Cell number portability may not happen easily

By Jon Van
Chicago Tribune

As many as 50 million cell phone users have not changed service providers because they want to be able to retain their current phone numbers once they switch, a survey shows.

Their reluctance may be eased when cell-phone customers in the nation's top 100 markets will be allowed to switch carriers starting Nov. 24 and retain their phone numbers.

But some in the wireless industry fear phone users are in for a huge disappointment if they expect that transition will be easy.

Lingering opposition to what's known as number portability among some wireless carriers and a lack of clarity from government regulators threaten to derail the process and leave customers confused and angry, said John Rooney, chief executive of U.S. Cellular Corp., a Chicago-based wireless carrier.

The Federal Communications Commission, which mandated the change after years of delays, has not provided carriers with details about how the number hand-offs should work. The FCC is surveying carriers about their efforts to prepare for portability and said it will issue guidelines soon.

"You can see this one coming down the pike — a big train wreck with the consumer caught in the middle," Rooney said.

Wireless carriers say they lack critical information and have too little time to ensure a smooth transition for customers who want to switch providers.

One key question: How long can a wireless company take to transfer a number? At an industry meeting in mid-September, one national carrier said it could take five days to execute a transfer, Rooney said.

Customers, meanwhile, are unaware that there could be difficulties changing wireless carriers. In a recent survey, Convergys Corp., which supplies wireless billing and customer care services, found that one-third of wireless customers want to change carriers once portability is available.