Business as usual, answer your questions, enjoy our network

1. What is Biz Time (Contract)?
2. Do I need a booster card?
3. How can I use the roaming service?
4. How do I make calls in the country I am roaming?
5. How do I call a number outside the country I am roaming?
6. How are my calls charged when I'm roaming?
7. Can I send and receive SMS (Short Message Service) while roaming?
8. Can I receive a call from a foreign country while roaming?
9. How do I divert calls when roaming?
10. How do I retrieve messages while roaming?
11. Do I get separate bill while abroad?
12. Do I still use my own cell phone while roaming in USA?
13. How do I get my bills?
14. I want to unbar my phone for roaming and international calls?
15. Do I have credit limits?
16. How do I pay my bills?
17. Can I be suspended from the network?
18. What should I do if my phone is stolen / lost?
19. Can I migrate to Pay as you go?
20. Can I get a unique phone number?
21. Do you have a phone directory?
22. How are calls calculated and charged?
23. How do I make enquiries regarding my monthly bills?

1 ISSUE: What is Biz Time (Contract)?

Solution:
Allows the subscriber to pay his/her monthly cellphone bill in arrears. This package offers lower per minute rates with a subscription payable monthly. This option offers the customer an itemised bill (on request) and an invoice.

2 ISSUE: Do I need a booster card?

Solution:
No you don't need a boaster card. Booster cards are only used by Pay as you go subscribers to lower call rates. This package already offers lower per minute rates.

3 ISSUE: How can I use the roaming service?

Solution:
International Roaming (SECURITY DEPOSIT REQUIRED)
See the world!
Stay connected on one number!With MTN's International Roaming facility you need never be out of touch. You can use your cellphone to make and receive calls all over countries with whom MTN has concluded roaming agreements. You'll be available on one number, and there's no need to search for foreign phone booths or puzzle over how foreign phone systems work. What's more, you won't have to pay costly hotel telephone charges when you're overseas either. Just use your cellphone and save on precious foreign exchange - your bill is payable in Nigeria
Before you Go
Contact your MTN at least a week before you go to request that the bar on international dialing and roaming to be lifted MTN will request a deposit.

4 ISSUE: How do I make calls in the country I am roaming?

Solution:
Making calls To call a number in the country in which you are roaming:
Dial: Area Code and Telephone number and (Green phone/send/OK/Yes)
(Just as you would make a national call in Nigeria)

5 ISSUE: How do I call a number outside the country I am roaming?

Solution:
To call a number outside the country in which you are roaming, i.e. an international call:
Dial: Outgoing Code (+) and Country Code and Area Code (drop 0) and Telephone Number and (Green phone/send/OK/Yes)
e.g. Calling a number in Port Harcourt would require you to key in:
+ 234 84 301 6000 and (Green phone/send/OK/Yes)
+ is the standard outgoing code for all countries
234 is the country code for Nigeria
84 is the area code for Port Harcourt (drop the 0)
301 6000 is the phone number you are calling

6 ISSUE: How are my calls charged when I'm roaming?

Solution:
Your calls are charged at the network operator's tariff plus a roaming fee.
Remember: Retrieving Voicemail and Faxmail messages are only charged N10 within the borders of Nigeria. Once you leave the Country (International Roaming) you will be subject to the foreign operator's rates for receiving and retrieving messages.

7 ISSUE: Can I send and receive SMS (Short Message Service) while roaming?

Solution: You are able to send and receive SMS (Short Message Service) while roaming.

8 ISSUE: Can I receive a call from a foreign country while roaming?

Solution:
Receiving a call from a foreign country while roaming:
If somebody calls you from a foreign country while you are roaming, the caller will reach you via Nigeria by dialing the same number they would dial when you are in your home country (Nigeria).
Even though you are roaming, callers would dial for example:08032122620 if the caller phones from Nigeria or +2348032122620 if calling you from another country.
Cost: The caller will pay for the international link to Nigeria, and you will pay for the international link from Nigeria to the country in which you receive a call. This applies even if the caller is in the country you are visiting.

9 ISSUE: How do I divert calls when roaming?

Solution:
Receiving a call from a foreign country while roaming:
If somebody calls you from a foreign country while you are roaming, the caller will reach you via Nigeria by dialing the same number they would dial when you are in your home country (Nigeria).
Even though you are roaming, callers would dial for example:08032122620 if the caller phones from Nigeria or +2348032122620 if calling you from another country.
Cost: The caller will pay for the international link to Nigeria, and you will pay for the international link from Nigeria to the country in which you receive a call. This applies even if the caller is in the country you are visiting.

