COVID-19 Information Hub

As the global telecom industry manages the impact of COVID-19, find out how we're evolving our network and processes in response, and what this means for your end-customers.

 


Number porting

Australian number porting

CAT-A porting
Recommenced 06 April 2020

Telstra resumed activity for LNP CAT-A and CAT-C (as the Donor Carrier) requests on 6 April 2020 and they continue to deliver to agreed service levels.

CAT-C porting (Telstra as the Losing Carrier)
Recommenced 18 May 2020

Since recommencing CAT-C Complex porting on Monday 18th May, Telstra Wholesale has made good progress processing the backlog of LNP requests.

Backlog & New Requests: Symbio has been working with closely Telstra Wholesale’s Management team to clear the backlog and manage new requests. Symbio has released all pending PNV and CNA requests to Telstra. These are currently being processed by Telstra.

Port Processing: From Monday 29 June, Telstra Wholesale will increase the Port processing capacity (i.e. PNV and CNA) of their new On-Shore porting teams to pre-freeze levels (BAU steady state).

Port Cutovers: The current bottleneck within Telstra is being caused by capacity constraints within their Engineering team who implements the actual port cutover. From 29 June, Telstra’s daily booking capacity allocated to Symbio will increase from 7 to 14 ports per day (or 38% to 75% of their normal capacity).

Port Scheduling: Symbio will continue to process port requests on oldest to newest basis. Symbio appreciates, and thanks you, for your continued cooperation and flexibility with Port window rescheduling. To ensure the backlog is cleared as quickly as possible we request you to be ready to accept the ‘next available’ window (whatever date/time that is). We expect to be able to provide 2 to 3 weeks’ notice. Our Porting Team will be in contact with you, via the corresponding ticket, to provide details of the new porting windows as they become available.

Telstra will be closely tracking their progress in the next month. Symbio will be able to release a status update in mid-July based on feedback from Telstra.

Symbio will continue to work closely with Telstra to ensure our interests, and most importantly those of our Customers, are well represented.

Symbio LNP Status Update

There has been no interruption to our porting activities. We continue to process all non-Telstra porting requests (port in / port out) in accordance with the LNP lead times.

Emergency Services

Telstra has advised LNP activities related to Emergency Services will be considered on a case by case basis. If your customers do have a legitimate request, please submit to Symbio via our Porting Escalations email address (portingescalations@mnfgroup.limited).

Other porting continues

Only Telstra porting is affected. Ports from other carriers, such as Optus and TPG, continue, although you may experience significant delays. 

The Symbio porting team are based in Australia and continue to operate. We are working extended shifts to clear backlog and ensure continuity. 

 


Legacy phone and internet

ISDN, PSTN and ADSL services

 

  • ADSL, ISDN and PSTN disconnections have been suspended, with no date provided for this to recommence
  • End customers can continue using these services for the time being
  • Service providers are advised to plan to move customers to SIP Trunks or Hosted Voice and NBN or Fibre 

 

 


Customer service

Customer support hours 

  • Telstra helpdesk has reduced support hours
  • Symbio support hours remain the same, and in many cases we are working extended hours to resolve faults - please be mindful of significant support volumes at this time
  • Where we need to work with Telstra to resolve a fault, the service time may be significantly longer than normal

 

Last updated July 15, 2020