Number Porting Guide

February 29, 2024

cloud phone

Number Porting Guide for  City Communications partners and resellers

As a City Communications partner working with City Cloud Phone you will need to transfer a customer’s number. To ensure the process goes smoothly, we have outlined key points to keep in mind during the porting process.

Number Porting Process

  • Our Provisioning Team will receive a completed Letter of Authority (LOA) from you via email
  • City Communications Submits the LOA
  • LCP responds with Rejection or Acceptance
  • Number allocated 
  • Number can be programmed in City Cloud Phone portal
  • Port completes

Letter of Authority (LOA)

In order to initiate the porting process, we need a fully filled out Letter of Authority (LOA) signed by the end user. Our provisioning team can provide a template upon request via email.

It is important to carefully review and verify all details on the LOA to minimize the chances of a port rejection. Incorrect information, especially regarding the site address and postcode, can lead to a port rejection.

To ensure accurate details are added to the Letter of Authority (LOA), it is recommended to request a recent bill from the end user’s current provider. This will help in determining the correct information needed for the LOA.

When filling out the LOA, it is important to include the correct number details. You must specify whether it is a single number or a block of numbers. For multi-line ports, the LOA should indicate whether it is a multi-line or single line port order, and the Main Billing Number (MBN) must be specified as well.

In the case of multi-line ports, you may have the option to specify certain numbers to be retained with the current provider. However, all associated numbers must be clearly listed on the LOA, along with your requested actions for each number.

When submitting your email with the completed LOA, please ensure that your service has the necessary unit for the number and provide the unit number in the email.

Once the port has been submitted and accepted, the number will be allocated to your requested unit. It is important to complete the configuration for the number before the porting process to ensure it will work properly. Failure to do so may result in the number not having a destination and not functioning correctly.

Response from LCP

We anticipate receiving an initial response from the LCP within industry guidelines. In the event that communication is not established within this timeframe, we will follow up until a suitable response is provided.

Any potential delays will be promptly communicated to you so that you can update the end user accordingly.

Upon receiving a response, we will inform you of the necessary actions that should be taken.

Lead Times

Depending on the complexity of the port request, the port can take varying times to complete. We have our standard guide lines below.

All lead times below are a minimum and always approximate.

  • Single Line Geographic Import – 7 – 10 working days
  • Single Line Geographic Import with greater than 10 lines porting at the same installation/time – 5-20 working days
  • Multi-Line Geographic Import (30 lines/channels or less) no DDI – 7 to 10 working days
  • Multi-Line Geographic Import (31 – 150 Lines/Channels) and/or DDI ranges are included – 10 to 13 working days
  • Complex DDI – 23 – 25 working days

More information on number porting

  • The Pre-order Validation (PoV) process
  • Number porting rejections

  • Multi-line ports

  • Number porting – Day of transfer

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