Provisioning Department Hours of Operation
Our support team is available to assist you via email Monday through Friday from 9:00am-5:00pm Central Standard Time excluding the following holidays and blackouts days:
New Year’s Day
The day after Thanksgiving Day
Port Out Request Types
A simple porting request is defined as a single TN on a single account. The target interval for processing simple requests is within 8 business hours of receiving the request, with the port out to be completed in 2 business days.
A non-simple or complex porting request is defined as any request involving more than one TN. The target interval for processing non-simple requests is within 3 business days of receiving the request, with the port out to be completed within 5 business days.
A project porting request is defined as any request involving 50 or more TNs and multiple carriers. These migrations will be handled as a project with negotiated due date intervals.
Requesting a Port Out
To process a request for TN port out, the TN must be a valid West Telecom Services telephone number on the West Telecom Services network. West Telecom Services is only able to process port out requests against its inventory.
To process your request, we require that the customer information submitted on the Local Service Request (LSR) match West Telecom Services records.
Send LSRs to TSLNP@West.com
FOC dates are valid for 5 CALENDAR days including FOC date.
West Telecom Services does not provide concurrence. The Carrier Provider is expected to build NPAC subscriptions in enough time for auto-concurrence.
West Telecom Services does not port out inactive numbers. Only existing customers with active TNs may re-activate numbers.
Requested changes to the approved FOC date must be submitted before 3:00pm CST one business day prior to the FOC date via email with the subject “Sup and PON number”.
Same Day Supplemental or Cancel Requests
If you are trying to sup or cancel an LSR on the day of the FOC or after FOC, you must send an email with your PON and LSR IS to TSLNP@west.com.
*Please put “same day cancel” (or sup) in the subject line. We will respond within 4 business hours if received prior to 3:00pm CST. Any requests received after 3:00pm CST will be worked on a case-by-case basis.
Please make sure accurate email addresses are provided in the LSR request for both the primary and secondary contact, if one is selected.
Status requests may be submitted to TSLNP@west.com with the subject “DID Port Status”.
West Telecom Services does not accept a snapback request due to real-time provisioning constraints. If customers wish to disallow a prior port request and return the telephone number to West Telecom Services, customers must accomplish this through West Telecom Services’ sales team.
West Telecom Services will use its best efforts to work around this rule for first responders who are out of service, where possible. However, system limitations may prevent acceptance of snapbacks, even in these situations.
How do I check if my company has a valid FCC Filer ID?
Please visit the FCC website and search for the company.
* By clicking the link below you are leaving the west.com to the FCC website.
THIS SECTION IS ONLY APPLICABLE TO TELECOM SERVICES CUSTOMERS
Exemption certificate documents will be sent to Customer, as applicable. Customer is required to complete those documents in their entirety and return to West. In the event Customer fails to return the exemption certification documents, West will invoice Customer all applicable taxes, USF and surcharges.
Please contact our tax consultant at firstname.lastname@example.org to request your applicable tax exemption certifications.
Once the PPU form is received, the specific certificates (blank forms) will be sent based on your primary place of use address. You are not exempt from being billed taxes until the forms are returned and validated for completeness and accuracy. If you do not indicate that are exempt on the PPU form, then of course no blank certificate forms will be sent, and you will be billed for all USF/surcharges/taxes.
In addition, if no PPU is declared, the billing address will be assumed to be the PPU. Customers who are changing their PPU location due to moving, etc. should complete the form again and repeat this process.
West Telecom Services, LLC Rural Call Completion Contacts
Service Provider Point of Contact for Rural Call Completion Issues
As required by the FCC, the following is point of contact information which should be used by Service Providers to report and seek assistance with rural call completion issues experienced by their subscribers:
To request a thorough investigation of your unwanted calls, please fill out the following form completely. Our team will determine the originating network and work with them to address the issue. West’s Telecom Services is a wholesale services provider and does not perform outbound telemarketing.
Unwanted calls may also be fraudulent or illegal. Beware of calls that:
- Request that you verify personal data (such as your Social Security number or bank account information).
- Claim you have won a sweepstakes, contest, or other item of value.
- Claim you owe a debt or fine and ask that you remit payment immediately.
To stop unwanted calls you may also add your name to the National Do Not Call Registry by calling 888.382.1222 or visiting www.donotcall.gov. Make sure you add each phone number which receives harassing calls. This is a free service.
If you have received a call from someone impersonating an IRS agent, you may also want to report that directly to the IRS at https://www.treasury.gov/tigta/contact_report_scam.shtml.