Bring your existing phone number to Phonovo¶

Moving a number from your current provider is also called number porting.

Open Phone Numbers and choose Transfer a number. You can transfer only UK numbers beginning 01, 02, 03 or 08. Phonovo does not, and never will, transfer mobile (07) numbers or any other range. Keep your current service active until we confirm the transfer is complete.

Have a recent phone bill ready. Enter numbers in national format, for example 020 7946 0018. The Help icon beside each field explains what to enter. Select an icon or use the keyboard to focus it. Press Escape to close its help.

Complete the six steps¶

Number and account: enter Number to transfer, then open Current account provider. Type at least two letters in the search box and select your company. A listed address fills the form. If the address is not listed, enter it using address lookup or manual entry. Choose Not listed? Enter it yourself to enter a company name and address yourself. The label stays Number to transfer as you type. For 01/02 requests, the hint asks for the main billing number on the account. For 03/08-only requests, list only the specific numbers you want to transfer using Add number to transfer. A separate main billing number is not required. These are enough to Save draft if you are unsure of the other answers. Complete the service questions before sending. Enter Account number. The account number is required for every 03 and 08 request. Your full address exactly as it appears on the current bill is also required, and the signed authority form is valid for 6 months. Choose Port type and enter Line count and Channel count from your current account. Use the help icons if these terms are unfamiliar. For 01/02 requests, add every Associated number, choose its Number role, and select its Number action: Port moves it, Retain leaves an Other number with your current provider, and Drop asks for it to stop working. Associated numbers must be ported or dropped. Do not enter the same number with conflicting roles or actions. Use Remove number to remove a row added by mistake.
Address and service: enter one address in this order: Building number or name, Street, Address line 2 (optional), Area or locality (optional), Town, County (optional) and Postcode. For 01/02 requests, use the installation address on your account. For 03/08 requests, copy the address on your current bill. If there is no separate area, leave it blank; your town is used instead. Do not enter the county as the area. Older requests may need you to check or complete the building and street. Answer Has this service ceased within 31 days? and optionally enter a Preferred transfer date. This date is a preference, not a booking.
Contact details: enter Authorised signatory, Signatory role, Company name, Telephone number and Contact email. For an individual account, leave Company name blank and enter Title. Put the person's first and last name in Authorised signatory, without a title. Enter your optional Company registration number if your company has one. Leave it blank if you are a sole trader.
Destination and services: choose Transfer destination from your company's extensions, ring groups, IVR menus or call queues. This choice applies to every number being transferred. If none exist, set one up first or contact support. If the choices cannot load, select Retry. Choose your company's verified Emergency-service address. For a different location, choose Different premises and enter the building, street, town and postcode. Our team holds the request for review until that premises can be supported. We cannot substitute the company address for your selected premises. Confirm the address is correct and acknowledge each item under Linked services. Arrange continued service for broadband, alarms, card terminals, lift lines, fax and monitored equipment before moving their phone number.
Authority: read the signing instructions and confirm you are authorised to request the transfer and that the details are accurate.
Review and send: check the full summary. Each section has an Edit link back to its step. Dates use UK format, for example 19/10/2026. A blank date shows No preference, earliest available. Then choose Send transfer request.

Save draft keeps an editable request. It does not send it for review or create an authority to sign. If the save response is lost, retry in the same window to recover the same request. Return through View transfers, then Resume saved request. A saved request that previously had a typed destination needs a new choice from the destination list before you send it.

Sign or upload your authority¶

After sending, follow Review and sign authority to open the authority preview. Check it, choose Continue to signing, enter Full name and Job title, choose Type my name or Draw my signature, confirm the declaration and select Sign authority. Your signed authority is sent for review. If a signing attempt reports a temporary problem, retry in the same dialog, keeping the same signature.

You can also download, sign and upload the authority form for your current request. For 03/08 requests, the form must have been signed within the last 6 months when we submit the transfer. Follow the steps below, or use Contact support for help completing it.

After signing online, View signed authority documents provides the signed form and completion certificate. Prepare a document link before opening it. If a link has expired, use Renew preview link, Renew signed authority link or Renew completion certificate link as appropriate.

If the request changed during signing, close the signing window and use Refresh before reopening it. If an upload could not be confirmed, refresh the request and check whether the form arrived before uploading again.

Download, sign and upload an authority form¶

When your request needs authority, choose Download authority form, then Open authority form. Check the account holder, installation address, account number and every phone number and its action. For 03/08 requests, check that the address matches the current bill exactly. Print the form, add your signature and date, then scan the complete form as a PDF. Keep every page and the form reference visible.

Choose Choose signed PDF, select your file, then choose Upload signed form. The PDF must be readable, without password protection, no larger than 10 MB and no more than 25 pages. We check the document before accepting it for review. If the request has changed, download and sign the current form again. A scanned copy still needs review against the current request before it can be approved.

If the portal cannot confirm an upload, use Refresh and check the request before uploading again. An unknown upload stays under review until its outcome is confirmed. If form preparation failed, refreshed request details let you try preparing the form again. After approval, the authority shows as approved. For an online signature, View signed authority documents also gives access to the completion certificate.

Corrections and progress¶

Your request shows a short eight-character reference. Copy full request reference copies the complete reference for support. It also appears on newly prepared authority forms.

Open View transfers from Phone Numbers to see Number transfers. Use Request details to review the complete request. Previous page and Next page reach older requests when there is more than one page. Transfer a number starts another request; Back to phone numbers returns to your numbers.

