Can you keep your numbers when you switch?
Often, yes. Moving a telephone number between providers is called number porting. However, the receiving provider must check that it can accept your particular numbers and confirm the process before you commit to the move.
If poor support, confusing bills or unsuitable features are making you consider a change, keeping your established numbers can be an important part of the plan. Start with a number check rather than assuming you will need to update your website, vehicles and stationery.
1. Check your current contract first
Find out the minimum-term end date, notice requirements and any early termination charges. Check separately for leased handsets, finance agreements, broadband and other services that may continue even after the phone numbers move.
Ask for written clarification where the paperwork is unclear. A new monthly price is only useful when you understand the cost of leaving the current arrangement.
2. Make a complete list of numbers
Include your main advertised number, direct-dial numbers, additional sites and any ranges of numbers assigned to the business. Identify unused numbers too, but do not remove them until your supplier has checked whether they are part of a linked arrangement.
For each number, record where calls currently ring and what should happen in the new system. A number successfully transferring is only half the job: it also needs to reach the right person.
3. Ask the new provider to confirm portability
Supply a recent bill and the account details requested by the receiving provider. Ask which account name, installation address and authorisation it needs for the transfer.
Resolve discrepancies before booking the move. If you have multiple sites or a block of numbers, ask whether they need to transfer together and how this affects the schedule. Get a confirmed plan rather than relying on a generic estimate.
4. Keep the existing service active
Do not cancel the existing phone service yourself before the number transfer has completed and the receiving provider has confirmed what can be ceased. BT Business's porting guidance specifically advises keeping the existing service until the move succeeds.
Also check whether moving a number could affect linked broadband or other services. Ask both providers to confirm the impact on your actual account; do not assume every linked product will either stop or continue automatically.
5. Configure the new system before the move
Decide how calls should work during opening hours, busy periods and evenings. Prepare greetings, voicemail destinations and the order in which staff phones should ring.
Where the supplier can provide a temporary number or test environment, use it to check equipment and train staff before transferring your established numbers. Confirm which phones can be reused rather than assuming existing VoIP hardware will work with a different platform.
6. Agree a cutover and contingency plan
Ask the receiving provider for the expected transfer window, who will coordinate it and how you will receive updates. Choose a quieter period where possible, and make sure someone with access to the equipment is available.
Do not assume zero downtime. Agree an alternative contact route and ask whether temporary routing is available if something goes wrong. Any fallback should be tested and should not depend entirely on the service being moved.
7. Test the customer experience
Once the transfer is confirmed, call every important number from outside the business. Test outgoing calls, displayed caller ID, transfers, voicemail and out-of-hours behaviour.
Keep a short record of any faults and who is handling them. Finally, reconcile the old and new bills so you can spot services that remain chargeable and resolve them with the relevant provider.
Ready to explore a switch?
Tell Alliance Consultants which provider you use, how many numbers you need to retain and what you want to improve. We can discuss your requirements and the checks needed before a move.
Call 01256 807707 or email hello@allianceconsultants.co.uk.
For budgeting, read UK small-business VoIP costs explained. For the wider project, use our migration checklist.
Further reading: BT Business: number-porting guidance. Eligibility and procedures vary by service and provider.