Your charity’s landline is shutting down on 31 January 2027. That raises an understandable question: what happens to your phone number?
For many charities, that number has been used for years. It appears on websites, letterhead, fundraising materials and local directories. Donors have saved it, service users rely on it, and volunteers and partners know precisely how to reach you.
The good news is that you do not have to lose it.
Through a process called number porting, your charity can keep its existing phone number when moving to a modern VoIP system. The number transfers to the new provider, while callers continue using the same familiar contact details.
That means you can move away from traditional landlines without disrupting the people who depend on you.
What The Landline Switch-off Means For Your Charity
The UK’s traditional Public Switched Telephone Network is being retired. Ofcom has announced that BT plans to retire its PSTN by 31 January 2027, with other providers following a largely similar timetable.
For charities still using traditional copper-based landlines, this change is inevitable.
What disappears is the old infrastructure. What does not have to disappear is your phone service, your ability to make and receive calls, or your existing number.
That distinction is significant. A charity may have used the same number for 10 or 20 years. It could appear on printed leaflets, council directories, referral documents and community noticeboards that are difficult to update.
Changing the number risks confusion. Porting it lets you keep continuity while replacing the technology behind it.
If you have not yet started preparing for the landline switch-off, now is the time to identify which numbers, services and devices still depend on your old telephone setup.
Should You Change Your Number or Port to VoIP?
Your charity has two main options: switch to a new phone system with a new number or move your existing number to VoIP through porting.
Changing the number is viable, but it creates unnecessary disruption. Websites, email signatures, stationery, fundraising materials and printed literature all need updating. More notably, donors, service users and volunteers may continue calling the old number.
Porting avoids that problem.
By moving your number to VoIP (Voice over Internet Protocol), callers can keep using the same number while your staff gain from a more flexible system.
VoIP can allow staff to answer calls through desk phones, laptops, mobiles or other approved devices. It can also support features such as voicemail-to-email, call routing and integration with Microsoft’s VoIP services through Teams.
As Neel Mavji explains in Qlic’s Future of Telephony video, VoIP is part of the larger shift towards modern, internet-based communications:
A migration is also a chance to review old services and reduce costs by removing unused lines or legacy packages.
For charities that cannot afford disruption, porting is generally the more practical option. Qlic’s telephony services can help manage that transition.
Step-by-Step: How to Port Your Charity’s Number
The process is typically straightforward, with most of the technical work handled by your old and new providers.
Start by choosing a VoIP provider and explaining that you want to keep your existing number. Your provider will verify whether the number can be ported and tell you what information is required. Qlic can support charities switching to cloud-based telephony services and help manage the process.
You will usually need:
- your current phone number
- account holder name
- billing address
- provider account number
- service address
- a recent bill
- some providers may also require a Letter of Authorisation
Once this information is submitted, your new provider raises the port request. Your old provider is legally required to cooperate with applicable switching and number-porting requirements.
The most essential rule is not to cancel your old service before the port completes. Your existing number needs to remain active until the transfer has been confirmed.
A straightforward port may take around two to seven business days, although timings vary.
Once the number is live on the new system, test inbound and outbound calls, voicemail, call routing and any other important features. Only after everything is working should you cancel the old landline.
A useful rule is: port first, test second, cancel last.
Community Action Redbridge shows how this can work in practice. Qlic supported the charity’s move to Elevate VoIP while helping it protect the long-standing number its community relied on. The transition developed flexibility, call quality and operational continuity without forcing callers to learn new contact details.
As Neel Mavji explains in Qlic’s How to Cut Costs & Prepare for the 2027 PSTN Switch-Off video:
“Charities often use phone numbers, fax lines, legacy services and call packages that are no longer required. They also have long-term contracts with automatic renewals…By identifying and removing unnecessary lines and services, many organisations can quickly reduce monthly costs without affecting day to day operations.”
Checklist: Information You Need to Port Your Number
The most usual cause of porting delays is inaccurate or incomplete information.
