TERMS AND CONDITIONS: MOBILE NUMBER PORTABILITY (MNP)

These Mobile Number Portability (“MNP”) Terms and Conditions (“MNP T&C”) govern any and all matters relating to the transfer of an existing mobile number, from another mobile service provider to XOX and vice versa.

These MNP T&C shall be read in conjunction with all other terms and conditions (“Other T&Cs”) published by XOX at https://onexox.my/tandc/details, including but not limited to the ONE-X Prepaid Terms and Conditions, Postpaid Plan (General) Terms and Conditions, and Postpaid Plan (Specific) Terms and Conditions, governing your use of XOX's respective Plans and Services.

Capitalised terms used and not defined herein shall have the respective meanings ascribed to them in the Other T&Cs. In the event of any inconsistency between these MNP T&C and the other T&Cs, these MNP T&C prevail but only to the extent where such conflict or inconsistency in respect of the specific matters related to MNP as expressly set out herein.

1. DEFINITIONS

1.1 In these MNP T&C, unless the context otherwise requires:

“XOX” means XOX DIGITAL Sdn. Bhd. (Registration No. 200701005355 (763354-U));

“Subscriber”, “you” or “your” means the individual or entity applying for or subscribing to XOX’s Plans and Services through MNP;

“MNP” or “Mobile Number Portability” means the facility made available by XOX for a Subscriber to change from one mobile service provider to another while retaining the same Mobile Number, subject to applicable laws, regulatory requirements and the MNP T&C herein;

“MNP Request” means a request submitted by the Subscriber to transfer a Mobile Number to XOX;

“Mobile Number” means the mobile number submitted by the Subscriber for MNP;

“Port-in” means the transfer of a Mobile Number from another mobile service provider to XOX;

“Port-out” means the transfer of a Mobile Number from XOX to another mobile service provider;

“Donor Operator” means the mobile service provider from which the Subscriber’s Mobile Number is on, prior to being transferred to XOX.

2. MNP REQUEST

2.1 A MNP Request submitted to XOX constitutes an application to subscribe to XOX’s Plan and Services.

2.2 To submit a MNP Request, you must be the authorised and registered holder of the Mobile Number, and shall ensure that the Mobile Number is Active and eligible for MNP at the time of the MNP Request.

2.3 Submission of a MNP Request does not constitute confirmation nor guarantee that the Port-in will be successful or be completed within any specified time.

2.4 XOX may conduct such checks and verification as XOX reasonably considers necessary before completing a MNP Request, and you undertake to provide any and all information as requested by XOX in an accurate, complete and timely manner.

2.5 Prior to your submission for MNP Request, you are required to pay all applicable charges associated with the selected Plan and Services, including, without limitation, charges for registration, subscription, SIM card or eSIM issuance, and delivery.

2.6 By way of submission of a MNP Request, you expressly authorise XOX to obtain, verify, process and exchange information relating to you and the Mobile Number with the Donor Operator, the relevant authorities and/or any other parties as required to process the MNP Request.

2.7 You acknowledge that completion of a MNP Request depends on the responses of the Donor Operator and other third parties involved in the MNP process, and that you may experience temporary interruption, degradation or loss of mobile connectivity by the Donor Operator during the MNP process. Accordingly, XOX shall not be liable to you, or any third party claiming through you, for any loss, damage, cost, expense and/or inconvenience arising out of or in connection with such events during the MNP process.

3. SUCCESSFUL PORT-IN

3.1 Upon successful completion of the MNP process and activation of the Mobile Number on XOX’s network, the Subscriber shall be bound by the applicable terms and conditions governing the selected Plan and Services subscribed by the Subscriber.

3.2 The MNP process strictly applies to the transfer of the Mobile Number only. Any benefits provided by the Donor Operator (including but not limited to airtime, credit balance, rewards, add-ons, content subscriptions and device arrangements) will not be transferred to XOX and shall automatically lapse upon successful Port-in. For the avoidance of doubt, XOX is strictly not liable to provide any compensation or replacement for any such unused monies, credit and/or other benefits.

