Description: This guide explains common errors/issues encountered in PortControl and provides steps to resolve them.
Explore
Error: Unable to fetch data
Cause: This error occurs when the entered TN count exceeds the system limits. The maximum limits are:
- TN: 2500
- TFNs: 500
Combined total: No more than 2500 at one time
Network
Error: No Matching NPA-NXX-X exists in the database
Cause: This error can occur if:
- The block is part of a non-pooled code.
- The code has not been activated yet.
Resolution: Ensure that the code is activated before activating the block.
Inventory
Issue: Pooled blocks are not showing when you own the block
Cause: If you are the code holder of a non-pooled code (meaning blocks do not need to be activated in NPAC), the pooled number blocks will not appear in the inventory since they are not considered active pooled numbers.
Pre-Orders
Issue: Order gets rejected for number not being active
Cause: Inactive telephone numbers cannot be ported.
Resolution: Instruct the end user to contact their carrier to reactivate the telephone number. Once reactivation is complete, you can resubmit the order in PortControl for processing.
Orders
Error: No Network Profile for LATA for TN XXXXXXXXXX
Cause: When creating an order to port a telephone number, this error occurs if there is no Network Profile for the specified LRN/LATA.
Resolution:
- Navigate to Network > Dashboard > +Create > Network Profile.
- Fill out the form and save the changes.
- Resubmit the order for the telephone number.
Issue/Error: Order stays stuck in sending status
Cause: Orders can include up to 10,000 TNs. Large orders may take a few minutes to process.
Resolution:
- Wait a few minutes for the system to update.
- If the status remains in sending for more than 5 minutes, contact the CX team for assistance.
Error: Activating an order returns a status of Partial Failure: X339
Cause: This indicates that the X339 LSMS was down during activation, preventing the LSMS/SPID from receiving the routing update. NPAC will automatically rebroadcast the update once the LSMS is available. All other LSMS should have been updated successfully.
Resolution: Wait for NPAC to rebroadcast the update when the LSMS is back online.
Error: Submitting an order with TNs that have an LRN in dual regions and some TNs fail on the order.
Cause: The LRN is currently only listed in 1 region and not in dual regions which causes some of the TNs in the order to fail.
Resolution:
- Verify that the TN resides in one of the LATAs that are in dual regions (see table below).
- Activate LRN in the region that the TNs failed.
- Modify the failed TNs and this will create the SV’s for porting.
Here is a list of LATAs that are in dual regions:
LATA | Regions |
520 | Midwest/Southwest |
140 | Mid-Atlantic/Northeast |
138 | Mid-Atlantic/Northeast |
133 | Northeast/Mid-Atlantic |
956 | Mid-Atlantic/Southeast |
244 | Mid-Atlantic/Southeast |
250 | Mid-Atlantic/Southeast |
530 | Southwest/Southeast |
486 | Southwest/Southeast |
544 | Southwest/Western |
666 | West Coast/Western |
730 | Western/West Coast |
652 | West Coast/Western |
670 | West Coast/Western |
720 | Western/West Coast |
634 | Western/Midwest |
462 | Southeast/Midwest |
Miscellaneous
Concern: Translations removed after a telephone number ports to a new carrier
Cause: Each carrier has its own business rules for removing translations (removal of routing from switch) which can vary widely.
Resolution:
- Familiarize yourself with the business rules of the carrier you are porting from.
- Use PortControl to review carrier porting rules either though the Network feature or by selecting the SPID directly on the order.
- Some carriers will remove translations early if the number has ported and reach out to carrier directly to make the request.
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