Question 1

What information do I need to provide?

Accepted Answer

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

Question 2

Do I need to contact my current provider?

Accepted Answer

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

Question 3

Do I need to provide a Letter of Authority (LOA)?

Accepted Answer

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

Question 4

What if I use my phone line for other services like alarms or broadband?

Accepted Answer

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].

Question 5

What are all the steps to complete the transfer of a number(s):

Accepted Answer

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.