Pratical Questions

19. How would I be able to clarify any doubts?

Queries should be addressed to ANACOM Customer Information Desks, in Lisbon (Av. José Malhoa, 12), in Barcarena (Alto do Paimão), in Oporto (Rua Direita do Viso, 59), in the Azores (Rua dos Valados - Relva - Ponta Delgada) and in Madeira (Rua do Vale das Neves, 19 - Funchal). These services are open to the public between 9.00 and 16.00. You can also send them by electronic means using the following address info@anacom.ptmailto:info@anacom.pt.

As alternative, the NNPhttp://www.anacom.pt/render.jsp?categoryId=5065 area of the ANACOM website at http://www.anacom.pt/http://www.anacom.pt may be consulted.

Examples

Attention: this leaflet does not include all alterations resulting from the New National Numbering Plan.

• Will the several providers of fixed telephone service offering the service through direct access be identified by any digit? http://www.anacom.pt/render.jsp?contentId=922586
• If I change of direct access provider, can I keep the same phone number? http://www.anacom.pt/render.jsp?contentId=922699
• How much do I have to pay to port my number? http://www.anacom.pt/render.jsp?contentId=922721
• When I change public fixed-line telephone service provider or mobile telephone service provider, keeping the same number, will I continue to pay the subscription that I currently pay regarding this telephone (fixed or mobile)? http://www.anacom.pt/render.jsp?contentId=922723
• When changing mobile telephone service provider, keeping the same number, and in case of a pre-paid card, can I make calls with the initial card? http://www.anacom.pt/render.jsp?contentId=922749
• How do I know if I am calling a number of the same provider? http://www.anacom.pt/render.jsp?contentId=922755
• What can I do if I am not in any case interested in receiving this notice? http://www.anacom.pt/render.jsp?contentId=922811
• When I call a ported number, will I pay a different price from the one that was in force before portability? http://www.anacom.pt/render.jsp?contentId=922826
• Which information service numbers are there for data on the tariff of a call to a ported number? http://www.anacom.pt/render.jsp?contentId=922840
• Calls to the national emergency http://www.anacom.pt/render.jsp?contentId=922919
• Local call http://www.anacom.pt/render.jsp?contentId=922939
• Regional or interurban calls http://www.anacom.pt/render.jsp?contentId=922959
• Calling abroad http://www.anacom.pt/render.jsp?contentId=922980
• Calling from abroad http://www.anacom.pt/render.jsp?contentId=922981
• Calls to/from a mobile network http://www.anacom.pt/render.jsp?contentId=923001
• Internet access http://www.anacom.pt/render.jsp?contentId=923019
• Audiotext calls http://www.anacom.pt/render.jsp?contentId=923020
• Free or shared-cost calls http://www.anacom.pt/render.jsp?contentId=923021
• How would I be able to clarify any doubts? http://www.anacom.pt/render.jsp?contentId=923022

1. Will the several providers of fixed telephone service offering the service through direct access be identified by any digit?

No. The direct access clients’ telephone numbers of all providers of fixed telephone service always start with “2”.

2. If I change of direct access provider, can I keep the same phone number?

Yes, portability is possible on the fixed network as well as on the mobile network.

3. How much do I have to pay to port my number?

You do not have to pay to the provider you leave when you port your number. The new provider has the commercial option to charge or not to charge for the service.

4. When I change public fixed-line telephone service provider or mobile telephone service provider, keeping the same number, will I continue to pay the subscription that I currently pay regarding this telephone (fixed or mobile)?

You do not continue to pay the telephone subscription to your old provider. The possible conditions regarding the subscription are established with the provider to whom you ported your number or numbers.

5. When changing mobile telephone service provider, keeping the same number, and in case of a pre-paid card, can I make calls with the initial card?

No. You will no longer be able to call using the initial card, even if you have positive balance by the time of portability.

6. How do I know if I am calling a number of the same provider?

On the fixed telephone service, the provider’s identification is difficult, since the number does not show clear elements for that identification. However, ANACOM publishes the  numbering blocks given to the several local access providers.

In the mobile telephone service, the first two digits of each number normally identify the network to which the number belongs. However, this ceases to happen when the mobile number is ported to another network, since the first two digits will remain unchanged.

