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SPECIFIC VOICEMAIL

Verizon

6B – VZW Number Transfer PIN

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Verizon that we need your number transfer PIN. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

8A – Account Number incorrect

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Verizon that we need your correct Account Number. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

6B – VZW Number lock

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Verizon that the number has a number lock. Once the number has been unlocked via Verizon online or app, please call us back at 877-525-5833, we are 24/7 to assist you.

AT&T

6B – AT&T Transfer PIN

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that we need your number transfer PIN. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

6B – Removed Fraud Protection

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that your number has a fraud protection. Once it has been removed, please call us back at 877-525-5833, we are 24/7 to assist you.

8A – Account Number incorrect

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that we need your correct Account Number. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

COMCAST Xfinity SPID 6006

8C – Password PIN incorrect – This is NTP

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from your old service provider that we need your number transfer PIN. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

Charter Comm/Spectrum SPID 6006

6B – Transfer PIN

AIRVOICE

If the fall out is 8C - password/pin required or incorrect, try to modify the request using the last 4 digits of the phone number before making outbound call.

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Air voice that we need your Account pin. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

Carriers that send an 8C fallout but it’s a transfer PIN

DISH Wireless - 8C - password/pin required (Number transfer pin)

LOCUS Telecom - 8C - password/pin required (Number transfer pin)

Comcast Xfinity - 8C - password/pin required (Number transfer pin)

MOBILEX - 8C - password/pin required (Number transfer pin)

PURETALK - 8C - password/pin required (Number transfer pin)

US Mobile - 8C - password/pin required (Number transfer pin)

WORKING ASSETS FUND - 8C - password/pin required (Number transfer pin)

Tracfone 8C - password/pin required (Number transfer pin)

US cellular 8C - password/pin required (Number transfer pin)

Consumer Cellular 8C - password/pin required (Number transfer pin)

COMPLEXITY: generic VM

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6A/ 6D

Hi! this is Marj from T-Mobile number transfer TIER 2, I am currently working on your number transfer request with the line 918-855-3309. We received a response from your old carrier saying your number is no longer active. For now, the request will be closed and no need to worry, all you need to do is to contact your OSP to reactivate the line, once the line is active give us a call at 877-525-5833 to help open a new request and we are open 24/7 to assist you.

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WIRELESS ADVISEMENTS

Once a confirmation is received, your number transfer request should complete immediately sometimes can take up to 2 hours.

You will also get a text message from T-Mobile confirming that the transfer is already completed. We recommend turning the device off and turn it back on after the message is received.

Please do save any voicemails you want to keep because your old voicemail box will be deleted, and a new voicemail box will need to be set up. Just wanted to confirm if you need to save some voicemail.

Lastly this call may be disconnected as we complete your request since I reach you on the phone number being (transferred / replaced) You don't need to worry it is part of the process and one of the good signs that the request is already completed.

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WIRELINE ADVISEMENTS:

Once I update the request, we have to wait for 4 business hours as old carrier still need ampule time to validate the information we sent.

If all information is correct this request will complete on the due date and time that will going to provide by your Old Service Provider. Don't worry you will receive a text message from T-Mobile confirming the completion and you still have time to back up any important voicemail you want to keep up until the transfer request is complete. Don't forget to turn off and on your device once confirmed message is received. IF ever we received another error on the request, someone from our department will give you a callback within 24 hrs. What's your best callback number so I can notate here to reach you easily? ---- wait for customer to give you the CBR.

For now, we have to wait for 4 business hours for a valid response from your old service provider. Just keep your line open, we will be contacting you if we need additional information. Just Keep your line active until the transfer is completed.

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MODIFY PORT REQUEST

We have already received a confirmation and your phone number ___ is now showing active on your T-Mobile account.

Aside from completing the number transfer request, is there anything else I can further assist you with?

Thank you for choosing T-Mobile as you service provider. You have a great day and goodbye for now.

