Colombia: mobile customers can cancel without retention offers from 1 October 2026, and operators must block calls from “do not originate” numbers

Colombia: mobile customers can cancel without retention offers from 1 October 2026, and operators must block calls from “do not originate” numbers

2 October 2026: Colombia's Communications Regulation Commission (CRC) has two measures in force this week that change how operators deal with customers and with fraud. Both matter to businesses that buy telecoms services in Colombia and to the vendors of contact-centre and telecom software that operators use.

Not yet independently verified. The cancellation rule rests on DPL News’s report of the CRC’s announcement and the CRC’s news listing; the blocking circular was read on the CRC’s site on 1 October but refused a second read. No independent report of the circular was checked. We will update this when it can be confirmed, and remove this note.

Cancelling a mobile service: no more transfers and offers first

Under Resolution CRC 8171 of 2026, from 1 October 2026 mobile operators must provide "a specific channel where users can directly file termination requests". According to DPL News:

• the customer may not be passed between channels, asked for extra steps, or shown retention offers before receiving the unique reference code (CUN) for the request;
• retention offers are allowed only after the cancellation has been formally filed;
• large operators, with more than 30,000 accesses, must offer the channel around the clock in digital form, for example by chatbot; smaller ones may use a dedicated email address;
• fixed services follow in December 2026.

"A user who already decided to leave cannot remain trapped between transfers, offers and new procedures," said the CRC's director, Felipe Díaz.

Blocking spoofed calls: the Do Not Originate list

On 29 September the CRC made the national Do Not Originate (DNO) list available to operators under its anti-fraud rules (Resolution CRC 8308 of 2026). Operators must load the list into their networks, keep it updated, and block any call that presents a listed number as its caller ID, as well as monitor and report other numbering being misused. Numbers on the list, such as those of banks and public bodies, should then not be usable by fraudsters to appear on a victim's phone.

What to do

• Companies with mobile contracts in Colombia: you can now leave a mobile service through a single channel without negotiating; use it as leverage at renewal, and expect the same for fixed lines from December.
• Operators' contact-centre and CRM vendors: cancellation journeys, chatbot flows and scripts must keep retention steps after the CUN is issued.
• Banks and large brands that are impersonated by phone should ask whether their inbound-only numbers are on the DNO list.

Sources

• DPL News: “Déjalo ir”, el proyecto de la CRC que elimina las trabas para cancelar los servicios móviles en Colombia - 1 October 2026
• CRC: circular on the national list for blocking calls from unauthorised numbering - 29 September 2026