Below are a list of porting error codes and messages you may find on the My Ooma porting status page when there’s a problem processing your port.

  1. 10: Letter of Agreement(LOA) Incomplete
  2. 20: Invalid Porting Address
  3. 30: Missing Phone Provider’s Account Number
  4. 40: Phone Provider’s PIN/Password Needed
  5. 50: Last Four Digits of Social Security Number Needed
  6. 60: Phone Provider’s Account, PIN, & Password Needed
  7. 70: Phone Provider’s Account Number, PIN/Password Last Four Digits of SSN Needed
  8. 80: Verifying Number to be Ported - Service Address
  9. 90: Verifying Type of Internet Connection
  10. 100: Dryloop - Verizon
  11. 110: Dryloop Completion Prior to Porting
  12. 120: Letter of Agreement(LOA) - Hand Signature
  13. 130: Letter of Agreement(LOA) - Hand Signature Illegible
  14. 140: Phone Bill - Needed
  15. 150: Phone Bill - Incomplete
  16. 170: Hand Signed LOA & Phone Bill - Needed
  17. 180: Name/Address Mismatch
  18. 190: Name/Address Mismatch MagicJack
  19. 200: Name/Address Mismatch Windstream
  20. 210: Customer Service Record(CSR) - Needed
  21. 220: Number Port - Not Eligible
  22. 230: Billing Telephone Number(BTN) - Invalid
  23. 240: Authorized Party - Needed
  24. 250: Disconnected Telephone Number
  25. 260: Multiple Telephone Numbers
  26. 270: Remove Ringmaster
  27. 280: Remove LineSharing
  28. 290: Remove Freeze
  29. 300: Remove Workorder
  30. 310: Confirmation Number
  31. 920: Special/Other
  32. 930: LEC Issue
  33. 950: LEC - Pending Response
  34. 960: Customer - Pending Response
  35. 970: Duplicate Order
  36. 980: Customer Cancelled Port
  37. 990: Cancelled Ooma Account

10: Letter of Agreement(LOA) Incomplete

We apologize for the inconvenience. However, the Letter of Agreement (LOA) you sent in is incomplete. If you could please send in by faxing it to 650-618-0451 or email a scanned copy to loa@ooma.com of the complete LOA form to Ooma as soon as possible, we can avoid any delay in submitting your order to our carrier.

Remember:

  • All fields must be filled out
  • Both pages have blocks for your initials
  • There are two signature blocks at the bottom of the form

20: Invalid Porting Address

We received a rejection from our porting carrier when trying to port your phone number. Please verify ALL information on the phone bill is correct & legible: name on the account, billing address, account number, & number to be ported. You must provide a recent copy of your complete phone bill (dated within 30 days). Please send a copy directly to loa@ooma.com or fax it to 650-618-0451.

30: Missing Phone Provider’s Account Number

We received a rejection from our porting carrier when trying to port your phone number. In order to continue with your port request, we will need your current phone provider’s account number. Please email us back at loa@ooma.com or fax to 650-618-0451 with this information so that we may resubmit your port request.

40: Phone Provider’s PIN/Password Needed

We received a rejection from our porting carrier when trying to port your telephone number. We need some further information to continue with your port request. We will need your current phone provider account’s PIN ID/password. If you do not know your account PIN ID/password, please contact your current phone provider for this information. Normally, you will not find this on your phone bill for privacy protection reasons. Please email us back at loa@ooma.com with this information so that we may resubmit your port request.

50: Last Four Digits of Social Security Number Needed

We received a rejection from our porting carrier when trying to port your telephone number. We need some further information to continue with your port request. We will need the last four digits of your social security number. Please email us back at loa@ooma.comwith this information so that we may resubmit your port request.

60: Phone Provider’s Account, PIN, & Password Needed

We received a rejection from our porting carrier when trying to port your telephone number. We need some further information to continue with your port request. We will need your phone provider’s current account number and PIN ID/password. If you do not know your account and PIN ID/password, please contact your current phone provider for this information. Normally, you will not find this on your phone bill for privacy protection reasons. Please email us back at loa@ooma.comwith this information so that we may resubmit your port request.

