Fallout code responses for wireline ports

Overview

Wireline Ports are more complicated than wireless ports. Each Wireline carrier has their own requirements and timelines that must be met to allow a number to port out. This makes the processing of each wireline port request unique. The below information has been gathered to allow you to understand what steps are needed to achieve a confirmation response. 

Wireline handling guidelines

  • Always check the:
    • Wireline Carrier Challenges before submitting a wireline port. 
    • Fallout Manager (FOM)/LSR for the full response. 
    • Fallout Manager (FOM)/LSR to validate the true FOC date.
  • Wireline Ports cannot be submitted as a same day port and each carrier has its own timeline for when they can release a number. 
    • Samson has the minimum FOC time allowed by carrier built in. 
    • Allow Samson to set the due date to find the earliest date allowed.
    • You can choose a later date if requested by the customer, but you cannot choose an earlier date.
  • Wireline Ports must be completed on date of FOC. This is because wireline carriers will revoke FOC if not activated on the FOC Date. 
    • While some carriers will give a grace period, many will not. 
    • If a customer would like to complete a port on a date that is later than the current FOC date, you must modify the port with the new requested due date.
  • When a wireline carrier requires the address for validation, always ask for the Service Address.
  • Always modify the port through the billing system. 
    • The only time you modify a wireline port in ICP is if you do not have access to the required fields that need to be modified through the billing system. 
  • The only time you modify a wireline port in the LSR is if the response received is a Delay Response. 
  • If it is necessary to cancel and resubmit a wireline port, you must check the Fallout Manager (FOM)/LSR to validate the port has been cancelled with the old service provider before you submit the new request. It can take up to 48hrs for the cancel to be acknowledged, depending on the carrier.
  • Do Not Assume response times will be 24hrs or more. Many carriers respond same day, sometimes within minutes. When submitting a port, refresh and check for a response after 5 minutes. If no response, set a follow up to check for a response after 4 hours. For existing ports, check the port request to see what the response times were previously, so accurate expectations can be provided.

If you get a request with an existing wireline port in, transfer to NTC Casework.

  1. Review Wireline Carrier Challenges for carrier specific requirements.
  2. Review the common fallout responses, for processing steps. If the error received is not found, check the additional resources below for processing steps.
  3. For additonal resources visit the links below:
  4. Review the Fallout code responses for wireless ports.

Common fallout responses

OSP cannot meet the DDD_T requested.

  • Resolution: Modify the port with a new due date based on the suggested due date provided by the OSP.
  • If the OSP did not provide a suggested due date, modify the port, and add an additional 2 business days based on the last due date interval requested.
    • For example, if the last response shows we requested a due date that was 1 business day, change the due date to 3 business days.

Check the remarks/comments for resolution.

  1. Check the response in LSR Intermodal GUI or Fallout Manager.
  2. Review the Common Fallout Responses and Additional Resources for fallout handling based on the error message received.

OSP cannot find the MDN in their system.

NTC Casework

  • Make a test call on the porting number to validate if it is active.

Customer reached

  1. Tell customers that we received a response that their number was not found.
  2. Go over the request with customers to check if MDN and OSP are correct.
    • MDN or OSP Incorrect
      1. Cancel the request.
      2. Resubmit with the correct info.
    • MDN and OSP are correct
      1. Contact the OSP to determine why we are receiving an invalid response.
      2. If the OSP says the MDN is found, work with the carrier to determine next steps so a valid response can be received.
    • OSP claims the MDN is not found
      • If you have not already brought the customer into the call with the OSP, join the customer on to the call so they can provide their account information. Work in partnership with the customer and the OSP to determine why this response is being sent on an active number.

Customer Not Reached

  • Voicemail: Leave a message advising of the fallout and ask them to call back so we resolve the port. Attempt to call another number on the account. If you encounter a busy signal or line rings through to voicemail, attempt to call another number on the account.
  • Line disconnected (Porting number does not ring through, you receive a fast busy, or a disconnected message is received):
    • Consider this a disconnect.
  • Try to call customers at any other numbers on their account.
    • Customer reached:
      1. Explain that we received a response that their number is not active and that they need to restore service to be able to port their number.
      2. Cancel the request.
    • Customer not reached (Voicemail or another automated message):
      1. Leave a message explaining that we received a response that their number is not active and that they need to restore service to be able to port their number.
      2. Cancel the request.

