Number Transfer or Portings

The customer decides to transfer their numbers to Fonzer. Often, you cannot easily assume that the numbers on the current provider's invoice are also the ones you are allowed to transfer integrally. In fact, this sometimes causes rejected porting, incorrect porting, and sometimes even complete loss of services such as TV, Internet, and any other services the customer currently has running with his current provider. In other words, failure to submit the porting document correctly often leads to rejection and therefore postponement of porting, frustration for the end customer, and a lot of questions for the reseller. This document is designed to clarify the number porting process so that the above issues can (in many cases) be avoided or at least reduced.

Before porting

Before the number porting can be completed, there are a number of items that need to be checked. Some items can be seen on the current provider's invoice and some will require contacting the current provider. A small list of what should definitely be checked:

• Are there any other numbers owned by the customer?
• Are there any services associated with the numbers?
• Which numbers need to be ported?
• Which numbers do not need to be ported?

Are there any other numbers owned by the customer?

There are usually still active numbers for the customer that you cannot always find on the invoice. Once you know which numbers are still active for the customer, you can decide in consultation with the customer whether these numbers can be ported or not.

It may be that the invoice only shows 1 number but that the customer has a range of 10 numbers (e.g. a DDI-10 range: 025805050 to 025805059). It is perfectly possible that the customer does not know about these numbers. So before any porting, it is always best to contact the current provider to see which numbers are all owned by the customer.

Are there any services associated with the numbers?

Sometimes providers link services (TV, Internet, etc.) to telephone numbers. This means that if the number is ported anyway, those services are automatically stopped with the current provider.

Check or discuss clearly with the customer which services other than telephony are taken with the current provider and only request the porting of the telephone numbers. The services can then be retained with the current provider. To be on the safe side, have the customer notify this provider as well.

Fonzer cannot be held responsible for the loss of services (TV, internet, etc.) due to number porting.

Which numbers need to be ported?

The customer often uses only a few of the numbers he owns. Discuss which numbers the customer would like to continue using.

However, it is recommended to port all phone numbers because if you want to keep certain numbers with the current provider, the porting request may take longer than usual or even just be refused. You can then have the numbers, which the customer no longer wishes to keep, cancelled after the porting.

Ranges such as DDI-10 and DDI100 cannot be split.

Which numbers do not need to be ported?

The customer may choose not to port certain numbers after all. It may also be that certain numbers may/can not be ported. Alarm lines, lift lines, or emergency lines are best not ported to Fonzer because the telephony depends on an internet connection. If the power or internet were to fail, these lines would not work. By the way, this is not allowed by law, there is some grey area around this but we recommend not doing it.

If the customer does decide not to port certain numbers then the porting may be delayed.

Ranges such as DDI-10 and DDI100 cannot be split.

Transfer request and status updates

You can immediately request the porting date in MyFonzer (myfonzer.com) via the Quote or via the Portings menu. By law, the losing provider has 10 working days to respond to this porting maw the earliest date of the desired porting will always be 10 working days in the future.

You can track the status via the Portings menu. You will also receive an e-mail if it has been refused or approved. At the bottom of the detail of the porting under Status changes, you can find the progress and possibly the reason for refusal.

If the porting is approved

The porting can continue until 9 working days after the approved porting date, between 9am and 3pm. You will receive an e-mail containing a link to start the transfer via myfonzer.com.

If the porting is rejected

You will receive a status update from us detailing the reason for rejection. This will usually include instructions on how to correct or request the correct data from the current provider.

The porting itself

A number porting can take place between 9am and 3pm during weekdays. A transfer of numbers or a number can legally take only 2 hours maximum. This means that the customer is unreachable for a maximum of 2 hours (during the transfer), which is often much shorter. This 2 hours is only valid for normal porting, for complicated porting the losing operator has 24 hours to complete the porting.

Issues after the transfer

After a porting there are several issues that can occur: customer no longer has Internet or TV, customer is (partially) unreachable, ...

If the customer no longer has Internet, a number has been transferred to which the Internet service is linked. This problem can only be solved with the losing provider. They will suggest sending someone over to solve the problem and suggest a new subscription. In many cases, this is unnecessary and they can do everything remotely.

If the customer cannot be reached from 1 or more providers there are 2 options.

• The FROM number (who called in)
• The TO number (to which number did the caller call)
• The DATE
• The TIME TIP at which the call was made

This way we can pass on the problem to COLT reasonably quickly and they in turn to the losing provider.

In any case; please report the problems to us and we will suggest the best possible solution.

If there are any questions regarding porting and their procedures contact us!