Facilitating number porting procedures (Q&A)

Introduction:

Out of the Communications and Information Technology Commission's keenness to facilitate and expedite the procedures for number porting and reduce the time required for it, the Commission has issued a decision requiring operators to port subscribers' numbers, effective from 15 Rajab 1434H, according to new procedures that do not require payment of financial dues before porting, with porting taking place after confirming that the ID number of the porting applicant matches the ID number registered with the operator from which the transfer is being made; the amounts due on the number are to be paid after the porting process is completed.

This procedure differs from the number porting mechanism previously in effect, which required subscribers to pay financial dues on the numbers they wished to port before the porting process. According to the new mechanism, after the porting process is completed, the subscriber will be notified of any financial dues owed on the ported number - if any - via a short text message (SMS), enabling the subscriber to pay the dues owed.

The new approach of not requiring the number porting applicant to pay financial dues before the porting process comes for the purpose of facilitating matters for the subscriber and expediting porting requests.

It is worth noting that the Commission launched the number porting service in 1427H, being among the first countries in the world to launch this service. The Commission had stated, at the launch of this service, that "its aim is to encourage competition among service providers by facilitating the process of transferring a subscriber's number from one service provider to another; thereby giving the subscriber flexibility in choosing between service providers, which contributes to improving service quality, raising operational efficiency, and lowering prices."

The number of mobile communications service subscriptions was estimated at that time at approximately 20 million, but this number more than doubled by over 150% between 2006 and the end of 2012; as subscriptions jumped from 20 million by the end of 2006 to about 53 million by the end of 2012, with a penetration rate of about 181.6% of the population.

Q1: What is meant by mobile phone number porting?

A: Mobile phone number porting is a service that enables the subscriber to keep their mobile phone number when moving from one service provider to another.

Q2: What procedures must the subscriber follow when wishing to port their number?

A: A subscriber wishing to port their number from one service provider to another does the following:

1. Goes to one of the subscriber service offices of the operator to which they wish to port the number.

2. Fills out the service request form, recording all required data in the form, including name, ID number, mobile phone number to be ported, and signs it, and attaches the official documents necessary to establish the service.

3. Signs the commitment form - provided by the service provider to which the number is to be ported - which includes the subscriber's acknowledgment of and commitment to the following:

a. The accuracy of the information recorded in the form, and that their ID number recorded in the number porting request matches the ID number recorded in the active service establishment contract for that number with the service provider from which the number is to be ported.

b. Paying the financial dues owed on the ported number, after the porting process is completed - if any - to the service provider from which the number is being ported; after the subscriber is notified of these dues via a short text message (SMS), whether from the service provider from which the number is being ported directly or through the service provider to which the number is being ported. In the event these dues are not paid, regulatory action will be taken against the subscriber, who alone bears the responsibility and consequences resulting from that.

c. That the remaining balance on a prepaid card will be lost if not consumed before porting.

d. When the number porting request is rejected, and the subscriber still wishes to port their number, they must submit a new number porting request, after fulfilling the requirements that prevented the acceptance of the previous request.

e. Not to submit a request to cancel the number porting, after the subscriber has received a notification via short text message (SMS) from the service provider to which the number is to be ported, indicating acceptance of the request.

4. The service provider to which the number is to be ported will then begin the necessary procedures to send the porting request to the service provider from which the number is to be ported; within one business day from the date of submitting the request. The service provider to which the number is to be ported will, within a maximum period of eight business hours from sending the request, notify the subscriber via short text message upon acceptance or rejection of the number porting request.

Q3: Does the service provider from which the number is to be ported have the right to reject the number porting request?

A: The service provider from which the number is to be ported does not have the right to reject the porting request, except in the case of a mismatch between the user's ID number recorded in the number porting request and the ID number recorded in the active service establishment contract for that number with the service provider from which the number is to be ported.

Q4: When there are financial amounts due to the service provider from which the number is being ported; how do I pay them? And what will happen if I do not pay them?

