This guide is designed to help you understand the porting process and provide us with the correct information in order to submit your port request to your current provider for their approval.
We will try to submit the most accurate port request, based on the information that you provide in the port form; however, you may find it useful to spend some time confirming the details with your current provider prior to submitting the forms. This should reduce the likelihood of us receiving a rejection from the current provider and a subsequent increase in the porting fees.
When you have completed the form please either fax it to 01225 800 801 or scan and email it to firstname.lastname@example.org, along with a copy of a bill from your current service provider as proof of ownership of the numbers.
Once we have submitted your request we will send you a confirmation email. We will also keep you updated on our progress and inform you as soon as the port is accepted and a port date confirmed. Prior to the port date, we will set up the number in your account and add it to the package of your choice, to ensure a seamless transfer once the number ports.
Section one: customer information
Contact name - Registered customer name as stated on your account with your current provider
Company name - Registered company name as stated on your account with your current provider, if applicable
Gradwell account email address - If you are an existing Gradwell customer please give the email address associated with your account – this will be the account that the ported numbers are added to prior to the port date. New customers can set up an account by contacting our Sales Team on 01225 800800
Contact email address - If different from your account address
Contact telephone number - Please supply a contact telephone number for use in the event that we are unable to contact you by email
Section two: installation address
Some BT customers have a number that is forwarded from an exchange in another area – this is known as Call Forwarding. If this is the case, please provide the address and post code of the relevant exchange.
Otherwise, please give the address where the number is currently in use. If you are moving offices, please provide both your old address and your new address.
Please note that in some circumstances the installation address may be different to the billing address. If in doubt, please check with your current provider as an incorrect installation address or postcode is one of the most common reasons for the losing provider to reject a request.
Section three: about your current telephone service
Name of Service Provider - We can port from most of the large communications providers as long as we have the relevant agreement in place. If you are unsure if your numbers are portable to Gradwell, please call the Porting Desk on 01225 800870 and we will be happy to confirm this for you
Account number/Reference - You should be able to find this on the bill from your current provider and will help them to locate your account details on receipt of the port request
Main account holder name - This should be stated on your bill or can be confirmed by speaking with your current provider
Current service - Please complete this section carefully as incorrect information in this part can cause the request to be rejected. If you are unsure please confirm the service that you are being provided by speaking to your current provider
Single or multi line - A single line is one standard analogue line and number that terminates on a single wall socket. Multi lines are lines which are delivered to provide two or more lines
Number of lines - If your installation is a multi 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 which can be found on the website
Associated products - Any products associated with the lines will need to be moved to another line or ceased prior to the port request being submitted. Any broadband services on the line will be ceased when the number is ported
Section four: main billing number
Please specify if this is to port, cease or remain live with the current provider.
Please note there can only be one main billing number on your request.
Section five: associated numbers to be ported
All numbers that are ‘associated’ to the main billing number will need to noted on the port form and marked to be ported, ceased or to remain live with the current provider.
If you are unsure whether there are any associated numbers you can check this with your current provider.
Section six: associated numbers to be ceased
As above, all associated numbers need to be noted even if they are not porting.
Please state in this section, the associated numbers that you wish to be ceased when the port takes place, if any.
Section seven: associated numbers to remain live with the current provider
Please state in this section, the associated numbers that you wish to remain live on an account with your current provider and not port or cease.
In some instances, the current provider will not be able to split a group of numbers so we may need to port a full range across. In this event, we will only add the numbers that you need to your account leaving the rest dormant. Alternatively, you can decide to reserve particular numbers for £0.50 monthly line rental (excluding VAT) to activate at a later date.
Section eight: porting details
Requested Port Date - Please note the earliest date that you would like the numbers to port across and we will take this into account when submitting the port request
Please see below for the current porting lead times:
- A single line request = five working days
- Multi line (up to 30 lines/numbers) = seven working days
- Multi line (30 or more lines/numbers) = seventeen working days
- Complex DDI = twenty two working days
- Single line SUP request = seven working days
- Multi line SUP request (up to 30 lines/numbers) = ten working days
- Multi line SUP request (more than 30 lines/numbers) = twenty working days
- Complex DDI SUP request = twenty five working days
The lead times stated above are for reference only and can vary depending on a number of factors; however we will keep you updated throughout the process.
Please note that if your request is rejected then we will have to submit with a fresh lead time.
Ports are normally completed between 10am and 1pm on weekdays; we do not port numbers on a weekend.
Packages you require for ported numbers - If you are unsure of the best package for your needs, please speak with our Sales Team on 01225800800 who will be able to assist you.
We can set up your account with packages and temporary numbers, prior to the port taking place and then replace the temporary numbers once we have confirmed that the port has been successful.
Section nine: customer authorisation
For all ports a signed Letter of Authority from the customer is required. Normally a signature on this form from the owner of the number will be sufficient.
Occasionally we may require customers to complete a separate Letter of Authority form which we will send to you if necessary.
Optional: BT Directiory Enquiries
At present we are only able to maintain a Directory Enquiries listing if your current provider is BT. Please contact us prior to submitting your port forms, if you wish to maintain your entry.
If your numbers are not listed, or you require to change your entry details, please fill in a separate BT Directory Enquiries form found on our website.
Please note any additional information or requirements that you need us to take into account when organising your port.