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FAQs


The following is a listing of some of the more common questions asked about Virtual PBX®. If you don’t find your answer here, contact us by calling 1-888-825-0800 and we’ll be happy to answer any questions you may have.
The following procedures are most relevent to users with System Administrator access.
Please click on a topic to expand or collapse the solution.

You may contact our Porting Department via email at porting@virtualpbx.com. The Porting Department business hours are Monday to Friday, 8:00 am to 4:00 pm PST.

To port your number over to Virtual PBX® you will need to fill out either a Toll-free LOA (Letter Of Agency) Form or a Local LOA Form. This form, once completed, serves as a record of transfer between your toll-free or local number carrier and Virtual PBX®.

To port a local number to Virtual PBX®, please complete a Local LOA form.
Local LOA Form (Acrobat PDF) [ Download ]

To port a toll-free number to Virtual PBX®, please complete a Toll-free LOA form.
Toll-free LOA Form (Acrobat PDF) [ Download ]

Note: Please make sure to sign and date the form before you send your fax. Incomplete or inaccurate forms can not be processed and will delay the porting of your number. Processing of toll-free ports usually requires 3 to 5 business days while local number ports typically require 10 to 20 business days. Further porting information can be found below.

Using a ported number as your primary contact number creates three problems:

  1. When a number is ported to Virtual PBX®, it becomes ‘terminated’ on our systems. That is, anyone attempting to reach the primary contact would reach your Virtual PBX® instead of the primary contact.
  2. In the event that problems arise with your account or your Virtual PBX, a primary contact would not be directly available to address the issue.
  3. A caller attempting to reach the primary contact through the contact’s extension would be sent into a call loop because the contact number calls back into the Virtual PBX®, essentially rendering the extension non-functional.

As a result of these conditions, it is Virtual PBX® policy that a number that you are attempting to port can not be used as a primary contact numbers.

The porting process for toll-free and local numbers will vary between each carrier. Virtual PBX does not have any control over these processes.

The number of LOAs that are required can vary. Toll-free numbers are issued by a large number of resellers so it’s often difficult to know the originator, or RESPORG, of a given toll-free number. This may be true even if you originally purchased several toll-free numbers from the same entity. As a result, each toll-free number that you own could require a separate LOA. However, if you have multiple numbers from the same RESPORG, they may be submitted on one toll-free LOA.

For local numbers, the opposite will be true in most cases. That is, a single carrier is the RESPORG for all numbers under your ownership. If this is the case, you can also submit one LOA for all of your local numbers.

Processing of toll-free ports usually requires 3 to 5 business days while local number ports typically require 10 to 20 business days. However, please be aware that each carrier will have different internal processes in place to finalize a port. These processes may prolong your porting time. The current volume of ports a carrier is handling can also effect your port time. While Virtual PBX® strives to complete ports within the same timeframe, there will be periods where we handle a large volume of porting and support requests. During these periods porting may take longer than usual.

Note: The most common delay in the porting process is an incomplete or inaccurate LOA.

Virtual PBX® endeavors to complete toll-free ports in 3 to 5 business days; local number ports between 10 to 20 business days. In the event that it has been more than 6 weeks (or 30 business days) since your request was issued, you may be experiencing any of a combination of the following:

  1. An incomplete or inaccurate toll-free or local LOA has been submitted.
  2. Carrier porting demands are unusually high.
  3. A carrier’s porting process has changed without notice.
  4. Virtual PBX® porting demands are unusually high.

If you are experiencing a significant delay with your port, please contact us directly at 888-825-0800, option ’2′ and we will attempt to resolve your porting issue as quickly as possible.