70: Phone Provider’s Account Number, PIN/Password Last Four Digits of SSN Needed

We received a rejection from our porting carrier when trying to port your telephone number. We need some further information to continue with your port request. We will need your current phone provider’s account number, account PIN ID/password & as well as the last four digits of your social security number. If you do not know your account PIN ID/password, please contact your current phone provider for this information. Normally, you will not find this on your phone bill for privacy protection reasons. Please email us back at loa@ooma.comwith this information so that we may resubmit your port request.

80: Verifying Number to be Ported - Service Address

We received a rejection from our porting carrier when trying to port your phone number. Please verify ALL information on the phone bill is correct & legible: name on the account, billing address, account number, & number to be ported. You must provide a recent copy of your complete phone bill (dated within 30 days). Please send a copy directly to loa@ooma.com or fax it to 650-618-0451.

90: Verifying Type of Internet Connection

When porting your number it is important to specify exactly what type of internet connection you are using to configure your new Ooma device. Some internet connections have certain requirements which need to be completed prior to submitting your port request. When you choose the correct option from our drop down menu, the proper step will be displayed and explained to you.

100: Dryloop - Verizon

The entire telecom industry (with the exception of Verizon) will dry-loop DSL service on request, and they require that to take place prior to allowing a port to go through. Verizon prefers not to follow this convention.

With Verizon you will have to do the following:

  • They may offer to put in a work-order for the day your number is scheduled to port.
  • Do not allow Verizon to put in a future work order, as this will show up as an open work order and block the port.
  • If Verizon refuses to perform the dry-loop of your DSL service before your port, ask them if you can contact them after your port is complete to reestablish your DSL service.

It is important to know that you maybe without DSL internet service for a full day on the day of your port. If you do not have internet service, your Ooma will not function, so Ooma will not be able to provide phone service until your internet connection is reestablished.

We are sorry for these extra steps, and the inconvenience. We cannot force Verizon to change their policy.

110: Dryloop Completion Prior to Porting

Many DSL providers have different policies when it comes to “dry-looping” your internet connection. We encourage our customers to speak with their current phone provider to better understand the process. If dry-loop is not addressed prior to port completion then it is more than likely that you will experience downtime on your internet connection. This can become a major inconvenience and therfore it is important to speak with your internet provider and understand what options you have for internet connectivity.

120: Letter of Agreement(LOA) - Hand Signature

This notice is to acknowledge that we’ve received your phone bill. However, your Letter of Agreement(LOA) has not been received. Please fax or email your LOA as soon as possible in order to avoid any delay in submitting your order to our porting carrier.

130: Letter of Agreement(LOA) - Hand Signature Illegible

We apologize for the inconvenience. However, the signature on your Letter of Agreement(LOA) you sent in is illegible. Please fax or email a legible copy of your LOA to Ooma as soon as possible so we can avoid any delay in submitting your order to our porting carrier.

140: Phone Bill - Needed

We will need a copy of your latest phone bill (if you do not receive paper bills, a screenshot of your online account information will do).

The copy of your phone bill must include:

  • Your service address
  • Your billing address (if different from the service address)
  • Your account number (example: 1003146451)
  • The phone number you wish to port
  • Your name

You can either email this information to us at loa@ooma.com or fax it to us at 650-618-0451.

150: Phone Bill - Incomplete

We will need a complete copy of your latest phone bill (if you do not receive paper bills, a screenshot of your online account information will do).

The copy of your phone bill must include:

  • Your service address
  • Your billing address (if different from the service address)
  • Your account number (example: 1003146451)
  • The phone number you wish to port

You can either email this information to us at loa@ooma.com or fax it to us at 650-618-0451.

160: Phone Bill - Illegible We will need a new copy of your latest phone bill (if you do not receive paper bills, a screenshot of your online account information will do).

The copy of your phone bill must include:

Your service address Your billing address (if different from the service address) Your account number (example: 1003146451) The phone number you wish to port Your name You can either email this information to us at loa@ooma.com or fax it to us at 650-618-0451.

