Frequently Asked Questions

SWITCH TO HOTLINK (MOBILE NUMBER PORTABILITY)

UNDERSTANDING SWITCHING TO HOTLINK

  • Switching to Hotlink, or Mobile Number Portability (MNP), allows you to switch telcos while keeping your existing phone number. This means you can change telco to Hotlink without having to update your contacts or lose your current number.

  • Switching to Hotlink gives you access to Malaysia’s leading network with extensive coverage, competitive plans, and tailored perks, such as special internet deals for prepaid plans or exclusive rewards for postpaid plans, through the Hotlink Rewards program. You’ll enjoy seamless 5G connectivity while keeping your number.

    Key benefits include:
    - FREE 5G Phones when you sign up for eligible plans.
    - The convenience of an instant eSIM for easy activation.
    - 5G-ready prepaid and postpaid passes with high-speed internet.
    - Broad nationwide coverage and reliable performance.
    - Exclusive Hotlink Rewards for discounts, vouchers and partner perks.

  • Yes. You can change telco from any Malaysian mobile service provider, whether you’re on a prepaid or postpaid plan. Hotlink supports all major networks and makes the switch to telco process secure and straightforward.

  • You can switch telco and keep your existing number by following these 3 simple steps:

    Provider SMS Format Send To
    Digi CHECKID <space> ID 20000
    U Mobile Verify <space> ID 28111
    Others Follow the instructions for porting out SMS -

    Refer to this Switching Your Telco to Hotlink: FAQ page for detailed guidance on how to change telco with the same number.

  • The switch telco process usually takes up to 2 business days for individual registration. You’ll experience minimal service disruption during the transfer.

  • Yes, you can request to switch to any Hotlink Postpaid plans even if you are currently a prepaid user with your current service provider, and vice versa.

BEFORE YOU SWITCH - PREPARATION

  • Before switching to Hotlink, you should:

    • Ensure your current line remains active until the switching process is completed
    • Clear any outstanding bills or contract obligations with your current service provider
    • Ensure that you are using the same ID (NRIC/Passport) that you use to register with your current service provider when you are registering with Hotlink
    • If your mobile number is linked to other services (e.g., home broadband, smart devices), ensure you unlink it to allow the switch to proceed.
    • If you plan to use an eSIM, ensure you have a stable Wi-Fi connection available for the activation process after your old service is disconnected.

  • Do not cancel your current service with your existing service provider prior to switching over to Hotlink as it will prevent you from keeping your old number. Only active numbers can request to switch-over to new a service provider.

  • Any remaining credit, data, or promotional offers with your current service provider will not be transferred to Hotlink. We recommend using your existing benefits before completing the switch.

  • Yes, you can continue using your current device with Hotlink as long as it's not locked by your previous service provider. If your device is locked, you may need to contact your current provider to unlock it before switching.

THE SWITCHING PROCESS

  • You can make your request to switch to Hotlink and keep your number at:

  • Switching is free of charge.

  • Yes, you will get a new Hotlink SIM. You can choose between two types:

    • Physical SIM Card: This will be delivered to you or can be collected in-store.
    • eSIM (Digital SIM): This is available for eSIM-compatible devices. The activation profile will be sent to your email. Please note that a Wi-Fi connection is required to set up your eSIM.

  • The switch process takes up to 2 business days for individual registration. You should experience minimal service disruption.

  • After submitting your request, the process is simple:

    Receive Confirmation SMS: Your current service provider will send you an SMS to confirm your request to switch. It is crucial that you reply to this SMS (e.g., reply YES) before the deadline mentioned. SMS replies are case-sensitive.
    Wait for Service Disconnection: We will notify you via SMS once your number is ready to be transferred. You will know the switch is ready when your old SIM card loses its network signal.

    Activate Your Hotlink Service:
    If you have a Physical SIM: Insert your new Hotlink SIM card into your device. Your calls, data, and texts should start working immediately.
    If you chose an eSIM: Connect your device to a Wi-Fi network. Follow the setup instructions sent to your email to download and install your Hotlink eSIM profile. Once activated, your services will begin.

  • No. Only the registered owner of the mobile number can perform the switch to Hotlink.

  • Hotlink frequently offers special promotions for customers who switch from other providers. Visit our website or any Hotlink store for the latest switch promotions and exclusive offers.

TROUBLESHOOTING YOUR SWITCH

  • You will receive an SMS to notify you on the failure reason. Should you need further clarification, contact us.

  • Common reasons include:

    • Mismatch in personal details between providers
    • Outstanding bills with current provider
    • Active contract obligations
    • Blacklisting by any telco provider
    • Failure to respond to the confirmation SMS within the specified time

  • If your Hotlink SIM doesn't work after the switch is confirmed complete, try restarting your device. If the issue persists, contact us at 1300-820-120 for immediate assistance.

SWITCHING OUT FROM HOTLINK

  • Your new/intended service provider will submit the request to Maxis on your behalf, hence you need to approach the service provider who you would like to switch to.

    Tips for smooth switching process:

    • Ensure your personal details registered with us match the details submitted to your new service provider
    • If your mobile service is linked to a fibre, you need to 'unlink' the service(s) or change your existing mobile plan to allow a porting transaction
    • Ensure you have fulfilled your contract obligations (if any)
    • Pay all overdue or outstanding amounts with us
    • Ensure you're not blacklisted by any telco service provider
    • Reply to any SMS confirmation within the specified time

SPECIAL CASES

  • Yes, you can switch multiple lines to Hotlink. Each line will need to be processed individually, and the registered owner of each line must be present for the switch. For family plans, visit any Maxis/Hotlink store for assistance with bundled plans.

  • Yes, business accounts can switch to Hotlink. Please visit a Maxis Centre with the necessary business registration documents and authorisation letter to proceed.

  • Yes, foreigners with valid passport can switch your service to Hotlink. Visit any Maxis/Hotlink store with your passport to process your switch request.

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