Don't lose your landline number: printable checklist
How to use this page
- Print this page and work through the checklist before your line moves to digital voice.
- Every tick protects you from the small chance of losing your existing number during the migration.
- If anything does not match what your provider tells you, pause and ask for written confirmation.
The short answer
In almost every case the migration to digital voice keeps your landline number as it is. Problems arise mainly when two things happen at the same time (for example, you also switch provider during the migration), or when a scam disguised as an upgrade call harvests your account details and moves the number elsewhere without authorisation.
Before the migration
- Write your current landline number on the top of this checklist so you can confirm it against what arrives.
- Confirm the name your phone account is registered to. Many households still have an account in a deceased relative's name: fix this before migration, not during.
- Make sure the billing address on the account is current.
- Ask your provider in writing to confirm your number will move unchanged to the new digital voice service, including the area code.
- Find and keep your most recent bill. The number and account reference are on it.
- Take a screenshot or photo of your online account page showing the current number.
During the migration
- On the migration day, dial your own number from a mobile. Confirm it still rings the house.
- Dial out from the landline to your mobile. Confirm the correct number shows on the mobile's caller ID.
- Test that 999 works. (Dial 101 for a silent test if you are unsure; do not misuse 999.)
- Test voicemail if you use it.
After the migration
- Check the first post-migration bill for any unexpected number change, new line identifier, or added charges.
- Update contacts: if the number did change (rare), tell your bank, GP, pharmacy, family, and anyone with you on a priority-access list.
- If you have a telecare or monitored alarm, ring the monitoring centre to confirm the number they have on file matches the number on the bill.
If you are also switching provider
Switching broadband or phone provider during the digital voice migration is the highest-risk scenario for number loss. If possible, avoid switching in the same month as your migration.
- Ask the new provider to raise a porting request for the number, not a new-line order. Porting keeps the existing number.
- Do not cancel the old service until the new service is live and the number has been confirmed on it. Cancellation first kills the port.
- Keep the old provider's reference numbers until you have made and received calls on the new line.
If your number is lost or moved without your permission
- Ring your provider first. Most number losses are internal mistakes and can be reversed the same day.
- If the provider cannot reinstate the number within 10 working days, raise a formal complaint in writing.
- If the complaint is not resolved within 8 weeks, escalate to the relevant ADR scheme (CISAS or Ombudsman Services) depending on your provider. See complaints and redress for the escalation steps.
- If you think someone used a scam call to move your number to a different provider, report it to Action Fraud on 0300 123 2040 immediately.
Common questions about keeping your landline number
Does the digital voice switch change my landline number?
No. Every major UK provider migrates your existing number onto the digital voice service automatically. Your friends, family, and anyone on your alarm or telecare file keep ringing the same number.
Can I keep my landline number if I also change provider?
Yes, through a process called number porting. Ask the new provider to port the number rather than issue a new one, and do not cancel the old service until the port has completed.
What if my phone provider says I have to take a new number?
Push back firmly. Ofcom rules entitle most customers to keep their existing number through a digital voice migration. If the provider insists, ask for the reason in writing and escalate to a complaint if it is not satisfactory.
How do I know if a call is a scam trying to move my number?
Any caller who asks for your account password, PIN, or bank details while promising to "upgrade" or "migrate" your line is almost certainly a scammer. Hang up, wait five minutes, and call your provider back on the number on your bill. See scams and fake upgrade calls.