Portugal Strengthens Mobile Number Portability rights for Consumers
Lisbon, Portugal – New regulations from ANACOM, Portugal’s national communications authority, are bolstering consumer rights regarding mobile number portability, effective this Monday. Operators are now prohibited from charging direct fees for transferring mobile numbers, and will face financial penalties for failing to meet established deadlines.
The changes, outlined in the new Portability Regulation published in the Diário da República, apply to both individual and business customers. Operators are now obligated to adhere to strict timelines for number transfers and compensate users for delays, even those stemming from network technical issues. this overhaul aims to eliminate hidden costs and streamline the process of switching providers, fostering greater clarity and competition within the telecommunications sector.
DIGI, a prominent operator in the Portuguese market, has proactively updated its contract terms to align with the new regulations, effective November 10th. key updates include:
* Agreed Portability Date: Customers must explicitly agree on a portability date, with migration occurring within one business day.
* Network Intervention Timelines: Portability following physical network intervention must be completed within one business day of the technical work’s completion (with a start time of the next working day if work finishes after 5pm).
* Automatic Compensation: DIGI will automatically compensate customers €10 for missed deadlines related to network intervention, with some exceptions for business clients.
* balance Refunds: Customers cancelling contracts can now request refunds for remaining prepaid balances (subject to potential administrative fees).
* extended Portability Window: Customers retain the right to port their number for up to three months after contract termination, unless they explicitly waived this right upon deactivation.
These new rules are expected to provide consumers with a more predictable and obvious portability experience, reducing bureaucratic hurdles and encouraging greater mobility between operators. ANACOM emphasizes that these changes are rooted in the Electronic communications Law and Regulation No. 38/2025, and apply to all customers, both existing and new.
