# Porting rejections

> Why a losing provider rejects a port, what each rejection code means, how to fix it and how to dispute it.

- URL: https://kb.voipcloud.online/services/number-porting/porting-rejections/
- Section: Services › Number porting
- Type: troubleshooting
- Applies to: Australia
- Last reviewed: 2026-11-09

## Symptom

Your port has stopped and the porting team tells you it was rejected, usually with a code such as **017** or **004**. A rejected port doesn't continue until the problem is fixed and the port is resubmitted. Rejections attract rejection charges.

The losing provider rejects a port when its validation checks fail. These checks are set by the Communications Alliance industry codes, and every detail on the application must be 100% correct to pass. The porting team only receives the code, not the full reason, so you usually need to ask your current provider what went wrong.

## Rejection codes at a glance

| Code | Meaning | Port types | Fix |
| --- | --- | --- | --- |
| [003](#003-inactive-service) | Inactive service | CAT A, CAT C | Ask the provider to reactivate the number, then resubmit. |
| [004](#004-pending-disconnection-or-disconnected-service) | Pending disconnection or disconnected service | CAT A, CAT C, mobile, 1300/1800 | Ask the provider to restore the service or clear the pending disconnection, then resubmit. |
| [005](#005-complex-service) | Complex service (for example ISDN, line hunt) | CAT A | Find out what the complex service is and resubmit as CAT C. |
| [010](#010-service-number-ported-to-another-asd) | Number already ported to another carrier | CAT A, CAT C, 1300/1800 | Ask your current provider which carrier the port must go to, then resubmit. |
| [017](#017-telephone-number--account-mismatch) | Telephone number / account mismatch | CAT A, CAT C, mobile, 1300/1800 | Get the correct account details from the provider and resubmit. |
| [042](#042-pending-port-out-request) | Another port is already pending | CAT A, CAT C, 1300/1800 | Have the other port withdrawn, then resubmit. |
| [PNV: additional numbers](#pnv-additional-numbers) | Linked numbers missing from the application | CAT C | Choose port and keep, port and cancel, or disassociate. |
| [PNV: part of a range](#pnv-numbers-part-of-a-rangeblock) | The number is part of a number block | CAT C | Choose port and keep, port and cancel, or disassociate. |

## Minimise the risk of rejection

Before you submit, contact your current provider and confirm:

- all account details are correct;
- you own the number (see [017](#017-telephone-number--account-mismatch));
- the numbers are active, with no pending activity or disconnection;
- whether the port must be CAT A or CAT C (see [CAT A and CAT C porting](https://kb.voipcloud.online/services/number-porting/cat-a-and-cat-c-porting/));
- every linked number that must be ported together (see [additional numbers](#pnv-additional-numbers) and [ranges](#pnv-numbers-part-of-a-rangeblock));
- the numbers are ready to port.

Ask for written confirmation, or a case reference number for phone calls. You'll need it as evidence if you dispute a rejection.

If you need to change the account or the services on the number, do it before you submit, and have the provider confirm it won't affect the port. Changes made during a port can get it rejected.

## When to contact support: disputing a rejection

If your current provider told you something that shows the rejection is wrong, the porting team can raise a dispute with the losing provider and carrier for you.

1. Add a comment on your porting asking for a dispute.
2. Attach your latest invoice and the provider's written correspondence, or give the case reference number of your phone call.

Without evidence, the losing carrier will usually say the rejection stands. While a dispute is open, the port can't be resubmitted. How long a dispute takes depends on the losing carrier.

A dispute doesn't guarantee the rejection is reversed or the rejection charge is credited, even with evidence. If the losing provider gave you wrong advice, you can show them the evidence, complain to their management and ask them to refund the rejection charge. They don't have to.

## What the losing provider checks

### CAT A ports

Under the Local Number Portability Code, the losing provider runs simple notification advice (SNA) validation. The number must:

- be issued;
- be a simple telephone service;
- not already be ported to another carrier;
- not be disconnected or pending disconnection when the request arrives;
- have a customer authority date no more than 90 calendar days old;
- have no other port pending.

If a check fails, the losing provider rejects the port with a code. The most common CAT A codes are 003, 004, 005, 010, 017 and 042.

### CAT C ports

**Pre-port number validation (PNV).** The losing provider and losing carrier share the porting information and check:

- the number belongs to the account number given;
- the number or service isn't cancelled or pending cancellation;
- there's no pending activity affecting the port;
- every linked number is being ported together.

If the information is wrong or incomplete, the losing carrier rejects the PNV and says why.

**Complex notification advice (CNA).** Once the PNV is accepted, the losing carrier checks that the number:

- is issued;
- is linked to an active complex or simple service;
- is being ported with all its linked numbers;
- hasn't already been ported to another carrier;
- isn't disconnected or pending disconnection;
- has no other pending activity or port.

If a check fails, the losing carrier rejects the port with a code. The most common CAT C rejections are 003, 004, 010, 017, 042, PNV additional numbers and PNV part of a range.

### Mobile ports

Under the Mobile Number Portability Code, the losing provider confirms:

- it holds the mobile number;
- it issued the mobile number;
- there's no accepted port or transfer already on the number;
- **prepaid:** the date of birth matches its records;
- **postpaid:** the account name and number match its records.

If a check fails, it sends a coded rejection. The most common mobile codes are 004 and 017. See [Mobile number porting](https://kb.voipcloud.online/services/number-porting/mobile-number-porting/).

