Introduction
PNV requests are rejected by Losing Carriers when the address provided does not match their records. This mismatch happens when the PNV request specifies one address, but the Losing Carrier has a additional address listed for the numbers.
To proceed the port:
To proceed the port:
- Add additional address
- Remove additional address
- Override address formatting. If the address mismatch is due to formatting variations, you can submit a support ticket to have the Losing Carrier's response manually adjusted to match your original request, ensuring system compatibility without altering other PNV details.
- Raise a ticket to dispute the response with the Losing Carrier
How-To Guide
Option 1: Keep new address
Step 1: Review port intent
- Click the link in the email, or navigate to the port intent from the Porting Dashboard.
- Any identified concerns will need to be addressed before submitting CNA.
Step 2: Keep address
- Select Keep address. This will add the new address to the port as a separate batch. No new PNV request is required to be sent.
- Select save.
Step 3: Manage other concerns
- Upon confirming the new address, select keep or delete to resolve any remaining number concerns by.
- The port will be unable to progress until all concerns are addressed.
Step 3: Proceed to port details
- If all PNV concerns are resolved, proceed to port details.
- Failure to address all PNV concerns before submitting to CNA may result in additional charges and time delays. Please consult your service schedule or contract for information on charges.
- If the submission to CNA is done incorrectly, a manual withdrawal of a port is necessary which can delay the port further.
Option 2: Delete new address
Step 1: Review port intent
- Click the link in the email, or navigate to the port intent from the Porting Dashboard.
- Any identified concerns will need to be addressed before submitting CNA.
Step 2: Delete address
- For the new address identified in the PNV response, select actions and then delete address. This will delete the address and the numbers associated it from the port. They will not be included.
- Select save.
- The address can be recovered by selecting the recover icon. This will restore all numbers as included on the address to the port intent.
Step 3: Proceed to port details
- If all PNV concerns are resolved, proceed to port details.
Option 3: Correct address or raise a dispute
Step 1: Respond to ticket
- Next to the additional address, select actions, and raise dispute.
Within Logged, respond to the ticket to initiate a dispute with the Losing Carrier concerning the number associated with a additional address identified in the PNV response.
There are two options:
- Override PNV response: state that the added address is incorrect and matches the submitted address. The Symbio team will then override the system, enter a new PNV response, and remove the multiple addresses. Upon completion, the port can proceed.
- Raise a dispute with Losing Carrier
- Include a copy of the latest invoice and evidence from the Losing Carrier suggesting the rejection is incorrect.
- The resolution of a dispute typically takes 2 business days, although it may exceed this timeframe. However, the code does not specify a maximum duration. During this period, resubmitting the port is not permitted.
- The operations team will respond with the outcome from the Losing Carrier.
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