Scheduling and Port Out Guidelines-1817

Introduction

• When a customer moves their phone number (landline or mobile) to another provider, this is called a port out
   
  • When porting a number to our company, it must be an active, working phone number with no pending work orders
     
• Instructions for Work Order Comments:
   
  • Landline ports: note the landline account number of the customer's current provider
     
    • For Vonage and Magic Jack only: note the account number and PIN
       
  • Mobile ports: Porting Out Mobile Services to another Carrier
     
    • Note the wireless account number and PIN / password of the customer's current provider 
       
  • Cingular Wireless (AT&T), T-Mobile, Sprint and Verizon Wireless only: note the account number and 6-digit port out PIN
     
    • Customer must contact the provider for instructions on how to obtain the PIN
       
    • To avoid porting delays, advise customer to call us back with 6-digit PIN asap
       
    • Note: this PIN is different than the 4-digit account PIN / password used for other wireless carriers
       
  • Always note a valid contact number for the day of the appointment

Resolution Steps

• Important - Port Scheduling overrides Deposit Required Schedule
   
  • Ported Phone  - follow Port Out Terms and Scheduling Guidelines as below
     
  • Markets with Deposit Required  - follow Deposit Scheduling
     
  • Markets with No Deposit Needed - schedule in available quota according to port guidelines
     
• Do not make changes to the work order on the day of the appointment; customer may lose dial tone
   
• All ports must be scheduled according to guidelines below or a later date
   
• Do not office only or check in a port; provisioning completes the order when they receive confirmation that port is complete
   

Port Out Terms and Scheduling Guidelines

• Simple Port
   
  • One phone number porting out from another company (landline or mobile) to our company
     
  • Must always be scheduled on a business day:
     
    • Luzerne County, PA: Orders entered by 12:00 noon on Monday through Friday, schedule 5-7 business days out
       
      • Orders entered after 12:00 noon on Monday through Friday, add additional business day to reflect 5-7 business days in total
         
      • Provide the customer's account number and PIN if they have one
         
    • DC Metro, MA, NY and all other areas of PA:  Orders entered by 12:00 noon on Monday through Friday, can be scheduled for the next business day
       
    • IL, IN and TX:  Orders entered by 1:00 pm on Monday through Friday, can be scheduled for the next business day
       
    • CA, OR and WA: Orders entered by 3:00 pm on Monday through Friday, can be scheduled for the next business day
       
      • Orders entered after the time frame on Monday through Friday must be scheduled at least 2 business days out

• Non-Simple Port
   
  •  Two or more numbers porting out from another company (landline or mobile) to our company
     
  • Must always be scheduled on a business day:
     
    • Luzerne County, PA: orders entered by 12 noon, schedule 5-15 business days out 
       
      • Provide the customer's account number and PIN if they have one
         
    • DC Metro, MA, NY and all other areas of PA: orders entered by noon on Monday – Friday, schedule at least 4 business days out*
       
    • IL, IN and TX:  Orders entered by 1:00 pm on Monday through Friday, schedule at least 4 business days out*
       
    • CA, OR and WA: Orders entered by 3:00 pm on Monday through Friday, schedule at least 4 business days out*
       
    • Orders entered after the time frame on Monday – Friday, schedule at least 5 business days out*
       
• Carrier exceptions: Port Out Chart

• Special note: port time frames may fluctuate depending on holidays, weather, pending orders, and business rules for each carrier

Internal Information

Special instructions for Level 3 port (Siletz and Wanatchee, OR ONLY): requires 7 business days for port