Connection Tracker Guide
Your real-time dashboard for tracking every connection. Understand each column, read the status colours at a glance, and know exactly when to raise an issue.
Read the colours
Understanding the status indicators
Every step shows a colour-coded status. A service row turns fully green and moves to Connected once every step has passed.
Step completed successfully.
Action: none needed.
Step is pending or in progress.
Action: monitor and allow time to complete.
Scheduled but not yet run. Normal before and during connection day.
Action: allow time to progress.
Not applicable for this connection type and will not run.
Action: none required.
Two ways to view
Basic View vs Advanced View
Basic View is a high-level summary for day-to-day monitoring. Switch to Advanced View to expand Network Setup and Portals into individual steps.
| Date | Customer | Quote Ref | Type | Pre Check | MNP | Network Setup | Portals | Billings | Connected |
|---|---|---|---|---|---|---|---|---|---|
| 08 Jul | Harbour Cafe | ZQOZZ | Port | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| 08 Jul | Delco Ltd | ZQ1AB | New | ✓ | – | ⋯ | ✓ | ○ | ○ |
| 08 Jul | Riverside Gym | ZQ7KP | Port | ○ | ⋯ | ○ | ✓ | – | ○ |
| 08 Jul | Novara Group | ZQ3MN | Renewal | ✓ | ✓ | ✓ | ⋯ | ✓ | ○ |
| Date | Customer | Type | ◄ Network Setup ► | ◄ Portals ► | Connected | |||||
|---|---|---|---|---|---|---|---|---|---|---|
| EENOI | EENAC | EEFUR | O2PIN | Acct Data | my.plan | CopyCaps | ||||
| 08 Jul | Harbour Cafe | Port | ✓ | ✓ | ✓ | – | ✓ | – | ✓ | ✓ |
| 08 Jul | Delco Ltd | New | – | ⋯ | ○ | – | ✓ | – | ✓ | ○ |
| 08 Jul | Riverside Gym | Port | ⋯ | ○ | ○ | – | ✓ | – | ✓ | ○ |
Quick look-up
Status, meaning & action needed
The fast reference for a busy connection day.
| Status | What it means | Action needed |
|---|---|---|
| ✓Green | Step completed successfully. | No action needed. |
| ⋯Amber | Step is pending or in progress. | Monitor. Only escalate if still amber by 4pm on connection day. |
| ○Grey | Scheduled but not yet run. Normal before and during connection day. | Allow time. If grey on connection day for Pre Check, contact support immediately. |
| –Dash | Not applicable for this connection type and will not run. | No action required. |
The essentials & column guide
Getting started
Open only what you need, when you need it.
What is the Connection Tracker?▸
The Connection Tracker is your real-time dashboard for monitoring the provisioning status of every service your customers have scheduled. It shows you exactly where each connection is in the workflow, from pre-checks through to billing confirmation, so you can track progress and act quickly if something needs attention.
Using the tracker before connection day▸
You can check the Connection Tracker before connection day. This is encouraged so you can confirm everything is scheduled correctly.
Before connection day, steps show as grey, meaning scheduled and waiting. Status icons only begin to change on the day of connection when provisioning starts.
Steps showing a dash (–) are not applicable for that connection type and will not run at all.
Two ways to view your services▸
Basic View – a high-level summary of each provisioning stage. Default view, ideal for day-to-day monitoring.
Advanced View – expands Network Setup and Portals to show individual steps. Use it to pinpoint where an issue occurred.
Column-by-Column Guide (Basic View)▸
| Column | What it means | What to do if there's a problem |
|---|---|---|
| Date | The target connection date scheduled for this service. | If the date has passed and the service is not Connected, raise an issue.If overdue |
| Customer | The customer name linked to this quote. | Informational only.No action |
| Quote Ref | A short reference code linking to the service quote. | Use this reference when raising an issue or contacting support. |
| Network | The target mobile network for this service. | Informational only.No action |
| Label | A label set in the connection schedule. If none is set, the phone number is used instead. | Informational only.No action |
| Number | The phone number for this service. Always check this matches the number you expect to be porting or connecting. | If the number is incorrect, raise an issue immediately.Check every time |
| Type | The connection type: New, Port, or Renewal. | Ensure the correct type was selected at quote stage. Raise an issue if incorrect. |
| Pre Check | All pre-checks combined into a single result. Shows the most recent check result, including checks during provisioning. | If grey on connection day, contact support immediately – do not wait. Manual intervention will be required.Do not wait |
| MNP | Mobile Number Portability. Confirms a PAC code was reserved before cutoff (external ports) or an internal PAC was generated (Cross Network Renewals). | If amber or grey by 4pm, raise immediately. A missed cutoff may delay the port to the next day.By 4pm |
| Network Setup | A combined status of all network steps (activations, port-ins, refreshes). | If grey, switch to Advanced View to identify the step, then raise an issue. |
| Portals | Customer online account access, spend cap controls, and billing configuration. All three must complete for green. | If grey, switch to Advanced View to see which area, then contact support. |
| Billings | A post-check confirming billing completed after network provisioning. Not a live billing feed. | If grey within 24 hours of a successful connection, raise an issue.24 hrs |
| Connected | Final confirmation that all post-checks passed and the service is fully connected. | If grey by end of connection day, raise an issue. |
Advanced View – Network Setup steps▸
Advanced View splits Network Setup into individual steps. These run automatically. Steps not applicable show a dash (–) and can be ignored.
