ACS toll-free number port order stuck — no response or assigned agent after 4+ weeks. How to check status or escalate?

Mees van Puijenbroek 20 Reputation points
2026-08-11T10:32:11.9733333+00:00

I submitted a port order to move three German toll-free (0800) numbers into Azure Communication Services (port-in via Colt). The numbers are directly allocated to us by the German regulator (Bundesnetzagentur), and I've provided the allocation certificates and a signed operator-change form (LOA).

The problem: the port order has had no response for over 4 weeks. I've sent multiple follow-ups and raised an escalation, but there is still no assigned agent and no status update. Our previous carrier's contract has ended and is only bridging the routing temporarily, so I need to get this moving.

Questions:

  1. What is the typical processing time for an ACS toll-free port order in Germany?
  2. How can I check the current status of a submitted port order, or find out whether something on my side is blocking it?
  3. Is there a proper escalation path when a port order receives no response and no agent is assigned? Direct support channels haven't responded so far.

Any pointers on the correct channel or what to verify would be greatly appreciated. Thanks!

Azure Communication Services
Answer accepted by question author
Golla Venkata Pavani 7,530 Reputation points Microsoft External Staff Moderator
2026-08-23T10:06:36.3633333+00:00

Hi @Mees van Puijenbroek

Thank you for reaching us regarding the issue.

  1. What is the typical processing time for an ACS toll-free port order in Germany?
    Microsoft does not publish a specific processing time or SLA for Azure Communication Services (ACS) port-in requests, including German toll-free numbers.

The documented process is manual. After you submit the required form, the Service Desk team “will let you know of the next steps and advises you on the port process.”

  1. How can I check the current status of a submitted port order, or find out whether something on my side is blocking it?
    There is no self-service status tracker or order history in the Azure portal for these special/port-in requests.

Official documented process (from the ACS “Port a phone number” quickstart):

  1. Gather your resource details:
  • In the Azure portal, open your Communication Services resource > Overview > click JSON View.
  • Record the Azure ID and Immutable Resource ID.
    1. Submit (or follow up on) the port request:
      • Download the Port In Form for Germany (Toll-free).
      • Complete the form.
      • Email it (together with your LOA/operator-change form, allocation certificates, and the resource IDs) to [acstns@microsoft.com].
      • Include “ACS Port Request” in the subject line.

The Service Desk is the team responsible for guiding the process and providing updates. If you have already submitted and received no response after multiple follow-ups, re-send a clear status request that includes:

  • Original submission date(s)
  • ACS Resource ID / Immutable Resource ID
  • Subscription ID
  • The three 0800 numbers
  • Confirmation that the required documents were attached

Eligibility requirements:

  • Paid Azure subscription only (Modern Customer Agreement, Modern Partner Agreement/CSP, Enterprise Agreement, or Pay-As-You-Go). Free credits are not eligible.
  • Billing location must be one of the supported countries/regions for Germany numbers.
  1. Is there a proper escalation path when a port order receives no response and no agent is assigned? Direct support channels haven't responded so far.
    Continue with (or re-send to) acstns@microsoft.com using the subject format above and include all prior correspondence plus the resource IDs.

Reference:
https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/telephony/port-phone-number
https://github.com/Azure/Communication/blob/master/special-order-numbers.md
https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/phone-number-management-for-germany

Kindly let us know if you have any further queries.

Please "accept" if the information helped you. This will help us and others in the community as well.

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