Number porting – moving your existing number to Digital Voice for Business
Recently purchased one of our Digital Voice for Business packages? You can move your existing phone number (or numbers) to your new service using a process known as number porting.
Different types of number porting
There are two types of number porting:
Port-In: you’re moving your number from another provider to BT Business.
Number Transfer: you’re already with BT and want to move your number from one BT service to another. For example, from a traditional phone line (PSTN) to Digital Voice for Business.
What you need to do
- Tell us you want to move your phone 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 need to:
- Enter your phone number details.
- Tell us your contact details and billing postcode.
- Tell us which provider you're currently with.
- Let us know which phone number (or numbers) you’d like to port, and which temporary BT number (or numbers) you want to replace. - Confirm you’re authorised
When you’re filling in the form, let us know you’re approved to make the request for your business or organisation.
Once these steps are completed, we’ll validate your details and approve or deny your request. If something’s missing or doesn’t match, we’ll be in touch to help fix it.
What to expect if your request is approved
- You’ll receive a confirmation with your transfer date.
- We’ll send you a reminder 24 hours before the transfer.
- On the day, your existing number will be transferred (and will automatically replace the temporary BT number we gave you).
- You’ll then receive a message confirming it’s ready to use.
Frequently asked questions about number porting
General questions
What’s the difference between Port-In and Number Transfer?
Port-In means bringing your number from another provider into BT.
Number Transfer means moving a number from one BT service to another. For example, from a traditional phone line (also know as a PTSN – Public Switch Telephone Network) to Digital Voice for Business. You can learn more about this particular type of switch in our guide to switching from traditional to digital phone lines.
Will I definitely be able to keep my existing number?
In most cases yes, you can keep your number when switching to Digital Voice for Business, 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.
Will there be any downtime?
There may be a short break in service on the day of the transfer, but we’ll keep it to a minimum.
We prioritise the incoming existing number to make sure it transfers smoothly. The number being swapped out may stop working earlier in the day, ahead of the final transfer. You’ll receive a reminder the day before, along with an estimated time for the transfer.
Who do I contact if something goes wrong?
Go to our contact page to get in touch with our team, who’ll be able to assist you.
Before you start
What information do I need to provide?
You will need to provide us with:
- Any numbers you want to port or transfer.
- Your billing address postcode.
- The temporary BT number (or numbers) you want to swap out.
- Your existing provider’s name (no account details needed).
- Confirmation you’re authorised to act on behalf of your organisation.
- Your contact email and phone number.
Do I need to contact my existing provider?
No – we’ll handle the transfer for you. Just make sure you don’t cancel your existing service until your number has been successfully moved.
Do I need to provide a Letter of Authority (LOA)?
No. We’ll automatically generate a digital LOA based on the details you provide. This confirms we’re authorised to act on your behalf.
What if I use my phone line for other services like alarms or broadband?
If you’re currently using a traditional phone line (also known as a PTSN – Public Switched Telephone Network), you’ll need to check if other ‘special services’ are connected to it such as:
- Broadband.
- Alarm systems.
- PDQ/card machines.
- Pendant alarms.
- Fax machines.
If any of these are currently connected to your traditional phone line, you'll need to get in touch with your special services provider to upgrade them to digital-compatible versions. This is part of our wider switch from traditional to digital phone lines.
Just let them know that we're transforming our phone services to be fully digital and they'll run you through what (if anything) you need to do to minimise any impact to your business.
If you specifically use equipment related to health, check out our article on what to do if you have a healthcare alarm, disability or additional needs. Here you’ll find more information on how we can support you.
What are all the steps involved in number porting?
- Service setup. Start by getting your temporary BT-provided numbers up and running.
- Request submitted. Send us your request to transfer your existing numbers, whether it’s from another provider or between BT services.
- Transfer confirmation. We’ll check with your previous provider and confirm when they’ve accepted the transfer request.
- 24-hour reminder. We’ll send you a reminder 24 hours before the scheduled transfer.
- Transfer completion. On the day of the transfer, we’ll let you know that the transfer is done. Just restart any equipment (like main base stations or handsets) so your new number is ready to go.
- Temporary number removal. Finally, we’ll arrange for the removal and deletion of any temporary numbers that were set up when you placed your order.
During the process
How long does the process take?
Typically between 4 and 10 working days, depending on your provider and how complex the transfer is.
How will I know my request has been accepted?
We’ll send you a confirmation email once your request is validated, scheduled, and approved.
Will I get a reminder before the transfer?
Yes – you’ll get a reminder 24 hours before the scheduled transfer, with the expected time of the transfer.
What happens if there’s a problem with my request?
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 number port
How will I know when my existing phone number has been transferred?
We’ll confirm by message or email when your number is active on Digital Voice for Business.
What happens to my temporary BT number?
We’ll deactivate it once your original number has been successfully transferred.
Will my emergency services location be updated?
Yes – we’ll update your emergency services location details as part of the switch.
Can I delete unused numbers?
Yes – you can remove any numbers you no longer need through your Digital Voice for Business portal.
However, there’s no need to delete numbers that are being switched out as part of a port. This will happen automatically.