Transition and Porting Process
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Upon signing a contract with DVE Cloud, we begin ordering your agreed services right away. Transitioning from one provider to another can be a daunting task but with proper measurements in place, it can also be a smooth process with minimal down time and a better outcome.
Since the transition can be a lengthy exercise it is important to understand that no services with your existing carrier should be disconnected unless specifically instructed or advised. If you cancel voice services before the porting happens you could potentially lose your number.
Stage 1: Ordering services and equipment
- Internet and voice services are ordered: FTTP and Fixed Wireless connections can have a connection delay between 1-2 days (Sometimes within hours - Not guaranteed)
- FTTN services can have a connection delay of 1-4 weeks and further depending on potential infrastructure upgrades.
- Voice services are configured within 1-2 Days and a temporary number is assigned to the customer for use within the porting wait period
- Porting request submitted with existing carrier (Depending on carrier, this can take anywhere from 1-2 weeks to 1 month on wards - Extreme backlog due to COVID-19 shutdown periods)
Note: Porting times are not dictated or influenced by DVE Cloud at all and is completely dependant on third parties involved within the porting and the existing carrier
- Equipment is ordered and prepped in house for quicker installation
- Advertised business number Caller ID is attached to temporary number in order to show the businesses correct number on outgoing calls.
Stage 2: Installation
- NBN/Data installation date
- Installation of equipment and services typically happens upon the new NBN installation - However under special circumstances such as downtime from existing carrier etc, we can install equipment on existing internet services in the interim. (PBX standalone trunks are an exception to this as well)
- Programming requests; once the hardware is installed the technician on site will then liaise with you to setup desired configuration and test to ensure all phones are ringing and programmed as requested.
Stage 3: Porting/Number Cutover
- Porting cutover commences at a specific time of the day and incurs a bit of downtime while the port is in progress. Diversions are not permitted during this time due to the origin of the number changing.
(Once porting is complete your main number and any others included within the port process are now held and controlled by DVE Cloud)
Stage 4: Service Disconnection
- Now that your voice and internet services are controlled and held by DVE Cloud, any unused existing services that were taken over can be carefully cancelled. Note: DVE Cloud does not take responsibility if a customer cancels a service in use that was not addressed or spoken about throughout the initial sign up.
Services and Equipment ordered
NBN installation date
Equipment installation/temporary number setup (with working Caller ID)
Porting acceptance/Cutover schedule
Cancellation of unused services with existing carrier
Porting a phone number can be a lengthy process depending on the losing carrier. It is important to realise that porting schedules and availability are completely out of DVE Cloud's control and it is not our responsibility to guarantee a specific date or time.
DVE Cloud will try and request a specific date but especially due to the huge backlog of porting requests with other carriers, we can never expect a schedule to go to plan for a porting cutover.
Note: Depending on the complexity of the port, it may also be rejected due to a number being associated with a group of numbers. When this is the case we will sometimes contact you the customer, to figure out if we can port the entire group, or if you would like to disassociate the requested number from the group and run two services.
DVE Cloud will typically port an entire group of numbers, since a group of numbers generally serves the same purpose. The reason for grouped numbers is due to the usage of PSTN lines when a group of numbers were required for line hunt to function. A lot of the time, service providers will continue to move these over and never cancel them.
Carrier routing issues can occur in our modern day of SIP/VOIP calling. There are complex systems in the back end of the telephony network to ensure phone calls can reach their destination. With this being said, issues can arise when calls from one carrier to another cannot get through.
It is crucial to understand that when a call is being forwarded to a DVE Cloud service or a caller can not reach the callee (you) it is due to a call routing issue with the originating carrier. Receiving SIP services do not establish the call route, this is done before they start ringing in a sense. This is an exclusion of incorrect configuration of on site equipment.
Three highly likely possibilities of not receiving calls:
1. PBX is not configured correctly and the trunks are not registered or haven't been setup to route calls to internal extensions. This can be diagnosed most of the time by checking the PBX logs to see if the call even reaches the PBX or not - If the PBX never receives a request then it is not going to ring anything.
2. If reason 1 is not the issue then this is another likely problem: The caller's service provider has internal/backend routing issues into our upstream network. These routes are established on the callers end however since they are not correctly configured, the callers carrier can not find a destination to route the call to. This can be diagnosed by attempting to call the service from two different carriers. e.g. call from an AAPT service and a Telstra service - If both fail then its highly likely the DVE Cloud number is configured incorrectly - If one works and the other doesn't, then there is an issue with the callers carrier that is not getting through.
3. Call Forwarding issues/carrier routing: Another rare scenario that can happen is call forwarding not working from any carrier to your DVE Cloud number. There is a possibility that the carrier/host of the originating number (your advertised number that hasn't ported to DVE Cloud yet) is having call routing issues. This means technically it doesn't matter what provider the caller is with, because all calls are forwarding through the problem carrier that can't route into your DVE Cloud number. This can be diagnosed by calling the temporary landing number directly which can be provided by DVE Cloud. If you can call the number directly from a service having issues and it comes in, it means the callers provider is working, however the forwarding provider of the main originating number is not.
Please note that DVE Cloud do not take responsibility for incoming voice routing issues with other carriers. If DVE Cloud provides a landing number it is imperative to realise that we do not block incoming calls on any level. This means if someone is calling from one carrier/service provider and it works, but then someone else calls from a different carrier and it doesn't work, there is an issue with the problem carriers routing.
Do keep in mind, while these issues are out of DVE Cloud's control and can't be directly fixed, we do understand the importance of your customers being able to reach you and therefore will assist and leverage all our available resources to have the problem fixed.
While this is not a common problem, and rarely occurs, as a customer we believe it is important to be aware of these issues in the SIP/VOIP world to avoid any unexpectedness.