Mobile number portability (MNP), which allows users to switch networks without changing their phone number, has been available in Vietnam since mid-November 2018. The service aims to benefit both users and providers. Customers can select the network that best suits their needs without the inconvenience of changing numbers, while service providers are compelled to improve their service quality and customer care to retain subscribers. For the broader market, MNP fosters a competitive environment aligned with global standards.

However, after more than six years of implementation, the Department of Telecommunications (under the Ministry of Information and Communications) continues to receive complaints about delays and unjustified rejections from telecom operators when users request number porting.

In the first seven months of 2025, statistics revealed troubling patterns. MobiFone received 340 complaints, of which 72 required forced porting after review. Viettel had 35 complaints, with 13 resolved through enforced porting. VinaPhone recorded 92 complaints, with 10 deemed valid. Vietnamobile faced the most backlash, with 375 complaints and 102 cases where customers had to be granted porting after intervention.

These numbers may not reflect the full extent of the issue, as many frustrated users choose to remain silent rather than pursue formal complaints. Nonetheless, they highlight the foot-dragging tactics employed by certain providers. Many long-time subscribers face unjustified delays or denials that fall outside the legal framework governing MNP.

In response, the Department of Telecommunications has intervened directly, requiring networks to resolve complaints and uphold consumer rights. According to Article 27 of Decree 15/2020/ND-CP, violations may incur fines of up to $8,400 - currently the highest penalty in the telecom sector.

International practices: A benchmark for market competition

Internationally, MNP is a well-established service. Many countries treat it as a key indicator of telecom market competition. In the European Union, the maximum allowed time to complete number porting is one working day, with some nations reducing it to just a few hours. As a result, complaint rates remain extremely low, thanks to transparent procedures and digital processing.

In the United States and Canada, MNP has been in place since the early 2000s. Regulators require networks to handle porting requests promptly and prohibit delays. This has created a highly competitive telecom environment where companies focus on long-term customer service rather than short-term promotional gimmicks.

In Asia, Singapore and South Korea offer exemplary MNP systems. Users can register online, and the entire process takes only a few hours. Governments in these countries publish regular porting statistics to ensure transparency and regulatory oversight.

International research shows that MNP not only benefits consumers but also encourages telecom providers to invest in infrastructure and improve service quality. It is a vital component of global market integration, especially for companies looking to expand overseas.

Lessons for Vietnam

Vietnam can draw several key lessons from global practices. First, the porting process must be shortened to 24 hours, similar to EU standards. This reduces consumer frustration and curbs obstructive practices by network operators.

Second, transparency in reporting is essential. The Department of Telecommunications should regularly publish data on porting requests, including success and rejection rates, much like in South Korea and Singapore. This would pressure operators to comply and empower users to monitor the process.

Third, independent oversight needs strengthening. The department should act as a neutral arbitrator to minimize subjective interference by providers.

Fourth, MNP should be linked with value-added services such as eSIM, e-wallets, and digital ID systems. When users are digitally identified by their phone numbers, number portability becomes a foundation for developing new digital and telecom services, delivering long-term benefits to both consumers and businesses.

Ultimately, mobile number portability is not merely a technical service - it is a reflection of market competitiveness and transparency. Vietnam’s move to tighten enforcement is a step in the right direction toward protecting consumers. However, to create a truly competitive and fair environment, the country must learn from international experience by shortening processing times, publishing transparent data, enhancing independent supervision, and integrating with digital services.

Only then will number portability become a sustainable driver for the telecom sector in the digital integration era.

Thai Khang