Rethinking Bmobile Pre-Paid Customer Service

In the ever-evolving landscape of telecommunications, customer service remains the linchpin for user satisfaction. In Trinidad and Tobago, the two major carriers, Trinidad and Tobago Telephone Company (TSTT/bMobile) and Digicel, stand as pivotal entities in the mobile service sector.

However, a noteworthy discrepancy in prepaid customer service policies should be addressed.  This has to do with bMobile's instantaneous disconnection when funds are depleted, in stark contrast to Digicel's considerate two-minute warning.

 The bMobile Conundrum, A Disconnect Beyond Airtime

For bMobile prepaid users, the abrupt termination of calls without any prior warning is a disruptive experience. In a world increasingly reliant on seamless communication, this policy appears archaic and out of touch with the evolving needs of consumers. The lack of consideration for users, especially during important or sensitive conversations, underscores a substantial flaw in the customer service paradigm.

An Untapped Opportunity

By delving into the experiences of bMobile's prepaid users, an opportunity for improvement becomes evident. Customer feedback consistently reflects a desire for enhanced communication channels and a more user-centric approach. The current policy not only disrupts conversations but also risks alienating a significant portion of the user base.

The Digicel Approach - Two-Minute Warning

In contrast, Digicel's foresighted approach to prepaid services involves a two-minute warning before call termination due to insufficient funds. This simple yet effective practice empowers users to manage their conversations effectively, fostering a sense of control and transparency. The warning is a clear indicator of Digicel's commitment to customer satisfaction, acknowledging the value of uninterrupted communication.

User Empowerment and Engagement

The Digicel model not only prevents abrupt call drops but also actively engages users in managing their usage. This empowerment contributes to a positive customer experience, establishing Digicel as a customer-centric service provider.

 Why bMobile Should Reconsider

In an era where customer experience defines brand loyalty, bMobile's current prepaid policy becomes a potential stumbling block. The lack of a warning system not only disrupts conversations but also erodes the trust users place in the telecom giant. To compete effectively in the market, bMobile must align its practices with contemporary customer service expectations.

Leveraging Technology for Improvement

Statistics from global telecommunications trends reveal that user-friendly prepaid services significantly impact customer retention and acquisition. Implementing a warning system requires minimal technological investment but can yield substantial returns in terms of customer satisfaction.

Global Best Practices: Lessons for bMobile

Examining global telecom leaders reveals that transparent and user-friendly prepaid policies are the norm. TSTT has an opportunity to benchmark against these industry best practices, ensuring that its policies align with evolving customer expectations.

A Way Forward,  An Appeal to bMobile's Governing Board

To effect positive change, there must be a strategic appeal to bMobile's governing board. This appeal should be rooted in the collective voice of the prepaid user base, supported by case studies and statistics showcasing the benefits of a more customer-centric approach.

A Win-Win Solution

By incorporating a warning system similar to Digicel's, bMobile can bridge the existing gap in customer service. This win-win solution not only enhances user satisfaction but also positions bMobile as an empathetic and forward-thinking telecom provider.

In the competitive arena of telecommunications, customer service is the ultimate differentiator. bMobile stands at a crossroads, faced with an opportunity to align its prepaid policies with global best practices. By reimagining its approach to prepaid services, bMobile can usher in a new era of customer satisfaction, ensuring its continued relevance and success in the dynamic telecom landscape of Trinidad and Tobago.

Talk Eh Cheap - A Look At Your TSTT Phone Charges

Did you know that "our" local telephone company (TSTT) charges landlines for calls from a cell phone?

That may not be the only thing that you don’t know about "our” local telephone company. "Our” because according to the corporate documents, 51 percent of TSTT is owned by “our” government. The other 49 percent is owned by Cable and Wireless International.

Let’s examine the fees "we" charge ourselves but before we do I would like to share a forum post with you. An excerpt where the poster shared an experience while standing in line at a TSTT store, she relates:

“I remember entering a queue at a BMobile branch, to pay my telephone and cellular phone bills. I saw an old lady who spoke loudly but politely, when she was attended to by the BMobile cashier. She was querying about a cellular phone charge was on her land line telephone bill. She explained to the cashier that she never calls anyone on their cellular phone, only land line telephones.

