Smart asks regulators to check Globe's mobile number porting issues

MANILA, Philippines — Smart Communications Inc. has asked regulators to look into Globe Telecom Inc.’s compliance with a law that allows customers to switch networks without changing their existing mobile numbers, saying its rival’s “general unpreparedness” is denying customers of choice to transfer to a new provider.

As of October 5, the wireless unit of telco giant PLDT Inc. reported that 38% of customer requests to migrate to Smart have been rejected by Globe due to “technical issues”, a problem that, the company said, is “seriously putting a strain on our own resources.”

At the same time, Smart reported that customers who ported out of Globe had been unable to use the full functionality of GCash — Globe’s mobile wallet app. The Pangilinan-led telco firm said it was informed by Globe about the repairs, but “there is no urgency to commit to defined timelines for permanent fixes.” 

“We implement extraordinary measures to bridge the serious gaps that Globe’s issues have created, and keep ported customers digitally connected,” Smart said in a letter to Globe, a copy of which was also sent to the National Telecommunication Commission, the telco regulator.

“Globe’s constructive denial of its customers’ choice to switch to Smart seamlessly… ultimately compromise, if not maim the spirit of the law, which is to honor and protect the customers’ choice of their preferred network,” it added.

The Mobile Number Portability (MPN) law — also known as Republic Act 11202 — guarantees customers the ease of switching network within 48 hours without the need to change their mobile number starting September 30. Moving from one network to another is free of charge.

To implement the law, PLDT, Globe and new telco player Dito Telecommunity formed a consortium called Telecommunications Connectivity Inc. to provide number porting services.

'In bad faith'

Responding to its rival’s complaint, Globe said it “strongly denies any malice or intent” to violate the MPN law, adding that the problems were caused by “complexity of multiple functions of its other brands”.  Globe's core brands include Globe Prepaid, Postpaid, Platinum and TM — all of which are currently providing MNP service.

The Ayala-led telco firm also said it already informed customers about the delays and that all telco players are aware of the “birth pains” of the new service. Globe will be able to provide its MNP service on October 12.

“All issues and wins of the MNP service are being discussed at length at the management committee of TCI.  All service providers are aware of the challenges currently being experienced,” Globe said.

“It does seem this complaint is being done in bad faith on the part of Smart,” it added.

In a commentary, infrastructure-oriented think tank Infrawatch PH said telcos cannot use system bugs and glitches as an "excuse" for the delays because they were given sufficient time to prepare.

"The system glitches and bugs should have been identified and resolved prior to commercial launch," Infrawatch said. "The NTC should nip these delays in the bud, which is why it should decisively act even no more than one week into the NMP’s full implementation."