Number porting to Cloud Direct
This article is intended for use by customers moving VoIP services to Cloud Direct from another communication provider. It details what to expect from the process, and describes the steps required by you the customer, in association with Cloud Direct and others, to ensure an efficient and successful transition.
What to expect
Number porting is the transferring of ownership of your existing telephone number to Cloud Direct's VoIP platform, and can be a lengthy process. It requires several parties to coordinate and agree the porting of your numbers (such as your current provider, our provider, and BT Openreach). As number providers (or range holders) often resell their numbers to other providers, there is sometimes a chain of suppliers that must first be identified before the request can be processed successfully. We aim to be as proactive as possible to help push this through but, as we are not the account holders, we do require your input and time to help with the process. The more information you provide helps to speed up the progression of the port. This includes a copy of the latest phone bill, and a contact name with your current provider.
Some numbers cannot be ported.
BT may have special agreements in place with range holders that prevent porting. This may be discovered only when a porting request has been submitted and subsequently rejected.
If required, Cloud Direct can provide a temporary main number for you whilst we are waiting for your numbers to transfer to our VoIP platform.
We recommend to customers that a remote call forward is placed on the number you wish to transfer to Cloud Direct's VoIP platform, which forwards to this temporary number. This means that you will be able to use your new VoIP system before the number has successfully ported. As soon as your number has ported across to our VoIP platform, this temporary number will be removed. Remote call forwards on your current main number can be requested from your current provider.
Please do not cancel or modify the contract you have with your existing provider until you receive confirmation from Cloud Direct that the number has successfully ported. If the numbers cease with your current provider before the numbers have ported then you may lose your number.
The number porting process
The following steps describe the number porting process and the steps required by you to help ensure an efficient and successful transition.
Step 1: Complete the Letter of Authority (LOA)
In order to initiate the number port, we require you to complete a Letter of Authority (LOA) document, as proof that you authorise the port to proceed. There are two LOA documents; one for porting Geographic numbers (Eg. 01225…), and one for porting Non-Geographic numbers (Eg. 0800…). Your Cloud Direct Technical Services representative will send you the appropriate LOA, with most of the required fields already filled in with your details. Please review the details and, where required, add additional information. Then copy and paste the content into a document with your company header at the top. This must then be signed by the account holder, and returned to Cloud Direct. A scanned copy of this signed document is acceptable.
Step 2: Submit the number port request
Once you have returned the correctly completed LOA, we will submit it to our provider who will communicate the information to BT Openreach.
As a guideline, and providing the request is not rejected, from this point a single number port will take about 10 working days to complete, and a multi-number port about 20 days. During which time the request may be rejected or accepted.
Request rejected by BT Openreach
The port may be rejected by BT Openreach due to a number of pieces of information being incorrect. The most common errors or omissions include:
- Losing Communications Provider (LCP) details. These are the details of your current provider.
- Account number.
- Site postcode.
- Associated number does not match the BT Openreach database.
If rejected by BT Openreach then the number port request must be corrected and resubmitted. Where possible Cloud Direct, or our provider, will resolve any issues with BT Openreach, but you may be asked to provide further information and/or resubmit the LOA.
Request accepted by BT Openreach and forwarded to the LCP
If all details correctly match those held by BT Openreach then the request is forwarded to your current provider (the LCP). The LCP can reject the port request for the following reasons:
- No service held with the customer.
- No agreement between VoIP providers.
- Account information is incorrect.
- Contact is not recognised on the account.
If rejected by the LCP then Cloud Direct, or our provider, will attempt to resolve any issues, but you may be asked to provide further information and/or resubmit the LOA.
Step 3: Number port request accepted
When the port request is accepted by BT Openreach and the LCP, then Cloud Direct will receive a date for the number to port across to our VoIP platform. We will then contact you to confirm the date.
Step 4: Number port day
Prior to this day, your hardware and VoIP system will be set up to ensure a smooth transition of the number and to minimise any downtime. Cloud Direct Technical Services will monitor the port process throughout the day, and inform you when this is complete. The number could port at any time during the port day. In our experience this is usually between 10am and 3pm, but the time cannot be guaranteed.
The actual porting activity is likely to take between 30 minutes to one hour to complete. You should make provisions to inform users of possible disruptions to service during this period.
If you have any queries regarding the number porting process then please don't hesitate to contact the Cloud Direct representative dealing with your case, or email firstname.lastname@example.org.
The Cloud Direct knowledge base contains a number of useful knowledge articles to help you get the most from your new VoIP service.