Questions & Answers - Top questions asked by our subscribers

1. What is the MTN Xtra prepaid Plan?
2. Can I use the roaming service?
3. What is my access days?
4. How do I recharge my phone?
5. How do I check my credit balance?
6. How do I know my current plan?
7. Can't receive calls; caller gets error message of "no is incorrect"
8. Can't send text messages
9. What should I do if my MTN sim card is stolen / lost/damaged?
10. Barred on IVR
11. How do I divert calls from one phone to another?
12. How do I set up voicemail?
13. How do I change my recorded voicemail greeting ?
14. How do I change my voicemail password ?
15. How do I put a call on hold and take a second call?
16. Can't access network
17. Can't receive international calls
18. To restrict calls for some numbers only
19. Don't feel like receiving calls
20. Don't want to make calls
21. Want the location of the cell site to show on the screen of the handset
22. Don't want Pin code again
23. What MTN Recharge card denominations are available?
24. Where can I buy MTN Recharge Cards

1. ISSUE: What is the MTN Xtra prepaid Plan.

Solution::
The MTN Xtra Prepaid Plan allows the subscriber to pay his/her monthly cell phone bill in advance by loading recharge vouchers/cards. All prepaid subscribers have unlimited access to the network if they perform a chargeable event every 90 days. Read More>>

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2. ISSUE: Can I use the roaming service?

Solution:
Roaming service is not available to prepaid subscribers .

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3. ISSUE: What is my access days?

Solution:
For you to remain connected to the MTN network, you will just have to make or receive at least one chargeable call every 90 days. Each time you make or receive calls, send and receive MMS and SMS, brouse the Internet via GPRS, send and receive airtime transfer, etc, your access to the network is extended by another 90 days. You will remain on the network indefinitely if you continue this way.

To confirm if you are still on the network, dial *556#. Read More>>

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4. ISSUE:How do I recharge my phone?

Solution:
You can recharge your prepaid account free. On the reverse of your recharge  card, you will see an area covered in foil. Scratcht off gently to find your secret personal identification number (PIN) Punch *555*1* (enter 12 digit PIN from the recharge card) #
Then press Ok/Yes/Send

This mode of charging is applicable to MTN prepaid customers Only. Read More>>

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5. ISSUE: How do I check my credit balance?

Solution:
You can do this by dialing *556# (Yes/Ok/Send), in which case your Main and Bonus account will be displayed on the screen of your phone, free-of-charge or  write 8 in a text message and send to 131or simply dial 181 free of charge. Follow the voice prompt and your account balance will be sent via text message to your phone free of charge.

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6. ISSUES: How do I know my current plan?

Solutions:
You can write 9 in a text message and send to 131. Your current plan will be sent to your phone via text message. This service is free of charge

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7.. ISSUE: Can't receive calls; caller gets error message of "no is incorrect"

Solution:
Cancel incorrect diverts
By GSM code: ##002# send
By handset menu

Ericsson: menu-settings-call options-divert calls-cancel
Motorola: menu-call related features-call diverting-cancel all diverting
Nokia: menu-call divert-cancel all diverts-select
Sagem: menu-calls-call forward-cancel
Trium: menu-GSM services-call diverting-cancel

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8. ISSUE: Can't send text messages

Solution:
Set message center no, if set check & cancel call barrings
By handset menu, message center no: +234803000000

Ericsson: menu-messages-options-parameters-service center no
Motorola: menu-messages-message settings-message center no
Nokia: menu-messages-message settings-mtn/set 1-message center no
Sagem: menu-calls-message center
Trium: menu-messages-message settings-centre no

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9. ISSUES:What should I do if my phone is stolen / lost/damaged?

Solutions:
Solution:
There are two ways you can replace your lost or damaged SIM
1. Over MTN Website
You need to buy a brand new prepaid SIM Pack at the cost of N380. Visit the MTN Customer Service website and click on Welcome Back. Form, answer test questions, fill and submit. Your SIM will be ready for use after 48 hours of submitting your request.
Click I want to do sim swap

2. Over the phone
You can contact the MTN Customer Service on 180 to supply the new phone number for the swap, answer some test questions and provide an alternative number for feedback purpose after the completion of SIM swap.

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10. ISSUE: Barred on IVR

Solution:
Dial 181 from your phone and follow the voice prompt to unbar your line. This service is free of charge.
You can also call 180 for help.

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11. ISSUE: How do I divert calls from one phone to another?

Solution:
Set diverts
By GSM code Divert all calls: **21*number#send/yes/ok
By handset menu

Ericsson: menu- settings-call options-divert calls
Motorola: menu-call related features-call diverting-select option-input no
Nokia: menu-call divert-select option-activate-other no-input no
Sagem: menu-calls-call fwd-select option-activate
Trium: menu-GSM services-call diverting-select option-input no.

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12. ISSUE: How do I set up voicemail?