| Step | What it means | What to do if there's a problem |
|---|---|---|
EENOI EE Port In | Port-in request to bring a number onto EE. Typically completes by late afternoon. | If grey by 4pm, raise an issue. Amber earlier is normal.By 4pm |
EENAC EE Activation | Activates the service on EE's network. Used for new connections and ports. | If grey after EENOI completed, raise an issue. |
EEFUR EE Full Refresh | Synchronises updates across EE systems. Runs automatically after activations or changes. | If grey, raise an issue – this should complete automatically. |
EECAN EE Cancel | Cancels and disconnects a subscriber from EE. Used during EE to O2 cross-network renewals. | If grey during a cross-network renewal, raise immediately.Immediate |
EECCN EE Number Swap | Swaps a temporary number for the real ported number. Runs after EENOI completes. | If grey and EENOI is complete, raise an issue. |
O2PIN O2 Port In | Port-in on O2. Confirms request accepted, number transferred, activated on the SIM. | If grey, raise an issue. |
O2POUT O2 Port Out | Used during O2 to EE cross-network renewals. Confirms the number was released from O2. | If grey during an O2 to EE renewal, raise immediately.Immediate |
O2INSTALL O2 New/Migration | Activates a new O2 connection or completes an O2 to O2 migration. For migrations, runs alongside O2PIN. | If grey, raise an issue. |
Advanced View – Portal steps▸
The Portals column covers three background setup steps that configure your customer's account access and controls. These run automatically.
| Step | What it means | What to do if there's a problem |
|---|---|---|
Account Data Setup V3Portal | Confirms your customer's account data has been set up correctly. Runs automatically in the background. | If grey, raise an issue. |
| my.plan Portal | Currently not active – no my.plan setup is carried out automatically during connection. Access can be managed directly in the my.plan portal. | If the customer requires my.plan access, set it up in the my.plan portal. No escalation needed.No escalation |
| CopyCaps Portal | Confirms spend caps are set up, including carrying over caps from a previous connection on renewals. | Add or change caps via my.plan. If grey and no caps applied at all, raise an issue. |
When to act
When to raise an issue
Use this to decide when to escalate and what action to take.
| Situation | Wait before escalating | Action |
|---|---|---|
| Amber status on connection day | Until 4pm | Raise an issue if still amber by 4pm on connection day. |
| Service not showing "Connected" by end of day | Until 4pm | On connection day, if not showing Connected by 4pm, raise an issue. |
| Pre Check failed | Do not wait | Contact support immediately – manual intervention will be required. |
| MNP not completed by 4pm | Do not wait | If amber or grey by 4pm, raise immediately. A missed cutoff may delay the port to the next day. |
| Billing not confirmed after connection | 24 hours | This will not affect service or the port – the connection is live. It is a billing tag only. If still incomplete after 24 hours, raise an issue. |
Get support
How to raise an issue
Include the right detail and support can resolve it faster.
Include in every issue you raise
- ✓Quote Reference (e.g. ZQOZZ) – found in the Quote Ref column.
- ✓Phone number for the affected service.
- ✓The column or step showing grey or an unexpected status.
- ✓The connection type (New, Port, Renewal) and target network.
- ✓A brief description of what you expected vs. what you see.
- ✓Screenshots of the Connection Tracker where possible.
Contact us
For anything not covered by this guide, or to escalate an urgent issue.
[email protected]
0330 088 1817
Have your Quote Reference and phone number to hand so we can look into it straight away.
Good habits
Tips for day-to-day monitoring
A few habits that keep connection days running smoothly.
Check in the morning
Review the tracker at the start of each day to confirm services are visible and pre-checks are green before provisioning begins.
Watch MNP – raise by 4pm
For any external port-in, if MNP has not turned green by 4pm, raise it with support immediately.
Don't panic on amber
Amber statuses during the day are normal – many steps complete in the afternoon. Only escalate if amber persists to 4pm.
Use Advanced View for grey
If Network Setup or Portals shows grey, switch to Advanced View immediately to pinpoint the exact step.
Use "Show only issues"
The toggle at the top right filters to services with outstanding problems – useful on busy connection days.
Filter by date
Use the date range selector to focus on specific connection days rather than scrolling your full history.