Porting Policy & Procedures for moving your number(s) from your existing carrier over to LUS Fiber

LUS Fiber respects the intellectual property rights of third parties. Accordingly, you may not use the Service to violate LUS Fiber’s or any third party’s copyright, trademark, proprietary or other intellectual property rights. In accordance with applicable laws, it is the policy of LUS Fiber to suspend or terminate, in appropriate circumstances, the Service provided to any subscriber or account holder whose account activity reasonably indicates an infringement of third party intellectual property rights. This policy is in addition to and does not affect LUS Fiber ports telephone numbers in accordance with applicable Regulatory Rules and Industry Guidelines as established by the FCC (www.fcc.gov).   LUS Fiber will honor a port out request from any authorized carrier (wireline, IP or wireless providers) who indicates that they have a Letter of Authorization (LOA) from the end user customer.  As a wireline carrier, LUS Fiber will only port in numbers that are associated with rate centers in geographical areas in which LUS Fiber provides local exchange service.

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SLA Guidelines

LUS Fiber aims to provide a fast and efficient porting process.  Every effort will be made in to process the customer’s request as quickly as possible.  However, due to the complexity of porting and the many parties involved, LUS Fiber cannot guarantee that it will be completed on a specific date until a customer receives their Firm Order Commitment (FOC).

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Number Porting – Simple Port

As defined by the FCC, simple ports: generally, do not involve more than one line or more complex adjustments to telephone switching equipment.

LUS Fiber Response Time to Losing Carrier: Within 1 business day and excludes weekends and holidays per the FCC

LUS Fiber Estimated Time of Completion: 7 business days

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Number Porting – Non-Simple Port

As defined by the FCC a non-simple port is any port that does not qualify as a simple port. Ports with multi-line accounts qualify as non-simple ports and may require project management.

LUS Fiber Response Time to Losing Carrier: Within 4 business days and excludes weekends and holidays

LUS Fiber Estimated Time of Completion: 15 business days or more

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Telephone Number Porting Steps

  • A customer is required to keep their current phone number(s) active with their existing carrier before requesting to have their number ported over to LUS Fiber. 

 

  • For each port request, LUS Fiber will require a Letter of Authorization (LOA) signed by the customer where their signature matches exactly what is on file with their existing carrier.

 

  • An FOC or Reject will be sent back to the customer’s requesting carrier within 1 business day of receipt of a Local Service Request (LSR).

 

  • LUS Fiber will notify the customer once their request is approved by their existing carrier.

 

  • LUS Fiber will need 1 full business day to process the customer’s LSR.  If it has been more than 1 business day since their LSR was submitted, please contact 99Fiber (337)993-4237 and ask for Operations (Provisioning Dept.) for a status update.

 

  • A customer may request an FOC date but it is not guaranteed.   Each losing carrier has their own rules, and often times they choose not to respect the requested FOC date.  In that case LUS Fiber may have to send a supplementary order to change the due date. 

 

  • LUS Fiber will notify the customer once their request is approved by their existing carrier.

 

  • LUS Fiber will activate the customer’s number(s) on the assigned FOC date only between normal business hours (8am to 5pm CST, Monday thru Friday).  In some cases, LUS Fiber may have to manually activate the number(s) and this can only occur during normal business hours.

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Telephone Number Porting Exceptions

  • If an exception occurs with the customer’s request, they will be notified by email.  Depending on the nature of the exception, LUS Fiber may need to resubmit the port-out request with their existing carrier.  Unfortunately, some carriers consider this to be an entirely new request and therefore have several additional days to respond.

 

  • If the customer has not responded to an exception, LUS Fiber will attempt to contact the customer again.   If LUS Fiber does not hear back from them within 14 days, the port request will be cancelled.  A customer can always submit a brand-new port request with any corrected information.

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The Most Common Causes of Porting Exceptions and Delays

  • The customer’s name does not match that reflected on their current phone bill                        (i.e.: Submitted "Alpha Corp" instead of "Alpha Beta Inc"). Any character wrong and it poses a potential to get rejected.  Every period, comma or LLC extension must match exactly.

 

  • The customer’s service address does not match that reflected on their current phone bill         (i.e.: Wrong street name or incorrect zip code).  The address on file with the losing carrier may not be the customer’s current address so they should not be submitting their current address, but the exact address that the losing carrier has on file for them.

 

  • Bundling multiple end-customer numbers under a single port request.  We cannot tell by looking at phone numbers what customer they actually belong to.

 

  • A customer submitted an inactive telephone number(s) to LUS Fiber to be ported.  Typically, unpaid balances to a customer’s existing carrier can be the cause of the inactive telephone number which caused their port request to be rejected.  Also, prepaid wireless numbers (some of the toughest to port) that have no available credit cannot be ported. You must add credit to a prepaid account before a port will be permitted.

 

  • Customer’s requested phone number(s) to be ported does not match those reflected on their current phone bill.

 

  • Customer failed to provide the account number of their existing carrier.

 

  • The authorized customer on the LSR does not match the authorized customer in LUS Fiber’s records.  There is only one person who is authorized to make a port request for any number, and that is the primary account holder.   Just because someone is using the number doesn’t necessarily mean that they have the authority to make a port request. If anyone other than the primary account holder puts their name on the port request, the losing carrier will reject it.

 

  • Some carriers may require a PIN (usually 4 digits), or in some cases a password so some kind in order to port away a customer’s phone number to LUS Fiber.  If the customer does not know their PIN code or password and if they are not sure whether or not one even exists, please instruct them to call their carrier and ask.  If a PIN is required and the customer does not provide it, chances are their port request will be rejected.
  • Google Voice has a special feature for their numbers that many of their customers aren’t even aware of.  When a customer decides to port their Google Voice number over to LUS Fiber, Google will charge them a $3 fee and the customer will need to “unlock” their number with them.

 

Customer’s Right to File a Porting Complaint Information

 

If a customer has experienced difficulty when attempting to port their telephone number, they can file a complaint with the FCC.   There are multiple options to file an FCC complaint:

 

  • File a complaint online at https://consumercomplaints.fcc.gov
  • By phone: 1-888-CALL-FCC (1-888-225-5322); TTY: 1-888-TELL-FCC (1-888-835-5322); ASL: 1-844-432-2275
  • By mail (please include your name, address, contact information and as much detail about your complaint as possible) to:

 

Federal Communications Commission

Consumer and Governmental Affairs Bureau

Consumer Inquiries and Complaints Division

445 12th Street, S.W.

Washington, DC 20554 

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