image_pdfDOWNLOAD AS A PDFimage_printPRINT OUT THE GUIDE

CUSTOMER GUIDE

Hosted Porting Guide

may 2021

This guide covers everything you need to know about porting numbers into the plan.com Hosted Voice platform.

WHAT IS PORTING?

If you’re an established business, it’s more than likely that you already have a number (or series of numbers) that people use to contact you and your business. When choosing plan.com Hosted Voice (in fact any solution from any provider) you will need to transfer (port) these numbers from your existing provider to plan.com.

WHAT’S INVOLVED?

Porting is controlled by a national porting authority. To prevent fraud and protect your phone services from accidental or purposeful interruption, they demand a strict porting application and sign-off process.

To port numbers from one provider to another, we will need a few important details from you. We will also need a virtual signature from you to authorise the transfer.

It’s vital that all information that you provide is accurate and up to date, otherwise the application will be rejected.

WHAT HAPPENS WHEN AN APPLICATION IS REJECTED?

Applications that are rejected because they are incomplete or inaccurate may lead to additional charges and delays. The delays could lead to the Hosted Voice platform being unusable until the numbers are successfully ported.

CAN I PORT NUMBERS FROM A TRADITIONAL (NON HOSTED) TELEPHONE LINE TO A HOSTED PLATFORM?

Yes! However, if it is the main telephone number on a line that also supports ADSL or Fibre broadband and you wish to keep using your existing broadband service, porting that number will stop your internet from working. Please talk to your plan.com partner or plan.com directly if you have any questions about porting a main billing number associated with your current telephone fixed-line service.

WHAT INFORMATION DO I NEED TO PROVIDE?

Your details and your company’s details: This is pretty straight forward. If you’re a Sole Trader, we will need your personal address.

Current provider details: This needs to be accurate. The details of the company who is currently providing your phone service can be found on a recent invoice. You will need to upload a copy of the invoice for this reason (see below).

Numbers to be ported: This needs to accurate and complete. In order for a porting application to be successful, all numbers that you own which are registered with your current provider must be included in the application. If you do not wish to keep any of them, they can be flagged on the application. However, it is important that all numbers are submitted. Again, details of your numbers should be listed on an invoice or on the existing contract. You can also enter a range of numbers (number range) on the application, e.g. 0161 12345001 – 0161 12345099 rather than enter each number individually (but only if you own the range).

Current installation details: This is the address details at which your phone numbers are currently registered. It may not be your billing address. Please double check the address details are correct. It may also be possible that you have moved addresses since the numbers were first registered, or in the case of numbers on existing Hosted solutions, the numbers may be registered against a different address than the one in which they are currently being used. Please check the address details match the original details at which the numbers were registered (this should be on a recent telephone bill or the existing contract).

Recent invoice: As outlined above, the porting authority requires a recent telephone bill (within the last three months) in order to process the application. Please scan or photograph a recent invoice. PDF, JPG and PNG file formats are permitted up to 2MB in size.

How much does porting cost?

Porting costs £24 per number, with a price cap of £96. The price includes up to one application rejection.

This means that if the application is rejected the first time but successful the next time, there will be no additional charges. However, for each subsequent rejection, you will be charged £12. For example, if you want to port four number and the application is rejected twice but successful on the third attempt, this will cost £96 (4x£24) + £12 (one additional attempt) = £108. Porting charges do not include VAT.

We are obliged to provide a signed letter of authority (port form) from the customer on request from the current Range Holder (e.g. BT, who own the majority of the landlines in the UK). A signed port form is required for all ports. If we do not have the signed port form, we cannot proceed with the port request. The Customer Letter of Authority can be signed electronically by completing our Porting Application Form online, which your plan.com Partner will send you a link to.

Port typeWorking days (minimum)
Single Line Geographic5
Multi Line Geographic8
Multi Line Broadband8
Multi Line Simple DDI Range11
Multi Line Complex DDI Range23
Non-Geographic import15
LIST OF TERMS

Please see the ‘List of Terms’ below for definitions.

