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Full Mobile 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 maintain two mobile numbers (the original mobile number and the new mobile number issued by the new service provider). 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 day (not inclusive of Sundays, eve of Chinese New Year, eve of Christmas and eve of New Year) to process the port request and 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 day from the time your porting request was submitted. However, this timeframe will be subject to, including but not limited to, approval from the original service providers, the volume of porting requests for the day and your porting request having been submitted through StarHub Shops, and not other channels such as road shows and exhibitions.
  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 respectively. However, you will be given a new temporary StarHub Mobile line so as to enable you to continue making calls/SMS/MMS pending activation of your number in the new service provider’s network. Depending on the volume of porting requests, the service disruption may take up to 3 hours from the time your existing mobile number is being switched over from your old service provider’s network to your new service provider’s network. Mobile service providers will endeavour to minimise any service disruption and inconvenience to you.
  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 respectively. Depending on the volume of porting requests, the service disruption may take up to 3 hours from the time your existing mobile number is being switched over from your old service provider’s network to your new service provider’s network. Mobile service providers will endeavour to minimise any service disruption and inconvenience to you.

    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 a SMS notification 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 of retaining your previously ported mobile number with whichever service provider you wish to sign up with. In this case, simply apply for Full Mobile Number Portability again with StarHub to retain this old StarHub Mobile number.

Charges under Full Mobile Number Portability

  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. However, there might be a one-time administrative fee by StarHub for handling your porting request but this one-time fee will be waived till further notice.

Services & Content Available Under Full Mobile Number Portability

  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 your mobile number has been successfully ported over to the new service provider whereupon your mobile contract with your previous mobile service provider will be terminated with immediate effect.

    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.

Full Mobile Number Portability For Prepaid customers

  1. I'll like to switch over to StarHub with my prepaid mobile number from my previous service provider, can it be done?
    With Full Mobile Number Portability, you can now switch service providers and still retain your old prepaid mobile number as long as your prepaid mobile number is not suspended or terminated. However, you will need to purchase a new GREEN Prepaid SIM card with StarHub prior to applying for Full Mobile Number Portability service.
  2. I have an existing GREEN Prepaid mobile number with StarHub, can I port over my other service provider prepaid mobile number to replace my existing GREEN Prepaid mobile number?
    For prepaid mobile customers from another service provider applying for Full Mobile Number Portability, we are unable to port in your mobile number to replace your existing GREEN Prepaid mobile number. You will need to register for a new GREEN Prepaid mobile number with a new SIM card to port over your prepaid mobile number with the other service provider. After that mobile number has been successfully ported over, you can submit a request to transfer the remaining balance in your existing GREEN Prepaid SIM card to the new GREEN Prepaid mobile number, before terminating and deregistering the existing GREEN Prepaid SIM card.
  3. Can my prepaid mobile number be used as a postpaid mobile number when I switch service providers?
    Full Mobile Number Portability solution can be used for porting (a) between prepaid and prepaid mobile numbers, and (b) between postpaid and postpaid mobile numbers only. It cannot be used for cross porting between prepaid and postpaid mobile numbers.
  4. I still have some value left in my current prepaid SIM card. Will the balance be transferred when I switch service providers?
    Different service providers offer different prepaid services including top-up services, therefore values in different service providers' SIM cards cannot be shared, exchanged or transferred. You are advised to utilise the value in your existing prepaid SIM card before switching service providers. When you switch service providers and sign up with StarHub, you will be issued a new StarHub GREEN Prepaid SIM card with a new balance for your use.
  5. I am issued a new prepaid SIM card when I switch service providers, but can I continue to use my old prepaid SIM Card at the same time to utilise the value?
    Once you submitted a request to switch service providers, it will take one day (not inclusive of Sundays, eve of Chinese New Year, eve of Christmas and eve of New Year) to process your port request and activate the ported number.During this period, you can continue to use your existing prepaid SIM card until it is  successfully ported over to StarHub, thereafter your existing prepaid SIM card will become inactive and you will not be able to utilise the previous balance in the existing prepaid SIM card anymore.

