1. What is portability?
Portability is the procedure that allows subscribers to change their telephone operator (fixed or mobile) keeping the same number.
Portability rules are established by lawhttp://www.anacom.pt/render.jsp?contentId=1099877 and by ANACOM regulationhttp://www.anacom.pt/render.jsp?categoryId=333120.
2. If I am no longer a customer of a provider but want to reactivate my old number, is that possible?
For a 3-month period after the contract's end - called the quarantine period - the old number may be reactivated either by returning to the original operator or by switching to another provider.
3. Can all numbers be ported?
Currently, for example, these numbers can be ported to another provider:
- fixed telephone numbers (starting with 2);
- mobile phone numbers (starting with 91, 92, 93, and 96);
- nomadic VoIP (Voice over Internet Protocol) communication numbers (starting with 30).
On the other hand, these numbers cannot be ported:
- ones relating to temporary accesses;
- ones that have been inactive for more than 3 months.
It is not possible to change from a fixed telephone service to a mobile telephone service, or the other way around, and keep the same number.
4. Do I have to pay for portability?
When you port your number - i.e. when you change operator and keep the same number – you do not have to pay anything to the provider you are leaving.
The new provider may charge for the service or not.
In some cases, you may have to pay compensation to the former operator (for example, if you are still under the minimum contract duration period).
See more information about the prices that several operators charge to new customers that choose to keep the original numberhttp://www.anacom.pt/render.jsp?categoryId=344151.
5. What do I have to do to request portability for my number?
You should contact the provider you want to switch to. This provider is responsible for the whole process, including the sending of the portability request to your current provider.
When making your request you should present:
- an identification document (identity card, citizen's card, passport, or residence permit), even if it is a post-paid mobile service;
- the number of the SIM card (card inserted in the handset), in the case of subscribers of the anonymous pre-paid mobile telephone service.
You will sign a contract with the operator to which you intend to switch, which can be done on the same document or on a separate document.
The new operator will provide:
- a form that can be used for the new contract and to cancel the contract with your former operator, and also to transfer your number to the new operator;
- or two separate documents, one for the subscription and the other for the termination.
6. How long do I have to wait for the number to be ported?
The deadline for the completion of number portability is 1 working day. This period is counted from the time that the portability request is presented to the new provider, duly accompanied by the necessary elements. This deadline has the following exceptions:
1. when a longer deadline has been requested or agreed upon;
2. when it is the portability of an MSN number (multiple ISDN numbers) or DDI number (PABX extension blocs), that implies the need to request configuration and active numbers from the new operator to the former operator;
3. whenever the change of operator to which the portability is related requires physical intervention on the network that supports the service to be provided, or when access to that network is not available;
4. when the services for which portability was requested are marketed through distance contracts or "door-to-door" selling.
In cases 2 and 4 portability should occur within no more than 3 working days, and in option 3 it should happen as soon as possible.
If the previous stipulated deadline is not met, the new provider must compensate the customer, paying 2.50 euros per number and per full day of delay, except in the case of non-consumer subscribers with contracts which specify other levels of compensation. This value, as owed by the new provider, is not subject to previous request and should be directly credited to the next bill or paid by any direct means, such as bank transfer or cheque, within 30 days following the event giving rise to compensation.
After portability is completed, the service must be operational. If, following a request for portability, the service is disrupted (other than during a specific maximum period of 3 hours, known as a portability window, during which the service may be interrupted), the provider to which the number has been switched is obliged to pay compensation of 20 euros per number for each day of interruption, up to a maximum of 5000 euros per portability request, except in the case of non-consumer subscribers with contracts which specify other levels of compensation.
7. Could there be an interruption to my service during my number's portability? How do I know when this is going to happen?
There is a maximum period of 3 hours, called the portability window, during which the service may be interrupted. It is up to the recipient provider to inform you.
8. Can I request portability on behalf of another person?
Only the holder of the number can request portability. However, portability can be requested for a third party as long as:
- the person to whom the number is being transferred is properly identified;
- the person has been expressly authorized to sign the contract with the new provider.
9. Can portability be refused?
Portability should be refused when:
- the subscriber information known by the former operator does not coincide with the information stated in the request for portability;
- when the SIM card number has been sent for validation but the SIM card does not exist, does not match the number, has been lost or misplaced.
If a minimum contract period was agreed with the former operator and you wish to port the number to a new operator - thus not completing the minimum contract period - portability may not be refused. However, the obligation to pay the operator the penalty due for early termination of the contract is maintained.
10. Can I withdraw my request for portability?
To give up portability you should immediately approach the provider you contacted and ask to cancel the request and confirm there is still time to cancel it. If your current operator still hasn't accepted the portability request or confirmed its date, it is possible to withdraw it. If the portability request has already been accepted and its date confirmed, it is not possible to withdraw it (the called "point of no return"). A new portability request must be made if you wish to go back to your old operator.
