What is home phone number porting?
Porting involves the transfer of your home phone number from one provider to another provider, so that your incoming and outgoing calls will work using your home phone number with your new provider.
TPG offers its customers the option to port their home phone numbers to us with all of our NBN Bundle and ADSL2+ with Home Phone orders. If customers choose not to port in a number, TPG will allocate a new home phone number.
Why is there a delay in number porting?
The telecommunications industry, including TPG, relies on Telstra to handle almost all porting transactions between providers.
Unfortunately, Telstra has advised that due to the impact of COVID-19 (Coronavirus) on its operations, Telstra is unable to process porting transactions until at least 6/4/20.
You can read more about it at https://www.itnews.com.au/news/telstra-suspends-most-landline-number-porting-539817.
What does this mean for TPG customers?
This means that at this stage, we are unable to port your home phone number from another provider to TPG.
If you have an order in progress for NBN Bundle, FTTB Home Bundle or ADSL2+ with Home Phone Bundle and the porting of your home phone number to TPG has not yet been completed:
- There is no change to our ability to deliver you the internet component of your Bundle service
- Once the service is installed, you will be able to make outgoing calls
- Once the service is installed, billing will commence
- However, there will be a delay in us being able to port your home phone number to TPG until Telstra resumes porting activities. Until the porting of your home phone number to TPG is complete, you will not be able to receive incoming calls to your home phone number
If you are placing a new order for NBN Bundle, FTTB Home Bundle or ADSL2+ with Home Phone Bundle:
- There is no change to our ability to deliver you the internet component of your Bundle service
- Once the service is installed, you will be able to make outgoing calls
- Once the service is installed, billing will commence
- However, there will be a delay in us being able to port your home phone number to TPG until Telstra resumes porting activities. Until the porting of your home phone number to TPG is complete, you will not be able to receive incoming calls to your home phone number
What options do customers have?
If you have an order in progress for NBN Bundle, FTTB Home Bundle or ADSL2+ with Home Phone Bundle and the porting of your home phone number to TPG has not yet been completed:
- TPG can provide you a new home phone number, instead of waiting for your home phone number to be ported to TPG. Please note if you select this option, you may lose the ability to get your home phone number number back later.
- Or, you can choose to wait until Telstra resumes porting activities for your number porting to be completed
Due to the expected delays and the potential of losing the ability to receive incoming calls, we are recommend customers request a new phone number allocated by TPG.
If you are placing a new order for NBN Bundle, FTTB Home Bundle or ADSL2+ with Home Phone Bundle:
- Due to the expected porting delay which will result in a inability to receive incoming calls, we recommend you choose to receive a new number from TPG when placing your order
- Or, if you choose to place an order and request to port your number to TPG, please expect to wait until Telstra resumes porting activities for your number porting to be completed
Other things to know
- The internet component of your NBN Bundle, FTTB Home Bundle or ADSL2+ with Home Phone Bundle will be delivered as planned and will continue to operate normally upon order completion
- There’s no impact on mobile phone numbers which are processed via a separate, mostly automated system between mobile network operators.
