--- title: "Your numbers have ported, but calls aren't arriving" url: "https://enfonica.com/help/porting/calls-not-arriving-after-port" summary: "First, check that each number is active and has an incoming call handler in the Console. If a test call appears under Cloud Voice > Calls, the fix is in the number's setup or your phone system. If it doesn't, the call isn't reaching Enfonica, and we'll raise it with the network it came from." type: troubleshooting audience: customers products: ["Phone Numbers", "Cloud SIP"] who_can_do_this: "Whoever manages your Enfonica project and phone system" --- # Your numbers have ported, but calls aren't arriving **Short answer:** First, check that each number is active and has an incoming call handler in the Console. If a test call appears under Cloud Voice > Calls, the fix is in the number's setup or your phone system. If it doesn't, the call isn't reaching Enfonica, and we'll raise it with the network it came from. **Applies to:** Phone Numbers, Cloud SIP **Who can do this:** Whoever manages your Enfonica project and phone system First check the [Enfonica status page](https://enfonica.status.io/) for a known incident. ## The number still shows Pending activation A ported number shows **Pending activation** under **Phone Numbers > My numbers** until the port completes and we activate it. Until the cutover, calls to it still go to your previous provider. ### The port hasn't completed yet **To check**, go to **Phone Numbers > Port-in requests**. If the request doesn't show **Completed** yet, this is the cause. Open the request to see its **Booked cutover**. All cutover times are Sydney time. Simple local ports move at 8am Sydney time, which is 7am in Queensland during daylight saving. **To fix it**, wait for the cutover. If the booked time has passed and the request still hasn't changed, ask in the request's **Thread**. We'll check it with the carrier. ### The port completed, but the number wasn't activated **To check**, look at the request. This is the cause if the request shows **Completed**, or your previous provider has confirmed the port, but the number still shows **Pending activation**. **To fix it**, contact support right away with the numbers. We'll activate them. ## The number is active, but calls go nowhere Every number sends its calls wherever its incoming call handlers say. A number with no handler takes no action on calls, so nothing rings. ### The number has no incoming call handler **To check**, go to **Phone Numbers > My numbers**, and select the number. If **Incoming call handlers** shows "No handlers configured," this is the cause. **To fix it**, add a handler that sends calls to your phone system, a Flow, or another number. Save the change, and then make a test call. To learn how, see [Choose where calls to your number go](https://enfonica.com/help/phone-numbers/call-handlers). ### The handler sends calls to the wrong place **To check**, look at where the handler points. This is the cause if it points to an old address, a test number, or a different phone system from the one you use now. **To fix it**, correct the handler, and save it. If you set up the number before the cutover, compare its handlers with those of a number that works. ## Calls reach Enfonica, but your phone system rejects them What you see: `407 Proxy Authentication Required` or `Caller is not identified` If the test call appears under **Cloud Voice > Calls** and fails there, the port worked. The call reached your phone system's address. To see what your phone system replied, open the call's SIP trace. These fixes are in your phone system, so whoever manages it makes them. ### The numbers aren't set up in your phone system A phone system accepts calls only for numbers it knows about. For example, 3CX answers `Caller is not identified` when the number isn't set up as one of its inbound numbers. **To fix it**, add each ported number to your phone system's inbound rules in full international format, with the plus sign, such as `+61255501234`. If your phone system expects a different format, see [Which number format should my PBX use?](https://enfonica.com/help/sip-trunking/number-formats) ### Your phone system doesn't recognize Enfonica's trunk A `407 Proxy Authentication Required` means that your phone system asked Enfonica to authenticate before it would accept the call. Usually, the Enfonica trunk isn't set up correctly in your phone system, or the number isn't in it in full international format. **To fix it**, check the Enfonica trunk in your phone system, including its inbound settings, against [Connect your PBX to Cloud SIP](https://enfonica.com/help/sip-trunking/connect-pbx-to-cloud-sip). ### Your phone system doesn't answer at all **To check**, look at the SIP trace. If it shows Enfonica sending the call and getting no reply, a firewall or the phone system itself is blocking Enfonica. **To fix it**, allow Enfonica through. For the addresses to allow and how to check, see [Calls aren't reaching your PBX](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving). ## Calls fail only from some phone networks What you see: `The number you have dialed is not valid` When calls from one mobile network fail but calls from others connect, that network hasn't updated its routing for your ported number. This doesn't happen often. Only the network that the call starts on can fix it. ### The caller's network is still routing the number the old way **To check**, compare calls from different networks. This is the cause if calls from some networks connect and appear under **Cloud Voice > Calls**, but failed calls from another network never appear there. Callers might hear a recording saying that the number isn't valid, or a busy tone. **To fix it**, make a test call from a phone on the network that fails. Then send us these details: - The number you called from, and its network - The number you called - The date and time, with your timezone - The city or state you called from We'll raise a fault with that network, and keep you updated until it's fixed. ## Only some of your numbers are working When some ported numbers work and others don't, check each number that fails on its own. Usually, it's at a different stage, or it's set up differently. ### The numbers are in a different request, or haven't moved yet **To fix it**, go to **Phone Numbers > Port-in requests**, and check the state of every request. Numbers from different providers port in separate requests, which can complete on different days. ### The number is set up differently **To fix it**, compare the failing number's handlers with those of a number that works. Also check that your phone system has an inbound rule for it. ### The number isn't in your project **To fix it**, check **Phone Numbers > My numbers** in each of your projects. If the number isn't in any of them, contact support with the number. We'll find out where it is. ## Your old mobile phone stopped working with the number This is expected after a mobile port. Enfonica mobile numbers are virtual, with no SIM card. After the port completes, the old SIM no longer works with that number. ### The number now follows its Enfonica setup Calls go wherever the number's incoming call handler sends them. **To fix it**, if you want to keep receiving calls on a mobile, add a handler that forwards calls to it. To learn how, see [Choose where calls to your number go](https://enfonica.com/help/phone-numbers/call-handlers). ## A number stopped working after another number ported away Occasionally, when one number ports away from Enfonica, another number on the same account stops working or disappears from your project with it. ### The number was removed along with the one that ported away **To fix it**, contact support right away with both numbers. We'll find out what happened, and restore the number to your project if we can. ## How do I tell whether a call reached Enfonica? Look for the test call under **Cloud Voice > Calls**, by the number you called and the time. If it's there, the call reached Enfonica. Its SIP trace shows where we sent it and what happened next. To learn how, see [Find a call and read its SIP trace](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace). If the call isn't there, it never reached us. That points to the network it came from. ## Still not working? Contact support with the details of a failed test call, as listed in [What to send us](https://enfonica.com/help/porting/calls-not-arriving-after-port#what-to-send-us). We'll trace the call. ## What to send us Include these and we can find the call straight away. - The number that made the call and the number it called, in full international format (for example +61255501234). - The date and time of the call, with your timezone. - Whether the call was inbound or outbound. - The call ID, if the Console shows the call. - What happened: an error message, silence, a busy tone or a dropped call. [Contact support](https://enfonica.com/contact-support?article=%2Fhelp%2Fporting%2Fcalls-not-arriving-after-port&topic=call-fault) ## Related - [Choose where calls to your number go](https://enfonica.com/help/phone-numbers/call-handlers.md) - [Calls aren't reaching your PBX](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving.md) - [Find a call and read its SIP trace](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace.md) - [How long does a port take, and what happens on cutover day?](https://enfonica.com/help/porting/port-timeline.md) - [Which number format should my PBX use?](https://enfonica.com/help/sip-trunking/number-formats.md) --- Web version: https://enfonica.com/help/porting/calls-not-arriving-after-port