Number Portability

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Frequently Asked Questions

Number Portability

1. Q: What is Mobile Number Portability?

A: Mobile Number Portability is the ability to take your existing mobile number to a new service with a new provider.

2. Q: What is Number Porting?

A: Number Porting is a system that enables customers to keep their telephone numbers when switching from one communications service provider to another.

3. Q: What are the benefits of porting?

A: The freedom of choice – the customer is able to choose another service provider without losing their existing number.

4. Q: Where can customers port?

A: Customers can port at all TSTT Retail Stores and Dealer locations.

5. Q: What are the porting days?

A: Requests to port can be made Monday to Saturday, excluding public holidays.

6. Q: What is the porting time from mobile to mobile?

A: It takes approximately three working days to process and complete a mobile to mobile porting request.

7. Q: How quickly can the customer port to another service provider?

A: After a successful port to a service provider, the customer will not be able to port that number again for another 180 days.

8. Q: What supporting documents are required for a Postpaid port?

A: When making a porting request, Postpaid customers are required to also have:
i. Valid Passport, Electoral ID or Driver’s Permit
ii. Copy of most recent bill showing proof of payment
iii. Working phone and active SIM

9. Q: What supporting documents are required for a Prepaid port?

A: When making a porting request, Prepaid customers are required to also have:
i. Valid Passport, Electoral ID or Driver’s Permit
ii. Working phone and active SIM

10. Q: Can a Prepaid customer who wants to port remain anonymous?

A: No – all porting requests must be accompanied by proper ID of the requester.

11. Q: When the customer ports, how will their phone work on the new network?

A: The new network provider issues a new SIM Card with the customer’s existing number.

12. Q: Which of the following ports is allowed?

TSTT fixed to Digicel mobile
Flow to Massy Communications
Digicel to bmobile
Lisa Communications to bmobile
Digicel fixed to bmobile

A: The only port allowed from the list above is Digicel to bmobile.

13. Q: Are any of the following ports not allowed?

i. Prepaid to Postpaid
ii. Postpaid to Prepaid
iii. Prepaid to Prepaid
iv. Postpaid to Postpaid

A: i and ii are not allowed, as the customer must port in the same Billing Type that they are with the other provider.

14. Q: Will porting cause the customer’s contacts to be lost?

A: Yes – if the customer’s contacts are only saved on the old SIM Card

17. Q: Can multiple telephone numbers be ported under one porting request?

A: Yes – once they belong to the same billing account.

18. Q: When it involves multiple numbers on one account being ported, is there a need to validate the port for each number?

A: No – the authorised party shall indicate one mobile number to be used to validate the multiple porting request.

19. Q: How will both Postpaid and Prepaid mobile telephone number be validated?

A: Both Postpaid and Prepaid mobile telephone numbers will be validated via SMS.

20. Q: What is the timeframe within which the validation of porting request must be completed by the customer?

A: The validation of porting request must be completed by the customer within 8 hours.

21. Q: How much will the customer be charged for porting?

A: There is no charge to the customer for porting.

22. Q: How much does the confirmation SMS cost?

A: The confirmation SMS is free.

24. Q: For Prepaid customers who are porting, what happens to unused credit balances?

A: Unused credit balances on Prepaid accounts will be lost when a porting request is completed.

25. Q: What is the Porting SMS Authorisation Number?

A: The Porting SMS Authorisation Number is 9PORT (97678).

26. Q: How does the customer know their Port Request is progressing?

A: They receive SMS messages from the Clearing House.

28. Q: Are TSTT employees allowed to contact customers if they decide to port out?

A: No – breaching the Win-Back rules is a serious disciplinary offence.

29. Q: When is the old service provider only allowed to contact the customer?

A: After the port process has been completed, and only to recover any outstanding bills/payments.

30. Q: For Postpaid customers, if the minimum term of their contract has not expired, what happens?

A: The port is rejected and the customer is liable to pay the old service provider any outstanding bills, after which a brand new porting request can be raised.

31. Q: Can a customer port if their number is barred or suspended?

A: No – they should contact their old service provider.

32. Q: Can customer port if they have an unpaid billed invoice?

A: No – the customer cannot port if they have an unpaid billed invoice.

33. Q: Can a customer port if their number is reported lost or stolen?

A: No – they should contact their old service provider.

34. Q: What are the possible reasons why a porting request could be rejected by the Clearing House?

A: A porting request can be rejected by the Clearing House for the following reasons:

    1. If a porting request is already in progress for the same number
    2. Invalid telephone number e.g. overseas
    3. Incorrect account type

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