Porting to Tronic Cloud

Q. What costs are involved in number porting (transferring a number to Tronic)?
There is a once-off porting fee to transfer each number ($35 per Category A/simple port) or group of numbers ($250 per Category C/complex port) or $65 for a 13/1300/1800 Number.

Once a number has been transferred to Tronic, there is no ongoing cost except if you have already used up the total number of DIDs included on your plan – then it would be charged at the excess rate of $2.50-2.00 per month, per number (dependent on your plan).

Q. Which providers can Tronic port numbers from?
Tronic is able to port phone numbers from most Australian carriers and VoIP providers. We regularly port numbers from Telstra, Optus, AAPT, Vocus, Symbio Networks, and many more.

Q. How long does the process take?
The time it takes to port a number varies, but the typical port time is 1-2 week for Category A and 4-8 weeks for Category C.

  • Category A ports – 1-2 weeks on average
  • Category C ports – 6-8 weeks on average
  • 1300/1800 Number Ports – 1-2 weeks on average

Once the port has been approved a cutover date and time will be allocated and Tronic will advise you of this. In some cases, Tronic will advise that you can specify your own cutover date.

Q. Will my number experience any down time?
Yes, during the cutover window, where your number is moving from your losing carrier to us, your number will be unreachable. Normally, downtime is only a few minutes per number, but on rare occasions, can be up to 4 hours.

Q. What can delay a number port?

  • Providing incorrect details, or details that don’t match the previous providers account records will cause the port to fail, which can significantly delay a number port. 
  • For a category A port, having complex services on a line (line hunt, fax stream, etc.) will cause the port to fail and can significantly delay a number port.  Such services must be removed before porting.
  • Number porting agreements between different carriers have different agreed turnaround times.  Certain carriers simply take longer than others to respond to porting requests.

Q. Where do I find my Account Number as requested on the Port Authority form?
For standard geographic phone numbers (i.e 07, 02, 03, 08) and toll-free and free call numbers (i.e 13/1300/1800), this is just the account number on your bill. You will need to provide a copy of your phone bill for verification purposes.

Q. What is a “Complex Service”
A complex service or Category C is a type of phone service or add-on that can prevent numbers being ported, or prevent a number port from being eligible for “Category A” porting.Some examples include….

The line or number being part of a “hunt group” (must be removed from the hunt group first, may be diverted in the meantime)
An ADSL internet service being present on the line (must be moved to another line or removed first)
A Faxstream service being present on the line (must be removed first)
The phone number being delivered over ISDN (must be ported with Category C)

Q. What will happen to the line my number is associated with?
Once the port in has been completed, the existing telephone service will cease to function. This will also mean that any services connected to the line such as Broadband Internet or monitored security systems will be disconnected. You should check with your service provider to ensure you will not incur early disconnection fees as a result.

Q. If the port is rejected, am I still charged?
If your port is unsuccessful, it means that the details you have provided do not match the losing carrier’s records, or the carrier is providing you with “complex services” on your numbers which need to be removed first. There is an $25 fee per number rejection for Cat A and Cat C.
Please make sure your details are 100% correct before submitting the port. Rejections start the process from the beginning, resulting in a waste of time (and potentially a very large bill for a 100-number Cat C port) if care is not taken to begin with. To be clear, the number port rejecting fee is per number, so if a 100 number range port is rejected, the rejection cost will be $1,800.00.  This cost is directly incurred by Tronic for a rejected port and cannot be waived under any circumstances.

Q. Can I port my number back to a different carrier or my original carrier?
You can port away from Tronic any time. You may need to provide your new carrier with the account number shown on your Tronic invoice. Please contact your carrier for further information.

Note that if your number port to Tronic has just been completed and you need to return it to the previous carrier, this can sometimes be done with an emergency port reversal.  These have very small time windows (within hours from the port completion) and have a cost associated with doing so. Please contact our support team immediately if you need to request a port reversal.

Q. Once my number is ported, what happens?
The number will be listed within the DID (Direct In Dials) page of your Tronic portal. This number will function like any other Tronic allocated number, and can be used in conjunction with any Tronic extension, Fax, or Hosted PBX service.

 

Category A number ports are applicable only to single/standalone numbers delivered on…

  • PSTN fixed phone lines (a standard, single port “phone plug in the wall” – the same as is typically found in a residential phone service) with no complex services (see below)
  • NBN Phone services, where the service is delivered from the “Phone” ports on the NBN NTU
  • Porting from most other VoIP providers (see below for exceptions)

Category C number ports are applicable to any numbers that…

  • Are delivered over an ISDN / PRI service
  • Include a number range (10-range, 100-range, etc.)
  • Are being ported from Telstra DOT (even if it’s a single number)

If any of your numbers being ported require Category C porting, we generally recommend setting Category C for all of your numbers on the port.

This way, all of your numbers will be processed as a single port, so they will all fall under a single Category C porting cost and will be processed at the same time.