I hate writing rants against businesses. I know what damage that such writings can do. Yet; it often seems that some businesses delight in pushing subscribers to the edge of the cliff.

Permit me to open this article with the question: Who the bazooka trains the customer care agents at Glo?

Years ago, though I had the correct GloDirect settings on my Sony Ericsson P800 smartphone, the guys at GloWorld Opebi could not get my line working. I was given a number at Glo VI to call.

The lady at the other end of the line insisted that my settings were wrong (though I explained ad nausea that they weren’t), and asked me to come all the way to Victoria Island to have the phone checked.

It was obvious to me that my line had not been activated/provisioned/whatever on their switch, and I said so, but she wouldn’t even entertain that possibility.

I found the time to drive there. The broad looked through the settings and blushed red – the settings were correct. She asked to go to the engineering room and came back to confirm what I had already told her a hundred times on the phone 15 kilometres and many hours in traffic away – my line hadn’t been provisioned.

It was at GloWorld Opebi that a gentleman client of mine was told years ago that his Sony Ericsson P910i could not browse 3G. He came to me with the issue. I set it up for him and he was browsing 3G in 10 minutes.

It was at Gloworld Opebi that I was told that my fax-enabled Nokia 9500 Communicator could not receive faxes, even though I had sent and received a couple of faxes on the device with official settings.

It was also at GloWorld Opebi that I was told that the GloFlat settings were for PCs and modems and so would not work on my phone. It turned out that the nice lady didnt know what she was saying too, because those settings worked and continue to work on millions of phones today.

So, what led to this article?
Dad uses a Nokia 6760 Slide, a Symbian 3rd Edition smartphone, with a Glo SIM for his mobile email and internet needs.

Nokia 6760 slide

He has been using it that way since March last year when I configured his IMAP mail on the device. He got his mails and browsed without issues. In recent times, as we all know, Glo’s mobile internet service (and voice and SMS too!) has been one messed up piece of sh!t. You should read Wale Falade’s Glo with Pride?

Dad took a trip to Opebi GloWorld (by now you should know what crazy ejaculations to expect from the mouths of those lads and lassies). He was told that email does not work via the built-in email client and would have to access his mails via the browser instead.

By the gods of mobile, who still says stupid things like that in 2011? You know, i really think we should have a section on this site named, “Customer Care Agents Say The Darndest Things“.

It was obvious that the base station servicing dad’s area was where the problem was. You see, everytime I went visiting my old man, my own Glo mobile internet service went AWOL too. Once I was out of the area, it worked without issues.

I was with him again yesterday, and all through the time i was there, mobile internet on my Nokia N9 was comatose too. He couldn’t browse or check email. I couldn’t browse or check email.

Try explaining such a simple concept to the all-knowing guys who are supposed to attend to you at Glo, and you stand a better chance of dying from a heart attack than of getting any solutions.

I told dad to get a SIM from another network and dump them like hot iron. I am so freaking tired of Glo’s newfound love for mediocrity – poor quality of service, and absolutely terrible customer care.

I have issues with MTN, Airtel and Etisalat too. None of them are superb, but Glo takes ineptitude to a new definition.

These guys should stop running a casino and run the mobile network that they were licensed to run!

There, I said it. Do I feel better now? Heck; no!

In the first part of this Lagos-Zaria adventure series, I gave information about the mobile gadgets that I took along for the trip.

In this second part, I will give account of our experiences with the various mobile networks during our trip.

Networks
All along the route, MTN mobile internet was available for the most part, but apart from voice calls and SMS, it was a complete disappointment. We were unable to do anything that required internet access with it. It was Glo GPRS/EDGE that saved the day.

Courtesy of Glo, Dayo was able to moderate comments on Mobility blog all through our ten and half hour drive from Lagos to Abuja. Of course, after Ibadan, we had to make do with just GSM/EDGE all the way to Abuja.

We got 3.5G service on both Glo and MTN back on arrival in the Federal Capital Territory, but in Zaria, especially Ahmadu Bello University where we operated from, getting a stable signal on almost any GSM network was next to mission impossible. At Abuja, both networks delivered fast internet access at our University of Abuja, Gwagwalada location.

By the way, we decided that there was a need to polish up the name from Gwagwalada to “Gwags” or “G-lada”. “Gwagwalada” was just too much of a mouthful for our refined lips. Which is your preference?