170: Hand Signed LOA & Phone Bill - Needed

Our records indicate that you chose to port your number to Ooma and we are missing a hand signed Letter of Agreement(LOA). We have sent an email requesting this information with an attached copy of the LOA for you to fill out. Please be sure to hand sign and initial where indicated on the form.

We will also need a copy of your latest phone bill (if you do not receive paper bills, a screenshot of your online account information will do).

The copy of your phone bill must include:

  • Your service address
  • Your billing address (if different from the service address)
  • Your account number (example: 1003146451)
  • The phone number you wish to port
  • Your name

You can either email this information to us at loa@ooma.com or fax it to us at 650-618-0451.

180: Name/Address Mismatch

We will need a copy of your latest phone bill (if you do not receive paper bills, a screenshot of your online account information will do).

The copy of your phone bill must include:

  • Your service address
  • Your billing address (if different from the service address)
  • Your account number (example: 1003146451)
  • The phone number you wish to port
  • Your name

You can either email this information to us at loa@ooma.com or fax it to us at 650-618-0451.

190: Name/Address Mismatch MagicJack

The folks at YMax Communications (MagicJack) will not release your number unless we provide them the address information from your CSR (Customer Service Record) Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm.

You can also contact your local office of the Public Utilities Commission (PUC). Both the FCC and your local PUC will contact everyone involved in the porting of your number, and demand all the background information.

This address is not required to be your address, and it is most probably a one of many corporate addresses for MagicJack.

MagicJack will provide the correct information to you if you email them at ymaxporting@ymaxcorp.com and ask them for the address of record for your telephone number as stated on your Customer Service Record (CSR). They are not required to give the information to us, and they have not published it anywhere we can retrieve it.

If they are less than helpful, you can file an FCC consumer complaint. The FCC requires all carriers in the United States to make all telephone numbers portable.

Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm

You can also contact your local office of the Public Utilities Commission (PUC).

Please note: Any complaint you file, (FCC, PUC Informal, PUC Formal) will cause everyone involved (Ooma, the Local Exchange, Your Current Carrier) in this number port to have to explain their actions. No matter where the problem is, it will be identified and rectified.

200: Name/Address Mismatch Windstream

Most reputable telephone service providers will give you any account information that you ask for. Please remember, you are asking them for information about your account, not trade secrets.

On occasion a telephone service provider will tell you to just have Ooma call them, and they will straighten it out, but that they cannot give you your own account information.

Here are the problems with that:

  1. We only contact you to get information that we cannot get in any other way.
  2. How can they discuss your account with us and not you? Remember, they do not know us.

Since we already have the account information from your phone bill, if Windstream is claiming that it does not match the information on your account, then it is probably different from the information on your Customer Service Record (CSR). This happens all the time, most of the time, we can get a copy of your CSR, and make the changes ourselves. We are only asking you, because we cannot get a copy of your CSR.

With most companies, all you will need to do is call them and ask them to send you a copy of your Customer Service Record (CSR) or Customer Service Information (CSI).

Please remember, that both the FCC (Federal Communications Commission) and your state or local PUC (Public Utilities Commission) regulate telephone service, and number portability. They also settle disputes between telephone service providers and you (the consumer). Ooma as a VOIP Service Provider does not have any rights that are protected by either the FCC or the PUC in this process.

Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm

You can also contact your local office of the Public Utilities Commission (PUC). Both the FCC and your local PUC will contact everyone involved in the porting of your number, and demand all the background information.

Please note: Any complaint you file, (FCC, PUC Informal, PUC Formal) will cause everyone involved (Ooma, the Local Exchange, Windstream) in this number port to have to explain their actions. No matter where the problem is, it will be identified and rectified.

210: Customer Service Record(CSR) - Needed

Most reputable telephone service providers will give you any account information that you ask for. Please remember, you are asking them for information about your account, not trade secrets.

On occasion a telephone service provider will tell you to just have Ooma call them, and they will straighten it out, but that they cannot give you your own account information.

Here are the problems with that:

  1. We only contact you to get information that we cannot get in any other way.
  2. How can they discuss your account with us and not you? Remember, they do not know us.

