- Number portability allows a landline number to be kept when switching provider in many cases.
- With the move to digital voice, a number is usually kept through the new provider's voice service.
- Porting a number is arranged as part of switching, and the providers co-ordinate it.
- Keeping a number when moving address is sometimes possible but can be more limited.
- Some numbers cannot be ported, depending on the circumstances and the providers.
A landline number can often be kept when switching provider through number portability, arranged as part of the switch. Keeping a number when moving address is sometimes possible but more limited.
Last reviewed: June 2026
Why keeping your number matters
For many households and especially small businesses, a landline number is valuable and worth keeping when switching broadband provider or moving home. The number may be widely known to contacts, printed on documents, or associated with a business, so losing it can be inconvenient. Number portability is the mechanism that allows a number to be carried from one provider to another, and understanding how it works, what happens during a switch, and when a number can or cannot be kept helps customers protect a number they want to retain. The position has also evolved with the move from the old analogue network to digital voice.
The key distinction is between switching provider at the same address, where keeping a number is often straightforward, and moving to a new address, where it can be more limited. Understanding both situations helps a customer plan.
Number portability when switching
When switching broadband and phone provider at the same address, number portability often allows the existing landline number to be carried across to the new provider. This means the customer keeps the same number despite changing provider. Porting is arranged as part of the switch, with the providers co-ordinating the transfer of the number. The customer usually requests to keep the number when arranging the new service, and the process handles moving it. This ability to keep a number when switching supports competition, as it removes the deterrent of losing a number that might otherwise discourage customers from changing provider.
| Scenario | Keeping the number | Notes |
|---|---|---|
| Switching at same address | Often possible | Arranged as part of the switch |
| Moving to digital voice | Usually retained | Carried to the new voice service |
| Moving to a new address | Sometimes possible | More limited, check first |
| Cancelling before switching | Risk of losing the number | Arrange porting first |
Digital voice and your number
The move from the old analogue telephone network to digital voice, delivered over broadband, affects how a number is kept. With digital voice, the phone service runs over the broadband connection rather than a separate analogue line, but an existing number can usually still be retained, carried across to the new provider's digital voice service. The handset connects through the router rather than a wall socket. For a customer keeping a number while moving to digital voice, the number is generally preserved, though the way the phone connects changes. Confirming with the provider that the number will be carried across is worthwhile when arranging a digital voice service.
Porting under One Touch Switching
One Touch Switching, the gaining-provider-led process for changing broadband provider, handles the switch including, where applicable, the arrangements for the phone service. Where a customer is keeping their number, the porting is arranged as part of the switch co-ordinated by the new provider. The customer should make clear when arranging the switch that they wish to keep their number, so the new provider arranges the porting. As with the broadband switch itself, the process aims to co-ordinate the change smoothly. Confirming the number handling at the point of arranging the switch ensures the number is carried across as intended.
How long porting takes
The time it takes to port a number is co-ordinated as part of the switching process. The exact timing depends on the providers and the circumstances, and it is arranged so the number transfers as the new service takes over. In most cases porting is handled within the switch timeline, so the customer keeps the number through the transition. Where there are complications, porting can take longer. Asking the new provider about the expected timing for the number transfer, as part of arranging the switch, gives the customer a clear picture and helps avoid any unexpected gap in the use of the number.
Keeping a number when moving address
Keeping a landline number when moving to a new address is sometimes possible but is generally more limited than keeping it when simply switching provider at the same address. Whether a number can move with a house move depends on the circumstances, including the providers and the locations involved, as numbers have traditionally been associated with a geographic area. With the move to digital voice, some of the traditional geographic constraints may change, but the ability to keep a number when relocating is not guaranteed. A customer who wants to keep a number when moving should check with the provider in advance whether it is possible in their specific situation.
When a number cannot be ported
There are situations where a number cannot be ported. These can include certain circumstances around the providers involved, the type of number, or where a number has already been given up. If a broadband and phone service is cancelled before arranging to keep the number, the number may be lost, which is why it is important to arrange porting as part of the switch rather than cancelling first. Checking in advance whether a particular number can be ported, and arranging it as part of the switch rather than after cancelling, protects against losing a number that the customer wants to keep.
Protecting your number
To protect a number when switching or moving, a few steps help. Make clear to the new provider, when arranging the switch, that you wish to keep your number, so porting is arranged as part of the process. Do not cancel the existing service before the number is arranged to be kept, as cancelling first can result in losing the number. Confirm the timing and that the number will be carried across. For a house move, check in advance whether keeping the number is possible. Following these steps gives the best chance of retaining a number that matters.
Keeping the number you value
In summary, a landline number can often be kept when switching broadband and phone provider through number portability, arranged as part of the switch and, with the move to digital voice, carried across to the new provider's voice service. One Touch Switching co-ordinates this where the customer wishes to keep their number. Keeping a number when moving address is sometimes possible but more limited, and some numbers cannot be ported. Arranging porting as part of the switch, rather than cancelling first, is the key to protecting a number you value.
Frequently Asked Questions
Can I keep my landline number when switching broadband?
Often yes. When switching provider at the same address, number portability frequently allows the existing landline number to be carried across to the new provider, arranged as part of the switch. With the move to digital voice, the number is usually retained through the new provider's voice service, with the handset connecting through the router.
How do I port my number to a new provider?
Make clear to the new provider, when arranging the switch, that you wish to keep your number, so porting is arranged as part of the process. The providers co-ordinate the transfer. Importantly, do not cancel the existing service before the number is arranged to be kept, as cancelling first can result in losing the number.
How long does number porting take?
Porting is co-ordinated as part of the switching process, with the exact timing depending on the providers and circumstances, arranged so the number transfers as the new service takes over. In most cases it is handled within the switch timeline. Asking the new provider about the expected timing when arranging the switch gives a clear picture.
Can I keep my number when moving address?
Sometimes, but it is generally more limited than keeping it when switching provider at the same address. Whether a number can move with a house move depends on the circumstances, including the providers and locations, as numbers have traditionally been geographic. Checking with the provider in advance whether it is possible in your specific situation is important.
What happens to my number if I cancel broadband before switching?
If a broadband and phone service is cancelled before arranging to keep the number, the number may be lost, which is why porting should be arranged as part of the switch rather than cancelling first. To protect a number, make clear you wish to keep it when arranging the new service, and do not cancel the existing service beforehand.
Are there numbers that cannot be ported?
Yes, some numbers cannot be ported, depending on circumstances such as the providers involved, the type of number, or where a number has already been given up. Checking in advance whether a particular number can be ported, and arranging it as part of the switch rather than after cancelling, protects against losing a number you want to keep.
