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Introduction

When porting your numbers from one telco to another, it is important to be aware that the Losing Provider’s validation process may be unsuccessful, meaning the port will be rejected and its progress halted until the issue is resolved. This article details the processes a Losing Provider must go through in validating a port after submission, and the most common reasons a port may be rejected during this process. It has been written with reference to each specific Number Portability Code all telcos must adhere to, as outlined and enforced by the Communications Alliance. It also explains the role a customer may have in resolving any issues causing a port to be rejected by the Losing Carrier. It also provides some general information on what we recommend requesting from the Losing Provider before porting to minimise the risk of rejection, and how a dispute may be raised with the Losing Provider on your behalf if any information provided in writing by the Losing Provider suggests the rejection may be incorrect.

Minimising the Risk of Rejection

Porting, as stipulated by the Communications Alliance in the Number Portability Code, is a stringent process by design. It requires all information provided in a porting application to be 100% correct for the validation process by the Losing Provider to be successful and the port to be accepted. To minimise the risk of rejection, we highly recommend contacting the Losing Provider before porting to confirm the following:

We also recommend requesting written confirmation of any information received from the losing provider, or a Case Reference Number for phone conversations, as this can be used as evidence for a dispute when a rejection appears to be incorrect (see Disputing a Rejection). If changes need to be made to the account, especially to any services attached to the number, this must be done by the customer before the submission of a port and confirmed by the losing provider to not cause any complications with the porting process. If changes are made during the porting process, the Losing Provider may reject the port.

Disputing a Rejection

If you believe the rejection received from the Losing Provider is incorrect based on information provided to you by said Losing Provider, you can request for a dispute to be raised on your behalf. To submit a dispute, we require a copy of the latest invoice, as well as any written correspondence from the losing provider that suggests the rejection was incorrect, or a Case Reference Number for conversations held on the phone. This is why we highly recommend confirming all information with the losing provider before porting, as this information can be used as evidence in a dispute (see Minimising the Risk of Rejection). Once a dispute has been raised, the Port cannot be resubmitted until the dispute is resolved. We generally allow around 5 business days for a dispute, on submission to the losing provider. Please note that there is no permitted timeframe listed in the Number Portability Codes for disputes, and the duration of a dispute is entirely dependent on the losing carrier’s investigation and response time.

CAT-A Rejections

C540:2013 – LOCAL NUMBER PORTABILITY (INCORPORATING VARIATION NO.1/2016) On submission of a CAT-A Port, the Losing Provider is given the details of the application and must begin the Simple Notification Advice (SNA) Validation process. As per the Local Number Portability (LNP) Code, this stage is where the losing provider must verify that the number:

  • Is issued
  • Is a Simple Telephone Service
  • Has not already been ported to another Carrier
  • Is not disconnected or has a pending disconnection at the time the SNA is received
  • Has a Customer Authority date no more than 90 calendar days old
  • Does not have a current porting request pending

(C540:2013 [v.1 2016], 4.2.4). If the SNA Validation is unsuccessful for any reason, the Losing Provider will then reject the port and provide a coded rejection to the Gaining Carrier (C540:2013 [v.1 2016], 4.2.6). Most Common CAT-A Rejections:

CAT-C Rejections

C540:2013 – LOCAL NUMBER PORTABILITY (INCORPORATING VARIATION NO.1/2016) G602.1:2016 LOCAL NUMBER PORTABILITY IT SPECIFICATIONS AND OPERATIONS MANUAL PART 1 – GENERAL, GIVE BACK AND PORTED LOCAL NUMBER REGISTER PROCESSING   On submission of a CAT-C Port to the Losing Provider, the Losing Carrier and Losing Provider begin the Pre-Port Number Validation (PNV) process. As per the Local Number Portability (LNP) Code, this stage is where the Losing Provider and the Losing Carrier share porting information and verify the information on the porting application is correct. (C540:2013 [v.1 2016], 4.3). The Losing Provider and Losing Carrier will check the following:

