Fallout code responses for wireless ports

Review fallout code responses for handling information.

General information

  • When a port falls out NTC's primary goal is to resolve the port as quickly as possible and with minimal effort on the customer. 
    • Note: If we can resolve the issue without additional contact attempts with customers, we should do so. But, if we are unable to resolve the port with the information available to us, a contact attempt to the customer, Other Service Provider, or someone else may be required.
      • Example: When working with an IM/IS/MIP you may offer to contact the customer.
  • Immediately after submitting or updating a port request we must always check/refresh the response and follow the correct Resolution Required Response code returned.
  • Check out the Common fallout responses for more details.

Handling guidelines

  • Only modify a port request if we received a valid resolution response from the OSP. If there is no response or a delay after refreshing the request, use the toggle below: No Response/Waiting for Response/Port In Timer Expired.
  • After receiving a confirmation, the only reason we will modify a request is if a customer specifically requests a change to the desired due date and time (DDD_T).
  • If the fallout responses information below doesn't tell you to modify the DDD_T, don't change the DDD_T without the customer's consent.
  • Fallout steps apply to both Postpaid and Prepaid
  • If customers don't have time to discuss their port including the information needed to update their port request:
    1. Explain someone from our NTC Casework Team will attempt to call the customer back within 24 hours but that they should call us back as soon as they have the correct information.
    2. Document that the customer didn't have time to discuss port and any time preference the customer provided.
  • NTC Inbound: Port Fallout when talking with Sales Rep Steps:
    • Explain the Resolution Required code error and ask if they have alternate information to use.
    • If port is still in fallout and requires that we contact the OSP
      • Explain that we need to contact the OSP with the customer and ask if the Sales Rep if they would like to put the customer on the phone or if there's a number, we can call to reach the customer right now
        • If Sales puts customer on phone, proceed to make outbound call to OSP, and follow Resolution Required steps
        • If Sales gives another number to contact customer; make outbound call to customer and, once connected, proceed to make outbound call to OSP, and follow Res Required Response steps
    • Steps for making outbound calls to other carriers are outlined here: NTC Outbound Calls to Other Carriers
    • If there is a long hold time with the other carrier, see Outbound calls to other service providers.
  • If you've attempted multiple times to update port fallout, continue to receive errors, and the customer/OSP is adamant that the information is correct; escalate to your next tier of Support.
    • NTC Inbound escalate to Casework.
    • NTC Casework Escalate to NTC3.
    • NTC3 Escalate to Leadership.

Research that could prevent an outbound call

Some Situations can be resolved without customer contact or calling the OSP. This can be done through utilizing information on other Ports, on the account, and/or by using the OSPs Port Out Process (listed in carrier directory and common fallout responses). Below are suggestions of things we can look at prior to contacting the customer or other carrier. If the below steps fail to resolve the port, review the Common Fallout Steps under the specific error received.

Fallout Received

  • Review the port request to find the fallout response.
    • Delay Responses – See Common Fallout Responses: 6G - Port complexity, 6H - System outages, or 6J - High volume
  • Search WNP Worklist by Porting Number. 
    • Look for previous port responses for the same customer. Was a confirm sent previously but the port cancelled?
    • Review the information from the current port with the previous port. We are looking to see if we can find the correct information, but also to make sure we are not sending the same information that was already rejected by the OSP.
    • If the information is different on the new port compared to a previously confirmed port, modify the new port using the previously confirmed port information and see if we can get a confirmation.
  • Review the memos in the account from the time the port was submitted to present, to see if the customer called back and provided the required information.
  • Check the account to see if other numbers were ported successfully from the same carrier. Can we use that information to update the port?
  • Check the Carrier Directory for processing tips. For Example, some carriers use the mobile number as the account number, some carriers require the PIN field to be blank if there is no PIN, some carriers have a default ZIP Code, etc. 
  • Other scenarios are where we can do a simple modification as the customer is already active, or we have specific knowledge of how a carrier responds. Examples include: 
    • VZW Number lock/6B fraud protection (sometimes customer already removed it prior to us making an outbound call)
    • VZW Tracfone 8D Zip code - Remove the last 4 digit of ext or use the default zip code if
    • 8A account number from Verizon prepaid - Add "A" on the beginning of the account number
  • For port fallouts associated with number lock or port protection features:
    1. Review the account to see if there is any reason we should not attempt to resolve port request (customer asked us to wait, etc.). If there are no issues, continue to the next step.
    2. Resubmit the port request.
      • If the request receives confirmation, you do not need customer contact.
      • If the request comes back with the same fallout, contact the customer to assist removing the protection.
      • If the request receives a different fallout, follow the fallout steps below.

