Port Rejection - Security Lines
If you have rejection stating security line it's worth ringing Tel Number: 0800 800 628 and asking them to check the number if they discover that there has previously been a security service on the line but the records have an error they will correct it.
Please note we have no direct relationship with the alarm companies or redcare and cannot enter into conversations around it or provide any information above what is outlined in this statement.
If your port has been rejected due to a "security line" this provides you with more information on the issue.
Security Line Porting Issues
In some cases we receive a rejection of a porting order and our supplier indicate to us there is a security service in place on the line. A subsidiary of BT called Redcare provides an interface which providers of alarms monitoring use. We have never had any indication that any other providers of security monitoring have indicators on WLR line to state that they have a service in place in our experience it is always Redcare.
Resolving Security Line Porting Issues
The simplest explanation of what the customer needs to do next is to ensure that the records are updated so that Openreach do not reject the line for porting due to an indicator of it being a security line.
Records Issues
We have found in some cases that a line has a security line indicator in place but the security service has already been removed.
Resolving Records Issues
After contacting Redcare and discussing this with them they have confirmed to us that if any individual calls them to confirm that there is a Redcare indicator on a line and the Redcare service has already been removed they will check their records and arrange this without any contact from the Alarm company. This will only work if Redcare has already been removed and if Redcare is still genuinely in place the customer will need to contact their Alarm company.
Contact details for Redcare are available from http://www.Redcare.bt.com/Contact_us.html
At the time this is being written the recommended way to contact Redcare is as follows
Tel Number: 0800 800 628
Email: Redcare.orderproc@bt.com
Availability: 8.30am - 5.00pm (Monday to Friday excluding Public and Bank Holidays).
Resolving Security Line Porting Issues when the customer still has Redcare
Redcare have confirmed that if a customer is already taking a service from them that requires an analogue line the customer will need to an analogue line at site to continue using the same service (usually Redcare classic)
If the customer wants to move this number to our hosted service, they would need to move the Redcare service to another line or install a new line for Redcare to be moved to. The customer can contact their alarm company to see if there are alternatives such as using IP based or M2M monitoring.
A further explanation of the Redcare service follows
Redcare
If Redcare is in place on an analogue line it has been installed as it is used to signal an alarm monitoring company of the status of the site. Due to the fact that the customer has this service in place as they consider security to be critical if Openreach or another provider find that this service is in place on an analogue line it cannot be legally permitted to leave the provider.
Redcare is a secure alarm signalling network from BT, which continuously monitors property to protect against intruders and fire.
You can obtain further information on the Redcare service from the link http://www.Redcare.bt.com