The numbers I wish to port are currently owned by another company, what do I do?
Our porting forms must be signed by the owner of the number(s) to be ported, and by the person who will be paying the one-off porting charges and the ongoing monthly recurring charges, once the number(s) have ported to Gradwell.
If this is not the same person then both the current owner of the number(s), and the new owner of the number(s) must co-sign the port form.
If you are not the current owner of the number(s) then please also include written confirmation from them, stating that they are happy for the ownership of the number(s) to transfer to yourself.
I want to port some numbers on my account and leave the rest with my current provider, is that possible?
This depends entirely on the configuration of the existing service with your current provider.
For example, we would be unable to port a main billing number, and leave associated numbers with the current provider, as these will stop working once the port has completed. Alternatively, we can port associated numbers, but leave the main billing number in service with the current provider.
In most cases, we are unable to split DDI ranges and port some and leave/cease the rest of the numbers. If you only wish to port part of a range, then you will need to discuss this with your current provider to see whether they can split the range for you, prior to the port taking place.
I want to port a number supplied by a provider who is not on your list of providers you can port from, what do I do?
If you are trying to port a number that isn’t from a provider on our list then please do get in contact with us by calling 01225800870 or by emailing email@example.com, as we may still be able to bring the number across to our network.
There are a large number of providers who resell the services of another larger supplier (e.g. BT) or your current provider may host their numbers on another network - in both cases, we may be able to confirm portability with the originating network provider, rather than your direct provider. If you are unsure then please do contact us and we can undertake some further checks for you.
We are always keen to establish porting agreements with new service providers so, even if we’re not able to port your number straight away, we may be able to do so in the future. Please do contact us to discuss this in more detail.
I’m not sure of the details I need to provide on my porting form, what do I do?
If you’re unsure of any of the details you need to provide on the porting form then the best thing to do is speak to your current provider, as they will have all of the information you need on record.
What we submit on your port request must match what your current provider has on record, or your port may be rejected, so it is always worth checking with them first.
I don’t receive paper bills, what can I provide as proof of ownership for a number port?
If you do not receive paper bills, then we can accept the following as valid proof of ownership:
- A screenshot of an online bill
- A letter/email from the current provider confirming you own the number(s) to be ported
- A Customer Service Record (CSR) from your current provider, detailing the services they provide to you.
How does a ported number get added onto my account?
We aim to have the number added to your account and set up with a package and destination/extension, prior to the port date, to ensure a seamless transfer.
If you know which package you would like the number(s) to be assigned to then please do note this on your port form, otherwise we will be in contact beforehand to confirm the details. If you are unsure of the best package for your needs, then please do let us know and we can ask a member of our Sales Team to contact you to discuss your requirements.
It is imperative that the number(s) are set up prior to the port taking place, otherwise calls will begin to fail, once the port has completed.
When will my port take place?
We will endeavour to provide you as much notice as possible of the date of the port, so that we can ensure that your number(s) are set up on your Gradwell account well in advance.
Ports are generally triggered from 10am on the date of the port, and we aim to keep downtime to a minimum. Ports are only triggered on weekdays; no porting takes place on weekends or Bank Holidays.
If you require a certain date and time for your port to take place, then please let us know and we’ll do our best to accommodate it.
How long will it take for my port to complete from start to finish?
Most port requests are completed within 10 to 20 working days; however, we are unable to provide any guarantee, as it does depend on how many times the order is rejected by the losing provider (e.g. if the request is submitted with incorrect information) or how complex the order turns out to be.
We do have to adhere to Ofcom guidelines regarding minimum lead-times, which are as follows:
- Single Line – 5 to 8 working days
- Multi Line (No DDI Ranges) – 8 to 11 working days
- Multi Line (With DDI Ranges) – 11 to 14 working days
- Complex Port – 18 to 23 working days
What do I do if my port has been rejected?
If your port is rejected by your current provider, we will notify you and inform you of the rejection reasons they have provided.
Depending on the reasons given, you may need to discuss this with them directly to obtain the information we require. We do suggest that you make a note of the full name of the person you speak with and, if possible, ask them to confirm the information we require in writing.
Please note that if your request is rejected you will be charged a resubmission fee of £20 plus VAT, each time the port is rejected. This is in addition to the original porting charge of £20 plus VAT.
Will my current provider charge me for porting my number to Gradwell?
You will need to confirm this directly with your current provider and/or check the terms of your contract with them.
Please note, if you are still in a contract then your current provider can bill you for the remainder of the contract term; once again, further details of this can be confirmed with them directly.
What will happen to my broadband service when a number port takes place?
If you are porting all numbers from a physical circuit, then the physical line is likely to be ceased on completion of the port. If you currently have a broadband service on the line, then this will be ceased once the number port has completed. Gradwell will not be held liable for any services ceased in error.
If you currently have a Redcare security service from BT, or any other similar security alarm product, then this must be moved to another available line, prior to us submitting the port request to your losing provider. If it is not moved or ceased, then the order will be rejected and you will be charged a resubmission fee.
If you are unsure whether there are any existing products, then we strongly suggest that you check this with your current provider.