Along Kaduna-Zaria Road

We did not get a 3G signal on any network during our stay at ABU Zaria. Etisalat was the most stable for mobile internet, and I had to replace my MTN SIM with one from that network.

Dayo, who took along only a phone with his MTN SIM could access the internet only while we were at Abuja. Before and after that, he was one frustrated mobile traveler for the most part.

Of course, we were able to make and receive calls all through the trip as long as there was a signal. However, again, the ABU Zaria area was just terrible, as we experienced dropped calls again and again.

Our return trip was a straight drive from Zaria through Jebba to Lagos. Glo GPRS/EDGE served us well, though there wasn’t always a signal. There were times we lost the Glo signal but MTN was live and well.

Of course, our trip was not a scientific experiment, so we must have missed out a number of things. We were not looking at the devices for a signal every single moment. I am just sharing in general our observations.

Camels shared the road with us in Niger state, Northern Nigeria!

Because our return journey was a stretch and on an older road, we did less observing, and did more of avoiding craters, potholes and articulated vehicles almost all the way from Zaria to Lagos.

Up Next
How did we find our way through the 800 kilometres to the north and back? Enter: Ovi Maps – plus some streak of wild adventurism!

The Globacom website has been updated to reflect enhancements to some of the company’s bundle Internet plans.

Glo Always Min now offers 3GB bundle data instead of the old 1.5GB allowance. Subscription fee is still N5,000.

Glo Always Micro now offers 200MB as against the old figure of 150MB. Cost remains N1,000.

G300 now offers 9GB from the old 4GB data allowance.

Source

Globacom has introduced another revolutionary phase in telecom services with the launch of what is regarded as the best value offer in the country’s telecom industry. The National Operator said its subscribers will now pay only 25 kobo per second for calls made to any network in Nigeria.

The company said what makes the new plan unique is that it is devoid of any rental payments, hidden charges, and conditions.

Globacom’s Chief Operating Officer, Mohamed Jameel, speaking at the launch in Lagos of New Infinito, Glo’s new “No Conditions Tariff Plan” which offers 25 kobo a second for calls to any network across the country. There are no conditions, hidden charges or rental on the plan. With him are Executive Director, Human Resources, Adewale Sangowawa, and Glo ambassador and Nollywood actress Chioma Chukwuka-Akpotha.

Unlike other tariffs in the market, the 25 kobo per second charge is a flat rate which applies for all local calls irrespective of which network is being called or time of day or which part of the country the call is originating from.

The new package also allows subscribers to call one Special Number at only 2 kobo per second. Interestingly, no daily or monthly rental is charged to enjoy the very cheap rate. The subscriber, however, has an option of registering 5 Glo numbers which he can call at 18 kobo per second. Again, registration is free and there is no rental charge.

In addition to the amazing tariffs, Glo is also offering up to 20% bonus on recharges made by subscribers. N500 recharge attracts a 10% bonus credit, while N1000 recharge will give the customer 15% bonus air time. On the other hand, N5,000 recharge gives a 20% bonus credit to the customer.

Glo is also offering free night calls from 12 midnight to 5 a.m. Subscribers are expected to have used up to N200 air time in the previous week to qualify to make free night calls for the next 7 days.

Group Chief Operating Officer of Globacom, Mohamed Jameel, announced the unbelievable offers at a press conference held on Thursday in Lagos. He said the new tariff package was designed to offer subscribers real value for their money by ensuring that what they see is what they get, bereft of any hidden charges or conditions that are often the subject of fine print and thereby positioning Glo as best value provider in the market.

“We are offering a new tariff plan that gives the customer MAXIMUM VALUE. You are charged 25 kobo right from the first second to the last second. Competing tariffs either charge monthly daily rentals or charge higher for the first 60 seconds and drop the rates for subsequent seconds. When you do the calculations properly and add the rental payment or consider the charge for the first 60 seconds, you will realize such tariffs are indeed not as attractive as they are made to look.

“But with the new Glo offer, the subscriber gets a truthful and easy-to-understand payment plan. For instance, while the Glo subscriber pays N15 for first minute of call made within and outside the network, other networks charge between N24 and N30 for calls within the network and between N30 and N36 for calls going outside the network,” Jameel noted.

