Porting Process

Transferring to another Mobile Provider

The following procedure sets out the steps to be taken by any Pay Monthly or Pay As You Go mobile user who wishes to switch mobile service provider.

What you need to do

1) You will need to visit the retail shop or authorised dealer of your chosen new service provider to request a new mobile service and tell them that you would like to keep your existing mobile number. You cannot do this by telephone or online.

2) You will be asked to complete an application form together with a 'Porting Request Form.'

3) In addition you will be asked to provide:

• Proof of identity - either a passport or driving licence or an officially validated photographic identity document.
• If you are transferring Pay Monthly service, a copy of a recent mobile bill - the name on the recent bill must match the name on the corresponding photographic identity document used to authorise the porting request.
• The working phone with the number you wish to keep.

4) You will be asked to send a text message from your phone with the word 'PORT' to 12345.  Shop staff will provide you with assistance if required.

5) You will receive a text confirming that your request has been received.

6) Provided your number is not barred or suspended due to non-payment, your order will be processed and you will be informed of its progress by text.

7) Your new service provider will provide you with a new SIM card.

8) Under normal circumstances your porting will be completed by the second working day after you complete your request (excluding weekends and bank holidays).  At that time your number will have been moved to your new service provider and your existing SIM card will stop working.  At busy periods the port may take longer to complete.

9) When this happens, put the new SIM card provided by your new service provider into the phone you wish to use.  If you are unsure how to do this, call into the retail shop or authorised dealer of your new service provider and they will help.

10) The porting process is complete.

Other information you need to know

• Messages which have been sent to you, but not delivered, may be erased.
• You will lose your old voicemail including messages, any contacts stored on your SIM card, SMS, MMS and ancillary services, and you will need to set these up again with your new service provider.
• Your friends and family may be charged differently when calling you after porting. Additional information on applicable rates may be obtained from your mobile service provider.
• You will be restricted from porting your number to a third service provider or back to your original service provider within 60 days of a previous port.
• If your new service provider fails to meet promised coverage or other such significant parameters, then you can reverse the porting within 30 days of your porting request.
• Whilst all service providers will exercise reasonable skill and care in discharging their obligations under Mobile Number Portability, no compensation will be provided for loss of any kind through delay, disruption or lack of service resulting from the porting process.

Will I be bombarded with sales calls to stop me trying to switch?

No. Your old service provider is not allowed to contact you during the porting process to try and persuade you to stay with them. In addition your old service provider is prohibited from contacting you with the intention or effect of encouraging you to return to them for mobile phone services for a period of 60 days following the completion of the porting process. However, the old service provider can contact you to recover outstanding payments.