Y ello Welcome to MTN. Here s everything you need to know about SA s Bozza network. 1
Table of Contents Simply click on the section to navigate to the respective page. 1. The MyMTN app 2. Usage limits 3. How to read your bill 4. International calling 5. International roaming 6. Device insurance 7. Recharging 8. MTN Loyalty programme 9. MTN Play 10. SIM swap 11. MTN after sales and subscriber T s and C s 12. Contact info 1 2 3 5 6 8 9 11 12 13 15 16 Click on this icon on any page to navigate back to this table of content -
The MyMTN app Be in control of your account at all times with all the basics at your fingertips on our MyMTN app. Buy voice and data bundles View balances Monitor spending Manage your usage limit Make payments Manage your accounts Download the free app from Google Play or the App Store by searching for MyMTN 1
Usage limits Stay in control of your spend Your usage limit manages the airtime, SMS s or data available beyond your subscription or recurring bundles. Set your usage limits to prevent a shock when your bill arrives, and to avoid the hassle of recharging. There are two limits to set: 1. As the primary account holder Account Holder Usage Limit (AHUL) This is what you set to control all the lines under your account. You can change your limit by going into any MTN store or contacting our call centre on 136 from your MTN sim, or on 083 136 from other networks. You can also change your limit by heading to my MTNContract. 2. As the subscriber Subscriber Usage Limit (SUL) This gives you more control of how much you spend on each specific line under your account. This amount can t exceed the limit set by the account holder. You can change your limit on the MyMTN app or by dialling *136*5#. Reached your limit? Don t worry, the Bozza network has you covered. Here s what to do if you reach your SUL limit: Increase your usage limit via the MyMTN App or dial *136*5# Recharge with bundles. For more info, head here. 2
How to read your bill Every month you ll receive a statement which gives you an overview of your account, as well as an invoice with the details of the month s spend. For every primary mobile number you have on your account, you receive a tax invoice. TAX INVOICE Mobile Telephone Networks (Pty) Limited 216 14th Avenue, Fairland, Roodepoort, 2195 Private Bag 9955, Cresta, 2118 MTN Reg. No.: 1993/001436/07 VAT Registration No.: 4630140434 CUSTOMER CARE ENQUIRIES Tel: +2783135 Tel: 135 (free from MTN cellphone) E-mail: customercare@mtn.co.za Website: www.mtn.co.za These are our customer care details. Here s your billing address. If it s wrong or needs to be updated, please give us a call on 135. Sample Name Sample Name 1 Stational Road Rosslyn Pretoria South Africa 0180 VAT REG. NO.: INVOICE NO.: ACCOUNT NO.: INVOICE DATE: CELLPHONE NO.: NAME: E703109678 A5397048 11/02/2018 XXX XXX XXXX Sample Name Here are your personal details. R149 CHG+(250MB FOR 24MTHS) DATE TRANSACTION AMOUNT This is where you ll find info on your package, as well as any additional services you ve subscribed to. Standard Services currently available on your package: BASIC DATA AND FAX BASIC TELEPHONY CALLING LINE IDENTITY Broadband 250MB PROMO SERVICE FEE MOBILE ORIGINATING SMS ADDITIONAL SERVICES YOU HAVE LISTED: BIS CONFERENCE CALLING PACKET SWITCHED DATA ALLOW INTERNATIONAL ROAMING ALLOW INTERNATIONAL DIALLING ITEMISED BILLING LTE VAS SERVICE MMS VOICE AND FAX MAIL Unless a query is raised in respect of the contents of this bill within 30 days from the date thereof, the contents shall be deemed to be correct. Please note all disputes which have not been resolved by MTN may be referred to the Ombudsman at info@lemao.co. za and or 083 209 2677 / 083 209 2678 21/10/2014 CALL CHARGES 66.78 21/10/2014 MULTI MEDIA MESSAGE 1.58 21/10/2014 SHORT MESSAGE 18.48 21/10/2014 PACKET SWITCHED DATA CALLS 0.04 21/10/2014 250MB BUNDLE DISC -51.75 21/10/2014 BROADBAND 250MB 51.75 21/10/2014 BLACKBERRY INTERNET