Change of Operator and Number Portability (Switching)
If you want to switch to another operator, when submitting a service request to the new operator, you have to emphasize that you currently have an active service with the existing operator.
In that case, the new operator will complete the request for changing the operator, which also serves as a request for terminating the contract with the existing operator. If you are transferring your current phone number during the process of changing operators, the request for changing the operator is also considered a request for number portability.
By signing the request for changing the operator, you authorize the new operator to carry out the process of changing the operator, including negotiating the exact time of service (and number) transfer with the existing operator to ensure a seamless transition without service interruption. In the case of entering into a distance contract, you are not required to sign the request, but the new operator must specify that it involves entering into a distance contract*.
*You have the right to terminate the contract without any fees within 14 days from the date of contract conclusion. Your notice of contract termination is also considered a request to cancel the switch to another.
The contract with the existing operator is considered terminated on the day of the change of operator/number portability to the new operator.
In this case, the existing operator must inform you about the amount of outstanding debts, the payment method, and the right to withdraw from the change of operator within five (5) working days. They should also inform you about any possible changes to the contractual terms for the services you wish to retain.
The new operator is obliged to negotiate a new date for the change of operator/number portability with you.
You should submit a written or electronic request for compensation to the new operator, no later than 30 days from the date of the operator change or the submission of the request for contract termination due to untimely operator change.
Note that you do not have the right to compensation if the untimely implementation of the service or change of operator is caused by your unavailability or failure to respond to calls for service installation or equipment delivery.
In the event your compensation claim is denied, if you believe it has not been correctly calculated, or if the operator has not responded to your claim within 30 days, you can file a complaint with the electronic communications inspector within 30 days from the expiration of the response period. Send your complaint to the following email address: inspektor@hakom.hr.
You can check the status of your phone number transfer, as well as the network in which a particular number is currently located, through the e-portability application.
In that case, the new operator will complete the request for changing the operator, which also serves as a request for terminating the contract with the existing operator. If you are transferring your current phone number during the process of changing operators, the request for changing the operator is also considered a request for number portability.
By signing the request for changing the operator, you authorize the new operator to carry out the process of changing the operator, including negotiating the exact time of service (and number) transfer with the existing operator to ensure a seamless transition without service interruption. In the case of entering into a distance contract, you are not required to sign the request, but the new operator must specify that it involves entering into a distance contract*.
*You have the right to terminate the contract without any fees within 14 days from the date of contract conclusion. Your notice of contract termination is also considered a request to cancel the switch to another.
The contract with the existing operator is considered terminated on the day of the change of operator/number portability to the new operator.
Switching Fixed Operators
- Within 15 days from the date of submitting your request, the new operator must provide you with a confirmation of acceptance or a notice of rejection of the request. The confirmation of acceptance must include the date and timeframe for switching operator/number portability.
- Within 30 days from the date of submitting your request, the new operator is obliged to complete the operator switching. The deadline can only be extended if additional work is required at the connection location, if you are not available at the location, in case of force majeure, due to actions of third parties, or due to the impossibility of access to infrastructure, provided the operator has taken all necessary actions for access on time.
Switching Mobile Phone Operators
- Within 2 working days from the date of submitting your request, the new operator is obliged to complete switching the operator
- The 2-day deadline can only be extended if you provide consent to the new operator to change the date, specify another desired date, or if there is a delay in the change of operator/number portability
Postponement of Changing the Operator
If the request for switching the operator does not indicate that you are aware and agree to settle any outstanding debts with the existing operator in case of early contract termination, or if it is marked that you wish to retain certain services with the existing operator, the existing operator has the right to postpone the change of operator for five (5) working days from the date of submitting your request.In this case, the existing operator must inform you about the amount of outstanding debts, the payment method, and the right to withdraw from the change of operator within five (5) working days. They should also inform you about any possible changes to the contractual terms for the services you wish to retain.
The new operator is obliged to negotiate a new date for the change of operator/number portability with you.
Untimely Change of Operator
If there has been an untimely change of operator, you are entitled to compensation in the amount of 30.00 euros per day for each commenced day in the event of:- Delay until the day of service implementation or the day of contract termination
- Premature execution of number portability until the desired date
- Unwanted change of operator or unwanted number portability
You should submit a written or electronic request for compensation to the new operator, no later than 30 days from the date of the operator change or the submission of the request for contract termination due to untimely operator change.
Note that you do not have the right to compensation if the untimely implementation of the service or change of operator is caused by your unavailability or failure to respond to calls for service installation or equipment delivery.
In the event your compensation claim is denied, if you believe it has not been correctly calculated, or if the operator has not responded to your claim within 30 days, you can file a complaint with the electronic communications inspector within 30 days from the expiration of the response period. Send your complaint to the following email address: inspektor@hakom.hr.
You can check the status of your phone number transfer, as well as the network in which a particular number is currently located, through the e-portability application.