Confirmed Port not set up in Samson (Mobile Number Change)

  • Review the memos in the account from the time the port was submitted to present to determine if port direction can be found, including CSM General.
  • Review the memos and subscriber list. Was there a new activation around the same time the port was submitted?
  • If 10 numbers or less on the account
    • Review the profile tab for each number and check the port indicator
      • Port In means it is a Ported Number
      • Regular means it is a T-Mobile number
    • If there is only one subscriber with Regular, set up the number change. 

Common fallout responses

The response type for all codes is Resolution Required unless otherwise called out.

  • Description:
    • 1B: Workload
    • 1C: Network SP not ready
    • 1E: End User not ready
    • 1L: Frame due time cannot be met
    • 1M: Req due date less than published interval
    • 1N: Due date and time cannot be met
  • NTC Inbound and NTC Casework resolution: Submit a modify with a new DDD_T based on the DD_T provided by the other service provider (OSP) in their response.

NTC Inbound and NTC Casework resolution:

  1. Review the response and response details from the OSP.
  2. Contact the OSP and customer as needed.
  3. Modify or cancel and resubmit the port as needed.
    • If Remarks indicate the customer information is not correct, return to Customer Information to Verify.
    • If the PI PTN is coming from an MVNO and the Remarks state This number is unable to be ported, it is a non-portable number.
      • Cancel the port request and offer a new number.

Depending on the Remarks, refer to the Service provider / carrier directory to find specific carrier instructions.

For wireline, see Fallout code responses for wireline ports.

  • Includes all variations (Steps below apply to 6A and 6D Errors)
  • For Example: Unable to Locate MDN, MDN Not Active, etc.

NTC Inbound

  1. Tell customers that their old carrier is returning a not active response.
  2. Review the request with customers to verify that the MDN and OSP are correct.
    • MDN and/or OSP incorrect:
      1. Cancel the request.
      2. Resubmit with the correct information.
    • MDN and OSP correct: Ask the customer for the status of the number with the old carrier.
      • If the customer says the number is deactivated with old carrier:
        1. Explain that the number needs to be reactivated with the OSP before we can port.
        2. Offer to do a 3-way call with the customer and their OSP, so the customer can reactivate the number.
        3. If customer declines, tell them that we will cancel the port request. They can call us back after they resume the line with their old carrier.
      • If the customer says the number is active with old carrier, transfer to NTC Casework.

NTC Casework

  • Individual/Business accounts: Whether working inbound or outbound, we make a test call to the Port in Number and identify what happens.
  • Test call successful - Customer reached
    • Tell customers that we received a response from their old carrier that the number can’t be found or is not active and share the results of your test call
    • Review the request with customer to verify that the MDN and OSP are correct.
      •  MDN and/or OSP incorrect:
        • Cancel the request.
        • Resubmit with the correct information.
      • MDN and OSP correct:
        • Verify with the customer that their number Is active with the OSP.
          • If the customer says the number is not active:
            • Explain that the number needs to be reactivated with the OSP before we can port.
            • Offer to make a 3-way call with the customer and their OSP, so the customer can reactivate the number.
            • If the customer declines, tell them that we will cancel the port request. They can call us back after they resume the line with their old carrier.
          • If the customer says the number is active, follow next steps.
        • 3-way call with customer and OSP to check why we are getting MDN can't be found.
          • OSP says the MDN is found/is active.
            • Work with the to resolve the issue causing an incorrect response.
            • Modify the request and resend per their direction.
            • If all requirements are met for what should be submitted in the request and valid response is not received:
              • Note the account with all steps taken.
              • Call NTC3 and explain the situation.
          • OSP says the MDN is not found or is not active:
            • Explain to the customer that the number can only port if it is active. Ask them if they would like to stay on the line with their old carrier to have their number restored.
              • Customer wants to stay on the line.
                • Explain you will cancel the port and once their number is restored, they can call back to have a new port submitted.
                • Offer a new T-Mobile number if this was to be a port in activation.
                • Provide our contact number and release yourself from the call.
              • Customer does not want to stay on the line.
                • Release the OSP from the call.
                • Explain to the customer that we can only port a number if it is active.
                • Advise you are cancelling the port and that they can call back to have a new port submitted once the number has been reactivated with the old carrier.
                • Offer a new T-Mobile number if this was to be a port in activation.
            • Cancel the request.
  • Test call successful - Customer not reached (Port number rings or is routed to voicemail)
    We contact the OSP to check if the MDN can be found even if we can't reach the customer. (If OSP is closed or won't provide status of number without customer present, follow Outbound calls to customers: NTC.)
    • OSP says MDN not found/Not Active:
      1. Call the customer on any of the other numbers on the account. Advise we received a response that their number is not active and to call us back once their number has been reactivated.
      2. Cancel the request.
    • OSP says the MDN is found/Active:
      1. Work with them to find out why we received an incorrect response and what is needed to get a valid response.
      2. Modify request and resend as per their direction.
      3. If additional validation is needed, attempt to contact the other numbers on the account again. See Outbound calls to customers: NTC or Outbound calls for Business or Government ports: NTC.
      4. If all requirements for submitting the port request are met and a valid response is not received, memo the account with all steps taken, call NTC Tier 3 for assistance.
      5. If the OSP found an issue causing the incorrect response that they cannot immediately resolve, follow up with the OSP daily, and keep the customer up to date until the issue is resolved.
      6. If issue isn’t resolved after 3 days, contact NTC3 for escalation
  • Test call unsuccessful (Porting number does not ring through, disconnected message, call can’t be completed, Cisco background music continues but Cisco phone shows Error: call could not be completed, Cisco background music continues for 2+ minutes, Cisco background music abruptly ends, switch recording is received, or fast busy, etc.)