SERVICE HIGH 51.75 21/10/2014 CALL LINE IDENTITY MONTHLY FEE 7.89 21/10/2014 SERVICE FEE ITEMISED BILLING 18.86 21/10/2014 CLI MONTHLY DISCOUNT -7.89 21/10/2014 MTN 750 SUBS FEE 657.89 21/10/2014 PROMO SERVICE FEE 130.70 TOTAL EXCLUDING VAT 946.08 VAT AT 14.00% 132.46 TOTAL R 1078.54 LAST SIX BILLING PERIODS 04-2014 05-2014 06-2014 07-2014 08-2014 09-2014 R 1067.51 R 1141.55 R 1229.19 R 1960.27 R 1777.03 R 1384.28 AVERAGE SPENT R 1426.65 This is a breakdown of the once-off and recurring usage and charges. This is total transaction amount with tax included. These are your invoices from the last six months as well as your average spend. MTN Sky offers Unlimited Local Calls, Unlimited Local SMSs and Uncapped Data neatly packaged with the latest handsets and lifestyle benefits Here are MTN s banking details. MTN Bank Details: ABSA Bank, Account No.: 4063304150, Branch Code: 632005 MOBILE TELEPHONE NETWORKS (PTY) LTD IS LICENSED AS A FINANCIAL SERVICE PROVIDER - Licence No: 44774 Page 1 of 1 3
STATEMENT Here s your billing address. If it s wrong or needs to be updated, please give us a call on 135. Mobile Telephone Networks (Pty) Limited 216 14th Avenue, Fairland, Roodepoort, 2195 Private Bag 9955, Cresta, 2118 MTN Reg. No.: 1993/001436/07 VAT Registration No.: 4630140434 Sample Name Sample Name 1 Stational Road Rosslyn Pretoria South Africa 0180 CUSTOMER CARE ENQUIRIES Tel: +2783135 Tel: 135 (free from MTN cellphone) E-mail: customercare@mtn.co.za Website: www.mtn.co.za NAME: Sample Name EMAIL: samplename@domain.co.za ACCOUNT NO.: AXXX XXXX FAX NO.: CONTACT NO.: These are our customer care details. Here are your personal details. BANK: Bank name CREDIT LIMIT: 15000.00 DATE DETAILS REF. NO. TRANSACTION DEBIT CREDIT BALANCE 21/09/2014 30/09/2014 01/10/2014 21/10/2014 21/10/2014 21/10/2014 21/10/2014 90 DAYS OVERDUE Opening Balance 0692009630 0113594009 E386775040 E386775041 E386775042 Closing Balance 60 DAYS OVERDUE REFUND SCD741 835974477 737548800 784226065 30 DAYS OVERDUE Payment Invoice Invoice Invoice CURRENT BALANCE 0.00 0.00 1151.02 1933.84 23122.47 1078.54 289.00 566.30 DEBIT ORDER DATE 806.07-21165.38 TOTAL OUTSTANDING 1 st or next working day R 3084.03 3084.86 This table shows the following: 1. Your opening balance (which is the amount brought forward from the previous month). 2. Payments which you ve made toward your account 3. Invoices Here s a marketing message from the bozza network. MTN's low international calling rates let you keep in touch with family and friends for less. Make calls to loved ones in the UK, USA, Germany, India and China for 99c per minute MTN Bank Details: ABSA Bank, Account No.: 4063304150, Branch Code: 632005 MOBILE TELEPHONE NETWORKS (PTY) LTD IS LICENSED AS A FINANCIAL SERVICE PROVIDER - Licence No: 44774 Page 1 of 1 This table shows: 1. Overdue payments 2. Your most recent billed amount 3. Your debit order date 4. Your total outstanding balance If you d like your bill delivered to you by MMS or email rather than the post, let us know via the MyMTN app or our call centre on 135. 4
International Calling From time to time, you ll need to chat to someone overseas. When that time comes, you ll be good to go straight away, because International Calling is automatically enabled on all MTN contracts. If you make international calls often, you can get lower rates by buying an MTN International Calling Bundle for R30 or an International Calling Subscription for R5 per month. Head here for more info, or dial *135*2# for international calling rates and *135*2*427# for bundle information. 5