An unsigned sent request has Correct request. If we ask for corrections or cannot accept an authority, read the reason and instructions in Action needed and select Correct request inside that panel. Authority to transfer explains that a new signed form is needed after correction, even if the earlier form was approved. The wizard opens at the relevant step when the issue is identified. Contact support if you need help with the requested correction. Send the corrected request and sign a fresh authority. The old authority cannot be reused. If a 03/08 signed form is more than 6 months old, our team will ask you to send the request again and sign a new form through this same correction process. Once a request is being processed, contact support to arrange changes.

Signature required means authority is still needed. Under review means we are checking the request. Details required asks you to correct information. Submitted means it is being processed; a message that we are checking the network response means the outcome is still being confirmed. Do not send a second request while that check is in progress.

Before agreeing a transfer window, our team checks temporary call delivery, capacity and the confirmed emergency address. If your number transfers unexpectedly, contact support so the team can arrange recovery and updates. We will confirm the transfer date. Manual 03/08 requests normally need at least 7 working days, or 10 working days for a subsequent request. These are not promised completion dates. The transfer happens during the agreed day, without a guaranteed time. Keep your equipment available and follow the updates in the portal and by email. When completion is confirmed, test incoming and outgoing calls and the services that use the number. Contact support promptly if anything is not working.

The progress indicator follows Request sent, Form signed, Checks, With current provider, Transfer date agreed and Transferred. The highlighted step is the current step, not a promise that it has finished. Corrections return the request to signing before checks can restart. The status pill confirms the current state, including Draft, Details required or Cancelled.

Request cancellation¶

Below the other transfer actions, choose Request cancellation on the transfer. This asks for cancellation; it does not confirm that the transfer has been stopped. We will confirm the outcome. Refresh to see a confirmed or declined decision. Contact support urgently if the agreed date is less than 24 hours away. A late change or cancellation cannot be guaranteed. Closing the portal does not cancel an existing request.

Review activation charges¶

In Activation charges, choose Review activation charges on your transfer request. In the wizard, save your draft on the review step first so the quote matches the saved details. The quote lists each number, whether it is included in your plan, the quantity, monthly price, total, tax wording, collection timing and expiry. There is no transfer or setup fee. Confirm the terms explicitly, signing the transfer authority does not accept additional-number charges.

Charges start separately for each number when it is ready to use, after the required routing, emergency-address and incoming-call checks. Temporary call delivery does not start charges. If the price or included allowance changes, you must review the current quote before any additional charge applies. A number that is already ready keeps its agreed price and original billing start when you change its destination or review charges for other numbers. If a quote is unavailable, contact support so the price can be reviewed before the transfer window.

After submission, Change destination lets you choose another available destination for your company, even when the old destination is unavailable or the charges cannot be loaded. It updates the local call destination and keeps your signed transfer details on file. Review the quote for the new selection. This action does not change the numbers or account information you authorised for transfer.

If confirmation is interrupted, the page says the result is being checked. Use Check saved acceptance to read the saved result, you do not need to submit acceptance again. If calls are affected during transfer or activation, contact support urgently. A transfer cannot be reversed by changing the local destination. The team must verify the number is ready before confirming that activation is complete.

When your number transfers¶

Transfer in progress means the number has transferred and we are checking that it is ready to use. If the result of a check is uncertain, you do not need to submit the request again. Refresh the request to see the latest progress.

If calls are going to your agreed temporary destination, the request will say so after that delivery has been verified. Temporary delivery does not start additional-number charges. Each number starts charging only when its accepted service is ready, so numbers in the same request can become ready separately.

If calls may be affected, select Contact support on the request for urgent help. You can still review charges or change an unavailable destination for your company while the team works on the transfer. Completed confirms that the required checks have finished and your number is ready to use. Contact support straight away if calls do not work as expected.

If incoming calls are not arriving¶

Select Contact support on the transfer request straight away. Give your request reference, the number called, the time of the failed call and what the caller heard. For example, tell us whether the call rang without an answer or played a message. Use national format, such as 020 7946 0018.

Check the selected destination in Request details and make sure the people or equipment answering it are available. If that destination is unavailable, use Change destination to choose another destination for your company and review any updated activation terms. The team still needs to verify the change before confirming that calls work.

Do not send another transfer request or cancel the existing request to try to restore calls. A completed transfer cannot be reversed by closing the page or changing the destination. Refresh the request for updates while our team checks the outcome. If temporary delivery has been verified, the request will confirm that calls are going to your agreed temporary destination. Otherwise, treat calls as potentially affected until we confirm recovery. Temporary delivery alone does not start additional-number charges.

When the team asks you to test, call the transferred number from an independent external phone and check that the expected destination answers and audio works both ways, or that the expected menu works. Tell support the result and time. Do not call emergency numbers to test the transfer.

If the team pauses activation to check an uncertain result, you can still receive progress and support updates. Resuming checks does not mean service has been restored. The same support incident stays open until the required recovery checks are complete. If a payment result needs checking, the team checks the existing payment before continuing. You do not need to pay or submit the transfer again while that result is being checked.

When a number is activating¶

Your company number list shows Activating while we finish the transfer checks. For example, 020 7946 0018 can appear in your list before it is ready to use. It counts towards your company number allowance during these checks. You cannot select it for calling, swap it or release it from the number list yet. Any agreed fallback remains in place while the team completes the checks.

When the transfer completes, the number becomes available for normal use. If you need to cancel during activation, contact support so the team can review the transfer and confirm what has been restored. Do not submit another transfer or payment while an existing result is being checked.

Correct a transfer date¶

If your request needs a Transfer date correction, the form opens at the installation-address step. Choose a new transfer date at least 4 working days away, or leave it blank for the earliest available date. Send the corrected request and sign a new authority, as your authority includes the preferred date. Your preferred date is not guaranteed. We will confirm the agreed transfer date.