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:

1. All details are correct
2. The customer owns the number (see 017 - Telephone Number / Account Mismatch)
3. The number(s) are active and have no pending activity/disconnections attached
4. Whether the number needs to be submitted as a CAT-A or a CAT-C
5. All associated numbers that need to be submitted together (see PNV - Additional Numbers and PNV - Number(s) Part of a Range/Block)
6. The number(s) are ready to be ported.

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

C540:2023 - LOCAL NUMBER PORTABILITY

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:

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

(C540:2023, 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 (C540:2023, 4.2.6, 4.2.7).

Most Common CAT-A Rejections:

003 - Inactive Service

004 - Pending Disconnection or Disconnected Service

005 - Complex Service - e.g. ISDN, Line Hunts etc.

010 - Service Number Ported to Another ASD

017 - Telephone Number / Account Mismatch

042 - Pending Port Out Request

CAT-C Rejections

C540:2023- LOCAL NUMBER PORTABILITY

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. (C540:2023, 4.3). The Losing Provider and Losing Carrier will check the following:

1. Number is associated with provided account number
2. Number/service is not cancelled, or has a pending cancellation
3. There is no pending activity impacting the port (C540:2023, 3.5.9)
4. All associated numbers are being ported together

(C540:2023, 4.3.3, 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 (C540:2023, 4.3.5, 4.3.6).

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:

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

(C540:2023, 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 (C540:2023, 4.4.11, 4.4.12).

Most Common CAT-C Rejections:

003 - Inactive Service

004 - Pending Disconnection or Disconnected Service

010 - Service Number Ported to Another ASD

017 - Telephone Number / Account Mismatch

042 - Pending Port Out Request

PNV - Additional Numbers

PNV - Number(s) Part of a Range/Block

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:

1. Confirming the mobile number is held by the Losing Provider
2. Confirming the mobile number is issued by the Losing Provider
3. Confirming there is no already accepted port or transfer request attached to the number
4. (PREPAID) Confirming the date of birth on the application matches their system
5. (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:

004 - Pending Disconnection or Disconnected Service

017 - Telephone Number / Account Mismatch

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:

1. Is Issued
2. Is associated with the service account details provided
3. Has not already been Ported to another carrier
4. Is not Disconnected or has a Pending Disconnection at the time the porting request is received
5. 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:

004 - Pending Disconnection or Disconnected Service

010 - Service Number Ported to Another ASD

017 - Telephone Number / Account Mismatch

042 - Pending Port Out Request

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 - (C540:2023, 4.2.4, 4.2.6, 4.2.7).

CAT-C - (C540:2023, 4.3.5, 4.3.6, 4.4.11, 4.4.12; 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.

004 - Pending Disconnection or Disconnected Service

Similar to Inactive Service, a number can only be ported if the services are active and connected. If during the SNA/PNV/CNA Validation process the Losing Provider finds the number is disconnected or has a pending disconnection attached to the number in their system, they will reject the port.

CAT-A - (C540:2023, 3.5.9, 4.2.4, 4.2.6, 4.2.7).

CAT-C - (C540:2023, 4.3.5, 4.3.6, 4.4.11, 4.4.12; G602.1:2016, 18.4).

Mobile - (C570:2009 [v.1 2015], 4.7.1, 4.7.3).

Toll Free/Shared Cost - (C657:2015, 4.2.4, 4.2.5).

If the Losing Provider rejects the port for Disconnected Service even though the number is ringing when called and appears to be active, there is likely a pending disconnection attached to the account. This is commonly caused by a future-dated disconnection order (numbers on a PREPAID EBD will be rejected for pending disconnection) or for an NBN disconnection/move order.

The Losing Provider will need to be contacted by the account holder to clarify what may have caused the rejection, and to make arrangements for the services to be restored/have any pending disconnections cleared. Once confirmation is received from the Losing Provider that the number is ready to port, the port can be resubmitted.

005 - Complex Service - e.g. ISDN, Line Hunts etc.