Solution:
Dial 100 and follow instructions

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13. ISSUE:How do I change my recorded voicemail greeting?

Solution:
Dial 120 and follow the instructions

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14. ISSUE: How do I change my voicemail password

Solution:
Dial 110 and follow the instructions

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15. ISSUE: How do I put a call on hold and take a second call?

Solution:
Activate call waiting/holding
By GSM code *43# send/yes/OK
By handset menu
Ericsson: menu-settings-call options-call waiting-activate
Motorola: menu-call related features-call waiting#e4eff2ng-on
Nokia: menu-settings-call settings-call waitingoptions-activate
Trium: menu-GSM services-call waiting-activate

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16. ISSUE: Can't access network.

Solution:
Switch off the phone and switch it on and do a Manual network Search
(i) For a Motorola Handset:
From the Menu-scroll down-Network Selection-OK-Available network-OK-621-30 or MTN NG would appear on the handset
(ii) For a Nokia Handset
From the menu-scroll down -Setting-OK-Scroll down -Phone setting -OK Scroll down -Network selection -OK -Available Network -OK
(iii) For an Ericsson Handset
From the Menu -Scroll down -Setting -OK -Scroll down -Network -OK

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17. ISSUE: Can't receive international calls.

Solution:
How did you dial the number? Was the first Zero included? The first Zero shouldn't be included when making an International call to a mobile phone.
The following format should obtain when making an international call +2348033000000

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18. ISSUE: To restrict calls for some numbers only.

Solution:
Solutions varies on the type of handset.

For example
(i)A Motorola handset:
From the Phone book-OK-Personal numbers-scroll down to fixed dialing-OK- View fixed dial list-scroll down to setup fixed dialing-OK- Enter Pin2
(ii)A Nokia 3310 handset:
From Setting- OK-scroll down to Security settings-OK-scroll down to-Fixed Dialling-Click OK on ON
(iii) An Ericsson T20s handset From Setting-OK-scroll down to Call Options-OK-Restrict number
*Note that without some numbers stored the fixed dialling wouldn't work

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19. ISSUE: Don't feel like receiving calls

Solution:
Do you want to change the default barring Code, which is 0000. To have your own personal Barring code. The following GSM code is given for the change: **03*330*old barring code(0000)*new barring code*new barring code# OK
After which you should bar your incoming calls in this format:
*35*barring code# OK
and to cancel the barring #35*barring code# OK
and to check status *#35#OK.

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20. ISSUE: Don't want to make calls

Solution:
Change the default barring code from 0000 to the one you prefer with the GSM code.
After which you bar your outgoing calls in the format below:
*33* barring code#OK
and to cancel the barring #33*barring code#OK
and to check for the status*#33#OK
*Note that the call barring wouldn't work if the sub has a divert on his phone

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21. ISSUE: Want the location of the cell site to show on the screen of the handset.

Solution:
Steps varies on the handset. For example:
(i) A Motorola Handset:
From the menu-scroll down to Messages-OK-than scroll down to Cell broadcast-OK-turn it on. And enter channel 50.
(ii) A Nokia 3310 Handset:
From the Menu-scroll down to Setting-OK-Scroll down Phone settings-OK Scroll down to Cell Info-turn it on, and enter the channel, 50.
(iii) A Trium Handset:
From the Menu-scroll down- Broadcast-OK-turn it on, and enter the Channel 50
(iv) An Ericsson Handset:
From the menu- scroll down-Messages-OK-scroll down -Options-OKScroll down- Cell Broadcast.

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22. ISSUE: Don't want Pin code again

Solution:
Varies on Handset.
(i)A Motorola Handset:
From the Menu -scroll down -Phone Setup -OK -Scroll down -Required SIM card
PIN -OK, then switch it off
(ii) A Nokia Handset:
From the Menu -Scroll down -Settings -OK -Scroll down -Security setting -OK
Pin code request should be off
(iii) An Ericsson Handset From the Menu -Scroll down -Settings OK -Scroll down -Locks OK Pin code request should be off

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23. ISSUES:What MTN Recharge card denominations are available?

Solution:
N100.00 inclusive of VAT
This provides N100.00 worth of value to all customers on the MTN Network.
N200.00 inclusive of VAT
This provides N200.00 worth of value to all customers on the MTN Network.
N400.00 inclusive of VAT
This provides N400.00 worth of value to all customers on the MTN Network.
N750.00 inclusive of VAT
This provides N750.00 worth of value to all customers on the MTN Network.
N1500.00 inclusive of VAT
This provides N1500.00 worth of value to all customers on the MTN Network.
N3000.00 inclusive of VAT
This provides N3000.00 worth of value to all customers on the MTN Network.
N6000.00 inclusive of VAT

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24. ISSUES: Where can I buy MTN Recharge cards?

Solutions:
You can buy MTN recharge  cards at MTN Service Centers, Connect Stores selected retailers, supermarkets and garages.

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