Before submitting your request, make sure you have your current telephone number or numbers, the exact account holder name, billing address, provider account number, a recent bill and the physical service address associated with the line.
The account details should correspond with your old provider’s records exactly. Even small differences in abbreviations, punctuation or organisation names can result in delays.
If a Letter of Authorisation is required, your new provider can explain what needs to be included.
The safest approach is to copy information straight from a recent provider bill rather than typing it from memory.
How Your Number Stays Protected During the Transition
One of the biggest troubles for charities is whether there will be a period when the number stops working.
With a properly managed port, your existing service normally remains active until the transfer takes place.
While the providers coordinate the move in the background, callers continue ringing your usual number. When the port is approved, calls begin routing through the new VoIP system instead of the old landline.
For callers, very little should change.
Once the transfer is done, staff can use the same number through VoIP phones, computer applications, mobiles or Microsoft Teams, depending on your setup.
This can be particularly useful for hybrid teams because the charity’s main number no longer needs to be tied to one physical desk.
The important thing is to plan the migration thoroughly and consider resilience too. Because VoIP depends on internet connectivity and power, charities should think about backup arrangements and check whether any alarms, lift phones or other legacy equipment also rely on old telephone lines.
Common Porting Mistakes to Avoid
The biggest mistake is cancelling your old service too early.
If the line is disconnected before the number has successfully moved, the port can fail or become much harder to recover. Always wait for written confirmation from your new provider, test the number and only then cancel the old service.
Another common problem is information mismatch. Small differences between the details you submit and the records held by your old provider can lead to rejection. Copy account information directly from a recent bill and check it carefully.
You should also make sure the old account remains active and that there are no unresolved billing issues before starting the transfer.
Finally, do not assume the old provider will initiate the port. Your new provider normally manages the process and tells you what documentation is required.
Community Action Redbridge had similar concerns when relocating. As Abby explains:
“When we relocated, we were worried we might lose our long-standing main office number, the one our community has relied on for years to reach us. QlicIT managed the transition seamlessly, and the new cloud-based system has given us far more flexibility in how we manage inbound calls. It’s transformed the way our organisation operates.”
For Office Managers who do not want to manage the technical details themselves, Qlic can help coordinate the entire process.
Number porting is straightforward once you understand the basic principle: traditional landlines are ending, but your charity’s number does not have to disappear with them.
By moving your existing number to VoIP, you can preserve continuity for donors, service users, volunteers and partners while giving staff access to a more flexible telephone system.
The key is to start early, provide accurate account information and keep your existing service active until the port has been completed and tested.
As Community Action Redbridge demonstrates, modernising your phone system does not have to mean disrupting the relationships built around your existing number.
If you’re ready to explore your options, get in touch with Qlic’s telephony experts. We’ll walk you through the timeline, answer your questions, and manage the porting process so you don’t lose your number after the landline switch-off.
Conclusion
Number porting is straightforward once you understand the two key parts of the transition: traditional landlines are ending, but your charity does not have to lose the phone number people already know and trust.
By porting your existing number to VoIP, you can keep continuity for donors, service users, volunteers and partners while moving to a more flexible, modern telephone system. The process is legal, regulated and routine, but the earlier you start planning, the easier it is to avoid delays, resolve account issues and make sure the transition runs smoothly before the 31 January 2027 deadline.
As Community Action Redbridge demonstrates, moving to cloud-based telephony does not have to mean disrupting established relationships or losing a long-standing contact number. With the right support, your charity can modernise its communications while keeping the familiar number your community relies on.
Qlic can support you at whatever stage you are at. If you simply want to understand how number porting works, the team can talk you through the process and answer your questions. If you would rather have the entire transition designed and managed for you, Qlic can handle the porting process from planning through to testing and completion.
You do not have to manage the move alone, and starting early gives you more control over the timeline.
If you’re ready to explore your options, get in touch with Qlic’s telephony experts. We’ll walk you through the timeline, answer your questions, and manage the porting process so you don’t lose your number after the landline switch-off.
