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| Customer Guide to Transferring your Mobile Number V.12 |
(This information is provided by OFCOM, the communications regulator and will tell you about your rights to transfer your telephone number to a new phone or provider. For further questions about this information, then please refer to the OFCOM website, www.ofcom.org.uk)
Which mobile numbers can I NOT transfer?
- Numbers already terminated with your current Services Provider.
- Disconnected numbers
Can I still use the existing services I use on my current account?
If you are remaining on the same network, you can continue to use most of the same services (e.g. Voicemail; Text Messaging etc) as before.
If you are changing Network, you will need to subscribe to any specific services with your new Services Provider and or/Network.
Will I need a new phone?
If you are remaining on the same Network, you can use your existing phone. If you are changing Networks it is vital that you check with your new Services Provider that your existing phone will work on your Network.
What will it cost me to Transfer?
Some Services Providers may charge you a fee to transfer your number; however, it is best to check with your current provider about their policy.
Can I transfer my number again?
Yes, you can transfer your mobile number(s) again, bearing in mind the terms and conditions of your current contract.
Important Information
If you are transferring a pre-pay number, any credits with your current Services Provider will not be transferred to you new Services Provider.
For the purpose of determining you obligations with regards to giving notice, the contract termination notice period is taken to commence on the date of issue of the PAC.
You are responsible for identifying the secondary numbers (e.g. Fax and Data) that you wish to transfer along with their primary numbers.
You need to clarify with you current Service Provider whether services and subscriptions charges will continue for any secondary number that remains with them after the primary number is ported out.
The issuing of any PAC against a mobile number will revoke any previous disconnection request.
A request from you Services Provider to transfer your number represents a notice to terminate your subscriptions with your current Services Provider.
Services (and any associated subscription charges) will continue if no transfer request is received by your current Services Provider even if you have previously given notice to terminate.
Once your number(s) have been transferred to another Network, any services you receive will be discontinued with your current Services Provider.
Transferring your number(s)
Moving your phone number when you change your supplier or airtime is sometimes referred to as Mobile Number Portability or Migrations but we will refer to it here as a transfer.
The transfer process allows you to keep your mobile phone number(s) whether you want to:
- Change Network and Services Provider at the same time.
- Remain on the same Network and change Services Provider.
- Change Network and remain with the same Services Provider.
How do I start the process?
You need to contact your current Services Provider (the company your contract is with) to ask for a Port Authorisation Code (PAC).
What will the PAC allow me to do?
The PAC is your authority to request a transfer and will allow another Service Provider to request your number be transferred to them upon request.
However the PAC is only valid for 30 calendar days so you must action the request promptly.
Is there any reason why my current SP will not issue the PAC?
There are only 2 reasons:
- If your number is disconnected, or
- If you have a minimum term contract, you will need to arrange to pay the remaining subscription before being issued with a PAC.
What if I have a pre-pay phone?
Your current Service Provider will issue you with a PAC if the number is still connected.
How long does the Transfer process take?
Transferring 1 to 25 mobiles
(Consumer process)
Your current Service Provider must give you a PAC or a reason why it can not be issued within 2 working days of your request.
Your PAC is valid for a period of 30 calendar days and your request must be submitted to your new Service Provider within that time.
Your number can then be transferred anytime between 7 and 37 calendar days from the date your PAC is issued.
The new Service Provider must give at least 7 calendar days notice of the post date.
Transferring 26+ numbers.
(Bulk process)
Your current Service Provider must give you a PAC or a reason why it cannot be issued within 10 working days of your request.
Your PAC is valid for a period of 30 working calendar days and your request must be submitted with that time.
Within 10 working days of submission of your request to your new Service Provider, they will agree a schedule for transferring your number with your current Service Provider.
Your number will have to be transferred with 25 working days of the agreement the Transfer schedule.
Can I withdraw my application after I have submitted it?
You can only withdraw your application to Transfer before your new and current Service Provider have agreed what day you will transfer your number on.
Which mobile numbers can I transfer?
Your main handset number (Primary Number)
Any secondary numbers such as fax, data and priority voice lines, Services on any secondary number(s) not porting at the same time as their associated primary number may be lost. Therefore you must discuss this with your existing Service Provider prior to transferring your numbers.
Enquiries
For any quires about the MNP services, you may contact the relevant mobile service providers. If you have any questions or unresolved complaints about MNP generally, you can contact Ofcom on 0845 4563000 or 020 7981 3040; Textphone on 020 7981 3042 3003; Welsh Speakers on 020 7981 3042
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