Issues porting phone number to Operator Connect

The port order is still pending or hasn’t been fully processed.

Solution:

• Confirm with BT that the port order has been marked as completed (please allow 24 hours for sync).
• If the port is stuck, BT may need to re-submit or correct the order. In this case, please contact our support team.

There is a delay in synchronisation between the operator and Microsoft Teams.

Solution:

• Allow up to 24 hours after port completion for sync.
• If the number appears in the BT portal but not in Teams, request a resync from BT.
• Refresh Teams Admin Centre and check again under: Voice, then Phone numbers, then Operator Connect.

The number’s country/region doesn’t match your tenant location.

Solution:

• Verify the number’s country code.
• If the number data is incorrect, contact our support team to correct it.

The number has not yet been allocated to your tenant by BT.

Solution:

• Check the BT portal to confirm the number is visible. If it is, confirm it is assigned to the correct tenant ID, by contacting our support team.
• Refresh Teams Admin Centre after 30–60 minutes.

The port request was rejected because the information didn’t match your previous provider’s records.

Solution:

• Ensure company name, address, and account number match perfectly.
• BT may need to re-submit the port order. Please contact our support team for further help with this.

The number is in Teams but has not been assigned to a user.

Solution:

Confirm the number is in the Operator Connect inventory in Voice, then Phone numbers, then Operator Connect. Then assign the number to a user. If the number is not appearing in Teams, please contact our support team.

Teams will not activate a number without a valid emergency address.

Solution:

• Validate the emergency address in the Teams Admin Centre under Locations, then Emergency addresses. If you need to add or change the address, see Adding an emergency location to a phone number.