Interesting that ofcom have put in place specific processes to address frustration of porting by the donating service, but only the general requirements are available to address negligence or incompetence with the new provider.
Have to discuss that elsewhere.
Obligation to ensure switching process is completed within one Working Day
C7.38 Regulated Providers must ensure that the Porting Process shall, unless the relevant Mobile Switching Customer agrees to defer the process, be completed within one Working Day from either:
(a) SIM Activation, where the relevant Mobile Switching Customer has already submitted the PAC to the Communications Provider to whom the relevant Mobile Switching Customer wants to switch at the time when they entered into the contract; or
(b) where SIM Activation has already taken place, submission of the PAC to the Communications Provider to whom the relevant Mobile Switching Customer wants to switch.
Obligation to provide compensation
C7.43 Where a Regulated Provider, delays the completion of the Porting Process or the Non-Porting Switching Process beyond the one Working Day time limit set out in Condition C7.38 or Condition C7.39, or where there is an abuse of the Porting Process or the Non-Porting Switching Process by them or on their behalf, the Regulated Provider, shall provide reasonable compensation as soon as is reasonably practicable to the relevant Mobile Switching Customer for such failure.
C7.44 Regulated Providers shall set out in plain English and in an accessible manner for each relevant Mobile Switching Customer guidance on how they can access the compensation provided for in Condition C7.43, and how any compensation will be paid to them.
Information to the complainant about process and timeframe
6 After having received a Complaint, the Regulated Provider must promptly inform the
Complainant of:
(a) the process it will follow to investigate the Complaint with a view to resolving it to the
Complainant’s satisfaction; and
(b) the timeframes in which the Regulated Provider will endeavour to carry out its
investigation of the Complaint.
https://www.ofcom.org.uk/__data/assets/pdf_file/0021/112692/Consolidated-General-Conditions.pdf
(IMO it seem unlikely 'call back in a week' meets those obligations if that is what is suggested to the customer)
Number ports should happen within one day.
(This additional process is mainly re port out issues not incompetence and failures of port in)
From July 8th, if your request to port your number is being frustrated, your old provider will be put on notice and have up to five days to resolve any issues. If this doesn’t happen, you can now trigger a process that will enable your new provider to override this obstacle.
First, you need to submit a complaint on Ofcom’s website. This will generate a reference number, which you then need to give to your new provider.
An independent industry panel – which includes the Office of the Telecoms Adjudicator – will then assess your case. Subject to your case satisfying certain criteria, this panel can authorise your new provider to override the issue and expedite the porting of your number.
https://www.ispreview.co.uk/index.php/2019/07/ofcom-toughens-uk-phone-number-porting-to-prevent-abus...
It seems PN could be considered falling foul of the new port out complaint process. Although that the PN port out failures seem to be often limited to calls routed from within the PN/EE service might complicate matters some:
PN does seem to be an excellent source of tests for the ofcom processes, with evidence growing where 'poor systems' and perhaps inadequately addressed 'errors or 'incompetence might be considered negligence and 'not treating customers fairly'.
Show us ONE just ONE real, defined benefit for the British public from Brexit
Brexit Promised cake .... But just delivers a stream of Cack
... and expects us all to just swallow it
Brexit - Built from Bovine Manure by Bots
