Porting lines for business customers: TFB
Sales Teams use the information on this page for porting requests on postpaid accounts.
Things to know
NTC Teams can assist with port requests but do not provide support for account maintenance or change requests. Change requests not mentioned on this page should be sent to the appropriate Care Team.
Temporary port out PINs (TPOPs)
TPOPs are required to successfully port a mobile number to another service provider. Customers may not know a TPOP is required until a port-out request fails.
- TPOPs can be generated by Customer Support in Account HUB for Care Account Hub account management.
- Customers can self-serve in Account HUB Change or transfer your number: Account Hub .
- NTC-Casework can also assist with generating a TPOP in Account Hub. Ensure that the customer can receive an OTP.
Email best practices
- Avoid delays by verifying temporary/courtesy numbers are active and match the SIM number.
- Do not forward email but create a new email when advised to contact a different group for support.
- Do not copy external customer when corresponding with the NTC Teams. Before replying, NTC will remove addresses that are not @t-mobile.com.
- Do not request account changes that are not supported by the NTC Team. For other support, partner with the appropriate Care Team.
- The NTC Team will partner with a request submitter, e.g., port fallout. Specify preferred contact method. Initial attempt is phone call and follow up is by email.
- Use email address related to port request from table below.
- Use the Request Template and the Dealer Porting Template for porting numbers to ensure accurate processing.
Request type
Use the table to identify port request type, Support hours of operation, email address for submitting requests, and the SLA for processing.
Note: Suspended temporary numbers must be active before submitting a request. NTC can only process requests to unsuspend up to 24 numbers.
| Type | Hours & SLA | Send to | Additional information |
| 1-10 numbers |
| Up to 10 numbers | |
| More than 11 numbers |
| Over 10 numbers | |
| Concurrent/confirm |
| NTC sets 30-day future date | |
| Government |
| Government Porting Team processes government accounts | |
| Overnight |
|
| |
| Time Specific |
|
| |
| Wireline |
|
|
Email port request
- Provide the following details in the email body for port request submissions:
- Request type - Government, Overnight, Time specific, etc.
- Port date - activation date
- Total port lines - total numbers in port request
- Port time - time of day ports are to complete. Note: specify time zone, i.e., PT, etc.
- Additional instruction - any useful information i.e., preferred contact method, etc.
- Attach the Dealer Porting Template spreadsheet to the email request.
- Reference the table above for an email address to send the port request.
Resources and support
Dealer resources
| Samson |
|
| Atlas |
|
| Account Hub |
|
| Atlas |
|
Care resources
| NTC 1-Standard Port |
|
| NTC 2 (Casework) - Escalations |
|
| GOAP-Government Porting - Government Account |
|