Porting means moving your existing phone number from your current carrier to a new provider without changing the number your customers dial. For a business, the question is rarely whether it can be done. It is how long it takes and whether calls will stop in the meantime.
The honest answer is that timelines depend on the type of number and on how clean your paperwork is. A simple landline usually moves faster than a number tied up in a long contract, a shared account or a mismatched billing address. Yappalot advertises going live in 1-2 business days on its SIP trunking service, and it offers free number porting from Bell, Rogers, Telus or any other provider. Treat that as the quick end of the range, and plan around the details below if your situation is less straightforward.
For a broader look at the move itself, see our guide to switching your business phone system to VoIP.
Documents and details you need before you start
Most delays come from information that does not match what the current carrier has on file. Gather these before you ask a new provider to submit the request:
- A recent bill from your current carrier showing the numbers you want to move.
- The exact account name and service address as they appear on that bill, not as you would normally write them.
- The name of the person authorized on the account, and their signature on a letter of authorization.
- The account number and any PIN or passcode the carrier requires.
- A full list of every number to move, including any direct lines (DIDs), fax lines and alarm lines.
If the name or address on your request differs from the carrier’s record, even by a suite number or a spelling, the request can be rejected and the clock starts over. Check the bill line by line before you sign anything.
Landline versus mobile numbers: what to expect
Landline and mobile numbers go through different processes, so they do not move on the same schedule.
Landline numbers. These are the most common business numbers to port to VoIP. When the account is in good standing and the paperwork matches, the move is typically the quicker of the two. Your new provider submits the request, your old carrier releases the number, and the provider schedules a cutover date with you.
Mobile numbers. A mobile number moving to a VoIP service can be handled through a separate process, and some carriers apply their own checks. If a mobile number is on a company plan with several lines, confirm who owns the account before you begin, since the account holder has to approve the release.
Whichever type you are moving, ask your new provider for a firm cutover date once the request is accepted, and ask what happens if the old carrier rejects it. A provider that handles porting every week will know the common rejection reasons and can fix them quickly. You can read more on our number porting page.
How to avoid downtime during the switch
The safest way to port is to set up the new service before the old one is switched off, so there is never a moment with no working phone line.
- Do not cancel your old service yet. Cancelling the old line before the port completes can release the number back to the carrier and put it at risk. Let the port finish first, then cancel.
- Build your new system first. Set up extensions, the auto attendant, voicemail and call routing on the new service while your old lines still work. Our VoIP setup guide walks through this.
- Use temporary forwarding. Ask your old carrier to forward calls to a temporary number or a mobile phone on the day of the cutover, so nothing rings into silence while the number moves.
- Pick a quiet time. Schedule the cutover outside your busiest hours, and have someone on hand to place a few test calls as soon as it completes.
- Keep a fallback. Features such as mobile fallback route calls to a cell phone if your internet drops, which is useful on cutover day and after.
Port requests are not instant, so give yourself margin. Do not set a hard deadline, such as a move-out date or a marketing launch, that depends on the port landing on a particular hour.
Handling toll-free numbers
Toll-free numbers, such as 1-800 and 1-888 lines, are managed differently from local numbers. Instead of the usual carrier-to-carrier port, the number is typically moved by changing the organization that is responsible for it, which means the paperwork has to identify the correct current provider.
Before you start, find out which company currently manages the toll-free number. It may not be your local phone carrier. Ask your new provider to confirm the steps for your specific number, since the details vary by number and by who holds it today.
If your toll-free number is printed on trucks, signs or years of marketing, treat it with extra care. Do not let it lapse, and do not cancel the service that holds it until the move is confirmed. Yappalot’s own main line is 1-888-YAP-ALOT, so this is a situation we deal with ourselves.
If you are unsure where to begin, talk to a VoIP provider before you cancel anything. A short conversation up front can save you a rejected request later.
Frequently asked questions about porting a business number to VoIP
How long does number porting take in Canada?
It depends on the type of number and how accurate your paperwork is. Yappalot advertises going live in 1-2 business days on its SIP trunking service, but a number with mismatched account details can take longer.
Do I keep my existing business phone number when I switch to VoIP?
Yes. Porting moves your existing number to the new provider so your customers keep dialling the same number. Yappalot offers free number porting from Bell, Rogers, Telus or any other provider.
Can I cancel my old phone service before the port finishes?
No. Cancelling early can release the number back to the carrier and put it at risk. Wait until the port is complete, then cancel the old service.
What information do I need to port a landline number?
You need a recent bill, the exact account name and service address as they appear on it, the authorized person’s signature, and any account number or PIN. A full list of every number to move also helps.
Can I port a toll-free number to VoIP?
Yes, but toll-free numbers are handled differently from local numbers. Find out which company currently manages the number and ask your new provider to confirm the steps for it.
How do I avoid missing calls during the switch?
Set up the new system first, keep your old service active until the port completes, and use temporary call forwarding on cutover day. Features like mobile fallback can also route calls to a cell phone if the internet drops.