A: When there are financial amounts due to the service provider from which the number is being ported; the subscriber must pay them through the means available from the service provider from which the number is being ported; however, the existence of these amounts does not prevent the completion of the number porting process, and the service provider does not have the right to reject the number porting request due to the existence of financial dues owed by the subscriber. Also, the subscriber's number moving to another service provider does not exempt them from paying any financial dues to the service provider from which the number is being ported. The service provider may take regulatory action regarding claiming its dues; and the subscriber alone bears the responsibility resulting from not paying those dues and the consequences resulting from that.

Q5: Can a number ported to another service provider be identified?

A: When making a call from the network of the service provider to which the number is assigned, the caller can identify the ported number, by hearing a distinctive tone before the normal dial tone.

Q6: Is there any difference in the way the ported number is dialed?

There is no difference at all in the way the number is dialed after porting

Q7: What are the fees for the number porting service?

A: The service is provided free of charge; the subscriber does not bear any costs for the number porting process.

Q8: How long does the number porting process take?

A: According to the number porting procedures; the porting process can be completed within one business day and for a period not exceeding three business days from the submission of the request.

Q9: Can the subscriber make calls during the number porting period?

A: Yes, the subscriber can make calls during the porting period; as the new SIM card obtained by the subscriber from the receiving service provider is activated, before the service is stopped on the current SIM card.

Q10: Will there be a service interruption during the number porting process?

A: The subscriber is notified via a text message indicating that their number porting request has been accepted, and the service on the current SIM is not stopped, except when the new SIM is activated, and after activating the new SIM, the subscriber can make calls normally via the new SIM to any network, but they cannot receive incoming calls except from the receiving service provider's network only, until the porting is fully activated across the networks of all other service providers, which takes place within two business hours, after which the subscriber can make calls and receive all incoming calls from other networks.

Q11: Does the remaining balance for prepaid subscriptions transfer with the number?

A: Upon completion of porting a number from the prepaid subscription category; the subscriber loses the remaining balance, and no balance transfers with the number.

Q12: After the number porting process is completed; how is the cost of calls made by the subscriber who ported their number calculated?

A: After the number porting process is completed; the subscriber is treated and the cost of their outgoing calls is calculated according to the tariff in effect with the service provider to whom the number was ported.

Q13: Can the subscriber benefit from the number porting service more than once?

A: Yes, the subscriber can request to port their number more than once between service providers; using the same procedures mentioned in the answer to the second question.

Q14: Can the subscriber cancel the number porting request after submitting it?

A: When the subscriber changes their mind about porting; they can cancel the porting request by going to the service provider they intend to move to, and submitting the cancellation request according to the cancellation form - provided by the service provider - provided this is done before the porting request is accepted by the operator from which the number is to be ported.

Q15: Can the subscriber transfer the ported number to another subscriber?

A: The subscriber cannot transfer the ported number to another subscriber; excluded from this are numbers that have been re-ported to the service provider originally assigned that number by the Commission. For example, when the Commission assigns a number to telecom service provider (A) and that number is ported to telecom service provider (B), the number cannot be transferred; except when that number is ported back to service provider (A).

Q16: What procedures should be followed if a subscriber's number is ported without their knowledge?

A: If a subscriber's number is ported without their knowledge; they have the right to submit a complaint according to the (submitting a complaint) procedures explained in the answer to question seventeen.

Q17: What procedures should be followed when number porting is rejected without a regulatory justification?

A: When a subscriber encounters a problem; they should submit their complaint to the service provider through the means available from service providers, or by submitting a complaint to the service provider through the Commission's website (www.cst.gov.sa), and if the service provider does not resolve the problem within 15 days from the date of submitting the complaint, or the subscriber is not satisfied with the solution offered by the service provider; they have the right to submit their complaint to the Commission through the Commission's website, or via fax number 0114618033, attaching a copy of proof of identity, and any documents available to the subscriber supporting their complaint.