Number Porting

As a partner, you are sometimes required to port a number for one of your customers. To make this process as seamless as possible we have highlighted some important points during this process.

The porting process:

  • Dial 9 receive a completed Letter of Authority (LOA) from you via email, to
  • Dial 9 submit the port request.
  • Dial 9 will receive a response from the losing provider, in the form of a rejection or an acceptance. We will notify you and take action as appropriate. If the port has been rejected, we will provide information as to why and advise what you need to obtain to ensure that a new attempt is successful.
  • Dial 9 will allocate the number(s) to a unit of your choosing once the port has been accepted.
  • You are then to configure the number(s) in the system.
  • The numbers(s) will be ported on the previously agreed porting date and you will be notified once the port has been completed.

We will go into these steps in more detail below.

Letter of authority (LOA)

We require a completed letter of authority (LOA) to start the porting process, signed by the end user. An industry-standard letter of authority can be downloaded here, you can use this to generate your own branded copy of the letter.

When filling out a letter of authority you would need to ensure that details are checked and double-checked to reduce the risk of a port rejection. Ports can and probably will be rejected for incorrect information such as site address and more specifically the postcode.

It is strongly recommended that you request a recent bill from the end user's current provider as this will help in determining the correct details to add to the LOA.

You will also need to ensure that the correct number details are on the LOA. We would need to know if there is a single number or a block for example. Depending on the quantity of telephone numbers specified, the LOA also must state if the port order is a multi-line or a single line. With multi-line ports, the main billing number (MBN) must also be specified.

In cases of multi-line ports, you may be able to specify certain numbers to be kept with the current provider. You can find out more about options for multi-line ports here. In any case, all associated numbers must be specified on the LOA, along with your requested actions for them.

When you send your email to us with the completed letter of authority please also make sure your service has the unit required for the number and provide the unit number in the email.

Once we have submitted the port and received an acceptance back we will then allocate the number to your requested unit. Once we have added the number to your requested unit, you would need to make sure the configuration is completed before the number is ported. If this is not done the number will have no destination, therefore will not work.

Porting requests are charged at £10 per request, regardless of whether the request is successful or failed.

Port submission

Once we have received the completed letter of authority from you, we will submit the port to the current provider. The completion will be requested as either on a date of your choosing or based on the standard lead time that is appropriate for the order.

More information about standard lead times can be found here.

Response from LCP

We expect to have an initial response from the LCP within the specified guidelines. If we do not hear from them within this time, we will chase them as appropriate until an appropriate response is received.

We will keep you informed of any delays in the process so that you can relay these to the end user.

Once we have a response, we will advise you what steps need to be taken.

In the case of a rejection, we will provide the reason for the rejection and what steps you can take to ensure a resubmitted port attempt is not also rejected. Further information about common rejection reasons and actions that can be taken can be found here.

If the port is accepted, we will allocate the number(s) to the requested unit and they will need to be configured by you, as appropriate for the end user.

With the specified lead times in mind, you will have several days between the first response from the losing provider and the completion date. This will provide enough time for you to configure the number(s) in the end user's unit, which will help to ensure that there is no downtime when the port completes.

Port completion

The port will complete on the previously specified date, which we will have you informed you of when we first received acceptance from the LCP.

The port will normally complete during the morning of the completion date, but if there are delays we will chase the range holder and keep updated during the day.

Once the port has been completed, the number(s) will be tested and you will be informed once everything has been verified to be working correctly.

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