MTN Mobile Number Portability FAQ'S

  1. WHAT IS MOBILE NUMBER PORTABILITY (MNP)?

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

  2. WHO CAN PROVIDE THIS SERVICE?

    MNP is available among the GSM mobile operators: MTN, GLOBACOM, 9MOBILE and AIRTEL.

  3. HOW MUCH WILL IT COST TO PORT MY NUMBER TO THE MTN NETWORK?

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

  4. WHAT IS THE BENEFIT OF MOBILE NUMBER PORTABILITY TO CUSTOMERS?

    It allows you as a customer to 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.

  5. WHY SHOULD I PORT MY NUMBER TO MTN?

    By choosing MTN, you will join:

    • The network with the widest coverage
    • The network where majority of your calls are made
    • The network with the most innovative ICT solutions
    • The network that gives you the most bundled offerings
    • The network that caters for all your technology needs
    • The network that gives you the most high-profile events & experience

    In addition, you will enjoy the following products and services, among others:

    • Fastest data speed on 4G LTE network
    • MTN Mobile Money
    • MTN Mobile Internet
    • Personalized customer care
    • A wide range of Value Added Services, etc.

     

  6. 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 be determined by NCC in due course.

  7. 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.

  8. HOW LONG WILL IT TAKE TO PORT MY NUMBER TO THE MTN NETWORK?

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

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

    If you are a corporate organization and wish to port your corporate numbers on other networks to the MTN network, contact the MTN Account Partner for your organization to assist with the porting process. If you do not have an MTN Account Partner, you can call 01-460 0000 for assistance or email EBUProvisioning.Team@mtn.com. Individual subscribers wishing to port to the MTN network will have to visit any MTN Service Centre to start the porting process. For instance, if you are currently on Etisalat and wish to port to MTN, you will go to any MTN store to start the porting process.

  10. WHAT TYPE OF HANDSET CAN I USE TO ACCESS 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 existing network operator.

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

  12. WILL I BE ABLE TO ACCESS MY OLD SERVICES ONCE I PORT INTO THE MTN NETWORK?

    No. Once you port to the MTN network, you will lose the services from your previous network operator. However, MTN will offer you new life-enriching services and promotions.

  13. WILL I LOSE THE CONTACTS ON MY SIM IF I PORT TO ANOTHER NETWORK?

    Yes, you will lose your contact unless you back up your contacts to your device/laptop before the porting process is completed.

  14. DO I NEED TO PRESERVE MY OLD SIM CARD IN CASE I WANT TO RETURN TO MY PREVIOUS NETWORK OPERATOR AFTER 45 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.

  15. WHAT SHOULD I DO BEFORE I PORT MY NUMBER?
    • Back up all contacts saved on your current operator’s SIM card.
    • Exhaust or retrieve any funds in a money transfer account held against the number you wish to port.
    • For post-paid 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.

     

  16. HOW DO I PORT MY NUMBER TO THE MTN NETWORK?

    Below is the process for corporate and individual subscribers:

    • Corporate Subscribers

      Contact the MTN Account Partner for your organization (if you are a corporate organization) to assist with the porting process. If you do not have an MTN Account Partner, you can call 01-460 0000 for assistance or send an email to EBUProvisioning.Team@mtn.com. In addition to your company name, your company registration number will be required for the porting process. Your MTN Account Partner can assist in creating a corporate post-paid account for your lines once the porting process is completed.

    • Corporate Subscribers
      1. Visit www.mtnonline.com to download and complete a Subscriber Porting Request Form. In completing the Porting Request Form, you must provide compulsory details, such as:
        1. Mobile number to be ported
        2. The name of your existing network
        3. Your first and last names
        4. Your gender
        5. Your date of birth
        6. Your identity card (national ID, valid driver’s license, international passport or voter’s registration card) for sighting and confirmation
        7. Your alternative number (if applicable)
      2. Submit the form with other required documents at any authorized MTN Service Centre or retail outlet nationwide. The following will then take place:
        1. You will be given a new MTN SIM card at the Service Centre, Connect Store or New Dawn Shop after proper validation.
        2. The Customer Care Representative will send a porting request message to the MNP Central Reference Database (CRDB).
        3. You will be asked to send an SMS with the word “PORT” to the specified short code 3232 or dial 3232 from the line you want to port.
        4. Once the porting request form and authorization SMS are received by the MNP Clearing House within 48hours, your information will be validated. 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!”

