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United Kingdom Porting

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In the UK we offer porting for the following number types:

  • Geographic (local) (+441,+442)
  • Mobile (+447)
  • Non-geographic (national) (+443)
  • Non-geographic (toll-free) (+44808, +44800)

Please note that most of International Phone Numbers have VOICE capability only. Only Mobile numbers have VOICE and SMS. Below are instructions for porting UK phone numbers into Twilio. You can find porting summary and timelines here. 
All requests need to be submitted via this submission form.

Overview of Porting and UK porting

UK porting is a complex process. Telecommunications services may rely on another provider to actually provide service; as a result, a typical port request may have several underlying carriers involved. 

From our side, once your request is received, we will place your order on your behalf using a legal document which states you are giving the gaining operator the authority to act on your behalf with regards to your numbers. The order will be placed with the losing communication provider, for them to validate/accept the port order. 

Parties Involved

Range holder - This is the network that OFCOM provided the numbers to originally. This will never change (as per OFCOM regulations (Office of Communications is UK Telecommunications Regulatory Body)). (In case the range holder and losing provider are different, porting needs to be agreed with both providers.) To check Range Holder you can use the following Public resource here.

Network provider -  Also known as the losing communications provider and who the numbers are currently managed by. (In case the range holder and losing provider are different, porting needs to be agreed with both providers.) Tips: For porting we need the current Losing Network operator, all Network Operators have a Communications Provider ID (CUPID) so you can validate that the LCP is a Network Operator by ensuring that they are listed on the OFCOM Cupid List. To get a copy of the list go to the website below and “Download CUPID in MS excel format”.

Reseller - Resellers are the company billing you for the service. There can be more than one reseller involved. They have acquired Numbers from a Communications Provider (or another Reseller) for resale to a Customer. Tips: If you are not sure you are using a reseller services, please refer to your billing documents/invoice. If company which have issued the invoice is not registered with OFCOM, they are a reseller. 

Gaining Carrier - Will request and manage the port and will become the new network provider.

Before we submit your port to the losing communications provider, we will do a basic validation. This means checking that we have all of the information required to place the order: current network provider and reseller information.

To allow porting of the numbers from one provider to another, it is the responsibility of the current communications provider/reseller to supply the correct information to the customer. The current carrier is legally unable to withhold this information and can only reject the port request if the information on the order is incorrect (Per OFCOM regulatory guidelines).

We will work with you to determine who the Range Holder(s) is but unfortunately, we are unable to assist you on checking who is the actual Losing Communications Provider or Reseller. To determine the LCP/Reseller you will need to check this with your current provider.

How to port UK numbers over to Twilio?

In case you are porting Non-Geographic numbers 

In case your number is starting with +44 (0) 8 or +44 (0) 3  you will need to follow the porting process for non-geographic numbers. For us to submit your non-geographic port order to the relevant losing communication provider, we  would need the following documentation and information:

  • Twilio United Kingdom LOA:
    • LOA should be filled digitally, only signature can be by hand.
    • Add the current provider as the “Current Retailer”. Note that you have to indicate a provider which is billing you for the service (it can be either a reseller, or a network provider). 
    • Leave the “New Retailer” field blank. 
    • Email contact of your current provider. 
    • The site address must be in the United Kingdom.
  • The end users' most recent billing document.
  • Billing account number.
  • Your Account SID.
  • Add your local service address here. Also please share the associated link(s) that starts with "AD" for us to connect your phone number(s) to the correct address.

 

In case you are porting Geographic numbers 

In case your numbers are starting with +44 (0) 1, +44 (0) 2, you will need to follow the geographic number porting process for UK. For us to submit your geographic port order to the relevant losing communication provider, we would need the following documentation and information:

  • Number(s) to be ported in E164 format, eg, [+][44][1xxx][xxxxxx] or [+][44][2xxx][xxxxxx]
  • Twilio United Kingdom LOA:
    • LOA should be filled digitally, only signature can be by hand.
    • Add the current provider as the “Current Retailer”. Note that you have to indicate a provider which is billing you for the service (it can be either a reseller, or a network provider). 
    • Leave the “New Provider” field blank.
    • Email contact of your current provider. 
    • The site address must be in the United Kingdom.
  • The end users most recent billing document.
  • Your Account SID.
  • Add your local service address here. Also please share the associated link(s) that starts with "AD" for us to connect your phone number(s) to the correct address.