9 ISSUE: How do I divert calls when roaming?

Solution:
To Divert Calls when you are Roaming
Divert all calls unconditionally to Voicemail before you leave:**21*174 + last 7 digits of msisdn# (Green phone/send/OK/Yes)
Divert all calls you don't answer, when your phone is switched off, or when your number is busy:*61*174 + last 7 digits of msisdn# (Green phone/send/OK/Yes)
Cancel any above divert options:
##002# (Green Phone/send/OK/Yes)
Remember: If you do not divert or bar your incoming calls, you will be charged international rates for calls that won't reach you when your phone is switched off, busy or unanswered.

10 ISSUE: How do I retrieve messages while roaming?

Solution:
Retrieving your Messages while Roaming
To retrieve calls diverted to your Voicemail
Dial: +234 803 100 xxx xxxx (enter the last seven digits of your cellphone number, then (Green phone/send/OK/Yes)
Enter your Voicemail password (must be set up while in Nigeria)If you have never set up your own password, it is 1234.

11 ISSUE: Do I get separate bill while abroad?

Solution:
No. International calls you make or receive while roaming will appear on your normal monthly invoice you receive from MTN.

12 ISSUE: Do I still use my own cell phone while roaming in USA?

Solution:
Because of the differences in GSM frequency, you will require a cellphone that is compatible with the USA frequency. Although the cellphone changes, your SIM card and monthly bill stay exactly the same. MTN will advise on where to hire a cellphone.

13 ISSUE: How do I get my bills?

Solution:
INVOICES & ITEMISED BILLING
Customers will be required to collect their INVOICE by the end of each month at MTN's premises.
Itemised Billing:The subscriber is to request that an itemised bill accompany the monthly invoice in his/her subscriber agreement. In the event that the subscriber did not request this service in his/her subscriber agreement and wishes to receive an itemised bill he/she is to put his/her request in writing, specifying the term (from which date) and duration (once-off request or always to accompany the monthly invoice). This request is to be accompanied by the subscriber's passport - both documents can be faxed to MTN's distribution centre. The itemised bill is to be collected by the subscriber and signed for at point of collection.

14 ISSUE: I want to unbar my phone for roaming and international calls?

Solution:
The SIM Card shall be barred from making calls to and from any place outside Nigeria (international calls and international roaming), and will only be unbarred for a specified period on written request by the subscriber to MTN. At least five working days before the specified date of unbarring and in the form as may be prescribed by MTN from time to time. MTN reserves the right to refuse to unbar the SIM Card and will require the subscriber to first provide a security deposit of N25000 & N50000 for International calling and Roaming respectively - before the SIM card is unbarred. In the event that the customer already has International calling available i.e. he has already covered the deposit payable, then a Roaming deposit of N50000 is required. Should he/she require that both be lifted (International Calling & Roaming) at the same time then a total of N75000 is required.

15 ISSUE: Do I have credit limits?

Solution:
This credit limit restricts the subscriber from exceeding a predetermined amount of all charges (which include connection charges, monthly service charges, usage charges and any other charges pertaining to he provision of the Network Services, SIM cards, and any other services however described by MTN to the subscriber). Should the subscriber reach his/her credit limit (determined by MTN), then the subscribers service will be suspended. The subscriber will be required to provide an interim payment determined at his/her discretion, thereafter his/her service will be re-connected to utilise the difference between the amount owing and the set ceiling. No reconnection fee is payable if the subscriber is suspended when reaching his/her credit limit with in 21 days that the invoice is payable i.e. within 21 days from date of the relevant invoice.
Credit Limits shall equal the up-front deposit required from the customer, unless otherwise specified by the customer i.e. the customer may request that the credit limit amount be set lower than the deposit requested by MTN (the suspension of the account should therefore be activated at the credit limit amount, being the lower amount as specified by the customer). MTN has recommended a deposit of N25000 however, should the subscriber require an increase to his/her credit limit this can be effected by providing MTN with a deposit amounting to the contemplated limit (the contemplated limit being the credit limit requested by the customer)
.Any credit limit increase will only be effected after any amount payable (outstanding charges) on the account have been paid in full. The difference between the initial deposit and the newly requested amount can then be increased.

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16 ISSUE: How do I pay my bills?

