Cellular7.09.2016

MTN prevented customers from porting to us: Cell C

By Staff Writer

The Johannesburg High Court recently ordered MTN to allow customers to keep their phone numbers when leaving the network.

According to Bloomberg, MTN blocked customers from retaining their mobile numbers if they did not apply for a transfer within a certain time frame.

Cell C explained that it lodged the court application because of ongoing problems affecting customers attempting to port to Cell C from MTN.

“Ports were being rejected by MTN for reasons not allowed in terms of the porting regulations,” said Cell C.

Cell C said the high court application followed attempts by the company to resolve the issue with MTN.

“The application dealt with MTN’s introduction of an extra step in the porting process, making it extremely difficult for customers attempting to port to Cell C and resulting in a massive increase of rejected ports,” said Cell C.

Shortly after lodging the application, Cell C lodged a complaint with ICASA against MTN’s conduct. “This matter will hopefully be shortly determined by ICASA.”

Cell C said it was satisfied with the high court ruling, as customers wanting to port to Cell C will no longer be impeded by MTN.

MTN said it took note of the judgement and can confirm it will comply.

“Furthermore, MTN would like to note that it intends to have the matter heard by ICASA as soon as possible so as to get to a conclusion that is to the benefit of subscribers,” it said.

MTN said it has received a number of complaints from customers who had been ported without their permission.

“In a bid to protect its customers, MTN implemented a system where customers were required to confirm they have requested to port,” said MTN.

“If the customer did not positively respond within 30 minutes, MTN would decline the port as it is obligated in terms of regulation to respond within an hour of receiving the request from the recipient operator.”

MTN said it did not block customers who requested to port to a different service provider.

“MTN implemented the extra security measures to curb unauthorized porting and to protect its customers from unauthorised porting. It is not a denial of port but an extra level of security.”