Please note that the RH and LCP control how long a port takes to complete. Whilst porting orders should be accepted or rejected within 48 hours some CP's require a lot of chasing. We will endeavour to get an update within this time but occasionally this is not possible and porting dates may need to be amended if the RH or LCP fail to respond in time.
Once we have received your porting order we will submit it to the LCP no later than the next working day. You can expect to receive an acceptance or rejection within two working days. If we have not heard from the LCP by this time we will chase for a response. You will be kept informed of any updates by email as and when we receive them.
You are kindly requested not to chase for updates - if we have had an update from the LCP we will tell you; if we have not we will chase them until we do.
Acceptance: When we receive an acceptance from the LCP you will receive an email confirming the port date and time.
Day of Porting: Some CP's are quicker at releasing numbers than others. For example, BT will generally release a Single line number at the requested time but Multi line numbers can take a couple of hours depending on the complexity of the installation. To have any numbers released from TalkTalk they have to be notified by email and times will vary depending on how busy they are. We will request the release at the time specified on the order but as the LCP or RH is in control of the process this should only be considered an estimated time.
Once the number(s) have been released, we will carry out test calls to ensure that the number has ported correctly to our network. If a port has not completed within an hour of being triggered we will begin the escalation process with the porting desk concerned. During this time your end-user may receive multiple test calls from us which will terminate as soon as either ringing or an error is received; the purpose of these is to determine whether or not calls are hitting the TelcoSwitch network.
Once the port has completed we will confirm by email.
If the number is reaching our network but calls are failing on your side you will be notified that there are errors. It is vital that any errors are corrected urgently as failure to do so can result in the LCP restoring service. This can cause significant disruption for the end-user.
In some cases, if full service has not been provided following the attempted port, we are able to raise an Emergency Restoration request to the LCP notifying them that the customer is to be restored to the LCPs network. Please note that this must be requested by close of business the following day.
Rejection: Orders can only be rejected based on incorrect or missing information. If a number has been disconnected (i.e. not currently a live service associated with it), this will also result in the rejection of the porting request. Cancellation of service with the LCP by your end user will also lead to a rejection, regardless of there being a lead-time to it.
When a porting order is rejected by the LCP, you will receive an email to confirm this and the reason for the rejection. You will be advised to check this information with your customer and possibly the LCP before resubmitting your order through the portal. It may be necessary to request a new port date if the original port date does not leave enough lead-time.
Change / Cancel Porting Order: Once accepted, a porting order can be changed or cancelled up to 24 hours before the port date. If the porting day/time is to be modified then it must meet the agreed industry lead-times. These are the only changes allowed.
Unwanted Single Numbers / DDI Ranges: Any ported single numbers or DDI ranges that are unwanted by the end-user must not be assigned to other end-users. Single numbers must be returned to the RH, please email us and we will send them back.
DDI ranges must not be split up, a range must usually be ported back to the RH or to another provider as it was ported in.