How to Port Your Business Number to VoIP (Without Losing a Call)

Small-business owner preparing to move an existing business number to a cloud phone system

Worried that changing phone providers means losing the business number your customers already know?

In most cases, you can keep your existing business number when you move to VoIP in Australia. Your customers continue dialling the same number, while your calls are directed to your new cloud phone system.

The key is to plan the changeover properly. Keep your current service active, provide accurate account details and allow your new provider to manage the porting process.

This guide explains how to port your business number to VoIP, what information you need and what to check before and after the change.

Can I keep my business number when I change phone providers?

Yes, most Australian business numbers can be transferred, or “ported”, to a new provider.

This commonly includes:

  • Local numbers beginning with 02, 03, 07 or 08
  • 13 numbers
  • 1300 numbers
  • 1800 numbers

The Australian Communications and Media Authority (ACMA) recognises number portability, which allows customers to change providers while keeping their existing number.

Your new VoIP provider will confirm whether your specific number is eligible. They will also check whether it is part of a number range, line hunt, complex business service or another arrangement that requires additional planning.

Eligibility is normally confirmed by the new provider’s porting team after they review your current phone bill and service details.

What happens when you port a number to VoIP?

The process is simpler than it may sound:

  1. You choose your new VoIP provider.
  2. The provider checks whether your number can be ported.
  3. You supply your current account and service details.
  4. You authorise the new provider to request the port.
  5. Your new VoIP system is prepared while your old service remains active.
  6. Your number is transferred on an agreed cutover date.
  7. Calls begin arriving through your new cloud phone system.

The number itself does not change. Only the service receiving the calls changes.

That means your website, business cards, vehicle signage, invoices and customer records can continue using the same number.

A business phone number moving smoothly from a traditional phone into a cloud phone system

What information does the provider need?

Your provider will usually ask for information that matches the records held by your current carrier.

Prepare the following:

  • Your exact business or account name
  • The service address
  • Your current provider’s account number
  • The phone numbers you want to port
  • A recent phone bill or invoice
  • The name of the authorised person requesting the port
  • A completed Porting Authorisation Form or Letter of Authorisation
  • Proof that your business owns or uses the service

The details need to match closely. A small difference in the business name, address or account information can cause the request to be rejected or delayed.

If you have several numbers, provide a complete list. Do not assume that porting the main number automatically moves every number connected to your account.

Your VoIP provider should explain what is required and help you correct any details before submitting the request.

The golden rule: do not cancel your old service

Do not cancel your existing phone service before the port is complete.

Your current number generally needs to remain active while the porting request is processed. If you cancel the service early, the number may become inactive and the port can fail.

Keep paying the old provider during the transition, even if your new VoIP system has already been configured. This does not mean you will use the old system forever. It simply keeps the number available until the agreed cutover.

Once the port has completed and you have tested the new system, your provider can advise you on closing the old service. Check your old contract first, as early termination fees or other charges may apply.

The ACMA guidance on porting phone numbers also warns customers not to disconnect an existing service before the number has been transferred.

How long does business number porting take?

The timeframe depends on the type and complexity of your service.

As a general guide:

  • A single local number may take around one to two weeks
  • Multiple local numbers may take several weeks
  • Number ranges, line hunts and older business phone services may take three to six weeks
  • 13, 1300 and 1800 numbers can also require several weeks, depending on the carrier and service arrangement

These are planning estimates, not guarantees. Your provider will confirm the expected timeframe after reviewing your numbers.

A simple port usually involves one number with no complicated services attached. A complex port may include:

  • Multiple numbers
  • A block or range of numbers
  • Line hunt arrangements
  • ISDN or older business phone services
  • Special inbound routing
  • Numbers spread across different accounts
  • Services shared with fax, alarms or other equipment

Complex ports take longer because the provider needs to confirm how the numbers and connected services are configured.

Your existing service should generally continue working until the port takes place. Your provider should also give you a confirmed cutover date or window.

