With reference to the letter by Mario Scicluna (The Sunday Times, January 20), when a migration request is made to go mobile, this involves a certain amount of responsibility on our part, which we naturally take very seriously.

A top consideration when dealing with this kind of request is customer security - Go Mobile only processes a migration request after all identification procedures have been completed. This ensures that the migration request has been made by the rightful owner of the mobile number wanting to change operator.

A second consideration is the number of requests pending at the time - I am sure that Mr Scicluna will understand that the process involves an appreciable degree of paperwork and that in some cases, such as the Christmas period, an increase in customer demand can potentially increase customer traffic.

I trust that this has set Mr Scicluna's mind at rest as to the real reasons why migration requests can sometimes take a little longer than expected. Go Mobile has always tried to do its best to provide good customer service in all circumstances.

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