If you would like to have your local and/or toll-free numbers ported to Aptela, you need to complete the required forms. Without these forms and a copy of a recent phone bill from your current provider, Aptela can not initiate the porting process.

When we receive the documentation, an Aptela Representative from the Porting Department will review the information. Within 3 days, you will get a confirmation email indicating the receipt of your documentation, along with the request for any additional information. If you do not receive a confirmation email within 3 business days of your sending the documentation, or if you have questions or need assistance, please contact an Aptela Client Services Representative.

The porting process can take up to 6 weeks to complete (Note: Every time your provider rejects the porting request due to the incomplete or inaccurate information, the timeframe for the process starts over). During that time, both the customer and Aptela are responsible for ensuring the smooth and timely porting process.

Responsibilities of the Customer:

1. Provide required documentation and accurate information. When submitting a porting request, it is important that your Company Name, Company Address, Account Holder, and Phone Numbers match the information that your existing provider has on file. Any mismatched information will cause the port request to be rejected and delay the porting process. To prevent this from happening, it is best that you obtain a Customer Service Record (CSR) from the existing provider and use that information to complete the required porting forms. Unlike a phone bill, a CSR provides the most accurate information.
   
   
2. Before submitting the documentation to Aptela to port your phone number(s) ensure the following:
   
   
   • Verify that your Aptela account is active, phone(s) and auto-attendant are properly set up and that you can receive and transfer calls.
   • Complete any account changes with the current provider prior to initiating the porting process. If you are in a contractual agreement with your current provider, contact your provider and ensure that the telephone number(s) you would like to port are eligible for porting.
   • Make sure you are not requesting to port a DSL line. Aptela’s VoIP service requires the use of the Internet. Porting of your DSL line will result in disconnect of your internet service by your current provider and you will not be able to use the VoIP services.
   • Ensure that the required forms are signed by the authorized user on the account (i.e. user authorized to change the primary carrier(s) for the telephone number(s) you would like to port). The name and address provided on porting request forms should match the name and address on record with your local telephone company for each telephone number.
3. If your porting request is rejected by your current provider, it is the customer’s responsibility to follow-up and resolve any discrepancies with your current provider.
   
   
4. Cancel service with existing provider: Do not cancel service with your existing provider until the porting process is completed. After your telephone numbers are ported to Aptela, you will receive a confirmation email from the Aptela Representative. At that point, the customer (i.e. the account holder) is responsible for canceling service for the ported telephone number(s), to ensure that they are no longer charged for the service on the ported numbers.

Responsibilities of Aptela:

If you have questions or need help with the porting process, at any time you can contact a Client Services Representative in Aptela Porting Department at porting@aptela.com.

Other important information about the Aptela porting process:

1. Porting local telephone numbers to Aptela
2. Porting toll-free telephone numbers to Aptela
3. Using Aptela temporary numbers during the porting process
4. Telephone numbers that cannot be ported to Aptela
5. Telephone numbers that require additional actions prior to be ported to Aptela
6. Porting multiple phone numbers: If porting more than two telephone numbers, additional charges for each additional ported number may apply.
7. Existing Caller ID and 411: Caller ID and Directory Assistance (411) services do not carry over when the number is ported.
8. Cancellation of the porting process: After the confirmed porting date is received from your current provider, the porting request can not be cancelled.