Port In - Port Out

Use this KB article whenever a caller wants to bring a phone number from another company. A port cannot be done from Gen Mobile to Gen Mobile. 

A port in would take up to 24 hours. After that time, assistance from the port department might be needed. Please review common errors in "Check Portability" for further info about port errors and how to fix them on your own.

PORT IN WITH AN EXISTING ACCOUNT

Ask for the phone number to be ported in (the one the customer wants to bring from another carrier) and click on "Check Portability." to confirm if it is eligible.

2. SIM Card

Once you confirm that the phone number is eligible to be ported in. Verify if the current device is eSIM compatible, and if it is, then proceed with the port request with eSIM. 

If the device is not compatible with eSIM and the current carrier is DISH, then a blank COLD SIM card must be sent. 

The blank SIM card is not required for TMB and TELGOATT carriers, you can use the same one on the account. 

You can also go with a network swap if needed when doing the port-in process.

For e-SIM, the checkbox must be activated, the IMEI field filled, and the "Old Esn Status" as "Make the old ESN/SIM available in the inventory." For network swap, follow KB article "Gen Mobile | Carrier / Network Swap" for further instructions. 

3. Start port in
After going through the SIM card requirements, the porting process can begin. You need to fill out the following:

-Account Number: (Account number from the other carrier)
-Password/PIN: (Password or PIN from the other carrier)

-Street type: might be needed sometimes, just place the same address denomination:

if 123 Main Street, the street type is ST
If boulevard, street type is BLVD

Make sure to put the same that is on the address, for example:

-. DRIVE - DR

-. STREET - ST

-. AVENUE - AVE

-. BOULEVARD - BLVD

-. BRIDGE - BRG

-. HIGHWAY - HWY

-Street Direction: might be needed sometimes, you can write any of the eight basic compass directions, abbreviated as follows:

-. N, S, E, W, NE, NW, SE, or SW

-Swap Type: Complete swap as soon as port-in completes

New Activation (No existing account) 

Whenever a PP account is going to be created with a port in using a blank SIM card, follow the process below: 

1. On Telgoo5, look for the left-side menu under "Prepaid/Postpaid Orders" and select "New Enrollments."

2. Enter the ZIP CODE in which the account will be active.

3. Enter customer personal information such as name and address. If the customer refuses to provide this information, then you can enter "Unknown" for the name and "Unknown123" for the address. 

4. In order Type, make sure to select "Portin"

5. Ask the customer for the phone number to port in, and click on "Check Portability" to confirm if it is compatible with us and select the carrier the account will be under (must be compatible with the SIM card). 

Don't forget to check on the KB article "Gen Mobile | PORTS ERRORS" to find out more about port errors.

6. If the phone number is eligible, then you will need to enter the port-in information from the previous carrier. You can click on "Information copy from above" to copy personal information if you will be given the same address for the account creation. Here you can also select if this is an e-SIM by selecting the checkbox "IS eSIM?" and entering the IMEI. Then you will need to fill out the following:

-Number to port
-ESN/SIM/IMEI with SIM card number (which needs to be in the inventory)
-Account Number
-Account Password (PIN)

PORT OUT

We must follow the KB article "Gen Mobile | Caller asking for Account Number or PIN number" if a customer calls to request their information to port out. This process involves identifying the reason for the port-out and, if one is given, making a retention effort to keep the customer with us.

If we are unable to retain the customer, then we must add to the notes the reason for the port-out and provide an empathy statement when the customer confirms they will leave Gen Mobile.

Then provide the account number and the PIN that they use to verify the account (BAN for TELGOOATT carriers).

• 4/17/2026. Updated by Gustavo Hernandez. Added that ports cannot be done from Gen Mobile to Gen Mobile. Added port timeframe of 24 hours. Added that agents must ask for the phone number to be ported in to check eligibility prior to sending a SIM card. Updated procedure to match with eSIMs. Enumerated steps for clearer guidance. Added related KB article links. Enhanced port-out procedure. 
• 4/24/2026. Updated by Gustavo Hernandez. Added eSIM capability to the current device prior to sending the physical SIM.