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Porting phone number from TPG

Posted: Mon Feb 11, 2019 10:32 am
by xnindy
I had my NBN activated on 22 Jan. But my telephone number is still with TPG. I've asked Exetel to port the number since early December. Can someone look into this issue please? I'd like to know why it takes this much of time to port the number.

Re: Porting phone number from TPG

Posted: Mon Feb 11, 2019 3:17 pm
by KavindaS
xnindy wrote:
Mon Feb 11, 2019 10:32 am
I had my NBN activated on 22 Jan. But my telephone number is still with TPG. I've asked Exetel to port the number since early December. Can someone look into this issue please? I'd like to know why it takes this much of time to port the number.
Welcome to the Exetel forum :)

Let me check this for you. Can you reply here with a ticket reference number, or PM me your customer id or the service number ?

Re: Porting phone number from TPG

Posted: Tue Feb 12, 2019 11:41 am
by xnindy
I've sent you my account detail via PM.

Re: Porting phone number from TPG

Posted: Tue Feb 12, 2019 4:42 pm
by KavindaS
xnindy wrote:
Tue Feb 12, 2019 11:41 am
I've sent you my account detail via PM.
Thank you for providing the service details. I have checked the status on your pending PSTN to VOIP service under the ticket reference number 14043567. Wholesale supplier of Exetel have informed to us, they are still waiting for the confirmation from your current provider, to be informed by a cut over date on this. However, I have requested them to further follow up on this and inform you, as soon as they receive the confirmation from the wholesale provider.

Exetel apologizes for any inconvenience this may have caused.

Re: Porting phone number from TPG

Posted: Mon Mar 11, 2019 10:00 am
by xnindy
My home phone number is still not ported from TPG, after 3 months into the contract. Please tell me why it takes so long for obviously just some paperwork to be done. I checked the Australian Communications and Media Authority website. According to them, it should only take a few hours. If TPG is delaying it and you can't do anything about it, let me know so that I'll complain it to ACMA.

"Porting process

If you want to port your number to a new phone company:

Contact the new phone company and request a port. The new phone company will then contact your current phone company to arrange the port.
Do not disconnect your service with your current phone company as you cannot port your number if it has been disconnected.

Most mobile number ports are completed within three hours. Local and inbound number ports generally take longer to complete.

If your number is ported without your permission, you should contact your phone company to report the unauthorised port and request a port reversal. Read more about Unauthorised customer transfers."

Re: Porting phone number from TPG

Posted: Mon Mar 11, 2019 4:09 pm
by KavindaS
xnindy wrote:
Mon Mar 11, 2019 10:00 am
My home phone number is still not ported from TPG, after 3 months into the contract. Please tell me why it takes so long for obviously just some paperwork to be done. I checked the Australian Communications and Media Authority website. According to them, it should only take a few hours. If TPG is delaying it and you can't do anything about it, let me know so that I'll complain it to ACMA.
Once again, Exetel apologizes for any inconvenience this may have caused.

I have further reviewed the existing porting ticket 14043567, and discussed with the provisioning department. Delay has been caused by the supplier and they are still following up with the highest priority. Due to the latest response received, we expected this porting to be completed by coming Friday close of business and you will be informed accordingly.