3.3 You shall remain solely liable for any and all liabilities owed (including but not limited to outstanding amounts, contractual obligations, termination charges and device instalments), past and future, to the Donor Operator. XOX do not accept any responsibility and shall not be liable for or in connection with any of the foregoing.

4. UNSUCCESSFUL OR REJECTED MNP REQUEST

4.1 A MNP Request may be unsuccessful or rejected where:

a)       the Donor Operator rejects the MNP Request;

b)      the Mobile Number is inactive, suspended, barred, terminated or otherwise not eligible for MNP;

c)       the registration or identification information provided does not match the records of the Donor Operator;

d)      You are not the authorised and registered holder of the Mobile Number;

e)      the Mobile Number is subject to outstanding payments owed to the Donor Operator, existing contractual obligations, or any legal, regulatory or operational restrictions;

f)        the required verification or confirmation by the Subscriber for MNP is not completed within the applicable timeframe;

g)       the MNP Request does not comply with applicable regulatory or the Donor Operator’s operational requirements;

h)      XOX reasonably suspects that the MNP Request is fraudulent, unauthorised, or made in bad faith; or

i)        such outcome is due to any circumstances beyond XOX’s control.

4.2 XOX may notify you the outcome of the MNP Request via SMS or such other communication channel as XOX may determine from time to time.

4.3 XOX hereby disclaims any and all liabilities for any rejection, delay or failure arising from or in connection with the Donor Operator’s response, the centralised MNP mobile telecommunication system, regulatory requirements, technical limitations and/or any other circumstances beyond XOX’s control.

4.4 Where a MNP Request is unsuccessful, the Subscriber’s existing mobile service with the Donor Operator will remain unaffected. Notwithstanding the foregoing, any refund request by the Subscriber for payments made to XOX (including but not limited to charges for XOX SIM card and/or eSIM issued to the Subscriber and delivery), shall strictly be subject to XOX's Refund Policy.

5. SWITCH TO OTHER MOBILE SERVICE PROVIDER FROM XOX

5.1 You may Port-out your Mobile Number, subject to the eligibility requirements (i) prescribed for and associated with your subscribed Plan and Services and your specific Mobile Number, and (ii) the applicable laws and regulatory requirements established by the relevant authorities.

5.2 To Port-out your Mobile Number, you must ensure the following conditions are met at the time of your Port-out request:

a)       Your Mobile Number is registered with and verified using MyDigital ID;

b)      Your Mobile Number has been activated for a minimum period of thirty (30) days; and

c)       Your Mobile Number is subscribed to a monthly Plan.

5.3 Upon successful completion of the Port-out, your subscription to XOX’s Plan and Services for that Ported-out Mobile Number shall be terminated.

5.4 Any unused benefits (including but not limited to airtime, credit balance, Data, Talk Time, SMS, free and/or promotional items, and other XOX value added services) associated with your Mobile Number, shall be forfeited in its entirety upon termination, in accordance with the applicable terms and conditions governing your subscribed Plan and Services.

5.5 Where applicable, the termination of your subscription to XOX’s Plan and Services following a successful Port-out shall not release you nor affect any rights or remedies which XOX may have against you, in respect of any outstanding payments or obligations that have accrued before or as a result of such Port-out.

6. VARIATION

6.1 XOX reserves the right to change, vary, amend and/or add portions to these MNP T&C from time to time for any reason, including but not limited to, reflect changes in applicable laws, regulatory requirements, or XOX’s business policies and practices. Please visit XOX’s official channels at https://onexox.my/ periodically to determine any changes, variations, amendments and/or additions made to these MNP T&C.

6.2 Notice of any such amendment or variation may be communicated through such official channels as XOX deems appropriate, or as otherwise required by applicable laws or relevant authorities.

7. GENERAL

7.1 If any provision of these MNP T&C is found to be invalid, unlawful or unenforceable, such provision shall be severed to the extent necessary without affecting the validity and enforceability of the remaining provisions.

7.2 No failure or delay by XOX in exercising any right under these MNP T&C shall constitute a waiver of that right.

7.3 These MNP T&C shall be governed by the laws of Malaysia and you agree to submit to the exclusive jurisdiction of Malaysian courts.

Last Updated on 20^th August 2026