Pay as you GO - Instant access, instant answers

1. What is the Pay As you GO?
2. What is a Booster card?
3. Can I use the roaming service?
4. What is my credit limit?
5. How do I recharge my phone?
6. How do I check my credit balance?
7. How do I know my validity date?
8. How can I migrate to contract (Business Time)?
9. What should I do if my phone is stolen / lost?
10. How are calls calculated and charged?
11. What are the "allinone" card denominations available?
12. Where can I buy a "allinone" card?
13. Do you have a phone directory?
14. How do I load my 'allinone" (recharge) card into my phone?
15. I loaded a card three times and I'm barred. How do I unbar myself?

1 ISSUE: What is the Pay As you GO?

Solution: Allows the subscriber to pay his/her monthly cell phone bill in advance by loading recharge vouchers/cards. Access and Airtime is purchased on a recharge card called 'allinone' - various denominations are available.

Pay As you GO - Recharge Your Phone

From 14th April, 2003 You will only be able to recharge your phone by dialing:

*555*1*(12 digit PIN No.)#YES/OK

With effect from 14th of April, this will be the only way to recharge your phone.

No commands, no voice prompts, no hassels!

2 ISSUE: What is a Booster card?

Solution:
A Booster card gives the customer the option of making calls at a cheaper tariff. This option does not offer the customer an itemised bill or invoice.
Booster cards provide no additional airtime or access, a reduction in calls is only provided. Booster cards provide a discount for a consecutive 30 day period whether you have access remaining on the prepaid account or not. If loading a booster card of the same denomination the discount period gets extended (the days are added to the balance remaining on the account)
If loading a booster card of a smaller denomination the system will prompt the user to wait till for the expiry of the discount period remaining on the account before loading the card (not yet available)

3 ISSUE: Can I use the roaming service?

Solution:
Roaming service is not available to prepaid subscribers.

4 ISSUE: What is my credit limit?

Solution:
Prepaid subscribers may load an unlimited amount of 'allinone' card. The call value is added to the balance remaining on the prepaid account however access days can only be accumulated to a maximum of 60 days.
Credit limit is reached when balance is zero - no more chargeable calls can then be made till another card is loaded. Free calls, as indicated on the tariff table above, can still be made. Should subscriber still have access days remaining calls can still be received.

5 ISSUE: How do I recharge my phone?

Solution:
You can recharge your prepaid account free. There are 2 options

a) On the reverse of your all in one card, you will see an area covered in
foil. Scratch it off to find your secret personal identification number,
PIN.
Punch *555*1* (enter 12 digit PIN from all in one card) #
Then press Ok or Green Phone

This mode of charging will for now only be applicable to Pay as you Go
subscribers recharging an "all in one" card.

Subscribers recharging a Booster Card will be required to call 555 and
follow instructions at the back of the booster card..

b) On the reverse of your all in one card, you will see an area covered in
foil. Scratch it off to find your secret personal identification number,
PIN.
Press 555 and then the dial (or yes or ok) button. Listen to the voice
prompt. Press 1. Listen again. Then punch in your secret PIN followed by the
# button. Listen to make sure that you have loaded the correct PIN. Then end
the call

6 ISSUE: How do I check my credit balance?

Solution:
You can do this by pressing *556# dial, in which case the information can be read off the screen of your phone, free-of-charge or simply pressing 556 dial (which is charged at N6.00 per minute)

7 ISSUE: How do I know my validity date?

Solution:
This is stated on your card. You can also Dial 556 to find out the balance remaining on your prepaid account (Boostercard balance, outgoing call value & access days remaining on your prepaid account. This service is half price (N3) to pay as you go subscribers that have a boostercard loaded and in use (regular tariff users are charged: N6).