Procedure And Details To Take Note For Postpaid And Prepaid Porting

  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 your identification documents (including those set out in Question 5 below) and any other documentation required by the mobile service provider.
    • You will be asked by the new mobile service provider to provide a written authorisation (in a prescribed form) to initiate the port request. Your new mobile service provider would then verify the information you have filled up in the form against your identification documents.
    • 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 by the next day.
    • Your new mobile service provider will also issue you a new SIM card with a temporary mobile number for your use until your ported number is activated. You will also be advised as to when you should replace the old SIM card with the new SIM card. Prior to this, you may continue to 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 the successful activation of your porting request.
    • 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 is the procedure for porting of prepaid numbers?
    These are the typical steps for porting of prepaid numbers:
    • You should first approach your preferred new mobile service provider with the necessary documents and your old prepaid SIM card that uses the prepaid mobile number that you want to port.
    • You will be required to register your IC/FIN details, similar to the situation when you purchase a new prepaid SIM card. Your new mobile service provider will also check that you hold an active and valid prepaid SIM card. Once you have registered your IC/FIN details for porting, you will not be able to cancel your request.
    • Once your registration 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 day.
    • Your new mobile service provider will also issue you a new SIM card and advise you of when the old SIM card is to be replaced with the new SIM card. Prior to any card replacement, you may continue to 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 the successful activation of your porting request and that the old SIM card be replaced with the new SIM card in order to use the ported number.
    • If for some reason the porting is not successful, your new mobile service provider will follow-up with you to resolve the issue.
  3. What are some of the important details to take note of for postpaid porting?
    • When you port to another new mobile service provider, you are actually terminating your mobile subscription with your existing mobile service provider. Hence any special promotions or packages enjoyed by you as part of your mobile subscription with your existing mobile service provider may become invalid upon such termination. As the termination policies differ from service provider-to-service provider, you will need to check with your new mobile service provider for further details.
    • If you are not the account holder of the mobile number that you wished to port, the account holder is required to be present with you when you approach your new mobile service provider, to sign and acknowledge the transfer of his or her mobile number to you for your assumption and undertaking; otherwise you will require a written permission from the account holder to support your port request.
    • You have a contractual obligation to settle all 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.
  4. What are some of the important details to take note of for prepaid porting?
    • To better address the needs of mobile prepaid subscribers, the industry has decided not to validate that the person holding a prepaid card is the same person who originally registered that prepaid card, as part of Full Mobile Number Portability. Hence, if you lose your prepaid card, it will be possible for another person who finds that card to port the card to another mobile service provider. Therefore, you are advised:
      • to keep your prepaid cards secure at all times (and treat prepaid cards as they would treat other valuables, such as cash-cards, payphone cards, and cash); and
    • in the event that the prepaid card is stolen or lost, you should inform your mobile service provider immediately to suspend or terminate the prepaid number, to prevent unauthorised usage or porting of the number.
    • For mobile phone users on a prepaid service, you will lose any prepaid card balance you have with your previous mobile service provider after you have successfully ported to your new mobile service provider.
  5. What are the documents that you need to bring for postpaid porting?
    You will need to provide the following documents:
    • For Singaporeans: Pink identity card
    • For Singapore Permanent Residents: Blue identity card
    • For National Servicemen: SAF11 B, SPF11B and SCDF11 B
    • For Foreign Workers: Work Permit Identification Card (issued from 3 May 1999), or Employment Pass
    • Foreign Visitors: Passport, Student Pass, Dependent Pass
    • Letter of Authorisation duly signed by the account holder of the mobile number that you wish to port, if you were 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 documents:
    • Company incorporation or business registration  certificate;
    • Account Number with existing mobile service provider; and
    • Letter of Authorisation indicating that you are duly authorised to make the application on behalf of the organisation.
  6. What are the documents that you need to bring for prepaid porting?
    You will need to provide the following documents:
    • For Singaporeans: Pink identity card
    • For Singapore Permanent Residents: Blue identity card
    • For National Servicemen: SAF11 B, SPF11B and SCDF11 B
    • For Foreign Workers: Work Permit Identification Card (issued from 3 May 1999), or Employment Pass
    • For Foreign Visitors: Passport, Student Pass, Dependant Pass