This article will help you understand the porting requirements for moving services between providers in Australia.
- What is a number port?
- How to Port a number to Jet Interactive
- Porting a number away from Jet Interactive
What is a number port?
"Porting" is the term used by Telecommunications companies to refer to the process of moving a number between providers.
Number portability is a consumer right within Australia. No provider may refuse a port request, as long as the service is active and the port request details are correct, however, there are some regulations to note:
- While service providers may not refuse a port, they may charge a service fee at their discretion, often known as a Port Away Fee.
- There may also be other fees for breaking a contract term. These contract break fees should be in your original service contract with your provider, or detailed in the Terms and Conditions of the company.
- If the number you wish to port is part of a number "group" or "range", you may be required to port the entire range instead of the single service.
Most importantly, if your service has been disconnected, you will not be able to port this number until the provider has reactivated this for you.
It is vital that you do not cancel your services with your current provider until a port has been completed, as you may lose your number permanently.
How to port a number to Jet Interactive
To port a number to Jet Interactive, our Support Team will provide you with a Port Authority Form. This form will collect all the details of your service and your business. These details should be filled out to match what your current provider will have on file.
In most cases, we will also require an invoice showing this number that is no older than 90 days.
Once we receive your completed form with supporting documents, we will submit the port to your current carrier on your behalf. Again, it is essential that you do not cancel this service until advised by Jet that your Port is complete, as this is the most common reason for a port rejection.
Current Porting lead times
1300 & 1800 numbers: 5-10 business days
Local number (Simple): 5-10 business days
Local number (Complex): minimum 30 business days
Mobile number: Carrier dependant
When the Port is accepted, we will update you further with a cutover date and confirm the number setup.
On the date of your port, we will ask you to be on hand during your port time to test your service to ensure everything is running smoothly.
Things to know
Port request turnaround times are dependent on the response time of the losing carrier responding to the Port, but Jet's Porting team will let you know if we are notified of any extra delays.
If you have not heard back from your Jet representative in 5 business days, you can also call your losing provider and request the Port be approved to speed up the process.
1300, 1800 & Smartnumbers
To process a request for a 1300 or 1800 number, we will require an invoice containing this number that is no older than 90 days.
If this is a Smartnumber that was purchased from ACMA, we will also need confirmation that you or your business are the authorised EROU holder of this number.
If you are Porting a local number, please ensure this service is not currently linked to any internet services, as these services will be cancelled by your losing provider upon completion of your Port.
Local numbers have two categories -
- Category A (Simple, usually a direct single-line setup) or
- Category C (Complex, usually an ISDN service or has a line hunt/other complex feature enabled).
The turnaround times for these two categories are vastly different, and the categorisation is provided by the current carrier. Depending on the reason, if your service is marked as a Cat C you can contact the current carrier and request all features be removed to change this to a Cat A and save months of time.
To complete a port for a mobile service, we will need to conduct a 2FA confirmation. This will take approximately 30 seconds and can be completed via SMS or over the phone.
Mobile services do require an invoice to be provided, however, if your service is prepaid with no invoice, you can also provide us with the account holder's date of birth and proof of ownership of this number. Proof of ownership could include:
- a picture of your My Account page (where you go to recharge),
- a picture of a confirmation SMS message from the current provider that includes the number and provider name, or
- a confirmation of sign up/activation from when you first obtained this service.
Porting a number away from Jet
We have absolutely no restrictions for you to leave Jet Interactive if you choose to do so. If you wish to port the services away, you will need to speak to your new service provider to start this process.
If you choose to Port your services away, you will still need to serve your 30 days notice period for cancellation. This notice period is calculated from when we received notice of the port request (either from the carrier or from you via our cancellation process.
If you port some of your services away but do not cancel your account (eg: port our a 1300 but you still have Phone Users), then these additional services will not be cancelled until a cancellation request is made.
If we proceed with the cancellation and the number is disconnected, your new provider will be unsuccessful with the port.
Things to know
Fees and charges
There is a $50.00 port away fee applicable per service number (please refer to Jet Interactive's terms and conditions).
It may not be possible to reactivate a service once disconnected (especially if this is a mobile number). If you need to reactivate a service, please speak to our team to see if this service is still available. Please note - a minimum Service Reactivation fee of $150 will apply to any successful reactivations.
1300, 1800 & Smartnumbers
As your Jet numbers are not displayed on your invoice, you can provide your new provider with your latest Jet invoice, along with a screenshot of your Phone Numbers page, showing all phone numbers linked to your account number (which displays in the top right)
If you are using a Smartnumber that was obtained via Jet Interactive, you will need to arrange for purchase of the EROU rights to this number.
Please contact support and request assistance from one of our account managers to address this need.
All our local services are classed as Category A numbers, so there should be no need fo your new provider to request a complex port.
To port away a mobile number, please contact the Jet Support Team and request a carrier service code to authenticate the port request with your new provider. This can take 3-5 business days to obtain from the current carrier.
Please note - once a mobile number is cancelled with Jet Interactive, this is returned to our carrier an will not be available for reactivation.
As our services are VoIP business numbers, we are unable to receive OTP/2FA codes for use with activating a mobile number as a personal number with a new provider.
As your services were set up as Business mobiles through Jet, you will need to set them up as business phone numbers with whatever provider you are porting out to. With a business activation process, there is no need for OTP codes, you will simply provide your new provider with your Jet Interactive invoice, and the carrier service code provided to you by us.
Any of the major carriers will be able to support this process using the details above.