Port-out requests

Care & Retail use this content to understand port-out requests from T-Mobile to another service provider.

Guidelines

Determine what you can discuss

  • Do not proactively mention open port-out requests to customers. Only discuss them if the customer brings them up first.
  • Determine if the account has an open port out request in Samson. If there is an open port out request, "This BAN has open port requests" pops up when opening the account.
  • When a customer has a pending port-out request: 
    • The FCC regulates what can be discussed.
    • Do not make save attempts on the lines with open port-out requests. When a customer has a pending port out request to another provider, any attempt to proactively discuss and SAVE the customer could be perceived as an attempt to impede the port-out request.
    • For multi-line BANs with partial port-out requests:
      • Prioritize supporting the lines being ported out, including providing required information and customer advisements.
      • Once you complete port-out support, you may review and resolve any outstanding needs on the remaining lines without a port-out request.
  • When a customer does not have a pending port-out request:
    • If a customer has questions about porting out:
      • Answer the questions, and avoid the perception that we are impeding the port-out request.
      • Ask if there are additional ways to help the customer. Offer solutions to SAVE the customer.
    • When a customer has general questions about switching carriers:
      • Ask questions to understand the reason for switching.
      • Offer solutions to SAVE the customer.
If the customer: Guidelines
  • Has a pending port‑out request to another provider.
    Note: Requesting a TPOP does not mean they have a port-out request in process.
  • Has already activated service with the other provider and has initiated the request to port their number.
  • For the line with the open port out request, do not make a SAVE offer or attempt to troubleshoot in a way intended to keep the customer.
  • Provide information needed to complete the port out and advisements.
Note: On multi-line BANs with partial port-out requests, you may review and resolve outstanding needs on remaining lines without a port-out request, after providing all required support of the lines porting out.
  • Does not have a pending port-out request.
  • Asks questions about porting out.
  • Asks questions about the TPOP or where to get their TPOP.

Answer the questions about porting out and the TPOP.  Then, ask questions to understand the reason they are asking about porting out and offer solutions to SAVE the customer.
  • Does not have a pending port-out request.
  • Says they are thinking about leaving.

Ask questions to understand the reason for considering leaving. Offer solutions to SAVE the customer.

Port-out expectations

  • T-Mobile cannot start or cancel a port-out request. Customers must contact the new service provider.
  • To port out successfully, the customer must have their TPOP, and Port Out Protection must be removed from all lines they wish to port out.
  • If customers want to port out from T-Mobile, complete a One Time PIN (OTP) before releasing any CPNI.
  • Notifications: Customers receive an SMS notification and a system memo when:
    • A port-out is initiated.
    • A Temporary Port-Out PIN (TPOP) is generated from Atlas or Pinninator if not requested by the PAH.
    • SAP Care generates a TPOP for prepaid.

Port eligibility & line status

Check the requirements on Wireless Local number Portability (WLNP).

  • Canceled
  • Suspended for fraud
  • Write off
  • NOPORT SOC is on account (must be removed to port)
    • Account must be active to remove the feature. If account is not active:
      • Prepaid: 
        • Engage a manager to change the rate plan to Legacy PayGo to activate the account.
        • Follow steps in Port Out Protection: Prepaid to remove the feature.

  • Active
  • Equipment Lost or Stolen Suspend
  • First Payment Default Suspend
  • Ladex
  • Ladex Suspend
  • Military Suspend
  • Non-Payment Suspend
  • Return Mail Suspend
  • Returned Payment Suspend
  • Seasonal Suspend

  • Disconnected numbers are ineligible in the eligibility query.
  • Tell customers:
    • The number is ineligible to port out.
    • The reason it is ineligible.
    • Any steps needed to make the number eligible.

If these numbers are ineligible to port, send an email to Special Account Care for more help.

Required information to provide to customers

Provide the following information, and ask the customer to contact the New Service Provider (NSP).

  • Postpaid individual accounts
    • Mobile number
    • Account number
    • Temporary Port-Out PIN
    • Check if Port Out Protection is on the account. Inform the customer it must be removed for their port out to happen successfully.
  • Postpaid business accounts
    • Mobile number
    • Account number
    • Temporary Port Out PIN (TPOP)
    • If Port Out Protection is on the account, Business Care can remove the feature. See Port Out Protection: Business.
  • Rebellion prepaid accounts
    • Account number (FAN)
    • Temporary Port-out PIN (TPOP)

 

Temporary Port-Out PIN (TPOP)

  • A Temporary Port Out PIN (TPOP) is a 6-digit temporary PIN used to validate lines porting out from T-Mobile.
  • TPOP may also be called Number Transfer PIN (NTP).
  • The NTP is entered in the PIN/password field on the Wireless Port Requests (WPRs).
  • Theses Account types require a TPOP:
    • I/A, I/G, I/F, I/M, I/Q, I/R, I/S, S/Y, S/6, S/C, S/D, S/E
    • All prepaid lines
      Note: All other postpaid account types use their account PIN/passcode.
  • Postpaid:
    • The TPOP works for all lines on the account.
    • It expires in 4 days. After 4 days, the customer can generate a new one.
    • Only the registered BRP/PAH can generate the TPOP. Authorized Users do not have access.
  • Prepaid:
    • The TPOP works for all lines on the account.
    • It expires in 7 days. After 7 days, the customer can generate a new one.
    • Only the registered BRP/PAH can generate the TPOP. Authorized Users do not have access.
  • Business and Government:
    • The TPOP works for an individual line on the account.
    • It expires in 30 days. After 30 days, the customer can generate a new one.
    • For Business with SSN, use the Customer requires assistance section below.

