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| FAQ |
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| Before Porting |
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| Q1. |
What is MNP? |
| A1. |
Mobile Number Portability (MNP) is the ability for users to switch to a new mobile service provider, while retaining their existing mobile number. |
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| Q2. |
How can I port? |
| A2. |
| Step 1: |
You will have to go to the new mobile service provider's service centre or authorised dealer to request for number porting. |
| Step 2: |
Fill in a Service Registration Form and pay the porting fees for processing. You will be issued with a new SIM card. |
| Step 3: |
Upon approval, the new mobile service provider will inform you that you have successfully ported when the new SIM card is activated. |
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| Q3. |
Why should I port? |
| A3. |
You have a freedom of choice to choose a new service provider that could give you more benefits. |
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| Q4. |
What is the porting duration? |
| A4. |
For consumers, it will take between 1-5 days and for Non-Consumers, between 1-15 days. |
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| Q5. |
Where do I go to port? |
| A5. |
You may visit any new service provider nationwide. |
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| Q6. |
Who is allowed to port? |
| A6. |
Both prepaid and postpaid users can port. Business/Corporate account holders can also port, subject to the guidelines below. |
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| Q7. |
What do you need to know if a dealer approaches you before you port-out? |
| A7. |
| i. |
You need to understand/be aware of that the call charges and packages offered by the new mobile service provider may differ from your current mobile service provider, so therefore please choose wisely. |
| ii. |
You must ensure that the port-in transaction is as per your request (e.g. port-in from prepaid to postpaid). |
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| Q8. |
What are the criteria for successful porting? |
| A8. |
| i. |
No overdue amount. |
| ii. |
No outstanding contract obligations. |
| iii. |
Supplementary number(s) need to be ported together with principal number. |
| iv. |
Service subscriptions with additional number(s) issued to the account (e.g. data, fax and other value added services must be migrated). |
| v. |
Credit Limit is not exceeded. |
| vi. |
Account is active. |
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| Q9. |
What is the porting fee? |
| A9. |
Porting is current free of charge until further notice. |
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| During Porting |
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| Q1. |
Will I receive any SMS notification regarding the status of my port request? |
| A1. |
Yes, you may receive the SMS notifications as below:
Consumer
- Successful/Failed Validation:
"Dear customer, your Celcom port request has been accepted & activation are in progress. An SMS confirmation to change SIM card will be sent to you within 24 hours. Thank you."
- Upon Failed Validation:
"Dear customer, your Celcom port request has been rejected by your previous service provider. Please contact Celcom for further details @ 1-300-111-000. Thank you."
- Upon Successful Provisioning:
"Congratulations! Your Celcom service has been activated. Please insert your Celcom SIM card now to start enjoying the Fastest Network, Widest Coverage & Best Rates."
Non-consumer
- Successful/Failed Validation:
"Thank you for your Celcom porting request. Porting ID: Pxxxxxx has been accepted and an SMS confirmation to change SIM card will be sent to you within 11 days."
- Upon Failed Validation:
"Your Celcom Porting ID request: Pxxxxxx has been rejected by your previous service provider. Please contact the assigned Account Manager for further details. Thank you."
- Upon Successful Provisioning:
"Congratulations! Your Celcom service has been activated. Pleass insert your Celcom SIM card now to start enjoying the Fastest Network, Widest Coverage & Best Rates."
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| Q2. |
Will I face any service interruptions during the porting process? |
| A2. |
No, there will not be any service interruptions from your previous operator |
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| Q3. |
Can I still enjoy the same services offered by my previous operator? |
| A3. |
No, you won't be able to enjoy the same services offered by your previous operator after you have ported. |
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| Q4. |
Can I request new services from my new operator? |
| A4. |
Yes, you can request new services from your new operator. |
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| After Porting |
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| Q1. |
Who should I call for any enquires on MNP? |
| A1. |
You can contact the Celcom Careline at 1-300-111-000. |
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| Q2. |
Do I need to settle my outstanding bill with my previous operator? |
| A2. |
Yes, you need to settle all your outstanding bills with your previous operator. |
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