Mobile Number Portability FAQ

Q.  WHAT IS MOBILE NUMBER PORTABILITY?

Mobile Number Portability is a service that enables you retain your mobile number when changing from one mobile service provider to another.

Q.  WHO CAN USE MOBILE NUMBER PORTABILITY?

Mobile number will initially be available among the GSM mobile operators: MTN, GLOBACOM, ETISALAT and AIRTEL.

Q. HOW MUCH WILL IT COST TO PORT MY NUMBER INTO MTN NETWORK?

Porting is free whether you are porting into the MTN network from another operator or you are porting from the MTN network to another operator.

Q.WHTA IS THE BENEFIT OF MOBILE NUMBER PORTABILITY TO CUSTOMERS?

It allows you as a  customer  choose the network you prefer to be on without having to change your mobile number. You can choose your desired network  based on factors  such as customer care, quality of service, value added services and the cost of communicating on the network.

Q. WHY SHOULD I PORT MY NUMBER TO MTNN?

By choosing MTNN you will join the largest network in Nigeria and enjoy all of the following products and services, among others:

·     Fastest data speed on 3G network.

·     Extensive network coverage nationwide
• MTN Mobile Money
• MTN Mobile Internet
• Unlimited SMS Services
• Most competitive pricing bundles
• Personalized customer care
• Wide range of Value Added Services etc.

Q. WHEN WILL PORTING BECOME AVAILABLE ON THE CDMA AND FIXED LINE NETWORK?

NCC has adopted a phased approach to the launch of MNP service in Nigeria. The process to port to CDMA networks will begin as soon as the GSM porting process is completed and launched.

Q.HOW CAN MNP BE SAID TO BE FREE WHEN A NETWORK OPERATOR MAY DECIDE TO CHARGE FOR THE NEW SIM?

The service of porting from one network operator to another is free.

However, since a new SIM card is required to port, network operators may choose to either sell the new SIM card or issue it for free to the subscriber.

Q. HOW LONG WILL IT TAKE TO PORT MY NUMBER INTO MTN NETWORK?

The maximum period allowed for a port to take place is 48 hours. However, we expect that successful ports will happen in significantly shorter times.

Q. WHERE DO I GO TO PORT MY MOBILE NUMBER?

To port into MTN network, customer will have to visit any MTN service centre to start the porting process.

For instance if you are currently on Etisalat and wishes to port to MTN, you will go to an MTN store nearest to you to start the porting process

Q. WHAT TYPE OF HANDSET CAN I USE TO ACESS THIS SERVICE?

You can use any handset since you don’t need a new handset to change from one network operator to another.

 If your handset is network locked you may need to

unlock it at your preferred network operator/service provider.

Q. CAN I USE MY OLD SIM CARD ON THE MTN NETWORK?

No, your old SIM card won’t work on the MTN network. You will get a new SIM card from MTN to be able to port your cellphone number.

 You will be notified via SMS when it’s appropriate you swap your old SIM with the new one.

Q. WILL I BE ABLE TO ACESS MY OLD SERVICES ONCE I PORT INTO MTN NETWORK?

No, once you port into MTN network, you will lose the services from the previous network operator/service provider.

MTN will  advise you that you will lose the services by your pervious network and  offer you new life enriching services and promotions. 

Q. WOULD I LOSE THE CONTACTS ON MY SIM IF I PORT TO ANOTHER NETWORK?

Yes, you will lose your contact unless; you backup your contacts before the porting process is completed.

Q. DO I NEED TO PRESERVE MY OLD SIM CARD IN CASE I WANT TO RETURN TO MY PREVIOUS NETWORK OPERATOR AFTER 90 DAYS?

Your old SIM card will be rendered unusable as soon as porting to the new network operator is completed.

If you wish to port back to your old network operator, a new SIM card will be issued to you.

Q.WHAT SHOULD I DO BEFORE I PORT MY NUMBER?

• Back-up all contacts saved on your current operator SIM card;
• Exhaust or retrieve any funds in a money transfer account held against the number you wish to port
• For PostPaid customers, settle all your outstanding bills with your current operator. You may contact the operator to find out your final outstanding balance prior to porting.

Q. HOW DO I PORT MY NUMBER INTO MTNN NETWORK?

To port your mobile number to MTN network, you will need to:

·         Visit www.mtnonline.com to download and complete a Subscriber Porting Request Form for Mobile Number Portability (MNP).

·              In completing the Porting Request Form, you must provide compulsory details such as:

•          Mobile number to be ported

•          The name of your existing  network

•          Your First and last name

•          Your Gender

•          Your Date of birth

•          Company name (for Corporate customers only)

•          Company registration number (For Corporate Customers only)

•          Sighting and confirmation of your acceptable identity card

•          Your alternative Number    

·         You will submit both the forms with other required documents at  any authorized MTN Service Centre or retail outlet nationwide.

·         You will be given a new MTN  SIM card at the Service Centre, Connect Store or New Dawn Shop after proper Validation

·         The Customer Care Representative will send a porting request message to the MNP Central Reference Database (CRDB).

·         You will be asked to send an SMS with the word “PORT” to the specified short code 3232 from the line you want to port.

·         Once the porting request form and authorization SMS are received by the MNP Clearing House within 48hours, it will validate your information. Upon successful validation, you will receive a response from the system informing you that the porting request is being processed. For Example:

“We are processing your request. MTN will send you a confirmation once completed. Thank you!”

·         An SMS will also inform you to replace your other network SIM with new MTN SIM when the porting process is completed.

Once the processing is complete and you insert the new SIM, you will automatically be pre-provisioned on the default Prepaid service class- MTN Pay Go.