The cashier quietly inquired if anyone contacted her from their cellular phone. She proudly confessed that, her son stays in touch with her, by calling her from his cellular phone. The cashier then confirmed that this was the charge reflected on her land line bill. Poor lady! She seemed so confused and my heart went out to her when I heard her say:

"TSTT charges for receiving cellular phone calls on a land line telephone? I thought TSTT only charged the client for calling a cellular phone and not receiving the call!"

You can read the rest of that post here.

The fact is that the telephone service TSTT has used it position of trust and the fact that we "own" the company to leverage it's profit generating potential at the expense of the citizens of this country.


When TSTT was the only cell phone carrier, their charges by today’s standards were astronomical.

Things may appear to have changed since then but even with a competitor in the cellular market TSTT is still charging ridiculous fees. We now have one in the land line the Flow Cable company and Digicel is the only competitor in the cellular market.

In the next couple of posts we will look at all three companies to assess which is the best of the limited options.

Let's start with the giant in terms of local phone companies. Below is a screen shot of the rate page of the TSTT site it is illegible but go here to see the actual page TSTT page.

Click here to read more...

Profitable Humpty Dumpty English

Stand Up For Your Rights

We should all learn this marketing lesson from Digicel TT, one of the two cell phone providers in Trinidad & Tobago. This company spends millions wooing customers then they enforce operating policies that recoups insignificant investments in phone chargers. Yes, you read that right, phone chargers.

Here’s Digicel’s unwritten policy: Customers get a 30 day warranty on every cell phone purchased but there are no warranty on accessories. Their humpty dumpty language says that "chargers are accessories" the meanings of accessory has changed so as not to make Digicel liable for defective chargers. One would assume that intelligent people running such a huge company would be able to rationalize that chargers are "necessities" not “accessories”.

But here’s the kicker; this particular redefinition has nothing to do with profit because I’m sure that chargers are not profitable to Digicel. After all, they are selling AIR TIME in the tune of millions every month.

This is the marketing lesson: don't do unto your customers what you will not want done onto you. Most will not raise a fuss and just purchase the charger. After all, they have just purchased a cell phone that in some cases cost as much as $3000 TT. Buying another charger is simple. Then there are those who will not bend over...

Their response is,”dey go hear mih mouth, ah go give them back belly and side”. But take my advice, the best approach is to seek out the help of the Telecommunications Authority of Trinidad and Tobago (TATT). These people are there to help even if they “never hear bout that”. They will call the people at Digicel Headquarters who will quickly accede and promise you a new charger on the condition that you come to headquarters in Maraval to pick it up. Even if you purchased the phone in Penal, consider yourself lucky because now you can actually purchase more air time from Digicel.

In a country where wise governance for the people created an environment where almost everyone must use two cell phones because of the extremely high cost of crossing networks, we are left with no other choice. We either drop out and be digitally isolated or grind our teeth and take it. As we all know before Digicel we had different problems so why complain about buying chargers.

Now in a two phone country, without choices we cannot, NOT use Digicel services but we can put in place our own personal policy that we would just not bend over. We will be very vigilant and find ways around being willing victims. When we feel aggrieved, first we will let them know and if we get no satisfaction, seek the help of the Telecommunications Authority of Trinidad and Tobago TATT.

Above all stop crossing your fingers hoping that someone is looking out for your interest.

What You Must Know About Telephone Providers In Trinidad and Tobago

In this information age, the truth will always save you money

Without a doubt, many companies in Trinidad and Tobago operate in a market where there seems to be very little concern for consumers. In one of the most progressive island in the Caribbean consumers’ intelligence and common sense is constantly being disrespected and challenged. In our colloquial tongue its said; “they taking anything”.

Customer service is synonymous with lip service, drivel that repetition validates as company policy. Unsupervised customer services representatives with an if-you-don't- like-it-go somewhere-else-with-your-business attitude. Unfortunately, with only one or two providers there is no where else to go. You pay their fee, do what they say and must stay with them or don't have service. Soon you forget and try never to put yourself in the same position. The only thing you can do is tell your friends who sympathizes with you but cannot help.