The Glo GCOO explained that even where other networks drop their tariff from the second minute, the rental or first minute high charge robs off any savings the customer may have made. “This can be illustrated with a 3-minute or 5-minute call on the Glo network for which the subscriber will pay N45 or N75 respectively. The same durations of call on other networks will be charged at between N60 and N104 and between N90 and N174 respectively depending on the operator. Glo therefore, offers much better value than any other network, Jameel affirmed.

He also stated that the Glo Special Number at 2k per second and the Family and Friends package – 5 numbers at 18 kobo per second — are the best such offers in the market as competing packages all have rental fees and conditions attached to the benefits.

He added that the company would carry on with its long-established tradition of leading the vanguard of innovative services and affordable tariffs in the telecommunications industry.

Jameel noted that, as a Nigerian company, Globacom was committed to giving the best to Nigerians in terms of value and pricing. “Glo will remain the catalyst for giving value in the industry,” Jameel concluded.

Discuss this development in the forums: Glo introduces ‘No Conditions’ tariff plan….

Glo has announced a reduction in the price of its 3G Internet modem from N8,500 to N5,000, making it the most affordable product of its kind in the market.

Also, the operator has made adjustments to certain internet packages, reducing costs as well as increasing data caps. Affected plans are:

• Always Day – 24 hours for 30 days. New Data Cap: 6GB. Cost: N7,500
• G300 – 300 hours spread out across 30 days: New Data Cap: 9GB. Cost: N15,000

Discuss this subject in details in the forum thread: Glo crashes internet modem price to N5,000

Dayo first set me on to this. He had gotten a Blackberry and ran an experiment subscribing to both BIS and an MTN bundle plan. The idea is that with the bundle plan, he could tether and browse on his laptop. We both knew that the networks didn’t allow subscribers to tether via BIS.

Initially, I thought he was crazy, but it made sense. Whether it made sense or not anyway, it worked. He has both BIS and a mobile internet bundle plan running on his line – the best of both worlds.

I currently have a N5,000 Always Min internet bundle active on my line, and I may be reviewing Blackberry OS version 6.0 and so will need a BIS subscription. Afraid that activating BIS would make me lose my precious N5,000 investment, I decided to ask.

Here is an excerpt from Glo’s response:

These services are actually different and will not affect each other in any way. You can as well activate the BIS on that same sim.

Well, that is comforting.

I did try it out later and it works just like Glo customer care said it should.

So, now you know (or you had known before now and I was the one living in ignorance and the joke is on me!), you can use your BB and still enjoy tethering at a modest cost by subscribing for a bundle plan. At least on MTN and Glo. Anyone have any info on Airtel and Etisalat? Of course, I am expecting that it will pretty much be the same on those operators as well, but you never can tell.

Glo has reduced the rates for Blackberry Service by 42%. Monthly BlackBerry SUbscription Plan is now N2,800 while Weekly Subscription Plan is now N900 and the Daily Subscriotion Plan is N300. To activate the Monthly Package, text “bismonth” to 777. To activate the Weekly Package, Text “bisweek” to 777. To activate the Daily Package, text “bisday” to 777.

Self Help Instructions:

* Text ‘BIS’ to 777 on how to activate a BIS package
* Text ‘BES’ to 777 on how to activate a BES package
* Text ‘STATUS’ to 777 to check the usage status of your current subscription.
* Text ‘POINTS’ to 777 to know more about Glo Blackberry Points Program
* Text ‘POINTS’ to 1111 to track your points
* Text ‘HELP’ or ‘BB’ to 777 (Glo Subscribers Only) for more information
* Text ‘BBB’ to 0807 987 7777 (Other Network Subscribers) for more information

More details on the Glo BB Prepaid webpage.

Hat tip to Keweno Isibor for the heads-up.

Telecommunications giant Globacom has put up a new design for their website. It is still the same address www.gloworld.com. It looks good with the fancy transitions and menus. Plus you get to see all the famous faces from Nollywood and show biz (dubbed Glo Ambassadors) in general. But it is ten steps backwards in terms of providing information on the company’s products and services.

How retro can things get?

No more info on tariffs, promos, value-added services – there’s just no useful info there for customers. Just boring corporate yarn. Plus, every now and then visitors are told to “contact us“, and a click to the contact page provides a phone number, email address and the corporate headquarters address.

Okay, they do have a dedicated “customer care” page that says “please give us a shout on 121 or 200, or simply send an email to customercare@gloworld.com“. Yes, and thankfully, there’s a “Find a Store” page that lists all Gloworld outlets.

