Porting Out Mobile Services to another Carrier- Article no. 9369

Resolution Steps

1. Attempt to retain the customer 
    
2. Authenticate 2 Security Questions and the CPNI PIN before discussing or changing anything; customers cannot opt-out of CPNI verification
    
3. Provide the customer with the Carrier PIN and Operator Reference number(s)* located in Reach Central. Customer will need to provide PIN to the new carrier
    
   • * Every line has its own. If porting multiple lines, you will need each one
      
   • No further agent action is required
      
   • Reach will handle the disco via an API to disconnect.  Mobile services will cease when port out is complete. Agents will not see a pending WO.  Once complete, agents will see Reachuser as the ICOMS id that made the change
      
4. Please note:
    
   1. Billing will continue until the port out is completed. Billing will be prorated. Bill proration should be a familiar topic for agents
       
   2. We cannot prevent a port out even if customer is in Collection status 
       
   3. Agents should not provide a timeframe or estimated timeframe to complete. Timeframe is dependent on new carrier
       
   4. Agents should not submit tickets to Reach requesting a status on the port

Article ID: 173
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=173