Troubleshoot Vonage Porting Issues – Fix Delays & Rejections

Common Causes

Address or Name Mismatch

Address or name mismatch with carrier

Inactive Line

Inactive line on source account

Missing Documentation

Unsigned LOA or missing bill

Contract Obligations

Pending contract obligations

Fix Process

Contact Vonage Support

Contact [email protected] or open a ticket via Admin Portal → Support

• Provide your account ID and request details
• Include the phone numbers involved
• Mention any error messages received
• Specify urgency level for business-critical numbers

Get Rejection Details

Ask for the Reject Reason Code

• Request specific rejection reason from carrier
• Get detailed explanation of what needs correction
• Ask for examples of correct formatting if needed
• Understand any carrier-specific requirements

Update and Resubmit

Update documents and resubmit

• Correct all identified issues
• Double-check all information matches exactly
• Include any additional documentation requested
• Verify signatures and dates are current

Request New FOC Date

Request a new FOC date once approved

🚨 Common Rejection Reasons & Solutions

Name Mismatch

Issue: Business name on LOA doesn't match carrier records

Solution: Use exact business name from carrier bill, including LLC, Inc., etc.

Address Discrepancy

Issue: Service address differs from billing address

Solution: Use service address from carrier records, not current business location

Account Status

Issue: Account suspended or has outstanding balance

Solution: Resolve account issues with current carrier before porting

Authorization Issues

Issue: Signer not authorized on account

Solution: Have account owner or authorized representative sign LOA

⚡ Escalation for Urgent Ports

When to Escalate

• Business-critical numbers stuck for 5+ days
• Repeated rejections for unclear reasons
• Carrier coordination issues
• Time-sensitive business requirements

Escalation Process

• Contact your account manager (Enterprise)
• Request escalation to porting management
• Provide business justification for urgency
• Consider expedited processing fees if available

🛡️ Prevention Tips

• Always verify account details before submitting LOA
• Use most recent carrier bill for reference
• Ensure account is in good standing before porting
• Submit complete documentation upfront
• Allow extra time for complex or bulk ports
• Maintain communication with both carriers during process

Frequently Asked Questions

How long do re-submissions take?

1–3 business days.

Can I escalate urgent ports?

Yes – Vonage offers expedited processing for critical lines.

What if the same port keeps getting rejected?

After 2-3 rejections, request a three-way call with Vonage and your current carrier to identify the exact issue and resolve it directly.

Can I cancel a stuck port request?

Yes, you can cancel a port request at any time before the FOC date. Contact Vonage support to withdraw the request and keep your numbers with the current carrier.

Will I be charged for rejected ports?

No, Vonage doesn't charge for rejected port attempts. You only pay when the port successfully completes, though some carriers may charge for repeated submissions.