### 1300 and 1800 ports

Under the Inbound Number Portability Code, the losing provider checks that the number:

- is issued;
- is linked to the service account details given;
- hasn't already been ported to another carrier;
- isn't disconnected or pending disconnection;
- has no other port pending.

If a check fails, the losing carrier rejects the port with a code. The most common codes are 004, 010, 017 and 042.

## Likely causes and fixes

### 003: Inactive service

**Cause:** the number is inactive in the losing provider's system. This usually happens when the provider deactivates the service the number is attached to, for example when an internet service bundled with the number is disconnected.

**Fix:**

1. The account holder contacts the losing provider to find out why and to get the number reactivated.
2. For a CAT A port, the number must be put on a postpaid (ongoing) exchange-based diversion, or another setup the provider recommends.
3. Once the provider confirms the number is ready to port, resubmit.

### 004: Pending disconnection or disconnected service

**Cause:** the number is disconnected, or has a disconnection pending. Code 004 covers both. If the number still rings when you call it, there's probably a pending disconnection, for example:

- a future-dated disconnection order;
- an NBN disconnection or move order;
- the number is on a **prepaid** exchange-based diversion (EBD). These are always rejected as pending disconnection.

**Fix:**

1. The account holder contacts the losing provider to find out why, and to restore the service or clear the pending disconnection.
2. Once the provider confirms the number is ready to port, resubmit.

### 005: Complex service

**Cause:** a CAT A port was submitted for a number attached to a complex service. CAT A only covers single-number services. Complex services include ISDN, line hunt, fax services, number blocks, ADSL services and Telstra DOT services.

**Fix:**

1. The account holder contacts the losing provider to find out what the complex service is, and whether other numbers are linked to the account.
2. Resubmit the port as CAT C, including any linked numbers. The provider may be able to remove the complex service instead, but resubmitting as CAT C is the safer option.

### 010: Service number ported to another ASD

**Cause:** the number is no longer with the losing carrier because it has already been ported to another carrier. This can happen if you recently ported the number to a different provider and the numbering system hasn't caught up. The rejection rarely names the new carrier.

**Fix:** ask your current provider which carrier the port must be sent to, then resubmit.

### 017: Telephone number / account mismatch

**Cause:** the details on the application don't match the losing provider's records for the number.

**Fix:**

1. Check every detail on the application against the invoice you uploaded. This is the easiest way to avoid a mismatch.
2. If they match, the account holder contacts the losing provider to find out which detail is wrong and get the correct information.
3. Resubmit with the corrected details.

**Note:** **1300 and 1800 numbers:** some providers lease a 1300 or 1800 number to the account holder. In that case the account holder doesn't own the number and can't authorise the port, so it's rejected as a mismatch. If you're not sure, ask your current provider to confirm you own the number and that it can be ported.

### 042: Pending port out request

**Cause:** another port request is already open on the number. The losing provider can only action the first port that passes validation, and must reject any later ones until that port completes or is withdrawn.

**Fix:**

- **You started a port with another provider:** ask that provider to withdraw it. Then check with the losing provider that the number is ready, and resubmit.
- **You didn't start another port:** it was probably started further upstream, for example by a change of carrier. Ask your current provider to query it with their upstream carrier and have it withdrawn. Once the losing provider confirms it's withdrawn and the number is ready, resubmit.

### PNV: Additional numbers

**Cause:** CAT C ports are all or nothing. Every number linked together must be on the same application and port together. For example, if 20 numbers share one hunt group, all 20 must port in the same batch. If the losing provider finds linked numbers that aren't on the application, it rejects the port and sends the list of extra numbers.

Common surprises are numbers attached to an ADSL or NBN connection, and internal routing numbers. These often don't appear on your invoice because they aren't billed directly.

**Fix:** tell the porting team which option you want:

| Option | What happens |
| --- | --- |
| **Port and keep** | The extra numbers are added to the port and kept on your account. |
| **Port and cancel** | The extra numbers are ported with the rest. After cutover, you cancel the ones you don't need in **Services** › **Phone numbers**. |
| **Disassociate** | The extra numbers stay with your current provider. You arrange with them to disassociate the numbers first. This must be finished before the complex notification is sent, or the port is rejected again. |

For port and keep or port and cancel, the port is resubmitted once you confirm. Choose disassociate if a number must stay with your current provider, for example because it's attached to an active NBN service.

If you believe the extra numbers aren't linked to your account, or you'd already arranged to disassociate them, ask the losing provider to fix it. Once they confirm, the port can continue.

### PNV: Number(s) part of a range/block

**Cause:** the number is part of a number block or range, so the whole range must be ported together. The losing provider rejects the port and sends the range the number belongs to.

**Fix:** choose **Port and keep**, **Port and cancel** or **Disassociate**, as in the table above.

If you don't own the whole range, your provider may have bought the block to share among its customers and never disassociated your number. Ask the losing provider to disassociate it from the range and confirm it's ready to port. Then resubmit.

## Related

- [Porting overview](https://kb.voipcloud.online/services/number-porting/porting-overview/)
- [CAT A and CAT C porting](https://kb.voipcloud.online/services/number-porting/cat-a-and-cat-c-porting/)
- [Porting FAQs](https://kb.voipcloud.online/services/number-porting/porting-faqs/)