The advent of a new technology usually comes with new set of problems, and the introduction of GSM in Nigeria is no different. Of all the problems peculiar to the GSM industry, none bothers and annoys subscribers like missing airtime. Nairaland for example is overwhelmed with threads where members complain of how GSM service providers are “stealing” their credits. So the purpose of this thread is to infortain you on how to prevent and handle missing airtime.
First, what is Missing airtime? Missing airtime is the vamoosal of your hard-earned, hard-borrowed or hard-begged credit from the account balance of your GSM line. Missing airtime which can be caused by so many factors is not exclusive to the telecoms sectors, as the banking sector also experiences this malaise.
Causes and prevention:
Missing airtime is cause by, but not exclusive to;
• Computer glitch:
Computers and software handles billing of GSM services and computers are not infallible, so a little glitch can cause ‘some’ subscribers airtime to be erroneously deducted. In this case the company is mandated to refund the missing airtime as stipulated by industry refund/compensation policy.

• Not knowing the additional services attached to certain packages:
Your friend enjoys a particular benefit from using a particular service. Without knowing the details of additional services attached to packages you opted into the service. I’m sorry you will be paying for services your know nothing of.
Please always call your Network customer service and make proper enquiries before making any changes to your line.

• Not knowing the terms and conditions of Value added Services:
So you got a text telling saying; “Congratulations! You have won 7-days free access to Big Brother Africa updates. Text BBA to 419 to claim it”. ‘Gifts’ such as these usually comes with terms and conditions. So before you reply that text, call your Network customer service and make proper enquiries.

• Not ‘pre-testing’ bonuses before using it:
All GSM companies give bonuses. These bonuses are incentives to keep customers on the network. Yes you were given a bonus, but it is important that your test-run the bonus before deciding to use it. “One does not test the depth of a river with 2 feet”. I was given bonus sms some months ago. Impulsively i wanted to compose and send a happy new month message a group of 50 friends, but wisdom told me to send one first. I did and was charged. Imagine if i had sent it all at once…gbege!

• Using services before getting activation confirmation:
You subscribed for Blackberry plan and instantly the E or 3G sign comes on and you immediately began browsing. Soon the internet connection stops, you check your subscription status and it says you haven’t got an active plan. You check your balance its N0.00. You call your network customer care and you are told you browsed out of bundle. Sounds familiar? Always confirm your subscription status manually before your begin to use the service.

• Crossing your data allowance:
You have 1GB data and have been downloading mobile movies all weekend. For some reason you weren’t monitoring your usage and walla, your airtime vamooses, none is to blame but you. Blackberry subscriptions are no longer unlimited, yet you were counting on luck and couldn’t help but download the last episode of that addictive series. You crossed you data allowance and your airtime disappeared…OYO!


Handling missing airtime:
What do you do when you wake up to find your airtime missing?
• Call your Network customer service:
Please call-in to report the matter. Register your displeasure, but be civil about it, because the person you are speaking with didn’t “take” the money. He/she is there to investigate and resolve the issue. Plus, the way you go about it will inspire the agent to go the extra-mile for you. For example, during the fuel subsidy protest (which i participated in) i lost my phone and did a ‘welcome back’ which didn’t work for many days. I was job hunting then and that was the number on my CV. I called the network customer service and spoke to a lady. I registered my displeasure with civility, she thanked me for my patience and understanding and when the extra-mile to resolve the issue while giving me daily updates until it was done.

• Send an email:
Just like how banks give you 5-17 working days before refunding your undispensed ATM debits, GSM companies also need time for certain details to be available before issues can be resolved. That is why it appears as if “they” are not doing anything about your issue. When this is the case, please send an email. An email is more official and will be accorded such attention. In 2008, i was charged for a service that wasn’t rendered. I call my network customer service and nothing was done for days. So i sent an email and in 2-days my airtime was refunded.

I hope with this few points of mine, i have been able to educate you on how to prevent and handle missing airtime. Thank you!

Informative & articulate.