After months of work, MTN said on Friday it has gone live with key data rollover, data transfer and out of bundle (OOB) changes which will allow customers to stay connected the way they choose.
The regulations, as set out by the Independent Communications Authority of South Africa’s End-User and Subscriber Service Charter Regulations, aim to improve customer experiences by tracking bundle usage, giving users the flexibility to buy bundles when they need to.
“This has been an enormous project and we have been working to implement system changes that will not only enhance the experience of our customers but also to put the control in their hands,” says Jacqui O’Sullivan, the executive for corporate affairs at MTN SA.
A phased implementation of the changes began last year December with selected MTN customers receiving notifications when they had depleted or used 50%, 80% and 100% of their monthly data/voice/SMS bundle allocation, or inclusive price plan benefits.
As of February, MTN added more functionality and notifications to raise awareness of the changes and MTN will not be charging any fees for the rollover of unused data.
The new changes include depletion notifications, which put the power in the hands of users to choose the best time to buy another bundle.
From today, customers who make use of data bundles will automatically be barred from going OOB, unless they have opted into OOB. By opting into the OOB rates, customers are giving the operator permission to continue servicing their data demands at OOB rates, which are 49c/MB for MTN prepaid customers while it varies for MTN postpaid (contract) customers.
Postpaid and prepaid customers buying data bundles need to know that their data access will be locked when their bundles run out or expire and only they can unlock it to continue accessing their favourite apps, movies, internet sites and social media channels online.
MTN has also today launched an Auto-Renew bundle option.
Customers will have an option to Auto-Renew their data bundle once it’s used up or expires, so every time the data bundle is depleted, they will automatically be reloaded with another data bundle of the same size and validity. This will be charged from their prepaid airtime or contract usage limits and will help ensure consistent and seamless connectivity at a preferred data bundle rate. Customers will need to select the Auto-Renew option when they purchase their bundle to access this service.
User-friendly “Triggers” have also been designed to assist users at every step of their journey. For instance, a network issued USSD Trigger will assist customers who have opted out of OOB for their data but have sufficient funds available to purchase a recommendation. At 80% bundle depletion the Trigger, which pops up on their screen, gives them an option to buy an Auto-Renew bundle or to change their OOB settings.
DataShare rules, meanwhile, remain unchanged and customers can activate MTN’s data share service as an add-on service free of charge. This offers customers the ability to share inclusive data, once off add-ons and recurring bundles with friends, family and or up to 20 MTN numbers other devices.
MTN has also ensured that its rule and system changes accommodate corporate clients that have a discount or split billing agreements in place.