Guides › Broadband, Phone and Mobile Contracts › Problems Keeping My Number When Switching
Problems Keeping My Number When Switching
Phone providers must let you take your number with you when you switch, and must offer compensation if they block or delay porting. Ofcom guidance on good practice includes £8 a day for loss of service lasting more than one working day while switching, and £25 for a missed appointment.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights
Keeping Your Number
Phone providers must allow you to take your number to a new provider when you switch, and must offer compensation if they block or delay you from porting. Mobile customers can switch by free text (text-to-switch). Your new provider may ask for an Ofcom complaint reference. source
Compensation Guidance
Ofcom good practice: £8 per calendar day for loss of service of more than one working day while switching; £5 if a service does not start on the agreed date plus £5 a day of delay; £25 for a missed installation or service appointment. Usually paid as a bill credit. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 5
Contact your new provider first with the number and dates.
Step 2 of 5
Ask both providers what went wrong.
Step 3 of 5
Ask for compensation for the delay or loss of service.
Step 4 of 5
Make a formal complaint and ask for a deadlock letter.
Step 5 of 5
After 6 weeks, use the ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Do not cancel your old contract until the switch is complete.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/make-a-complaint/complain-about-mobile-phone-or-internet-services/changing-provider Checked 13 October 2026
- ofcom.org.uk/siteassets/resources/documents/phones-telecoms-and-internet/information-for-industry/general-authorisation-regime/guidance-compensation-switching-and-porting.pdf Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026