Download the Porting form – Porting.xls
Notes for completing the Porting Form
These notes are designed to help you understand the porting process and provide us with the right information. We will try to submit the most accurate porting request to your current service provider but please be aware that we are not legally permitted to ask them for information about the installation and we are relying on the information that you supply here.
Any fields incomplete or inaccurate may delay the porting and in some circumstances may incur a resubmission fee of £20 + VAT (e.g. incorrect address information, date changes, cancellation) which will show up as an additional invoice. Please phone 01273 358000 or email porting@voipadvantage.co.uk if you have queries about the process. It can often be useful to spend a little time clarifying the details at the outset rather than run the risk of rejections and additional charges.
When you have completed the form please either fax it to 01273 358053 or scan and email it to porting@voipadvantage.co.uk along with a bill from your current service provider. Occasionally we may need to ask customers for an additional signature depending on the requirements of the service provider. We will forward the relevant forms if necessary.
Once we have submitted your request we will send you a confirmation email. If you do not receive this within a day or so then please contact us to make sure we have received the request. We will also inform you as soon as the port is accepted by your current provider to confirm the date of porting and arrange the service to be set up on the ported number.
If the port is rejected for any reason we will contact you to let you know why and to ask for any additional information we may need. We will also inform you when the port is completed.
Customer Information
Contact Name – Registered customer name as on your current provider’s system
Company Name – Registered company name as on your current provider’s system, if applicable
VoIP Advantage account email address – If you are an existing Gradwell customer please give the email address associated with your account. New customers can set up an account by choosing one of the services at https://voip.voipadvantage.co.uk/register/signup .
Contact email address – The porting procedure can sometimes take a little while and we like to keep customers informed of progress. Please give an email address where we can correspond with you (if different from your account address).
Contact Telephone Number – It is sometimes useful for us to discuss ports directly with customers by phone. Please supply a landline or mobile number if possible (this may be the same or different from the number to be ported).
Installation Address
Some BT customers have a number that is forwarded from an exchange in another area – this is known as Remote Call Forwarding. (This is different from Call Diversion which is activated on the customer’s line.) If you have such a line then please give us the name of the exchange as we will need to submit the exchange postcode to BT.
Otherwise, please give the address where the number to be ported is currently in use, as this is the address we will need to submit to your current provider. If you are moving the number to a different address details can be given at the end of the form. Please ensure in particular that you supply the correct postcode since this is used by some providers as a reference and they cannot process the request without it.
Please note also that in some circumstances the address of the installation may be different from the one on the bill. If it doubt please check with your current provider.
About your Current Installation
It is important to complete this section correctly as these are the details we will submit to your current provider and we cannot normally check with them.
Name of Service Provider – We can normally port numbers that originate with BT, even if BT is not your current provider. We can also usually port numbers from other providers. Please ask us to check whether your numbers can be Ported.
Account Number – This is the account number relating to the number you wish to port. For BT customers it should normally look like: LN 1234 5678. If you are being billed by another provider (although originally a service with BT) we may need to know the BT Wholesale account number. This should be provided by the provider.
Type of Line – Please complete this section carefully as multiline installations are processed differently from single lines. If you have a PBX system, ISDN line, DDI range or Feature Line you should specify it here.
Number of Lines – If your installation is not a single line we will need to know the number of lines currently in use. If there are more than 10 lines you must complete a separate Capacity Planning Form.
You must make sure that your current provider is provided with the full list of numbers associated on your line (they will have this information on their system if you need to double check it). This is done by stating on the VoIP Advantage port form that there are associated numbers. If you do not list all of the numbers on your request then your current provider will reject the order, which will delay the port and incur resubmission fees.
Any numbers with services attached to them, for example fax, broadband, alarm systems, credit card machines will need to be moved onto another line prior to porting, otherwise they will be CEASED when the number is ported over to VoIP Advantage. Alarm systems will need to be moved before the port is submitted, or a rejection will be incurred.
Please note that any temporary VoIP Advantage numbers (or numbers to be replaced) will not be deleted until we receive confirmation from yourself that we are okay to do so. This measure has been brought in to ensure that no call divert features are lost prior to the port date. Once you are ready for us to remove any temporary or unwanted numbers from the account please do let us know, otherwise all existing numbers will be left in their current state.
Numbers to be Ported
Please give details of the main billing number and any other associated numbers you wish to port. Normally the main billing number must be ported and we will need a copy of a bill from your current provider confirming your ownership of the number. You can specify DDI ranges here (e.g. 020 1234 5000-5099). If you need more space please use the “Additional Information” section at the end.
Numbers to be Ceased
Please give details of any numbers associated with the installation that you do not wish to port. You will normally be required to cease all such numbers – for example you cannot port over some numbers from a DDI range and keep the rest with your current provider. If in doubt, please check with your current provider. If you do not provide details of all associated numbers it may delay the port request.
If you decide to port over the whole DDI range and only require to activate specific numbers from the range, you can do so. We will leave the numbers you don’t require dormant and only charge for the numbers you require to be kept live with VoIP Advantage. You could decide to reserve particular numbers for £0.50 monthly line rental to activate at a later date.
Porting Date Required
Below are details on processing times for different types of numbers to be ported. Please note that these times may vary dependent on how many port requests are being processed at the time. We cannot port on weekends.
If there are any problems, or your order is rejected, VoIP Advantage will contact you to advise. We cannot port on weekends or bank holidays and ports generally take place between 10am – 1pm.
> Single line request = five working days
> Multi line (up to ten lines/numbers) = ten working days
> Multi line (more than ten lines/numbers) = seventeen working days
> Single line SUP request (where the losing current provider and range holder differ) = ten working days
> Multi line (up to ten lines/numbers) = seventeen working days
> Multi line (more than ten lines/numbers) = twenty five working days
If you don’t have a specific date simply state ‘ASAP’. If you specify a specific date this will have to be negotiated with your current provider and they will state the nearest possible date. If they provide a specific date you are not happy with VoIP Advantage can request a new date. Once your port request is accepted we will provide you with a date for port completion. Ports are normally completed between 10am and 1pm on the day of porting.
How much does it cost?
£20 per number, capped at £200 (+ VAT)
Rejections are charged at £20 (+ VAT) per rejection and are added on top of any capped amounts
Changes and cancellations
Date changes and cancellations are charged at £10 (plus VAT) per request.
Please note that if you want to cancel or change the day of your request then we require an absolute minimum of TWO WORKING DAYS notice – we are unable to process any date changes or cancellations that come through any later than this so, if you want your number to port on a specific date, please stress this when you initially submit the port form.
Customer Authorisation
For all ports a signed Letter of Authority from the customer is required. Normally a signature on this form will be sufficient. Occasionally we may require customers to complete a separate Letter of Authority form which we will send to you if necessary.
Directory Enquiries
If you wish to maintain your existing Directory Enquiries entry, please let us know here.
Additional Information
Please also use this section for any other information or if you are moving to a different address from your existing installation and want us to know your new address.
