Number Portability - Baptism of fire
On the 1st of April when number portability became active I expected to see long lines at various providers customer service centres but shockingly there where none, at least not in the Nairobi CBD. We expected that there would be huge full and double page advertisements in the newspapers and scantily dressed girls and over dressed boys shoving fliers down our throats, so why hasn't it happened? Some of the offers made no sense and others might have had a negative effect, for example, Orange had a half page advertisement on a postpay offer yet when I called the listed number it went unanswered I then send an email to the address shown, it is 3 days later and I have had no response. The mistake Orange keep making is assuming that they are competing with the rest, they need to acknowledge that they are the underdog and behave accordingly. Safaricom can have a policy not to sell dual SIM phones but Orange do not have the luxury, they objective should be cannibalism. On Sunday I passed by Orange's new customer service centre at the Sarit Centre and was received with the usual cold reception, after spending a minutes working round the very small shop I walked over to talk to a staff member who was seated at a desk "texting" away on a phone oblivious to her surrounding to ask about the new postpay advert that was in the paper. As expected she had absolutely no clue of the advert or even the offer. So why is it that organisations have e-mail and intranets if information from the ivory tower is sent to the branches and floors below using Postal Mail (postive for PMG)? That is the problem with Orange and we do not really expect much better from them, but Safaricom needs to find its footing afresh as their product offerings and customer service is quickly becoming wanting. There reaction to the number portability issue seems to have missed the mark, they are concentrating on attracting new subscribers instead of trying to retain the existing ones. An associate of mine saw the N8 on offer and dragged me along as he applied for the new service, he is an existing postpay customer but because the offer is not available to existing postpay customers he had to cancel his existing contract to take up a new one so as to enjoy the phone offer. I hope the exception report will be tabled at their Monday management meeting so that they can rethink the strategy. I was tempted to do the same but realised it was actually easier to just apply afresh which will resulting in Safaricom making the mistake of thinking that the offer had brought in a new subscriber yet it the the existing ones who are taking additional lines. Safcom will realise this when my bill next month for my main line drops by 90% and the difference in usage moves to the new number. Well as is confirmed yet again, Kenyans are peculiar. Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696
Hi Robert, On the issue of adverts/promos, I gather it may amount to an uncompetitive practice since MNP is really meant as an option to subscribers that need to vote with their feet - should an operator use this to cause churn or crank up its numbers, then something is wrong with the system - they already have the recourse to design and present unique products - if they covertly use MNP or be seen to use MNP to lure customers away from their "home" networks, then the system has flopped before its had a chance to be of any use. So perhaps there are some ethical issues and perhaps no one wants to be the first to stoop so low to use this unfair advantage. On a lighter note, not sure abt this whole MNP process and where were are supposed to go to apply for this - but I gather if we are supposed to go to our "home" networks outlets, it might be in their interest to serve us very quickly and keep the queues short to help manage any damage to their image. I wonder if CCK will maintain stats on these migrations - it should since it already does audit network quality - to share feedback on who decided to port to another NW would help lend credence to such quality tracking... On 4 April 2011 08:30, robert yawe <robertyawe@yahoo.co.uk> wrote:
On the 1st of April when number portability became active I expected to see long lines at various providers customer service centres but shockingly there where none, at least not in the Nairobi CBD.
We expected that there would be huge full and double page advertisements in the newspapers and scantily dressed girls and over dressed boys shoving fliers down our throats, so why hasn't it happened?
Some of the offers made no sense and others might have had a negative effect, for example, Orange had a half page advertisement on a postpay offer yet when I called the listed number it went unanswered I then send an email to the address shown, it is 3 days later and I have had no response. The mistake Orange keep making is assuming that they are competing with the rest, they need to acknowledge that they are the underdog and behave accordingly. Safaricom can have a policy not to sell dual SIM phones but Orange do not have the luxury, they objective should be cannibalism.
On Sunday I passed by Orange's new customer service centre at the Sarit Centre and was received with the usual cold reception, after spending a minutes working round the very small shop I walked over to talk to a staff member who was seated at a desk "texting" away on a phone oblivious to her surrounding to ask about the new postpay advert that was in the paper. As expected she had absolutely no clue of the advert or even the offer. So why is it that organisations have e-mail and intranets if information from the ivory tower is sent to the branches and floors below using Postal Mail (postive for PMG)?
