Zoom Phone Porting Denied (For a second time) - I need Help!

[Clayton_FHBC]

Hey Team,

I am trying to port my mobile numbers from Zoom to Twillio and keep getting denied. 

We have attempted to port the numbers twice now and I can't work out why it is being denied.

We are definitely using the right numbers and Zoom tells me it should be able to be ported yet no one else can give me any other answers and my tickets that were created for the matters still haven't assisted.

The response we are receiving for the reason it has been denied is:
We regret to inform you that this port was rejected by the carrier due to the numbers not being issued with them, i.e not active, cancelled, or reserved.

The numbers are definitely active as I am still using them now and there isn't any outstanding debts that need to be paid. 

Every time I reach out to Zoom via chat I have a good 30-60 mins wasted before they then create another ticket for me as I can't speak to a supervisor. 

I followed the steps they suggested with taking note of the names, account details etc.

Has anyone ported bumbers from Zoom to Twillio and can give me some advice?

Thanks, 

Clayton

[Eliot]

hi clayton_FHBC,

please see 

Porting away from Zoom Phone or Zoom Contact Center

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

the gaining carrier manages the port process, i.e. twillio.

according to what twillio is saying, the numbers twillio is trying to port in, i.e. are not assigned to zoom.  your zoom numbers may be owned by another carrier and resold by zoom.

"We regret to inform you that this port was rejected by the carrier due to the numbers not being issued with them, i.e not active, cancelled, or reserved."

ask twillio to check what carrier supplied your numbers to zoom.  twillio can do a immediate look up and let you know.  the zoom porting team should also be able to tell you what carrier your zoom numbers belong to.

when you port numbers into zoom. zoom has a tool to check number portability which tells you who the actual carrier is.  maybe twillio has a similar tool.

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

thanks,  eliot

[Clayton_FHBC]

Thanks Eliot

we are booked in again tomorrow so fingers crossed it’s all sorted.

Ive spoken to the carrier and the provider of the numbers so we should be good