Keeping Number Can Mean Cell Phone Hell

Dec. 19 -- In November, a new rule from the Federal Communications Commission went into effect — an Emancipation Proclamation for the cell phone user.

Watch the full report tonight on 20/20.

Called telephone portability or "porting," the rule lets cell phone users in the country's 100 largest metropolitan areas to keep their own cell phone numbers — no matter who provides the service.

"Consumers are getting the benefit of number portability. They're able to keep their investment in their numbers, while benefiting from lower prices and better competition," said John Muleta, head of the FCC's Wireless Telecommunications Bureau, which mandated that cell phone companies offer number portability.

Many cell users, particularly those who rely heavily on their mobile phones for business, were thrilled by the news. With the promise that porting would be painless and take only a few hours from the time the request is made of the old carrier to the new, millions of customers were expected to divorce their old wireless provider to find better deals or service.

But it hasn't exactly worked out the way the industry and government regulators predicted. Since the rule took effect Nov. 24, there have been huge problems.

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Customers like Richard Arenaro and John Shkolnick found the switch less than simple, and it took much longer than a few hours.

Shkolnick's switch-over, from Sprint to Verizon, took eight days. "It finally got done, but only because I kept calling them every day, multiple times," he said. "I was just incredibly frustrated."

Arenaro, who tried to switch to AT&T Wireless, told ABCNEWS he was promised that his number would be ported within 24 hours. Like Shkolnick, Arenaro found himself in a holding pattern.

At one point, Arenaro said, the cell phone company did seem to take pity on him. It offered to let him speak with a "a compassion agent." To his chagrin, he learned the agent couldn't help sort out the problem, but would simply listen to his story and sympathize with him.