What’s the validity of prepaid plans?
All prepaid plans are valid 30 days besides the 15GB and 20GB plans which are valid 60 days.

What happens if at the end of validity of the bundle the prepaid user does not have enough credit to renew the bundle?
If a prepaid user at the end of validity period doesn’t have enough credit to renew the Smart Choice Data bundle chosen, it will be charged the Gp20/MB rate. If within a period of 90 days the credit reaches enough balance, then the Smart Choice Data bundle will be reactivated. After 90 days the customer’s plan is removed.

If a customer has a device out of warranty which becomes faulty, can they stop paying for the device bolt-on?
No, the device bolt-on needs to be paid for the full 12 or 24 months, unless the customer pays for termination charges.

Can a customer request a smartphone device with Smart Choice Data?
Yes the same device bolt-onscan be used to request a smartphone instead of a data-only device. With Smartphones though the MRC rule of smart choice data applies.

Can a prepaid user be provisioned to a device bolt-on?
No, devices bolt-ons are only for hybrid and post-paid users.

Do SMS bolt-on renew monthly ?
Sms bolt-on can be renewed monthly if provisioned and the charge appears on bill. When subscribed it will be charged against primary balance and last 30 days, then it won’t be renewed.

Can my customer migrate to Smart Choice if they still have some months left in their contract?
A customer to migrate to Smart Choice needs to terminate their existing contract, or pay off the termination fees, and then take a new Smart Choice contract that will last 12 or 24 months.

Can an existing customer on a data-only sim plan subscribe to a bolt-on?
No, the Smart Choice Data and sms bolt-on work only on customers provisioned on Smart Choice Data plans. Smart Choice bolt-on don’t work on Smart Choice Data plans, and Smart Choice Data bolt-on don’t work on Smart Choice plans.

What is the charge per SMS if a customer does not have a SMS bolt-on?
The charge is 0.0045Gp per SMS.

What is the out of bundle charge per MB if a customer does not have a data bolt-on?
The charge is 0.20Gp per MB.

How can customers remove the Smart Choice Data plan?
Customers can unsubscribe from a base plan or SMS bolt-on via the provisioning team only to enable us to have full control over our customer base activity

When can a customer migrate to a higher data allowance?
A customer cannot migrate up a base bundle during a month but needs to wait for the 24th of the month to be migrated, with a new billing cycle where there will be full charging and full data allowance. Migrations need to be handled by the provisioning team only on this date.

Can a customer migrate from a higher data allowance to a lower one?
The customer can migrate down only if they have not taken a device bolt-on.

Can users subscribe to more data or SMS bolt-ons simultaneously?
Data bolt-on: users need to finish off a data bolt-on before he can subscribe to another one. SMS bolt-ons can be subscribed multiple times concurrently.

Can the data bolt-on cross a billing cycle – e.g. if the customer subscribes on the 22nd of the month?
Yes, the data bolt-on last 7 or 30 days and can cross over a billing cycle. This is also valid for the 30days SMS bolt-ons.

If a customer has a data bolt-on, will his data consumption use the base monthly plan allowance or the bolt-on allowance?
The 7 days bolt-on allowance takes priority over the base monthly plan allowance. So if a customer has a 100MB of bolt-on and 500MB of base plan, the allowance of the bolt-on will be used first, and when exhausted the base plan allowance will start to be used

How can I bundle as a hybrid customer ?
*528#(Voice & Data) or *5959#(Data only)

Length of the contract
The contract lasts 12 months unless the customer is taking a 24 months device bolt-on

Who can I speak to when I want to change my bundle plan?
Contact your Account Manager
Visit any Retail shop
Email to
Service Manager

Can I change my monthly bundle plan?
Yes but this will need to come as a request from your company to your Account Manger. Alternatively, you can purchase add onson *528#

What do I do if I am being charged from my primary account instead of my corporate bundle?
Call 0800 10000 or
Visit any Retail shop
Email to
Service Manager
Contact my Account Manager

What do I do if my CUG is not working?
Call 0800 10000 or
Visit any Retail shop
Email to
Service Manager
Contact my Account Manager

What qualifies me to be under CUG?
If the corporate package purchased by my organization has CUG indicated as part of the product offering

Does CUG expire?

Which people are in my CUG group?
People in my organization under our corporate account

Do I pay for CUG?

What is CUG?
CUG is also known as the closed user group, which refers group of people who are not charged for calls made in that group

I’m a new customer…if I subscribe for a Data only service will I get a handset?
No, you will not get a handset if you subscribe to a data only service. However, if you subscribe to a Voice only or Data + Voice service you will receive a handset. Subsequently, if you request for additional voice service you will have to purchase a handset at any of our retail shops.