8 ISSUE: How can I migrate to contract (Business Time)?

Solution:
This will require that the customer does all the necessary applications (agreements & deposits) and only thereafter will the de/reactivations be done. Once approved, the customer will be required to purchase a BusinessTime starter pack. The prepaid account will then be deactivated from the current SIM on PPAS, and no airtime or access will be carried over to the contract account, and then sent through for activation to the contract SIM (BusinessTime). In this case the quarantine period is affected since the number is not sent through to be quarantined, but rather it is re-used.

9 ISSUE: What should I do if my phone is stolen / lost?

Solution:
All risk in and to SIM cards supplied and delivered by MTN to the subscriber shall pass to the subscriber on delivery. If a SIM card is lost, stolen or damaged, the subscriber shall immediately notify MTN in writing and until such notification, the subscriber shall remain liable for all costs and charges pertaining to such SIM card and shall bear the risk should any airtime and access remaining on his/her account be used.
MTN shall as soon as reasonably possible, issue to the subscriber a replacement SIM card and requires the subscriber to effect payment of N2500 in respect of issuing such replacement (Welcome Back Pack will retail at N2500). SIM swops will be done using the Welcome Back Pack (discussed in point 2 PACKAGING). Proof of purchase can be provided in the following way:

• The CPD document that is given to the customer
• The customer has to provide the 'old' SIM (in cases where the CPD is not available - this is obviously impossible in cases of theft)

10 ISSUE: . How are calls calculated and charged?

Solution:
All calls are calculated and charged in units of 60 seconds for the first and subsequent minutes. In the event that the subscriber uses any part of a unit the subscriber shall be liable for the full charge in respect of that unit. All prices and charges set out are inclusive of VAT.

11 ISSUE: What are the"allinone" card denominations available?allinone (prepaid cards)

Solution:
N500 incl. vat
This provides calls to the value of this card and 5 days access. This card is not for sale and will only be included in prepaid starter packs
N1500 incl. vat
This provides calls to the value of this card and 15 days access
N3000 incl. vat
This provides calls to the value of this card and 30 days access
N6000 incl. vat
This provides calls to the value of this card and 60 days access
Value (prepaid cards)
N4000 (Gold Boostercard)
This card allows all calls to be discounted by 50% from the time that this card is loaded for a consecutive 30 day period

12 ISSUE: Where can I buy "allinone" cards?

Solution:
You can buy "allinone" cards at selected retailers, supermarkets and garages.

13 ISSUE: Do you have a phone directory?

Solution:
DIRECTORY ENQUIRIES: COLLECTING, CAPTURING AND DELETING
The maintenance of the Directory Enquiries database will be the responsibility of MTN's customer services department. The following information (fields) will be captured:

• Title
• First Name
• Surname
• Physical address including area code
• Date of birth (YYYY/MM/DD)
• MTN Cellphone number

The info will be collected in the following ways:

• The customer is to complete the registration form included in the starter pack and place this in the boxes located in certain MTN Friendship Centres and select MTN outlets.
• Subscribers are requested to allow 4 weeks for registration.

Records will only be updated or deleted when requested in writing by the subscriber to MTN's fax distribution center

Solution:
You can load your allinone card for free. There are 2 options

a) On the reverse of your all in one card, you will see an area covered in
foil. Scratch it off to find your secret personal identification number,
PIN.
Punch *555*1* (enter 12 digit PIN from all in one card) #
Then press Ok or Green Phone

This mode of charging will for now only be applicable to Pay as you Go
subscribers recharging an "all in one" card.

Subscribers recharging a Booster Card will be required to call 555 and
follow instructions at the back of the booster card..

b) On the reverse of your all in one card, you will see an area covered in
foil. Scratch it off to find your secret personal identification number,
PIN.
Press 555 and then the dial (or yes or ok) button. Listen to the voice
prompt. Press 1. Listen again. Then punch in your secret PIN followed by the
# button. Listen to make sure that you have loaded the correct PIN. Then end
the call

15 ISSUE: I loaded a card three times and I'm barred. How do I unbar myself?

Solution:
You can simply do this by calling customer service on 180 from an MTN line and 0803 10 180 from any other line.

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