    Try to call customers at any of the other numbers on the account.
    1. Customer reached: Follow Test call successful - Customer reached (above)
    2. Customer not reached: Leave voicemail advising we received a response that their number is not active and our test call was unsuccessful. Request customer to call us back once their number has been reactivated.
    3. Cancel the port request.

Refer to Service provider / carrier directory to retrieve the specific carriers' instructions.

Note: Some carriers are sending the Reason Code "Same New and old network/Service Provider" when it is actually a "Port Fraud Protection/Transfer PIN." Treat all 6B errors as Port Fraud Protection/Transfer PIN regardless of reason code.

NTC Inbound and NTC Casework resolution:

  1. Review port comments and remarks to identify missing information.
  2. Verify all porting information with the customer and update as needed. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If a customer advises all information is correct or we continue to receive a 6C response, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.

NTC Inbound and NTC Casework

See procedures in 6A.

NTC Inbound and NTC Casework resolution: Submit a port modification with the new DDD_T provided by the other service provider (OSP) in their response.

  • Response type: Delay
  • NTC Inbound and NTC Casework: See No Response/Waiting for Response section on this page for action steps.

NTC Inbound and NTC Casework resolution:

  1. Inform the caller that the OSP has indicated this number is not portable.
  2. Verify the number with customers.
    • If the number is correct, go to the next step.
    • If the number is incorrect, cancel the port and resubmit with the correct number.
  3. Offer to contact the OSP to validate if the number can be ported.
    • If the OSP states the number cannot be ported,
      • Cancel the port.
      • Explain to the customer that their carrier has advised the number cannot be ported. If they have any questions, they need tocontact their old carrier.
      • Offer a new T-Mobile number if this is a port in activation
    • If the OSP states the number can be ported, follow the OSPs instructions to complete the port.

NTC Inbound and NTC Casework resolution: Issue a port modification on the port request with a new DDD_T.

NTC Inbound

Transfer to NTC Casework.

NTC Casework

Advise the customer we received a response that there is an open port to another service provider that is preventing us from completing the port. Ask the customer if they tried to port their number to another service provider.

  • Yes:
    • Explain that ports need to be cancelled before we can port the number to T-Mobile.
    • Offer to contact that carrier with the customer to have the port cancelled.
    • Customer agrees:
      • Call the carrier and explain the reason for your call. Introduce the customer and let them work with the carrier to cancel the port. 
      • Once the port is cancelled, modify the port for a new response.   
    • Customer does not agree:
      • Advise the customer they must call that carrier and ask for the port to be cancelled. Once cancelled, call us back to submit a new port. 
      • Cancel the port. 
  • No:
    • Explain the other port needs to be cancelled before we can port the number to T-Mobile.  
    • Advise the customer that they must call their service provider, tell them there is an open port out for this number and they did not authorize the port.  
    • Tell them their carrier must work to have the port cancelled. Once cancelled, they need to call us back to submit a new port.  
    • Cancel the port. 
    • Offer a new T-Mobile number if this is a port in activation. 
    • Offer to call the OSP for the customer. If they agree, release the call after you have explained the issue and introduced the customer.
  • Outbound Call Reaching Voicemail: Follow Outbound calls to customers: NTC > Call is not answered.

