Let’s
face it; losing your Mobile Phone is the worst experience to go through,
especially if it had a lot of valuable contact and information stored on your
Phone. Custom- fitted to you, its theft is even harder to bear, especially if
the event was a violent one and giving up the Phone was the result of being
faced with a choice between your life and the Phone.
So
now you sit dejected from either case. Quick action reminds you to call Digicel
Customer Care or LIME Customer Care (as LIME is popular still!!) in order to
have the SIM Card barred. A quick call to 100 reveals yet another stumbling
block to the already frustrating process: you have to verify your Account.
Neither
Digicel nor LIME Customer Care cannot bar your Mobile Phone unless they can
verify your Account, which allows them access to various layers or Databases,
referred to in common terminology by Digicel Customer Care Agents as GUI
(Graphic User Interfaces). Thus
Verification: WHOAMI
For
Digicel Customer Care Agents, their system uses GUI’s of their Internal
Ericsson-powered Switch Core Systems to check on aspects of your Account.
Examples
of Databases that Digicel Customer Care Agents have to access include:
- MINSAT GUI – Allows Digicel
Customer Care Agents to view Account settings in the Ericsson Switch that
indicate the status of your Phone
- DWS GUI – Allows Digicel
Customer Care Agents to view calling records for the Customer accounts as
well as other transactions that took place on the Account
In
the case of Digicel, verification can be done by using one of three (3) types
of information requested by the Digicel Customer Care Agent in the following
order:
1. PUK1
(Phone Unlock Key)
2. Month
and Year of SIM Card Activation
3. Full
confirmation of Registration Information
These
pieces of information are chosen to verify a SIM Card and the associated
Prepaid or Postpaid Account as they’re unique to the Account, which is made up
of the SIM Card, the associated Phone Number and the Customer. Having a copy of
the PUK1 in the event that you need to have it for verification or unblocking
your Phone after initially being blocked is essential knowledge for Digicel
customer!
The
first two pieces of information which reside on the letter you received when
you purchased your SIM Card or Mobile Phone from Digicel are rarely kept by
anyone nearby. Usually it’s trussed away in a drawer or among travel documents,
as it’s the kind of thing you rarely pull out and walk around with. But from
Digicel’s point of view, the letter is the equivalent of a Driver’s License or
TRN (Tax Registration Number); you have to present it in order for them to
access the various GUI’s and thus assist the customer.
The
Case for LIME is a bit different. LIME Customer Care Agents are a little more
lax, requiring that you merely prove you’re the Phone’s owner by using either
of the following:
1. Verify
the last three (3) numbers that you called from your lost or stolen Mobile
Phone
2. Full
confirmation of Registration Information
They
don’t use the same information as Digicel, as the rational is that anyone can
possess these documents and claim to be you. Only the true user of the Phone,
LIME reasons, would know the last three (3) numbers they called off the top of
their head in order to verify that the Mobile Phone is theirs. As argued above,
the PUK1 and the Month and Year of SIM Card Activation merely identify the SIM
Card, not the true owner of the Mobile Phone.
Thus,
for both Telecom Providers, only the Full confirmation of Registration
Information can truly verify that the SIM Card, Phone instrument and Mobile
Phone number associated with both the SIM Card and the Mobile Phone belong to
the person on the call with the Customer Care Agent
Why Registering is
important: Absolute Verification of Ownership
But
if your house has been turned upside (literally!) or worse one of the
circumstances that has resulted in you calling may have been that your house
has been gutted by fire, this is the last thing that you want to hear. Thus a
workaround does indeed exist by way of the last form of verification: Full
confirmation of Registration Information
This
form of verification is not oft used, oweing to its tedious nature, as the
Digicel Customer Care Agent has to verify every stitch of information on the
first try with the subscriber. Failure means that you cannot access the
Account. Additionally most subscribers are not registered, necessitating that
you have to get the Mobile Phone SIM Card registered at your nearest Digicel
Dealer.
But
a not-so-often exploited loophole exists in the system. If you have Government
of Jamaica Identification i.e. TRN (Tax Registration Number), Driver’s License,
Passport, Voter’s ID, you can register the SIM Card over the Phone without
having to verify.
This
works off the logic that as the possessor of the SIM Card has no real absolute
methods existing to prove that they had purchased it as once the SIM Card
holder registers the SIM Card it becomes theirs. This as it is common for the
ownership of SIM Cards, which are identified by the PUK1, to change. The month
and Year of SIM Card Activation merely identifies when the SIM Card accessed
the GSM Network and is also unique to the SIM Card and its associated Phone
Number.
For
these above reason, the need to have PUK1 or Month and Year of SIM Card
Activation to register the Mobile Phone with while calling 100 is not
necessary, as neither of these forms of verification identifies the owner of
SIM Card but merely the SIM Card itself.
LIME’s
method of asking the caller to recall the first three (3) numbers called from
the Mobile Phones is a little better, prone only to the Customer Care Agent
being duped into giving out information dues to the Caller having access to the
Mobile Phone i.e. he’s lying.
Thus
confirmation of the full Registration information identifies the owner of the SIM
Card, Mobile Phone as associated with the Mobile Phone number. The other forms
of verification only verify the SIM Card as being a valid member of the Telecom
Provider’s Network and as such can be anyone who just happens to have the SIM
Card at the time.
Registering your SIM
Card and Mobile Phone
The
same is true if you visit the Dealer Store for either Digicel or LIME.
The
Digicel or LIME Customer Care Agents, (Face-to-Face Customer Care is their
internal nickname!) only want GOJ (Government of Jamaica) ID, not the SIM Card
letter, as they need no verification to verify that it’s your SIM Card, just
merely that you register it using a valid GOJ ID.
To
register your SIM Card you’ll need:
1. First
and Last Name
2. Birth
Certificate (if you can’t remember your date of Birth)
3. GOJ
Identification i.e. TRN (Tax Registration Number), Driver’s License, Passport,
Voter’s ID
4. Physical
Address
5. Email
Address
6. Alternative
Phone Number
7. Pen
and Paper to record all this information
Then
you call Digicel or LIME Customer Care at 100 on your Mobile Phone. Whichever
Network you call, Customer Care Agent will then assist you by accessing the
Prepaid Registration GUI and updating your registration information for your
SIM Card using the above information you’ll supply to them over the Phone. Make
sure to keep a written copy of the information that you used to register your
Digicel Prepaid Account.
Then
from that point on you’re registered. You can then use this registration
information to call back Digicel Customer Care at 100 to access:
1. Details
of your Account
2. Make
queries about which numbers you had called, albeit Customer Care cannot tell
you Phone numbers
3. Have
Voicemail service fixed if any problems arise
4. Have
your Plans checked in case of problems e.g. Blackberry Plans, International
Calling Plans VIP Talk and VIP Text Plans, etc.
5. Request
your PUK1
6. Bar
the Mobile Phone
Thank
you for making it Digicel Customer Care and LIME Customer Care.
Do
have a pleasant day!
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