Placing Orders

The Orders section is where you request changes to your telecoms estate — from adding new lines to swapping SIMs. You’ll find it in the sidebar under Orders.

Note

Orders are available to admin and manager contacts. If you can’t see the Orders section, ask your account administrator to check your permission level.

How orders work

When you place an order through the Portal, it goes to the Omnixi team for processing. You don’t need to phone or email — just submit your request and track its progress online.

Every order follows the same lifecycle:

1. Draft — you fill in the details via the order wizard
2. Submitted — the Omnixi team picks up your order and begins processing
3. In progress — the order is being actioned, which may involve your network provider
4. Completed — the change has been made and your services are updated

If your organisation has approval policies enabled, some orders may need internal sign-off before the Omnixi team sees them.

You can cancel a draft order at any time. Once submitted, contact Omnixi support if you need to make changes.

Viewing your orders

Order list

The order list shows all orders for your account. You can filter by:

• Status — draft, submitted, in progress, awaiting carrier, completed, cancelled
• Order type — filter to a specific type (e.g. show only tariff changes)

Each row shows the order reference, type, status, priority, requested date, and created date.

Order detail

Click any order to see its full details, including:

• Order summary — reference, type, status, priority, and dates
• Order items — the individual line items within the order, each with their own status
• Order timeline — a chronological record of everything that has happened, including status changes and updates from the Omnixi team

Tip

Customer-facing notes from the Omnixi team appear in the timeline. Check back here for updates on your order’s progress rather than raising a separate support ticket.

Carrier status

For orders involving your network provider, you’ll see an additional Carrier Status section showing a three-step progress indicator:

1. Acknowledged — the order has been sent to the network
2. In Progress — the network is processing the change
3. Completed — the network has confirmed the change

If the carrier flags an issue, a jeopardy alert banner explains what’s happening and what to expect next. A “What happens next” guidance section below the timeline explains the typical next steps for your order’s current status.

Placing a new order

To create an order, go to Orders → New Order. The order wizard guides you through three steps.

Step 1: Choose the order type

Select the type of change you need. The Portal supports nine order types:

New connection

Add a new mobile line or service

Use this when you need a brand new line provisioned. You’ll specify the tariff you want for the new line.

What you’ll need: the tariff you want for the new line.

Port in

Transfer an existing number from another network

Use this to bring a phone number from your current provider to Omnixi. You’ll need your PAC code from the losing network.

What you’ll need: the phone number and a valid PAC code.

Caution

PAC codes expire after 30 days. Submit your port-in order promptly to avoid needing a new code.

Tariff change

Change the tariff on an existing line

Use this to move a line to a different tariff — for example, upgrading to a higher data allowance or downgrading to reduce costs.

What you’ll need: select the line you want to change and the new tariff.

SIM swap

Replace a SIM card (same number, new SIM)

Use this when a SIM is lost, damaged, or you need to switch between physical and eSIM. The phone number stays the same.

What you’ll need: the line that needs a new SIM, plus the SIM type (physical, eSIM, or multi-IMSI) and new ICCID if applicable.

Bar / Unbar

Bar or unbar a line or service

Use this to temporarily suspend a line (bar) or reactivate a suspended line (unbar). Barring prevents all usage on the line.

What you’ll need: the line to bar or unbar.

Cease

Cancel or terminate a service

Use this to permanently disconnect a line. This cannot be undone once processed.

What you’ll need: the line you want to cease.

Caution

Ceasing a line is permanent. Make sure any important data or numbers are ported or backed up before submitting.

Hardware

Order a handset, router, or other device

Use this to request new hardware. Describe what you need and any preferences in the notes field.

What you’ll need: a description of the hardware required and any preferences (make, model, colour).

VoIP

Provision a new VoIP seat or trunk

Use this to add VoIP capacity — either individual seats for users or trunks for office phone systems.

What you’ll need: the number of seats or trunks, and any configuration requirements.

Other

Anything not covered above

Use this for any request that doesn’t fit the other types. Describe what you need in the notes field and the Omnixi team will pick it up.

