Goodtel Guide to Number Porting

Modified on Tue, 25 Aug at 3:10 PM

Moving your existing phone numbers to Goodtel is a straightforward process - and we're with you every step of the way. This guide explains what happens from the moment we submit your porting request through to the day your numbers go live.

What is number porting?

Number porting is the process of transferring your existing phone numbers from your current provider to Goodtel. Your numbers stay exactly the same - only the provider behind them changes.

You can port standard geographic numbers (02, 03, 07, 08) as well as 1300 and 1800 numbers.

Two types of porting

CAT A - Simple Port - standard geographic numbers
Typical timeframe: At least 15 business days
CAT C - Complex Port - 1300, 1800, and complex numbers
Typical timeframe: At least 30-45 business days

CAT A - Simple Port Process (Geographic Numbers)

CAT A covers standard Australian geographic numbers: 02, 03, 07, and 08 numbers. This is the faster of the two porting types and typically completes at least 15 business days.

#	Stage	What happens
1	Submit porting request	Your Goodtel Onboarding Specialist confirms your number details and gathers your current provider's account number for those services. This information is required before the request can be lodged.
2	Ticket raised with porting team	Goodtel submits the porting request. A formal request is lodged on your behalf - you do not need to contact your current provider.
3	Carrier acceptance	Your current provider receives and accepts the porting request. If any information is missing or incorrect, the request may be rejected and will need to be resubmitted - this is why accurate account details matter at Step 1.
4	Port date confirmed	Once accepted, a confirmed port date is issued. Your Goodtel Onboarding Specialist will advise you of this date as soon as it is received.
5	Pre-port configuration	Before the port date, Goodtel configures your new phone system - call flows, extensions, voicemail, IVR - and fully tests it so it is ready the moment the port completes.
6	Cutover day	On the scheduled port date, your numbers transfer to Goodtel. Inbound calls reroute to your new system. Our team monitors the cutover and tests outbound calls, IVR, and voicemail before handing over to you.
7	Customer sign-off	Once everything is confirmed working, you sign off on the activation. Your Onboarding Specialist remains available for any post-cutover support.

CAT C - Complex Port Process (1300, 1800 & Complex Numbers)

CAT C covers 1300 numbers, 1800 numbers, and any port request that cannot be processed automatically. These require additional carrier coordination and typically take at least 30-45 business days to complete. Planning ahead is important.

Why does CAT C take longer?

1300 and 1800 numbers are not automated - they require manual processing by the losing carrier.
Multiple carriers may be involved, each with their own acceptance timelines.
Configuration of answering points (where the number routes to) must be validated before the request can progress.
Any errors in the submission - such as incorrect account details - will result in a resubmission, restarting the clock.

#	Stage	What happens
1	Submit porting request	Your Goodtel Onboarding Specialist confirms all number details, current provider account numbers, and verifies the port category. 1300 and 1800 numbers are always submitted as CAT C.
2	Ticket raised with porting team	Goodtel lodges the CAT C request with our porting provider. This includes configuring the answering points - the destinations your 1300 or 1800 number will route calls to.
3	Carrier review & acceptance	The losing carrier manually reviews the request. This stage can take several days to weeks. If there are technical issues with the answering point configuration, the carrier's development team may need to investigate - this can add further time.
4	Port date confirmed	Once accepted, a port date is issued. For CAT C ports this date may be several weeks away. Your Goodtel Onboarding Specialist will confirm the date with you as soon as it is received and will keep you updated throughout.
5	Pre-port configuration & testing	Your new system is fully built and tested before the port date - including call flows, IVR menus, after-hours routing, and voicemail. This ensures a seamless cutover when the date arrives.
6	Cutover day	On the confirmed port date, your 1300 or 1800 number transfers to Goodtel. Inbound calls reroute to your new system. Our team actively monitors the cutover and verifies all routing is working correctly.
7	Customer sign-off	Once all calling paths are confirmed, you sign off on activation. Your Onboarding Specialist remains your point of contact for any questions.

What Happens on Cutover Day

On cutover day, your numbers officially transfer to Goodtel. Here is the typical sequence of events - your Onboarding Specialist will be available throughout.

Stage	What it means for you
Pre-port system confirmed	Your new Goodtel phone system has been built, configured, and tested before this day. No action required.
Port window opens	Your numbers begin transferring from your previous provider to Goodtel. This process is managed entirely by our team.
Inbound calls reroute	Incoming calls to your number(s) now ring through to your new Goodtel system. If any brief interruption occurs, it typically lasts 5-15 minutes.
Outbound calling tested	Our team confirms that outbound calls are working correctly from your new system.
IVR and call flows verified	All menu options, call routing, business hours rules, and after-hours settings are confirmed as working.
Voicemail confirmed	Voicemail is tested and confirmed active. Note: existing voicemail recordings from your previous system do not automatically transfer - greetings can be re-recorded.
Customer sign-off	You confirm that everything is working as expected. Your Onboarding Specialist is available for any final questions or adjustments.

Scheduling your cutover

To minimise disruption to your team, we typically schedule cutovers outside of your peak business hours - either first thing in the morning or at the end of the business day. We will agree on the timing with you in advance.

Good to Know

Things that help your port go smoothly

Tip	Details
Have your account details ready	Your current provider's account number for each service is required before we can lodge your porting request. Delays in providing this are one of the most common causes of timeline extensions.
Know your number type	Confirm whether your numbers are standard geographic (CAT A) or 1300/1800 (CAT C) before your onboarding begins. This determines the timeframe and process from the start.
Port multiple numbers together	All numbers associated with your current phone system can be ported in a single request. There is no need to submit them separately.
No extra cost	There is no upfront cost to port your numbers to Goodtel. No installation fees, no setup fees.
Your numbers stay the same	Porting does not change your phone numbers. Your customers, suppliers, and contacts can continue to reach you on exactly the same numbers.

Common questions

Question	Answer
Can I port my numbers if I am still in contract with my current provider?	Yes - number porting is your right regardless of your current contract status. Any early exit fees from your previous provider are a matter between you and them. Please speak with your Account Manager if you have questions.
What if my port request is rejected?	If a request is rejected (usually due to incorrect account details or the wrong port category), we resubmit as quickly as possible. Your Onboarding Specialist will advise you of the reason and the revised timeline.
Can I still receive calls while porting is in progress?	Yes. Your existing service remains completely active until the cutover date. There is no gap in service.
What if I need to port urgently?	Urgent porting requests are possible in some circumstances, but they depend on carrier availability and may not always be achievable within a compressed timeframe - particularly for CAT C ports. Speak with your Onboarding Specialist as early as possible if timing is critical.

Questions? Reach out to your Goodtel Onboarding Specialist directly.

We are here to guide you through every stage of the porting process. If anything is unclear or you have not heard back within the expected timeframe, please do not hesitate to get in touch.