Mobile Number Portability | Tigo Tanzania
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Mobile Number Portability


Mobile Number Portability

INFORMATION ABOUT MOBILE NUMBER PORTABILITY (MNP)

 

PORTING PROCESS

 

Mobile Number Portability

Mobile Number Portability (MNP) means that you can change your mobile service provider and keep your mobile phone number within Tanzania. It is a process that allows you to keep your mobile number irrespective of who is your mobile service provider, thus enjoy freedom and convenience (and hence; MY NUMBER MY IDENTITY).

 

With Mobile Number Portability, you can now: -

  1. Retain your number when moving from one mobile service provider to the other.
  2. Receive all your calls and messages regardless of which mobile network you may have ported your number to, without having to inform your friends, relatives, colleagues or clients about your change of mobile service provider.
  3. Save money as you do not have to purchase additional SIM cards for each mobile service provider or maintain more than one mobile hand set.
  4. You can choose the mobile service provider whom you feel they offer better Quality of Service (QoS), better customer experience or innovative services.

 

PORTING CONDITIONS

 

MNP is available to both Post-Paid (Pay Monthly) and Pre-Paid (Pay As You Go) mobile customers of all mobile service providers in Tanzania, as long as your number has not been barred or suspended.

To use this service, one has to fulfil the following:-

 

  1. If you are a Pre-paid Customer:-
  2. You cannot port a suspended or barred number.
  3. You will not be able to take your outstanding credit with you, and thus, you should use it up before porting else you will lose it.
  4. You cannot port if you are having a loan from a mobile service provider such as M-Pawa & Nipige Tafu or any similar loan in form of credit, mobile money, etc., from any of mobile service provider operating in the country.
  5. You cannot port if you are being involved in a fraudulent or criminal activity where by you current number is barred.

 

  1. If you are a Post-Paid customer take note of issues mentioned for pre-paid customer and the following below:-
  2. You have to clear your bills before porting,
  3. You have to complete the minimum required terms and conditions of the contract with your current service provider and fulfil your monthly dues under the contract before porting.
  4. You will still receive bills for your usage up to the time your number is switched to the new service provider. You will receive a final bill up to 60 days after you port your number, you will then have 30 days to settle this final bill or risk having the port reversed and/or your number being barred.

 

 

Please Note:

  1. All customers who wish to port and have an associated mobile wallet, MUST cash out all their money prior to porting, otherwise their balances will be orphaned and a complex procedure will need to be followed to recover the money which will however remain intact until you recover it.

 

  1. There is no charge to port your number.

 

 

PORTING PROCEDURES

 

  1. Go to the retail shop or authorised dealer of your chosen new mobile service provider to request a new mobile service and tell them that you would like to keep your mobile number.

 

  1. The staff will ask you to complete an application form; a “Porting approval Request Form” (one form).

 

  1. Part of the port approval request form is an explicit statement that you agree that you are liable for outstanding sums owed to your existing operator if any.

 

  1. You will be asked to provide: -
    1. Proof of identity – either a National ID, Voting ID, Driving License or Passport , with your officially validated photographic identity document;
    2. The working phone with the number you wish to keep.

 

  1. If you have associated mobile money you will be advised to cash this out prior to porting to avoid the wallet becoming orphaned as explained in the porting conditions above.

 

  1. You will be asked to text the word “PORT” to a special porting number ‘15080’. Assistance will be made available if required.

 

  1. You will temporarily barred from using mobile money services in order to prevent any transaction that might happen during porting process. However, you will continue sending and receiving calls and SMS.

 

  1. You will receive a text (SMS) confirming that your request has been received.

 

  1. Provided that your number is not barred or suspended due to previous non-payment, your order will be processed and you will be informed of its progress by text.

 

  1. Your new mobile service provider will provide you with a new SIM card. However, the new SIM card may be issued be at a cost by your new service provider.

 

  1. Under normal circumstances your porting will be completed very quickly, often on the same day or, at worst, within two working days after you complete your request. At that time your number will have been ported to your new service provider and your existing SIM card will stop working.

 

  1. When this happens, put the new SIM card provided by your new service provider into the phone you wish to use. If you are unsure how to do this, you can go into the retail shop or authorised dealer of your new service provider or you can call them and they will be able to help.

 

  1. The process is complete.

 

Frequently Asked Questions

  What “Mobile Number Portability” means for you?

Mobile Number Portability (MNP) means you can keep your mobile phone number if you decide to change from one mobile service provider to another within Tanzania. Basically; it’s a process that allows you to keep your mobile number irrespective of who your mobile service provider is. So, if you switch between mobile service providers, you don’t have to go to the trouble of advising all your friends/family/colleagues that your number has changed – it stays the same.

  What are the benefits of Mobile Number Portability?
  • You will retain your number when moving from one mobile service provider to the other and thus enjoy freedom and convenience.
  • You will receive all your calls and messages regardless of which mobile service provider you may have ported your number to, without having to inform your friends, relatives, colleagues or clients about your change of mobile service provider.
  • You will save money as you do not have to purchase SIM cards for each mobile service provider or maintain more than one mobile hand set.
  • You can choose the mobile service provider who you feel offers better quality of service, customer experience or innovative services.
  When can I do it?

You will be able to use the MNP process anytime.

Ø MNP is available between all the mobile service providers.

  Who can use the Service?

MNP is available to both Post-Paid (Pay Monthly) and Pre-Paid (Pay As You Go) mobile customers of all mobile service providers in Tanzania, as long as your number hasn’t been barred or suspended.

