Porting timeframes and cutover
These come from the terms every port request accepts.
When a port can happen
Section titled “When a port can happen”- Porting hours are 8:00am to 5:00pm Sydney time on business days, excluding national public holidays.
- A cutover can be no sooner than 2 business days after the request is submitted.
- If a port is rejected and resubmitted, the 2 business days start again from the resubmission.
- The customer’s authority lasts 90 calendar days from submission. A port not completed by then needs a new authority (the agent authority on the form lets us sign one for you).
We can’t guarantee a port completes by a particular date: the losing carrier has to agree to it, and the date is confirmed once they have. A preferred cutover on the form is a request, not a booking.
Keeping the customer’s service up
Section titled “Keeping the customer’s service up”- Don’t let the customer cancel their service with the losing provider while the port is underway. A number can only be ported while it is active; a cancelled number usually can’t be ported at all.
- Have the destination trunk ready. The trunk you choose on the form is where calls go the moment the port completes, so make sure the customer’s PBX is registered on it beforehand.
- Plan for the cutover. We aren’t responsible for an outage during a port, withdrawal or reversal. Choose a cutover day that suits the customer.
- Bundled services are disconnected. Porting a number disconnects anything bundled with it at the losing provider, such as an internet service on the same account. Put a replacement in place first.
- Features don’t come across. Only the number moves. Voicemail, messages and settings with the losing provider are lost and need setting up again.
The losing provider may charge the customer early termination or port-out fees. Our own fees are in your wholesale agreement.