What should I do if a number transfer (porting) fails or is denied?
If the number transfer has not worked, you should first contact your new operator and ask why the transfer has not occurred. It may be because the new operator has not submitted a request for number transfer to your previous operator or that problems have arisen that have complicated the number transfer. If any problem has arisen, your new operator should have received information about the cause. If the number has not been transferred as agreed, and there are no obstacles to the number transfer, we recommend that you send a written complaint to the new operator.
If the reason is that your previous operator has not released the number, you should contact them to find out why the number has not been transferred. Your previous operator has an obligation to reactivate your number and associated services in the event of a failed number transfer. You can refer to the information on this page and ask your previous operator to explain why the number transfer was denied. If the operator has denied you a number transfer despite your right to it, you can also contact PTS, which is the supervisory authority regarding the obligation to hand over numbers.
Note! If the number transfer is delayed, you may be entitled to compensation for financial loss incurred due to the delay. The same applies if your number is misused in connection with the number transfer, which may be the case if the number is transferred without your consent. Your operator also has an obligation to inform you of the right to compensation before a new agreement is entered into.
Important! If the number transfer cannot be carried out for any reason, you need to contact your previous operator if you still wish to completely terminate the subscription with that operator. Otherwise, your subscription may still be active there because they have not closed the subscription as they are waiting for a request for number transfer to be submitted.