Ports_Port Out: Issues

Saad Akhtar Updated by Saad Akhtar Permissioned article This article is internal and cannot be seen by public viewers.

FYI. All info in this Guide describes Ports Team responsibilities. Please escalate to Ports Team.

Porting out steps:

The process of a number being ported out from our system is a little different for both of the SIM cards.

For a number being ported out which was on the GSM SIM, the process is managed through V-care and is completely automated. The customer can submit a port-in request with their new carrier, and the request will automatically be responded to by the system. There is nothing we can do in order to address the process on V-care, nor expedite the process if it is being requested by an outgoing customer, since we do not have access to those processes.

On the other hand, if the number being ported out was on the Super LTE SIM, then the process for releasing the number from our end is completely a manual process. If a customer comes to us and asks for us to release their line from our system, and we see that the number is on the Super LTE SIM, then we will go to the taskbar on the top, click on the “Subscriber” menu, and in the drop-down menu click on “Port out requests”

Once we do so, we are redirected to a new page with the Port out requests. Once on this page, we can go on to search the Super LTE number through the MDN or ICCID fields, and then click on the option to “Filter”.

We can then open the Port out request for the number by clicking on the “View” option on the far-right of the entry. This will take us to a new page, on which all the information of the port out request can be found. From the information, we can open the SIM page of the customer, and check the Account Number and PIN as mentioned on the port request against the information that is present on the account of the customer. Once we have checked whether the information is correct or not, we come back to the port request page, and on the right side there is a window with the sub-heading “Update”, as shown below:

From here, we can do the following for both the headings:

  1. Confirm: If the information on the request matches completely with what we have on file, then we simply select “Confirm” from the drop down menu under “Response Type” and then click on “Update” at the bottom. This will cause the page to automatically refresh, and on the refreshed page we can simply click on the “Complete” button in order to manually release the Super LTE line from our end.
  2. Resolution Required: If the information on the request does not match what we have on file, then under “Response type” we select the option of the “Resolution_Required”. After this click on “Reason code” and scroll through the list of errors and select the most appropriate one that fits the scenario. In the end, always leave remarks about which information, either the Account Number or the PIN, or maybe even both were incorrect. Once the comments have been added under “Remarks”, click on “Update” to save the response to the port request.

What if a Port Request cannot be found?

The customer claims to have submitted a port request, but we do not see their port out request. This could be an old port out request that was resurrected, instead of a new one being created.

To deal with this, we will need to search all the port out pages manually, but

  • Searching with a number will not work, as the port out request will continue to display the old phone number that the SIM used to have.
  • Searching with a name might not work either, if the subscriber is different this time.

How did we do?

Ports_Port In: Terminology

Ports_Super LTE PORT-IN Errors