Ports_Port Out Protocol

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Port Out = Moving to another carrier from US Mobile

We can give account info ONLY if people chat from dashboard (through app is preferable - please ask them to use app) or send email from registered email address. If customers are "Visitors" on Front, they should log in to dashboard and chat from there.
Please always ask customers to chat from app to get account info
If No-Port Out feature is enabled (you see EXTRA SECURITY flag), verification should be done ONLY via chat and customer should be logged in to dashboard. Additional Verification will be done by Tier 3 -> please escalate after you followed current protocol before sharing account info.
  1. Customer comes to request account info / to do port out
  2. PSS checks Subscriber Status. If it is disabled due to fraud-> Do NOT go to the next step AND follow these steps:
    For Chats, please use Canned Response: Fraud Port Out- Chats
    Emails team: apply “Fraud_Ports” tag and move to Fraud folder (if it was not moved automatically)
  3. Verify their Fraud status. Look at the Main Fraud Criteria below, and if ALL 3 criteria are met -> Do NOT go to the next step AND follow these steps:
    For Chats, please use Canned Response: Fraud Port Out- Chats
    Emails Team: apply “Fraud_Ports” tag and move to Fraud folder (if it was not moved automatically)
    Main Fraud Criteria
    1. Customer has the smallest plan of either talk/text/data so total charge is less than $5
    2. Activation (not port in) happened less than 24-48 hours ago or recently
    3. There was no usage and no attempt to troubleshoot before leaving
    Numbers that have been ported in are not fraud!! Please check previous port requests.
    For Chats: Go to Flow plugin on Front and check location of customer: city and country should be the same as in billing/shipping address

IF Fraud is confirmed

  1. Add Fraud case here to this doc.

IF Fraud is not confirmed

  1. PSS asks why via applying canned response “reason for port out”
    Make sure to adjust canned response for email
  2. Customer says e.g. “USM is not for me”
  3. PSS tries to retain customer by giving them a discount (detailed instructions about types of discounts please find here) or by offering troubleshooting steps to solve the customer's problems.

If the customer is retained

  1. PSS applies relevant tags "E_customer retained" and "E_Issue_Port_Out_Troubleshooting and doesn't go to the next step

If customer is not retained

  1. PSS applies relevant tags “Port_out_Information_retention_attempted” or "Port_out_Infromation_retention_not_attempted" and goes to next step
  2. Customer confirms full name, email, shipping / billing address and 4 last digits of cc
    If customer is sending request with his / her registered email -> don't expect customer to give name as it is in account, because sometimes customers could use different name variations when they create account (e.g. only first name and not a full name). Shipping address and 4 last digits of cc are enough
Scenario 1: customer is facing SMS messages issues and customer asked for troubleshooting or customer does not have text in the plan
Verification in this Scenario should be done ONLY via chat - customer should be logged in (through app is preferable - please ask them to use app)
  1. Mandatory: PSS goes to Flow plugin on Front and checks the location of customer: city and country should be the same as in billing/shipping address
  2. PSS skips SMS OTP and asks additional security question 1:
    1) “When was your account created? When did you order your Starter Kit?” OR “When was your line activated? When did you buy your first plan?”
    PSS skips SMS OTP and asks additional security question 2:
    2) "When was your last charge?" OR "What was your Base Plan?"
    Do NOT expect customers to give exact date, month and year or season and year (e.g. spring 2020) should work.
  3. Customer answers correctly at least 1 of 2 questions.
Scenario 2: customer can successfully receive SMS OTP.
  1. PSS sends SMS from SMS folder on Front using canned response “OTP SMS”. Make Sure to create 6 digits OTP (except for 123456 or 000000 or 1111111 and the OTP should be the random numbers so it can not be easily guessed)
  2. PSS puts OTP number in Subscriber profile page comment section AND put a note on the Front initial thread saying OTP was sent and OTP number is XXXXXX
  3. Customer tells PSS the OTP and it should be the same OTP PSS invented in SMS
After Scenario 1 Or Scenario 2 Steps are completed
  1. PSS presses the Send Account Info button under the SIM view and fills out the form.
    Reason for port out, select the applicable option from this menu otherwise click on the “Other” option and then mention the reason in the “Additional comment” block.
    Carrier porting out to, select the carrier the customer mentions and if the customer does not then simply click on “Did Not Specify”
    Front conversation Link, this link can be found by going to the Front conversation, clicking on the 3 dots on the top, and clicking on “Copy conversation link” and just paste it here in this field.
  2. PSS leaves comments on the SIM page:
    Make sure to add comments using exactly the same structure you see below
    Request: Account Info
    Internal Port: yes / no
    Fraud: yes / no (if yes, criteria)
    Retention: attempted / not attempted
    Verification: Front link

How did we do?

Ports_Port In: Requests

Proper Verification

Contact