Number portability

1. What is number portability?

Number portability is the facility that enables you to retain your telephone number, either fixed or mobile, every time you change providers, i.e. you switch from one company (donor-provider) to another (recipient-provider). In this way, you do not have to change your phone number when you switch providers. The number portability service constitutes an obligation for phone companies.

2. For which categories of numbers is portability available?

Number portability is available for both fixed and mobile numbers. You may retain your fixed number (PSTN, ISDN, VOIP etc.) when you switch providers provided that you remain within the same geographical area.

In addition, number portability is available for the following categories of numbers:

  • Corporate numbers and VPN access numbers (50 series).
  • Personal numbers (70 series).
  • Toll-free numbers (800 series).
  • Shared cost numbers (801 series).
  • Numbers for services with maximum charge (806, 812, 825, 850, 875 series).
  • Numbers for access to calling card services (807 series).
  • Numbers for access to data services (896, 899 series).
  • Premium rate numbers (90 series).

3. Which steps do I need to follow to apply for porting of my number?

You need to contact your new provider (recipient-provider) and submit a “number portability application form”. This application also serves as an application for the termination of services by your current provider.

The number portability application can be submitted at all points of sales (e.g. retail stores of providers or their partners) in one of the following ways, depending on the means available by the new provider:

  • In writing, by providing an ID card copy.
  • By fax, attaching and sending an ID card copy.
  • By electronic means, using a secure user identification method, including the possibility to use an electronic signature.
  • By phone, where the company may record the phone call, after you have been informed and given your consent.

The provider is required to confirm receipt of your application. Then, the recipient company forwards your application to your current provider, who must examine it within 6 working hours and accept it, unless there are valid reasons for rejection.

4. How much time is needed for the porting of my number?

Please note that a number portability application is automatically cancelled if it is not processed within the following time frame, starting from the date of its submission to the current provider:

The porting process, for both fixed and mobile telephony, is completed within one working day, at the latest, from the date that your current provider has accepted the portability request. In case of a fixed number portability request, accompanied by a request for full unbundling of the local loop, the porting process is completed on the day that the fully unbundled local loop is delivered.

A number portability application is automatically considered as void, in case it is not completed within the following deadlines starting from the date of its submission to the current provider:

  • For fixed and non-geographic numbers: Within 60 calendar days.
  • For mobile numbers: Within 30 calendar days.

5. I have a fixed-term contract. Can I submit a number portability application before the end date of my contract?

The right to number portability also applies for fixed-term contracts (e.g. due to a device subsidy). However, your right to apply for number portability whenever you want does not exempt you from any obligations deriving from the contract you have signed (e.g. paying any early termination fee, paying off any outstanding bills and paying off any device subsidies).

6. Can my current provider reject my number portability application and under which conditions?

Your current provider may reject your number portability application only if:

  • The VAT number – in case the subscriber does not have a VAT number, their ID card or passport number – stated in the application is different from the data held by the current provider.
  • The phone number on the application is not active or belongs to another subscriber.

It is important that the number portability application is fully and accurately completed to ensure consistency with already registered information during the processing by the current provider.

7. Can I cancel my number portability application? What is the procedure and relevant deadlines?

You have the right to cancel a number portability request only if you have signed the contract with the new provider remotely (e.g. via telephone) or at a place other than a point of sales (e.g. with a salesperson at your place). In this case, the cancellation request must be submitted within 14 calendar days from the conclusion of the contract.

Important note:

  • In case you have (a) requested in writing the activation of connection prior to the expiry of the 14-calendar-day period and (b) expressly accepted the loss of right to withdraw without any penalty (upon activation of connection), the following apply:
    • Before the end of the 14-calendar-day period: You can withdraw from the contract only until the connection is activated.
    • After the end of the 14-calendar-day period: You cannot withdraw without a penalty.
  • If you have signed a contract with the provider at a point of sales, you do not have the right to cancel your portability application.

You may submit a cancellation request only to your new provider in one of the following ways (depending on the means available):

  • In written form at the point of sales (by showing an ID card and attaching an ID card copy to the application).
  • By calling a specific number of the new provider, where the subscriber is given instructions for submitting the cancellation application by an automated system. You must place the call from the same number for which you have applied for number portability.
  • By electronic means, such as an available web application.

8. What is the National Reference Database for Portability?

All above-mentioned information is exchanged between providers through the National Reference Database for Portability (NRDBP), which operates under the supervision of EETT.

For the successful porting of a number, the current provider from whom the number is ported (donor-provider) and the new provider (recipient-provider) exchange information that concerns the subscriber’s portability application. In addition, when the porting is completed, information must be shared with all providers to ensure the proper routing of calls to this number.

9. For which number portability issues is EETT responsible?

EETT is, amongst others, the competent authority for regulating and supervising the implementation of number portability. In this context, it provides, by issuing Regulations, the framework for the introduction, operation and implementation of number portability in the Greek market.

All portability-related information is exchanged between providers through a dedicated database, the National Reference Database for Portability (NRDBP). Through the operations of NRDBP, EETT supervises the provision of the number portability service and all entities concerned (providers and the NRDBP administrator).

Submit a complaint about number portability issues

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