Phone Number Dispute Resolution
A “Duplicate Phone Number” error may occur when a carrier attempts to enroll a subscriber with a telephone number that already exists in NLAD.
To resolve this error, carriers may choose one of the following options:
- Assign a new phone number for the potential subscriber to bypass the duplicate phone number error message. In addition, please contact Lifeline Program with the duplicate phone number used during the enroll/transfer transaction as USAC will conduct further research and analysis to prevent the re-occurrence of the error.
- Submit a dispute via email to Lifeline Program including the phone number and the SAC with which you are attempting to enroll/transfer the potential subscriber. In addition, please provide documentation that verifies the phone number has been ported, or belongs to your carrier. Carriers must provide proof of ownership of the number.
USAC will investigate the duplicate phone number dispute and contact the carrier claiming the number in NLAD and request that they confirm the phone number belongs to them. If that carrier cannot prove that they have possession of the phone number, USAC will instruct that they de-enroll the phone number from NLAD immediately. USAC will then notify the carrier submitting the claim to enroll the subscriber using that number.