A new mobile phone contract is concluded quickly, but then problems begin with porting the old number. Reason: The old operator has little interest in providing the mobile number as the customer leaves. A BILD test showed what incredible harassment customers have to endure from suppliers.
Some mobile operators appear to be intentionally delaying the process:
✅ You ignore customer requests.
✅The statements of the various service employees contradict each other.
✅ Technical problems are presented without further clarification.
✅ Legal requirements are ignored: According to the Telecommunications act, the interruption of accessibility during the transfer can last a maximum of one calendar day. This deadline is often exceeded.
Lebara Example: Low-cost supplier markets around the world Mobile phone-Contracts – some with aggressive advertising. It seems that the portability of telephone numbers is being systematically made more difficult.
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Anyone requesting immediate portability will receive this response from the Lebara service: “If you wont to port your number to another operator in advance, please order a free SIM card on our website and register it. After registration, contact us and we will be happy to help you transfer your contract to the new number and unblock your number. Or else you would unfortunately have to wait until the contract expires to submit a new request for number portability.”
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The customer will also need to fill out a printed form and send it to Lebara. If the SIM card number is not provided,portability will be refused.
BILD says: clear cheating!
When asked by BILD, the company responded only in general terms: “The satisfaction of our customers is our top priority and we continually work to improve our processes and services.”
The Federal Network Agency ensures that all mobile operators comply with legal requirements. A BILD spokesperson: “The provider may take too long to release the telephone number. The Federal Network Agency will then investigate the matter.”
Bringing a phone number to your competition is very simple. At O2 and Vodafone, outgoing customers can even order outgoing portability on their customer account. Telekom also does not hinder its customers.
What have you experienced with mobile operators? Write to [email protected]
How does the Telecommunications Act protect consumers during the number porting process?
Interview with Telecommunications Expert: Navigating Number Portability in Mobile Contracts
Editor of Time.news: Thank you for joining us today. We’d like to discuss a crucial issue that many consumers face when switching mobile phone providers: the challenges of number portability. Recent reports, including one from BILD, highlight significant problems customers encounter during this seemingly straightforward process. What are the main issues your research has uncovered?
Telecommunications Expert: Thank you for having me. You are correct—the process of porting a mobile number can often be fraught with complications. Our findings echo the BILD report, indicating that many mobile operators show little interest in facilitating this transition. Key issues include operators ignoring customer requests, providing contradictory information, and failing to address technical problems adequately.
Editor: That’s concerning. The BILD test suggested that some operators intentionally delay the number porting process. Can you elaborate on what might motivate companies to obstruct this process?
Telecommunications Expert: Absolutely. The primary motivation for such behavior seems to be financial. Whenever a customer ported their number away, they lose a subscriber. Some operators may think that by making the porting process challenging, they can dissuade customers from leaving. this tactic is not only frustrating for consumers but could also violate legal requirements outlined in the Telecommunications Act, which states that the porting process shoudl not exceed one calendar day.
Editor: You mentioned the Telecommunications Act.What protections are in place for consumers regarding number portability?
Telecommunications Expert: Under the Telecommunications Act, providers are required to maintain certain standards during the number portability process. If customers experience delays beyond the stipulated time frame, they can file complaints with the federal Network Agency, which is responsible for ensuring compliance among mobile operators. the Agency’s involvement can lead to investigations against any operator that fails to adhere to these legal requirements.
editor: Recently, BILD highlighted how companies like Lebara may create hurdles for customers requesting number portability. For example, they require a customer to fill out a printed form and register for a new SIM card before proceeding with the porting. Is this typical behavior among low-cost suppliers?
Telecommunications Expert: Yes, it is indeed unluckily quite common among low-cost suppliers. They often utilize aggressive marketing tactics to attract customers but may not invest in proper support infrastructure. Making the porting process more complex can effectively keep customers tied to their services longer. However, the inconvenience inflicted on consumers has raised significant concerns. The legitimate expectation is that the process should be smooth and transparent.
Editor: For consumers who are currently facing difficulties with number portability, what practical advice can you offer?
Telecommunications Expert: First and foremost, I recommend documenting all communications with your service provider, including dates, names of representatives, and the details of your conversations. This can serve as evidence if you need to escalate the issue. Secondly, try reaching out through multiple channels—customer service hotlines, online chat, and even social media. If your provider remains unresponsive, consider filing a complaint with the Federal Network Agency. Lastly, research providers known for their excellent customer service and smoother portability processes before making a switch.
Editor: Thank you for sharing such valuable insights! what do you think will be the long-term impact of these practices on consumer trust and the mobile industry?
Telecommunications Expert: The continual disregard for consumer rights can lead to significant distrust in mobile providers. As more consumers become aware of their rights regarding number portability, they may increasingly choose to voice their complaints. This could eventually force operators to prioritize customer satisfaction and adhere more closely to legal requirements. In the long run,a more transparent and efficient porting process will benefit both consumers and responsible providers within the industry.
Editor: Thank you for your expertise and insights today. It’s clear that understanding the nuances of number portability can empower consumers as they navigate their mobile choices.