  • Number is associated with provided account number
  • Number/service is not cancelled, or has a pending cancellation
  • There is no pending activity impacting the port (C540:2013 [v.1 2016], 3.5.5)
  • All associated numbers are being ported together

(C540:2013 [v.1 2016], 4.3.4; G602.1:2016, 18.4). If the losing carrier finds that any of this information is incorrect/incomplete and they cannot process the PNV request, they will reject the port and advise the gaining carrier why the PNV couldn’t be processed (C540:2013 [v.1 2016], 4.3.6, 4.3.7).   If the PNV is accepted by the Losing Carrier, the port is then initiated and moves into the Complex Notification Advice (CNA) stage. As per the Local Number Portability (LNP) Code, this stage is where the Losing Carrier will validate:

  • The number is issued
  • The number is associated with an active complex or simple service
  • All associated numbers are being ported across together
  • The number has not already been Ported to another Carrier
  • The number is not Disconnected or Pending Disconnected at the time of CNA
  • There is no pending activity/porting request in the Losing Carrier’s system

(C540:2013 [v.1 2016], 4.4.5).   If the CNA process is unsuccessful for any reason, the Losing Carrier will then reject the port and provide a coded rejection to the Gaining Carrier (C540:2013 [v.1 2016], 4.4.9).   Most Common CAT-C Rejections:

Mobile Rejections

C570:2009 MOBILE NUMBER PORTABILITY – INCORPORATING AMENDMENT NO.1/2015   On submission of Mobile Ports, the Losing Provider is required to perform validation checks to determine whether the port can go ahead. As per the Mobile Number Portability Code, these checks include:

  • Confirming the mobile number is held by the Losing Provider
  • Confirming the mobile number is issued by the Losing Provider
  • Confirming there is no already accepted port or transfer request attached to the number
  • (PREPAID) Confirming the date of birth on the application matches their system
  • (POSTPAID) Confirming the account name/number on the application matches their system

(C570:2009 [v.1 2015], 4.7.1). If any steps in the validation process are unsuccessful, the Losing Provider will reject the port request and send a coded rejection to the Gaining Provider (C570:2009 [v.1 2015], 4.1.4).   Most Common Mobile Rejections:

Toll-Free 1800/Shared Cost 1300 Rejections

C657:2015 INBOUND NUMBER PORTABILITY   On submission of a 1300/1800 porting application, the Losing Provider is required to perform validation checks on the application. This will determine whether or not the information on the application is correct and matches their system, and whether the port can go ahead. As per the Inbound Number Portability Code, these checks determine that the number:

  • Is Issued
  • Is associated with the service account details provided
  • Has not already been Ported to another carrier
  • Is not Disconnected or has a Pending
  • Disconnection at the time the porting request is received
  • Does not have a current Porting Request pending

(C657:2015, 4.2.4).   If any steps during the validation process are unsuccessful for any reason, the Losing Carrier must then reject the port, and send a coded rejection to the Gaining Provider (C657:2015, 4.2.5).   Most Common Toll-Free 1800/Shared Cost 1300 Rejections:

003 – Inactive Service

A number can only be ported to another provider if the services are active. If during the SNA/PNV/CNA Validation process the Losing Provider finds the number is inactive in their system, they will reject the port.
CAT-A – (C540:2013 [v.1 2016], 4.2.4, 4.2.6).

CAT-C – (C540:2013 [v.1 2016], 4.4.5, 4.4.9; G602.1:2016, 18.4).

  Rejections for Inactive Service are usually the result of the Losing Carrier deactivating the service attached to the number. An example of this is when internet services are disconnected, and the number is bundled with that service.   The Losing Provider will need to be contacted by the account holder to clarify what may have caused the rejection and make arrangements for the number to be reactivated. For CAT-A Ports, the number will need to be placed on a POSTPAID/Ongoing Exchange Based Diversion, or an alternative setup recommended by the Losing Provider. Once confirmation is received from the Losing Provider that the number is ready to port, the port can be resubmitted.