CAT-A Ports can only be submitted for single number services, and as such the Losing Provider will reject the port if their SNA Validation process finds the number is attached to a complex service (C540:2023, 4.2.4, 4.2.6). Complex Services can include, but are not limited to:

1. ISDN Services
2. Line Hunt
3. Fax Services
4. Number Blocks
5. ADSL Services
6. Telstra DOT Services

As we are provided limited information on, if a complex rejection is received the Losing Provider will need to be contacted by the account holder to clarify what the complex service is, and whether there are any additional numbers associated with the account. Although the Losing Provider may be able to arrange for complex services to be removed, it is still highly recommended to resubmit the port as a CAT-C to avoid any further complications.

010 - Service Number Ported to Another ASD

On submission of a porting application, the Losing Carrier can only approve the port if the number is still active in their system. If during the SNA/CNA/PNV Validation process the Losing Carrier finds that the number is no longer in their system and has been ported to another Carrier, they will reject the port and send a coded rejection to the Gaining Provider.

CAT-A - (C540:2023, 4.2.4, 4.2.6).

CAT-C - (C540:2023, 4.3.5, 4.3.6, 4.4.11, 4.4.12; G602.1:2016, 18.4).

Toll-Free/Shared Cost - (C657:2015, 4.2.4, 4.2.5).

If the customer has recently ported the number to a different service provider before submitting the porting application to us, it is possible the number has not been updated to display the new carrier attached to the number in the numbering system. As the rejection contains limited information and is unlikely to provide us with the new Carrier, the customer may need to contact their Current Provider to confirm which Carrier the porting request needs to be sent to before it can be resubmitted.

017 - Telephone Number / Account Mismatch

A number can only be ported if the details on the application match the account information associated with the number in the Losing Provider's system. If during the SNA/PNV/CNA Validation process the Losing Provider finds the account details listed on the application do not match with the details stored in their system, they will reject the port.

CAT-A - (C540:2023, 4.2.4, 4.2.6).

CAT-C - (C540:2023, 4.3.5, 4.3.6, 4.4.11, 4.4.12; G602.1:2016, 18.4).

Mobile - (C570:2009 [v.1 2015], 4.1.4, 4.7.1, 4.7.3).

Toll-Free/Shared Cost - (C657:2015, 4.2.4, 4.2.5).

All information provided in porting applications must be 100% accurate to ensure the number can be ported. Checking that the information on the porting application matches the information on the provided invoice before submitting is the easiest way to verify account details are correct and minimise the risk of rejection for Account Mismatch. If you want to be sure, you can also contact the Losing Provider before porting to confirm the correct information to be submitted (see Minimizing the Risk of Rejection).

If the account details on the application match the invoice, it is recommended that the account holder contact the Losing Provider to clarify what details may have been incorrect to cause the rejection, and to obtain the correct information for resubmission.

NOTE ON 1300/1800 NUMBERS: 1300/1800 numbers can be rejected for Account Mismatch if the customer does not own the number being ported. Some providers will lease a 1300/1800 number to the account holder to be used in their system, and as such the account holder does not actually own the number and cannot authorise the port. If unsure, the customer will need to contact the current provider to get confirmation they own the number and the port can go ahead.

042 - Pending Port Out Request

A number can only be ported if there are no active port out requests attached to the number in the Losing Provider’s system. The Losing Provider can only action the first port that has passed the CNA/SNA validation process. If they find there is a pending port out request attached to the number during their PNV/SNA Validation process, they must send a coded rejection to the Gaining Provider of any subsequent port requests for that number until the pending port has completed or has been withdrawn.

CAT-A - (C540:2023, 3.5.9, 4.2.4, 4.2.6).

CAT-C - (C540:2023, 3.5.9, 4.3.5, 4.3.6, 4.4.11, 4.4.12; G602.1:2016, 18.4).

Toll-Free/Shared Cost - (C657:2015, 4.2.4, 4.2.5).

If the customer has initiated a port with another service provider before submitting their port to us and wants the number ported to our system instead, they will need to contact the Provider who submitted the porting application and request they withdraw the port. Once withdrawn, they will then need to contact the Losing Provider to confirm whether the number is ready to be ported before it can be resubmitted.

