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Bring your existing phone number to Phonovo

Use Phone Numbers in the Phonovo portal to bring an existing UK fixed-line number to Phonovo. The request starts a review; it does not guarantee a transfer date or make the number live immediately.

Who this is for: portal admins

What this guide covers

The portal supports UK fixed-line geographic 01/02 and non-geographic 03/08 numbers. Mobile numbers use a separate process; contact support rather than submitting them through this flow.

For an 01/02 number, an account number is helpful but optional if your current provider did not issue one. For a 03/08 number, the account number is required before we can prepare the Letter of Authority (LOA). Manual 03/08 transfers usually take at least 7 working days, or 10 working days for a resubmission, subject to confirmation.

Before you start

Have your latest bill or online account ready. You will need:

  • The main billing number and every associated number at the site, with the action needed for each: move, retain, or cease.
  • The account-holder or business name, the exact installation address and the postcode exactly as they appear with your current provider. A postcode mismatch is a common reason a request needs correction.
  • Your current provider's name and account number, where one was issued.
  • Whether the service is single-line or multi-line, plus the number of lines or channels.
  • A destination for the number in Phonovo and a confirmed emergency-services address.
  • Details of linked services, including broadband, alarms, payment terminals, lift lines, fax and monitored services.

Warning

Moving a number can affect services linked to the existing line. Check with the supplier of each linked service before proceeding, and do not cancel the existing phone service until Phonovo confirms activation is complete.

Complete the six steps

  1. Numbers: enter the main billing number, every associated number, and the action for each number.
  2. Current service: enter your current provider, account number, line type, lines or channels, and whether the number has already ceased recently.
  3. Installation address: enter the current installation address and postcode exactly as recorded for the service.
  4. Linked services and destination: acknowledge the linked-service warnings, choose the initial Phonovo destination, and confirm the emergency-services address.
  5. Authority: enter the authorised signatory's contact details and confirm that they may act for the account holder.
  6. Review: check the complete summary, including the requested date. A requested date is a preference, not a promise, then submit the request.

You can save a draft while gathering details. If we ask for a material correction, update the request and sign the replacement LOA where required.

Sign the Letter of Authority

After the request is ready, we will provide the current LOA and the available signing method for your request. Do not use an old, generic, or altered form: the authority must match the current numbers, account details and installation address. We will let you know when a signed PDF can be uploaded securely in the portal.

Only use the LOA generated for the current request. Changing key account, address, postcode, line, signatory, or number details requires a new version and signature.

Track progress

Open Administration -> Phone Numbers -> Porting Requests to see the customer timeline. Email and support-ticket updates are the authoritative status record.

Timeline stage What it means What you need to do
Draft Your request is not yet complete. Finish and submit it.
Signature required We need a signed LOA or are reviewing an uploaded copy. Follow the signing instructions we provide.
Under review We are checking the request. Wait unless we contact you.
Details required Something needs correcting. Correct the requested details and re-sign if needed.
Submitted The request is being processed or checked. Wait for an update.
Date agreed A transfer date has been confirmed. Prepare for the shown date.
Transfer in progress The network transfer or Phonovo activation is under way. Follow the day-of-transfer notice.
Completed Activation checks have completed. Test incoming and outgoing calls.
Cancelled The request has been closed. Contact support if you want to restart.

Change or cancel a request

Contact support as soon as possible and quote the portal request reference. Once a transfer date is agreed, ask more than 24 hours before that date. Inside the 24-hour cutoff, we will treat the request as urgent but cannot promise a change or cancellation. Closing the portal or submitting another request does not cancel a scheduled transfer.

On the transfer day

The transfer happens within the confirmed day window, not at a guaranteed instant. Keep the existing service and Phonovo equipment available until we confirm the result. A short interruption can occur.

When we confirm completion, test incoming and outgoing calls plus queues, IVRs, forwarding, alarms and any other service using the number. Phonovo activates the number only after the network transfer, routing, billing and emergency-address checks are complete. Report a fault promptly and no later than the end of the next working day so we can investigate while the relevant records are current.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to explain these steps.