Switch to CelcomDigi — What to expect during the port-in process

Switching mobile service providers can seem daunting, especially when you want to keep your current number. Thankfully, the process of porting in to CelcomDigi is designed to be smooth, fast, and transparent. Whether you’re switching from another telco for better coverage, more affordable plans or improved customer service, here’s a detailed breakdown of what you can expect during your port-in journey.

1. Preparing for the switch

Before initiating your port-in request, it’s important to make sure a few conditions are met:

• Your current number must be active. A suspended or terminated line cannot be  ported.
• Ensure there are no outstanding payments or contractual obligations with your existing service provider.
• The NRIC details must match your current telco’s records, as mismatched information can delay or reject your request.
• Prepaid users should make sure there is sufficient credit for any SMS confirmation process.
• Postpaid users should be aware that porting out may incur termination fees if done before the contract ends.

2. Initiating the port-in request

You can request to port in to CelcomDigi either online or by visiting a CelcomDigi store or authorised dealer. Here’s how it typically works:

• ‍For online port-ins, visit the CelcomDigi website, select your preferred plan, and submit your request to keep your existing number.‍
• For in-person port-ins, bring your NRIC to a CelcomDigi outlet. The staff will guide you through the port-in form and validate your details.

Once your request is submitted, you’ll receive an SMS from your current telco asking you to confirm your port-out. You’ll usually have 24 hours to reply to the SMS (usually by typing "YES") to approve the switch.

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3. Verification and SMS approval

This is one of the most crucial steps in the port-in journey. The SMS you receive is a security step required by all Malaysian telcos to protect your number from unauthorised porting. All you need to do is reply to the SMS — usually by typing “YES” — within the given time frame, typically 24 hours. If you don’t respond or if the reply is incorrect, the request will be cancelled, and you’ll have to start the process again. Once the confirmation is received, the porting will be processed within one to three working days.

4. Waiting for activation

While your port-in request is being processed, you can continue using your current SIM and mobile service as usual. During this time, you may receive updates from CelcomDigi about your port-in status via SMS or email.

If you signed up online, your new CelcomDigi SIM will be delivered to you; if you did it in-store, you likely received the SIM on the spot. When the switch is ready to take place, you’ll be notified, so you can prepare to insert your new SIM once your old line stops working.

5. SIM activation and service migration

Once the porting is successful, you’ll receive a notification indicating that your CelcomDigi line is now active. Here’s what to do next:

• ‍Insert your new CelcomDigi SIM card into your phone.‍
• Restart your device to initiate the network configuration.
• You should now be connected to the CelcomDigi network, and your number remains the same.

If you experience any issues such as “No service” or an inability to make calls, reach out to CelcomDigi’s customer service for assistance.

6. Enjoy your CelcomDigi experience

Now that you’ve successfully ported in, you can begin enjoying the full range of CelcomDigi services.

Don’t forget to register your account on the Celcom Life or MyDigi app, depending on your line, for easy access to billing, data usage, rewards, and plan upgrades.

Welcome to CelcomDigi

Switching to a new telco might feel like a big move, but with CelcomDigi, it’s a smooth and easy process. Now that your number is active and you’re officially on board, you can start enjoying great coverage, value-packed plans, and useful features. Whether you’re browsing, streaming or staying in touch with loved ones, CelcomDigi is here to keep you connected every step of the way!