Number portability and how to complain against your phone/internet provider (SUTEL)

The General Telecommunications Law (Ley N.º 8642, de 2008) created the Superintendencia de Telecomunicaciones (SUTEL) to regulate telephone, internet and cable TV operators in Costa Rica, and to give users concrete rights against them.

Number portability — switching providers without changing your number: it is a free right for any user, established directly in Ley 8642. The only requirement is to be the owner of the line, and that it is not tied to a plan where the provider subsidized the equipment (phone) — in that case you must settle that debt or commitment first. The process takes a maximum of 48 hours: the old provider has 1 day to confirm there is no impediment, and the new provider has the other day to coordinate the service transfer with you.

Other basic rights as a telecommunications user:

• Right to clear information before contracting (plans, prices, conditions).
• Right to correct billing — charge only what you actually contracted or consumed.
• Right that the equipment you use is homologated (technically authorized to operate in Costa Rica).
• Transparency in contract conditions, including prepaid plans.

How to file a complaint if a provider (phone, internet or cable) does not resolve a problem — the formal complaint is submitted to SUTEL, there is a specific user‑protection regulation that governs the entire process (billing, service continuity, promotions, prohibited practices, international roaming, portability, among others):

• Free line: 800-88-SUTEL (800-88-78835).
• Site for complaints: reclamos.sutel.go.cr — there you can also check the status of a complaint already submitted.
• Email: info@sutel.go.cr.
• Hours: Monday to Friday, 8 am to 4 pm.

Note: before escalating to SUTEL, the normal first step is to try to resolve the problem directly with the provider (customer‑service line) — SUTEL intervenes formally when that avenue has failed. For the complete detail of the complaint process (exact response deadlines, form requirements), it is advisable to review the official guide on the SUTEL website before filing one.