Immediately, you will receive messages containing the following:

-          Welcome message

-          Product & services information

You will then be able to use your old network number on the MTN network

Q, WHAT HAPPENS IF I DON’T HAVE A VALID ID?

If you are unable to present any ID card, a webcam will be used to take your photograph.

Q. HOW WILL I KNOW MY PROTING REQUEST IS PROCESSING?

Once the porting request form and authorization SMS are received by the MNP Clearing House, it will validate your  information, upon successful validation, you will receive a response from the system informing you that the porting request is being processed. For Example:

“We are processing your request. MTN will send you a confirmation once completed. Thank you!”

Q. IF I INITIATE THE PORTING PROCESS THAT CANNOT BE REVERSED AT THE POINT OF SENDING THE TEXT, WHEN DO I LOSE SERVICES FROM MY PREVIOUS NETWORK OPERATOR?

As soon as porting is completed, you will be notified by SMS that porting is completed, and you will be requested to change your old SIM card with the new one given to you by your new network operator. You may lose service from your old service network operator within an hour from being notified by SMS of completion of your port request. It is therefore advisable that you insert your new SIM as soon as you are notified of port completion.

Q. IN THE EVENT THAT I LOSE MY PREVIOUS SERVICE FROM THE POINT OF PORTING, WOULD I BE UNABLE TO MAKE OR RECEIVE CALLS UNTIL THE PORTING IS ACCOMPLISHED IN 48 HOURS?

You will have service from your old network operator until you are notified that porting is completed. You will be required to put in your new SIM to continue to make or receive calls. If for any reason the SMS message was undelivered and you lose service, you should insert your new SIM card from your new service network operator as you may already be active on the new network operator.

Q. WILL I BE NOTIFIED WHEN THE PORTING PROCESS IS COMPLETE?

Yes, once the processing is complete and you receive a message to insert the SIM, you will automatically be pre-provisioned on the default Prepaid service class- MTN Pay Go.

Q.WHAT TIME OF THE DAY CAN I SEND A PORTING REQUEST?

The porting service will be available when your new service operator’s store/outlet/sales point is open to customers.

Q.            HOW WILL I BE MIGRATED TO POSTPAID AFTER PORTING?

Request for postpaid service activation shall take place after the initial standard prepaid activation is complete. You can visit any MTN outlet nationwide to request for migration to postpaid.

Q.            HOW OFTEN CAN I PORT MY NUMBER?

Once ported, you must stay on your new network for at least 90 days before you port back to your old network or to another network.

Q. WHAT WILL HAPPEN TO MY MOBILE MONEY ACCOUNT?

You will lose the ability to use Mobile Money Transfer if you port to another network. Any unutilized Mobile Money Transfer balance at the time of porting will not be accessible to you once you port your mobile number. The balance will be transferred to a holding account and can be refunded on request.

Q. CAN I CANCEL MY PORTING REQUEST?

No, you cannot cancel your port request after sending an SMS to 3232.

Q. WILL I BE DISTURBED WITH SALES CALLS TO STOP TRYING TO PORT?

No, your old service provider is not allowed to contact you during the porting process to persuade you to continue using its services. However the old service provider can contact you to recover outstanding payment.

Q. CAN I MAKE A PORTING REQUEST ON BEHALF OF MY ORGANISATION?

Yes. A porting request made on behalf of an organisation shall be accompanied by a letter of authority on the company’s letterhead signed by an authorized signatory.

Q.I HAVE A COMPANY MOBILE NUMBER, WILL I BE ALLOWED TO PORT?

You will need written permission from your company’s contact person authorizing the porting request.

Q. CAN I PORT OUT IF I AM A POSTPAID CUSTOMER ON CONTRACT?

Yes. You will be expected to settle all your outstanding balances including your unbilled amounts and any other bills arising from your contractual obligations.

Q.            IS IT POSSIBLE FOR MY PORTING REQUEST TO BE BLOCKED OR DISALLOWED?

Yes, you may not be able to port your number if any of the following is true:

·         You have ported your cellphone number within the last two 90 days;

·         You have been disconnected (your line is inactive) ;

·         Your cellphone number is invalid within the Nigerian numbering plan

·         Your number is not registered

·         Your number has been reported stolen

·         Your proof of identity is invalid.

·         The requisite creditability check, for Postpaid Corporate lines is invalid.

·         Your number is invalid or not allowed to port due to fraud or other reasons.

·         There is any ownership change request pending with your existing operator.

·         Porting of the number is prohibited by the court of law.

Q. WHAT IS THE IMPLICATION OF PORTING INTO MTN NETWORK?

The following are the implication of porting into MTN network:

·         Positive balance with existing operator will be forfeited after porting.

·         Porting can be done ONLY once in 90 days.

·         Porting shall take a period of 48hours or less.

·         Certain features and services available with your current operator may be lost i.e. voice and data bundle plans, etc.

·         All messages in the voice mailbox of your existing operator will not be recoverable after porting.

·         Undelivered SMS and MMS messages will not be recoverable after porting.

·         Any configuration information from existing account will not be transferred to the new account.

·         All Postpaid customers porting into MTN network are placed on prepaid platform.

Q.            WHAT HAPPENS IF MY NUMBER WAS PORTED OUT WITHOUT MY CONSENT?

Provisions have been made to reverse any

port that is proven to have been done fraudulently.

This process is called Emergency Repatriation.

Q. WHAT SHOULD I DO IF I HAVE A PROBLEM OR COMPLAINT?

You should contact your new service provider to resolve the problem.

Q. HOW DO I KNOW AM CALLING AN MTN NUMBER THAT HAS PORTED OUT OF MTN?

You will hear a tone for off net numbers once you call an MTN number that has ported out of the network.

This was culled from an MTN Mobile Number Portability Seminar.