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Mobile Number Portability FAQs





















FAQs

What "Mobile Number Portability" means for you?

Mobile Number Portability (MNP) means you can keep your mobile phone number if you decide to change from one mobile service provider to another within Tanzania. Basically; it's a process that allows you to keep your mobile number irrespective of who your mobile service provider is. So, if you switch between mobile service providers, you don't have to go to the trouble of advising all your friends/family/colleagues that your number has changed – it stays the same.


What are the benefits of Mobile Number Portability?

  • You will retain your number when moving from one mobile service provider to the other and thus enjoy freedom and convenience.
  • You will receive all your calls and messages regardless of which mobile service provider you may have ported your number to, without having to inform your friends, relatives, colleagues or clients about your change of mobile service provider.
  • You will save money as you do not have to purchase SIM cards for each mobile service provider or maintain more than one mobile hand set.
  • You can choose the mobile service provider who you feel offers better quality of service, customer experience or innovative services.

When can I do it?

You will be able to use the MNP process from 1st of March.

Starting 1st of March, MNP will be available between all the mobile service providers.


Who can use the Service?

MNP is available to both Post-Paid (Pay Monthly) and Pre-Paid (Pay As You Go/ PAYG) mobile customers of all mobile service providers in Tanzania, as long as your number hasn't been barred or suspended.

  • If you are a Post-Paid customer you will be able to switch unless if you are barred or suspended due to non-payment of bills.
  • If you are a Post-Paid customer and you have not completed the minimum required term of the contract with your existing mobile service provider you will be required to pay the outstanding balance of monthly rentals due under the contract.
  • If you are a Post-Paid customer you will receive a bill for your usage up to the time your number is switched to the new mobile service provider. You will be required to pay this bill before you switch your number to your new mobile service provider.
  • You will still receive bills for your usage up to the time your number is switched to the new service provider. You will receive a final bill up to 60 days after you port your number, then you will have 30 days to settle this final bill or risk having the port reversed and/or losing your number.
  • If you are a Pre-Pay customer you will not be able to take outstanding credit with you, and should use it up before you switch
  • If you have an associated mobile wallet you MUST cash this out prior to porting otherwise the wallet will be orphaned and a complex procedure will need to be followed to recover the money which will however remain intact until you recover it

How much will it cost me?

There are no charges to port your number. However, before porting you need to buy a new SIM card from the new mobile service provider.


What do I have to do?

  1. Go to the retail shop or authorised dealer of your chosen new mobile service provider to request a new mobile service, and tell them that you would like to keep your mobile number.
  2. The staff will ask you to complete an application form together with a "Porting approval Request Form" (one form).
  3. Part of the port approval request form is an explicit statement that you agree that you are liable for any/all outstanding sums owed to your existing operator.
  4. You will be asked to provide: -
    a) Proof of identity – either a Voting ID, Driving License or Passport , with your officially validated photographic identity document;
    b) The working phone with the number you wish to keep.
  5. If you have an associated mobile wallet you will be advised to cash this out prior to porting to avoid the wallet becoming orphaned (see above)
  6. You will be asked to text the word "PORT" to a special porting number '15080'. Assistance will be made available if required.
  7. You will temporarily barred from using mobile money services in order to prevent any transaction that might happen during porting process. However, you will continue sending and receiving calls and SMS.
  8. You will receive a text (SMS) confirming that your request has been received.
  9. Provided that your number is not barred or suspended due to previous non-payment, your order will be processed and you will be informed of its progress by text.
  10. Your new mobile service provider will provide you with a new SIM card. However, the new SIM card may be issued be at a cost.
  11. Under normal circumstances your porting will be completed very quickly, often on the same day or, at worst, within two working days after you complete your request. At that time your number will have been ported to your new service provider and your existing SIM card will stop working.
  12. When this happens, put the new SIM card provided by your new service provider into the phone you wish to use. If you are unsure how to do this, you can go into the retail shop or authorised dealer of your new service provider and they will be able to help.
  13. The process is complete.

Are there any other implications?

  • Messages which have been sent to you, but not delivered, may be lost.
  • You will lose your old voicemail including messages, any contacts stored on your SIM card, SMS, MMS and ancillary services, and you will need to set these up again with your new mobile service provider.
  • Your colleagues, friends and family may be charged differently when calling you after switching. Additional information on applicable rates may be obtained from your new mobile service provider.
  • You will be restricted from switching your number to a third mobile service provider or back to your original mobile service provider within 30 days of a previous port.
  • Whilst all mobile service providers will exercise reasonable skill and care in discharging their obligations under MNP, no compensation will be provided for loss of any kind through delay, disruption or lack of service resulting from the porting process.