What happens to EFTPOS, alarms, fax and lift phones?

Porting your voice number does not automatically make every device on the old line compatible with VoIP.

Before submitting the port, make a list of everything connected to the service, including:

  • EFTPOS terminals
  • Alarm diallers
  • Fax machines
  • Lift or emergency phones
  • Medical or monitoring equipment
  • Modems
  • Door entry systems
  • Other analogue devices

Some older equipment relies on the signalling used by traditional phone lines. It may not work reliably over an internet-based phone connection.

Speak with the relevant equipment provider before the changeover. Your bank may recommend moving an EFTPOS terminal to an internet or 4G connection. Your alarm company may require a dedicated connection or a new monitoring device.

Do not rely on an analogue telephone adapter without checking first. While an adapter can connect some devices to VoIP, the equipment manufacturer or monitoring provider needs to confirm that the setup is supported.

In some cases, the best solution is to keep a separate service for equipment while porting the voice number to VoIP.

Your pre-port checklist

Use this checklist before the port request is submitted.

Number and account details

  • List every number you want to move
  • Confirm whether each number is local, 13, 1300 or 1800
  • Find a recent bill from your current provider
  • Check the account name and service address
  • Confirm whether the numbers are part of a range or group
  • Ask the new provider to confirm eligibility

Equipment and services

  • Identify EFTPOS terminals on the line
  • Check alarm and monitoring equipment
  • Check fax, lift phones and door entry systems
  • Ask each equipment provider whether it supports VoIP
  • Decide whether any equipment needs a separate connection

VoIP setup

  • Choose which staff members receive calls
  • Set up ring groups or call queues
  • Record your opening hours and after-hours rules
  • Prepare voicemail greetings
  • Decide whether calls should ring desk phones, laptops or mobile apps
  • Choose a low-traffic cutover period

Small-business owner reviewing a phone porting checklist with connected business equipment

What to test after the port?

Once the number has moved, test it from outside your business. Do not assume everything is working because one call connects.

Check:

  • An inbound call to your main number
  • An outbound call from each user
  • Caller ID on outbound calls
  • Call transfers
  • Ring groups and call queues
  • Hold and resume
  • Voicemail
  • After-hours greetings
  • Public holiday or closed-office settings
  • Calls to 13, 1300 or 1800 numbers, if relevant
  • Calls to staff using the desktop or mobile app
  • Any call recording or reporting features you use

Ask someone outside the business to call your number from a mobile phone. This confirms that the number is reachable from another network, not just from inside your office.

Keep an eye on the system for the first day or two. If you notice a routing problem, report it to your VoIP provider promptly.

Small-business team testing desk phones, a laptop softphone and a mobile app after cutover

Why move your existing number to a cloud phone system?

Porting your number to VoIP lets you keep the identity your customers recognise while giving your team more flexibility.

Once the number is connected to a cloud phone system, calls can ring on:

  • A desk phone
  • A laptop or desktop app
  • A smartphone app
  • Multiple devices at the same time

Your team is no longer tied to one phone in one office. A staff member can answer a business call while working from home, visiting a customer or travelling between locations.

Cloud systems can also provide call routing, ring groups, voicemail, business messaging and other features without requiring a traditional phone system on-site. You can learn more about these options on our cloud phone system features page.

A smoother way to change providers

You usually can keep your business number when moving to VoIP. The safest approach is to start early, keep your old service active and let your new provider manage the porting process.

The most important steps are:

  1. Confirm your number is portable.
  2. Provide accurate account information.
  3. Check all equipment connected to the old line.
  4. Do not cancel the old service before the port completes.
  5. Test every important call function after cutover.

Cloud Phone Company helps small and medium-sized businesses with setup, number porting, call routing and ongoing support. We can talk through your current arrangement and explain the practical next step.

Call us on 07 5238 8578 or email hello@cloudphonecompany.com.au for help porting your business number to VoIP.