Why does porting new VoIP landline numbers seem so difficult to service providers?

smileguy

Ofcom brought out new regulations in 2024 on porting landline numbers but are the companies following them? I’ve decided to change my FTTP broadband and VoIP phone provider from EE after years of service with them to great deal from sky. My broadband switched phone works with sky number as normal but still no number change as requested after 24 hours. I contacted sky who had requested my number porting from old service provider but EE wouldn’t respond apparently to their request. So I contacted EE who say they haven’t received a request and nothing to do with them as they have closed my account like 6 days after switching. I was under the impression from reading ofcom regulations it’s up to the old service provider to supply the number to the new service provider sky ? . From reading a lot of forums this seems to be happening a lot ?. Could EE BT Openreach withhold my number?

littleboo

If EE have closed your account and there has been no port request from Sky, the number is now held in quarantine for 30 days. If Sky aren't going to do the necessary to recover it, then you can do that with a VOIP provider such as A&A.

smileguy

sky did a port request and EE never responded from what I’ve been told . The ofcom regulations from what I’ve read states both parties are involved in the porting so why would EE close an account whilst a porting request was taking place then not want to help with the request?. I’ve complained to EE who say nothing to do with us and we’ve closed your account? Why would EE be so difficult? The two companies involved have to communicate

smileguy

I’m getting the impression that the broadband companies after switching us to FTTP and VoIP calls they don’t want to offer this service as everyone has mobiles .

littleboo

You only have two versions of what has happened and you seem to be assuming that Sky's account is correct. I would guess its equally likely that Sky didn't process the order correctly, but who knows. If they have dropped the ball, its easier to blame another party. The number should be recoverable, but its more effort and Sky may not be that motivated to do so.

There are advantages (and some disadvantages) of porting to a standalone VOIP provider, you can move broadband providers in the future without number porting and can move to providers who don't offer a voice service.

As you point out, its a niche service with a diminishing user base.

smileguy

why would ofcom introduce regulations on porting numbers in 2024 if service providers won’t follow them ?Yes I have two versions of of what’s happened and EE actually BT have not been truthful to me before with what I’ve been told . I have no reason to mistrust sky at this point point .You seem to be biased towards EE BT in your comments?

littleboo

On the contrary, I'm pointing out that you have two versions of events from two separate organisations, you have no idea which one is correct. I'm not sure what outcome you want - regardless of where the fault lies, if you want your number recovered, you need to decide which gaining provider you want to action that, and the clock is ticking. Its either Sky, or someone else.

smileguy

littleboo according to the regulations from what I’ve read both parties need to take part in the porting not one . If the new service provider try’s to port a number and the old service provider provide doesn’t respond or at worst delays or obstructs the porting process hoping the customer will go back to them during the cooling off period how can one party just be to blame?.

smileguy

Who is Responsible?

• The Gaining Provider (New Provider):Under Ofcom's General Condition C7, the new provider is responsible for the porting process, identifying faults, and ensuring the number is ported correctly.
• The Losing Provider (Old Provider):Responsible for releasing the number and not obstructing the port.

littleboo

I would assume that if a provider really was habitually and deliberately frustrating porting requests in order to gain an advantage, which would be very unwise, particularly for someone like BT/EE, it would be in the interests of the other providers to identify the patterns of behavior and raise it with the regulator.

smileguy

A little history 😀Ive been an ee orange customer for over 25 years but ever since BT took over EE any issues have been difficult to resolve . The retention department from EE used to retain my custom by offering me competitive deals . I had to badger them to get a deal that wasn’t competitive and only after hassle from them and me leaving did they offer me something better but still not competitive hence the change. Martin Lewis always says it’s best to change provider than get ripped off with extortionate price increases.