MNP

Mobile Number Portability (MNP)?

Mobile number portability is a telecommunications service where

customer’s mobile number will remain same even through customer
change mobile operator network.
This means with MNP customer can move from one mobile operator
network to another without losing the existing number.

OPPORTUNITY FOR CUSTOMER ACQUISITION

opportunities are coming, are you Ready!

MNP
Why MNP?

Customer can take MNP service, if he/she is not satisfied with current operator’s product, Service &
network. Also if customer have interest with other operators product, service or network.

Like with MNP, GP/BL customer can move to Robi/Airtel for country best 4G service, Digital service
channels, countywide service experience center, strong network and attractive product propositioning.
Where customer don’t need to change their GP or BL existing number
MNP
Where to get MNP service?
Interested customer have to visit any biometric point or Robi WIC/Airtel Care.
Customer have to ensure below points before MNP request_
 Interested customer have to visit Robi WIC/Airtel Care or any Biometric point with NID copy & two
Passport Size photo.
 Interested customers number have to be registered with customer NID and Biometric verification.
 There should not be any due, credit or loan amount in the customer’s number. If there is any current due,
credit or loan amount, customer have to clear this first before MNP request.
 False verification, VOIP/SVOIP status can lead to MNP disapproval.

Robi WIC Airtel Care Biometric Point

MNP
How to get MNP service & how it will be activated?

• For MNP service, customer have to visit Robi WIC/Airtel Care or any Biometric point with NID copy & two Passport Size photo.
• As per customer request retailer/service agent will check customers eligibility through biometric device, NID Validation.
• Customer have to pay BDT 30 as a MNP service charge.
• Retailer/service agent have to place porting request through system to NPCH(Net Promoter Clear House) with NID &
Transaction ID.
• NPCH sends request to Donor operator for validation. Total MNP request process will done by automatically with relevant
verification. It may takes 1 hr. max for MNP request processing. (total process detail will be shared after getting form the
relevant concern).
MNP
How to get MNP service & how it will be activated?

• After successful MNP verification retailer/service agent have to preform new connection activation activities through Biometric
and fill-up URF form for the same customer number with new SIM. After this retailer/service agent will provide the new SIM to
the customer.
• After successful verification, customer will be transferred to the new network by 8 AM of next day.
• After MNP successful request customer will not be allowed to take any loan and credit with exiting operators number until new
operators service activation.
• If customer have any unused balance or any active service, those will not be added in customer account after operator change.
• After MNP service activation customer will not be allowed to change operator again within the 90 days. If customer want
he/she can change operator with the same MNP process after 90 days.
MNP Customer Journey (Prepaid)
 Within 1 hour

MNP request

status will be

shown
MNP request status check success
Agent will generate MNP request IF MNP request success, agent collect
Customer visit WIC or BVS or failure.
with customer finger print through MNP service charge from customer.
enabled retail point (if it is failed, needs to fix the reason
BVS process
and try again)

Within 1 working day MNP will

be activated. It may need max 72

hours in special case.

Customer have to call any After the deactivation of current

Within 72 hour customers current After collecting MNP charge, agent
numbers or recharge to ensure SIM, customers MNP SIM will be
SIM will be deactivated. provide MNP SIM to customer.
the MNP SIM activation. activated automatically.

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MNP Customer Journey (Postpaid)
 Within 1 hour

MNP request

status will be

shown
MNP request status check success
Agent will generate MNP request IF MNP request success, agent collect
Customer visit WIC or BVS or failure.
with customer finger print through MNP service charge from customer.
enabled retail point (if it is failed, needs to fix the reason
BVS process
and try again)

Within 1 working day MNP will

be activated. It may need max 15

working days in special case.

Customer have to call any After the deactivation of current

Within 15 working days customers After collecting MNP charge, agent
numbers to ensure the MNP SIM SIM, customers MNP SIM will be
current SIM will be deactivated provide MNP SIM to customer.
activation. activated automatically.

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MNP
What are the MNP rejection reasons?

• MNP process will be rejected if customer have any loan amount in account.
• Any due bill, credit or any monetary liabilities to the existing operators.
• Customer is not Biometric registered for the number.
• False verification.
• Customer number is in VOIP status.
• Customers number is in SVOIP status.
• 90 days issue after port-in.
MNP
FAQs

Q. Where to take MNP service?

A. Customer can enjoy MNP service from any biometric retail point or Customer care point.
Q. Is there any charges to change operator with same number?
A. Yes, Customer have to pay BDT 30 for MNP service charge.
Q. Will my existing operators number series remain same and with the same number I’ll get another operators service?
A. Yes.
Q. Is it required to change SIM or new operators service will be activated on my existing SIM?
A. Customer have to change existing SIM, but customer number will remain same.
Q. Is there any SIM change charge?
No, Customer have to pay only BDT 30 as a MNP charge.
Q. How long it will take for successful MNP request processing from service channel?
B. It may takes 1 hr. max.
Q. What can be the reason of MNP process rejections?
A. Due to false verification, VOIP/SVOIP status, any due, credit or loan amount on customer account.
MNP
FAQs
Q. When the new operator service will active?
A. After MNP process & Biometric activation confirmation, new operators service will be activated by 8:00 am of next day.
Q. After changing the operators after how many days I will be allowed to move into another operators?
A. Customer will not be allowed to change operator again within 90 Days.
Q. If I have remaining prepaid balance, deposit or other value added service on my exiting operators, will I get those in
new operators?
A. No, customer will not get any earlier operators balance, deposit or any value added service in new operator.
Q. After the MNP request will I able to take loan or use on credit in existing number before the new operators service
activation?
A. No.
Q. What will be my new tariff on new operators?
A. Tariff and product will be assigned as per MNP product design from new operators. (will share details after product
readiness).
Q. Can I port-in & port-out from Robi to Airtel or Airtel to Robi?
A. No, customer MNP is not allowed from Robi-Airtel or Airtel-Robi.
MNP
What we needs to do?
Service is the most unique elements that will create difference.
Before MNP launch:
• We have to ensure customer satisfaction for each customer we serve. Have to be aware that there is no single customer is going
without getting more than satisfactory level service.
• Have to create, enhance customer relationship and bonding, so that they became promoter of our operators.
• Need to ensure there is no customer, who did not get proper solution of his/her complaint from our service channels.
• Ensure extra care for complaining customer, so that after MNP launch there will be no port-out intension due to service
dissatisfaction.
After MNP launch:
• For each other operators customers we serve, we must have to ensure wow service. Also after providing necessary service, we
have to promote our USPs based on customer type. Like for smartphone users we can promote My Robi/Airtel APP. For data user,
promote special data offers etc. and give them feel that we are the best in terms of customer needs.
• During serving our high value customers, we have to be more careful. So that they get the excellent service and complaint solution.
• For Data users of other operators customer, demonstrate our 4.5G/4G+ service and make them believe we are the country best 4G
network.
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