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MNP PORTING FLOW CHART, Start, NOTE : COMMON ISSUES AFTER PORT IN Data …

- - - - Validation
        
        CXO REJECT activating SIM card for the following scenarios:
        
        ID Mismatch - incorrect ID uploaded (e.g. NRIC/WP/Passport)
        
        Incorrect mobile number
        
        Corporate account
        
        Prepaid account
        
        If customer dispute and insisted that the details are correct, inform customer the following:
        
        CXO to advise customer re-register and upload correct documents (e.g. NRIC/WP/Passport)
        
        CXO to advise customer to show proof of billing (e.g. physical bill / e-bill)
        
        CXO click withdraw button on BPA to cancel the order and refund will be automated within 7 working days
        
        Successful
        Port in process will takes ~1 working day
        
        SYNIVERSE status:
        Transfer requested > Transfer Approve > Transfer Confirmed > Number porting process successful
        
        Port-in cases will process
        BETWEEN 2300 hours to 0200 hour on a daily basis
        In the event when the customer has a change of mind (do not wish to port in anymore). CXO raise issue to MNP TEAMS channel and CX/IT WhatsApp group chat by 4PM.
        App Support can cancel within the day (applicable daily).
        
        NOVUS status
        During porting : "Pending Activate"
        Upon successful porting : "Completed"
        
        If the account status on the system is
        "In-progress" instead of "Completed".
        Raise issue via MNP TEAMS channel for App Support to provision the line
        For urgent cases (Tier 3) App Support will raise to:
        
        Max
        
        Kah Wye
        
        Daryl
        
        1 more item...
        
        END
        
        Unsuccessful
        
        Could be due to either one of the following reason:
        
        Suspended (e.g. Outstanding payment / inactive account)
        
        Wrong DNO (e.g. Customer selected the wrong service provider). No action is required as backend officer will resubmit.
        
        Prepaid card (requires different port in the domain).
        Customer will need to switch to post-paid then request to port into TPG.
        If the customer is signing up for 50GB Postpaid, we can help the customer to port into 50GB Prepaid then 50GB Postpaid. (e.g. SH prepaid > TPG prepaid > TPG 50GB Postpaid)
        CXO will then cancel the current unsuccessful order.
        
        CXO will verify above particulars face to face/ email/ call and advise accordingly.
        
        END