  • Customers should use self-service to create their own TPOP. For approved scenarios, they may contact Care.
  • Customer Support steps:
    • If speaking to an Authorized User, refer them to work with the BRP/PAH.
    • Guide the PAH through self-service, using SIM Protection & Port Out Protection: Self-Service > Temporary Port Out PIN (TPOP) steps
    • As a last resort, see the Customer requires assistance section below.
  • T-Mobile.com customer steps:

 

Confirm the customer is able to receive OTPs to their PAH phone number.

Customer can receive an OTP to the PAH number:

  • Transfer to NTC Inbound: English (Skill 518) or NTC: Spanish (Skill 285).
  • Example reasons include:
    • Inability to access self-service options
    • Receiving errors when trying to generate the PIN
    • Does not feel comfortable navigating the app or site

Customer cannot receive an OTP to the PAH number:

  • Refer the customer to go to a Retail store for assistance.
  • Retail: Verify the customer's identity with an acceptable ID.
    • Retail Teams verify the customer is the PAH/BRP using Retail verification steps.
    • If the customer was verified with an ID scan or PIN + OTP, dial the RSL IVR and select Option 2 to contact the Porting Department. Do not contact them if the customer is unverified.
    • If the customer has difficulty with verification at the store (cannot scan ID or receive OTP), contact the Verification Team to verify. If successfully verified, the Verification Team can assist with the TPOP request. See Account Verification: In-Store > Account PIN/OTP/ID verification issue.

NTC teams create a TPOP in approved scenarios for:

 

Port-out PIN troubleshooting

  1. Customer must be on the latest version of the T-Mobile app.
    • iOS
      1. Go to App Store 
      2. Select Search 
      3. Enter T-Mobile
      4. Select Update (if displayed beside the app) 
    • Android 
      1. Go to Play Store 
      2. At the top right, tap the profile icon
      3. Select Manage apps & device 
      4. Select Updates Available
      5. Find T-Mobile and tap Update (if displayed beside the app)
  2. Customer must have Primary Account Holder permissions on My T-Mobile. (See Primary Account Holder & Authorized User setup to help customers check and manage this.)
  • If the App is still showing an error, the customer should use desktop browser to access My T-Mobile and attempt to generate PIN. 
  • If the BRP is struggling to receive their Port Out PIN, please perform a transfer to NTC Inbound. Remember! customer must be able to receive and verify an OTP to receive assistance. 

Port-out PIN deceased handling

If the BRP is deceased and a survivor is contacting us for support with their port out, please follow your usual verification process. Reference the steps below to understand how a survivor can receive a Port Out PIN.

  • Follow Deceased BRP account requests to submit a Deceased BRP Requests form.
  • Inform the survivor that a specialized team will contact them within 72 business hours (3 business days), Monday through Friday, to cancel any lines not being ported out.
  • Explain that the caller ID will show T-Mobile Expert and the specialized team will attempt to call twice and leave a voicemail with callback number.
  • The team handles the account appropriately and assists the survivor obtaining the port-out PIN.

Exception handling

All Deceased BRP account requests must be submitted to the NORT team (including those involving port-out requests), unless one of the exceptions below applies.

Engage leadership and follow the steps outlined on Deceased BRP account requests > "Survivor demands immediate cancellation (AC+ Above)."

If the customer states they have already worked with the NORT team, review the account for documented DCSD/Deceased memos to confirm the deceased process was already completed.

  • Memos confirm deceased process was completed:
    • The survivor may be transferred directly to NTC.
  • No deceased BRP memos:
    • Confirm when customer submitted original request and if request is outside of SLA.
    • Within SLA: Set expectations of 72 business days.
    • Outside of SLA or no request submitted: Submit a Deceased BRP account requests form.

Customer advisements

Postpaid and Prepaid:

  • Keep the T-Mobile account and phone number active.
  • Save any voicemail you want to keep.
  • Ask the customer if they plan to use their current device with their new carrier.
    • If yes, the device must be unlocked. Offer to send them the self-help steps through Atlas Toolkit > Messaging > search for "Unlock your mobile wireless device."
    •  If the customer needs more assistance to unlock their device, offer to transfer to Care.

Postpaid only:

  • If you port out mid-cycle, you are responsible for charges through the end of the billing cycle. See Port-out final bill expectations.
  • Your T-Mobile account will be canceled when all lines are ported out.
  • There will be a final bill after the account is closed, with your usage through the end of the bill cycle. Check out Customer Notifications for details on how we'll contact you after the port out.
  • You don't have to call back to cancel.

Note: NTC teams should not make save offers. If a port out is not yet started, NTC Teams may offer to connect the customer with Customer Care to discuss any issues that prompted the port out request. 

Coverage device on the account

  1. BAN has multiple lines: Check the coverage device dashboard to find if the device is assigned to the number porting out.
  2. If the coverage device is attached to the phone number porting out and another will stay active, reassign the coverage device to a different mobile number before the port out.
  3. Explain that a return kit is sent automatically when the port is complete, and the equipment has to be returned.