What you’ll need: a clear description of your request.

You’ll also see a Request Broadband card on this step. Broadband requests use a separate wizard with additional fields for site selection and speed requirements.

Step 2: Configure the details

The form adapts based on the order type you chose. Depending on the type, you may see:

• Asset picker — select the line or service affected (for tariff changes, SIM swaps, bar/unbar, ceases)
• Tariff selector — choose the target tariff (for new connections and tariff changes)
• PAC code field — enter your porting authorisation code (for port-ins)
• SIM details — SIM type and ICCID (for SIM swaps)
• Requested date — when you’d like the change to take effect
• Notes — free text for any additional information

Tip

The more detail you provide in the notes field, the faster the Omnixi team can process your order. Include any reference numbers, preferred timings, or special requirements.

Step 3: Review and submit

The final step shows a summary of everything you’ve entered. Check the details carefully, then click Submit.

• If your organisation has approval policies that match this order, it will be routed to your approver(s) for sign-off first. You’ll see a notification confirming the order is awaiting approval.
• If no approval is required, the order is created and the Omnixi team will begin processing it.

Note

If you navigate away from the wizard before submitting, you’ll be warned about unsaved changes. Draft orders that haven’t been submitted can be found in your order list.

Quick actions from My Services

You don’t always need to start from the order wizard. Several actions on the My Services asset detail page pre-fill an order for you:

Action	What it does
Change Tariff	Opens the order wizard with “tariff change” selected and the asset pre-filled
Request SIM Swap	Opens the SIM swap form with the asset pre-filled
Bar / Unbar	Opens the order wizard with “bar/unbar” selected and the asset pre-filled

These shortcuts save you from having to find and select the asset manually in the wizard.

Requesting broadband

Broadband requests use a dedicated wizard at Orders → New Order → Request Broadband. This is a simplified three-step process:

1. Select site — choose from your existing sites. Each site shows its name and address.
2. Requirements — specify your preferences:
   • Service type (Fibre FTTP, Standard, or No preference)
   • Speed requirement (Basic, Standard, Fast, or Fastest available)
   • Whether you need a static IP
   • Installation notes and preferred install date range
3. Review and submit — confirm your requirements and submit.

The Omnixi team will review your request, check what’s available at your site, and come back to you with options. Broadband provisioning involves address qualification and potentially an engineer visit, so expect the team to be in touch with next steps rather than an instant fulfilment.

Tracking your orders

Once submitted, you can track progress from the order list or the order detail page. Here’s what each status means:

Status	What it means
Draft	You’ve started the order but haven’t submitted it yet
Awaiting approval	The order is waiting for internal sign-off (see Approval Policies)
Submitted	The Omnixi team has received your order
In progress	The order is being actioned
Awaiting carrier	The order has been sent to your network provider and we’re waiting for them
Awaiting customer	The Omnixi team needs more information from you — check the timeline for details
Completed	The change has been made and your services are updated
Cancelled	The order was cancelled before completion
Failed	The order could not be completed — check the timeline for details

Tip

If an order shows Awaiting customer, check the order timeline for a note from the Omnixi team explaining what they need. Responding promptly keeps your order moving.

Common questions

How long do orders take? It depends on the type. SIM swaps are usually same-day. Tariff changes and bar/unbar requests are typically processed within one working day. New connections and port-ins may take several days depending on the network provider. Hardware orders depend on stock availability.

Can I edit an order after submitting? Once submitted, you can’t edit the order directly. Contact Omnixi support by raising a ticket if you need to make changes to a submitted order.

Can I cancel an order? You can cancel a draft order from the order detail page. For submitted orders, raise a support ticket — the Omnixi team will cancel it if processing hasn’t begun.

Who can place orders? Admin and manager contacts can place orders. Standard users can view their assigned assets but cannot create orders directly — they should ask an admin or manager to place orders on their behalf.

What if my order needs approval? If your organisation has approval policies configured, some orders are automatically routed for internal sign-off before the Omnixi team sees them. See Approval Policies for details on how this works.