When I am calling a number, how will I know if it is ported or not?

If you are calling a number that you think is on the same network as you, but has in fact been ported to another network, then you will hear a 'beep' at the start of the call to warn you that the charge for this call may be higher than you expect. For example, if you are on Vodacom's network and you call a Vodacom number, if that number has been ported to Tigo, Zantel, Smart, Halotel, TTCL or Airtel (or any other mobile service provider) you will hear a beep at the start of the call.


Will I be bombarded with sales calls to stop me trying to switch?

No. Your old mobile service provider is not allowed to contact you during the switching process to try and persuade you to stay with them. However, the old mobile service provider can contact you to recover outstanding payments.


Can my current operator try to persuade me to stay whilst I am porting?

No. Your current operator is not allowed to contact you during the porting process to try and persuade you to stay with them. Any such contact by your old mobile service provider must be reported to your new mobile service provider.


If my previous operator calls or disturbs me as a way of inviting me back to its network within a period of 30 days of porting, to whom should I report?

You can report this to your new mobile service provider.


What should I do in case I have a problem or complaint?

You should contact your new mobile service provider to resolve the problem.


What type of phone number can be ported?

Any mobile number can be ported irrespective of the type of service it is been used for (e.g.voice, data, gps tracking etc.).


What time of day will the porting service be available by the operator?

The porting service will be available when your new mobile service provider's store/outlet/ sales point is open to customers.


Can I change my mind during the porting process?

You can change your mind any time before you send the confirmation SMS. Once the confirmation SMS has been sent, you can no longer cancel your port request and the porting process must progress to completion.


How will I be advised of the status/ progress of my porting request?

You will be informed of the progress of your porting request by text (SMS) messages


What happens if my porting request is rejected or fails to complete?

You should contact your new service provider to resolve the problem


I'm a pre-paid customer and I have some credit left - can I take this with me?

Pre-paid customers won't be able to take outstanding credit with them, and should use it up before they switch mobile service providers.


What happens to SMS that I send or receive whilst porting?

Messages which have been sent to the customer prior to porting, but not delivered, may be lost.


Do I have a limit to the number of porting that I can do with one number in a particular year?

No. You can port your number as many times as you like in a given year. However, there is a 30 days restriction between ports.


If I port to a new network, and get a new SIM Card, after 30 days, will I follow same procedure to return to my previous provider?

Yes. Any time you wish to port your number, you will have to go to the customer care office, retail shop or authorised dealer of your chosen new mobile service provider to request to port your number. You will also need to be issued a new SIM Card.


Will I use my previous SIM Card or will I be required to get another SIM Card from my previous operator thereby rendering my earlier SIM from this operator useless this time?

You will need to be issued a new SIM card every time you wish to port your number to a new mobile service provider as your previous SIM card will not work with your new mobile service provider.


Would I be required to pay for the New SIM Card?

You will be issued a new SIM card by your new mobile service provider, which may be free or charged, depending on the mobile service provider.


I'm a post-paid customer - can I port if my initial contract has not expired or I haven't paid my bills?

Yes. Post-paid customers will be able to port their numbers. However, at the start of the porting process, post-paid customers are required to settle their current outstanding bills to their old mobile service provider including any early termination fees.






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Ufafanuzi

Huduma ya MNP ina maana gani kwa mtumiaji?

Huduma ya kuhamia mtandao mwingine bila kubadili namba ya simu ya kiganjani (MNP), ina maana kuwa mtumiaji anabaki na namba yake ya awali iwapo ataamua kuhamia mtandao mwingine wa simu za kiganjani nchini Tanzania. Kimsingi, ni huduma ambayo inakuwezesha kubakia na namba yako bila kujali unatumia mtandao gani. Hivyo, iwapo utabadilisha mtoa huduma wa simu za kiganjani hutakuwa na haja ya kusumbuka kuwaataarifu watu wako wa karibu – marafiki, familia na wafanyakazi wenzako au washirika wako kwamba umebadilisha namba kwani inabakia ileile.


Huduma ya MNP ina faida zipi?

