Keeping your phone number
Guide reference: HG-0033
Quote this reference if you contact us about this guide.
Approx. 5 min read
How number transfer works when you join us. Your quote will show whether we are transferring your existing number or providing a new one.
Don't worry about losing your number. In most cases you can keep it when you join Simple Telecoms from another provider.
Quick answer
Your quote will show whether we are transferring your existing number or providing a new one. Give us accurate provider details when you order. Your old service must stay active until the port completes.
More detail
Your quote clearly states whether you asked to transfer an existing number or take a new one. Check this before you pay. Setup and line details differ between a transfer and a new number.
When you order with us, we manage keeping your number from start to finish. We send a transfer request to your current provider and keep you updated on progress.
To keep your number, your old service must remain active until the port completes. Do not cancel your old provider too early.
If your old line has already been switched off, you may only have 30 days to recover the number. See Recovering your number after a line is switched off
Line rental on your old service is charged per calendar month, with no refund for any unused portion of the month in which the service ceases.
While the port is in progress you may also pay line rental on your new service, so there is often an overlap of charges on both lines.
We recommend choosing a port date near the end of the month to shorten the overlap period.
Your current provider receives an automated notification. They may accept the transfer, contact you to confirm you requested it, or reject it if they think you did not ask to move.
Order with us before telling your current provider you are leaving. This reduces the chance they misunderstand and cancel your line early.
The transfer notification applies to your phone line only. It does not cancel broadband or other extras with your old provider.
What you need to do
Check your quote shows number transfer or a new number, whichever you asked for.
Have your current phone number and provider name ready when you order a transfer.
Tell us the name on the old account if it differs from yours.
Place your order with us before contacting your current provider to cancel.
Choose a go-live date that allows transfer time, usually at least two weeks. Ask for a date near the end of the month to reduce overlap charges.
Keep the old line working until we confirm your go-live date and the port completes.
Once you have a committed go-live date from us, call your old provider to cancel broadband and any other extras if you still have them. The phone line transfer does not cancel these automatically.
If your old provider rejected the transfer, contact them and ask them to accept the next request. We will place the order again and tell you if you need to speak with them.
Plug in new equipment on go-live day and test with outgoing and incoming calls.
Common mistakes
- Not checking the quote shows transfer or new number before paying.
- Telling your current provider you are leaving before you order with us.
- Cancelling your old provider before the port finishes.
- Waiting too long after the old line was ceased to recover the number.
- Not expecting line rental on both old and new services during the port.
- Giving the wrong account holder name, which delays the transfer.
- Expecting the number to work on new equipment before go-live day.
Things to know
- See Recovering your number after a line is switched off if your old line has already been switched off.
- See Can I keep my number when I move? for house moves.
- See How 30-day contracts work if you are leaving Simple Telecoms for another provider.
- We will tell you if a number cannot be moved before you pay.
Frequently asked questions
How do I know if my quote is for a transfer or new number?
Your quote states whether we are transferring your existing number or providing a new one. Check before you pay.
Why did my old provider call me?
They may want to confirm you requested the transfer. This is normal.
What if they rejected the transfer?
Contact them and ask them to accept the next request. We will re-place the order and tell you if you need to call them.
What if my old line is already cancelled?
You may only have 30 days to recover the number. See Recovering your number after a line is switched off and contact us immediately.
Will I pay for two lines during the port?
Often yes. Your old line stays active until the port completes, and your new line may also be live. Choosing a port date near month end can reduce overlap.
Do I cancel broadband myself?
Yes. After you have a go-live date from us, call your old provider to cancel broadband and extras. The phone transfer does not cancel them.
How long does transfer take?
Often one to two weeks from order, depending on providers.
I am leaving Simple Telecoms. How do I keep my number?
Ask your new provider to transfer your number. Do not cancel with us first. See How 30-day contracts work for full steps.
Will I lose service?
We plan go-live to limit any gap. There may be a short changeover window.