Introduction
Numbers can only be ported if the service is active. If a number is labeled with Code 04, it means the service associated with that number has been cancelled or is pending cancellation.
To proceed with porting the number and sending CNA, the Losing Carrier will have to reactivate the service. Another option is to remove the number from the port prior to sending CNA.
Alternatively, a ticket can be raised to dispute the concern with the Losing Carrier.
To proceed with porting the number and sending CNA, the Losing Carrier will have to reactivate the service. Another option is to remove the number from the port prior to sending CNA.
Alternatively, a ticket can be raised to dispute the concern with the Losing Carrier.
Figure 1. Customer pathways for actioning Code 04 rejections
How-To Guide
Option 1: Remove the number (most efficient)
Step 1: Review PNV Response
- Review the email notification for the PNV Response.
- The PNV response will highlight all number/s labelled with Code 03 rejection 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.
- Remove 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 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: Reactivate number/s
Step 1: Contact Losing Carrier
- Contact the Losing Carrier and have them reactivate all of the cancelled number/s.
- Once the Losing Carrier has confirmed that the number/s have been reactivated, 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 Code 04 rejection 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.