  • Utaendelea kutumia namba yako ya awali unapohama kutoka mtoa huduma mmoja kwenda mwingine na hivyo kufurahia uhuru na utulivu katika matumizi.
  • Utapokea simu na meseji bila kujali ni mtandao upi umehamia na bila kuwa na haja ya kuwataarifu marafiki, familia na wafanyakazi wenzako au washiriki wako kwamba umebadilisha mtoa huduma wako.
  • Utaokoa fedha kwa kuwa hutakuwa na haja ya kununua laini mpya kwa kila mtoa huduma au kuwa na simu ya kiganjani zaidi ya moja.
  • Utaweza kuchagua mtoa huduma ambaye unaona anatoa huduma bora zaidi, anakidhi matarajio yako na ana ubunifu katika kutoa huduma.

Ni wakati gani naweza kuhama na namba yangu?

Utaweza kutumia huduma hii ya kuhamia mtandao mwingine bila kubadili namba ya simu ya kiganjani kuanzia tarehe 1 Machi 2017.

  • Mwezi Machi, tarehe 1, 2017, huduma ya kuhamia mtandao mwingine bila kubadili namba ya simu ya kiganjani itatolewa na makampuni yote ya simu za kiganjani.

Nani anaweza kutumia huduma hii?

Huduma ya MNP itatumiwa na wateja wote nchini wanaolipia huduma kwanza na wanaolipia huduma baada ya matumizi. Ili kutumia huduma hii, simu ya mtumiaji lazima iwe inatumika, yaani haijafungiwa au kusimamishwa kwa muda.

  • Iwapo unatumia huduma kwa utaratibu wa malipo baada ya huduma, yaani post-paid, utaweza kubadili mtoa huduma isipokuwa tu kama umefungiwa au kusimamishiwa huduma kutokana na kutokulipia ankara za matumizi.
  • Iwapo unatumia huduma kwa utaratibu wa malipo baada ya huduma na hujakamilisha masharti ya msingi ya mkataba na mtoa huduma wako wa sasa, utatakiwa kulipa malimbikizo ya madeni kama yalivyoainishwa kwenye mkataba.
  • Iwapo unatumia huduma kwa utaratibu wa malipo baada ya utapokea Ankara ya matumizi yako hadi namba yako itakapohamishiwa kwa mtoa huduma mpya. Utatakiwa kulipa Ankara hizi kabla ya kuhamia kwa mtoa huduma mpya.
  • Utaendelea kupokea ankara za matumizi hadi namba itakapohamishiwa kwa mtoa huduma mpya. Utapokea ankara ya mwisho hadi siku 60 baada ya kuhamisha namba yako; kisha utapewa siku 30 za kulipa Ankara hizo, vinginevyo utakuwa katika hatari ya uhamaji wako utasitishwa au namba yako kupotea.
  • Iwapo unalipia huduma kabla ya matumizi, yaani pre-paid, hutaweza kuhama na salio lililopo na utatakiwa kutumia salio hilo kabla ya kuhama.
  • Iwapo una salio katika akaunti ya pesa mtandao ni lazima ulitoe salio hilo kabla ya kuhama vinginevyo salio litabaki bila mwenyewe na itabidi ufuate mchakato mrefu ili kuweza kupata pesa zako ambazo wakati wote zitakuwa salama hadi utakapokamilisha mchakato huo.

Itanigharimu kiasi gani kuhama na namna yangu?

Hakuna gharama za kuhama na namba yako. Hata hivyo, kabla ya kuhama itabidi ununue laini mpya ya simu ya kiganjani, yaani "SIM card" kutoka kwa mtoa huduma mpya.


Ni nini ninatakiwa kufanya ili kupata huduma hii?

