Join_Port In: FAQ

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

Customers Joining US Mobile

When the customer wants to transfer their existing number from another carrier to US Mobile, they will have to give us their Account Number and PIN associated with the previous carrier.

This article will help the customer to locate their Account Number and PIN for most carriers in the US.
If the carrier isn’t listed on our activation page, you can ask the customer about their carrier name in order to search for its parent carrier online and ask the customer to select that parent carrier instead. Remember until the account number and PIN are correct, the carrier name should not matter much.

How much time is required for a number to completely transfer to US Mobile?

After the customer has completed their Port-in request, The porting in of a number can generally doesn't much time but it depends upon multiple factors such as the correct account information, response from the previous carrier, etc.

But you can always tell the customers that if their account details are correct then it should not take that long for their number to port in with us.

Usually, it should be completed within an hour or two if the account info is correct and the previous carrier releases the lines automatically. But try not to mention the timeframe with the customer until customer insists on it

This process is longer for VoIP or landline numbers, which can take up to 5-7 business days. If you see a port in request on which the line is coming from a VoIP, landline or wireline carrier and the port request has successfully gone through, please ask the porting team to escalate the request to the parent carrier (VZW or PWG) in order to find the expected date of the port completion. Also, guide the customer accordingly.

The ports team can check the deadline from the Syniverse also but in either case, PSS is supposed to escalate to the ports team
Port-in of landline, wireline or VoIP numbers may take up to 5-7 business days.

How does the porting process look like on our website?

When a customer asks about the porting process on our website, you can guide them by asking to go on this link. This is our activation link.

Tell them that once they have ordered and received their US Mobile SIM Card/Starter Kit, they can go to the activation page and follow the prompts. After entering the SIM card number, it will ask them to transfer their existing number.

Click on that and enter all the required details.

The customer will have to fill out the following information:

  1. Enter the phone number
  2. Choose the carrier from the drop-down list.
  3. Enter the Account Number*  (this is the account number with their current carrier)
  4. Enter the Password or PIN* (this is the PIN that they use with their current carrier. If their carrier doesn't require a PIN, leave this blank)
  5. Click Continue
  6. Continue with the rest of the activation steps

Once they have completed the activation process, they will be able to see the status of their port-in request on their account dashboard.

Clicking More Details will show them the current status of their port request:

Tell the customers that we'll email them when their port completes or if we need more information. The process of porting a number can take between 24 to 48 hours to complete for most wireless numbers or even less if all the information on the Port-in request is correct, and between 5-7 business days, sometimes even longer, for landline, wireline or VoIP numbers. 

For us to be able to bring their number to US Mobile, these are some requirements:

  • Their current service carrier must allow it
  • The phone number should be active
  • There should be no outstanding payment against your number
  • And, the number should not be under any contract. 
You can also refer customers to this Guide for guiding about the porting process: https://usmobile.helpdocs.io/activation/how-can-i-keep-my-number

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