How long does a port take, and what happens on cutover day?

What are the stages of a port?

Every port follows the same path. The request's state in the Console shows which stage it's at. Find it under Phone Numbers > Port-in requests. We post each update in the request's Thread, and each one is also emailed to whoever created the request.

A request can also show one of these states:

• Rejected. Your provider wouldn't release the numbers. To learn more, see Why was my port rejected?
• Cancelled. You asked us to stop the port.

How long does a port take?

It depends mostly on the type of number and on your current provider, so no single figure fits every port.

• Mobile ports are usually the quickest.
• A single local number, or a 13, 1300, or 1800 number, comes next.
• Several local numbers at once, or numbers that are part of a service such as a line hunt group or ISDN, take longest. They go through an extra validation step before your provider is asked to release them.

Ports can also be slower in late December and early January, when phone networks slow down changes over the holidays. If a port is taking longer than usual, we follow it up and keep you updated in the thread.

What type of port is mine?

The request's Port type shows how your numbers are moving. It also sets when the cutover can happen.

All cutover times are Sydney time. In Queensland, 8am Sydney time is 7am during daylight saving, from October to April.

When do my numbers appear in my project?

Your numbers appear before they move, so you can set them up. Local numbers appear after the port is approved. Mobile numbers and 13, 1300, and 1800 numbers appear as soon as the port is lodged.

Until the cutover, each number shows as Pending activation under Phone Numbers > My numbers, and calls to it still go to your current provider.

Use this time to set up where each number's calls go, and to add the numbers to your phone system. A number that's set up before the cutover works the moment it moves. To learn how, see Choose where calls to your number go.

How do I choose the cutover date?

When you created the request, you chose either to port as soon as possible or to pick a preferred date. If you chose as soon as possible, we book the soonest date available and tell you in the thread.

If you chose a preferred date, the request shows "Please enter your preferred cutover date for this port-in request" after the port is approved. To choose the date:

1. Select Schedule.
2. For Preferred cutover date, select one of the dates offered.
3. For most port types, select the Hour and Minute, in Sydney time. Simple local ports (AU Local Cat A) always move at 08:00, so you don't choose a time.
4. Select Schedule. We book the cutover and confirm it in the thread.

Mobile ports don't show this prompt. To choose when a mobile ports, ask in the thread.

Can I change the cutover date or time?

Yes. Ask in the request's thread as early as you can, because a change close to the cutover is harder to arrange.

Cutovers happen in business hours. Simple local ports are always at 8am, and 13, 1300, and 1800 numbers always move between 8am and 4pm on a business day.

For other ports, if you need the cutover outside business hours, ask in the thread well ahead of time. It depends on the networks involved, so it can't always be arranged.

What should I do on cutover day?

If your numbers are set up, you have very little to do. Your numbers keep working with your current provider until the cutover. From then, calls follow the setup in your Enfonica project.

1. Before the cutover, check that each number has somewhere to send its calls. Also check that your phone system has an inbound rule for each number in full international format, such as +61255501234.
2. At the cutover time, your numbers move. We check that the port has completed, activate the numbers, and confirm in the thread. The request shows Completed.
3. Call each number from a mobile. A test call that arrives through Enfonica and appears under Cloud Voice > Calls is the quickest way to know that a number has moved. Our confirmation can arrive a little after the numbers move.

If a number doesn't ring through after the cutover, see Your numbers have ported, but calls aren't arriving.

When can I cancel my old service?

Cancel it only after we've confirmed that the port is complete and your test calls arrive through Enfonica.

Can I cancel a port request?

Yes. Open the request, select the menu at the top right, and then select Request cancellation. Cancellation isn't immediate, so a port that's close to its cutover might complete before the cancellation is processed.

You can delete a request that's still a Draft instead. Open it, and select Delete.