Introduction
Individual numbers cannot be ported if they are part of a block or if there are other associated numbers within the same account. The Losing Carrier will identify any such number/s that need to be included in the port for the individual number to be successfully submitted to CNA.
Another option is to dissociate the added number/s from the account. This will need to be actioned by the end-customer and Losing Carrier prior to CNA submission.
Alternatively you can reply to the ticket for Symbio to dispute the PNV response with the Losing Carrier.
Another option is to dissociate the added number/s from the account. This will need to be actioned by the end-customer and Losing Carrier prior to CNA submission.
Alternatively you can reply to the ticket for Symbio to dispute the PNV response with the Losing Carrier.
Figure 1. Customer pathways for actioning additional number/s
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How-To Guide
Option 1: Add number/s (most efficient)
Step 1: Review PNV Response
- Review the email notification for the PNV Response.
- The PNV response will highlight all number/s which have been added by the Losing Carrier.
Step 2: Add the number/s to the port order
- Login to Sonar using the port URL provided in the email notification.
- Add the number/s listed in PNV response to the port order in Sonar.
Step 3: Submit CNA
- If there are no additional PNV concerns to address within the port, submit CNA.
- Failure to address all PNV concerns before submitting 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: Disassociate number/s
Step 1: Contact end-customer
- Contact the end customer to have them disassociate the additional number/s with the Losing Carrier.
- Once the end-customer has confirmed that the Losing Carrier has dissociated the additional number/s you can proceed to submit CNA.
Option 3: Raise a dispute
Step 1: Respond to ticket
- Respond to the Logged ticket sent via email following the port submission. Request the initiation of a dispute with the Losing Carrier regarding the additional number/s specified in the PNV Response.
- 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.