The duplicate port request may not be the port that received the 6N response. Review both the Samson WNP Tool and ICP to find the duplicate request.

NTC Inbound

  • Duplicate port request found:
    1. Cancel the duplicate request.
    2. Modify the DDD_T on the open request and resend.
    3. If you get the same response, transfer to NTC Casework.
  • No duplicate port request found:
    1. Modify the DDD_T, and resend the request
    2. If you get the same response, transfer to NTC Casework.

NTC Casework

  • Duplicate port request is found:

    1. Cancel the duplicate request.
    2. Verify in ICP that the cancel has been completed.
    3. Once completed, resend the request.
    4. If same response is received, follow steps under Duplicate port request is not found below.

  • Duplicate port request is not found: Resend the request.

    • Same response is received: Check ICP to verify any previous requests are canceled (Some carriers can take up to 24 hours to acknowledge the cancel).
    • Previous requests are found that have not been completed: Note the account that we are waiting for the cancel to be acknowledged by the OSP.
    • Acknowledge has not been received after 24 hours: Contact the OSP to request the cancel be acknowledged.
    • No duplicate request can be found in ICP: Contact the OSP to see if they have ports open on their end.
    • OSP unable to locate the duplicate: Ask the OSP if they can authorize the number to us.
      1. If the OSP is unable to authorize the number to us, ask the them if they can file a service desk ticket on their side.
      2. Set a follow-up on account to resend the request based on the timeline for the ticket to be resolved rovided by the OSP.
    • OSP has open requests, and our system shows only cancelled requests: The OSP will need to file a trouble ticket before we can create a new request.

  • Refer to Service provider / carrier directory to retrieve the specific carriers' instructions.
  • If no information is listed for the specific carrier, the customer needs to obtain their Port Out PIN/Remove Port Protection from their old carrier.

NTC Inbound and NTC Casework resolution: Response may say a request is needed for each MSISDN or that not all MSISDNs are on the same OSP account and that a request is needed for each account.

  1. Remove additional lines from request.
  2. Issue multiple requests as needed.

NTC Inbound and NTC Casework resolution: Verify all information on the port request is correct with the customer.

  • All information is correct: Modify and resend with a new DDD_T.
  • Same response is received: Contact the OSP for next steps.

NTC Inbound

  1. Modify the DDD_T and resend.
  2. If you get the same response, transfer to NTC Casework.

NTC Casework

  1. Modify the DDD_T and resend.
  2. If you get the same response, contact the OSP to find what is needed to resolve the issue.
  3. Modify the port request based on the direction given by the OSP.
  4. Resend.

NTC Inbound and NTC Casework resolution

  1. Cancel and resubmit.
  2. If issue persists, escalate to NTC3.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.
    • Tracfone:
      • If the customer's phone is an original Tracfone device, the account number is the IMEI of the device. From the dialer, enter *#06#. From the Device menu:
        • Android: Settings > About phone > Status > MEID/DEC
        • iPhone: Go to Menu > ICCID
        • Other: Menu > Prepaid > Serial number > Try *#06# from handset to display IMEI
      • If the phone is a bring your own phone, the account number is the 20-digit SIM card.
      • If the customer no longer has the device with them, advise them to go to their Tracfone online account.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.

An 8C indicates the PIN/Password the OSP uses is incorrect on the port request.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.

AT&T Wireless port-in from a business account: The Authorized User needs to call the AT&T Business Customer Service and request the Telegance PIN.

Altice Mobile Port Out PIN - There is no self-help options, port out PIN can only be generated and obtained by calling Altice’s Customer Care department at 866-200-7186.

Claro Wireless NTP

Beginning 3/18/2023 Claro Wireless will implement Transfer PIN validation, POSTPAID and PREPAID customers will need to generate   a Number Transfer PIN, that will be used when validating and authorizing for TN port-out requests. 

  • When a response to a port out request of POSTPAID and PREPAID customers indicates, ? password/pin required or incorrect? customer needs to contact at 787-793-1258 for authentication and request the Number Transfer Pin. 
  • The system will generate a random six-digit number that will be stored in the CUSTOMER ACCOUNT INFORMATION and will be valid for 7 days. After 7 days, the NTP Code will expire and a new NTP Code should be generated and requested by the customer. 
  • For validation of any other customer information (account number, billing address), the customer needs to contact: 787-775-0000.

