- Number portability is a regulatory requirement under Ofcom's General Conditions, so providers must allow eligible landline numbers to be transferred between networks.
- Since 12 September 2024, most home broadband and landline switches between providers using the Openreach network run through the One Touch Switch (OTS) process, where the new provider leads the switch.
- Under Ofcom rules, you should not be left without a usable service for more than one working day when switching between providers covered by the OTS process.
- The PSTN landline network is being retired as Openreach completes the all-IP migration by 2027, so many switches now move a number onto a digital voice service.
- Ofcom rules entitle you to compensation if a switch or number port goes wrong and your service is delayed beyond the agreed timescales.
Tell your new provider you want to keep your existing landline number when you place the order. Through One Touch Switch the new provider arranges the port, so you keep the same number with little or no downtime.
Last reviewed: June 2026
What to do before you switch to protect your number
Keeping a landline number depends on flagging it at the point of sale, not after the switch has gone through. When you place an order with a new broadband and phone provider, state clearly that you want to retain your current telephone number rather than be allocated a new one. The new provider records this as a port request and uses your existing number details to set up the transfer.
Before you commit, check that the account holder name and the installation address match what your current provider holds. A mismatch in name, postcode or account reference is one of the most common reasons a port stalls. It is also worth confirming with your current provider that there are no outstanding contractual issues that would block the switch, although under the One Touch Switch process you no longer need to contact your old provider to start the move.
Gather your details in advance so the new provider can set the order up correctly. Have your current telephone number, your account number with the existing provider and your full installation address ready. If you are part-way through a contract, it helps to know your contract end date and whether an early exit charge applies, because the new provider must tell you about likely charges before you commit. Having this information to hand reduces the risk of the order being placed against the wrong details, which is the usual cause of a delayed port.
How the One Touch Switch process works
Since 12 September 2024, switching home broadband and landline services between providers that use the Openreach copper or fibre network is handled through One Touch Switch (OTS). The principle is that the gaining provider leads the entire process. You contact only the new provider, place your order, and ask to keep your number. The new provider then coordinates with the losing provider to release the line and port the number across.
As part of OTS, the new provider must give you clear information before you commit, including any early termination charges you might face on your old contract and confirmation of what is being switched. Once the order is confirmed, the new provider is responsible for arranging the changeover so that you are not left without a service for an extended period. This replaced the older system where customers sometimes had to request a porting authorisation code or contact both companies separately.
Does your new provider need to confirm the porting?
Yes. The number port is a defined part of the switching order, and the new provider must confirm that it has registered your request to keep the existing number. Look for written confirmation, usually by email or in your online account, that states your current telephone number will be retained. If the order confirmation lists a brand new number instead, raise it immediately, because correcting the order before the switch date is far simpler than recovering a number afterwards.
If you are moving from a traditional PSTN landline to a digital voice or VoIP service, the same principle applies: the number can usually be carried across, but it is configured against the new platform. Ask the provider to confirm the number will work on the digital service and whether any equipment, such as a router with a telephone socket, is needed.
Steps to preserve a landline number when switching
The table below summarises the practical steps and the typical responsibility for each one under the One Touch Switch model.
| Step | What happens | Who leads |
|---|---|---|
| Place order and request number | State you want to keep your existing number | You and new provider |
| Pre-switch information | Receive details of any charges and what is switching | New provider |
| Coordinate with old provider | Line release and number port arranged | New provider |
| Switch date | Service moves with minimal downtime | New provider |
| Confirm number works | Test incoming and outgoing calls | You |
Timelines and what to expect
Under Ofcom's switching rules, the process is designed so you should not be left without a working service for more than one working day when both providers operate within the One Touch Switch process. In many cases the number transfers on the agreed switch date with no perceptible gap, particularly where the new service uses the same Openreach line. Where a new line or equipment is required, the provider will give you an activation date in the order confirmation.
Keep records of your order reference, the confirmed switch date and the number being retained. If the switch is delayed beyond what was agreed, Ofcom's automatic compensation framework can entitle you to a payment without you having to claim it. Test your line on the switch date by calling the number from a mobile and making an outbound call to confirm both directions work.
What to do if your number is lost
If your old number stops working or a new number appears after the switch, contact your new provider straight away and quote your order reference. Because the gaining provider led the switch, it is the right point of contact to investigate a failed or incomplete port. Ask it to confirm whether the port request was submitted and what the current status is.
If the issue is not resolved, you can raise a formal complaint with the provider and, if it remains unresolved after eight weeks or you receive a deadlock letter, escalate to the relevant Alternative Dispute Resolution scheme that the provider belongs to. Ofcom requires providers to be members of an approved ADR scheme. Acting quickly improves the chance of recovering a number, because once a number is fully released back into the numbering pool it becomes much harder to retrieve.
Keep a clear record of every contact while the issue is open, including dates, the names of advisers and any reference numbers. If a delay leaves you without service beyond what was agreed, Ofcom's automatic compensation framework may apply, and the provider should pay it without you needing to ask. Should the original number prove impossible to recover, ask the provider to confirm that outcome in writing and to explain the options, so you can update contacts and any services linked to the number with certainty rather than guesswork.
Frequently Asked Questions
Will I lose my landline number if I switch provider?
Not if you ask to keep it when you place the order. Number portability is a regulatory requirement, so eligible landline numbers can be carried to a new provider. The number is only at risk if you fail to request retention or if the line is ceased rather than switched.
What do I need to do to keep my landline number?
Tell your new provider at the point of order that you want to retain your existing number. Make sure the account name and installation address match your current records so the port is not rejected. Then check the order confirmation states your existing number, not a new one.
How long does landline number porting take with OTS?
Under the One Touch Switch process the switch is designed to complete with minimal disruption, and Ofcom rules aim to avoid you being left without a usable service for more than one working day. The exact date is set out in your order confirmation, and the number usually moves on that agreed switch date.
What if my number is not ported to my new provider?
Contact your new provider immediately with your order reference, because it led the switch and can investigate the port status. If it is not resolved, raise a formal complaint and, after eight weeks or on receipt of a deadlock letter, escalate to the provider's Alternative Dispute Resolution scheme.
Can I port a landline number to a mobile?
Porting a geographic landline number directly onto a standard mobile contract is generally not supported in the same way as moving between landline providers. Some VoIP and digital voice services can host a landline number and route calls to an app or device, but this is a different arrangement from a mobile number port. Check with the specific provider what is technically possible.
