Question to the Department for Digital, Culture, Media & Sport:

To ask the Secretary of State for Culture, Media and Sport, what steps he is taking to safeguard consumers who wish to keep their current telephone number when switching providers; and if he will make a statement.

Consumers can retain their telephone numbers when switching provider through an established process called number porting. Ofcom imposes obligations, through its General Conditions, on all landline and mobile providers to safeguard the interests of consumers wishing to port their numbers.

When switching mobile provider, the consumer requests a porting authorisation code (PAC) from the existing provider and gives it to the new provider, allowing the mobile number to be transferred to the new network. Although the losing provider may charge the consumer, there are safeguards: a provider cannot refuse to issue a PAC unless specific circumstances apply (for example, if the consumer cannot adequately prove that he/she is the legitimate account holder). Ofcom requires PACs to be issued immediately over the phone or within two hours by text message. Consumers are entitled to compensation if a number is not ported within one working day from the new provider receiving the PAC. Ofcom can take action against companies that repeatedly breach these rules and has the power to fine providers up to 10% of annual turnover

For consumers switching landline providers, the losing provider must allow an active telephone number to be transferred to a new provider, assuming the consumer is staying at the same address. Although gaining providers are not required by Ofcom to accept a request to transfer, it is plainly in their interests to do so and, in most cases, they do accept such requests; if it does accept the request, the gaining provider should make all transfer arrangements. Where consumers move address but remain within the same telephone exchange, providers may allow consumers to retain their telephone numbers but that process is not regulated by Ofcom. If he/she moves outside the local exchange, a consumer will not usually be able to keep the same number on a traditional landline; it is possible, however, to do so by porting the number to a VoIP service for a one-off fee.