Cancellation with open port-out

Customers with open port-out requests cannot be manually canceled until the port-out is complete and closed.

• Tell the customer:
  • There is an open port out request for their number and their number must remain active if they would like to port out the number.  
  • They must provide their account number and account PIN/Password to the new service provider for the port to be successful.
  • They must contact the new service provider to have their port completed.
• If the customer says they no longer want to port out the number:
  • Tell the customer to contact the New Service Provider to have the port cancelled. Once the port out is cancelled, they can call back in to have the number cancelled.
• If the customer says they did not request the number to port out:
  • Transfer the customer to NTC CW to report the unauthorized port out.

• Send an email to the NTC Tier 3 team at wlnpsolutioncenter@t-mobilesupport.com for assistance to have the port out canceled.
• Include a brief explanation as to why the port out request needs to be canceled.

Note: The other service provider may require the customer to contact them directly to have the port(s) cancelled. If this happens, NTC3 will escalate the issue, but there is no guarantee they will be successful. If you are in contact with the customer, suggesting the customer call the other service provider to have the ports cancelled may be the quickest way to resolve. If the customer says they did not request the numbers to port out, then the customer needs to call in to report the unauthorized port out. 

• NTC3 may receive email requests from the NORT (National Outbound Resolution Team) to Cancel a Port Out Request due to a Deceased BRPs. They are working with Survivors and require NTC3’s help to cancel the port out. 
• These requests will come in the following format:
  • Sent to: WLNPSolutionCenter@T-MobileSupport.com
  • Subject Line: Deceased BRP – Requesting Port Cancellation
  • Email Text: Survivor authorizing cancellation of port request. Please support the cancellation of port request for (insert MSISDN(s))
• NTC3, follow NTC3 Steps below to cancel port out request.
  • Note: Proof of Ownership/Tenure may be sent to the new carrier without permission as the BRP is deceased.

• Under 30 days: Reach out to the OSP and request cancelation of the port because it is preventing us from completing account maintenance.
• Over 30 days:
  • Check the status of the port in ICP:
    • Open port request: Reach out to the OSP and request they cancel the port as an abandoned port.
    • No open port requests: File a help desk ticket to Samson to update the status of the port to cancel.

• Port requests on canceled accounts