Frequently Asked Questions

(1) An undertaking providing a public communications network or a publicly available electronic communications service shall ensure that any subscriber who so requests may retain his number or numbers from the numbering plan, free of charge, regardless of the undertaking providing the service — in the case of geographic numbers within a specified area and in the case of non-geographic numbers anywhere within the territory of the state.

(2) The obligation under paragraph 1 does not apply to portability between public fixed and public mobile communications networks. This does not apply to numbers for which an implementing regulation under § 29(4) provides otherwise.

(3) A geographic number means a number from the numbering plan where part of its numerical structure has a geographic meaning used for routing communications to the physical location of a network termination point of a public communications network.

(4) A non-geographic number means a number from the numbering plan that is not a geographically bound number, in particular a number for access to services charged to the called party, to services with an indicated price, and a subscriber number of a public mobile communications network.

(5) The technical and organisational conditions for the implementation of portability between undertakings, including related procedures and time limits, and the principles for charging prices in connection with number portability shall be laid down by the Office by implementing regulation. The implementing regulation shall also set out the requirements for changing the internet access service provider under § 34a(9) and details for the implementation of number porting and changing the internet access service provider using remote access, unless the subscriber requests otherwise and it is technically feasible.

(6) The period during which a publicly available electronic communications service is not provided to a subscriber on that number during the number porting process shall not exceed 1 working day.

(7) A subscriber who intends to conclude a contract for the provision of a publicly available electronic communications service or connection to a public communications network with an undertaking other than the one with which the subscriber has an existing contract (hereinafter the "gaining provider") may also request the gaining provider, who leads the number porting process, to arrange the porting of the number. The request shall include at least:
a) identification details of the subscriber,
b) identification details of the undertaking currently providing the subscriber with a public communications network or a publicly available electronic communications service (hereinafter the "losing provider"),
c) the number to be ported,
d) the subscriber verification code for number porting issued by the losing provider, and
e) the date on which the number porting is to take place; the gaining provider shall, without delay after the conditions for number portability have been met, arrange the necessary steps for porting the number and inform the subscriber of the date on which the porting is to take place, which is also the date of termination of the contractual obligation with the losing provider.

(8) The gaining provider is entitled to verify the identity of the subscriber before requesting the losing provider to port the number on behalf of the subscriber; if the subscriber fails to provide the necessary cooperation upon request, they shall be treated as if they had not requested the number to be ported.

(9) The gaining provider shall, within 1 working day of receiving the subscriber's request under paragraph 7, notify the losing provider of the subscriber's request for number porting, including the subscriber verification code and the moment of termination of the contractual obligation under § 63b(10).

(10) The losing provider shall, at the request of a consumer using prepaid services made no later than 30 days after the termination of the contractual obligation, return the remaining prepaid balance. If agreed in the contract, the losing provider is entitled to reimbursement of costs that it demonstrably incurred in returning the prepaid balance.

(11) The subscriber is entitled to a flat-rate compensation if the number porting is delayed, or if abuse occurs as a result of a breach of duty by the gaining or losing provider, or if the agreed repair and installation deadlines are not met. The method for determining the amount of flat-rate compensation and the method of publishing information on the right to flat-rate compensation shall be laid down by implementing regulation, whereby the flat-rate compensation shall not be less than CZK 100 per day and not more than CZK 1,000 per day. The right to damages under the Civil Code in excess of the flat-rate compensation is not affected.

(12) The losing provider shall ensure that a subscriber whose contractual obligation has ended by notice given by the subscriber may port the number to another provider for a period of at least 1 month from the date of termination of the contractual obligation, unless the subscriber expressly waives this right.

(13) Number porting and its subsequent activation shall be carried out within the shortest possible time and on the date expressly agreed with the subscriber under paragraph 7. A subscriber who has submitted a request for number porting to a new provider must in any case have the number activated within 1 working day of the agreed date.

(14) In the event of a failure of the number porting process, the losing provider must reactivate the number and service for the subscriber under the same conditions agreed with the subscriber in the contract, until the number is successfully ported and the gaining provider's services are activated.

(15) An undertaking providing a public communications network used by the undertaking from which or to which the number is being ported shall not obstruct the number porting process.

(1) An internet access service provider shall ensure that any subscriber who so requests may change their internet access service provider in such a way that continuity of services is ensured, where technically feasible.

(2) Where a subscriber decides to change their internet access service provider, every internet access service provider affected by the change shall provide the subscriber with adequate information before and during the change.

(3) The internet access service provider with which the subscriber intends to conclude a contract (hereinafter the "gaining internet provider"), the internet access service provider currently providing the subscriber with internet access service (hereinafter the "losing internet provider"), and other affected undertakings providing a public communications network or a publicly available electronic communications service shall cooperate to ensure the change of internet access service provider.

(4) A subscriber who intends to change their internet access service provider may request the gaining internet provider to arrange the change of internet access service provider. The gaining internet provider leads the process of changing the internet access service provider.

(5) In the request under paragraph 4, the subscriber shall provide at least:
a) identification details of the subscriber,
b) identification details of the losing internet provider,
c) identification of the services that are to be the subject of the change of internet access service provider,
d) the date on which the change of internet access service provider is to take place, and
e) the verification code for the change of internet access service provider issued by the losing internet provider.

(6) The gaining internet provider shall, within 1 working day of receiving the subscriber's request under paragraph 5, notify the losing internet provider of the subscriber's request for a change of internet access service provider, communicate all the necessary details for carrying out the change, and information on the date on which the change is to take place, and shall jointly and without delay verify the feasibility of the change.

(7) In the procedure under paragraph 4, the gaining internet provider is entitled to verify the identity of the subscriber before requesting the losing provider to change the internet access service provider on behalf of the subscriber; if the subscriber fails to provide the necessary cooperation upon request, they shall be treated as if they had not requested the change.

(8) In the procedure under paragraph 4, the gaining internet provider shall ensure that services are activated within the shortest possible time, or within the period agreed with the subscriber. The losing internet provider shall continue to provide its services under the same conditions until the gaining internet provider's services are activated. Service interruption during the change of internet access service provider shall not exceed 1 working day.

(9) The technical and organisational conditions for the implementation of the change of internet access service provider between undertakings, including related procedures and time limits, shall be laid down by the Office by implementing regulation under § 34(5).

(10) An undertaking providing a public communications network used by the undertaking from which or to which the internet access service is being transferred shall not obstruct the process of transferring that service.

(11) The subscriber is entitled to a flat-rate compensation if the change of internet access service provider is delayed, or if abuse occurs as a result of a breach of duty by the gaining or losing provider, or if the agreed repair and installation deadlines are not met. The method for determining the amount of flat-rate compensation and the method of publishing information on the right to flat-rate compensation shall be laid down by implementing regulation under § 34(11), whereby the flat-rate compensation shall not be less than CZK 100 per day and not more than CZK 1,000 per day. The right to damages under the Civil Code in excess of the flat-rate compensation is not affected.

(12) The necessary steps relating to the change of internet access service provider shall be carried out by the gaining or losing internet provider at their own expense. If a system exists for communication between the gaining and losing internet provider and for carrying out the necessary steps relating to the change of internet access service provider, access to such a system must be non-discriminatory and any fee for access must cover only the efficiently and effectively incurred costs of acquiring and operating the system.