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Mobile Number Portability
FAQs

 

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Frequently Asked Question

 
  1. What is Full Mobile Number Portability?
    Full Mobile Number Portability is an enhanced solution that allows you to retain full use of your existing phone number when you switch to M1. It saves you the hassle of having to inform all your contacts that you have changed your number.

  2. Who can enjoy Full Mobile Number Portability?
    All Prepaid and Postpaid mobile customers can make use of Full Mobile Number Portability.

    However if your mobile service has been terminated or suspended before porting over to M1, you may not be able to use Full Mobile Number Portability to retain the number.

  3. Where can I apply for Full Mobile Number Portability?
    You may apply at any M1 Online Shop or M1 Shop during sign up.

  4. Can I choose a new M1 number if I do not wish to port my existing phone number to M1?
    Of course! You may choose from a wide range of Mobile Numbers when you sign up with M1.

  5. I am signing up for Bespoke plan, can I port over a number that is registered under another person?
    No, you can only port over a number that is registered under your identity document.

 
  1. What are the documents that I need to bring?
    Postpaid customers have to present the following documents:
    • Singaporeans: Pink Identity Card
    • Singapore Permanent Residents: Blue Identity Card
    • National Servicemen: SAF11 B, SPF11B and SCDF11 B
    • Foreign Workers: Work Permit Identification Card (issued from 3 May 1999), Employment Pass
    • Foreign Visitors: Passport, Students Pass, Dependents Pass, Diplomatic Pass


    • In addition, if you are applying in the capacity of an organisation, you need to provide the following:
    • Company authorised letter (on company letterhead signed by authorised signatory) indicating the BRN (compulsory field), full company name and company stamp
    • Account Number of the old mobile operator (optional field)


    Prepaid customers have to present the following documents:
    • Singaporeans: Pink Identity Card
    • Singapore Permanent Residents: Blue Identity Card
    • National Servicemen: SAF11 B, SPF11B and SCDF11 B
    • Foreign Workers: Work Permit Identification Card (issued from 3 May 1999), Employment Pass
    • Foreign Visitors: Passport


    In addition, you will need to bring along the prepaid SIM card of the mobile number that you want to port over.

  2. What is the procedure for porting?

    For Postpaid:
    • You need to sign the FMNP form and acknowledge the terms & conditions to authorise the porting request.
    • M1 will verify the information you have filled up in the form with your identification documents.
    • As part of the process, you will be reminded of your obligations with your existing operator, if any (e.g. outstanding debt), which you should promptly follow up.
    • Once your application is accepted, we will work with your existing mobile operator to process your porting request.
    • We will send SMS notifications to notify you of your porting request activation.
    • If the porting request fails, you would already have signed up for the new line with M1 and all obligations under the contract apply accordingly.


    For Prepaid:
    • You need to sign the FMNP form to authorise the porting request.
    • M1 will verify the information you have filled up in the form with your identification documents. We will also check that you hold the active and valid prepaid SIM card.
    • You will then be required to register your IC/FIN details, similar to when you purchased your prepaid SIM card.
    • Once your application is accepted, we will work with your existing mobile operator to process your porting request.
    • We will send SMS notifications to notify you of your porting request activation.
    • If the port request fails at point of submission into Terminal Device, you will not be issued with the new prepaid card. However, if the system accepts the number port request and your previous operator subsequently rejects your port-out order, you would already have purchased the M1 prepaid card and all obligations under the contract apply accordingly.


  3. How long will it take to activate the ported number?

    Typically, it will take one working day for us to activate the ported number. You should be able to use your existing number on the M1 network the day after you submit the porting request. This activation timeframe is subject to approval from the original service provider and a daily number port quota, which ensures operational efficiencies. Where delivery (for Bespoke plans and non-Bespoke plans) or POPStation pick up (for non-Bespoke plan) is selected during an online purchase, it will take 5-7 working days from the date of delivery or pick up for the porting request to be completed.

  4. Will I experience any service disruption when I switch mobile service provider using Full Mobile Number Portability?

    For Postpaid:
    There will be some service disruption when your number is being switched to the M1 network. This process typically involves deactivating your number on the previous service provider's network and activating the same number on our network. The service disruption may last up to 3 hours. M1 will do our best to minimise service disruption during this process by performing the switchover during off-peak hours, such as after midnight.

    For Prepaid:
    In addition, from the time your port-out order is submitted to the time it is activated, you will not be able to deregister or transfer ownership on both cards (port-out and port-in cards).

  5. How will I know that my porting request is successful?

    We will notify you via SMS on whether your request is approved or rejected by your previous service operator

  6. What happens if the porting fails?

    We will notify you via SMS if the porting fails. Please note that all the contract obligations on the new line will continue to apply.