In order to solve this difficulty, and following ANACOM’s decision of 27/02/03, since 30 June 2003 mobile network users began to be informed by their providers every time they make a national voice call to a number that was ported to another mobile network. This notice - which informs the user about the new network to which the dialled number belongs - is free, and takes the form of a message heard at the beginning of each call to a ported mobile number. According to the Portability Regulationhttp://www.anacom.pt/render.jsp?contentId=419227, after 2 September 2005 (i.e., 10 working days after the publication of this diploma) the content of this notice should be as follows: “Warning: You are calling a subscriber that now belongs to […]. Please hold”.

This obligation concerns only mobile operators and applies only to national voice calls between mobile networks. Therefore, the notice will not be heard on national calls directed to geographical numbers, to free call numbers, (started with 800), to other special numbers (numbers started with 808, 809, 707, 708 and 760, namely), to roaming calls where there is the use of national mobile networks by subscribers of foreign mobile providers and every time that the subscriber requests it (please refer to question 7).

7. What can I do if I am not in any case interested in receiving this notice?

The calling subscriber - the one who makes the call - may request its mobile operator to inhibit the hearing of that message. The provider must give this inhibition for free and whenever it is technically possible. According to the Portability Regulationhttp://www.anacom.pt/render.jsp?contentId=419227, as from 1 January 2006 all mobile operators have the duty to inhibit this notice whenever asked to by the calling subscriber. Thus, there will no longer be any constraints to the mentioned technical feasibility.

Portability notice deactivation - Mobile networks

8. When I call a ported number, will I pay a different price from the one that was in force before portability?

The price of calls to ported numbers, both in the fixed network and in the mobile network, may be different or not from the one in force before the portability of the number you wish to call. This depends entirely on the tariffs used by your fixed or mobile provider.

In order to give users the possibility to know the price of calls to ported numbers, the providers of the public fixed-line telephone service and of the mobile telephone service that have tariff plans that might imply that a call to a ported number is more expensive than before portability, must, under the terms of the Portability Regulationhttp://www.anacom.pt/render.jsp?contentId=419227, maintain a telephone service with information on the price of voice calls, data calls and short messages for ported numbers.

These information services must have the capacity to identify the call’s destination network about which the subscriber wants tariff information, should such identification be necessary for a correct provision of that information.

When companies choose to maintain the same prices of calls for ported numbers as before portability, subscribers and consumers must be informed about the existence of this rule, which must be detailed, namely in their tariff plans.

9. Which information service numbers are there for data on the tariff of a call to a ported number?

According to the data received at ANACOM, the following information services are currently offered by the providers covered by the Portability Regulationhttp://www.anacom.pt/render.jsp?contentId=419227 (updated at June 2011):

10. Calls to the national emergency

NumberDial "112".

11. Local call

To call from Lisbon to ANACOM headquarters in Lisbon, dial "217211000".

12. Regional or interurban calls

To ring from Oporto to ICP headquarters in Lisbon, dial "217211000".

13. Calling abroad

For example, to France you should dial first the international access code (00), followed by the country code (33) and the number of the end-user telephone.

14. Calling from abroad

To call from Paris to ANACOM headquarters in Lisbon you should dial "00351217211000".
 
To call from London to a mobile number, you should dial "003519xxxxxxxx".

15. Calls to/from a mobile network

To call from any fixed telephone to a mobile number, dial "91xxxxxxx", "96xxxxxxx", "93xxxxxxx".

16. Internet access

For example, in the case of Telepac, 671717000.

17. Audiotext calls

To call an entertainment service, dial "646xxxxxx".

18. Free or shared-cost calls

Dial 800xxxxxx and 808xxxxxx respectively.

19. How would I be able to clarify any doubts?

Queries should be addressed to ANACOM Customer Information Desks, in Lisbon (Av. José Malhoa, 12), in Barcarena (Alto do Paimão), in Oporto (Rua Direita do Viso, 59), in the Azores (Rua dos Valados - Relva - Ponta Delgada) and in Madeira (Rua do Vale das Neves, 19 - Funchal). These services are open to the public between 9.00 and 16.00. You can also send them by electronic means using the following address info@anacom.ptmailto:info@anacom.pt.

As alternative, the NNPhttp://www.anacom.pt/render.jsp?categoryId=5065 area of the ANACOM website at http://www.anacom.pt/http://www.anacom.pt may be consulted.

Examples

Attention: this leaflet does not include all alterations resulting from the New National Numbering Plan.