In the unlikely event, your number transfer is rejected, you will receive an email from Vonage providing the details. Usually, rejections result from missing or wrong information on the original number transfer request.
Review the Issue/Resolution information in the table below to resolve your number transfer rejection or contact Customer Care for assistance.
IMPORTANT: After 30 business days, any unresolved rejections result in the automatic cancellation of the number transfer order. To restart an order, submit a new Porting Authority Form (PAF) as outlined in Transfer Phone Numbers.
| Error Code | Issue/Resolution |
|
001 |
ISSUE: The services are not with the carrier you have supplied. RESOLUTION: Contact the losing service provider and confirm the service is active and the number is correct on the account. |
| 003 Inactive Service |
ISSUE: The services are disconnected or a request to disconnect the services is in the losing carriers' system. RESOLUTION: Contact the losing service provider and reactivate the account or request the disconnect request be cancelled. |
| 004 Disconnected Services |
ISSUE: The services are disconnected or a request to disconnect the services is in the losing carrier's system. RESOLUTION: Contact the losing service provider and reactivate the account or request the disconnect request be cancelled. |
| 005 Complex Services |
ISSUE: The services have complex features attached such as ISDN, Line Hunt, Diversion, Number Reservations, 3rd part etc. RESOLUTION: Contact the losing service provider and either disconnect the feature or associate it with to a different number. |
| 008 Outstanding Port Request |
ISSUE: There is another request with the losing carrier to port the same number you have supplied in the port request. RESOLUTION: Contact the losing service provider and cancel any number transfer requests on the account. |
| 010 Telephone Number Ported to Another ASD |
ISSUE: The services have ported to another carrier and no longer with the carrier you provided. RESOLUTION: Contact the losing provider to confirm the phone number is currently active in their files. |
| 017 Telephone Number/Account Mismatch |
ISSUE: The account number supplied is incorrect. RESOLUTION: Contact the losing service provider and confirm the authorised name and number is correct on the account. |
| 041 Multiple Sites |
ISSUE: There is more than one site involved for the telephone numbers in the order. RESOLUTION: Contact the losing service provider for details on the multiple sites for the account. |
| 060 Incomplete Number Block or Missing Telephone Numbers in Batch |
ISSUE: There are additional numbers associated with the services in the supplied ported request. RESOLUTION: You will need to either supply the additional numbers so we can resubmit the port or have them disassociated. |
| 063 Incorrect Category |
ISSUE: The services have complex features attached such as ISDN, Line Hunt, Diversion, Number reservations, 3rd part etc. RESOLUTION: Contact the losing service provider and either disconnect the feature or associate it with a different phone number. |
| 073 Excluded Product |
ISSUE: The product cannot be ported. The product is only exclusive to the losing carrier. RESOLUTION: Contact Customer Care to discuss other options. |