Important:

• If resubmitting does not work, cancel the port completely and redo the order
   

At this time, Astound Mobile is unable to port lines from Alaska and countries other than the United States

• However, due to changing conditions, it is very important to always verify the phone line's eligibility by using the Number Portability checker in Reach Central, including phone lines in Puerto Rico, the US Virgin Islands and any US state including Alaska and Hawaii

Alternate message: "To continue the activation, please resubmit some of the information"

• Invalid account number for previous provider was submitted
• Verify the account number entered in port request field is correct
• See Astound Mobile: Finding Your Account Number and /or PIN from Previous Carriers
• Note: Some carriers have multiple account numbers on file for the customer, especially any which handle multiple services. Make sure the customer is giving you the correct account number for the device(s)
• Once the customer obtains the correct Account Number from their previous provider
  • Retry the port in process in Reach Central
  • Click on Update Account No on the correct line
  • Enter the correct Account Number provided by the customer

Create Work Order or Technical Case button on the Work Orders tab in BOLT

• Fill out the information as described below and click Submit 
   

  Trouble Call or Tech Case	Trouble Call
  Service Category	Mobile
  Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
  Select	Only the affected phone number
  Notes	"E911 Address Invalid", along with steps were taken by the customer when they experienced this error

Two reasons this may appear:

1. If the ZIP code being used is failing but clears in the mobile network

1. The ZIP code is unable to accept any new numbers

• Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   
  • Fill out the information as described below and click Submit 
     

    Trouble Call or Tech Case	Trouble Call
    Service Category	Mobile
    Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
    Select	Invalid Zip Code Mobile Lines Affected Type of Mobile device
    Notes	"Invalid Zip Code" Include if the customer is trying to port the number (include all porting details) or getting a new number

• If the customer has moved since their previous carrier, they need the ZIP code their old carrier has on record
   
• Ask the customer to contact their carrier for the ZIP code they have on file

• Once the customer provides the correct ZIP code from the previous provider
  • Retry the port in process in Reach Central
  • Click on Update ZIP Code on the correct line
  • Enter the correct ZIP code provided by the customer

• Ask the customer to contact their carrier they are being ported from for the updated Carrier PIN; also called a Transfer PIN

• A Carrier PIN of the carrier being ported from can be the Carrier PIN set up during their start of their service, or a Carrier PIN that is required to be generated by the carrier they are being ported from

• This information MUST be verified by the customer and previous carrier for the port to work

• The Carrier PIN will most times just be numerical and around 4-6 digits

• For more help, see Astound Mobile: Finding Your Account Number and /or PIN from Previous Carriers

• Once the customer obtains the correct Carrier PIN from their previous provider
  • Retry the port in process in Reach Central
  • Click on Update PIN on the correct line
  • Enter the correct PIN provided by the customer
• Once the customer has verified the correct Carrier PIN with their previous carrier and they are still receiving a Carrier PIN error:
  
  Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   
  • Fill out the information as described below and click Submit 
     

    Trouble Call or Tech Case	Trouble Call
    Service Category	Mobile
    Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
    Select	Transfer Carrier PIN Mobile Lines Affected Type of Mobile device
    Notes	Explain the issue in as much detail as possible

• The previous carrier has port protection put in place on the mobile line
• This requires a verification step that the customer must complete with their previous carrier before attempting to port in their line to Astound Mobile

If the customer wants to port their number to Astound Mobile, they must contact the previous carrier 

1. The carrier will  send their mobile line a one-time password or PIN (OTP)
    
2. Customer verifies this OTP with their previous carrier to release the port protection
    
3. We can then resubmit the port in request to Astound Mobile

• Remember, Astound cannot Port lines from Alaska (area code 907) or Countries other than the United States

• Check the Reach Central tool for number portability

• If it passes, ask the customer to confirm the number is active. This may require to contact their old carrier

• If the customer states the number is active, check the number in the portal port details and see if the wrong number is being used
   

• Once you verify the phone number:
  • If it’s right, customers need to contact their previous/original carrier for help
     
  • If it’s wrong, cancel the port entirely and do a resubmission with the updated phone number

• If you have tried this and the issue is ongoing:
   

• In BOLT, click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   
  • Fill out the information as described below and click Submit 

• This may be due to the customer's number(s) waiting for a manual release from the previous carrier

• It can also be that there is a secondary authentication the customer needs to complete

• Ask the customer to call their previous carrier for an update

• The port may need to be resubmitted once the Original Service Provider has okayed the request if it does not process automatically

