Ports_Port In: Requests

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

Finding Port In requests

When a customer chooses to keep their phone number while switching to US Mobile, their port requests will show up under Admin > Subscriber > Port requests

Port-ins to the GSM LTE network will have the SIM ICCIDs starting with 8901, and to the Super LTE network with 8914.

Port In Status check

The Status column shows the status of the port as of the last query. To get the current status of the port request, click "View" to open it up. Even though port request automatically queries the new status as soon as you open the port page, always still click on Query Port Status and the page will refresh, showing you the current status.

"IN PROGRESS" means we’re waiting on the losing carrier to release the number to us. Mention the status in the comments and request the port team to update the customer.
If a port request is "ON HOLD", the reason would be displayed under Message, directly below ZIP code. Always Click Query Port Status to view the current status of the port.
If a port request is "Submitted", we can check the status by looking at the "Provider response type".
Port requests with status "Completed", are ready to activate. We may query them and hit the activate button to activate the line. Status "Active" means that the line has already been activated.

Provider Response Type (Super LTE Only)

R - Means that some of the information may be incorrect.

D - Suggests that the response from the previous carrier is delayed. We can recommend the customer to reach out to their previous carrier and have them update their response from their end.

C - The information has been verified by the previous carrier and we are waiting on them to release the line over to us for activation.

N - This means that the line transfer is complete and the query button would change to the "Activate" button. If there is no comment "Activating", you can go ahead and click the button to activate the line.

T - There may be a porting restriction on this line. The customer has to reach out to the ports team to confirm this response and then ask the customer to have the previous carrier remove any porting restrictions on the line.

If the status of the port request is "submitted" but the "Provider response type" is empty, please query the request and reach out to your shift's port personnel to have the status checked on Syniverse. For many cases this can mean that there has been no update from the previous carrier on the port request.

If you are unsure about any of the status, please escalate to the ports team.

Viewing History

The entire history of the port request is shown under the History section below the porting information. Click on the view button to be able to see the history.

Here you can see when the port-in was created, a record of every query and modification that was performed on it.

You can also go through the comments on the port page to see what changes the other representatives made to the port request or see the latest updates shared by the porting team.

Changing phone number on a Port In request

Verification should be done ONLY via chat - customer should be logged in (through app is preferable - please ask them to use app)
  1. User wants to change the phone number on port request
  2. Customer confirms Full name, Email, Shipping / Billing Address and last 4 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
  3. 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
  4. PSS responds to customer and sends OTP from Subscriber Profile in admin by clicking "Send an email"
  5. Create a manual 6 digit OTP (except for 123456 or 000000 or 1111111 and the OTP should be the random numbers so it can not be easily guessed) and send it to the customer
  6. Customer reaches out back with OTP details which the customer would have received on
  7. Go back to the port request. Hit cancel.
    The carrier name will disappear from the port request after resubmitting it, so make sure to mention it in the comments before canceling a port request for future reference.
  8. Hit 'resubmit' button at the top right corner of the port details and enter the correct phone number there.
  9. Click on resubmit at the bottom left corner of the port details box.
  10. IMPORTANT: You must add comments for every action you perform on a port request, as well as its outcome.
Important Requirements:
  • Phone Number must be US-based (Puerto Rican numbers can be ported)
  • Should be active at the time of porting
  • Should not be under any restrictions i.e. under contract/pending dues from the current carrier
  • Should have correct porting information:
    • Account Number
    • PIN
    • Zip code
If the customer submitted an incorrect phone number or incorrect address (Outside USA) on their port request, ask them to provide their details within USA as we do not have our services outside USA.
The port request would be invalid if we submit a port request with address outside USA

Changing Account number or PIN on a Port In request

Anything missing or is incorrect will return the port with an error. We need to inform the error details to the customer and request for correct info.
  1. User wants to change Account number or PIN on port request
  2. Customer confirms full name, email, shipping / billing address and 4 last digits of cc
    If customer communicates via registered email address -> skip verification
  3. Hit 'modify'.
    IMPORTANT: The carrier name will disappear from the port request after a modification, so make sure to mention in the comments for future reference.
  4. Change the account number and / or PIN.
  5. Click the blue Modify button below
  6. The page will refresh and you will either get a success message in green or some error in red, which you should ignore at this point.
  7. Please always leave the following comment on the Port Request:
    Request: Account Information Modification
    Account information modified from [previous information] to [current information].
    Verification: Front Link

Canceling a Port In Request:

Verification should be done ONLY via chat - customer should be logged in (through app is preferable - please ask them to use app)
Please always ask customers to chat from app
  1. User wants to cancel a Port In Request.
  2. Remind the customer that this will cause a risk for the loss of their number which we would not be able to recover back provided the previous carrier has already released their number from their data base and we continue to cancel their port request on our end. Thus ask the customer to check back with their previous carrier if the number has not been released yet to avoid any further hassle.
  3. Customer confirms Full name, Email, Shipping / Billing Address and last 4 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
  4. 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
  5. PSS responds to customer and sends OTP from Subscriber Profile in admin by clicking "Send an email"
  6. Create a manual 6 digit OTP and send it to the customer
  7. Customer reaches out back with OTP details which the customer would have received on
  8. Customer reaches out back with OTP details
  9. If the Port Request is just to be canceled, then log a refund for the customer of the order they purchased. The process would be: cancel the port request > manually override the ICCID and add three zeroes at the end of the ICCID (in a port request page)> clean the SIM > log the refund.
    If the customer wants service with a new number, then cancel the port request > manually override the ICCID and add three zeroes at the end of the ICCID (in a port request page) > clean the SIM > activate a new number manually for the customer.
  10. You can guide the customer more about the new number they will get after port cancellation through this article.
  11. Always leave the following comments once you've cancelled the port:
    Request: Port Request Cancellation
    Port Request for [MDN] Cancelled.
    Verification: Front Link

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Ports_Internal Port Protocol

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