  • If you are a Post-Paid customer you will be able to port unless if you are barred or suspended due to non-payment of bills.
  • If you are a Post-Paid customer and you have not completed the minimum required term of the contract with your existing mobile service provider you will be required to pay the outstanding balance of monthly rentals due under the contract.
  • If you are a Post-Paid customer you will receive a bill for your usage up to the time your number is ported to the new mobile service provider. You will be required to pay this bill before you port your number to your new mobile service provider.
  • You will still receive bills for your usage up to the time your number is ported to the new service provider. You will receive a final bill up to 60 days after you port your number, then you will have 30 days to settle this final bill or risk having the port reversed and/or losing your number.
  • If you are a Pre-Pay customer you will not be able to take outstanding credit with you, and should use it up before porting otherwise you will lose it.
  • If you have an associated mobile wallet you MUST cash this out prior to porting otherwise the wallet will be orphaned and a complex procedure will need to be followed to recover the money which will however remain intact until you recover it
  How much will it cost me?
  1. There are no charges to port your number. However, before porting you need to buy a new SIM card from the new mobile service provider.
  What do I have to do?
  1. Go to the retail shop or authorised dealer of your chosen new mobile service provider to request a new mobile service, and tell them that you would like to keep your mobile number.

 

  1. The staff will ask you to complete an application form; a “Porting approval Request Form” (one form).

 

  1. Part of the port approval request form is an explicit statement that you agree that you are liable for outstanding sums owed to your existing operator if any.

 

  1. You will be asked to provide: -
  2. Proof of identity – either a National ID, Voting ID, Driving License or Passport, with your officially validated photographic identity document;
  3. The working phone with the number you wish to keep.

 

  1. If you have associated mobile money you will be advised to cash this out prior to porting to avoid the wallet becoming orphaned as explained in the porting conditions above.

 

  1. You will be asked to text the word “PORT” to a special porting number ‘15080’. Assistance will be made available if required.

 

  1. You will temporarily barred from using mobile money services in order to prevent any transaction that might happen during porting process. However, you will continue sending and receiving calls and SMS.

 

  1. You will receive a text (SMS) confirming that your request has been received.

 

  1. Provided that your number is not barred or suspended due to previous non-payment, your order will be processed and you will be informed of its progress by text.

 

  1. Your new mobile service provider will provide you with a new SIM card. However, the new SIM card may be issued be at a cost by your new service provider.

 

  1. Under normal circumstances your porting will be completed very quickly, often on the same day or, at worst, within two working days after you complete your request. At that time your number will have been ported to your new service provider and your existing SIM card will stop working.
  2. When this happens, put the new SIM card provided by your new service provider into the phone you wish to use. If you are unsure how to do this, you can go into the retail shop or authorised dealer of your new service provider or you can call them and they will be able to help.
  3. The process is complete.
  Are there any other implications?
  • Messages which have been sent to you, but not delivered, may be lost.
  • You will lose your old voicemail including messages, any contacts stored on your SIM card, SMS, MMS and ancillary services, and you will need to set these up again with your new mobile service provider. Contacts details can be stored in phone memory before switching the SIM cards.
  • Your colleagues, friends and family may be charged differently when calling you after porting. Additional information on applicable rates may be obtained from your new mobile service provider.
  • You will be restricted from porting your number to a third mobile service provider or back to your original mobile service provider within 30 days of a previous port.
  • Whilst all mobile service providers will exercise reasonable skill and care in discharging their obligations under MNP, no compensation will be provided for loss of any kind through delay, disruption or lack of service resulting from the porting process.
  When I am calling a number, how will I know if it is ported or not?
  • If you are calling a number that you think is on the same network as you, but has in fact been ported to another network, then you will hear a ‘beep’ at the start of the call to warn you that the charge for this call may be higher than you expect. For example, if you are on Vodacom’s network and you call a Vodacom number, if that number has been ported to Tigo or Airtel (or any other mobile service provider) you will hear a beep at the start of the call.
  Will I be bombarded with sales calls to stop me trying to port?
  • Your old mobile service provider is not be allowed to contact you during the porting process to try and persuade you to stay with them. However, the old mobile service provider can contact you to recover outstanding payments.
  Can my current operator try to persuade me to stay whilst I am porting?
  • 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 old mobile service provider must be reported to your new mobile service provider.
  If my previous operator calls or disturbs me as a way of inviting me back to its network within a period of 30 days of porting, to whom should I report?
  • You can report this to your new mobile service provider.
  What should I do in case I have a problem or complaint?
  • You should contact your new mobile service provider to resolve the problem.
  What type of phone number can be ported?
  • Any mobile number can be ported irrespective of the type of service it is been used for (e.g. voice, data, gps tracking etc.).
  What time of day will the porting service be available by the operator?
  • The porting service will be available when your new mobile service provider’s store/ outlet/ sales point is open to customers.
  Can I change my mind during the porting process?
  • You can change your mind any time 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.
  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 (SMS) messages
  What happens if my porting request is rejected or fails to complete?
  • You should contact your new service provider to resolve the problem
  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 mobile service providers or you may lose your credit.
  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
  If I port to a new network, and get a new SIM Card, after 30 days, will I follow same procedure to return to my previous provider?
  • 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 mobile service provider to request to port your number. You will also need to be issued a new SIM Card.
  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 mobile service provider as your previous SIM card will not work with your new mobile service provider.
  Would I be required to pay for the New SIM Card?
  • You will be issued a new SIM card by your new mobile service provider, which may be free or charged, depending on the mobile service provider.
  I'm a post-paid customer - can I port if my initial contract has not expired or I haven't paid my bills?
  • Post-paid customers will be able to port their numbers. However, at the start of the porting process, post-paid customers are required to settle their current outstanding bills to their old mobile service provider including any early termination fees.

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