What happens if a customer ports their number away?

If Gamma receives a port out request for one of your customer's numbers. Gamma will notify us of the number in question, and the date of the port.

At this time we will send an email alert to your porting contacts with this information. The email will come from porting@luminatewholesale.com.

If you'd like to know what we have down as your porting contacts or would like to change them please raise a ticket via help.luminatewholesale.com or the tickets button in the portal.

Can we stop a port out request?

If a customer has legitimately requested for a port out request from the platform then as per Ofcom regulation we are unable to stop the port from going through.

If the customer changes their mind and wants to cancel the port then they must contact the gaining provider and get them to cancel the port.

However in an instance where the port was unauthorised by the customer we can request the port to be stopped. In this scenario we need confirmation in writing from the customer that they did not authorise the request and they would like to cancel the port.

Forward this information to help@luminatewholesale.com along with the phone number and domain of the customer, stating that you would like to cancel the port due to it being unauthorised by the customer.