Since we already have the account information from your phone bill, if your old company is claiming that it does not match the information on your account, then it is probably different from the information on your Customer Service Record (CSR). This happens all the time, most of the time, we can get a copy of your CSR, and make the changes ourselves. We are only asking you, because we cannot get a copy of your CSR.

With most companies, all you will need to do is call them and ask them to send you a copy of your Customer Service Record (CSR) or Customer Service Information (CSI).

Please remember, that both the FCC (Federal Communications Commission) and your state or local PUC (Public Utilities Commission) regulate telephone service, and number portability. They also settle disputes between telephone service providers and you (the consumer). Ooma as a VOIP Service Provider does not have any rights that are protected by either the FCC or the PUC in this process.

Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm

You can also contact your local office of the Public Utilities Commission (PUC). Both the FCC and your local PUC will contact everyone involved in the porting of your number, and demand all the background information.

Please note: Any complaint you file, (FCC, PUC Informal, PUC Formal) will cause everyone involved (Ooma, the Local Exchange, Your Current Carrier) in this number port to have to explain their actions. No matter where the problem is, it will be identified and rectified.

220: Number Port - Not Eligible

Their are many reasons why your number is not eligble and why Ooma has not established a footprint in your area. However, our company is growing at a rapid pace and we are frequently increasing our footprint in various areas. We encourage you to check every so often to see if our coverage has expanded to your area.

230: Billing Telephone Number(BTN) - Invalid

Your carrier has rejected your port request due to an invalid Billing Telephone Number (BTN). To resolve this issue, it is best to contact your current phone provider and confirm the information in their records. If you have any questions, please email us at loa@ooma.com.

240: Authorized Party - Needed

Since your phone bill is listed as a business, when completing your Letter of Agreement (LOA), it is important that you have the Authorized party complete the form. We need to have the name of the individual who is listed as the “Authorized User” with your current telephone provider.

250: Disconnected Telephone Number

We cannot port a telephone number that is no longer in service. If you have disconnected your number prior to us completing your port request, you will need to contact your current phone provider and have them reactivate your telephone number.

260: Multiple Telephone Numbers

Your porting request has been rejected by your current phone provider for having additional numbers on the account that are not on the porting order.

If you no longer have any other numbers on your account, you will need to get a confirmation number that the other number or numbers have either been ported out from your current phone provider or removed from your account. If there is still another number on your account, you will need to either have it removed or start a separate (not linked) account. You will then need to email us the Confirmation Number, so that we can provide it to the local exchange, and they can prove to your current phone provider that the number or numbers is/are no longer on the account.

270: Remove Ringmaster

A Ringmaster (or distinctive ring number) is a feature that allows you to have a single (or multiple) dial in only number that rings differently than your main line. This feature is sometimes used for fax machines that support “Distinctive Ring”. Many carriers will simply disconnect these services when your main number ports away, and they terminate your account. Your carrier is rejecting your porting request, because these features exist on your account and they are requiring you to remove them before we will be allowed to resubmit your request to port your number.

All you need to do is contact your current provider, and remove this feature. When you call, you will want to ask your carrier for a confirmation number for the removal. If your carrier tells you there is no ringmaster (or ringmate or distinctive ring) please ask for a confirmation number for that.

Send us the confirmation number, and we will print it on the next request. When your current carrier gets the next request, they will be forced to either approve it, or find something else to complain about.

280: Remove LineSharing

Your port request has been rejected by your current phone provider for having line sharing on your account.

Line sharing can refer to: other phone numbers, special features (like a distinctive ring) or DSL service.

If you no longer have any other numbers on your account, you will need to get a confirmation number that the other number or numbers have either been ported out from your current phone provider or removed from your account. If there is still another number on your account, you will need to either have it removed or start a separate (not linked) account. You will then need to email us the Confirmation Number, so that we can provide it to the local exchange, and they can prove to your current phone provider that the number or numbers is/are no longer on the account.

