Ports for wholesale: NTC

T-Mobile provides service to Mobile Virtual Network Operators (MVNOs) and Mobile Virtual Network Enablers (MVNEs), more commonly known as wholesalers.

Overview

Wholesalers are Service Providers who use the T-Mobile Network to provide their customers with mobile and data services. Wholesalers are not part of T-Mobile and they provide their own support and manage their own customer base. Each wholesaler is its own entity and account specific information cannot be released to a competing wholesaler.

Never contact a Wholesale customer directly. If you receive a call from a Wholesale customer, advise that T-Mobile does not have access to their account, and they will need to contact their service provider for assistance. Do not provide any information including number status, port status, or even if there is an existing port.

NTC provides support to our wholesalers in situations where they do not have access to the tools and systems required to resolve the port.

It is important to remember that customers porting their number to and from a wholesaler service provider are not T-Mobile customers and NTC cannot work directly with a Wholesale customer to resolve their port.
 

To assist with Wholesale port-ins, you will need access to the following systems:

  • Samson WNP Worklist
  • Samson APS
  • WNP Maintenance Tool (CTN Tool)
  • Quikview (Prepaid Legacy)
  • SAP (Prepaid)
  • Genesis
  • Syniverse
  • Salesforce
  • Universal look-up

Requests for Wholesale port support

Never contact Wholesale customers under any circumstances.

  • Each wholesaler is associated with the NextGen billing system (Genesis).
  • Wholesale port requests are handled by the Wholesale team through their billing system.
  • NTC provides port support and assists with escalations and port related system issues.
  • Wholesale ports can be accessed through the Automated Port Status Tool (APS). The Prepaid Status will show:
    • Wholesale: Port request is waiting for a response or is in 'Resolution Required' status.
    • Wholesale Before Manual Activation: The port is confirmed but the number is not yet active in the wholesale billing system.
    • Wholesale After Manual Activation: The number is active with the wholesaler and the port status in Genesis is 'Completed'.

Assist Wholesale Agents following the below guidelines

Wholesale port ins

  • Port status
    • Resolution Required: Explain the response received by the old carrier and next steps required to resolve.
    • Timer Expired/Delay: Explain a response has not yet been received and the wholesaler needs to reach out to the old carrier and ask for a response to be sent.
    • Confirmed: Review the port to determine why it is not yet complete.
      • FOC/Due Date not met – provide the FOC/Due Date and advise the port will complete on that date.
      • Due Date is met or in the past but there is a port issue preventing the port from completing.
        Follow normal processing steps to resolve the issue.
  • Port Modification/Update
    • Intraports to Wholesale: Advise we are unable to modify an intraport. If they are unable to modify themselves advise to cancel and resubmit with the correct information or file a WSP Case Ticket to resolve the issue preventing them from modifying the port.
    • Account Number or PIN: Explain the response received by the old carrier and advise to update the port with the correct information. The wholesaler will complete the update in their billing system.
      • If the wholesaler advises they are receiving an error when attempting to modify the port, this is a billing system error. Advise the wholesaler to File a WSP Case Ticket to resolve the issue preventing the port from being updated.
        Exception: If the account number and/or PIN error are received along with another error where we need to update the port on the wholesaler's behalf, we will update the account number and/or PIN at the same time we update the other fields.
    • All Other Resolution Responses: Complete the update in ICP for all resolution required responses. If the response is a Wireline delay where the fallout reason is found in the LSR, complete the modification/update in the LSR.
  • Initiate Port
    • Advise the port must be initiated through their billing system. If they are receiving an error cancelling the port they need to file a WSP Case Ticket
  • Cancel Port
    • Check Genesis to validate if the port is cancelled in the billing system
      • Not Cancelled in Genesis: Advise the port must be cancelled through their billing system. If they are receiving an error cancelling the port they need to file a WSP Case Ticket
      • Cancelled in Genesis:– Check Samson and APS to see if the port is cancelled.
        • Cancelled: Advised the issue is resolved
        • Not Cancelled: Warm transfer to NTC3 

Service issues after port has completed

  Port Completed Port Not Completed
Dual Service
  •   Follow the steps found under Port Status: Confirmed 
No Service
  •  Verify the number is active in Genesis 
    • Number Active, go to next step
    •  Number has been cancelled, advise they need to resume the number from cancel
    • Number is not active or cancelled warm transfer to NTC3
  •  Search the number in Atlas to validate it is fully provisioned 
    •  Number is not provisioned, explain the port is fully complete but the number is not provisioned in the HLR. Advise to file a WSP Case Ticket.
    • Number is provisioned, explain the port is fully completed and provisioned in the HLR. Advise the issue is not port related and they need to follow their normal troubleshooting process.
  •  Follow the steps found under Port Status: Confirmed 

Wholesale port out

  • Speaking with a wholesale agent: Warm transfer to NTC3.
  • Speaking with wholesale customers: See Overview on redirecting customers back to the Wholesaler.

