18.07.2024

Due to the fact that, lately, the number of those who request the cancellation of the porting of a phone number has increased significantly, ANCOM brings to the attention of the end users the fact that this process can be done exclusively by the holder of the number, at the operator to which the porting was requested, no later than 24 hours before the date and hour agreed for performing the porting.

Cancellation of the porting

Submission of the cancelation request: The user must submit the request for the cancellation of the porting to the operator where the porting was initially requested (the accepting provider). The standard form for the cancellation of the porting request can be obtained from here or from the acceptor provider. If the porting request was submitted trough means of distance communication, the cancelation request can be sent to the acceptor provider in a similar manner.

The term for submitting the cancelation request:  The request must be submitted no later than 24 hours before the term agreed by the user with the operator for performing the porting. Both for actual porting and for the calculation of the porting/cancellation of the porting term, only working days are taking into account.

The confirmation of the cancellation: After receiving the cancelation request, the provider must confirm its receipt and processing, informing the user about the status of the cancellation request. The user must request and keep the proof of receipt and acceptance of the cancellation request by the provider.

Important!

For the cancellation of the porting process, it is essential to respect the 24-hour deadline before the scheduled porting date (which can be only a working day). Failure to comply with the legal deadline implies the processing of the porting request, and a completed porting process can no longer be cancelled.

Porting, as well as cancelling the porting can only be requested by the contract holder or his/her legal representative.

ANCOM cannot dispose the cancellation of a porting process, as it cannot replace the steps to be taken by the parties (provider, acceptor and user) involved in this process.

ANCOM recommendations

Bearing in mind that a large number of cancellation requests are submitted by users following a counteroffer from the donor provider, ANCOM advise the users to discuss in advance with the current provider, informing them about the porting intention. This could lead to a renegotiation of the contract held and, implicitly, the users could obtain better offers from the current provider and could, from that moment on, evaluate the available options.

Furthermore, the users and the accepting provider may establish a later date for carrying out the porting (between 3 and 25 working days), so they have the possibility to submit the cancellation request in due time, in case they change their minds.

ANCOM encourages all users to pay attention to the terms and conditions related to the porting process and canceling the porting request, in order to avoid any inconveniences or additional costs.

About what, how and where to complain

If they encounter difficulties during the porting process, the users should first contact the provider to whose network they intended to port their phone number (the acceptor provider). If the reported issues are not resolved or clarified by the providers, the users can contact ANCOM here.

Further information on necessary steps  to be followed to port a phone number, answers to frequently asked questions when porting process, as well as advises on how to avoid possible problems that may arise during the porting process are available on www.portabilitate.ro.