Portability plan: 5 tips for switching providers

By Kim Komando

Since late 2003, cell phone users in 100 U.S. metropolitan areas have gotten a big break from the FCC. They've been able to switch wireless providers and keep their same cell phone numbers in the process.

On May 24, users in other parts of the country (outside the 100 metro areas already eligible) were able to flee their current providers and experience number portability.

Are you thinking about switching wireless plans? Here are five things to consider.

1. Make sure the company you're switching to is better.

The fact that another wireless provider offers a plan you like doesn't mean that the service will be better. Remember: In most cases, you'll be calling people you really need to reach. A lower cost will seem unimportant if you are unable to make the call.

In general, surveys by Consumer Reports and J.D. Power & Associates have placed Verizon Wireless as the best of the bunch. But as Consumer Reports points out, Verizon Wireless has plenty of problems. Its customers just report fewer problems than those from other companies.

The magazine surveyed its subscribers in 12 metropolitan areas. It included only large national carriers. In each case, Verizon Wireless came out on top. In some cases, the difference between it and trailing companies was not statistically significant. And the ratings indicated that all of the companies were far from perfect.

J.D. Power surveyed for service quality in four eastern regions. In most cases, Verizon Wireless came out on top, though it sometimes tied with other companies. However, in the Southeast, Cingular, Nextel and T-Mobile all finished higher.

2. Be forewarned that the switch may not be smooth.

Most of the major companies use the same vendor to facilitate the transfer. However, AT&T Wireless happens to have used a different vendor. Users in late 2003 and early 2004 registered more complaints about AT&T Wireless' service than any other provider, and the use of a different vendor may have contributed to AT&T Wireless' problems. But the company insists those bugs have been worked out.

Some people apparently cancelled their old service after applying for the new. Don't do that. You'll end up with no service. Let the companies themselves work out the transfer of service.

By February of 2004, after things had calmed down, wireless-to-wireless switches were taking about a day, according to Roger Entner, an analyst at the Yankee Group.

Part of the problem earlier on was in matching information to two companies' databases. The fields on the databases were different, so automated exchanges couldn't take place. Data had to be entered or corrected by hand, a slow process. Over time, most of those fields were coordinated, easing the problem.

When you decide on a new carrier, take a wireless bill from your old company with you. That'll help the new carrier in transferring your data from the old carrier's database.

3. Also, the switch won't be free, and likely will mean getting a new phone.

Do you like your current phone? Too bad. You can kiss it goodbye. Individual carriers only work with particular phones. Even if your old phone is used by the new carrier, there might be problems installing new software.

You may have a service activation fee, too. Try to negotiate that away. After all, they're not doing you a favor by signing you up. In fact, wireless companies spend a lot of money to attract new business.

Breaking up with your old love also could be costly. Your ex has no good reason to waive penalty fees for breaking your contract. Talk to the new guys. Maybe they can get you a break.

Your old company cannot refuse to move you if you still owe fees or monthly charges. If it does, get in touch with the FCC.

4. You'll need a new plan too.

There's no getting around this. You'll have to wade through the new provider's various plans. Free minutes, roaming minutes, night minutes, weekend minutes -- it's the telephone equivalent of having your wisdom teeth removed.

Don't make this decision in the store. You could easily make a mistake. Do it on the Web. A number of sites offer a step-by-step process that helps you through the thicket. Try CellMadeSimple.com, CellUpdate.com or WireFly.com.

Typically, plans give you a set number of minutes to be used locally. When you're figuring out how many minutes you need, include the amount of time you spend on incoming calls. You have to pay for both. So, essentially, two people are paying for each call.

Plans also include roaming charges -- fees for calls made outside your calling area. They can be pretty stiff. If you do a lot of traveling, look for a plan that includes roaming charges. Also, be sure your carrier offers service in the places you travel.

If you have to talk to Mom everyday -- and you're in Phoenix and she's in Washington, D.C. -- get free long distance.

Do some research on the various services available. At the store, you'll be asked if you want to sign up for this, that and the other thing. These usually aren't expensive, but they can add up fast. Know what you want before you enter the store.

5. Check out switching your "wireline" to wireless.

You can also get the number for your wired number transferred to wireless. That's handy if you want to get rid of your land-line phone (and many people are).

The FCC has a list of the 100 metropolitan areas at its Web site (www.fcc.gov). Do a search on the home page for "portability" and then click on the top result. If your area isn't on this list, you're in the May 24 group.