Porting support: Port‑out Request tool (SPIDs 7058, 7150, 8318, and 8824)

If you run into an issue, use the following list escalations. You must follow the escalation path in order—please don't skip a level. If you escalate out of process, you will be auto-routed to the appropriate level. We respond to all escalations within 4 business hours if the escalation is received between 7:00am–3:00pm MT. If you escalate after 3:00pm MT, we may not respond until the next business day.

A simple porting request is defined as a single phone number on a single account. Simple requests are processed within four hours of the request and can be ported within one business day.

A non-simple or complex porting request is defined as any request involving more than one phone number. Non-simple/complex requests are processed within 24 hours of the request and can be ported out in four business days.

Not all phone numbers have a customer service record (CSR). We use our best efforts to provide CSR information for requests (if available).
 

• 200–500 phone numbers: three business days
• 500–5000 phone numbers: five business days
• more than 5000 phone numbers: best effort
   

The day Lumen receives your CSR request is considered as day zero.

For simple ports, Lumen does not require a recent letter of authorization (LOA) signed by the customer of record; however, we reserve the right to request one at any time. It is the requesting provider’s responsibility to have a valid authorization on file. The local service provider (LSP) should have a copy of the end user's LOA on file. We do require an LOA for any requests related to managed-modem or dial-up-internet service.

To process a request for TN port out, the TN must be a valid Level 3 phone number on the Level 3 network. The following service provider IDs (SPIDs) are owned by Lumen (formerly Level 3) and you may submit your request for any TN associated with these SPIDs: 7058, 7150, 8318, and 8824. If you are trying to port out against other SPIDs please contact the appropriate service provider for those requests. Lumen is only able to process port out requests against legacy Level 3 inventory.

To process your request, we require that the customer information submitted on the local service request (LSR) match our records. In addition, we require a 24-hour notice of changes and cancels prior to your firm order confirmation (FOC) date to ensure continuity of service. FOC dates are valid for five calendar days including FOC date. Lumen does not provide concurrence; the carrier provider is expected to build NPAC subscriptions in enough time for auto-concurrence. You cannot create an NPAC subscription prior to receiving your FOC.

• 200 or more phone numbers port migration
• Ports of less than 200 phone numbers where end user (EU) info is different for each phone number
• Porting intervals are approximate and include mandatory scrub
• 200–500 phone numbers: 15 calendar days
• 500–5000 phone numbers: negotiated
• To discuss the SLA for large project ports, email L3POProjects@lumen.com
• Bulk port request template must be used (email L3POProjects@lumen.com for the template)
  
• All attempts will be made to provide FOC three business days before CRD
• Templates and project status requests must be submitted to L3POProjects@lumen.com
• We will respond to project requests within 12 business hours

You can check the status of your LSR in the Port-Out Request tool:
 

• Accepted—we've received an order commitment date from the losing service provider for the date you requested (or the next available date the losing service provider was able to provide—called a buffered due date).
  
  
• Completed—the phone number(s) has been ported; all records have been successfully updated.
  
  
• Created—an order number has been generated, but the order is still progressing towards sending the request to the losing service provider. (May not apply to orders for services outside the US.)
  
  
• FOC Received—an order commitment date has been received from the losing service provider for the date requested, or the next available date the losing service provider was able to provide (buffered due date); Lumen is still working to make the order ready to port. (May not apply to orders for services outside the US.)
  
  
• Installed—the telephone number has ported to Lumen, but the order is still updating records. The telephone number is currently in service.
  
  
• Pending Activation—an order commitment date has been received from the losing service provider for the date requested, or the next available date the losing service provider was able to provide (buffered due date). (May indicate order is unable to be processed for services outside the US.)
  
  
• Pending LSR—the LNP team is working to gain an order commitment date from the current carrier (losing service provider/LSP). This is the permission for Lumen to port the numbers. (Also known as Pending FOC related to orders for services outside the US.)
  
  
• Pre-Created—an order number has been generated, but the order is still processing towards sending the request to the losing service provider. (May not apply to orders for services outside the US.)
  
  
• Processing—generic status that may be displayed which indicates your porting order is in progress.
  
  
• Rejected—the request has been rejected by the losing service provider, or an error has been found that prevents Lumen from submitting the order to the losing service provider.

• If you are trying to supp or cancel an LSR on the day of FOC or after FOC, you must email L3POEscalations@lumen.com with your PON and LSR ID.
  
  
• Please put “same-day cancel” or "same-day supp" in the subject line.  We will respond within four business hours.
  
  
• Within the LSR request, please make sure you provide an accurate email address for both the primary and secondary (if needed) contact.

• Lumen does not provide concurrence except for out-of-service conditions for first responders. We have set our medium timers for all simple ports and expects the gaining carrier to do the same.
  
  
• If you have a first responder who is out of service and you need concurrence, please email your request to L3Concurrence@lumen.com. Requests will be responded to within four business hours.
  
  
• For non-simple ports, the 18-hour auto concurrence rule applies.

Due to realtime provisioning constraints, Lumen does not accept snapback requests. If you wish to disallow a prior port request and return the phone number to Lumen, follow the Lumen winback process. Where possible, we use our best efforts to work around this rule for first responders who are out of service, but system limitations may prevent us from accepting snapbacks even in these situations.