Port Date

Our system will calculate a date that conforms to the minimum lead time that we have to allow. You may request a date of your choice, but it must be later than the initial, calculated date, and it must be a working day in the UK (it cannot be a Saturday, Sunday or national holiday). We cannot guarantee that the port will be carried out on the requested day until the porting application has been successful.

Porting Acceptance

When the application has been successful and once the current Range Holder has accepted the port request, you will receive an email from plan.com confirming the porting date.

Porting Rejection

If the port request is rejected, you will receive an email from plan.com with the rejection reason. The most common reasons for a port being rejected by the Losing Communications Provider are:

  • An Incorrect Line Type – Single Line/Multi Line
  • Red Care/Security Tag – This must be cancelled/transferred to another line before the number can be ported
  • Incorrect Installation Address – The address given must be the installation address and must be exactly as it appears on the bill
  • Missing DDI range/Missing Associated Numbers – application must include all numbers and number ranges linked to the main billing number
  • No Service – The number requested is no longer active or has already been cancelled
  • Existing Order – Existing cease, migration or other orders on the line my cause rejection
  • Single Line is a traditional single line phone service, similar to telephones that most users might find in their own homes. A single telephone number beginning 01 or 02, it is not part of a number range, is not the main billing number for a number range and is not part of a multi-line.

Multi Line system allow multiple people to be on the phone at the same time. The lines can be internal or external. External lines allow you to communicate with people outside of the business, such as customers, while internal lines allow communication with your employees and colleagues. Multi Line includes analogue Multi Line and single-number ISDN.

Geographic numbers are those typically associated with a local area and are defined by a local area code.

Non-Geographic numbers use the code 03, 05, 070/076, 080, 0845, 0870, 083/4, 0871, 09, 116 and 118 at the start of the number.

Multi Line are multiple digital lines (usually ISDN) with one or more telephone numbers, consisting of a main billing number. It can contain a whole block of DDIs (minimum 10, multiples of 10).

Complex DDI are multiple digital lines (usually ISDN) consisting of part of a block of DDIs, and a main billing number.

Single Line Non Geographic is a single telephone number that is non geographic 03, 08 or 09, is not part of a DDI range, is not the main billing number for a DDI range, and is not part of a multi-line or Feature Line.

Multi Line Non Geographic is multiple non geographic telephone numbers consisting of an original and whole block of DDIs (minimum 10), and a main billing number.

BTInvomo/GCI Com TalkTalk Communications Limited
Citrus Telecom KCOM (Affiniti) Tamar Communications (Kalnet4U)
COLT Technology Services KCOM Group PLC Telecom2 Ltd
Coms.com KCOM HULL Telephony Services
Easynet (MDNX) Level 3 Communications Telephony Services/AQL
Edge Telecom Level 3 Communications Ltd Tipicall
Essensys Ltd Magrathea Telecommunications Ltd Verizon UK Ltd
Eurobell (Holdings) Limited Metronet UKVirgin Media Business Limited
Excell Group Mintaka Virgin Media Wholesale Limited
FleXtel Net-Work Internet Ltd Vodafone (C&W)
Gamma Telecom Holdings Ltd Nexbridge Vodafone (Energis)
GCI Network Solutions Numbergroup Network Vodafone (Thus)
Hello Telecom UK Orbital Net Vodafone (Your Comms)
i-Net Communications Group Orbtalk Ltd Voiceflex
i-Net Telecoms Resilient PLC Voicehost
iHub Simwood eSMS Voxbone SA
Inclarity plc Sky West
Invoco Spitfire Network Services Ltd X-On (Storacall)

Any questions?

If you have any questions regarding number porting, please contact your plac.com partner or plan.com directly by calling 03300 88 18 18 or emailing help@plan.com.

versions

What's changed?

This is the latest Hosted Porting Guide dated 4th May 2021.

previous versions

  • None