In January, the new rules governing the process of retaining a mobile phone number while switching operators were published in the Diário da República.
An official source from Anacom explained at the time that the changes aim to “strengthen consumer protection.”
Among these measures, companies are prohibited from charging direct portability fees to end users who are contract holders associated with the numbers.
The introduction of a new compensation to customers for failure to comply with the scheduling of “physical network intervention,” which requires rescheduling for another day, was another point highlighted by the regulator.
This compensation is set at 10 euros in the new regulation, but Anacom warned that this compensation will only be paid by the provider, specifically the newly contracted operator, “when failure is not due to reasons attributable to the final user.”
Among the key changes is also the obligation of the recipient provider (PR) to ensure that portability and subsequent number activation occur on the date expressly agreed with the customer “as soon as possible and within one business day from that date.”
Moreover, “in the event of contract termination, unless the right is waived at the time of service deactivation, the end user retains the right to port numbers from the PNN [National Numbering Plan] to another company,” it added.
Other changes introduced in the portability regulation that do not result from the enforcement of the LCE are directed towards sector companies, notably the reduction of wholesale cost that operators can pass to competitors for the service. Now, it is capped at one euro.
