Full Number Portability
1. What is Full Mobile Number Portability?
Full Mobile Number Portability is an enhanced mobile number portability solution that will allow you to retain full use of your existing phone number, even when you switch service providers. As such, you will not have to go through the hassle of updating all your contacts on a new number from your new service provider.
Prepaid and postpaid mobile subscribers can make use of this solution to retain their original phone numbers. However, the service is only applicable for prepaid to prepaid and postpaid to postpaid mobile subscribers only.
2. How is Full Mobile Number Portability different from the previous mobile number portability solution?
The previous mobile number portability scheme is based on a call-forwarding solution. As such, subscribers will possess two mobile numbers (the original mobile number and the new mobile number issued by the new service provider which they switched to). A call made to the original number at the previous service provider will be forwarded to the new number under the call-forwarding approach. When a subscriber under the call-forwarding solution makes a call or sends an SMS, the new number will be reflected on the recipient's phone. Furthermore, the subscriber will not be able to receive MMS on his original number with the call-forwarding solution.
The call-forwarding solution also only applies to post-paid mobile subscribers.
Full Mobile Number Portability will eliminate these limitations, and also extend mobile number portability to prepaid mobile subscribers.
3. Who can enjoy Full Mobile Number Portability?
All mobile customers can enjoy Full Mobile Number Portability.
However, if you have terminated your mobile service or if your mobile service has been suspended, you will not be able to use Full Mobile Number Portability to regain the number that had been given up during the service suspension/termination.
4. How long will it take to activate the ported number?
It will take one working day (not inclusive of Saturdays, Sundays, eve of Chinese New Year, Christmas, New Year and Public Holidays) to activate the ported number. This means that you will be able to use your existing number on your new service provider's network by the next working day from when your porting request was submitted. However, this timeframe will be subject to approval from the original service providers and the volume of requests for the day.
5. Will I experience any service disruption when I switch mobile service provider using Full Mobile Number Portability?
There will be some service disruption when your number is being switched over from your old service provider's network to your new service provider's network. This process typically includes deactivation and activation of your number in the previous and new service providers' networks. You will still be able to make calls/SMS/MMS on your new temporary StarHub Mobile line. Depending on the volume of porting requests, the service disruption may take up to 3 hours. Mobile service providers will endeavour to minimise service disruption when they switch your number to your new service provider's network.
6. Will I experience any missed call or missed SMS/MMS when I sign up for Full Mobile Number Portability service? Will there be any delay in receiving calls/SMS/MMS?
There will be some service disruption when your number is being switched over from your old service provider's network to your new service provider's network. This process typically includes deactivation and activation of your number in the previous and new service providers' networks. Depending on the volume of porting requests, the service disruption may take up to 3 hours. Mobile service providers will endeavour to minimise service disruption when they switch your number to your new service provider's network.
Once your number is activated successfully in StarHub's network, you will not experience any missed or delayed calls, SMS, or MMS.
7. How will I know that my existing mobile number has been successfully ported over to StarHub with Full Mobile Number Portability service?
You will receive SMS notifications once your existing mobile number has been successfully ported over and hence you can start using your original mobile number on your StarHub SIM card.
8. I have a StarHub Mobile number that is now under Full Mobile Number Portability solution with another service provider, will I be able to retain this mobile number and sign up with StarHub again?
Yes. With Full Mobile Number Portability, you have the flexibility to retain your mobile number in whichever service provider you want to sign up to. Simply apply for Full Mobile Number Portability again with StarHub to retain this old StarHub Mobile number.
1. What do I have to pay to use Full Mobile Number Portability?
There will not be any charge from your original service provider for using Full Mobile Number Portability, including for the prepaid service.
However, there might be a one-time administrative fee by StarHub for handling your porting request but this one-time fee will be waived until further notice.
1. What happens to all my existing Value Added Services (VAS) when I use Full Mobile Number Portability?
Value-added services (VAS) such as wallpapers, ringtones, information services, and downloads that are provided by your previous mobile service provider will be terminated when you end your mobile contract with them.
For other types of VAS that you have subscribed from other service providers (e.g. third-party content providers), they will continue to be available if these service providers have put in place the necessary arrangements to route the VAS. We encourage you to check with your third-party content providers to find out about these arrangements.
1. What is the procedure for porting of postpaid numbers?
These are the typical steps for porting of postpaid numbers:
- You should first approach your preferred new mobile service provider with the necessary documents.
- You will be asked by the new mobile service provider to provide a written authorisation to initiate the port request. Your new mobile service provider would then verify the information you have filled up in the form with your identification document.
- Once your application is accepted by the new mobile service provider, the new mobile service provider will work with your existing mobile service provider to process and activate your port request. In most cases, the port request will be activated the next working day.
- Your new mobile service provider will also issue you a new SIM card and advise you when you should replace the old SIM card with the new SIM card. Prior to this, you should use your existing old SIM card.
- Once the porting process has been completed, the new mobile service provider will send an SMS to notify you of your porting request activation.
- If for some reason the porting is not successful, your new mobile service provider will follow-up with you to resolve the issue.
2. What are some of the important details to take note of for postpaid porting?
- When you port to another new mobile service provider, you have actually terminated your mobile subscription with your existing mobile service provider. Hence any special promotions or packages with your existing mobile service provider may not be valid anymore. As the policies differ from service provider-to-service provider, you will need to check with your new mobile service provider for details.
- If you are not the account holder of the number that you wished to port, the account holder should be present with you to sign and acknowledge the transfer of number for your undertaking; otherwise you will need a written permission from the account holder to support your port request.
- You have a contractual obligation to settle your outstanding bills and payments with your former mobile service provider. You will receive a final bill from your former mobile service provider to settle all such payments.
3. What are the documents that you need to bring for postpaid porting?
You will need to provide the following documents:
- For Singaporeans: Pink identity cards
- For Singapore Permanent Residents: Blue identity cards
- For National Servicemen: SAF11 B, SPF11B and SCDF11 B
- For Foreign Workers: Work Permit Identification Cards (issued from 3 May 1999), Employment Pass
- Foreign Visitors: Passports, Student Pass, Dependent Pass
- Letter of Authorisation from the account holder of the number that you wished to port if you are not the account holder
In addition, if you are requesting for Full Mobile Number Portability in the capacity of an organisation, you need to provide the following additional document:
- Company BRN certificate and/or
- Account Number with existing mobile service provider
- Letter of authorisation from the organisation.
4. What if I change my mind and do not want to proceed with the porting anymore?
For postpaid customers, if you wish to withdraw your application, you will need to do so before 5 p.m. on the day before the port request activation takes place.
For prepaid customers, once you have registered your IC/FIN details for porting, you will not be able to cancel your request.