Additional Offline Support

  • First Level Validation/General Errors – NTC reviews the Port In Pic Report and proactively resolves First Level Validation and General Errors following normal processes.
  • Wireline FOCs – NTC reviews the Port in Pic Report and proactively reviews all Wireline FOCs on date of FOC to ensure port completion. Any issues found are resolved following normal processes.
  • Pic Report High Level Monitoring – NTC reviews the Port In and Port Out Pic Reports to proactively check for any abnormal porting patterns and reports the all areas of concern to Frontline Systems Experience and Numbering and Portability Operations.

Wholesale port contacts

  • When initiating an email contact to a wholesaler, use the following Subject line format: Wholesaler / MDN / Issue Description [ex.Simple Mobile] / 555-555-5555 / Cancel Port Request
  • When providing contact information to another Service Provider, only give the Email Contact.

  • URL: www.bark.us
  • Phone: N/A
  • Email: help@bark.us
  • Port-out verifiers: Customers can obtain their PINs in the Bark app.

  • URL: Please refer customer to contact the carrier
  • Phone: Please refer customer to contact the carrier
  • Email: mvno.porting.notifications@dish.com
  • Port-out verifiers:
    • Account number
    • Number Transfer PIN (6 digits)
    • ZIP code
    • Mobile number

Google shows as "Nova" in Genesis Billing. This is not NovaLabs.

If multiple numbers are involved, only submit one number per email request.

  • URL: https://fi.google.com/
  • Phone: 844-825-5234; TMO PIN: 93026
  • Email: googlefi-disputedports@google.com
  • Port-out verifiers:
    • Account number
    • Number Transfer PIN - To create a Number Transfer PIN (NTP):
      1. Sign in to the Google Fi account.
      2. Navigate to Account > Manage plan.
      3. Select Leave Google Fi.
      4. Follow the on‑screen prompts, and choose Transfer your number to another carrier.
      5. Once the Cancellation Pending message appears, select Get transfer PIN info.
        The Account Number and Number Transfer PIN (NTP) displays.
      6. Select Exit. Do not complete the cancellation, as the service must remain active until the port‑out is completed.

  • URL: libertymobileinc.com / trumpmobile.com / trump-mobile.com
  • Phone: (888) 878-6745
  • Email: bruce@libertymobileinc.com
  • Port-out verifiers: Customer number and password

  • URL: http://www.mvnoc.ai
  • Phone: N/A
  • Email: tmo-portfraud@mvnoc.com
  • Port-out verifiers: 
    • Account number
    • PIN

Nova Labs, Inc. shows as "NovaLabs" in Genesis Billing. However for "Nova," see Google above.

PWG may show as "Cintex" in Genesis Billing.
When Communicating with the carrier, refer to them as PWG or Prepaid Wireless Group and not as Cintex.

Invalid port response from wholesale (NTC3)

A wholesale reseller may:

  • Send a 6A/6D port out response when we see the number is active or suspended in Genesis.
  • Send a Delay.
  • Send a 1P port out response.

For any of these, follow the below steps.

Port out to a different SPID

  • Advise the NSP to reach out to the reseller directly to resolve the issue and provide the reseller contact information as listed under Wholesale customer support.
  • Example: "The number is currently active with [reseller]. Please reach out to them directly at [contact number or email] and work with them to resolve the port out response."

Port to Postpaid or Prepaid

When sending follow up emails to wholesale, always work from the parent case. This ensures the full email string is captured with all responses back and forth.

  1. Validate the number shows Active or Suspended in Genesis
    • Yes: Continue to Step 2
    • No: Cancel the intraport. Contact the customer and explain a number must be active to be ported. Advise them to resume the number with the old service provider and to call back to have a new port submitted. If the customer is not reached, leave a VM with the same message.
  2. Cancel and resubmit the intraport to see if a different response is received.
    1. Different Response received.
      1. Fallout Response is received: Make one contact attempt to the customer to resolve the fallout.
        1. Customer/Voicemail reached. Follow normal process for Outbound Call to Customer Outbound Calls to customers: NTC
        2. Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
      2. Port is In Process
        1. Port Completed: Issue is Resolved
        2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.
    2. 6A/6D response is received:
      1. Send an email to the Reseller. Explain we are receiving an MDN Not Active/MDN Not Found response, but we can see the number is Active/Suspended. Ask them to resolve the issue causing the invalid response.
        Note: Make your email specific to the issue. Do not provide both MDN Not Active/MDN Not Found provide only the one that matches the response received. Same for MDN Status. Do not provide both Active/Suspended, provide only the one that matches the response.

