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Order Query

Rejections - Unable To Provision Order

Spintel is unable to connect the service and the order is rejected from our wholesaler

We contact customers or customers contact us regarding the reason of the order rejection.

Phone Connection Related Rejections

No Inplace: Telstra


  • Previous inplace could not be located
  • No active inplace installed at the premise yet


  • Ask the customer to perform CLI check to help locate previously connected service. CLI check numbers are 127 22 123. If there is no dial tone or no number is retrieved from the CLI check, it means a previously connected service may have been re-allocated or never previously connected. In this case, a new connection is required, with a technician appointment at a cost of $299. Customer needs to agree to the new line cost before proceeding with the order.
  • When a CLI number is obtained, note the number in the order and restore it.
  • If the customer agrees to the $299, note it in the order and restore it.
  • Leave the order cancelled if the customer does not agree to the new line charge.

How to perform CLI Check:

  • Plug in a handset to each available socket
  • Dial the CLI number 127 22 123
  • Record the number given by the automated message

Note: Please ask the customer to perform the CLI check and not just take any number provided by the customer.

CSN –Not Active (Customer Service Number not Active)


There are a number of possible reasons:

  • Customer could have filled out the online application incorrectly.
  • Sales representative has taken the phone number down incorrectly.
  • Customer may have just moved in and doesn’t have the phone connected yet.
  • The phone number has just been connected by Telstra and is not in the database yet.


  • Confirm phone number and address and make sure they are recorded correctly. Also, ensure that the area code is correct: 02 for NSW, 03 for VIC and TAS, 07 for QLD, 08 for WA, SA and NT.
  • If the customer has made an error on the application form, update the details and resubmit the application so our ordering department can provision the service.
  • If the phone line hasn’t been connected yet, submit an application for a phone line connection. The cost of the connection will vary between $59 and $299, depending on the amount of work required.
  • Set the service status to ‘Unprovisioned’.
  • Add appropriate notes to the order.

Number or Address not Found


There are a number of possible reasons:

  • Customer could have filled out the online application incorrectly.
  • Sales representative could have taken the phone number down incorrectly.
  • The customer’s previous address could have been connected under a different listing; sometimes Telstra has different records.
  • The customer’s premises could have been known under a different address before; the address could have been changed recently by the local council.


First, confirm the customer’s phone number and address details are correct (as described in the previous scenario).

  • If all details are correct and the phone line had been connected before the customer moved in, ask the customer what the previous phone number was; if they don’t know, they can find it out from their real estate agent.
  • Perform a CLI check. A CLI check is carried out by asking the customer to plug a handset into the socket and dial 127 22 123; it will play back a recorded message with the previous phone number connected to the premises. Then we can identify the line and get it connected.
  • If this fails, then a new phone line will need to be connected at the cost of $299, as the property has never had an inplace connection or the previous inplace connection is no longer intact.
  • Set the service status to ‘Unprovisioned’.
  • Add appropriate notes to the order.

Connect Outstanding (CO)


Connect Outstanding is an industry code developed by ACIF to ensure that people’s phone lines are not wrongly disconnected.

For example, if someone wants to connect the phone after moving into a new rental property, but the previous tenant didn’t disconnect their phone, the Connect Outstanding process is used to bypass this.

As we don’t own the existing line at the premises, we can’t do anything to disconnect it ourselves.


  • Request from the customer a proof of residency at the address where they want to connect a phone line; this makes it possible for the existing line at the premises to be disconnected. Proof of occupancy  is either the lease agreement or the purchase agreement.
  • Once we sight the proof of occupancy, we inform Telstra they can proceed with completing our customer’s connection order. Telstra will (as a mediator) notify the current phone service provider at the address about the new connection request. The provider then has two business days to respond to Telstra confirming or denying their customer has moved from the address. If the provider confirms the customer has moved, the line is disconnected and our customer’s connection goes ahead. If their customer hasn’t moved, our customer may have given us incorrect address details.
  • Set customer’s expectation that the CO process can take up to 10 working days for standard PSTN connections or 10-14 working days for ULL, as certain allowances and timeframes are required by law.




  • The address is not currently available in Telstra's core system. This maybe because the premise is located in a new state or subdivision, or the address has recently changed or updated (e.g. knock down/rebuild) and the proposal or lot numbers have been modified in some way.


  • Ask the customer to provide a sitemap or lot number with development plan (DP) or road plan (RP). This information can be obtained from the real estate agent, builder/developer, or the customer's local council.
  • When the document is received, upload the document to Station.
  • Add notes to the order.
  • Restore the order.