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VOICEMAIL 7TH DAY CONTACT ATTEMPT

It's a great day here in T-Mobile this is ___ from number transfer center. I'm calling about your number transfer request with the line_. We still need additional information to complete your number transfer request. Please call us back at your most convenient time so we can help you complete it. For now, we will be closing the request kindly call us back at 877-525-5833. Thank you and have a great day! Goodbye for now!

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CANCELLATION VM or 7th Day

Hi! This is *** from T-Mobile Number Transfer Center Tier 2. I'm working on the number *** and we need the NTP from your OSP. However, we were not able to reach you or hear it from you, for now we will close this request. But if you need assistance requesting a new one, you can call us back at 877-525-5833, we are open from 24/7 to assist you. Thank you and stay safe, bye for now

DEAD AIR:

I'm unable to hear you but if you can hear me, please call us back at 877-525-5833 we are open 24/7 to assist you (three Times) I will now release myself from the line. Thank you and have a great day.

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CONCURRENCE VM:

Good day! This is (Your Name) from T-Mobile number transfer, calling about your number transfer request for the phone number 111-111-11111. Good news, we have already received confirmation from your old provider. To complete your transfer request, we just need your Temporary T-Mobile number to activate your number. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

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SPANISH SPEIL:

"Un momento. Llamaré al equipo español"

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HOTLINES

CRT: 999-886-2077 SPANISH POSTPAID HOTLINE- 999-886-2707 REBELLION/PREPAID - 999-886-3055 / 999-886-3067 SYNIVERSE - 888-338-7678 SPANISH PREPAID HOTLINE 999-886-2712 CUSTOMER CARE 999-886-4770 BUSINESS CARE 999-886-4427 TRANSLATOR- 999-886-6615 (145) ACTIVATION DEP: 999-886-4392

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OSP LIST THAT NEEDS CUSTOMER FIRST

Tracfone (if ZIP CODE no need customer) Consumer Cellular Air voice/Air talk Dish Wireless Cox Mobile Charter Spectrum Red Pocket Cricket Wireless Xfinity PURETALK

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SYNIVERSE

Username: MT02360 Pass: 895623Jaz!111

TEAMS: https://teams.microsoft.com/v2/?tenantId=1b34e9a7-bf93-4518-9a83-0cff3be61269

STARTEK TL SHAREPOINT: https://startek.sharepoint.com/sites/TeamMailaMK607

WORKSPACE: https://workspace05.t-mobile.com/Citrix/CSWeb/

IPORT: https://iportproduction.t-mobile.com/iport/cases/search

wireline matrix: https://startek.sharepoint.com/:x:/s/CWSMEs/ESdli2HSmFZIg4QCeAZzF7gBaxaf18DYzeaICau13hJVHg?e=QpAiwE

Sales Force: https://t-mobile.lightning.force.com/

CORE: https://techapps.t-mobile.com/core/scoreboard

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upon pulling the request it's already has a concurrence and a confirmation release TN from being reserved perform MDN change got FINAL SOA PN now active on the account Request got Completed

upon pulling the request it's already has a concurrence and a confirmation perform MDN change got FINAL SOA PN now active on the account Request got Completed

upon pulling the request it's already has a concurrence and a confirmation TN is indicated on the memo, as per dated perform MDN change got FINAL SOA PN now active on the account Request got Completed

Spoke to BRP Verify the porting number
Discuss the reason of call Customer provide information Provide advisement Modify port request got a confirmation PN now showing active on the account

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WL:

Casework: IPORT| Marjorie C. 1454480 | MSISDN:
Casework: IPORT| Marjorie C. 1454480 | MULTIPLE REQUEST

Future dated activation As per FOM and SOA Sub: PN is already reserved on the corresponding TN and correct FOC date waiting for activation no changes made

Future dated activation As per FOM and SOA Sub: (API Response) Confirmation (FOC) received. 04/07/2025 FOC Date set tn is indicated on the memo did mdn change PN is already reserved on the corresponding TN and correct FOC date waiting for activation

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PORT IN ADVISEMENT FOR WIRELINE

Once I update the request, we have to wait for 4 business hours as old carrier still need ampule time to validate the information we sent.