  7. How will I be informed of the date when my ported number will be activated?

    We will inform you via SMS when your number will be ported over to M1.

  8. What if I change my mind and do not want the ported number anymore? Can I opt instead for my 'new' M1 number?

    If you wish to withdraw your application, you will need to do so before 8.45pm on the day which is before the porting request activation takes place. Once the porting activation is carried out, you cannot opt to use your 'new' M1 number instead.

  9. What happens to the existing credit in my old prepaid card when I port - will it be transferred over to my new card?

    No, you will lose any credit you have on your old prepaid card when you port your number to M1. Please bear this in mind as you're deciding on when to submit your porting request.

  10. My existing mobile line from another telco is registered under a different name, can I still port over to M1 Prepaid with my existing Prepaid mobile number?

    The original Prepaid account holder must be present to perform a transfer of ownership for your undertaking.

  11. Should I cancel my existing postpaid service before the port request?

    No. Only an active Postpaid number can be ported to M1. It's important that you do not cancel your existing service. The service will be cancelled automatically once the new service is activated.

  12. Will I continue to receive bills from my former operator?

    You are likely to get final bills to settle your contractual obligations or to pay for the calls you used between your last bill and the time of the switch.

  13. What about all the information, like names and phone numbers, stored in my old SIM card?

    Your old SIM card will be terminated the moment your number is ported successfully onto M1’s network. You may want to save all your contact details into your phone memory first before porting is carried out.

  14. Will I need a new SIM card when I port in my number to M1?

    Yes, M1 will supply you with a new SIM card.

 
  1. Do I have to pay a one-time fee or monthly subscription to use Full Mobile Number Portability?
    No, this service is provided free-of-charge.

 
  1. What happens to all my existing Value-Added Services (VAS) when I use Full Mobile Number Portability?
    VAS such as wallpapers, ringtones, information services and downloads provided by your previous service operator will be terminated when you end your mobile contract with them.

    Other VAS from third-party content providers that you have subscribed to will continue to be available if those providers have put in place the necessary arrangements to route the VAS. To find out about these arrangements, you will need to check with your third-party content providers.

 
  1. What is a Prepaid to Postpaid number portability?
    This service allows M1 Prepaid customers to retain their mobile number when they port from a Prepaid to a Postpaid mobile line. However, this is not supported for Postpaid mobiles lines on Bespoke plans.

  2. Who can enjoy this number portability service?
    This is applicable to all M1 Prepaid customers who have an active Prepaid account.

  3. My M1 Prepaid number is already expired, can I still port over to a Postpaid mobile line?
    You are unable to do so if your existing Prepaid number has already expired.

  4. Can I port my M1 Prepaid number over to an existing M1 Postpaid mobile number?
    Yes, you are able to do so. However, please take note that this service is not applicable to M1 Postpaid customers on Bespoke plans or belonging to Corporate or BRN registered account.

  5. What are the charges for a port over from M1 Prepaid to M1 Postpaid?
    There will be a registration charge of $10.70 and SIM Card charge of $37.45.

  6. I am an existing Singtel/StarHub Prepaid mobile customer. How do I port-in to M1 Postpaid service?
    You will need to port your SingTel/Starhub Prepaid Mobile line to a M1 Prepaid Mobile first before porting over to M1 Postpaid Mobile line. This application can be processed at any M1 Shops with the relevant identification documents, as well as your valid Prepaid SIM card associated with the mobile number that you wish to port-in.

  7. How long will it take to activate the ported number?
    The process should not take more than 24 hours to port from M1 Prepaid to M1 Postpaid. Cancellation is not allowed after your request has been submitted.

  8. What are the documents that you need to bring for postpaid porting?
    You will need to provide the original documents of the following:
    • For Singaporeans/ PR: NRIC, SAF11B, SPF11B or SCDF11B
    • For Foreign Workers: Work Permit Identification Cards or Employment Pass or Passport



  9. My existing Prepaid mobile line is registered under a different name, can I still port over to Postpaid with my Prepaid mobile number?
    The original Prepaid account holder must be present to perform a transfer of ownership for your undertaking.

  10. Can I port my M1 Postpaid Mobile Service back to Prepaid?
    You are unable to port your M1 Postpaid number back to M1 Prepaid.

  11. What happens to my existing Value-Added Services (VAS) and credits when I port over to a new postpaid number?
    Remaining values/VAS in prepaid cards will be forfeited/terminated at the point of porting to the Postpaid line. You may want to re-subscribe the VAS (if applicable) on your Postpaid line.

  12. What if I have a change of mind and do not want to proceed with the porting?
    Once you have registered your IC/FIN details for porting, you will not be able to cancel your request.

  13. Where can I do my porting from my M1 Prepaid to M1 Postpaid?
    You can visit any one of our M1 Shops. Our full listing of shops can be found here.