|Mobile Number Portability|
Q. What is Mobile Number Portability (MNP)?
A. MNP is a new service that was launched on 1st April 2011 allowing mobile subscribers in Kenya to switch over to another mobile operator while keeping their existing mobile number.
Q. Where can I give my porting request?
A. You can visit any yu retail center, Karibu center or a retailer to give your porting request. You will be required to fill and sign a porting request form and send an SMS with the word PORT or HAMA to 1501. Sending this SMS is free and you will not pay any porting fee. The yu executive will then complete the rest of the process.
Q. What documents must a Prepaid/Postpaid customer submit while making a porting request?
A. You will have to submit an original identification document for verification – National I.D. card, Passport, a military ID card or alien ID card. For company lines, a letter of authorization from the organization will also be required.
Q. How long will the porting process take?
A. The process will take a maximum of 2 days/48 hours.
Q. Can I cancel my porting request?
A. No, you cannot cancel your porting request during the porting process. However you may request to portback within 14 days of your first request.
Q. Can I port my number more than once?
A. Yes. However you can only port out again after completion of 60 days from your first successful porting request.
Q. Will all the products and services I currently have be replicated automatically with my new service provider?
A. No; you will need to specify which services or products you will require with your new operator. Example you cannot port out with your zaziada bonus. You are only porting your number and not the services.
Q. How will I know that my porting request was successful?
A. You will receive an SMS notification of success or failure of porting request.
If it is successful, you will receive an SMS reading “this account will be closed soon, please use your new SIM card from your new operator”. You will then be required to replace your current SIM card with the new SIM Card from YU and begin enjoying the services of the yu network.
Q. Can a postpaid number port in as prepaid and vice versa?
A. Yes, a prepaid number can port in as postpaid and a postpaid as prepaid.
Q. How will I be informed about SIM activation/deactivation during porting?
Subscribers are informed via SMS regarding porting progress and rejects. You will receive an SMS once porting is completed to update your sim card, the old sim card will be deactivated and the new sim card will now have your number.
Q. Can I be allowed to port out my company phone line?
Not unless you are given written permission from your company allowing your number to be ported.
Q. How will I know that the mobile number I'm calling has ported out?
A. When you call a number that has ported out you will first hear a warning tone (3 beeps) before the ring back tone.
Q. Why have I been given an activated yu line?
A. You have been given an activated yu line so that we can change your yu number to the porting number on successful porting. Secondly incase of failure you have an activated yu line for use. This line can also be used in case of any service disruption during the port IN process to contact you and advise you on the port IN progress.