Lumen help
If you have phone numbers with another provider, you can port them to Lumen and add them to a Lumen® Voice Complete® service by submitting a change request.
The following business days are dependent on a clean ticket/order request with no rejections or clarifications needed. These intervals are for the completion of the initial ticket request which is to enter orders to the respective teams for processing only and do not include the time it takes for the services to be completed and turned up. Intervals begin when VSC receives the ticket.
The following business days are dependent on clean orders with no rejections from the losing carrier. Some carriers may require longer intervals due to account features and their specific business rules. These intervals are for the local number portability piece only and are not included in the other work required to establish services. Intervals begin when LNP has received the order from the VSC.
Porting from Legacy Qwest and Legacy CenturyLink is not considered an internal port and follows external carrier processes and service level agreements. Porting from the affiliate network may take eight business days (on average) from date of submission. However, the timeframe all depends on if the affiliate records are clean for the customer’s account. Expedites are not guaranteed and are only granted when an out of service condition is present.
Porting from Legacy TW Telecom is not considered an internal port and follows external carrier processes and service level agreements. Porting from the TW Telecom network can take an average of 3–5 business days (depending on the quantity of phone numbers) from the date of submission. Expedites are not guaranteed and are only granted when an out of service condition is present.
Service level agreement (SLA) exceeded condition during CSR and LSR phases:
Lumen escalates the LSR to the final escalation contact until a response is received.
Project ports are processed differently than standard ports because of the amount of phone numbers, multiple carriers, multiple locations, or products involved—and these have longer intervals for completion. Project port management is done entirely by the enterprise LNP project manager assigned to your project. This includes, but is not limited to, port submission, jeopardy resolution, supps, cancels, and snapbacks. Project status is communicated by the Enterprise LNP team once the project has been received and scrubbed for accuracy. Your customer care manager will be included on all project updates (if applicable).
Generally, standard ports are processed more quickly than project ports because of the smaller list of phone numbers and single location. Standard port management is done entirely by the Enterprise LNP team. This includes, but is not limited to, port submission, jeopardy resolution, supps, cancels, and snapbacks. Status is communicated by the Enterprise LNP team once the order has been received and submitted. Your customer care manager will be included on all standard port updates (if applicable).
An internal port consists of phone numbers that are porting from one legacy Level 3 customer (SPID 8824) to another legacy Level 3 customer (SPID 8824). The internal porting interval can be same day if needed for emergency or OOS situations. You can request a port date up to 30 days from order-entry date. You cannot schedule ports on Lumen holidays or weekends. Internal port management is done entirely by the Enterprise LNP team. This includes, but is not limited to, port submission, supps, cancels, snapbacks, etc. Status is communicated by email which is created by the Enterprise LNP project manager once the order has been received and submitted. Status is communicated by the Enterprise LNP team once the order has been received and submitted. Your customer care manager will be included on all internal port updates (if applicable). Ports from Qwest Local or National are not considered internal according to the FCC and must be treated as external ports, but we can offer reduced intervals for these ports.
Autoport is an automatic activation at a set time and time zone on the FOC date. Autoport can be requested for any port type: internal, standard, or project. There can be no autoporting between the hours of 10:00 pm–2:00 am MT due to the Lumen general maintenance window for enhancements. The default autoport time is set to after 9:00pm MT. You must provide a time and time zone if you require a specific time and it is the Enterprise LNP team’s responsibility to set up and confirm the autoport time. Any autoport scheduled outside of business hours (6:00 am–6:00 pm MT, Monday–Friday, excluding Lumen holidays) will not have Lumen LNP support or losing-carrier support. As a general rule, for autoports up 5,000 phone numbers, we ask you allow 30 minutes after the autoport time for the port to complete and to begin testing. Any issues with autoporting outside of business hours will need to be referred to the Repair team at 877-453-8353. During business hours, contact the Enterprise LNP team to address.
Scheduling is a scheduled activation with a Lumen technician on the FOC date. Scheduling can be requested for any port type: internal, standard, or project. You can request scheduling during business hours (6:00 am–6:00 pm MT, Monday–Friday, excluding Lumen holidays). A request to schedule outside of those hours requires after-hours support—which incurs fees for you. The associated fees include $400 for after-hours support and, if the work requires additional resources or takes longer than four hours to complete, there will be an additional $100 per hour thereafter. It is the Enterprise LNP team’s responsibility to schedule any port requested. It is the Enterprise LNP team’s responsibility to provide you with the after-hours agreement to be reviewed and signed if required.
