What happens to your number when you switch broadband?
Last reviewed: 22 March 2026
In most cases you can keep your existing landline number when you switch broadband provider. The process is called number porting, and it is handled between the old and new provider on your behalf. The key is to request the port at the right time and avoid cancelling your old service before the transfer completes. This guide walks you through the full process, common pitfalls, and what to do if something goes wrong.
At a glance
- Request number porting during the sign-up process with your new provider, not after.
- Do not cancel your old service yourself; let the switching process handle it.
- Porting between Openreach-based providers is usually straightforward via One Touch Switch.
- Cross-network porting (e.g. from Virgin Media to an Openreach provider) may take longer and has more conditions.
- VoIP numbers can also be ported, but the process varies by provider.
How number porting works: step by step
| Step | What happens | Your action |
|---|---|---|
| 1. Order new broadband | You sign up with the new provider and request to keep your existing number. | Provide your current landline number during the order. Confirm porting is included in the order summary. |
| 2. New provider requests the port | Your new provider contacts the old one (or Openreach) to initiate the number transfer. | Nothing required from you at this stage. Do not contact your old provider to cancel. |
| 3. Validation | The old provider checks the number is eligible and matches your details. | Ensure the name and address on your old account match what you gave the new provider. |
| 4. Switchover date agreed | Both providers agree a date for the transfer, usually 10–14 working days from the order. | You will receive a confirmation with the activation date. Keep this safe. |
| 5. Number transfers | On the agreed date, your number moves to the new provider. There may be a brief outage of up to a few hours. | Test your line after activation to confirm the number is working on the new service. |
Timing: when to request the port
Always request the port at the point of ordering your new service. Most providers have a tick box or a question during sign-up asking whether you want to keep your existing number. If you complete the order without requesting it, adding the port later can be more complicated and may delay your switch.
The porting process typically takes 10–14 working days on the Openreach network. Cross-network ports (e.g. from a cable provider to an Openreach-based provider) can take longer, sometimes up to 30 days. Factor this into your planning, especially if you are moving home at the same time.
The biggest risk: cancelling your old service too early
This is the single most common cause of lost numbers. If you phone your old provider and cancel your account before the porting process completes, the number may be released back into the general pool and become unrecoverable. The rule is simple: do not contact your old provider to cancel. Let the new provider and the switching process handle it. Your old account will be closed automatically once the transfer is complete.
If you are using the One Touch Switch process (which covers switches between Openreach-based providers), the old provider is notified automatically and the number port is coordinated as part of the same transfer.
Cross-network porting
Porting between different network infrastructures introduces extra steps:
- Cable to Openreach (e.g. Virgin Media to BT, Sky, Plusnet) – possible, but you may need to contact both providers. The number is ported via a process called “cease and re-provide”, which can take up to 30 days.
- Openreach to cable – similarly requires coordination between both networks. Confirm with the new provider that they support porting from your current network before ordering.
- 4G/5G home broadband – most 4G/5G home broadband services do not provide a landline number and cannot accept a ported landline number. If you want to keep your number, consider a VoIP service instead.
VoIP numbers
If your current phone service runs over VoIP (common with full-fibre providers like BT Digital Voice), your number can usually be ported to another VoIP service or back to a traditional line. The process is the same in principle, request the port during sign-up, but confirm with both providers, as some smaller VoIP operators have limited porting agreements.
What can go wrong
- Name or address mismatch – if the details on your old account do not match what you provided to the new provider, the port can be rejected. Check and correct any discrepancies before ordering.
- Number not eligible – some very old or non-geographic numbers may not be portable. Your new provider should tell you during the order process.
- You cancelled your old service – if the old account is closed before the port completes, the number may be lost. Always let the switching process handle cancellation.
- Delay from the old provider – occasionally the losing provider is slow to process the port. If your switchover date passes without the number transferring, contact your new provider and ask them to chase the port.
Frequently asked questions
Can I keep my number if I move to a different area?
Landline numbers are tied to geographic areas. If you move to a different area code, you cannot keep the old number as a landline. You could port it to a VoIP service, which is not tied to a physical location, and continue receiving calls on it through an app or VoIP handset.
How long does number porting take?
On the Openreach network, 10–14 working days is typical. Cross-network transfers can take up to 30 days. Your new provider should give you a confirmed activation date.
Will my phone go dead during the switch?
There is usually a brief period, from a few minutes to a few hours, on the switchover day when the line is being transferred. Incoming calls during this window may not connect. It is worth letting frequent callers know the date.
What if I have already cancelled my old service?
Contact your old provider immediately and ask whether the number can be reinstated. If the account was only recently cancelled, they may be able to recover it. The longer you wait, the less likely recovery becomes.
Can I port a mobile number to a landline?
No. Mobile and landline numbers use different numbering ranges and cannot be ported between the two. However, you can port a landline number to a VoIP service and use it on a mobile app.
What to do next
Understand One Touch Switch
How the automated process handles your switch and number port.
One Touch Switch