BT Cloud Work Number Transfer Frequently Asked Questions

TABLE OF CONTENTS

1. Can I switch to BT Cloud Work but keep my current phone number? 
2. How do I find out if my phone number is eligible to be transferred?
3. Should I first cancel my current phone service?
4. What if I have a broadband service on the number I am transferring?
5. What if I have alarm monitoring services on the number I am transferring?
6. What information is needed to transfer my number?
7. How will I know if you need more information to complete my transfer request?
8. How do I check the status of my current number transfer?
9. How will I know if there is a problem with my number transfer?
10. How long does it take to complete a number transfer?
11. How do I know when my number will be activated?
12. Will there be any loss of service during the transfer process?
13. What happens on the day of transfer?
14. Can I cancel or delay my transfer request?
15. What if I transfer multiple phone numbers?
16. What is the number to call if I have questions about my number transfer request?

See Also: Transferring your Existing Phone Number to your BT Cloud Work Account.
 

1. Can I switch to BT Cloud Work but keep my current phone number?
   • Yes. You can maintain a phone number with your current provider and have calls forwarded automatically to your BT Cloud Work account.
2. How do I find out if my phone number is eligible to be transferred?
   • Check with your current service provider that you are out of contract. Log in to your BT Cloud Work portal, complete the number transfer wizard and a member of the BT Cloud Work number transfer team will be in touch.
3. Should I first cancel my current phone service?
   • No. Your number must be active with your provider in order for it to be transferred to BT Cloud Work. Wait until the transfer is complete to cancel your phone service.
4. What if I have a broadband service on the number I am transferring?
   • You will need to call your service provider to get a new phone number for your broadband line before you send your transfer request. Otherwise, you risk losing your broadband service. 
5. What if I have alarm monitoring services on the number I am transferring?
   • We are unable to transfer numbers where alarm monitoring services are installed. You will need to contact your current service provider to move or cancel them. Do not cancel your phone service otherwise we won’t be able to complete the number transfer.
6. What information is needed to transfer my number?
   • You will need to provide the following information, exactly as it appears on record with your current service provider, when you submit your transfer request. If there is a mismatch, transfer will be delayed.
     • Company name and address.
     • Company registered number.
     • Name of the account holder (authorised to make changes to the account).
     • Service address (physical address where the phone number currently rings).
     • Current service provider name and address.
     • Account number.
     • Phone number(s) to be transferred.
7. How will I know if you need more information to complete my transfer request?
   • We will email and/or call you if we need more information to complete your transfer request. You will also see a notification at the top of the Overview screen in your BT Cloud Work portal.
8. How do I check the status of my current number transfer?
   • Log in to your BT Cloud Work portal and go to Phone system > Phone numbers > Transferred and vanity. You can also call BT Cloud Work Support on 0800 389 0598 and select the required menu option to reach the number transfer team.
9. How will I know if there is a problem with my number transfer?
   • If your number transfer request is rejected, we will let you know by email.
10. How long does it take to complete a number transfer?
    • The process takes around 30 business days to complete after you’ve put in a request through the BT Cloud Work portal. The timing does rely on your current service provider. The transfer can take less than 30 days to complete or longer for more complex requests.
11. How do I know when my number will be activated?
    • BT Cloud Work will notify you through email after we receive the release date from your provider.
12. Will there be any loss of service during the transfer process?
    • Depending on the number type, your BT Cloud Work service will be unavailable for up to 3 hours on the day of transfer. To find out your number type, call BT Cloud Work Support on 0800 389 0598 and select the required menu option to reach the number transfer team.
13. What happens on the day of transfer?
    • On the day of the transfer we will activate the transfer process and let you know it has started. We will place test calls to verify the calls are routing to the BT Cloud Work network. Once all calls are routing via BT Cloud Work correctly, we will confirm that we have moved your number(s) and let you know that the transfer is complete.
14. Can I cancel or delay my transfer request?
    • You can delay or cancel your number transfer request at any time up to 4 days before the agreed transfer date, not including weekends or bank holidays. After this date, a point of no return is reached and the transfer cannot be cancelled or delayed.
15. What if I transfer multiple phone numbers?
    • That’s fine - the number transfer process lets you specify all the phone numbers that you want to transfer. 
16. What is the number to call if I have questions about my number transfer request?
    • You will need our BT Cloud Work support on 0800 389 0598 and select the required menu option to reach the number transfer team.
      • BT Cloud Work Basic customers: Monday to Friday, 8am to 6pm
      • BT Cloud Work Connect and Collaborate customers: 24 hours a day, 7 days a week