290: Remove Freeze

We have gotten a rejection on your porting request. This rejection is for having both a Freeze on your account. A Freeze may be refered to as a Preferred Interexchange Carrier Freeze, Local Service Freeze, or something else.

We cannot port your number to Ooma while these Freeze orders are in place.

  • You will need to contact your current phone provider, and have them remove the Freeze orders.
  • You will have to get confirmation numbers of the order removals, and provide the confirmation numbers to Ooma.
  • You will want to confirm that there are no other open orders of any kind on your account.

Please remember, that both the FCC (Federal Communications Commission) and your state or local PUC (Public Utilities Commission) regulate telephone service, and number portability. They also settle disputes between telephone service providers and you (the consumer). Ooma as a VOIP Service Provider does not have any rights that are protected by either the FCC or the PUC in this process.

Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm

You can also contact your local office of the Public Utilities Commission (PUC). Both the FCC and your local PUC will contact everyone involved in the porting of your number, and demand all the background information.

Please note: Any complaint you file, (FCC, PUC Informal, PUC Formal) will cause everyone involved (Ooma, the Local Exchange, Your Current Carrier) in this number port to have to explain their actions. No matter where the problem is, it will be identified and rectified.

300: Remove Workorder

Pending Order on Account:

You will need to contact your current phone provider and get a confirmation number that the order has completed, or removed and is no longer on the account. You will then need to email us ( loa@ooma.com) the Confirmation Number, so that we can provide it to the local exchange, and they can prove to your current provider that the order is no longer on the account.

Please remember, that both the FCC (Federal Communications Commission) and your state or local PUC (Public Utilities Commission) regulate telephone service, and number portability. They also settle disputes between telephone service providers and you (the consumer). Ooma as a VOIP Service Provider does not have any rights that are protected by either the FCC or the PUC in this process.

Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm

You can also contact your local office of the Public Utilities Commission (PUC). Both the FCC and your local PUC will contact everyone involved in the porting of your number, and demand all the background information.

Please note. Any complaint you file, (FCC, PUC Informal, PUC Formal) will cause everyone involved (Ooma, the Local Exchange, Your Current Carrier) in this number port to have to explain their actions. No matter where the problem is, it will be identified and rectified.

310: Confirmation Number

Confirmation Number Required:

You will need to contact your current phone provider and get a confirmation number that the order has completed, or removed and is no longer on the account. You will then need to email us ( loa@ooma.com) the Confirmation Number, so that we can provide it to the local exchange, and they can prove to your current provider that the order is no longer on the account.

Please remember, that both the FCC (Federal Communications Commission) and your state or local PUC (Public Utilities Commission) regulate telephone service, and number portability. They also settle disputes between telephone service providers and you (the consumer). Ooma as a VOIP Service Provider does not have any rights that are protected by either the FCC or the PUC in this process.

Link to FCC Consumer Complaint Form http://esupport.fcc.gov/complaints.htm

You can also contact your local office of the Public Utilities Commission (PUC). Both the FCC and your local PUC will contact everyone involved in the porting of your number, and demand all the background information.

Please note: Any complaint you file, (FCC, PUC Informal, PUC Formal) will cause everyone involved (Ooma, the Local Exchange, Your Current Carrier) in this number port to have to explain their actions. No matter where the problem is, it will be identified and rectified.

920: Special/Other

There is an issue with your porting request. Please contact Ooma Support at 888-711-6662 for more information.

930: LEC Issue

There is an issue at the local exchange that services your number. We have contacted them, and asked them for more information. Ooma is currently waiting for a response from the local exchange.

950: LEC - Pending Response

We have forwarded your porting request to the local exchange that services your number. They have not gotten back to us yet. We have contacted them, and asked them for more information. Ooma is currently waiting for a response from the local exchange.

960: Customer - Pending Response

Your port request was recently rejected and we need some more information from you before we can continue with your port request. You can update the information we have on file by contacting us 1-888-711-6662. We’re here to take your calls Monday through Friday, 7am to 7pm, and Saturday and Sunday, 8am to 5pm, PST.

970: Duplicate Order

980: Customer Cancelled Port

990: Cancelled Ooma Account