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How long will it take to port an existing number?

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Level 2

It's 10 business days since the nbn was installed and the existing phone number has not ported.  How long will this take?  Anyone dialing the number gets msg that the "...number is not connected..."

 

The nbn is working, the "new" number tpg provided is working (not sure why we got that as we were porting an existing number).

 

Anyone dialing the number gets the msg that the "...number is not connected..."

5 REPLIES
Level 5

Hi @David, that's strange as it should only take 5 working days max to port your number. Can you have a look in My Account and check what phone nummber you've been allocated? Log into https://www.tpg.com.au/account, then click on "View NBN Digital Voice Service Account".

 

If the number listed the number you were expecting to be ported, it may be that TPG has allocated you a new number. If this isn't what you requested when you signed up, I would recommend contacting them to fix for you.

Level 2

I've checked that link and reviewed the details included on the account.

 

A number has been allocated, not ported as requested on the initial internet registration.

 

I've kept every email from tpg and the initial registration details are not repeated in any of them, can you please forward to me a copy of these details.

Moderator

David wrote:

I've checked that link and reviewed the details included on the account.

 

A number has been allocated, not ported as requested on the initial internet registration.

 

I've kept every email from tpg and the initial registration details are not repeated in any of them, can you please forward to me a copy of these details.



Hi @David,

 

I went ahead and check your account's porting progress. It is shown your requested number is not available for porting as it might be cancelled already from Telstra.

 

You can contact your previous provider to check if the number is still active. Please let us know how it will go and we'll pass it on our Account Specialists for investigation.

 

Regards,

Level 2

Hi ShaneA,

It seems that Telstra ambushed my Mum (the user of that landline) with a avalanche of calls (5 missed calls in a morning) once the porting was requested.  She still isn't very clear about the eventual conversation she had with them but she did indicate that she was getting a TPG nbn connection (arranged by me).  Following that call the landline has not worked again on the old number.

I'm glad to report she would rather distribute the "new" tpg number than have to deal with Telstra...which surprised me as it had been associated with the family for almost 50 years.

Also, mum is reporting that connection speeds, performance etc is exceeding expectation (which is high praise from my mum).

Case closed, thanks also to TPG Customer Service.

Regards

David

PS What are the odds that Telsra still send her a bill for line rental on the disconnected number?

Moderator

Hi @David, I would suggest to clarify this with Telstra if your account account with them is still have a pending balance that needs to be settled and make sure the account is already close.