Please note that this is article is for UK clients only.
To request that a range of numbers are ported in to or away from essensys, a case should be raised via Connect in the first instance. Further information on the process can be found below.
Numbers can in most cases be ported in to one of essensys' voice providers.
To proceed with a port request, a ‘Letter of Authority’ needs to be completed, printed on a client's headed paper and signed by the client. The Letter of Authority is an industry standard form which contains the Losing Communications Provider (customers current provider) and the Gaining Communications Provider (essensys’ provider). The customer will need to know their own provider and telephony set up to complete this form. We also ask for a copy of the full phone bill showing the address phone number and company name to ensure the details match.
Blank Letter of Authority can be found HERE. This is included to provide an example only as we must use the correct carrier form. This must be completed in full and printed on the clients headed paper.
You should submit the request by opening a new case on the Connect portal. Once you have the case reference, you can e-mail firstname.lastname@example.org with the case reference and the required documentation. You should also confirm at this time if any of the numbers will be used as a Main Number by the client, and if any other numbers on the client account should be removed following successful porting.
Once we have submitted the request, we should receive acceptance or rejection of the number porting order by the Losing Communications Provider within 10 working days. If it is a straight-forward port the standard lead time is 19 working days.
Once we have the porting accepted, we shall add the DDI(s) to Connect.
essensys will add a note to the case, advising that the numbers need to be activated on Connect by the centre manager, and will provide a link to an article which will assist with this, in case you're unsure. It is crucial that this step is completed or the numbers will not work once ported.
The number should cease with the Losing Provider on the day it ports over. If it is the only number on the account, the account should also cease. This does not always happen; therefore, we recommend the client contacts their provider to ensure their billing and account is correctly ceased AFTER the porting has taken place.
Please also note that if the client cancels their account before the number is ported over then this could cause the porting to fail. If the client is tied into a fixed term contract with their current provider which goes beyond the porting date then they may be liable to pay a cancellation fee equivalent to the total amount of monthly charges to the end of their contract term.
If you have any issues with calls following porting, please following this trouble-shooting guide.
Only clients who port numbers in to essensys can port them out.
All DDI’s assigned by essensys are part of a large DDI Block range assigned to an Operator and a Building. As these DDI’s are part of a large block range they cannot be broken down into smaller ranges or single individual numbers to be ported away. This fractures the DDI Range so is not allowed.
Clients who have numbers provided by essensys (via Connect) will always be issued with the numbers assigned from a block range, and requests to port these numbers away will be handled on a case by case basis.
For clients who can port out their numbers, the process is led by the Gaining Provider. The client will sign a Letter of Authority and provide this to their new provider. The client may ask for details of their numbers, such as who the Losing Communications Provider is, What address the numbers are registered to, and what the full DDI Range may be. For all instances please raise a case for essensys to respond with the required information.
Once the client’s new provider has submitted the port request to the carrier, essensys will receive a “Leaving Notification”. This will detail the phone number(s) requested to leave, and the date/time they are requested to leave. essensys will issue this notification to the Operator to notify the numbers will be leaving. Operators will need to issue notification to the End-User to notify the numbers will be leaving, and give them an opportunity to reject the order if the port request is deemed unauthorised.