        Example: "We are trying to port [Number] from [Reseller] but are receiving an MDN Not Found port response. When we check Genesis, we see the number is active. Please Resolve the issue causing the invalid response and let us know once resolved, so we can resend the port."

      2. Check for an email response
        1. No Response received after 24 hrs
          1. Send a follow up email.
          2. If still no response after an additional 24 hrs send another follow up email and copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (Link to NEW CEM Email Address list) for the Reseller.
        2. Response received, WSP Case Ticket File.
          1. If the response advises a WSP Case Ticket has been filed include the ticket in your notes and allow 24hrs for the reseller to respond again advising the issue is resolved. If the WSP Case Ticket number was not included in the email, send a follow-up email asking for the ticket number.
          2. If no update is received after 24 hrs send a follow-up email.
          3. If still no response received after an additional 24 hrs, send another follow up email and copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).
          4. If a response is received advising the issue has been resolved, cancel and resubmit the port.
            1. Valid Fallout Response is received.
              1. Make one contact attempt to the customer to resolve the fallout.
                1. Customer/Voicemail reached. Follow normal process for Outbound Calls to customers: NTC.
                2.  Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
            2. Port is In Process
              1. Port Completed: Issue is Resolved
              2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.
            3. 6A/6D Response received: Send a follow up email advising we cancelled and resubmitted the port but received the same response. Ask to escalate the issue to allow us to port the number. Copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).
        3. Response Received advising to cancel and resubmit: Cancel and resubmit as requested.
          1. Valid Fallout Response is received.
            1. Make one contact attempt to the customer to resolve the fallout.
              1. Customer/Voicemail reached. Follow normal process for Outbound Calls to customers: NTC.
              2. Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
          2. Port is In Process
            1. Port Completed: Issue is Resolved
            2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.r
          3. 6A/6D Response received: Send a follow up email advising we cancelled and resubmitted the port but received the same response. Ask to escalate the issue to allow us to port the number. Copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).

  1. Validate the number shows Active or Suspended in Genesis
    • Yes: Continue to Step 2
    • No: Cancel the intraport. Contact the customer and explain a number must be active to be ported. Advise them to resume the number with the old service provider and to call back to have a new port submitted.
  2. Cancel and resubmit the intraport to see if a different response is received.
    1. Different Response received.
      1. Fallout Response is received: Make one contact attempt to the customer to resolve the fallout.
        1. Customer/Voicemail reached. Follow normal process for Outbound Call to Customer Outbound Calls to customers: NTC
        2. Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
      2. Port is In Process
        1. Port Completed: Issue is Resolved
        2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.
    2. 1P response is received:
      1. Send an email to the Reseller. Explain we are receiving 1P Fallout response with no remarks. Ask them to advise which field on the port request has incorrect information and include the information entered on the port.

        Example: "We are trying to port [Number] from [Reseller] but are receiving a 1P Other port response. Please advise which field has incorrect information so we can work with our customer to obtain the correct information. We are submitting the port with the account number, PN, and ZIP code."

      2. Check for an email response
        1. No Response received after 24 hrs
          1. Send a follow up email.
          2. If still no response after an additional 24 hrs send another follow up email and copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).
        2. Response received providing the fallout reason: Reach out to the customer to resolve the fallout following Outbound Calls to customers: NTC. NTC 3 will keep ownership of the port until it has been cancelled or completed.
        3. Response Received advising to cancel and resubmit: Cancel and resubmit as requested.
          1. Valid Fallout Response is received.
            1. Make one contact attempt to the customer to resolve the fallout.
              1. Customer/Voicemail reached. Follow normal process for Outbound Calls to customers: NTC.
              2. Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
          2. Port is In Process
            1. Port Completed: Issue is Resolved
            2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.
          3. 1p response received: Send a follow up email advising we cancelled and resubmitted the port but received the same response. Ask them to advise which field on the port request has incorrect information and include the information entered on the port. Copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).