International Roaming To make calls, use data or send an SMS while you re out of the country, you ll need to activate International Roaming, which is really easy to do. We ve partnered with 600 other networks all over the world to make sure you never have to worry about staying connected while you re on holiday. Before we show you how to activate International Roaming, here s a list you ll need to tick before you get started: International Roaming checklist Contact us two weeks before you leave to set up your roaming. You might have to pay a deposit. This will depend on your contract and your payment history. Once International Roaming is activated you can switch data roaming on/off by dialling *135#. If you want to use the internet on your travels, check that your destination has an MTN International Roaming partner with data services, knowing that charges are different for each operator. Go here for more info. If you have an LTE device and there is no LTE coverage in the country you re visiting, you need to manually change the network to 3G or lower on your device. 6
Double check the call, data and SMS rates in the country you are visiting to avoid any surprises when the bill comes. To do this, dial *135# and select Roaming Service or visit the website. Roaming usage is billed separately and you may request roaming billing information from the call centre. This is how to set yourself up for the different kinds of International Roaming: International Roaming for calls Step 1 Step 2 Find out if there s an MTN partner in the country you re visiting. Activate International Roaming before you leave SA. You can do this by: Dialling *135# Getting in touch with the call centre at 135 from an MTN number, or at 083135 from any other number Heading to an MTN store Step 3 Enjoy your holiday! How to activate International Roaming for SMS only Step 1 Step 2 Deactivate your calls and data to save yourself from being charged any costs you weren t expecting. Activate SMS Roaming by dialling *135# before you leave SA When you arrive at your destination, your phone will connect to a local network. If it doesn t happen automatically, check your phone settings and choose a network. When you get back home, you need to deactivate the service by dialing 135 again. It s a quick call to make and you ll be back on the MTN network in no time. 7
Device Insurance Do the Bozza thing Sign up for MTN Device Insurance today, and get covered. everywhere you go. Devices can only be insured within 30 days from the date of purchase. All risk cover from just R37.33 per month Liquid and accident cover from just R24.72 per month Repair only cover from just R18.41 per month Claims In the unfortunate event that your phone is lost, stolen or damaged, download a claim form here or visit an MTN store for help. For lost or stolen devices, please ensure that the device is blacklisted and reported to the South African Police Service within 48 hours, and that all claim documentation has been submitted within 30 days of the incident. To apply for device insurance, submit a claim or for any additional info, go in store, visit mtn.co.za, email mtninfo@pinnaclemarketing.co.za, or call 083 123 6084 T&C apply. Cover will commence as soon as you receive an approval confirmation SMS. In the event of a claim, you will receive authorisation within 24 hours. Repairs will be completed and the device delivered back to you within 7 days, free of charge. *Devices can only be insured within 30 days from the date of purchase. Insurance policy Terms and Conditions apply. MTN Device Insurance is underwritten by Guardrisk Insurance Company FSP: 75. All advice and intermediary services are provided by Pinnacle Marketing (Pty) Ltd FSP: 15017. MTN (PTY) LTD is an authorised Financial Service Provider FSP: 44774. 8
Recharging Avoid out-of-bundle rates. Top up your package with data and airtime, anytime, anywhere. Head here to find out how to: Buy airtime Buy bundles Do Me2U transfers Convert airtime into bundles Load a voucher 9