You shouldn't submit a port order until access is in place and the customer is ready to accept the numbers.
We recommend that you select some non-critical sites that would fall into both the standard port and project port categories to review with your account team. This ensures you and your account team can get a feel for how the two types of migration events happen and some of the telecom industry processes. From there, you can adjust the planning of the rest of the sites into different categories based on your needs. You need to get comfortable with how the phone number migration timelines work in the carrier space as well as make sure your processes are aligned with Lumen processes.
The best time of day and day of week to port (standard or project) is Monday–Thursday, 8:00am–5:00 pm in the time zone of the losing carrier and on Fridays from 8:00 am–3:00 pm in the time zone of the losing carrier. This helps ensure losing carrier availability for any troubleshooting that may be needed. Lumen does not support porting events on the weekend as there will be no support from Lumen or the losing carrier on weekends. If an activation needs to be scheduled outside of normal Lumen business hours (6:00 am–6:00 pm MT), there is an after-hours form that will need to be signed and there are associated fees for this support. In this agreement, the customer agrees that they understand there is no support available from the losing carrier in case of any issues that arise in which the losing carrier would need to be engaged (e.g., translations removal or snapping back numbers).
The porting activation window (the time frame when standard ports can be initiated) is open from 2:00 am–10:00 pm MT, Monday–Friday (excluding Lumen holidays). All ports have to be completed and out of our systems by 10:00 pm MT (when we start any system updates/enhancements). Any issues that occur outside of business hours should be referred to the Repair team at 877-453-8353.
Other than a requirement to have more than one project port if there are more than three carriers on a single project port, there is a 10,000 phone number limit per customer per day. Each carrier can only accommodate one order at a time. Multiple orders submitted on the same account with the same losing carrier will cause rejections. To avoid these rejections, submit one order at a time.
The only way to test that the losing-carrier network has removed translations completely on the phone numbers in question is to initiate calls from the losing carrier network to those phone numbers. Calling the phone numbers from outside the losing carrier local rate center area will not replicate the path that calls will take from customers off the donor carriers’ network. Originating a call from a wireless or other carrier network only tests the specific route the originating carrier uses to get calls to the Lumen voice network. Some customers work with their staff located at the site in question and ask they initiate test calls from lines that may still be with the losing carrier. The key is to clearly communicate what lines they need to use to ensure the call flow is force routed through the losing carrier network. It is rare for translation issues to occur, but some customers do choose to take these steps as a precaution for some or all of their sites. If any issues are identified by the customer, contact our Repair team (877-453-8353) to research resolution.
The losing carrier. When you submit the LNP order to the losing carrier, Lumen will request a specific date based upon the request we received from our customer. Most of the time, if the order is submitted within the SLA guidelines for that carrier and is a clean order with no issues that cause a rejection, the losing carrier accepts the requested due date. The losing carrier does have the legal right to respond back with a different due date than we requested. In all circumstances, Lumen will communicate to the customer what the accepted due date is for the LNP order. The customer then needs to adjust accordingly on their side.
No, the customer of record is responsible for submitting service disconnects to the losing carrier for their services following their documented disconnect process. It’s important to discuss account disconnects with your current carrier prior to submitting a port order. Lumen will not submit disconnect requests on your behalf as we are not the customer of record.
To fill out the LOA, follow the instructions within the document. The LOA must contain the name and current service address of the end-user and the numbers that will be ported to Lumen from the end-user’s current carrier. The LOA used must comply with FCC regulations and must be dated and signed by the end-user or a person who has the authority to act as a legal agent. Once signed, Lumen LOAs are valid for six months. Most carriers require the account number and/or PIN to be provided and these can be noted on the LOA. Any features associated with the phone numbers should be removed prior to submitting the LOA. Additionally, don't place any new service orders or disconnects with your current service provider as this will cause delays in porting. For larger lists of phone numbers, you can note see attached in the LOA and attach a full list of phone numbers to the LOA.
Watch a step‑by‑step demo of how to port a phone number to a Voice Complete service:
To port a phone number to your Voice Complete service:
Note: Be sure to upload a current copy of your customer service record (CSR).
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