That is the problem with Orange and we do not really expect much better from them, but Safaricom needs to find its footing afresh as their product offerings and customer service is quickly becoming wanting. There reaction to the number portability issue seems to have missed the mark, they are concentrating on attracting new subscribers instead of trying to retain the existing ones.
An associate of mine saw the N8 on offer and dragged me along as he applied for the new service, he is an existing postpay customer but because the offer is not available to existing postpay customers he had to cancel his existing contract to take up a new one so as to enjoy the phone offer. I hope the exception report will be tabled at their Monday management meeting so that they can rethink the strategy.
I was tempted to do the same but realised it was actually easier to just apply afresh which will resulting in Safaricom making the mistake of thinking that the offer had brought in a new subscriber yet it the the existing ones who are taking additional lines. Safcom will realise this when my bill next month for my main line drops by 90% and the difference in usage moves to the new number.
Well as is confirmed yet again, Kenyans are peculiar.
Regards
Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
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You have to go to your intended network. CCK has this helpful web page up that explains how the process should work: http://www.cck.go.ke/number_portablity/index.html On 4 April 2011 08:49, Francis Hook <francis.hook@gmail.com> wrote:
Hi Robert, On the issue of adverts/promos, I gather it may amount to an uncompetitive practice since MNP is really meant as an option to subscribers that need to vote with their feet - should an operator use this to cause churn or crank up its numbers, then something is wrong with the system - they already have the recourse to design and present unique products - if they covertly use MNP or be seen to use MNP to lure customers away from their "home" networks, then the system has flopped before its had a chance to be of any use. So perhaps there are some ethical issues and perhaps no one wants to be the first to stoop so low to use this unfair advantage.
On a lighter note, not sure abt this whole MNP process and where were are supposed to go to apply for this - but I gather if we are supposed to go to our "home" networks outlets, it might be in their interest to serve us very quickly and keep the queues short to help manage any damage to their image.
I wonder if CCK will maintain stats on these migrations - it should since it already does audit network quality - to share feedback on who decided to port to another NW would help lend credence to such quality tracking...
On 4 April 2011 08:30, robert yawe <robertyawe@yahoo.co.uk> wrote:
On the 1st of April when number portability became active I expected to see long lines at various providers customer service centres but shockingly there where none, at least not in the Nairobi CBD.
We expected that there would be huge full and double page advertisements in the newspapers and scantily dressed girls and over dressed boys shoving fliers down our throats, so why hasn't it happened?
Some of the offers made no sense and others might have had a negative effect, for example, Orange had a half page advertisement on a postpay offer yet when I called the listed number it went unanswered I then send an email to the address shown, it is 3 days later and I have had no response. The mistake Orange keep making is assuming that they are competing with the rest, they need to acknowledge that they are the underdog and behave accordingly. Safaricom can have a policy not to sell dual SIM phones but Orange do not have the luxury, they objective should be cannibalism.
On Sunday I passed by Orange's new customer service centre at the Sarit Centre and was received with the usual cold reception, after spending a minutes working round the very small shop I walked over to talk to a staff member who was seated at a desk "texting" away on a phone oblivious to her surrounding to ask about the new postpay advert that was in the paper. As expected she had absolutely no clue of the advert or even the offer. So why is it that organisations have e-mail and intranets if information from the ivory tower is sent to the branches and floors below using Postal Mail (postive for PMG)?
That is the problem with Orange and we do not really expect much better from them, but Safaricom needs to find its footing afresh as their product offerings and customer service is quickly becoming wanting. There reaction to the number portability issue seems to have missed the mark, they are concentrating on attracting new subscribers instead of trying to retain the existing ones.
An associate of mine saw the N8 on offer and dragged me along as he applied for the new service, he is an existing postpay customer but because the offer is not available to existing postpay customers he had to cancel his existing contract to take up a new one so as to enjoy the phone offer. I hope the exception report will be tabled at their Monday management meeting so that they can rethink the strategy.
I was tempted to do the same but realised it was actually easier to just apply afresh which will resulting in Safaricom making the mistake of thinking that the offer had brought in a new subscriber yet it the the existing ones who are taking additional lines. Safcom will realise this when my bill next month for my main line drops by 90% and the difference in usage moves to the new number.
