What are the reasons my Home or Business Phone Service was rejected during transfer?
There are many factors that can contribute to the delay or rejection of a phone line service transfer. Possible reasons for rejection are available below:
Disconnected service: The number is currently disconnected or not billing on the Telstra Public Switched Telephone Network (PSTN). You should transfer the service to Telstra and convert the service to a Standard Telstra PSTN service (equivalent to the ACN Phone Service). Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Incorrect ASD: Service number is not found to be billing on the Telstra PSTN network. You should transfer the service to Telstra and convert the service to a Standard Telstra PSTN service. Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Service Ported to another ASD: This service is no longer billing on the Standard Telstra PSTN Network. You must transfer the service to Telstra and convert the service to a Standard Telstra PSTN service. Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Disconnected number: This number may be disconnected or billing under the Optus cable network. You must transfer the service to Telstra and convert the service to a Standard Telstra PSTN service. Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Service number not found: The number is currently disconnected or not billing on the Standard Telstra PSTN network. You must transfer the service to Telstra and convert the service to a Standard Telstra PSTN service. Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Different SP is lessee: The number is not currently billing on the network provided on your application form. Please check and ensure all details are correct. To correct or update your information please call Customer Service on 1300 881 778.
Restricted access service: Service is a special product provided by Telstra under special circumstances that may not be transferred away e.g. Telstra’s Incontact Product. Service is unable to be transferred to ACN unless you convert the restricted line to a Standard Telstra PSTN line. Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Telstra services: This number is owned by Telstra and cannot be brought over to ACN. You need to request ownership of this number with Telstra and convert to a Standard Telstra PSTN service before ACN can resubmit the order. Once this has been completed, please call Customer Service on 1300 881 778 to resubmit your order.
Pending service change: Customer has an OPEN request for provisioning on the line. For example a Relocation of Service order, addition of line features like Messagebank or ADSL. The customer needs to confirm with their current Service Provider (SP) or Internet Service Provider (ISP) that there are no open orders. Any resubmission with an open order will fail to transfer. Once the order has been completed and booked off, please contact Customer Service on 1300 881 778 to resubmit your order.
Indial Service or Extension: Service Number is not a Prime Service Number and is part of an ISDN or Line Hunt group. Service number must be a Prime Service Number for a successful transfer or ACN. If this is in a Line Hunt group number ACN must transfer the whole group successfully.
