Understanding Service Activity & Order Status in the Comms Portal
Overview
The Activity tab on any service in the Comms Portal provides a real-time log of all provisioning events — including activations, feature updates, SIM swaps, and number ports. Partners can use this tab to confirm whether an order has completed, monitor progress through carrier back-end stages, and avoid submitting duplicate orders that can disrupt an active service.
How to Access Service Activity
- Log in to the Comms Portal .
- Navigate to Services from the left-hand menu and select the service you want to check.
- Click the Activity tab from the service menu (alongside Overview, Usage, Features, Travel Packs, and Advanced).
- The Service Activity panel loads, showing a chronological list of all provisioning events for that service. The page auto-refreshes every 30 seconds — the last updated time is shown in the top-right corner. Click Refresh at any time to force an immediate update.
Understanding Order Statuses
Each activity event displays a parent status at the top, along with a timestamped sub-status trail showing how the order progressed through carrier back-end systems. The full lifecycle of an order moves through the following stages:
| Status | What It Means |
|---|---|
| Acknowledged | The order has been received and accepted by the system — processing has not yet begun |
| In Progress | The order is actively being processed through one or more carrier back-end stages |
| Complete | The order has finished processing successfully — no further action is required |
Each activity event is also labelled with an activity type badge, such as Activation, Feature Update, SIM Swap, or Number Port, so partners can identify what type of provisioning event took place at a glance.
Understanding Carrier Sub-System Stages
When an order is In Progress, sub-statuses may appear with carrier system codes in brackets — for example, (BPCN) or (PCN_CON). These codes represent internal carrier back-end processing stages and confirm that the order is moving through the provisioning pipeline. Partners do not need to take any action during these stages — they are informational only and confirm the order is progressing as expected.
⚠️ Important: Do Not Submit Duplicate Orders
If an order is showing a status of In Progress, do not submit the same order again. Submitting a duplicate order while one is already active can:
- Cause conflicts in the carrier provisioning pipeline
- Delay or cancel the original order
- Result in the service becoming unstable or temporarily unusable
- Create billing discrepancies that require manual intervention to resolve
Always check the Activity tab before initiating any provisioning action on a service. If the most recent order for that action type shows In Progress, wait for it to reach Complete before proceeding.
If an order has been stuck on In Progress for an unusually long time (more than 30 minutes for standard requests), contact Comms Channel support before taking any further action.
Key Notes
| Item | Details |
|---|---|
| Auto-refresh | The Activity tab refreshes automatically every 30 seconds — use the Refresh button for an immediate update |
| Order ID | Each event is assigned a unique Order ID (e.g. ORD00003927848) — reference this when contacting support about a specific order |
| Multiple events | A single action (e.g. Service Activation) may generate multiple sub-events as it passes through different carrier systems — this is normal |
| Duplicate order risk | Never re-submit an order if one is already showing In Progress — doing so can jeopardise the service |
| Carrier codes | Sub-system codes like BPCN and PCN_CON are carrier back-end identifiers — they are informational and require no action |
| Advanced View | Not required for this feature — the Activity tab is accessible from the standard service view |
🎥 Watch the demo video below
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