28.05.2024

In the context of increased digitalisation and end-user mobility, number portability keeps playing a key role in the realm of telecommunications services. Phone number portability allows users to keep their telephone number when switching providers. This process is regulated by ANCOM.

The porting process

Porting request: For a telephone number to be ported, the user must fill in and submit the porting request (standard form - available here) at one of the representative offices of the provider where he/she wants to subscribe (acceptor provider). The porting request may also be submitted by distance communication means, if the acceptor provider has the means to remotely check all aspects for the acceptance of the request: whether the person requesting the porting is the holder of the contract or its legal representative and whether the number for which porting is requested is subject to a contract concluded between the subscriber and the donor provider.

Porting duration: The porting process is completed under normal conditions within 3 working days from the submission of the request. If another porting timeframe is desired, it cannot exceed 25 working days. The service will be interrupted for a maximum of 3 or 4 hours for the providers to operate the porting, during which time no calls or SMS can be made or received, nor can internet traffic be achieved.

Assignment of a provisional number: During the porting process, the user has the option to receive a temporary phone number from the acceptor provider. This number allows the user to use the subscription from the new service provider until their current number has been ported.

In handling the complaints received from the users, ANCOM found that in many cases of withdrawal/cancellation of the porting, the subscribers ended in the undesirable situation of having two contracts, one with the donor provider (for the number to be ported) and one concluded with the acceptor provider (for the temporary number assigned by the latter). ANCOM has regulated that, where the porting has not been completed, the acceptor provider must request from the subscriber the agreement for the continuation of the contractual relationship through the provisionally allocated telephone number - within 30 days from the last day of the porting interval -, otherwise the contract related to the temporary number will cease de jure, without any formalities. In this situation, the user must pay for the electronic communications services provided through the temporary number until the termination date of the contract and must comply with the conditions on returning the terminals offered by the acceptor provider.

Return of unused credit: Donor providers, upon request, return the remaining unused credit to users who have paid for services in advance. If specified in the contract, the donor provider may charge, for returning any unused credit, a fee that is proportionate and appropriate to the actual costs incurred in carrying out this operation.

Compensation: The acceptor provider shall compensate subscribers, upon request, in the following situations: the number has been activated after the expiry of one working day from the agreed date for porting or the electronic communications service has been interrupted during the porting process for more than one working day. The donor provider shall compensate subscribers, upon request, in cases where porting has taken place without their consent.

Cancellation of porting: A user may submit a request for cancellation of the porting process, to the acceptor provider, at the latest 24 hours before the date agreed by the latter for carrying out the porting. The standard form is available here or directly at the provider.

Information for users

Users may go to the website www.portabilitate.ro to check whether a phone number has been ported, along with the network in which it has been ported. Moreover, the site provides details on the steps to be followed for porting a telephone number, answers to frequently asked questions arisen in the porting process, as well as tips on how to avoid possible problems that may occur during the porting process.