Cut your losses is all you can really do. You will spend more time and money contesting a charges or outright fund seizure. The sole authority mandated to regulate the telephone industry was founded to minimize conflict in a market where the industry was monopolized. The rights of the Trinidad and Tobago consumers were not, and still are not a priority when this organization was founded. How in the world could the government and the people (same thing) in Trinidad and Tobago allow this to happen?


My unscientific theory is that TnT is a secular society where religious fibers run deep, touching every citizen at some point in their lives. As such, there exist an unquestioning respect and adherence to anything that represents authority. This respect extends itself in the business world where institutions and companies are never questioned. They make the rules and the consumers accept without protest. They may be lobbying behind the scenes to block any regualtion to this industry. Then again, the government is the majority share holder in the largest telephone company. That's just the way it is here.

Therefore, it’s no big surprise that two newcomers to the telecommunication industry are disrespecting consumers' intelligence and common sense. Yes, it’s strong language but when you read what is considered normal business behavior and policy, you may even want to use stronger language. Let's first take a look at the background of telephony in Trinidad and Tobago for the uninitiated and the diaspora around the world.

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The Players In TnT Telecommunication Field
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There are three providers of telecommunication services, the Telephone Service of Trinidad and Tobago (TSTT), the largest and moldest company in Trinidad. Flow Cable Company a cable company cum telephone provider and Digicel Trinidad an international cell phone company based in the UK.

TSTT which the TT government owns 51% and Cable and Wireless International owns 49% of the company. This company has monopolized the telephone industry for as long as most Trinidadians wish to remember. It was still the only company in TnT when the tidal wave of cell phone technological swept across the world. Many locals would remember the absorbent rates this company charged citizens for cellular services. But that was the old days and they have been forgiven. That's easy to do when no one else provides the same service.

It was only a few years ago that the Digicel Group, initiated operations in 16 Caribbean countries, covering a total population of 14 million people. Incorporated in Bermuda and operating in Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Curaçao, The Cayman Islands, Dominica, Grenada, Jamaica, St Kitts & Nevis, St. Lucia, St. Vincent and the Grenadines and Trinidad & Tobago.

When this company came on the scene it was a blessing for local Trinidadians, it changed the cellular phone market. Competition works and shortly after cell phone rates began to fall; except in cases where calls were made across the two networks. Consumers are still paying for these companies in their market share war. That is the reason why visitors to this country are often astounded when they realize that most locals carry two cell phones. Something about having less and needing more.

And then there is Flow Trinidad, an international digital cable TV provider licensed here to provide a cable TV network to the population. As a very profitable after thought they decided to merge into the telephone business. Now they offer Voice Over Internet Protocol (VOIP) telephone service at what can be considered very exorbitant rates. They are in direct competition with the master, TSTT, for land line service.

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Telecommunications Authority of Trinidad and Tobago
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Regulating these three telephone companies is a government body known as the Telecommunication Authority of Trinidad and Tobago (TATT). This Authority is an independent regulatory body, established by the Telecommunications Act 2001 Amended by 17 of 2004, with responsibility for the liberalization and regulation of the telecommunications and broadcasting sectors. The Authority became operational on 5th July 2004.

It is this body that should have the power to regulate the abuses that I am about to share with you. What you are about to read are not occurrences that were researched, they are personal experiences. You be the judge check the facts and if I'm wrong I will gladly take it all back.

SIDE BAR Take a look at the Authority's whooping four most frequently asked questions (FAQ). The last question asks “What if I’m not happy with my mobile provider?. The response; first complain to the provider, then if not satisfied, complain to the authority. End of answer to that question. Is there something missing? Yes, wait for a couple years.

OK here is what I learned from actual experience with these providers:

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TSTT (The Gran Daddy)
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For land line service TSTT offers a service package they call “Smart Choice”. Join that program and you get a specified number of free minutes on local land lines, cell phones and international calls. For that you pay a flat fee (about $250TTD a month), any call above the specified minutes results in an additional charge. The company provides no way for you to determine minutes used leaving you guessing as to whether you are over the limit or not. Guaranteed, you will go over the stipulated minutes and there will be an additional charge for your "Smart Choice".

Got me. their smart choice is smarter for them than it was for me. After a few months of being out smarted I had enough. I decided to end the service. That's when I realized just how smart they were, there was a $25 fee to disconnect that service. That was their policy, their rules.

