What to Do When a Phone Company Refuses to Port Your Number

23rd August 2019

Number porting isn’t a luxury that phone companies can choose to either offer or reject.

Phone numbers are as important to a company’s identity as its logo. The same applies to individuals. Number portability matters because most people hate the idea of memorising an entirely new phone number whenever they change service providers.

Most people also hate the idea of having to inform every single person in their contact list of any change in their phone number that might have occurred when they abandoned their previous phone company.

This is why number portability was created. The mechanism allows consumers to maintain the same phone number regardless of any change in their service provider that might occur.

And, as we have told you on more than one occasion, the phone company doesn’t have the option of saying ‘No’. If you ask your old service provider to port your phone number over to your new service provider, they must do as you demand.

But what if the unexpected happens? What if you ask your service provider to port your number and they actually say ‘No’? What happens next?

We would like to think that such a situation would never arise. But if it does, you have quite a few options and responses to consider:

  1. Your first course of action should be to review your porting request. Look at the information you provided and make sure it is accurate. Some people think their old phone companies have rejected their porting request for nefarious reasons when, in fact, the user in question provided the wrong information in the forms they submitted.

This isn’t unheard of. Sometimes, things like your name and address will change and you will forget to make the necessary updates with your old service provider.

And if the information in your porting request doesn’t match the data your old service provider has on file, errors will occur.

Fight the urge to throw a fit until you have determined that you’re not at fault.

  1. To be fair, in a lot of cases, the rejection of your porting request has nothing to do with you. In fact, sometimes, it isn’t even a rejection. Your old phone company isn’t saying ‘No’. They are just dragging their feet, possibly even making the process harder than it needs to be to coerce you into staying.

This is why you have to make your old phone company your first call. Reach out to them and make sure you talk to an actual person.

Let them understand the full extent of your displeasure. The bigger the fuss you raise, the faster they will work to resolve your situation. They will also inform you of any mistakes you made in your porting request and all the ways you can fix them.

  1. You could also contact your new phone company. They have a part to play in this process. You can ask them to either resolve any complications on their side or to engage your old phone company in the hopes of compelling them to play their part.
  2. Do not forget that you have the law on your side. If all the parties involved are determined to keep you from porting your number, we can point you towards the relevant organisations that will help you resolve this issue.

You have the legal right to have your number ported to a new service provider like Number Sales. If you have failed to force your old service provider to execute your wishes, try appealing to a higher power.

For further enquiries about our Number Portability service, please call us free on 0800 357 622 to speak with one of our agents.