Well as is confirmed yet again, Kenyans are peculiar.
Regards
Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-- Francis Hook +254 733 504561
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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Francis, If you wish to port, you are supposed to visit a retail outlet of the mobile service provider to which you wish to port. For more information, see the frequently asked questions on Mobile Number Portability on the CCK website at http://www.cck.go.ke/number_portablity/index.html As at noon today, 241 porting requests had been made. Best regards, Christopher Wambua Assistant PR Manager Communications Commission of Kenya Waiyaki Way Opp. Kianda School P.O Box 14448 Nairobi, 00800 Tel. +254-20-4242-209 Fax: +254-20-4451866 Email: Wambua@cck.go.ke Website: http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: kictanet-bounces+wambua=cck.go.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+wambua=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Francis Hook Sent: Monday, April 04, 2011 8:49 AM To: Wambua, Christopher Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] Number Portability - Baptism of fire Hi Robert, On the issue of adverts/promos, I gather it may amount to an uncompetitive practice since MNP is really meant as an option to subscribers that need to vote with their feet - should an operator use this to cause churn or crank up its numbers, then something is wrong with the system - they already have the recourse to design and present unique products - if they covertly use MNP or be seen to use MNP to lure customers away from their "home" networks, then the system has flopped before its had a chance to be of any use. So perhaps there are some ethical issues and perhaps no one wants to be the first to stoop so low to use this unfair advantage. On a lighter note, not sure abt this whole MNP process and where were are supposed to go to applBy for this - but I gather if we are supposed to go to our "home" networks outlets, it might be in their interest to serve us very quickly and keep the queues short to help manage any damage to their image. I wonder if CCK will maintain stats on these migrations - it should since it already does audit network quality - to share feedback on who decided to port to another NW would help lend credence to such quality tracking... On 4 April 2011 08:30, robert yawe <robertyawe@yahoo.co.uk> wrote: On the 1st of April when number portability became active I expected to see long lines at various providers customer service centres but shockingly there where none, at least not in the Nairobi CBD. We expected that there would be huge full and double page advertisements in the newspapers and scantily dressed girls and over dressed boys shoving fliers down our throats, so why hasn't it happened? Some of the offers made no sense and others might have had a negative effect, for example, Orange had a half page advertisement on a postpay offer yet when I called the listed number it went unanswered I then send an email to the address shown, it is 3 days later and I have had no response. The mistake Orange keep making is assuming that they are competing with the rest, they need to acknowledge that they are the underdog and behave accordingly. Safaricom can have a policy not to sell dual SIM phones but Orange do not have the luxury, they objective should be cannibalism. On Sunday I passed by Orange's new customer service centre at the Sarit Centre and was received with the usual cold reception, after spending a minutes working round the very small shop I walked over to talk to a staff member who was seated at a desk "texting" away on a phone oblivious to her surrounding to ask about the new postpay advert that was in the paper. As expected she had absolutely no clue of the advert or even the offer. So why is it that organisations have e-mail and intranets if information from the ivory tower is sent to the branches and floors below using Postal Mail (postive for PMG)? That is the problem with Orange and we do not really expect much better from them, but Safaricom needs to find its footing afresh as their product offerings and customer service is quickly becoming wanting. There reaction to the number portability issue seems to have missed the mark, they are concentrating on attracting new subscribers instead of trying to retain the existing ones. An associate of mine saw the N8 on offer and dragged me along as he applied for the new service, he is an existing postpay customer but because the offer is not available to existing postpay customers he had to cancel his existing contract to take up a new one so as to enjoy the phone offer. I hope the exception report will be tabled at their Monday management meeting so that they can rethink the strategy. I was tempted to do the same but realised it was actually easier to just apply afresh which will resulting in Safaricom making the mistake of thinking that the offer had brought in a new subscriber yet it the the existing ones who are taking additional lines. Safcom will realise this when my bill next month for my main line drops by 90% and the difference in usage moves to the new number. Well as is confirmed yet again, Kenyans are peculiar. Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696 _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/francis.hook%40gmai l.com The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications. -- Francis Hook +254 733 504561
participants (4)
-
Andrea Bohnstedt -
Francis Hook -
robert yawe -
Wambua, Christopher