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F-2384Detected Sep 25, 15:50 UTC

Do I need to keep my old SIM active while porting my number in?

Found in v3.4 · account-security v1.2 on account-security · Number porting

Retrieval mismatchCriticalOpenClaude Sonnet 5.5

Model answer vs gold answer

30% of model-answer words appear in the gold answer

Model answer

support-assistant v3.4

No, Unsupported: cancel your old contract first, then request the port.

Gold answer

Human-verified · account-security

Yes. Keep your old SIM active until your Harbor SIM shows signal. Canceling first can release your number and make it unavailable for porting.

  • claimFlagged by the judge as unsupported or contradicted

Retrieved context

bge-m3 · hybrid (BM25 + dense, RRF) · top 3 passed to the generator

1 of 3 retrieved chunks are relevant · gold passage at rank 3

  1. 1

    Porting out to another operator

    Requesting a code · kb-porting-006 · v2026.09

    Not relevant
    Request a porting code to leave Harbor.
    Similarity0.81
  2. 2

    Porting out to another operator

    Final bill · kb-porting-006 · v2026.09

    Not relevant
    Your final bill is issued after porting out.
    Similarity0.76
  3. 3

    Bringing your number to Harbor

    What to keep active · kb-porting-002 · v2026.09

    Relevant
    Keep your old SIM active until the transfer completes.
    Similarity0.74

Judge verdict

LLM judge · Claude Opus 5.5 · rubric v3

0.03

rubric score · pass threshold 0.70

Port-out chunks outrank the port-in rule. Following the answer could make the customer lose their number.

Diagnosis

Retrieval mismatch · Porting direction confusion

Root cause

Porting direction is ambiguous to the retriever (same as F-2405).

Suggested fix

Add direction metadata to porting articles and filter by intent.

Playbook: retrieval mismatch

The retriever returned the wrong article, the wrong section or a stale version.

Detection signals

  • High similarity on the wrong article title
  • Stale-version flag on top-ranked chunks
  • Exception clause split from its rule across chunk boundaries

Common fixes

  1. Filter or boost by effective date and locale metadata
  2. Re-chunk policy articles with heading-aware splitting
  3. Compare hybrid and dense retrieval on the mismatch subset
  4. Use parent-document retrieval so headings travel with chunks

Activity

1 event · 0 comments

  1. Relevant ·

    Detected by support-assistant v3.4 run and labeled retrieval mismatch