This article answers the most frequently asked questions for number porting. Before you cancel an account, or simply just wish to move a phone number to, or from Rainbow Office, this article provides everything you need to know to make the transfer go smoothly.
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Porting In to Rainbow Office
What does "port my number" mean?
"Porting" simply means transferring your existing landline or cell phone number from one telephone service provider to another.
Who owns my phone number?
You own it! We simply take care of it for you. We "port in" your number from your current provider and maintain it. You are legally able to keep your number when you move or change phone companies.
Is there a porting fee?
The cost of negotiating the transfer of your number from your existing phone carrier is shouldered by Rainbow Office.
What numbers can be ported to Rainbow Office?
We can port most Toll-Free, wireless and landline phone numbers in the United States and Canada and some other countries.
What about porting prepaid cell phones?
Yes. You can port your prepaid cell phone number. All you need is your wireless account number and PIN. If you don't have this information, ask your current cell carrier.
How long will porting take?
Porting will take 7-10 business days. Most wireless numbers will port in 5 business days, landlines will typically port in 7 business days from major carriers, and 10-15 business days from smaller carriers. Don't worry, we'll keep you updated throughout the porting process, and we'll let you know once we have agreed on a firm porting date with your current carrier. You'll want to initiate the port before you cancel your account as to not delay the process.
What information is needed to port my number?
The information needed to port your number will be collected during order creation. That information includes: the number you are porting, your account number and PIN#/Passcode (when porting a wireless number), and your physical address (no PO Boxes). Please make sure the information you submit during sign up matches the information your current provider has on file. Any discrepancies can delay the number porting process, including cancelling the account.
When should I cancel my existing service?
Your service must remain active with your current provider throughout the number porting process. You will be notified by Rainbow Office once your number has successfully transferred and you will be able to cancel your service with your current provider at that time. Rainbow Office does not cancel your service on your behalf.
Does Rainbow Office cancel my previous service after the number transfers?
No. Rainbow Office does not cancel your previous service. You will need to cancel your previous service after your number has transferred. Transferring your phone number may cause your carrier to automatically cancel. Check with your current carrier.
Will my existing service work during the porting process?
Your existing service will work as is during the porting process as long as you do not make any account changes. Once your number has transferred to Rainbow Office, your old service will no longer function. You may need to contact the old provider to cancel that account.
What is the verification process for transfers? Do I need a current bill?
For wireless numbers, we will require your wireless account number and PIN. Note that the account number is often different from your wireless phone number. Once we verify your order, we'll work with your existing carrier to port your number as quickly as possible.
For landline and toll-free numbers, once we verify your order, we'll work with your existing carrier to port your number as quickly as possible. Some carriers will require a copy of your recent phone bill, or other verification information, and if this happens, we'll work with you to provide that information to the carrier and complete the porting process.
Can I transfer multiple numbers to Rainbow Office or do a bulk port?
You can start the transfer of as many numbers as you wish from within your account. If you plan on transferring 100 or more numbers in one submission to Rainbow Office from the same carrier, let us know as we do project-based porting.
How do I check the status of my current number transfer?
Once you completed your request online, you would be able to see the status of your request in the Company Numbers and Info page of your online account below Pending Numbers. Click Transfer Order and you will see the Order Details on the screen.
How will I know if there's a problem with my number transfer?
If information mismatch occurs, it will be shown on the Order Details section. Instruction on the issue and how to correct it will be available in this section.
When will my number be transferred?
Rainbow Office will notify you through email after release date from your provider.
How soon can my number be activated after the transfer was completed?
Number(s) are activated between 8-9am PST Monday to Friday.
What letter will Rainbow Office utilize to transfer my telephone number from my current service provider?
When submitting a Number Transfer request in your online account, a Letter of Authorization will be utilized by Rainbow Office where you need to provide a digital signature.
A Letter of Agency (LOA) must be completed by the end-user and supplied to Bandwidth upon request. Since this is done online, you need to go over the terms and conditions and must click the I Agree checkbox to proceed accordingly.
How can I make sure that I am providing the correct information for my number transfer request?
Ensure that all necessary fields are filled in and all information is accurate to avoid rejections. If you are unsure of the account information stated above, contact your current service provider.
Where do I send the documents such as Letter of Authorization and Copy of Bill?
After submitting your request online, go to the Order Details section. There you will see the Download LOA, Upload LOA, and latest Bill options.
How do I know if my documents were already submitted to my provider?
An email notification will be sent to you stating that we have submitted the number transfer request. You would be able to see the status of your request in the Company Numbers and Info page of your online account just right below Pending Numbers. Click Transfer Order and you will see the Order Details on the screen.