But the gist is still that you get nothing out of this website besides further directions to wear yourself out trying to find out something as simple as the available voice, SMS and data plans on their network. Life just got easier for Glo subscribers. No kidding.

Excuse me, but when we visit a site like this, we want to be able to access info on “everything” (like obtains on MTN’s website, Zain’s website, Etisalat’s website, Visafone’s website, and on the old Glo website!) without having to dial a number unsuccessfully (no-one at the office here has been able to get through to 121 in over 6 months), or send an email that will not be responded to, or drive down to Victoria Island or some other remote location. What were these guys thinking?

Somebody at Glo HQ has convinced the executives there that what Glo needs is to ignore their customers and instead target other businesses. This new design is a business-to-business job. The customer is not in view.

Bad idea. Very, very bad idea. Glo, you can do better than this.

I called Glo to enquire more about a new product, Digimails.

While waiting to speak to a Customer Care attendant, the hold voice prompter passed this info, amongst others:

“Dear customer, due to overwhelming migration of millions of subscribers to the Glo Big Dash package, many of whom engaged the network more than we anticipated, we are discontinuing this package for now. Not to worry, we will wow you with a new package very soon. Thank you for your patonage”

The Customer Care attendant I spoke to also confirmed this. That’s it, folks. It is over!

This is a rant, and it was triggered off by a comment posted at All About Symbian by someone who calls himself Natureboyzone. Here is what he posted:

Hi.i am new to the forum.i use N76 and my network is mtn nigeria.how do i activate it for free browsing.i also heard about the data call pls send me the settings or link me up with someone who can help.thanks

If you follow the AAS link I provided above, you would see that the topic under discussion has nothing to do with configuration settings, muchless free browsing. Note also that he is new to a community, and the first thing he does is this.

I see this embarassing, beggarly attitude on different forums, including foreign ones like Esato and My-Symbian (My-Symbian has a number of Nigerian IP addresses blocked already).

Here on the homefront, Nairaland is has the worst hit mobile community. Over 95% of the exchanges there are about free browsing on GSM networks. It is almost impossible to find an intelligent discussion to engage in the mobile forum there.

Here on MobilityNigeria, we keep stressing that we have no such information to give, but these desperate young men (and women) keep mailing in to request for free browsing tricks and information. As a responsible business and as responsible individuals, we cannot promote practices that undermine the business of others. But that is beyond the point of this article.

What I am bothered about is the nuisance that these free browsing beggars have become everywhere on the WWW, and the bad publicity that they generate for Nigeria. It is bad!

People are having an intelligent discussion, and then someone barges in, begging for free browsing tricks. Sigh. I can imagine that various well-known mobile figures around the world would have received private mails from Nigerian hounds looking for free (illegal) browsing hacks and tricks.

What is more shocking is the fact that the majority of those who jump on the free ride don’t put it to productive uses (See my article published in November 2008: The Free Browsing Tricks on Mobile Networks).

Get productive, guys. Put innovation to work. Get off your butts and do something to better your lot and that of the country you live in. Stop begging and hitch-hiking. Okay, its fine to hitch-hike the first few legs of your journey if things are really bad for you. But build from there, and get off that road ASAP.

I remember using CSD (circuit switched data) years back when call and data both cost N50.00 per minute (anyone remember those days?) to manage my emails, customer orders and support in the early days of my webhosting business. Even at that exhorbitant cost, I put it to profitable use and built something out of it. Circuit Switched Data is the technical name for GSM dial-up.

Thereafter, GPRS (and later 3G) arrived and was much costlier than what we have on ground today. Yet; I still put it to productive use.

Today, we see an army of young people using cost as an excuse (excuse me?) to defend what is largely a product of irresponsibility. I am under no illusions that this article of mine will produce any change. I’ll bet my entire year’s income that this article will be read, noses raised at me, and the hunt further pursued.

But at least, I have had my say. And hopefully, maybe one – just one – of these free browsing hunters will be awakened through what I have written here, and choose to stand apart, get responsible, and do something really productive with his or her life.

Maybe.

PS: Zain has just concluded a month-long free internet promo, and I am sure we will be hard pressed to find a handful of young people who put the promo to real productive use – not just chatting up babes and posting unintelligent comments on discussion boards and weblogs. Not that Zain’s very epileptic internet access helped matters though, but that’s a subject for another article.