According to a friend I was lucky because at one time once you signed up the company would not allow you to cancel. Plus, if your phone was disconnected for any reason you would still have to pay the Smart Choice fees for the month. Talk about insulting intelligence.

Of course I could complain to the TATT or the Public Utilities Commission but it was easier and quicker to pay for the lesson. I’m sure it was in the fine print somewhere when I signed the agreement, they are right, why should I have a none penalized right to disconnect their service? Where else in the world would you have to pay when you get smart?

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FLOW CABLE (TTD$ are flowing out)
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Now here is my problem with Flow, well I have more than one but this one that peeves me the most. Here is a company that is raking in millions of dollars monthly from the sweat and tears of Trinbagonians while dispensing services that leaves so much to be desired.

I can only attest to the office where I pay my bill in Tagarigua, that place is deplorable. Stained patched up ceilings with not enough people to handle the flow of clients resulting in endlessly long lines. The lines are like the banks but in this case nothing can be withdrawn, only payments.

Very customer unfriendly, where you can be entertained by a small 13” color television mounted on the wall. But that’s not all, if you dare make an inquiry you are subjected to an antiquated queuing system. In brief, the security guard hands you a small card board cut out with a hand written number, instructs you to take a seat and wait your turn. There are no quick questions or inquiries you either look at the small TV or at people go by paying their bills. Geez, we are not expecting pool and ping pong tables to pass the time but at least spend the money to fix the place where you are collecting millions of dollars.

Somehow this company was able to secure the rights to operate like a phone company. With little or no customer service infrastructure in place they are becoming a thorn in the side of TSTT land line business and a trickster to TnT consumers.

The unregulated advertising industry allows FLOW Trinidad to publish misleading advertising that promises clients free talk with only a small fee for calls to TSTT phones and an extravagant per minute charge for cell phone calls. Its free if you call another FLOW Trinidad customers. What they neglect to say is that there are only a limited number of FLOW Trinidad land lines and if TSTT has it's way, there will be less.

The result is that you end up paying for each call you make, fees add up quickly and soon you are paying for that free ride you thought was free. The bad news is that Flow should never have been given permission to provide phone services if they were unwilling or unable to provide the facilities and the infrastructure for their clients. You can easily get the service they provide if you sign up with a VOIP company like Telespire Package8 which can be used internationally. OK, so buyers beware but is that not one of the reasons we have the TATT?

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DIGICEL GROUP (We Expected More Than Skulduggery)
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Now here is a stranger that is quickly wearing out its welcome. This company was initially welcomed in Trinidad and Tobago because it existence forced TSTT to lower their high per minute rates but here is what we found out, again from personal experience.

Digicel has an unwritten policy that if your cell is not used in 30 days all funds on the phone expires. Does that surprise you? Plus, if it is not used in 90 days the sim card expires. At a cost of $50 to replace, it's what is called back end profit in marketing.

I have yet to find in the company's literature any mention of this policy. Their employees seem to be quite conversant with that policy. Take a look at their terms and conditions for prepaid accounts, it mentions nothing about funds or sim card expiration.

Under normal circumstances this would not be a problem, phones are used every day but with the use of accessories like GPS devices in automobiles it becomes a major problem. There is no need to call the device every month. It happened to me,

My vehicle is equipped with a Tramigo T22 which came with a Digicel SIM card. One day I sent an SMS message to the GPS number and did not receive a response. I knew there was money on the card because I distinctly remember going to the Digicel office to top. At the time, I needed the service so to resolve the issue quickly, I decided to top it up again. To my surprise, I was unable to so do, the SIM card was expired.

Another call to the Digicel call center confirmed my fears, I would spend more time waiting for a refund and a SIM card than it takes to turn a big ship around. This pratice should certainly be looked at by the relevant authority. What am I saying there is none but...

Nobody, company or person should be allowed to seize your funds because you neglected to use their services. If that's not total disrespect for the citizens of this country, then what is?

OK, now you see why the language was so strong. Share your experience, you may have to pay but you still have an opportunity to say. Share your experience so that the world may know. I may be all wrong but I’m willing to bet that if you live in Trinidad you have had similar experience. Over to you for quick comments.