Both JT’s rivals in the local market, Coop Mobile and Sure, had complained to the regulators in both islands over what JT had said was a technology issue that it had been going through for the past four years, needing detailed technical configuration and coordination between operators.
Coop had complained that it was losing potential customers as people were unable to leave JT to sign up with the newest operator without also losing their number. Number portability was not an issue between JT and Sure.
The involvement of the regulators will now mean that the issue will be resolved two weeks today, rather than in May as had originally been indicated.
‘The ability to keep your existing number when switching provider makes a meaningful difference, and we’re pleased that, following constructive discussions between JT, Sure and the Channel Islands Cooperative Society, a clear path forward has been agreed,’ said David McGrath, the Coop’s chief marketing and membership officer.
All licensed operators have a regulatory obligation to provide number portability, and as a result Sure had also complained to the regulator, saying JT’s approach created an unnecessary barrier for customers wanting to switch.
‘Enabling mobile customers to retain their existing numbers is a critical component of effective competition in the Channel Islands’ telecoms markets. The earlier implementation date will provide JT customers with an additional choice of mobile provider sooner than previously expected,’ said Michael Byrne, CEO of the GCRA and Tim Ringsdore, CEO of the JRCA, in a joint statement.
JT’s new strengthened implementation plan includes a ‘condensed testing phase’ and is seeing more people put on the job to get it done more quickly. The regulators said the company had provided a ‘firm commitment’.
JT customers have complained that the company was ‘holding their customers hostage’, but JT said it was not stopping people leaving.
It said its priority had been to deliver secure, resilient services for islanders while completing essential regulatory upgrades, which needed technical coordination between operators.
