Mobile Number Portability - FAQ's
What is Mobile Number Portability (MNP)?
Mobile Number Portability is a new service offered by all mobile service providers that allows you to switch over to another service provider while retaining your existing mobile phone number. This process is called porting.
You will however require a new SIM card from the network you join.
What are the benefits of Mobile Number Portability to the customer?
It allows a customer to choose the network they prefer based on aspects such as customer care, quality of service, value added services and the cost of communicating on the network.
Why should I port my number to Orange?
By choosing Orange you will join the largest network in Kenya and enjoy the following products and services, among others:
• Orange Money
• Fastest data speeds on 3G network.
• Points Rewards
• Orange Tunes Service
• Orange Mobile Internet
• Unlimited SMS Services
• Most competitive pricing bundles
• Personalized customer care
• Wide range of Value Added Services
How do I port my number to Orange?
We have simplified this into five steps
1. Visit an Orange Shop.
2. Fill out a Number Porting Request Form and submit copies of the identification documents specified in the form
3. Sign the Number Porting Request Form as a declaration that you understand and consent to the porting
4. Pay the porting fee prescribed by CCK.
5. Send an SMS requesting to port (which is free of charge) to short-code number 1501. Orange Shop staff will assist you with these procedures.
What should I do before I port my number?
• Back-up all contacts saved on your current operator SIM card;
• Pay up any credit advance you may have borrowed against your PrePay account;
• Exhaust or retrieve any funds in a money transfer account held against the number you wish to port
• For PostPay customers, settle all your outstanding bills with your current operator. You may contact the operator to find out your final outstanding balance prior to porting.
How long does it take to port my number?
• Porting to Orange should take a maximum of two working days between Mondays and Friday. Porting will not take place on Saturdays, Sundays and all Public holidays.
What is the fee for porting a number?
• The cost prescribed by CCK for porting a number is KShs.200.
Will I be issued with a new SIM card?
• After signing the Number Porting Request Form and sending the port request to 1501, Orange will issue you with a new SIM card.
• You will continue to use your SIM from your current operator until you receive a notification message to insert your new Orange SIM card in your mobile phone when the porting process is successfully completed.
• Please note that you will be required to register your new SIM card in accordance with the CCK SIM Registration requirements.
What identification documents are required for porting?
The identification documents required to authorize porting include:
• Kenyan national identity card
• Valid Passport
• Military identity card
• Work Permit
• Alien card
• Valid driving license
• National identity card issued by parent country
• Certificate of incorporation or Certificate of registration (For corporate accounts)
Can I make my porting request online?
No. You are required to visit an orange Shop and to follow the process described above.
Can Prepay customers port their numbers?
Yes. Prepay customers can request for either PrePay or PostPay services with the recipient operator.
Can I port out if I am a PostPay customer on contract?
Yes. You will be expected to settle all your outstanding balances including your unbilled amounts and any other bills arising from your contractual obligations.
I have a company mobile number, will I be allowed to port?
You will need written permission from your company’s contact person authorizing the porting request.
Can I make a porting request on behalf of my organization?
Yes. A porting request made on behalf of an organisation shall be accompanied by a letter of authority on the company’s letterhead signed by an authorized signatory.
What is the Cooling off period?
It is a 14 day period after porting within which you are allowed to go back to your donor operator. You will not be charged early termination fees if you exercise this option.
How frequently can a number be ported?
You can only port to a new operator after being with your current operator for a period of not less than 60 calendar days from your last successful port.
Can I postpone or defer my porting request?
You can indicate a future date when you wish to port your number. However this shall not be more than 58 days from the date you submit your porting request.
Can I cancel my porting request?
No, you cannot cancel your port request after sending an SMS to 1501.
How will I know that my porting request has been successful?
You will receive SMS notifications during the porting process. If your request has not been successful you will need to contact your recipient operator (that is the operator you wish to join).
How will I know that the person I am calling has ported or is no longer on my network?
When you call a number that has been ported you will first hear an audible warning tone (3 beeps) before the phone rings. The tariffs for calling or sending an SMS to another network will be applicable.
What happens if calls to my number do not go through after port in is completed?
You should immediately contact your new operator.
Will I still be able to call and use the same services during the porting process?
Yes, you are entitled to enjoy the services of your current mobile operator until the porting of your number has been successfully concluded. However Roaming will not be available.
What happens to my airtime balance?
Your credit will be lost upon successful porting and will not be carried forward.
What happens to my Mobile Money account?
You will lose the ability to use Mobile Money Transfer if you port to another network. Any unutilized Mobile Money Transfer balance at the time of porting will not be accessible to you once you move to another operator. The balance will be transferred to a holding account and can be refunded on request.
What happens to my Equity Bank Account and Orange Debit Card?
You will lose the convenience of banking via Orange Money on the Equity Bank Account and the Orange Debit Card. You can still continue to bank with Equity by visiting the bank to carry out transactions.
Will I be able to move with all the products and services I currently have to my new service provider?
No. You will need to specify which services or products you will require and may still be subject to the new operators’ eligibility requirements. You are only porting you number and not the services. Example you cannot port out with your loyalty points or Mobile Money Transfer.
Can my Port Request be declined?
The Donor network can decline your request due to various reasons such as:
• Non-payment of money owed to the current provider or if information provided is incorrect.
• Your porting request may also be rejected if your number is blacklisted or suspended
• or if your number is subject to another pending porting request or has been ported within the last 60days.
Can anyone maliciously port my number?
This is unlikely as many precautions and security checks have been put into place to prevent this from happening.
Where can I get more information?
You can get more information on our website http://www.orange-tkl.co.ke/ or www.orange.co.ke by contacting Orange Customer Care Centre on the following number:- 020-2222777