Requesting a Number Port

For most new customers we will need to port their existing telephone numbers from their current service provider.

Before we can port a customer’s numbers – you must obtain a signed letter of authority from the customer which lists all their numbers and shows the in-service address for each number. We provide a template Letter of Authority for you to customise.

We need to know the type of each number to be ported. There are three types:

1. Single-line numbers
2. Multi-line numbers
3. Associated numbers

If you incorrectly identify the type of a number then the port request will be rejected by our carrier and we will charge you a rejection fee of £10.

Single-line Number

This is where the number is on a single analogue fixed telephone line or if it is already a VoIP number.

Multi-line number

This is where the number is either on an ISDN service or on a group of linked analogue lines terminating at a PBX. The test is whether more than one call can be made or received on the number at the same time.

Associated numbers

The customer might want us to port several numbers at the same time. These might be on separate single-lines or they might be “associated” with the primary billing number on an ISDN service. If the customer has a consecutive DDI range then these must be treated as Associated Numbers.

Important:

You must make a separate port request for each individual number if they are each on single lines.

If there are several Associated Numbers on a multi-line service then you can make one port request covering all the numbers by listing all the numbers on the one request.

Only start this when you have a signed Letter of Authority from the customer.

On the customer record Overview tab in the portal – click the button for Add a Service or Product.

Choose the site address for the service by clicking Choose Address. Tick the button for Number Port request and click Next.

Enter the telephone number to be ported in the box. You can enter a list of numbers if these numbers are Associated on the same multi-line service (see notes above).

Indicate whether the port request is for a single-line or multi-line service.

If there is a mix of number types then you will need to make more than port request.

The last step is to upload a copy of the customer’s Letter of Authority. Click the button marked Click here to choose your file …. Then browse for the file on your computer. When done – click Next.

Your request will be sent to our porting team and they will process it. We will notify you when we have confirmation of the porting date or if the port request is rejected.