line installation. This is not always the case, as the line type depends on how it was installed - we regularly see single numbers that are actually classed as a Multi Line installation. The best way to be sure of the installation type is to check with the provider - they should give you this information if you can verify the account information.
Code 26 - Multi Line Order but porting telephone number is Single Line
Very similar to code 25 - a customer may assume that because they have multiple numbers installed at the same address, it must be a Multi Line order and attempt to port every number in one request. While this is usually the case, it may be that all numbers are installed separately and must be submitted as individual requests. Again, this is information that the current provider should be able to give you.
Code 30 - Telephone Number Already Ported
Often with resellers, the end-user may be unaware who the true host network is. This is often the case with resellers who may be selling numbers from a range of different wholesale providers. Thankfully with this error code, the rejection will have to come with information about who the correct LCP is.
Code 31 - Customer has no service with LCP
A similar issue to Code 30, but rather than being ported away from the LCP in the original attempt, this means the number wasn’t ever ported to them in the first place - again, often confusion that comes with resellers. Unlike code 30, however, we won’t be able to advise you on who the correct LCP is, and the suspected provider will need to be chased for more information.
Similarly to Code 6, this can also mean the number is no longer in service.
Code 41 - LCP Installation Post Code invalid
This is the most common rejection we receive. As the post code is the primary form of verification for LCPs, this is very important to get right, as often providers will refuse to give more information on other reasons for rejection unless we can verify the post code. This is not necessarily the same post code as the one on the customer’s phone bill, as many LCPs may not have updated post code information if end users have changed premises. Unfortunately, due to its purpose of security verification, we generally can't call an LCP to ask for more information on why the post code is incorrect - it's likely something only the end user will be able to accomplish.
Code 44 - Telephone number(s) associated with MBN missing or invalid
This can often be related to Code 25, though not always mentioned if there are other reasons (such as post code) to withhold information. Customers can often be unaware of associated numbers on their accounts, but with a code 44 an LCP should send us the specific numbers that are missing from the port order, meaning (like with code 30) it’s an error we’ll only receive once.
These are the main day to day issues we come up against in porting, however providers will always find ways to surprise us with problems nobody knew existed, thanks to the magic ofError Code 15 - Other. We’ll always do our best to investigate and find more information on these, and if you need any advice on any of the other rejection codes we receive, feel free to create a follow up to the ticket and we’ll endeavour to get as much information as the LCPs are willing to provide.