How to fix a porting issue

Hi @Simone McNitt, 

Good day. Thank you for posting your question in the Microsoft Q&A forum. 

Before we proceed, please note that this is a user-to-user community forum. As a moderator, I don’t have access to your Microsoft 365 tenant, your account, or your device to make changes directly. However, I’ll do my best to support you by sharing the appropriate resources and directing you to the right support channels. 

For Microsoft Calling Plan numbers, there is no full self-service port-out wizard in Teams. In most cases, the new carrier must initiate the transfer request, while Microsoft validates the request by using a Porting PIN configured in the Teams Admin Center.  

To help you move forward, please follow the steps below: 

These steps may require admin rights. If you do not have admin access, please contact your organization's IT department and share these steps with them so they can assist the affected user. 

Step 1: Confirm what type of numbers you currently have 

1. First check the two numbers in Teams Admin Center > Voice > Phone numbers. Search for the numbers there and use the Filter pane to review details such as Phone number type and whether the number is associated with a Partner or Reseller.  
2. Should the numbers appear under an enabled operator in Teams Admin Center > Voice > Operator Connect, they are likely Operator Connect numbers. If they are managed through your own carrier or SBC setup instead, they are typically Direct Routing numbers.  
3. If needed, please contact your current operator or carrier for port-out guidance, as they may be the party managing the PSTN service for these numbers. 
4. Otherwise, if the numbers are provided directly through Microsoft, they are generally Microsoft Calling Plan numbers, proceed to Step 2

For your reference: See a list of telephone numbers in your organization - Microsoft Teams | Microsoft Learn 

Step 2: If these are Calling Plan numbers, gather the required port-out details from Teams Admin Center 

• Sign in to the Teams Admin Center, then go to Voice > Phone numbers and select Manage porting PIN to create a 10-digit numeric PIN. This is the PIN your new carrier will use to authorize the transfer request.  
• 
• You should also collect the phone numbers, service/emergency address exactly as listed in Teams, and if needed, the same phone number may often be used as the Account Number/BTN when no traditional account number exists.  

Step 3: Contact your new carrier and have them submit the port request 

• Once you have the required details, please contact the carrier you want to move the numbers to. They will typically ask you to complete their porting paperwork, such as a Letter of Authorization (LOA), and then they will submit the port request to Microsoft.  
• Microsoft is generally not the initiating party for the port-out request.  

Please do not cancel the Microsoft service, remove the Calling Plan license, or release the numbers before the port has fully completed. The numbers must remain active until your new carrier confirms that the transfer is successful; otherwise, the request may fail or the numbers may be at risk of being lost.  

For your reference: Acquire phone numbers for your organization - Microsoft Teams | Microsoft Learn 

If the request is rejected because of account details or address mismatch, please open a support ticket to Microsoft Support through the Microsoft 365 Admin Center so the support team can help verify the porting information.  

I hope this information helps clarify the process. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.  

Thank you again for your understanding and cooperation. 

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