Switching Across
As a communications company we understand it is important for us to keep you informed throughout the sale and connection process. We look forward to building a long and mutually beneficial relationship with you and your chosen mobile network.
Placing The Order
Your business manager will complete all the relevant paperwork:
- Your purchase order (completed on your company letterhead and signed by an authorised signatory)
- Your chosen network contracts
- PAC confirmation letter (if you are transferring your old mobile numbers)
- Back up and restore contract with trial letter if applicable
We may also ask you for copies of your mobile bills from the last three months and a business proof for validation during the credit checking procedures. If we need any further information or any additional documentation your business manager will contact you.
Order Processing
Your documents will now be processed by our operations team. They will ensure a credit check takes place within 24 hours. Any further information will be requested within 48 hours of your order being placed.
Welcome Call and Email
A member of our operation team will contact you once we are ready to despatch any hardware to your business. We will then advise you when you will be transferring and when you can expect to receive your new hardware. This will be confirmed by email.
New Numbers
If you're connecting new numbers, we can send your equipment immediately. We use a “next working day” courier service. Which means your goods will be delivered to chosen address between 9am and 5pm.
Frequently Asked Questions...
Keeping your numbers?
If you have chosen to keep your existing numbers, your business manager will assist you to obtain your Port Authorisation Code (PAC), which allows you to transfer your mobile numbers to your new network with Cortel. This process can take time as your old network provider may be reluctant to release you.
Can I port whilst I am abroad?
Unfortunately, the SIM cards must physically be in the United Kingdom to port. If you have users that regularly travel abroad our client care department will work closely with you to find the solution.
How long does porting take?
Usually the port takes between 2 and 12 hours, with all of the new services being activated within 24 hours of the port. (this may include SMS)
Will I be able to make phone calls during this time?
You should be able to make and receive calls on your incumbent provider until the point of transfer. Once you have successfully ported you will be able to make phone calls.
Can I keep my contacts on my phone?
Yes, your business manager or our client services team can arrange for your numbers to be backed up on your pc and transferred to your new phone. This will also include SMS, MMS and ring tones.
Billing?
Please remember that your first bill may incur a split month if you connected to your chosen network in the middle of their billing run. You charges will be in proportion to the days you have actually been connected. Please also remember that your first bill will reflect a months line rental charge in advance.
How do I activate online billing?
Upon receiving your first invoice from your chosen network, go on to their website where you will be prompted for registration. Alternatively, contact your business manager who will be happy to guide you through the process.
On the day of port...
- On this day your current SIM card will deactivate
- This will most likely happen mid / late morning
- Now turn off your phone
If you have a new handset
- Insert your new SIM card
- Wait half an hour
- Turn on your phone
If you are using your existing handset
- Remove the deactivated SIM card and insert the new SIM card provided by Cortel
- Do not turn your phone on during the next 30 minutes
- Turn on your phone
If you new SIM card is not working
- Turn the phone off again and wait for a further 30 minutes
- Repeat this process until your new SIM card is live.
If the handset requires a security code
- Please either contact your handset manufacturer or enter for all Nokia products 12345 (unless this has been changed by the user)
If the handset requires a PIN code
- O2 standard preset: 0000
- Vodafone standard preset: 1234
Please note in extreme exceptions porting can take until midnight on this day.
What happens if something goes wrong?...
If a query on your account arises, please contact client care at Cortel immediately by email to: corporatesales@cortel.co.uk stating your name, contact details and a description of the issue.
We have set service level agreements that we publish for our customers information and promise that we will do our upmost to resolve an issues within these timescales.
All queries will be responded to within 48 hours.
What Happens Next....