Handling Port-In Rejections (Blacklisted Devices)

When a customer attempts to port in their number and the activation fails due to a blacklist flag, follow these exact steps:

• Identify the Error: Look for the following system error response:
  Failed:-:Portin API Response : PortinRequest: Device is blacklisted.
• Understand the Cause: The device has been flagged by the previous carrier as lost or stolen.
• Agent Action Plan:
  1. Advise the Customer: Instruct the customer to contact their previous carrier directly. They must ask if the blacklist status can be reviewed and removed.
  2. If Cleared: If the previous carrier successfully removes the blacklist, our system should be able to resume and complete the activation process.
  3. If Not Cleared: If the previous carrier refuses or is unable to remove the blacklist, inform the customer that this particular device is not eligible for activation on our network.

Tracking and Managing Port-In History

• Checking Submission Timelines: You can search the MDN (Mobile Directory Number) in the port-in history to see exactly when it was submitted. Adjust your date ranges as needed in the system filter to locate older requests.
• Pending Port-In Swaps (PC343): Any time you process an existing subscriber port-in, the port request will automatically land in the "Pending port-in swaps" queue for monitoring.