If the customer has not initiated a port with another provider and is unsure where the request came from, it is likely that a port has been initiated further upstream (a change in Carrier, for example). If your Current Provider is also unsure why there is a pending port out request, you will need to request they query it with their Upstream Provider/Carrier to see if the pending port out request can be withdrawn. Once the customer has received confirmation from the Losing Provider that the pending port out request has been withdrawn and the number is ready to be ported, the port can be resubmitted.

PNV - Additional Numbers

When submitting a CAT-C Port, an ‘all or nothing’ approach is taken for the numbers. This means all numbers that are associated together must be listed in the application and ported together. An example is if 20 phone numbers are associated to a single hunt-group, all 20 must be submitted and ported together in the same complex batch. (C540:2023, 3.5.6). If during the PNV or CNA process the Losing Provider finds there are additional numbers associated with the account that are not listed on the application, they will reject the port and notify the Gaining Provider with a list of the additional numbers to be added to the application (C540:2023, 4.3.14, 4.3.5, 4.3.6, 4.4.11, 4.4.12; G602.1:2016, 18.4).

If additional numbers are found to be associated to the account, the Losing Carrier will send the list of numbers and the customer will be provided with three options:

1. PORT & KEEP - to include, port and keep all additional associated numbers
2. PORT & CANCEL - If you do not require the additional associated numbers that exist on the losing provider’s network, we can include these extra numbers with the port and you can cancel and remove the numbers from your customer portal and the phone numbers tab after port cut-over completion.
3. DISASSOCIATE - If you would like to keep the additional numbers on the current carrier’s network and not on our network, they will need to arrange with the current carrier to have the numbers disassociated first before we can proceed. (If a disassociation is selected, this needs to have completed on the current carrier's side before we send the complex notification to prevent rejection).

If the customer would prefer Options 1 or 2, the Port can be resubmitted once they have advised our team of their choice. If Option 3 needs to be chosen for any reason (for example, the number needs to stay on the Current Provider's account as it is attached to an active NBN service), they will need to contact the Losing Provider to make arrangements to disassociate the number so porting can proceed.

If the customer believes the additional numbers are not associated with the account or had already made arrangements with the Losing Provider to disassociate the additional number(s), they will need to contact the Losing Provider and request they rectify the issue so the port can continue without the numbers. Once they have received confirmation from the Losing Provider that the issue has been resolved, the port can proceed.

PNV - Number(s) Part of a Range/Block

As stated in ‘Additional Numbers’, an ‘all or nothing’ approach is taken for the numbers when submitting a CAT-C Port. This means all numbers that are associated together must be listed in the application and ported together. (C540:2023, 3.5.6). If during the PNV or CNA process the Losing Provider identifies the number being ported is part of a number block/range, they will reject the port and notify the gaining provider of the range the number is attached to (C540:2023, 4.3.14, 4.3.5, 4.3.6, 4.4.11, 4.4.12; G602.1:2016, 18.4).

If the number is found to be part of a range, the Losing Carrier will send the Gaining Provider a list of numbers in the range, and the customer will be provided with three options:

1. PORT & KEEP - to include, port and keep all additional associated numbers
2. PORT & CANCEL - If you do not require the additional associated numbers that exist on the losing provider’s network, we can include these extra numbers with the port and you can cancel and remove the numbers from your customer portal and the phone numbers tab after port cut-over completion.
3. DISASSOCIATE - If you would like to keep the additional numbers on the current carrier’s network and not on our network, they will need to arrange with the current carrier to have the numbers disassociated first before we can proceed. (If a disassociation is selected, this needs to have completed on the current carrier's side before we send the complex notification to prevent rejection).

If the customer does not own the complete range listed in the rejection, it is possible that the Losing Provider has purchased a number range/block to distribute to their customers and the numbers have not been disassociated. The customer will need to contact the Losing Provider and request the number be disassociated from the range and receive confirmation that the number is ready to be ported. Once confirmation has been received that the number is ready to be ported, the port can be resubmitted.