If all information are correct this request will complete on the due date and time that will going to provide by your Old Service Provider. Don't worry you will receive a text message from T-Mobile confirming the completion and you still have time to back up any important voicemail you want to keep up until the transfer request is complete. Don't forget to turn off and on your device once confirmed message is received. IF ever we received another error on the request, someone from our department will give you a callback within 24 hrs. What's your best callback number so I can notate here to reach you easily? ---- wait for customer to give you the CBR.

Just keep your line active until the request is completed, okay?

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Fallout Manager (foam) & Local Service Request (LSR)

we're using the FOM to see the full response from small carries while the LSR are for large carrier

why do we need to click search after processing a request from LSR?

so that next rep. are able to process the same request

Releasing reserved wireline number on the account

release the PN from being reserved to avoid premature activation

PREMATURE ACTIVATION

they're showing up on the request without confirmation, if the PN is reserved it's automatically activate even though it does not have a confirmation yet.
do not forget to memo the PORTING NUMBER if you're the one who release it.

PORT TIMER EXPIRED

check if request will appear in FOM or LSR

if FOM, contact Syn and ask if res is received and have them reflect it to the port req
there will be two outcomes, First, Syn will send the response and will require u to wait for few minutes. Keep refreshing the request until new response is received
second, Syn will give u a time frame on how long the response will receive. Commonly, they will say it would take up 24/48 hours. There are times where they will say that we still need to wait and no timeframe provided.
if LSR: contact the OSP and request a response

WHO WILL PROVIDE CSR (customer service record)

in getting the CSR, it will depends on the OSP who will get it, because some will need to get it from the OSP
we need to manually call the OSP to get the CSR

Firm Order Commitment (FOC) - Handling Confirmed Ports

SOA (Service Order Confirmation)
compare the FOC date from the LSR/Fallout manger to the authorization is SOA
FOC DATE matches the authorization date in SOA:

port request was reserved: notate that it's waiting for activation date

request is not reserved: find the port direction in memo. Perform MDN change/add a line reserving to the FOC date
FOC Date is not match to the Authorization date in SOA:

if FOC is farther than SOA date. reserve the number to FOC date (no need to call the OSP)
if SOA date is farther than FOC, we should call the OSP to align the SOA record

Customer Advisements <<

FOC date is received:

port will complete on the provided FOC date (can simply say the specific time or date that the request will completes)
you'll get text message
remember any voicemails u want to keep need to saved or downloaded, a new VM box will need to be set up
keep your PN active until the number is completely transferred

PORT is in fallout:

we must wait up to 4 business hours for the OSP response. We will call u back within 24hrs
u'll get text message when request completed
remember any voicemails u want to keep need to saved or downloaded, a new VM box will need to be set up
we recommend powering the phone off and back on when u receive the update SMS
keep your PN active until the number is completely transferred.

Wireline Integration <<

Fallout VS. Confirmation

check FOAM or LSR for the fallout

CSR (customer service record)

the customer service record is confidential acc customer information to FR from their PR
some wireline carriers

two OSP where we can request CSR:

MCI Metro Level 3

Updating a wireline port coming from FOM <<

always modify the port through the billing system

the only time u modify a wireline port ICP is if u do not have access tot he required fields that need to be modified through the billing system.

Do no assume response times will be 24hrs or more. Many carriers responds same day, sometimes within minutes
When a wireline carrier requires the address for validation, always ask for the service address
For wireline ports, verify all the porting information *billing name *type of service *service address *account number *acc PIN *authorization name
Update all fields with the correct information. If only the field on the response is updated, it can cause delays if other information on the port is incorrect.
When submitting /modifying a wireline request, do not update the DDD_T unless specifically stated in wireline matrix/ required by the OSP.

ALWAYS CHECK IF THE WIRELINE NUMBER IS RESERVE WHEN THERE IS A FALLOUT

release reserved wireline number on the account

if the wireline porting number has a fallout or is still waiting for Old Carrier's response (port timer expired, delay response, etc) and is reserved on the account for MDN change or add a line, release the line from reserved to avoid premature activation
Memo the temporary number or activation details (SIM, IMEI, Rate Plan or SOC's ) on the account