Reconnect a Disconnected Mobile Line

1. Reconnects are permitted up to 30 days after disconnection
2. When a mobile line is no longer eligible, the system will respond with an error message
3. Any mobile phone number that has been disconnected after 30 days cannot be reconnected
   • There is an expected enhancement for this in 2026 
4. Accounts must be in good standing and any outstanding balances
5. Any outstanding balance needs to be paid before proceeding

Primary Line Disconnected in Reach; reconnect is no longer an option

1. Add the line as you normally would  
2. Submit a case for the M&E team:
3. Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
4. Fill out the information as described below and click Submit
   • Trouble Call or Tech Case           Trouble Call
   • Service Category                         Mobile
   • Problem Description                   select one Activation Failure - New Number or Ported Number
   • Select                                           Mobile Line(s) Affected, Type of mobile device
   • Notes                                           Please reconnect account
                                                          Include alternative phone number and preferred email address for contact

1. Select the disconnected number from the Reach account
    
2. Press the Reconnect button
    
3. Press the Confirm button

1. Select the disconnected number from the Reach account
    
2. Press the Reconnect button
    
3. Press the Confirm button
    
4. Steps to port in the mobile line again are required

1. Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
2. Fill out the information as described below and click Submit
   • Trouble Call or Tech Case           Trouble Call
   • Service Category                         Mobile
   • Problem Description                   select one Activation Failure - New Number or Ported Number
   • Select                                           Mobile Line(s) Affected, Type of mobile device
   • Notes                                           Cannot reconnect account
                                                          Include alternative phone number and preferred email address for contact