A guide to our number porting process
If you've ordered Connect Phone as part of your broadband package and would like to keep your existing landline number we can help with that!
- As you go through the check out, fill in your landline number when prompted and later on please choose your current provider from the drop down box as you fill in your details.
- Or if you add on Connect Phone after the check out journey, please advise our agents of the landline number you'd like to keep and the current provider that the service is active with.
- Please hold off on placing any cancellation with your previous provider as this can cause the porting request to be rejected.
- If the broadband and land line service have already been cancelled we'll be unable to port the number across. This is because the number will have been cancelled by that previous provider and we'll be unable to recover it.
- If you've already placed a cancellation with your previous provider, we may contact you and ask for you to place an emergency stop on the cancellation if you want to continue to port your number over us.
- On the day of your Installation your engineer will bring the Connect Phone adapter and we'll submit the porting request with your current provider.
- Our Porting Team will process the request and provide us with a tentative or estimated date your number will port over to us on.
- We'll text or email you this date so you know when your number is due to transfer to us. We advise that it can take 10-15 working days to transfer your number from your existing provider.
- Your previous provider may also contact you to let you know your service is ending and the number is being transferred.
- On the date your number is due to transfer to us, please wait until you're unable to make calls with your previous provider before setting up your adapter!
- We're never sure what time the number will be released to us as that is down to the previous provider completing the work to transfer us the number.
- We'll send you an email confirming the transfer is complete and also a Welcome Email for the Web Portal.
- Once the number has moved over to us, please confirm with your previous supplier that the service has ceased with them!
Does it cost anything to transfer my number to you?
The first porting attempt will be free of charge, but you might have to compensate us for any additional attempts if the request gets rejected. If this happens, we'll tell you about this and any charges you'd have to pay to continue with the Porting Request.
What if you can't transfer my number?
We will take reasonable steps to help you move your number over to us. In some cases we might be unable to to overcome obstacles even with your help!
If this happens we can provide you with the security of a new number. It is a relatively quick process, so if you would like your Connect Phone service up and running quickly please let us know and we'll issue you a new number!