Top up the data on your router or modem sim You can purchase data by: Heading to the MTN Online Shop Dialling *136*10# for MTN Eazi recharge Using your bank ABSA *120*2271# CAPITEC *120*3279# FNB *120*321# Nedbank *120*001# Standard bank *120*2345# Or you can recharge via the MyMTN app Buy a top up voucher at any MTN store or participating retailer. Log onto the MyMTN app, go to airtime and click on recharge for a friend. Enter the pre-bought voucher code and the router cell phone number. Easy, right? If you have airtime on the router/modem sim, connect your handset to the router WiFi. Start up the MyMTN app and when asked for your login details, enter the router/modem cell phone number. 10
MTN Loyalty Programme As an MTN Loyalty member, you earn one point for every R1 spent on your MTN SIM. Use your points to: Get Airtime Get Data Load SMSs Transfer points to a friend Play music or games Donate to a cause And if you re feeling lucky, use your loyalty points to enter competitions and stand a chance to win great prizes. Dial *136*9*1*Your ID number# to join MTN Loyalty for free. 11
MTN Play Make the most of the digital entertainment world with MTN Play. Stream the best local and international music and video content, take part in multiplayer tournaments and enjoy unlimited game downloads all from the palm of your hand. Music News Games Entertainment Apps Love and Life Visit www.mtnplay.co.za 12
SIM swap There are a few situations in which you d need to do a SIM swap, and it s worth a little effort if it means keeping the same cell phone number. Here s what to do if: Your SIM is lost or damaged Step 1 Step 2 Call 135 to suspend your number. Go to your nearest store with your ID book for a replacement SIM. Your SIM is stolen Step 1 Step 2 Step 3 Step 4 Call 135 to suspend your cell phone. Ask our customer service agent for the ITC number while you re on the line. Provide your device s serial/imei number to have it blacklisted most devices IMEI numbers can be checked by dialling *#06#. Report the loss or theft to the South African Police Service (SAPS) with your ITC number. 13
Step 5 Step 6 Step 7 If you re covered by MTN Insurance, call 083 123 6084 to lodge a claim with your SAPS case number. Submit a completed online insurance claim form. Go to your nearest store with your ID book for a replacement SIM. Your SIM is being upgraded Whether you re upgrading to an LTE SIM card or need to change your current SIM to the nano or micro size, a SIM swap is simple enough. You ll need the SIM you re upgrading from to be active in order to receive an SMS on your old number. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Buy an MTN SIM card from an MTN store or participating outlet. Bear in mind that you don t have to RICA this new SIM card to continue with the SIM swap. SMS Swap from your current (old) SIM to 44770. You will receive a One Time Pin (OTP) which is valid for 15 minutes try to save it or write it down! Next, from your current (old) SIM, SMS Swap and *new SIM number*otp# to 44770. Your new SIM number can be found on your new SIM card pack. Once your existing (old) SIM stops working, insert your new SIM card into your handset and turn it on. Your device is now ready to use with your new SIM card! If you experience any issues, please contact us on 135 or visit your nearest store. For more information, head here. 14
MTN after sales and subscriber T s and C s Device repairs If your device is faulty or accidently damaged, we have six repair centres around SA to make sure you get the finest and fastest service. Click here for the T s and C s, or here for FAQ s. If you have a query about repairs while your device is still under warranty, contact our Technical Contact Centre by calling 0839000349 or emailing HVRCRepairs@mtn.co.za. Subscriber terms and conditions Keep up to date with our latest T s, C s and small print here. 15
Connect with us We d love to hear from you. Get in touch with us on these numbers and email addresses, or on the MyMTN app. Service 135 customercare@mtn.co.za Coverage 135 coverage@mtn.co.za Business (SME s) 135 Sales 083 123 3667 809@mtn.co.za Now that you have everything you need to know about your new MTN contract, we ll leave you to it. Welcome to the bozza network! 16