 

In case you are porting Mobile numbers

In case your UK number(s) is starting with +44 (0) 7, you will need to follow the UK porting process for mobile numbers. For us to submit your mobile port order to the relevant losing communication provider, would need the below information:

  • Number(s) to be ported in E164 format, eg, [+][44][7xxx][xxxxxx].
  • PAC code.
  • Your Account SID.
  • Add your local service address here. Also please share the associated link(s) that starts with "AD" for us to connect your phone number(s) to the correct address.

What to expect after a port request has been initiated

If all of the information you’ve provided is complete and accurate and depending on the complexity of the port, we can complete your port request within the following timeframes:

Non-geographic port: The porting timeline is 4-6+ weeks.

Geographic port: The porting timeline is 4-6+ weeks.

Mobile number port:  The porting timeline is 5-7 business days.

In case you wish to expedite your request please reach out to your losing service provider to confirm you are porting your number away from their service and to Twilio.

If a rejection occurs  (meaning if the losing carrier rejects your port) during the porting process, an additional time may be added from the time that the rejection is resolved. 

What rejections can cause porting delays?

There are a number of factors that can delay port orders. Below is a list of the most common rejection reasons and how to address them. In each case, we would need to resolve the rejection to be able to proceed with the port. 

  1. Invalid/Incorrect Site Address. The end user must ensure the address they've provided matches what their current provider has on record. In particular, if the end user has moved premises from the time they first purchased the number.
  2. Network provider/RH blocking the port. Please make sure to inform your current provider of your intention to port away your numbers prior to the submission.
  3. Incorrect line type. Please make sure to double check which type is your number(s). There are two types: Multi-line or Single line.
  4. Incorrect number details, such as Incorrect Main billing number (MBN), missing DDI range, associated numbers. Please double check with your current provider if there are any attached numbers to the one you wish to port. Example: if the end user only wish to port few numbers but they also have associated ranges that were allocated from their current provider. All numbers should be included, but depending on the losing carrier, they may allow fragmentation and only give away part of the numbers, the customer will need to figure out with the LCP if they wish the numbers to: remain with the current provider or be ceased. 
  5. Inactive number. This rejection typically means that these numbers are not currently in service with your current carrier. It can also mean that you have outstanding charges on the account. Contact your current carrier(s) to reinstate the number(s). You may need to ask for someone in your current carrier's porting department
  6. No service with LCP. This means that the losing communication provider listed on the LOA is incorrect. Customer will need to check with their current provider who is the actual LCP for the number. 

Unfortunately, we cannot contact your current service provider on your behalf. For security reasons, your current service provider will naturally refuse to provide us with your private and confidential information. Twilio doesn't have a legal right to port this number because we're not the end user of the number. However, if you are the end user of the phone number, you have certain rights to port your number to a new service provider. 

Please let us know if your current service provider indicates that they have not even received the request to port the number to Twilio. 

Useful porting definitions

Communications Provider Identity Code (CUPID): A 3 digit code assigned by OFCOM to all Network Communications Providers.

End User:  You or your customer.

Gaining Communications Provider (GCP): The Network you are moving your service onto.

Geographic Numbers:  Numbers with a Geographic location (area code) such as 0207, 0161 etc.

Losing Communications Provider (LCP): The Network which is currently providing the service. Note: this isn’t necessarily the company who bills you. Resellers can also bill you.

Letter Of Authority (LOA): This is a legal document which states you are giving us the authority to act on your behalf with regards to your numbers.

Non-Geographic Numbers:  Numbers with no Geographic location, such as 03, 08 numbers.

Reseller/Channel Partner (CP) The company who you will have direct contact with regarding your numbers/service.

Range Holder (RH): The Network which owns the number (this never changes) as originally assigned by OFCOM.

Service Level Agreement (SLA):  An agreement between all companies in the industry which outlines the reasonable expected levels of service e.g. How long a communication provider has to complete their part of a process.

Validation:  The process used to ensure the order is correct and legitimate.

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