Solution:
The subscriber shall effect payment to MTN:Of monthly service charges, monthly in advance, and of all other charges, monthly in arrears, in either event in full, within 21 days from date of the relevant invoice.
At MTN's premises or at other intermediary specified by MTN. The monthly statement (bill) shall be sent by MTN to the subscriber at the address supplied by the subscriber in the agreement or in writing to MTN. It shall be the duty of the subscriber to check the bill in order to ensure that the contents thereof are correct. Unless query is raised in respect of the contents of a bill within 30 days from the date thereof, the contents thereof shall b deemed to be correct.
In the event of the subscriber failing to effect payment of any amount owing by him to MTN on due date, the subscriber shall be liable to effect payment of interest to MTN on the amount so owing, at the Prime Rate from due date to date of payment. ('Prime Rate' means a rate of interest per annum which is equal to the Standard Charter Bank of Nigeria Limited's, published minimum lending overdraft rate of interest per annum plus 3%, compounded monthly in arrears. And charged by such bank on the secured overdrawn current accounts, of its most favoured corporate clients. In the private sector from time to time.
In case of a dispute as to the rate so payable any manager or assistant manager of the said bank, whose decision shall be final and binding on the parties, shall certify the rate).

17 ISSUE: Can I be suspended from the network?

Solution:
MTN may at any time, without notice to the subscriber and in any manner whatsoever, suspend the subscriber's access to the network services in the event that: -

• The subscriber fails to perform any of his obligations, or breaches any terms of this agreement including a failure to pay any amounts owing to MTN on due date.
• The subscriber at any time exceeds the credit limit which MTN, may in its absolute discretion set and notifies the subscriber of, from time to time.

RECONNECTION FEE
MTN reserves the right to require the subscriber to effect payment of a N2500 reconnection charge pursuant to the restoration of network services suspended in the circumstances contemplated above (discussed in SUSPENSION).
In the event that the subscriber's access to the network is suspended, the subscriber shall still be liable for the monthly service charges during any such period of suspension.

18. 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.
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. Such loss, theft or damage and/or the issue of a replacement SIM card and/or allocation of a new MSISDN for any reason, shall in no way be deemed to constitute a termination of the agreement which shall continue to be full force and effect. SIM swops will be done using the Welcome Back Pack (discussed in point 3 PACKAGING). No SIM swop will be done without any proof of purchase. 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)
• Passport to confirm details on flagship

19. ISSUE: Can I migrate to Pay as you go?

Solution:
Yes. The subscriber will be required to pay all outstanding charges and complete the full 30 day notice period. Thereafter he/she will be required to purchase a golden number starter pack (this is the prepaid starter pack that has no msisdn associated with it) and a deactivation will be done on flagship - a 'manual activation' will be done via flagship to PPAS. The quarantine period will therefore be affected since the number although it is de-activated on the flagship contract system the number is not abandoned, but re-used immediately.

20. ISSUE: Can I get a unique phone number?

Solution:
Yes. A Golden number is an msisdn that a customer determines as unique. A Golden number will be any number that is available in the system:

• Not any number already activated to a starter pack
• Not any number already activated to any contract subscriber
• Not any number already allocated to the fulfillment area to be packed with a prepaid starter pack

No differentiation will be made to the regular 'contract' starter packs and Golden number Starter packs as both will be available at selected distribution outlets anyway without any msisdn pre-linked (no pre-activated 'contract' starter packs will be available). The customer will be required to pay a premium for the number however of N40 000.
Requesting a msisdn
Customers will be required to specify at least 3 possible msisdn's. The msisdn's should be listed in rank order i.e. to cater for cases where an msisdn is not available, the availability of a 2nd or 3rd choice should also be checked. The salesperson/administrator will insert the msisdn chosen and flagship should confirm whether this msisdn is available. If available, the activation screen should come up prompting the activation process. If not available, flagship is to notify the user/administrator.
Activation of the MSISDN Regular contract msisdn/SIM activation process.
Activation process:

• Fields to specify MSISDN
• System to check availability
• If available, activation screen to pop-up, prompting SIM number that is be associated/linked to be inserted
• Account active 24 hours later

21. 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 in the DQ box located in at MTN Friendship Centres and other select dealers.
• Registration only takes place after 4 weeks

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

22. 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.

23. ISSUE: How do I make enquiries regarding my phone bills?

Solution:
You may visit a Friendship Centre or dial 180 from your MTN mobile phone or 0803 10 180 from any other phone.

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