Port-In Procedures

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Required Information for Port-In

• Customer Name: Full legal name as it appears on the current account.
• Service Address: The physical address associated with the account.
• Phone Number: The specific mobile number the customer wishes to transfer (port) to the new service.
• Account Number: The identifier used by the previous carrier for the customer's account.
• Transfer PIN: A temporary security code assigned by the previous carrier to authorize the porting process.
  • Note: These PINs are time-sensitive and are typically only valid for 72 hours.

Important Compliance Note

Data Verification: It is critical that all information provided—specifically the Customer Name, Service Address, and Account Number—matches exactly what the previous carrier has on record. Discrepancies in this data are the most common cause of porting delays or rejections. Before submitting the request, ensure the customer has verified these details with their current provider.

Existing Subscriber Port-in

1. Locate the Customer: Enter the customer's name or MDN in the Search Customer bar at the top and select the correct account.
2. Access the Module: Navigate to the Quick Links panel on the right-hand side and select Existing Subscriber Portin (PC343).

3. Enter Port-In Details: Fill out the mandatory fields in the "Create new portin request" form:

• New SIM: Enter the ICCID of the new SIM card.
• IMEI: Provide the device IMEI.
• Old SIM status: Use the dropdown to select the status of the previous SIM card.
• Number to port: Enter the phone number being ported, then click the Check portability button to verify if the number is eligible to transfer.

4. Provide Customer Information: Complete the subscriber's details, including:

• SSN (Last 4 digits): Required for verification.
• Account number: The account number from the previous carrier.
• Password PIN: The port-out PIN required by the losing carrier.
• Billing Address: Ensure the Name, ZIP, City, State, and Address match exactly what is on file with the previous carrier to prevent rejections.

5. Select Swap Type: Choose the appropriate Swap type from the dropdown.

• Note: Pay close attention to the provided instructions at the bottom of the screen regarding T-Mobile and CDMA specific requirements for completing the swap immediately versus sending a new SIM via mail.

6. Submit: Once all fields are verified, click the Submit button to process the request.

Key Definitions for Porting

• Porting: The process of transferring an existing phone number from one carrier to another.
• ICCID: The unique identification number for a SIM card.
• IMEI: The unique serial number for a mobile device.
• Port-Out PIN: A security code provided by the current carrier that authorizes the transfer of the number.
  • For Portouts, this pin can be found on the customer account page under Customer Information.

Following Port-in

Here is the updated guide, revised to strongly emphasize the required agent responsibilities and tracking protocols.

Important Note: The Telgoo5 system does not automatically push notifications regarding port progress to agents. It is the sole, explicit responsibility of the managing agent to manually check the designated modules below to monitor whether a port is progressing, has completed, or has failed.

To manage or review any port-in requests, use the Customer Service (PC400) sidebar module. Expand Ports (PC393) and then select Port In (PC799) to reveal the tracking sub-modules.

Tracking a Pending Port-In

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When a customer initiates a request to transfer their number, the request enters an intermediate queue while awaiting release from the old carrier.

• Agent Action Required: You must routinely monitor this queue to ensure a request hasn't stalled.
• Steps:
  1. Open the left sidebar menu.
  2. Click on Pending Portin (PC394).
  3. Search by customer or phone number to verify submission timestamps and check if an outstanding credential (like a missing account PIN) is holding up progression.

Checking a Completed Port-In

Once a number has successfully cleared validation and has been fully released by the donor carrier, it will be moved out of pending status.

• Agent Action Required: Because no automatic confirmation alert is sent when a port succeeds, the agent must proactively verify completion in this module before informing the customer that their line is active.
• Steps:
  1. Navigate to the sidebar menu and click Completed Portin (PC396).
  2. Use the search parameters (MDN, Customer ID, or Date Range) to confirm that the provisioning process is finalized.
  3. Once verified here, the phone number is officially active on the new account profile.

Managing a Failed Port-In

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If a donor carrier rejects a port request due to mismatched data (incorrect account numbers, wrong passwords/PINs, or incorrect zip codes), it will drop into the failure queue.

• Agent Action Required: The system will not flag you when a port drops. Agents must diligently audit the failure module to catch rejections immediately, troubleshoot the error codes, and prevent extreme delays in customer onboarding.
• Steps:
  1. Navigate to the sidebar menu and click on Failed Portin (PC395).
  2. Locate the failed order, review the specific carrier rejection code, and work with the customer to correct the details.
  3. Resubmission/Closure: If the details can be corrected, update and resubmit. If the transfer must be abandoned entirely, use the adjacent Cancel Portin (PC395) module to safely remove the request from the active system queue.

Important porting note: If a port-in request remains in "delayed" status, it indicates the old provider has not yet responded. To progress beyond the initial request, we require either a confirmation or a specific resolution error (such as an incorrect account number or PIN).  The old service provider responding in a timely manner is an expected standard practice that all carriers must abide by.