After you’ve had a port request accepted and finalised, you’ll receive a message the day before the port date informing you that the numbers have been added to your account for you to configure before the port actually goes through.
On the day itself, numbers will be released by their current providers and ported to us at any time after 10AM. Usually Single Line ports are released very soon after 10, but Multi Line ports can take some time to release depending on the complexity of the installation. As with order acceptance and rejection, the time and speed at which we can get them released depends on the specific LCP and RH - for example, number releases from TalkTalk must be emailed in rather than us phoning them, so can often take a little while longer to process than with networks who process number releases over the phone.
If a number takes longer than an hour or so to release after we have requested it, we will get in contact again with the provider to chase for updates. Whenever we receive information we’ll pass it on to you, so you’re always aware of the situation and any possible delays.
During this period, after the LCP has informed us that the number has been released, we will carry out test calls to the porting numbers to ensure the port has completed successfully. Your end-user may notice several calls from us during this process, which are terminated as soon as they begin ringing or an error is received. Once the port has been completed, we’ll confirm it by email.
If the number is reaching our network (indicating a successful port) but test calls are failing, we’ll notify you if they appear to be failing on your equipment. It is important that you investigate that the numbers are configured and set up correctly on your side, as failure to do so may result in the LCP restoring service with them, causing significant disruption with the end-user.
In some cases where service has not been provided following a port attempt, we can raise emergency restoration requests with the LCP, which will restore the customer to the LCP’s network. Please note that you must request this by close of business the following day.
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