• The carrier name is incorrect
   
• It can also be that there is a secondary authentication the customer needs to complete
   
• Ensure the customer is inputting the correct name for the carrier who has possession of their number; eg, AT&T not Verizon
   
• The customer may need to verify that their device is unlocked with the previous carrier 

Create Work Order or Technical Case button on the Work Orders tab in BOLT

• Fill out the information as described below and click Submit 
   

  Trouble Call or Tech Case	Trouble Call
  Service Category	Mobile
  Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
  Select	Invalid Sim Card Mobile Lines Affected Type of Mobile device
  Notes	Add steps that were taken by the customer when they experienced this error

• Verify all the Previous Carrier information in the port-in is accurate with the customer, including Account Number, Carrier / Transfer PIN and Zip Code
• The customer may need to verify that their device is unlocked with the previous carrier as this is common with this error
• If the customer has verified all information is correct with the previous carrier and verified that the device is unlocked submit a Bolt Case for further escalation
  
  Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   
  • Fill out the information as described below and click Submit 
     

    Trouble Call or Tech Case	Trouble Call
    Service Category	Mobile
    Problem Description	Activation Failure - Ported Number
    Select	Transfer Carrier PIN Mobile Lines Affected Type of Mobile device
    Notes	Explain the issue in as much detail as possible

• Outage in the mobile system

• If it's a general Something went wrong - Contact your system administrator – it’s an issue with Reach Central or our network
• Create Work Order or Technical Case button on the Work Orders tab in BOLT
  • Fill out the information as described below and click Submit 
  •  

    Trouble Call or Tech Case	Trouble Call
    Service Category	Mobile
    Problem Description	Cannot Call Out
    Select	Only the affected phone number
    Notes	Add the error message, along with steps were taken by the customer when they experienced this error

     
    • Could take up to 72 hours to resolve
    
    
    • If it’s a planned maintenance, resubmit the port as normal with the “retry” when maintenance is done, typically 24 hours
    
    
    • If it’s unplanned, wait for the issue to be resolved, then resubmit. Continuously update the customer on status

• System error in port procedure

• Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   
  • Fill out the information as described below and click Submit 
     

    Trouble Call or Tech Case	Trouble Call
    Service Category	Mobile
    Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
    Select	Mobile Lines Affected Type of Mobile device
    Notes	Make note of the error and explain the issue in as much detail as possible

Full error - Porting request failed - Expiration Date should be greater than current date. Please contact tech team

1. Resubmit the port in process in Reach Central
2. If resubmitting does not work, cancel the port completely and redo the order.
3. If the problem persists, click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
    
   • Fill out the information as described below and click Submit 
      

     Trouble Call or Tech Case	Trouble Call
     Service Category	Mobile
     Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
     Select	Mobile Lines Affected Type of Mobile device
     Notes	Explain the issue in as much detail as possible

1. Resubmit the port in process in Reach Central
2. If resubmitting does not work, cancel the port completely and redo the order.
3. If the problem persists, click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   • Fill out the information as described below and click Submit 
      

     Trouble Call or Tech Case	Trouble Call
     Service Category	Mobile
     Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
     Select	Mobile Lines Affected Type of Mobile device
     Notes	Explain the issue in as much detail as possible

• It is possible that the customer tried porting first, which made a pending request on the SIM. If they tried to start over with a new number activation, this can cause issues when trying to use the same SIM card

• Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT
   
  • Fill out the information as described below and click Submit 
     

    Trouble Call or Tech Case	Trouble Call
    Service Category	Mobile
    Problem Description	Activation Failure - New Number -or- Activation Failure - Ported Number
    Select	Mobile Lines Affected Type of Mobile device
    Notes	Explain the issue in as much detail as possible

• Retry – resubmits the activation AFTER you update any required detail
   
  • If the old carrier says the updated the request or released the line, but our system shows porting failed, click on this to sync to show the port in progress / active status
• Cancel & resubmit: DO NOT USE

• Cancel: cancels the pending port request to be able to either activate with a new number or update the entire port request (see MDN not active)

• Cancel and activate with a new number: sometimes customers get so frustrated that they just want a new number. By selecting this it will cancel the port request and allow for you to enter a ZIP code to generate a new number on the same SIM card
   
  • Note: this can sometimes cause delays. Let the customer know ahead of time
• Resubmit port with new details: allows for you to update the existing request with new information
   
  • Example: if the account number is wrong and that’s why it states it failed, but you know both the account number and PIN are wrong, select this option to submit multiple details at once this can sometimes cause delays. Let the customer know ahead of time