  1. Nenda vituo vya mauzo au kwa wakala anayetambuliwa wa mtoa huduma unakotaka kuhamia na uwaeleze kwamba ungependa kuhama na namba yako.
  2. Wahudumu watakutaka ujaze fomu ya maombi.
  3. Sehemu ya fomu ya maombi ya kuhama ni tamko rasmi kwamba unakubali kuwa utawajibika kwa madeni yoyote ambayo yanatokana na huduma ulizokuwa unapata kutoka kwa mtoa huduma wako wa awali kama yapo.
  4. Utatakiwa kutoa vitu vifuatavyo: -
    a) Kitambulisho chenye picha yako – kinaweza kuwa Kadi ya Mpiga Kura, Leseni ya Udereva au pasipoti au kitambulisho chochote rasmi kinachotambulika.
    b) Simu ya kiganjani inayofanya kazi yenye namba unayotaka kubaki nayo.
  5. Iwapo una salio katika akaunti ya pesa mtandao utashauriwa kutoa pesa kabla ya kuhama ili kuepuka usumbufu kama ilivyoelezwa juu.
  6. Utatakiwa kutuma meseji yenye neno "HAMA" kwenda namba '15080' ambayo ni namba maalum ya kuhama. Msaada utatolewa iwapo utahitajika ili kufanikisha hili.
  7. Utapokea meseji kukujulisha kwamba maombi yako yamepokelewa.
  8. Iwapo namba yako haikuzuiliwa au kusimamishwa kwa muda kutokana na kutokukamilisha malipo ya madeni ya mtoa huduma wako wa awali, maombi yako yatashughulikiwa na utajulishwa kwa meseji kuhusu maendeleo ya mchakato huu.
  9. Mtoa huduma wako mpya wa huduma za simu za kiganjaji atakupatia laini mpya.
  10. Wakati wa kuhama huduma za kifedha mtandao zitasitishwa kwa muda mpaka namba ikapohamishiwa kwa mtoa huduma mpya, ambapo utatumia huduma zake za fedha mtandao kama utajiunga na huduma hizo.
  11. Katika kipindi cha kuhama huduma za kupiga na kupokea simu na ujumbe mfupi zitaendelea.
  12. Katika hali ya kawaida uhamaji utakamilika haraka, mara nyingi siku hiyo hiyo au, iwapo utachelewa sana, ndani ya siku mbili za kazi baada ya kukamilisha utaratibu wa maombi. Wakati huo namba yako itakuwa imeshahamishwa kwa mtoa huduma wako mpya na laini yako ya awali haitatumika tena.
  13. Ikifikia hapo, weka laini mpya uliyopewa na mtoa huduma wako mpya kwenye simu yako. Iwapo huna uhakika wa nini cha kufanya, unaweza kwenda kwa mtoa huduma wako mpya au wakala wake na wataweza kukusaidia.
  14. Mchakato umekamilika.

Kuna mengineyo kuhusiana na huduma hii?

  • Meseji ambazo zimetumwa kwako, lakini hazijaingia kwenye simu yako zinaweza kupotea wakati wa kuhamishwa kwenda mtandao mwingine ambacho ni kipindi kisichozidi dakika kumi na tano (15).
  • Utapoteza meseji za sauti yaani "voicemails" ulizokuwa unapata awali na namba za simu ulizohifadhi kwenye laini iliyobadilishwa na itabidi kuziiingiza upya. Aidha, itabidi ufanye utaratibu na mtoa huduma wako kuhusu huduma nyingine ulizokuwa unazipata moja kwa moja kutoka kwa mtoa huduma wako wa awali.
  • Hutaruhusiwa kuhamia kwa mtoa huduma wa tatu au kurejea kwa mtoa huduma wako wa awali ndani ya siku 30 baada ya uhamaji wa kwanza.
  • Ingawaje watoa huduma wote watatumia ujuzi na watakuwa waangalifu katika kutekeleza majukumu yao, katika kutoa huduma hii, hakuna fidia ambayo itatolewa kwa kuchelewa, kuvurugika au kukosekana kwa huduma kutokana na mchakato wa kuhama.

Wakati ninapopiga simu, nitajuaje kama namba hiyo imehama au la?

Iwapo unapiga namba ambayo unadhania iko kwenye mtandao mmoja na wako lakini namba hiyo imehamia mtandao mwingine, unapoanza tu kupiga simu hiyo utasikia ujumbe kukutahadharisha kwamba gharama za simu unayopiga zinaweza kuwa juu zaidi ya unavyotazamia. Kwa mfano, iwapo uko kwenye mtandao wa Vodacom na unapiga namba ya Vodacom ambayo imehamia Tigo au Airtel au mtandao mwingine wowote, utasikia mlio unapoanza kupiga simu hiyo.


Je, nitapokea simu nyingi za maafisa mauzo wa watoa huduma kunizuia nisihame?

Hapana. Mtoa huduma wako wa sasa hatakiwi kukupigia simu wakati wa mchakato wa kuhama kujaribu kukushawishi kuwa ubakie naye. Hata hivyo, mtoa huduma wa sasa anaweza kukupigia simu kuhusiana na malimbikizo ya malipo ya huduma alizotoa kwako kama yapo.


Je mtoa huduma wangu wa sasa anaweza kujaribu kunishawishi nibakie naye wakati nikitaka kuhama?

Hapana. Mtoa huduma wako wa sasa hatakiwi kuwasiliana nawe wakati wa mchakato wa kuhama ili kujaribu kukushawishi kubakia kwako. Iwapo atajaribu kukushawishi unatakiwa kutoa taarifa kwa mtoa huduma wako mpya unapohamia.