        5. An SMS will also inform you to replace your other network SIM with the new MTN SIM when the porting process is completed.
        6. vi. Once the process is completed 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:
        7. Your alternative number (if applicable)
          • A welcome message
          • Product & services information
      3. You will then be able to use your old network number on the MTN network.
  17. 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.

  18. HOW WILL I KNOW MY PORTING REQUEST IS BEING PROCESSED?

    Once the porting request form and authorization SMS are received by the MNP Clearing House, your information will be validated. 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!”

  19. 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 of 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.

  20. IN THE EVENT THAT I LOSE SERVICE FROM MY CURRENT NETWORK OPERATOR IN THE PROCESS OF PORTING TO ANOTHER NETWORK, WHEN WILL I BE ABLE TO RESUME MAKING/RECEIVING CALLS?

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

  21. WILL I BE NOTIFIED WHEN THE PORTING PROCESS IS COMPLETED?

    Yes, and you will receive a message to insert your new SIM. You will automatically be pre-provisioned on the default prepaid service class – MTN Pay Go. For corporate customers, your MTN Account Partner can assist in creating a corporate post-paid account for your lines once the porting process is completed.

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

    If you are a corporate organization, you can contact your MTN Account Partner at any time for assistance. If you do not have an MTN Account Partner, you can call 01-460 0000 for assistance or email EBUProvisioning.Team@mtn.com. Individual subscribers can visit any MTN store/outlet during operational hours for porting requests.

  23. HOW WILL I BE MIGRATED TO POST-PAID PLATFORM AFTER PORTING?

    Request for post-paid service activation shall take place after the initial standard prepaid activation is completed. For corporate organizations, your MTN Account Partner can assist in creating a corporate post-paid account for your lines once the porting process is completed. Individual subscribers can visit any MTN outlet nationwide to request for migration to post-paid platform.

  24. HOW OFTEN CAN I PORT MY NUMBER?

    Once ported, you must stay on your new network for at least 45 days before you can port back to your old network or to another network.

  25. 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.

  26. CAN I CANCEL MY PORTING REQUEST?

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

  27. WILL I BE DISTURBED WITH SALES CALLS TO STOP ME FROM 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, your existing service provider can contact you to recover outstanding payment.

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

    Yes. A porting request made on behalf of an organization shall be accompanied by a letter of authority on the company’s letterhead signed by an authorized signatory. Contact the MTN Account Partner for your organization to assist with the porting process. If you do not have an MTN Account Partner, you can call 01-460 0000 for assistance or email EBUProvisioning.Team@mtn.com.

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

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

  30. CAN I PORT OUT IF I AM A POST-PAID 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.

  31. 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:

    • Yes, you may not be able to port your number if any of the following is true:
    • You have ported your cell phone number within the last 45 days.
    • You have been disconnected (your line is inactive).
    • Your mobile 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 post-paid 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 a court of law.

       

  32. WHAT IS THE IMPLICATION OF PORTING FROM ONE NETWORK TO ANOTHER?

    The following is the implication of porting from one network to another:

    • Positive balance with your existing operator will be forfeited after porting.
    • Porting can be done ONLY once in 45 days.
    • Porting shall take a period of 48 hours 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 post-paid customers are placed on prepaid platform. Migration to post-paid platform can be done afterwards.

     

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

    Provisions have been made to reverse any porting that is proven to have been done fraudulently within 7 days the porting transaction was completed. This process is called Emergency Repatriation.

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

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

  35. HOW DO I KNOW I 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.

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