Pending Order


  • Order has been placed on hold due to the customer has an active order in-progress with another provider. This includes changes requests with the customer's service with their current provider.


  • Ask the customer to call the code test number on 1 800 150 436 to check for pending orders and who it is with.
  • Advise the customer to contact the current provider and have the pending order fully withdrawn or completed.
  • When the order is confirmed withdrawn or completed, add appropriate notes and restore the order.

TWA (Telstra Wholesale Account Number)


In order for us to transfer the phone number and set up an ADSL or ADSL 2+ Internet service simultaneously, with no downtime for the customer, we need the customer’s TWA (Telstra Wholesale Account) number.


  • The TWA number can be found at the top of the customer’s bill and normally starts with ‘2000’.
  • If the customer’s phone service is not with Telstra, we send a request to their provider to provide us with the customer’s wholesale account number..
  • Once we receive the TWA number, set the service status to ‘Unprovisioned’.
  • Add appropriate notes to the order.

ADSL Connection Related Rejections

No Ports for ADSL/ADSL 2+ (Telstra)


There are no available ports at the exchange.


  • Offer an alternative product such as NBN, WBB or MBB.

No Ports for ADSL 2+ (Optus)


There are no available ports at the exchange.


  • Offer an alternative product such as NBN, WBB or MBB.
  • We can test for available ports daily through an automated system.
  • Advise the customer that a port can sometimes become available the following day, but it could be a week or a year – a definite timeframe cannot be specified. Usually a port becomes available within a couple of weeks, but we cannot give the customer any guarantees.
  • Set service status to ‘Unprovisioned’.
  • Add notes to the order advising that the customer would like to be on the port waiting list.

Exchange not Enabled


This occurs when a customer wants to get an ADSL 2+ (OPTUS) service, but the exchange doesn’t have any Optus DSLAMS.


  • Offer customer ADSL2+ THROUGH Telstra Infrastructure if available.
  • Offer WBB or MBB.
  • Submit an application for the plan the customer selects.

Transmission Loss (TLOSS)


Transmission loss, meaning the physical line is too far away from the exchange to receive a signal strong enough to support the service, irrespective of the provider.


  • Offer a WBB or MBB service, as this would be their only option.
  • Add appropriate notes to the order.

PGS/RIM (Pair Gains System or Rim)


PGS is a system installed by Telstra at the exchange and it cannot be changed by request. This can affect either just the ADSL2+ service or both ADSL1 and ADSL2.


  • If PGS/RIM affects only ADSL 2+ speeds, offer the customer an ADSL1 plan.
  • If PGS/RIM also affects ADSL1, we can try to do transposition; it means we look at what can be moved or changed around to get the connection. You may also see this as an alternative path check.
  • If the above doesn’t solve the problem, offer the customer a 4G service.
  • Set the service status to ‘Unprovisioned’.
  • If the customer wants to try transposition, add appropriate notes to the order.

Rejection Due to Other Reasons

More Information Required


Provisioning has tried to submit a credit check, but didn’t have enough information to access the customer’s credit file.


  • Ask the customer to send in a copy of a photo ID (drivers licence or passport). They can either email a scanned image to, or they can fax a copy to 1300 300 374.
  • Once we receive a copy of the ID, set the service status to ‘Unprovisioned’.
  • Add appropriate notes to the order.

Veda Fail or Credit Check Failure


Customer did not pass our credit checking procedure. This is either because they have an unfavourable credit file, or due to bad payment history with SpinTel.

Essentially, the customer has been identified as a credit risk to our company, and we will not be proceeding with their order.

These customers occasionally call and want more information. You can advise them that they didn't pass our credit checking procedure. If they wish, they can request a copy of their credit file from Veda Advantage.

How to restore a cancelled order?

  1. Click 'By Order'
  2. Click the order number
  3. Add necessary order notes
  4. Click the service IDs of the services to be restored
  5. Click on 'Restore Cancelled Service'
  6. Click on 'Proceed to Confiuration'


Connect Outstanding
CSN Customer Service Number
DOB Date of Birth
DP Development Plan
FNN Full National Number
POO Proof of Occupancy
TWA Telstra Wholesale Account Number
RP Road Plan


Note: for rejection reasons that are not in this document and there is not enough notes in the order explaining the rejection reason, please course the issue to the floorwalkers/Team Leads so that it can be asked from Provisioning.


This knowledgebase contains helpful guides which cover a wide range of topics.


Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

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Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.



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