Porting your phone number: the process, step by step

Switching carriers while keeping your numbers is a right, and a regulated procedure. It isn't a technical operation on our end: it's an administrative file whose timeline depends on each country's regulator and on your current carrier.

The process, step by step

1. You gather the documents. A recent invoice, the exact identity of the account holder, and the precise list of numbers. This is where most requests get stuck: the declared account holder doesn't match.
2. We submit the request to the receiving carrier, who forwards it to the losing carrier.
3. Your current carrier approves or rejects it. A rejection is almost always administrative: a missing document, a name that doesn't match, an ongoing contract commitment.
4. A cutover date is set, usually a few days or weeks away depending on the country.
5. The cutover happens, at a time slot known in advance.

The two moments where it can be noticeable

The first is the cutover itself: it lasts a few minutes, during which an incoming call could be lost. We schedule it outside your business hours for that reason.

The second is the gap between the number's arrival and the configuration of its destination. It's avoided by preparing everything before the cutover: the number arrives and its call flow is already defined, so there's nothing left to do on the day itself.

What can't be ported

Some numbers can't be ported: special-purpose numbers depending on the country, and numbers tied to a technical service rather than a subscriber. This is checked at quote stage, before any commitment.

During the transition

If the timeline doesn't allow waiting, a temporary call forward from the old carrier lets you work on the new setup while the request moves forward. It isn't elegant, but it avoids stalling a deployment for weeks.

How long it takes

The delay isn't technical, it's regulatory, and it varies a lot by country. In Belgium and France, expect a few business days for a clean file. In other countries, the procedure takes several weeks and additional documents. A business number with multiple lines generally takes longer than a single number.

Mistakes that get a request rejected

1. The account holder doesn't match. The number is registered to a former director, an absorbed company, or a trade name instead of the legal company name. This is by far the leading cause of rejection.
2. The number list is incomplete. Porting the main line without the numbers in the hunt group leaves half the calls with the old carrier.
3. A contract is still active. Porting remains possible, but early termination fees may apply: better to know this in advance.
4. The installation address has changed without being updated with the current carrier.

What we do, and what you do

You provide the documents and confirm the date. We assemble the file, submit it, follow up with the losing carrier, and keep you informed at every step. You don't need to talk to the regulator or to your old carrier.

What to remember

• Check the exact account holder first
• List every number, not just the main one
• Build the complete setup before the cutover
• Schedule the cutover outside your business hours

Availability and required documents vary by country: see our coverage page.