Can I port multiple Canadian and Toll-free numbers?
No. You need to enter each individually.
How will I be updated if my number transfer request/s is/are rejected?
Our processing team will reach out to you via phone and/or email if additional information is required. You can also check the porting status on your online account at any time.
How do I cancel my number transfer request?
Please contact the Rainbow Office helpdesk, indicate your Rainbow Office phone number, the number transfer request you wish to be cancelled, and your reason for cancelling the request.
I subscribed to a trial account with Rainbow Office but I want to port my number, is this possible?
We can only port telephone number from an Active, Paid Rainbow Office account. Upgrade your account to paid status before you initiate the porting process. You won't be able to have the ownership of the number if it is under Trial. In order for you to own a particular number, the first thing that is being required is a paid subscription.
How do I get notified about the status updates or changes in my number transfer request?
Every time that there is a movement in your number transfer request, an email notification is sent to your contact email.
What is the direct number I can dial when I want to reach the Number Transfer Department (NTD)?
The number transfer department can be reached by calling the Rainbow Office helpdesk. Hours of operation is between Monday to Friday (9am - 6pm PST).
What should I do if I ported my number but not receiving calls?
You may need to contact the previous carrier of the number to take out the ported number from the database or switches. If all is fine with the previous carrier, you may call the Rainbow Office helpdesk for further assistance.
Porting Out from Rainbow Office
Can I port my number out from Rainbow Office?
Yes! You can port your number out to the carrier of your choice at any time. There are no restrictions or fees to do so.
Is there a fee to port my number away from Rainbow Office?
Rainbow Office does not charge a port out fee. Your new provider will probably charge a porting fee. You will still be responsible for paying for your monthly service until the number port completes.
Will my new carrier accept a phone number transferred from Rainbow Office?
The majority of carriers will accept phone number transfers from Rainbow Office. Some mobile carriers have policies that only allow them to port in "wireless" phone numbers. Rainbow Office numbers are classified as "wireline" and that classification cannot be modified by Rainbow Office. Check with your new carrier first.
Can I port out a number to any phone?
Cellular phones and VoIP can be used with any number. However, landlines must be associated with an area code for the region it is in. So, while you can use a California 951 area code for a cellphone or VOIP carrier in New York (as an example), you would need a local New York area code such as 646 for a landline.
NOTE: Not every phone number in your area code will work at every address in your area code. This is true of all numbers in the country. If you move outside of your “rate center”, even your current landline number would not work at your new address. It has to do with the legacy telecom switch network. VOIP and wireless carriers are not bound by these restrictions. They use the internet and cell towers, respectively, independent of the telecom switch network.
What is a rate center?
A rate center is a geographically specific area used to determine the boundaries for local calling, billing and assigning phone numbers. Typically, a call within a rate center is local, while a call from one rate center to another is a long-distance call. Rate center boundaries do not necessarily align with county or municipal boundaries.
Can I port my toll-free number to my wireless carrier for use on my cell phone?
No. Toll-free numbers cannot be ported to a wireless carrier. Toll-free numbers can only be ported to a landline or VoIP carrier.
How do I port a number away from Rainbow Office?
When you port-out a number, your Rainbow Office account will have the information you will need to port the phone number to your new carrier. This information is located under the Billing and Payment tabs on your Rainbow Office Online account. You will need to provide this account information to the new carrier to port to their service.
How long does porting out take?
Port out timing depends on the carrier or service provider you are porting to. They all tend to work at different speeds. Usually it takes a few business days for the process to complete.
I'm porting away, why do I need to keep my account active?
The number will need to be in an active state during the port out process. Once the number has ported away, you need to contact Rainbow Office to cancel your service and avoid any further charges.
Can I cancel my port away order?
Yes! Rainbow Office does not issue a cancellation order, this must be done by your new carrier.
Vanity Number - What are the things I need to know when I order a Vanity Number?
What does the one-time setup fee cover?
The setup fee covers the cost of ordering the specific toll-free number.
Can I cancel my Vanity number request?
Yes! Let us know to cancel your order. Indicate your Vanity Number Request and reason for cancellation.
Why do I need to go on a Paid Subscription before my vanity number gets charged and activated?
Rainbow Office cannot activate and charge accounts that are on Trial status. You won't be able to have the ownership of the number. In order for you to own a particular number, the first thing that is being required is a paid subscription.
How long will the order take?
Order will take 3-5 business days. Don't worry, we'll keep you updated throughout the process.
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This article provides instructions for administrators on how to submit a number transfer request for your international number.
This article discusses the configuration settings for the auto-receptionist feature in your Rainbow Office online account.
This article provides information on the Call Queue feature in the Rainbow Office online account.