Iwapo mtoa huduma wangu wa awali atanipigia simu au atanisumbua kama njia ya kunitaka nirejee kwenye mtandao wake ndani ya siku 30 baada ya kuhama, nitoe taarifa kwa nani?

Toa taarifa kwa mtoa huduma wako mpya.


Nifanye nini iwapo nitakuwa na tatizo au malalamiko?

Kwanza wasiliana na mtoa huduma wako mpya ili kupata ufumbuzi. Isipowezekana, au usiporidhika, lalamika kwa Mamlaka ya Mawasiliano Tanzania (TCRA).


Ni namba zipi zinazoweza kuhamishwa?

Namba yoyote ya simu za kiganjani inaweza kuhamishwa bila kujali inatumiwa kwa aina gani ya huduma – mfano maongezi, meseji, data, kujua maeneo kijiografia kwa mfumo wa GPS na kadhalika.


Huduma za kuhama zinapatikana muda gani kila siku?

Huduma za kuhama zitapatikana wakati maduka, ofisi na maeneo ya mauzo ya mtoa huduma wako mpya vitakapokuwa vimefunguliwa kwa wateja.


Ninaweza kubadili mawazo wakati wa mchakato wa kuhama?

Unaweza kubadili mawazo wakati wowote kabla ya kutuma meseji ya kuthibitisha kuhama. Mara tu meseji ya kuthibitisha kuhama itakapotumwa, hutaweza tena kusimamisha maombi yako ya kuhama na mchakato wa kuhama utaendelea hadi utakapokamilika.


Nitafuatiliaje mwenendo wa maombi yangu ya kuhama?

Utajulishwa kwa njia ya meseji kuhusu mwenendo wa mchakato wa maombi yako ya kuhama.


Nini kitatokea iwapo maombi yangu ya kuhama yatakataliwa au hayatakamilika?

Utatakiwa kuwasiliana na mtoa huduma wako mpya kupata ufumbuzi wa tatizo.


Kama niko kwenye mfumo wa kulipia huduma kabla, yaani pre-paid, na nina salio la muda wa maongezi na huduma nyingine, ninaweza kuhama navyo?

Wateja walio kwenye mfumo wa kulipia huduma kabla ya matumizi hawataweza kuhama na salio na watatakiwa kutumia salio hili kabla ya kuhamia kwa mtoa huduma mwingine.


Iwapo ni mteja wa kulipia baada ya huduma, yaani post-paid, ninaweza kuhama iwapo mkataba wangu wa awali haujaisha au iwapo sijalipia huduma nilizopata?

Ndiyo. Wateja wanaolipia baada ya huduma wanaweza kuhama na namba zao. Hata hivvyo, mwanzoni mwa mchakato wa kuhama, wateja hawa wanatakiwa kukamilisha malipo ya malimbikizo ya ankara zao ikiwa ni pamoja na gharama zozote zilizokubaliwa kuhusiana na kukatisha mkataba kabla ya muda.


Itakuwaje kwa meseji ninazotuma au kutumiwa wakati ninapohama?

Meseji ambazo zimetumwa kwa mteja kabla ya kuhama, lakini zikawa hazijafikishwa kwa mteja huyo zinaweza kupotea.


Je, naweza kuhamisha namba moja mara ngapi kwa mwaka?

Unaweza kuhamisha namba yako mara nyingi kadri unavyotaka. Hata hivyo,huwezi kuhamisha namba moja kwa mtoa huduma mwingine ndani ya siku 30.


Iwapo nitahama na kupewa laini mpya na zikapita siku 30, je itabidi nifuate utaratibu uleule kurudi kwa mtoa huduma wangu wa awali?

Ndiyo. Kila mara unapotaka kuhama na namba yako, utatakiwa kwenda kwenye ofisi za huduma kwa wateja, kwa wakala wa mtoa huduma au kwa mtoa huduma wa mtandao unaotaka kuhamia kuomba kuhamia mtandao huo. Utapewa laini mpya ya simu.


Iwapo ninarejea kwa mtoa huduma wangu wa awali, nitahitajika kupata laini mpya kutoka kwa mtoa huduma wa awali na hivyo kufanya laini yangu ya zamani kutokufanya kazi?

Ndiyo. Utahitajika kupewa laini mpya ya simu kila mara unapohama kwenda kwa mtoa huduma mpya kwani laini yako ya zamani haitaweza kutumika tena.


Nitahitajika kulipia laini mpya ya simu?

Utapewa laini mpya ya simu na mtoa huduma wako mpya ama bila malipo au kwa malipo kutegemea na utaratibu wake.






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