MNP: Frequently Asked Questions

As MNP kicks off today in Nigeria and subscribers can now port to other networks, here are some Frequently Asked Questions and Answers

1 What is “Mobile Number Portability”?
Mobile Number Portability is a service that enables you to keep
your mobile phone number when changing from one mobile
service provider to another. So, if you switch between service
providers, you do not have to go through the trouble of informing
all your friends, family, colleagues and other contacts because your
number stays the same.

2 Who can use the system?
Mobile Number Portability is available to both “Pre‐Paid” (Pay As
You Go) and “Post‐Paid” mobile customers in Nigeria.

3 Who can provide this service?
Mobile Number Portability will initially be available among the
GSM mobile operators: MTN, GLOBACOM, ETISALAT, and AIRTEL.

4 When will porting become available on the CDMA and Fixed
line Networks?
NCC has adopted a phased approach to the launch of Mobile
Number Portability service in Nigeria. The process to port to
CDMA networks will begin as soon as the GSM porting process is
completed and launched.

5 What type of phone number can be ported?
Any mobile number on the GSM network can be ported
irrespective of the type of service it is been used for (e.g. voice,
data, GPS tracking etc).

6 Where do I have to go to port my number?
Customers should go to the customer care office, retail shop or
outlet of their chosen new service provider and meet with the
authorized sales person to request to port their number.
(Porting can only be undertaken by visiting the customer care
office, retail shop or authorised dealer of your chosen new service
provider and is not available by telephone, online or other
electronic means). Please do not terminate your service with your
existing service provider before initiating porting with the new
service provider.

7 What time of day will the porting service be available by the
operator?
The porting service will be available when your new service
operator's store/ outlet/ sales point is open to customers.

8 What do I have to do to port?
You will be required to complete a Port Request Form. You will
also be asked to send a text message with the word “PORT” to a
short code “3232”. Assistance will be made available if required.

9 How do I confirm that it is my number?
To move your number to a new mobile operator, you need to bring
the following into the new operator's stores.
Proof of identity – Either an identity card, passport or driving
licence or an officially validated photographic identity document;
The working mobile number you wish to port.

10 What if I do not have an ID card?
If you are unable to present any ID card, a webcam will be used to
take your photograph.

11 How much will it cost me to port my number?
There are no charges for you to port your number.

12 Can I change my mind during the porting process?
You can change your mind anytime before you send the
confirmation SMS. Once the confirmation SMS has been sent, you
can no longer cancel your port request and the porting process
must progress to completion.

13 How will I be advised of the status/ progress of my porting
request?
You will be informed of the progress of your porting request by
text messages

14 What happens if my porting request is rejected or fails to
complete?
You should contact your new service provider to resolve the
problem

15 I'm a pre‐paid customer and I have some credit left ‐ can I
take this with me?
“Pre‐paid” customers won't be able to take outstanding credit with
them, and should use it up before they switch service providers.

16 What happens to SMS that I send or receive whilst porting?
Messages which have been sent to the customer prior to porting,
but not delivered, may be lost

17 Will I be able to take my voicemails, SMS and service settings
to my new operator?
You will lose your old voicemail, SMS, MMS and ancillary services,
and will need to set these up again with your new service provider.
Mobile Number Portability

18 Will the cost of my calls to my friends and family change
after I have ported?
After porting, you may be charged differently when calling friends
and family that are not on the same network as you. Also, your
friends and family may be charged differently (if they remain on
the old network or if the tariff arrangement with the new operator
is different from that of the donor) when calling the customer after
porting.

19 When can I port to another operator?
You can port at any time. However, you will be restricted from
porting your number to a third operator or back to your original
operator within 90 days of a previous port.

20 Do I have a limit to the number of porting that I can do with
one number in a particular year?
No. You can port your number as many times as you like in a given
year. However, there is a 90 days restriction before your next port.

21 If I port to a new network, and get a new SIM Card, after 90
days, will I follow same procedure to return to my previous
provider?
Yes. Any time you wish to port your number, you will have to go to
the customer care office, retail shop or authorised dealer of your
chosen new service provider to request to port your number. You
will also need to be issued a new SIM Card.

22 Will I use my previous SIM Card or will I be required to get
another SIM Card from my previous operator thereby rendering
my earlier SIM from this operator useless this time?
You will need to be issued a new SIM card every time you wish to
port your number to a new service provider as your previous SIM
card will not work with your new service provider.

23 Would I be required to pay for the New SIM Card?
You will be issued a new SIM card by your new service provider,
which may be free or charged, depending on the service provider.

24 Can I approach the new operator and decide to register my
SIM Card with them for the purpose of porting?
Your SIM Card must be registered with your current operator
before visiting your new service provider.

25 Can my current operator try to persuade me to stay whilst I
am porting?
No. Your current operator is not allowed to contact you during the
porting process to try and persuade you to stay with them. Any
such contact by your current operator must be reported to your
new service provider or the NCC.

26 If my previous operator calls or disturbs me as a way of
inviting me back to its network within a period of 90 days of
porting, to whom should I report?
You can report this to your new service provider or to the NCC.

27 How long does porting take?
Your port will be completed within 48 hours.

28 I'm a post‐paid customer ‐ can I port if my initial contract has
not expired or I haven't paid my bills?
Yes. “Post‐paid” customers will be able to port their numbers.
However, once the porting process is complete, post‐paid customers
are required to settle their outstanding bills to their previous service
provider including any early termination fees. The old service
provider is permitted to use any legal measures to recover any
outstanding charges from you.

29 Will my old operator stop billing me when I port?
“Post‐paid” customers will receive a final bill for usage up to the
time their number is ported to the new operator.

30 How can MNP be said to be free when a network operator may
decide to charge for the new SIM card?
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.

31 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.

32 If I initiate the porting process that cannot be reversed at the
point of sending the text, when do I lose service 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.

33 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.