What's an unauthorized port?
An unauthorized port occurs when a phone umber is ported out to a new carrier without proper authorization from the end user. The FCC has set rules, guidelines, and policies stating that the new carrier is responsible for ensuring that the port requests it submits are in fact authorized.
To encourage competition and freedom of choice by the end users, applicable rules and procedures limit the ability of old (losing) carriers to verify that port-out requests are properly authorized. Therefore, we require our customers to obtain a legally valid authorization from the end users via an LOA as part of each port request.
How do I report an unauthorized port?
If your end user reports that a phone number has ported without valid authorization, please open a ticket with your Bandwidth Porting Team and include the true end user information you have on file that should have been used for approval, as well as attach, or be ready to provide, an LOA dated within the last 30 days. We may request an LOA signed by the end user of record identifying the end user’s choice of carrier. You may also call your Bandwidth Porting Team at (855) 864-7776 (option 1) to report that a phone number was potentially ported away without valid authorization and that a ticket has been opened.
If the port wasn't properly requested, your Bandwidth Porting Team will review the information you provided for your end user against the information used to port the phone number away. In the event of an information mismatch, we'll immediately begin working with the other carrier in an attempt to return the phone number. This may require further cooperation or input from you or the end user.
Important: Any unauthorized port-out disputes must originate from the end user disputing the port and be reported to Bandwidth within 24 hours of the occurrence, but no more than one week after it. Any unauthorized port request brought to our attention more than one week after the day the number has ported away won't be worked as an unauthorized port out and will instead be considered a "winback" to which standard porting timeframes and policies apply.
Additional information
Please note the following additional information when it comes to unauthorized ports:
Phone numbers are authorized based on the new or “winning” carrier’s criteria of validation. Despite these validation efforts, mistaken or unauthorized porting may still occur. If an end user believes that a number was intentionally ported without authorization, they may file a complaint with the FCC.
An unpaid bill by an end user does not constitute an invalid port. In fact, the FCC has made clear that carriers can't delay or prevent porting due to a billing dispute or unpaid accounts.
To help prevent unauthorized ports and add an extra level of security to your on-net numbers, consider setting up port-out passcodes and port-out notifications.