  • MDN is not eligible to port since the old and new network would be the same.
  • Resolution: File a service desk ticket.

Information in the port request does not match what the OSP has on their side.

  • Verify all porting information is correct including Authorization Name, Service Address, Account Number and PIN. Modify the port with the correct information.

  • MDN cancelled or not active in the OSP system.
  • See information for 6A.

OSP cannot meet the DDD_T requested.

  • Resolution: Modify the port with a new due date based on the suggested due date provided by the OSP.
  • If the OSP did not provide a suggested due date, modify the port, and add an additional 2 business days based on the last due date interval requested. 
    • For example, if the last response shows we requested a due date that was 1 business day, change the due date to 3 business days.

  1. Check the response in the LSR Intermodal GUI for the fallout response.
  2. Review the Common Fallout Responses and Additional Resources for fallout handling based on the error message received.
  3. Resend through the LSR GUI.

  1. NTC may need to contact the OSP if customers insist the number is used for making and receiving calls.
  2. Work with OSP to resolve the issue.

  1. Request received outside of the OSP's business hours.
  2. Resolution: Modify the port request with a new DDD_T.

Port request open with more than one provider.

NTC Casework

  1. Call the customer:
    • If the customer answers, continue to the next step.
    • If the customer does not answer and you reach voicemail, leave a message informing the customer of the other port request with the OSP and to contact us back once they cancel the original port request.
  2. Tell the customer there is already another port-in in progress with another carrier other than us and their OSP.
  3. Ask the customer if they want to port-in to T-Mobile:
    • No: Cancel the port request.
    • Yes: See next step.
      • If the customer is aware of who the port request is with:
        • Offer to transfer in the other carrier to the call to cancel their port request for the non-T-Mobile port.
      • Customer is not aware of who the port request is with:
        1. Call the OSP and tell them that the customer is trying to port the number to T-Mobile, but we are receiving an error saying that there is a port pending from another local provider.
        2. Ask who the other port request is with.
        3. Once the other carrier is determined, call that carrier with customer so they can request the port be cancelled.
  4. Once the existing port request is cancelled with the other carrier, modify the port updating the due date if required.

  • Check both Samson WNP Tool and ICP to see if there is another open port request.
    • More than one port request exists for the same number
      1. Cancel the duplicate request.
         
      2. Verify through LSR/Fallout Manager the cancel has been completed.
      3. Once the port shows cancelled in the LSR/Fallout Manager, resend the request.
      4. If same response is received, follow the steps under All previous ports show cancelled.
    • All previous ports show cancelled
      1. Check the LSR/Fallout Manager to verify all previous requests are cancelled. 
      2. Note: Some carriers can take up to 48 business hours to acknowledge the cancel.
      3. Previous port does not show cancelled – resend the request after the port shows cancelled in the LSR/Fallout Manager.
      4. Note: The account that we are waiting for the cancel to be acknowledged by the OSP and will resend the request once cancelled. 
      5. Set a follow up to check the port again in 24 hours.
    • If the LSR/Fallout Manager does not show cancelled after 48 hours
      1. Port through LSR, call the OSP and ask them to escalate to have the cancel acknowledged.
      2. Port through Fallout Manager call Syniverse and ask to escalate to have the cancel acknowledged.
    • Previous port cancelled
      • Check the date and time the new port was submitted against the date and time the cancel of the previous port was acknowledged.
        • If the new port was submitted BEFORE the previous cancel was acknowledged, resend the request.
        • If the new port was submitted AFTER the previous cancel was acknowledged, call the OSP and ask why we are receiving this response. 
        • Work with the other carrier to determine next steps.
    • No other ports found
      • Call the OSP and ask why we were receiving this response. Work with the other carrier to determine next steps.

Customer has protection with the OSP to prevent the number from being ported.

