Number portability is finally here. That means that, if you want to keep the cellphone number, you have had for 10 years, you no longer have to stick with the cellphone provider you first signed up with. The first three digits of a cellphone number will no longer relate to the cellular provider and consumers can shop around for the best packages without notifying their entire contact list about a change.
It also means that providers have to start caring about their existing client bases. Until now, providers focused far more on attracting new customers with fancy deals rather than caring about providing service to existing customers — who were a captive audience.
According to Suzi Gurschl of Edge Consultancy, which consults to the telecom industry, there will be far more focus on existing clients. The providers will start to compete more aggressively on reducing contract costs and call rates as well as increasing service levels during the contract period. The change has also given birth to a new form of campaign management and we are starting to see the tip of the iceberg.
For example, Vodacom has introduced Talking Points. By using your phone to make calls you clock up points, which, at the moment, you exchange for free minutes. Ultimately, cellphone companies will tie in with retailers so you can convert your points to purchases at your favourite store. The new Vodacom credit card would provide a vehicle to redeem your point at any retailer.
Vodacom has also started a campaign in which 24 000 subscribers a month win a free flight on the new airline, Fly Mango.
So far, the new freedom to port has not produced much churn but, as people become more familiar with the concept and cellphone companies start competing on customer service, it is likely customers will talk with their feet.
Here is a step-by-step guide on how to port:
For contract holders
Choose a new service provider;
Fill in a form with your chosen new service provider to port your number — but don’t cancel your current contract yet;
Your new service provider will verify your details with your current service provider and do a credit check;
If the information is satisfactory, the new service provider will arrange for your number to be ported;
Give your current service provider or network notice to cancel your current contract;
Sign your new contract with your new service provider or network;
You’ll receive a new SIM card and phone, if appropriate, after a few days;
Your contract will be terminated by you previous service provider.
For pre-paid
You do not have to buy a new starter pack and, like a contract customer, you simply make a port request at the new service provider.
Unlike in the case of contract customers, there is no fee to make the switch but you are limited to one port request every two months. The switch takes 24 hours and then you are able to load up with the new provider’s airtime.
Tips on talking with your feet
- Choose a time and date to port that will keep your costs low, such as at the end of your contract.
- If porting a company phone, written permission is needed from the company.
- If your parents/spouse own the contract, their written consent is needed.
- You can only port every 60 days, from date of activation.
- If your phone is soft- or hard-locked (because of outstanding payments), you won’t be able to port.
- Disconnected numbers can’t be ported.
- If your number gets ported without your consent, contact your original service provider to reverse the process.
- Porting is free until the government finalises fees.
- If a new service provider refuses to port you, it is expected to inform you of the reason.