Mobile Number Portability (MNP)

Mobile Number Portability (MNP) is the ability for users to switch to a new mobile service provider, while retaining their existing Mobile number.

Conditions
  1. Your current line must remain active and you should have no contractual obligation with your current mobile operator during the switch. Previous prepaid balance will be forfeited.
  2. Once you’ve switched, you will receive the first SMS on activation status. During this period, you may continue to use your old SIM Card.
  3. Upon successful activation, you will receive a second confirmation SMS and you need to change your new HelloSIM SIM Card.
  4. The activation process will be completed within 3 working days (not including Friday) from the day of request.
Before Port In
  1. How can I port? Visit any of Merchantrade Branches to request for number port in. You will be requested to fill up a Service Request Form, sign the Terms and Conditions and provide relevant supporting documents. Once complete, you will be issued with a new HelloSIM sim card. Upon approval, you will receive an SMS to inform you that you have successfully ported when the new SIM card is activated.
  2. Why should I port? You have a freedom of choice to choose a new service provider that could give you more benefits without changing your mobile number. HelloSIM offers Hi-Speed Internet, UNLIMITED* Data, UNLIMITED Calls, Special IDD Rates and other benefits like FREE Insurance and Reload Cash Backs.
  3. What is the port in duration? The process of porting in depends on your provider and can take between 3 to 20 days.
  4. Who can port in to HelloSIM? Any prepaid customers.
  5. What do you need to know if Dealer approaches you before port out? You need to understand/be aware that all call charges and packages offered by the new mobile service provider may differ from your current mobile service provider. You must ensure port in transaction is as per your request.
  6. What is the porting Fee? Port in / Port Out is Free of Charge until further notice.
During Port In
  1. Will I receive any SMS notification about the status of my port request? Yes, you will receive the SMS notification as below:

    Customer:
    1. Successful Validation "RM0 HelloSIM: Your HelloSIM port request has been accepted & activation is in progress. Please wait for SMS confirmation to change SIM card within 24 hours.”
    2. Failed Activation "RM0 HelloSIM: Your HelloSIM port request has been rejected by your previous service provider. Please contact us at 1900 for assistance.”
    3. Upon Successful Provisioning "RM0 HelloSIM: Congratulations! Your HelloSIM service is activated.Pls insert your sim card to start enjoying the Fastest Network, Widest Coverage & Best Rates"
  2. Will I face any service interruptions during the porting process? There will be no service interruptions from your previous service provider.
  3. Can I still enjoy the same services offered by my previous service provider? No, you won’t be able to enjoy the same services offered by your service provider.
  4. If I am a prepaid user, what will happen to my airtime balance and validity? All airtime balance and validity will be forfeited.
After Port In
  1. Which reload card should I purchase after my Port In to HelloSIM is successful? You can purchase a HelloSIM or Celcom Reload Card.
  2. Who should I call for any enquiries on MNP? You can contact our HelloSIM Careline at 1900 / 12273 using HelloSIM Mobile Prepaid number or 0372001100 using other service provider.