Frequently Asked Questions

Mobile Number Portability (MNP) is the ability for customers to switch to a new mobile service provider, while retaining their existing mobile number.

"Porting" is the act of switching to a new mobile service provider without changing one's mobile number. The word porting is interchangeable with switching. Port-in refers to a customer's request to switch to a new operator and port-out is a customer's request to leave their existing operator.

Please DO NOT terminate your line with your current service provider as only active mobile numbers are allowed to switch to a new service provider.

You can switch to U via the following channels: 

1. Online Click here
2. Visit our branch or selected dealer. Click here

1. Settle all your outstanding bills with past and current service providers.
2. Not blacklisted by any of the service providers.
3. No contract with your current service provider.
4. Your current line has to remain active until the switching process is completed.
5. Ensure that you are using the same ID (MyKad/ old IC/ passport) that you use to register with your current service provider when you are registering with U Mobile.

Individual customer:

• MyKad / Police ID / Army ID / Passport.
• U Package registration - latest 3 months' Postpaid bill from your current service provider.
• International Roaming and/or IDD activations - past 2 months' bills (1 month with International Roaming usage) or sign up auto-debit without paying deposit (RM100 deposit is required for new registration). Customers who are switching to U Mobile Prepaid service do not have to pay a deposit.

Business / Corporate customer:

• Letter of authorisation from the company containing customer name, business registration number, account number from current mobile service provider.

No, you have to be present at our branch or dealer's shop for a switching request.

The porting processes will take up to 2 working days for individual registration and up to 5 working days for business registration.

Yes, you can cancel before your port-in request is approved. There is no cancellation fee.

Switching request is free of charge.

You will get a new SIM card from U Mobile. Insert the U Mobile SIM card to your phone when you receive a confirmation from your current service provider that your current service is going to be terminated.

No, you can only port in your number and not Value Added Services (VAS). If you want to have VAS, you need to subscribe with U Mobile. U Mobile is not obligated to provide identical VAS.

It is advisable that you plan your request to port-in at least 14 working days before you travel or request to port-in after you are back in Malaysia to avoid service interruption. Please remember to request to activate International Roaming / IDD service upon registration.

Yes, you can port in your number multiple times (subject to regulations and U Mobile Terms and Conditions). However, you cannot make more than one MNP request to multiple mobile service providers at the same time.

You can visit MCMC (SKMM) website at https://www.mcmc.gov.my/ for more information.
MCMC: Malaysian Communications And Multimedia Commission
SKMM: Suruhanjaya Komunikasi Dan Multimedia Malaysia

All your prepaid credit with a current service provider will NOT be carried over to U Mobile upon successful port-in regardless if you port-in as a Prepaid or Postpaid customer. Kindly ensure your line is still active until the switching process is completed.

Yes, you can request to port-in to a Prepaid plan and vice-versa.

Prepaid customers do not have to pay a deposit to activate both International Roaming and IDD service. You just have to ensure you have sufficient credit before you travel overseas.