Ported Number

[Krichard]

I recently ported a number from ATT to Zoom. After using Zoom we found we do not like it. I need to port my number back to my carrier because it is our business number and I have to keep it the same. Absolutely no one will talk to me on the phone because I don't pay for a live agent with my plan???????? Which is the dumbest thing I have ever heard. I had several more things to troubleshoot with them after submitting a ticket and I have yet to get a call from anyone. So if anyone can tell me if it is possible to port my same number back to ATT and how to start this process. TIA

[MGSR · Accepted solution]

Welcome to the Zoom Community @Krichard! We sincerely appreciate your contribution to bringing up this issue and sharing it with the community. Such participation is highly encouraged, as it allows other users to provide solutions and assistance.

Below are the steps on how you can get your Zoom Phone account details that you can use to port your Americas and EMEA numbers.

1. Sign into the Zoom web portal.
   Notes:
   • If you are porting out EMEA phone numbers, follow the steps up to step 3.
   • If you are porting out US phone numbers, follow the steps up to step 7.
2. In the navigation menu, click Account Management, then Account Profile. Take note of your Account Number.
3. In the navigation menu, click Account Management, Billing, then Billing Contact. Take note of the following:
   • Company Name
   • First and Last Name
   • Address
4. In the navigation menu, click Phone System Management then Company Info.
5. Click Account Settings.
6. Scroll to the Port-out Verification section.
7. Click Change to view the port-out PIN.

Notes:

• Zoom does not require and provide Customer Service Records (CSR) to port away your numbers.
• Some phone providers may require Customer Service Records (CSR), but this could be bypassed and is not mandatory.

You can read more in this article. 

Thank you, and have a fantastic day!

[Captainkoi]

Great info, i already had all this and clicked "change" to see the port number BUT AT&T is all set but they say ZOOM is hung and wont release the number. I gave them the porting number I saw. What gives. Do I have to delete the number from Zoom and wait 30 days for it to be freed up? A whole month of business calls hitting an error message.

Apologies but i am extremely irritated and apparently such a paltry account I can get any live help. The help bot is useless!!!! So after following the steps in your post THEN WHAT????

[Eliot]

hi captainkoi,

porting is started by the acquiring carrier (at&t).  if not already done, supply at&t with your zoom phone telephone number, zoom phone account number, zoom phone address, and zoom phone port out pin.  at&t will look up the number to identify the losing carrier which may be zoom or some other carrier.   please see this support article:

Porting away from Zoom Phone or Zoom Contact Center

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0068195

if this information is not enought, ask at&t to provide a copy of any rejection notice by zoom.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[Captainkoi]

yep, and about the 10th time i saw this page. We are on the line now and it is saying now it can't be ported. I had said it was. NOW as there is NO EXPLANATION as to what SHOULD happen after seeing the transfer pin... and the original attempts didn't seem to work. I then thought that maybe we had to "unbind" the number, but it was still mine so then HAVING TO GUESS AT WHAT TO DO i figured it had to be released somehow so I deleted it. NOW apparently it is going to wander in Zoom purgatory for 30 days before being available again EVEN TO ME>

So A) We are SCREWED and B) as soon as i confirm how it SHOULD be done, we are going to yank EVERTHING off this WORTHLESS provider and find other solutions.

This is absolutely REDICULOUS that I have to ask the "community" to solve a problem the COMPANY should have done. 

[Eliot]

hi krichard,

With regard to a live agent, you can have calls to your zoom phone answered by you or one of your staff.  this is standard practice.  you also have the option for incoming calls after normal working hours to route the calls to voice mail.

happy to help.

thanks,  eliot

[MGSR]

Hi @Krichard 

Did you see the previous responses?
If any of it has resolved your inquiry, please press the Accept as Solution.

If you need further assistance, please let us know.

Have a great day!

[MGSR]

Hi @Krichard,

Given the time elapsed since we last heard from you, I've taken the liberty of marking the provided answer as the solution.

If you need further assistance, please let us know.

Have a fantastic day!