11. What can I do if my number is ported without my consent?
If your number is transferred to another operator without your request you should complain to your operator (the one with which you have the contract).
Compensation of 20 euros is payable, per number and per day that a number remains unduly ported, until the situation is remedied, up to a maximum of 5000 euros per portability request.
In this case, the user will not be required by the provider to which the number was improperly ported to pay for any calls, or pay fees or penalties.
12. Can I change the provider of a non-geographical service (800xxxxxx, 808xxxxxx, etc.), and keep the support service provider (fixed or mobile)?
Yes, because non-geographical services are different from support services and so they can be provided by different entities.
13. After the portability of a mobile network number, can I continue to make calls with the pre-paid card?
If you have a pre-paid card you will no longer be able to make calls from the initial card after you request portability, even if it has enough credit.
14. Will I continue to pay the subscription of my fixed telephone after portability?
When you switch operator you will stop paying the telephone subscription to your former operator.
Your new operator may or may not charge a monthly subscription. Check this in your new contract.
15. When porting my mobile telephone service number, will I continue to have access to the voice mail and short message (SMS) services?
You should ask your new operator if you still have access to voice mail and messaging services. It is possible that you no longer have access to some services provided by your former operator, but the opposite is also possible, i.e. you may have access to more services than you had with your previous operator.
16. How do I know if I'm calling a ported number?
It is not possible to know from the number alone if it has been ported, since it has not changed.
However, when you make a national or international call from one mobile phone to another you will hear a recorded message informing that the number you are calling now belongs to another operator. The message is as follows: "Warning: you are calling a subscriber who no longer belongs to [name of current operator]. Please wait." However, the obligation for this message only applies if the call to the ported number, according to its tariff, is more expensive than before the number was ported.
If you don't want to hear this recording when you call ported numbers, contact your operator. However, if your own number is ported you cannot ask your operator to stop running this message to whoever calls you.
See more information on how to stop listening (or start listening again) to the notice of connection to a ported numberhttp://www.anacom.pt/render.jsp?categoryId=130562.
Within the fixed telephone service, companies shall maintain a telephone information service with the prices of communications to ported numbers, whenever they operate tariffs that imply that a call to a ported number is more expensive than before the portability of the number.
17. What is the price of calls to ported numbers?
Depending on your tariff scheme, calling a ported number may be more expensive since the number you are calling now belongs to a new operator (which may or may not be the same as yours).
The price does not change, for example, if in your tariff scheme the price is the same to all networks.
Contact your operator for more information:
|
Operator
|
Information service numbers
|
|
AR Telecom
|
For FTS1 customers
|
16307
|
|
CABOVISÃO
|
For FTS1 customers
|
16800
|
|
COLT Telecom
|
For FTS1 customers
|
16780
|
|
CTT (Phone-ix)
|
For MTS2 customers
|
707922922
|
|
ONITELECOM
|
For FTS1 customers
|
808500150
|
|
OPTIMUS (ex-SONAECOM)
|
For FTS1 customers
|
Optimus Home customers: 16103
Private customers: 16100
Business customers: 16939
|
|
For MTS2 customers
|
Private customers: 1693
Business customers: 16939
|
|
PT Comunicações
|
For FTS1 customers
|
16200
|
|
TMN
|
For FTS1 customers
|
808962029
|
|
For MTS2 customers
|
USO customers: 707960000
Customers of other TMN tariff
schemes: 800962029
|
|
VODAFONE
|
For FTS1 or MTS2 customers
|
16912 (Vodafone's permanent
attendance service)
|
|
ZON TV Cabo Açoreana
|
For FTS1 customers
|
16161
|
|
ZON TV Cabo Madeirense
|
For FTS1 customers
|
16130 (Customer service)
|
|
ZON TV Cabo Açoreana
|
For FTS3 customers
|
16990
|
1 FTS: fixed telephone service
2 MTS: mobile telephone service
3 Under the mobile telephone service provided by Zon TV Cabo Portugal, calls cost the same for all networks.
Source: operators.
18. How can I get an answer to other questions about portability?
For any questions about portability (to change operator and keep the same telephone number), you may contact ANACOM through:
- E-mail info.portabilidade@anacom.ptmailto:info.portabilidade@anacom.pt or info@anacom.ptmailto:info@anacom.pt;
- Telephone: 800206665 (free) between 9 am and 4 pm, from Monday to Friday;
- ANACOM's Public Attendance Service: Av. José Malhoa, no. 12, 1099-017 Lisbon.
If you want to file a complaint about portability to ANACOM, do not forget to indicate the telephone number, ported or to be ported. You can use our electronic formhttp://www.anacom.pt/render.jsp?contentId=1051066 to file your complaint.
