Verizon Port Requests
Verizon Introduces PIN Requirement for Port-out Transactions
To: All Sales and Customer Support Leaders
Agent Support Team: Do not forward this message. It is being sent directly to Agent Owners and Key Leaders.
Who to Contact: Frontline Communications
Effective June 3, Verizon Wireless introduced a new policy that requires all postpaid consumer accounts to obtain a 6-digit Number Transfer PIN when porting from Verizon to another wireless carrier. The change was implemented to protect against unauthorized port out activity.
Verizon account owners/account managers can request an account-level, 6-digit Number Transfer PIN when they want to port out to another wireless carrier. The PIN can be obtained through self-serve options such as SMS and the customer’s My Verizon online account, Verizon customer care, or a Verizon retail location.
- SMS: The customer can dial #PORT from their device. Once authenticated, they will receive an SMS to create the 6-digit Number Transfer PIN through their mobile browser.
- My Verizon: Customers can visit My Verizon via the web or mobile app and select Settings / Security / Number Transfer PIN, or they can access the PIN request option via Quick Links.
- Verizon Customer Care: If the customer has their Verizon device or verified email, they can contact Verizon customer care to request a PIN over the phone.
- Verizon retail location: Customers who don’t have access to their Verizon device or verified email can also visit a Verizon retail location with a government-issued ID to request a PIN.
Important: With this change, Verizon will no longer use Wireless Billing Account PIN Codes to validate port outs for postpaid consumer lines. Billing Account Numbers will still be required to match in addition to the Number Transfer PIN.
Supporting Customers Who Want to Port to U.S. Cellular
Associates should inform Verizon customers of the self-serve options available to obtain a Number Transfer PIN. Once a PIN has been obtained, associates can complete the port transaction per standard procedures (reference the Porting Overview procedure guides in the resources section, if needed).
Note: There is no change to the TOPS fields used to complete a port request. The only difference is the PIN is now six digits instead of four.