Main Page/Provisioning//Telstra 3G Provisioning Errors

Common Telstra 3G Provisioning Errors

Below is a common list of Telstra 3G errors and what action to take in each circumstance. Please remember in all circumstances we send a request to Telstra, and they respond. In many cases we have no control over the response sent. We can help you liase with the LOLIG Support team initially, however if it is a Telstra issue and it is not being resolved in a timely manner, your next point of escalation is your Telstra Account/Operations Manager.

If you buy your 3G services from a Wholesaler who uses the Emersion System, your first point of contact should be through them, and all communications should additionally be channeled through them. The Wholesaler will then liase with Emersion directly if required.

• Port Process rejected with the following description: LCSP and GCSP are the same. This will occur when the number has already been provisioned under Telstra Account, then somebody else tries to provision the same number in cumulus. It will fail as the LCSP (Losing carrier/service provider), is the same as the GCSP (Gaining Carrier/Service Provider). It is not possible to provision the same number twice. You should check for active subscriptions already in the system for your number. The subscription that has failed should be aborted.

• SIM is not available in SRM This error generally means that the SIM has been allocated to another number already. You should obtain another SIM card number, enter it against the service subscription, then click retry provisioning. If you are convinced this is not the case, you should contact Emersion. Provide them the SIM card number you tried to use, the phone number you tried to allocate against it (if applicable), the date of your request, a copy of the error message.

• During SQ, receive an error stating Mobile Service 6142 xxx xxx not available If you are convinced this is a valid number, contact Emersion and will send a request to the LOLIG support team to rectify.

• During the cancellation of a number, an error received states: "The account service status must be Active or temporarily Suspended". Telstra have sent back a msg stating that the number can either not be found, or it may already be cancelled. If you are convinced this number is active in LOLM, contact your supplier or Emersion and we will liase with LOLIG support. Please provide the service number, the time of the attempted cancellation, screenshots and error messages, and ideally a screenshot from LOLM where possible proving it is active in this system.

• Next valid action for PCR is submitPortCutoverNotification or submitWithdrawal . Have a look at the status of the PortCutOver Notification acknowledgement in LOLM. If it is rejected, and the losing carrier is Optus, this is a common problem porting Optus numbers. You should refer your issue to Telstra LOLIG support.

• Soap Request failed with code:4999 | Message:com.telstra.common.coresystems.mica.exceptions.MICAException: CorbaHostClient.execTrans() : Transaction PAE failed with : Failed getting reply from Queue [QPMNP.WMC.SENDQ.A01] This is an internal Telstra error unrelated to Emersion. If you click retry provisioning it should kick things off again.

• Soap Request failed with code:4830 | Message:ACCOUNT related history failed. Transaction failed. We are still yet to receive feedback from Telstra on the specific meaning of this error. However retrying provisioning will often result in successful provisioning.

• MobileService_reactivate - Soap Request failed with code:3062 | Message:Cannot reactivate an active service. . During an attempt to unsuspend a service, telstra replies with a message claiming the service is already active. If this happens, check in LOLM whether service is in fact suspended. If not, suspend the service, then unsuspend via Cumulus. If the service is already suspended despite this message, contact us and we will pass onto LOLIG team. Please send screenshots of LOLM, in addition to the account ID, service ID, service identifier, a copy of the error message from the provisioning logs.