Portable or Not?

When customers move, they don't want it to be a challenge for others to contact them. But until true wireless number portability kicks in, there's nothing portable about a wireless phone number.

Alltel
Total Hold Time: 4 minutes
Transfers/IVR Layers: 2

CSR: Good afternoon. Thank you for calling Alltel.

WR: If I move, can I take my wireless number with me?

CSR: I think that depends on where you move. Would it be within the same area code?

WR: No.

CSR: I doubt that you'd be able to keep your same number. Numbers are given out by area code, and so if you move, you need a number that works in that area.

WR: So I'd have to cancel service and sign up for new service?

CSR: Not necessarily. If you move into another Alltel area, you could transfer your service without any extra fees. You just need to go when you get to your new city to the retail store and they can help you with that.

WR: Could I keep the number and just change the area code?

CSR: I'm not really sure. I can't see you being able to keep a Little Rock, AR, number if you're moving to Oklahoma.

WR: My phone works when I travel. Why does my number need to change when I already have service?

CSR: I know. But that's how our system works. It depends on the city. You might be able to keep the same number, but your area code would have to change.

Sprint PCS
Total Hold Time: 9 minutes
Transfers/IVR Layers: 3

CSR: Hi. Thank you for calling. WR: I'm moving in nine months, so I was wondering if I would be able to keep my wireless phone number.

CSR: Oh no. We'd have to change the whole number.

WR: Why is that?

CSR: Because that number might not be available there. If it is, you could keep it, but they would charge you a vanity charge — a 1-time $50 fee.

WR: So what's a vanity fee?

CSR: It's where you're requesting a certain number, but like I said, if they don't have it, we can't offer it to you.

WR: It's the same service and phone. Only my home area will change. Why is the number for the phone treated differently?

CSR: If we change your area code, then that area code won't work with your number. Your phone adapts to the area you move to, and there might be a roaming charge.

WR: I'll have to get new business cards and let my relatives know the new number. I thought wireless service was for convenience.

CSR: Well, when you move to a new state, you have to get a new telephone number for your home.

WR: Yes, but when you move, your house doesn't move with you. A wireless phone does. I thought that's what "nationwide" coverage meant.

CSR: It is nationwide coverage. But once you've exceeded your minutes and you try to call another place, you're going to be charged long distance.

Verizon Wireless
Total Hold Time: 1 minute
Transfers/IVR Layers: 3

CSR: Thank you for calling Verizon Wireless. Can I help you?

WR: Will my wireless number move with me?

CSR: If you're moving out of state, no.

WR: Why not?

CSR: Because there are different area codes. You still have to adhere to the area code for that specific area.

WR: How is moving different from traveling?

CSR: When you travel and someone calls your phone, they're not going to get in touch with you because you're out of reach. They'll get your mailbox, but the call will never connect to you.

WR: Why should it matter where I say my home area is?

CSR: The number programmed to your phone is city-specific.

WR: What about customers who relocate regularly?

CSR: They also have to reassign their numbers. If you move far enough to where a local phone company would bill you for a long-distance call, you need to get a number change.

WR: If I moved with the same number, they'd be able to get my voice mail, and then I wouldn't have to change my number, right?

CSR: You wouldn't have to change phone numbers if you chose not to, but if you move to an out-of-service area, people won't get through to you.

Mystery Caller is Wireless Review's ongoing series of random calls to service providers to determine how a customer might be treated and the accuracy of distributed information.