  1. Validate the number shows Active or Suspended in Genesis
    • Yes: Continue to Step 2
    • No: Cancel the intraport. Contact the customer and explain a number must be active to be ported. Advise them to resume the number with the old service provider and to call back to have a new port submitted.
  2. Cancel and resubmit the intraport to see if a different response is received.
    1. Different Response received.
      1. Fallout Response is received: Make one contact attempt to the customer to resolve the fallout.
        1. Customer/Voicemail reached. Follow normal process for Outbound Call to Customer Outbound Calls to customers: NTC
        2. Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
      2. Port is In Process
        1. Port Completed: Issue is Resolved
        2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.
    2. Delay is received:
      1. Send an email to the Reseller. Explain we are trying to port the number but are receiving a delay response type. Ask them to send a valid response.

        Example: "We are trying to port [Number] from [Reseller] but are receiving a delay response type. Please send a valid response to allow the port to move forward."

      2. Check for an email response
        1. No Response received after 24 hrs
          1. Send a follow up email.
          2. If still no response after an additional 24 hrs send another follow up email and copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).
        2. Email response received advising a port response has been sent: Check the port in APS to for the response.
          1. Valid Fallout Response is received.
            1. Make one contact attempt to the customer to resolve the fallout.
              1. Customer/Voicemail reached. Follow normal process for Outbound Calls to customers: NTC.
              2. Leave a standard memo NTC and GOAP memos and include a note advising the issue causing the invalid response has been resolved and Casework can continue to work the fallout.
          2. Port is In Process
            1. Port Completed: Issue is Resolved
            2. Port still In Process after 5 minutes: Check the WNP Maintenance Tool and follow the directions provided.
          3. Port is still in delay. Cancel and resubmit the port. If a response is received follow normal processing steps as listed in step 2. If a delay is received1p response received, send a follow up email advising the port is still in delay. Ask them to send a valid response to allow the port to move forward. Copy the NTC3 leadership team, Tyler.Rorvig-Rieksts@T-Mobile.com, Tara.Pinson@T-Mobile.com and the CEM email address (below).

CEM email address

This list is for NTC3 only. Do not share it with other carriers or customers.

Reseller

CEM contact and email

321 Communications

Debbi Root - Debbi.Root@T-Mobile.com

Affiniti_Ventures

 Andrew Richards - Andrew.Richards@T-Mobile.com

Astound Broadband

 Matt Miller - Matthew.S.Miller@t-mobile.com

Bark Technologies

 Matt Miller & Angie LaCroix – Matthew.S.Miller@t-mobile.com; Angela.R.LaCroix@T-Mobile.com

Compax Software Development

 Matt Miller - Matthew.S.Miller@t-mobile.com

Consumer Cellular

Neal Copenhaver - Neal.Copenhaver@t-mobile.com

Dish

 Mitch Cowden - Mitchell.Cowden1@T-Mobile.com

Fliggs

 Andrew Richards - Andrew.Richards@T-Mobile.com

Google Fi

Elly Lina - Elly.Lina6@T-Mobile.com

i-Wireless

Brian Gavin - Brian.A.Gavin@t-mobile.com

Joonto, INC

Mitch Cowden - Mitchell.Cowden1@T-Mobile.com

Liberty Mobile/Trump Mobile

Matt Miller - Matthew.S.Miller@t-mobile.com

Lycamobile

 Neal Copenhaver - Neal.Copenhaver@t-mobile.com

MVNO_Connect

 Andrew Richards - Andrew.Richards@t-mobile.com

New York Mobile

 Andrew Richards - Andrew.Richards@T-Mobile.com

Nova Labs

 Brian Gavin - Brian.A.Gavin@T-Mobile.com

Plintron

Mitch Cowden - Mitchell.Cowden1@T-Mobile.com
PWG Debbi Root - Debbi.Root@T-Mobile.com

Reach Mobile

Matt Miller - Matthew.S.Miller@t-mobile.com

Really Communications

Brian Gavin - Brian.A.Gavin@t-mobile.com

Simple Mobile / Tracfone / Net10 / SafeLink / Straight Talk / Telcel US / Walmart Family Mobile / GoSmart

Brian Gavin - Brian.A.Gavin@t-mobile.com

Smart less Mobile LLC

 Idriz Aksamovic - Idriz.Aksamovic@T-Mobile.com

Tello

Elly Lina - Elly.Lina6@T-Mobile.com

Ting

 Mitch Cowden - Mitchell.Cowden1@T-Mobile.com

Ultra Mobile/Mint Mobile

Brian Gavin - Brian.A.Gavin@T-Mobile.com