  • Advise the port protection must be removed before their number can be ported. Offer to call their carrier with them.
    • Customer agrees: Call the OSP with the customer. Allow the customer to request the port protection be removed.
      • OSP advises port protection has been removed: resend the request.
      • OSP advises they created an order/request to have the port protection removed: Ask for the date the order will be completed. Resubmit the request the day after the order completion date.
    • Customer does not have time right now: Ask the customer to call us back once they have requested to have the port protection removed. Explain that if their carrier advises an order has been created to remove the port protection, to also ask for the date the order will be completed.

  • The Carrier has specific requirements for handling multi-line requests or accounts with multiple lines.
    1. Cancel the request that has more than one porting number.
    2. Initiate separate port requests for each number.
    3. If only one port is confirmed, and the rest receive a pending order error response: Call the customer and explain that their carrier only allows one number to port at a time and ask the customer for the order they would like to port the numbers in.
  • Make sure to verify with the customer if they are porting the BTN/ATN.
    • BTN/ATN will be ported: Ask the customer if they are porting all of their numbers, or if they will be leaving some numbers active with the OSP.
    • Only some numbers will be ported: Ask the customer what number they would like to make the new BTN/ATN.
      • Note: You will need to include this information in the remarks section of the port when submitting the port for the current BTN/ATN.
    • All numbers will be ported: Explain to the customer they will need to port the BTN/ATN last as their account will cancel once this number has ported.

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.

Fax from Syniverse cannot be read.

  1. Call Syniverse and ask them to re-fax a legible copy of the request.
  2. Tell Syniverse which version ID to fax.

  • Follow instructions in Remarks.
  • Actions vary by carrier.

Port into Samson

No Action is needed. The system will automatically cancel and resubmit the request.

Port into QV, Rebellion, or Wholesale

Samson automatically cancels and resubmits the port request, but it will not be processed through the billing systems. To resolve the billing system: 

  1. Cancel the new port created in Samson.
  2. Check the billing system to verify the status of the original port request. 
  3. If the port is still open in the billing system file a help desk ticket for the billing system to cancel the port.
    • Rebellion or QV: When the ticket is resolved, submit a new port request through the billing system.
    • Wholesale: Reach out to the partner and advise that due to an issue with the port request it was cancelled. 
      • Explain that a ticket has been filed to cancel the port in their billing system and that once it has been resolved they will need to submit a new port request.
      • Provide the ticket number.
      • Once the ticket has been completed, send an updated response advising the wholesale partner they may submit the new port request in their billing system.

Account number does not match with what the OSP has on their side.

  1. Verify the OSP account number (BAN) with customer.
  2. Modify the request with the correct information.
  3. If the customer insists the account number is correct, offer to call the OSP with the customer to obtain the correct information.

SSN/Tax ID does not match what the OSP has on their side.

  1. Verify the OSP SSN/Tax ID with customer.
  2. Modify the request with the correct information.
  3. If the customers insists that the SSN/Tax ID is correct, offer to call the OSP with the customer to obtain the correct information.

Customer PIN/Passcode does not match what the OSP has on their side.

  1. Verify the OSP Customer PIN/Passcode with customer.
  2. Modify the request with the correct information.
  3. If the customer insists the PIN/Passcode is correct, offer to call the OSP with the customer to obtain the correct information.

ZIP Code does not match what the OSP has on their side.

  1. Verify the service address with customer.
  2. Modify the request with the correct information.
  3. If the customer insists the address is correct, offer to call the OSP with the customer to obtain the correct information.

First name does not match with what the OSP has on their side.

  1. Verify the OSP first name with customer.
  2. Modify the request with the correct information.
  3. If customers say the first name is correct, offer to call the OSP with the customer to obtain the correct information.

Last name does not match with what the OSP has on their side.

  1. Verify the OSP last name with customer.
  2. Modify the request with the correct information.
  3. If the customer insists the name is correct, offer to call the OSP with the customer to obtain the correct information.

Business name does not match with what the OSP has on their side.

  1. Verify the OSP business name with customer. Modify the request with the correct information.
  2. If the customer insists the name is correct, offer to call the OSP with the customer to obtain the correct 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: Transfer to NTC Casework.
    • 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.