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Troubleshoot a Porting Fax Number

How to troubleshoot common issues that may arise when porting your fax number

FAQ: When porting my fax number i'm noticing under "status" is says "exception" what does that mean?

  1. Understand the Porting Process

    • Be aware that porting a fax number can take several days to complete.

    • The process involves your current service provider sending a CSR (Customer Service Record) letter to Synkwise's provider, Telenex.

  2. Check the Port Order for Issues

    • Incorrect information, such as a misspelled business name or an incorrect authorized person's name, will flag the port request and cause delays.

    • To check the status, navigate to your fax settings.

    • Click the three dots icon next to your port request and select View Port Order.

  3. Communicate with Support

    • The "View Port Order" section will display any comments or communication from the service provider regarding issues with the request.

    • If you see a comment or notice a problem, contact Synkwise support immediately so they can help resolve the issue with the provider.


    Different porting statuses and what they mean:

  • Draft: The initial status when a port request is created. All necessary information and documentation can be added before submission. Draft orders are deleted after 30 days if not submitted.

  • In-Process: The status after a port request has been submitted to Telnyx and is awaiting submission to the previous provider.

  • Submitted: The status indicating the port request has been sent to the previous provider and is awaiting their response.

  • Exception: The status when the previous provider has rejected the port request due to a discrepancy in the submitted information.

  • FOC-Date-Confirmed: The status when the previous provider has approved the port request and a firm order commitment (FOC) date for porting has been set.

  • Activation-In-Progress: The status on the FOC date, indicating that the number is actively being ported.

  • Ported: The status confirming the porting process is complete and the number is now active with Telnyx.

  • Cancel-Pending: The status when a cancellation request for the port has been received and is being communicated to the previous provider.

  • Cancelled: The status confirming that the previous provider has acknowledged the cancellation and the port request is terminated.



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