Telecommunications operators are prohibited from charging customers for mobile number portability starting Monday, as announced by the National Communications Authority (Anacom). What changes in practice?
New Rules
In January, new rules were published in the Diário da República regarding the process that allows customers to retain their mobile number when switching operators. An official source from Anacom stated that these changes aim to “enhance consumer protection.”
Among these measures is the prohibition of companies charging direct fees for portability to end-users holding contracts associated with the numbers.
New Compensation for Customers
The regulator highlighted the introduction of new compensation for customers if a scheduled “physical network intervention” is not met and needs to be rescheduled for another day.
The compensation value has been set at 10 euros in the new regulation, but Anacom clarified that this compensation is payable by the provider, meaning the new contracted operator, “only when the failure is not attributable to the end-user.”
As of today, telecommunications operators are prohibited from charging customers for mobile number portability, according to the National Communications Authority (Anacom).
Lusa | 08:16 – 11/10/2025
Other Changes
One of the main changes is that the receiving provider must ensure portability and subsequent number activation occur on the agreed-upon date “as soon as possible and within one working day of that date.”
Additionally, “in the event of contract termination, unless this right is waived at the time of service deactivation, the end-user retains the right to port numbers from the National Numbering Plan (PNN) to another company,” it was added.
Other changes introduced in the portability regulation that are not due to the entry into force of the LCE are directed at sector companies, specifically the limitation on the wholesale cost operators can pass on to competitors for the service. The new maximum cost is set at one euro.
What is Portability?
According to information on the Anacom website, “portability is the process that allows you to keep your phone number when changing your electronic communications operator.”
“This process does not allow you to keep the same number if you change service [e.g., switching from fixed to mobile phone service (or vice versa) or from nomadic VoIP to fixed or mobile phone service (or vice versa)]. Portability rules are defined by law and Anacom regulations,” according to the regulator’s site.
