Number porting

Keep your existing number and make the switch with confidence. Whether you’re joining BT from another provider or moving services within BT, we’ll guide you through every step of the journey.

What is number porting

Number porting means moving an existing phone number to a new service. There are two types:


Port-In: You’re moving your number from another provider to BT.
Number Transfer: You’re already with BT and want to move your number from one BT service to another, like from PSTN to Digital Voice.

How number porting works

Once these steps are completed, we’ll validate your details. If something’s missing or doesn’t match, we’ll be in touch to help fix it.

  • Tell us you want to move your number

    You’ll confirm this when placing your order.

  • Complete the form

    You’ll receive a secure link to our Customer Request Form (CRF), where you’ll: Enter your number details Tell us which BT number(s) you’d like to replace

  • Confirm you’re authorised

    Let us know you’re approved to make the request for your business or organisation.

What you’ll need before you start

What you’ll need before you start

To help us process your number move smoothly, please have the following details ready:

  1. The main billing number you want to port or transfer
    Your billing address postcode
  2. Losing provider details (only if you’re moving from another provider)
  3. A contact name and number
  4. Number mapping – so we know which BT number(s) to replace
  5. Confirmation that you’re authorised to make this request on behalf of the account holder
     

What to expect on the day: 

Once your request is approved, we’ll take care of the rest.


  • You’ll receive a confirmation with your port or transfer date
  • We’ll send you a reminder 24 hours before the switch
  • On the day, your selected BT number will be automatically replaced with the number you’re moving
  • You’ll receive a message confirming it’s ready to use

Things to know before you buy

General questions

  • A Port-In means bringing your number from another provider into BT.
    A Number Transfer means moving a number from one BT service to another (for example, from PSTN to Digital Voice).

  • Yes — in most cases, you can keep your number when switching to [product name], as long as it’s still active and eligible to move.

    Please note: Some non-geographic numbers and a small number of geographic numbers may not be portable. Submit your request and we’ll let you know if there’s an issue.

  • There may be a short break in service on the day of the switch — but we’ll keep it to a minimum.

    We prioritise the incoming number to make sure it transfers smoothly. The number being swapped out may stop working earlier in the day, ahead of the final switch. You’ll receive a reminder the day before, along with an estimated time for the transfer.

  • You can get in touch with BT Customer Support at [insert number] or use live chat on the BT Business website at 

Before you start

  • To help us process your number transfer smoothly, please have the following ready:

    • The number(s) you want to port or transfer
    • The existing number(s) you want to swap out
    • Your current provider’s name (no account details needed)
    • Confirmation you’re authorised to act on behalf of your organisation
    • Your contact email and phone number

  • No — we’ll handle the transfer for you. Just make sure you don’t cancel your service until your number has been successfully moved.

  • No. We’ll automatically generate a digital LOA based on the details you provide. This confirms we’re authorised to act on your behalf.

  • If you’re using a PSTN line, check whether other services are connected to it — such as:

    • Broadband
    • Alarm systems
    • PDQ/card machines
    • Pendant alarms
    • Fax machines

    These need to be upgraded to digital-compatible versions before switching.

    For more detail, see our full guide [insert link].

  • Here’s what happens once you request to move your number:

    Step 1: Service Setup: The customer sets up their service with new BT-provided numbers.

    Step 2: Request Submitted: The customer requests the transfer (port-in or internal transfer) of numbers from their old service.

    Step 3: Transfer Confirmation: BT confirms that the transfer request has been accepted by the customer's previous provider.

    Step 4: 24-Hour Reminder: BT sends a reminder 24 hours before the scheduled transfer.

    Step 5: Transfer Completion: On the day of transfer, BT advises the customer that the transfer is complete. The customer should restart any equipment (e.g., main base stations, handsets, etc.) to ensure the transferred number is picked up correctly.

    Step 6: Temporary Number Removal: BT arranges for the removal and deletion of the numbers initially provided at point of order.

During the process

  • Typically between 4 and 10 working days, depending on your provider and how complex the transfer is.

  • We’ll send you a confirmation email once your request is validated, scheduled, and approved.

  • Yes — you’ll get a reminder 24 hours before the scheduled transfer, with the expected time of the switch.

  • If anything doesn’t match — like the number, postcode, or provider — we’ll get in touch using the contact details you gave us to help resolve it.

After the switch

  • We’ll confirm by message or email when your number is active on Digital Voice for Business, Cloud voice or Cloud Work.

  • We’ll deactivate it once your original number has been successfully transferred.

  • Yes — we’ll update your emergency services location details as part of the switch.

  • Yes — you can remove any numbers you no longer need through your Digital Voice for Business, Cloud voice or Cloud Work portal.

    However, there’s no need to delete numbers that are being switched out as part of a port — this will happen automatically.