Metro

If agents conduct a 3-way call with Metro and the customer, Metro will send a one-time PIN to the customer's Metro phone. Ask the customer if their Metro phone is with them and working.

  • If yes, have Metro send the PIN.
  • If no, or it is not working, ask the customer if there is another active Metro PTN on the same account and Metro device is available to receive the one-time PIN. Have Metro send the PIN to the number the customer indicates is available to receive the PIN.
  • If no other Metro phone is available, tell the customer that that Metro requires them to visit a Metro retail.

Verizon / Xfinity Mobile

The customer can retrieve the Number Transfer PIN using the following steps:

  1. Log in to the My Account website.
  2. Navigate to the Devices tab at the top of the screen.
  3. Select the device/line with the phone that is being transferred to another service provider.
  4. Scroll to the bottom of the page and click the Learn More button for "Transfer your number, cancel this line".
  5. The customer will see some important facts about transferring a phone number to another service provider.
  6. Select the phone number that is being transferred from the Select Number dropdown, which lists all active lines on the customer's Xfinity Mobile Account.
  7. Select Send My PIN to receive a six-digit Security PIN text message (SMS). If the request was successful, the customer will receive a text message with the Security PIN.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.
    • Tracfone:
      1. Verify the correct ZIP Code. If the same information is provided and you observed that the ZIP Code has an extra 4 digits, for example: 94538-3452, remove the last four digits.
      2. If it comes back with RR-8D, call the customer to obtain the correct ZIP Code.
      3. If customers does not know the correct ZIP Code, customer can get the correct information by going to the customer's Tracfone online account.
      4. If customer no longer has access to the online account, call OSP to obtain info.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.

  1. Review port comments and remarks to identify missing information.
  2. Ask if the customer has different information, we can use. Recommend other resources such as a bill, online, etc. that may have the missing information.
  3. If continuing to receive Resolution Required, offer to call the OSP and do a 3-way call with them and the customer:
  4. Work with OSP and customer to resolve Port Fallout and complete the port.
  5. If the customer is not able to do a 3-way call, let them know we will try to call back in the next 24 hours, but that they should call us back as soon as they have the information.

In general, wireless carriers have 30 minutes to respond and wireline carriers have four (4) business hours.

  • NTC Inbound: 
    • If Wireless Carrier, over 30 minutes or Wireline Carrier over four (4) business hours since port submission:
    • If Wireless Carrier, under 30 minutes or Wireline Carrier under four (4) business hours since port submission:
      • Tell the customer that the other carrier has (30 minutes for wireless/four (4) business hours for wireline) to respond.
      • If there are no issues with the port, it will complete automatically, and they will receive a text on their T-Mobile phone. Another indicator would be if their old phone stopped working.
      • If there are issues with the port, NTC Casework will call the customer back within 24 hours.
  • NTC Casework: 
    • Determine if carrier has exceeded threshold to respond
      • If OSP has exceeded their time
        • Call OSP and request a response.
        • If confirmed, process accordingly
        • If in Resolution Required; identify Res Req code and work request accordingly
      • If OSP has not exceeded their time
        • Inform the customer that the other carrier has (30 minutes for wireless/4 business hours for wireline) to respond.
        • If there are no issues with the port it will complete automatically, and they will receive a text on their T-Mobile phone. Another indicator would be if their old phone stopped working.
        • If there are issues with the port, we will call the customer back within 24 hours.
      • Extended wait times with OSP or OSP doesn’t accept inbound calls
        • Extended wait times
          • Engage your leadership with the number and wait time. They will determine next steps.
          • If necessary, Leaders should escalate to NTC3 to send emails.
        • OSP doesn’t accept inbound calls: Escalate the request to NTC3. They will take ownership of the customer situation and send emails as needed
      • NTC Casework working Fallout through Worklist Manager (WLM)
        • Refer to Carrier Directory to determine if the other carrier requires the customer to be on the phone to send a response. 
          • Customer required: Attempt to reach the customer.
            • Customer reached: Call the OSP with the customer and ask for a response.
            • Customer not reached: Endorse the number to a supervisor to send an email through Salesforce to request a response be sent. 
          • Customer not required: Call the OSP and ask for a response to be sent.