In order to port your landline number, we’ll work with our provisioning partner to ensure that your number completes the three phases described below. If you’re porting a mobile number, the phases will be the same, but you’ll be asked to provide an account number and account PIN.
CSR (Customer Service Record) Phase: Twilio will work with our provisioning partners to request a 'service image' (account record) from your current carrier. Your port request and service information will then be screened against the current carrier's provided record. If the information matches, the request then moves on to the next phase. In cases where an account record is not provided by the current carrier, Twilio may ask the end-client to obtain this document so the order can be moved to the next phase.
LSR (Label Switch Router) Phase: Your port order is sent to your current carrier. At this stage, your current carrier will accept the request and it will move onto the next phase (or) reject the request for any of the following reasons outlined in this FAQ:
Please note that a request may pass the CSR phase but be rejected by the current provider at the LSR phase if inaccurate service information is provided by the current carrier, if account information changes, or if there are outstanding billing/account issues between the end-client and their current carrier.
Pending Activation: Twilio is waiting for the port date to be provided by the current carrier so the order can be triggered and the phone number activated on our network.
As soon as these phases are complete and we have a port date scheduled, we’ll be sure to let you know.