Mobilink to Reward Network Outage Affected Customers

With a view to thank its customers for their patience and loyalty, Mobilink has announced a phased plan for customers who experienced disruption in service, due to fire in its MSC in Islamabad.

This is the first time a reward of this scale has been announced and awarded by any telecom operator in the country for disruption caused by a force majeure event.

Sharing his views, Mobilink President & CEO Rashid Khan said that while it was difficult to make up for the missed experience, the company cherishes customers who continue to prefer Mobilink and this is a humble gesture of goodwill by the company for their patience and loyalty.

A fire incident at one of the company’s technical hubs in Islamabad on March 6, 2011 caused suspension of cellular services in Islamabad, Rawalpindi and some pockets outside the twin cities.

Mobilink was able to bring back the network partially within a few hours and complete connectivity was restored within 24 hours. Customers were updated of the incident and restoration via press announcements by the company at the time.

To facilitate customers who were directly affected by the incident, the company has announced free minutes and SMS for prepaid customers whereas postpaid customers will receive an adjustment against their monthly bill.

Affected subscribers will be intimated by the company through SMS in a phase wise activity scheduled from May 14, 2011 to June 13, 2011. Customers may dial 111 at any time from their Mobilink connections for any queries.


  • Arsalan

    That’s nice. I thought “Jazz Pindi-Islamabad Package” (http://www.mobilinkgsm.com/jazz/jazz-islamabad.php) was the total compensation.

  • sarhadi_uqab

    Thanks Mobilink
    I am happy after new gprs package
    We always with mobilink

    Truely NO:1

  • Open Media News Website

    Very nice Package. but only Signal Problem :(

  • hassan

    What about those who ported out

  • Sameer Usmani

    Reminds me of when Mobilink had to pay Rs. 50 in the form of mobile credit to each of its subscriber back in 2003 because of some penalty imposed upon it.

    • muhammad hussain

      which penalty can u tell me about it in detail

    • muhammad hussain

      which penalty? can u tell me about it in detail

  • Suhaib Malik

    I hope mobilink will maintain its service in coming days. now a days mobilink is having alot of issues, i was not able to call or send sms from my home location in karachi, according to the call center agent they are having issue with their cell site and they are working on it. I got my services restored after 3 days. I guess no one wants such kind of down times if he is paying enough to use the service. Some time they pretend that they are giving the serive for FREE that’s why they are so reluctant in improving or maintaing the quality of service.

  • Mubasher

    wooo… i’m getting mine around the 25th! ;)
    veeeery generous of them i must say. heart you mooore mobilink!!!

  • Faran

    Really, I started thinking to port my mobilink connection to any other good cellular network provider. I got much sick of network/connection issues with mobilink. It happend many times, I call a valid number but there is no luck with mobilink. It happens less often if I get a PTCL number reached during first attempt. I have re-dial it several times. Even Mobile to Mobile connections are also getting its prey. Last night, I tried to call on a number for 12 times but no ring was gone. By 13th call I was able to listen the ring going and then phone was picked from the other side. We can never be sure if it will work during emergency for somebody. Mobilink network gone very bad. Its better if they could focus on quality of the service first rather than going for quantity. Small bank of happy customers is good rather than a large bank of the angry ones. Why they launch new promotion packages if they can’t sustain existing customers well?|?|?
    A famous English saying is; first deserve then desire. Simply, they are not following it either. Their network is getting more poor day by day while they are still hungry for more number of users to make it extremely bad!!!

    • Suhaib Malik

      Truly agree with you. Mobilink is now also in the race of offering packages, rather than focusing in maintaining the quality of service.

  • sameen

    ye hoi na baat. is this really happening??!?! good yaar..
    @mubasher: how did you check that?

  • Rizwan Rajput

    simply BEST

  • Mubasher

    @Sameen: i called the helpline 111

  • babar

    @faran: i own a fmcg distribution company with head office in Lahore and our network is spread all over punjab. we use indigo and jazz and we haven’t faced any problems, ever. and since i’m mobilink’s loyal customer i feel it’s my responsibility to share a good experience. we also frequently dial on other networks and we don’t face any issues, even during peak hours.

  • humayun

    wah jee.. cha gya hai mobilink

  • sameen

    got it! ;)
    thanks..

  • mahwish

    i think this is a great show of responsibility besides a carign gesture towards the loyal customers. Pakistan’s cellular industry is definitely a role model for others.

  • shan

    hw many fre mins and sms?

  • bilal

    hey guys… i am part ov mobilink call center… its tru v r facing lot ov issues now a days, but it doesnt mean v dont care about our family… our first priority is customer satisfaction, and those guys who wants to switch to other networks dun even thnk about it,,, cz mobilink vil gv lot in future…
    32 million suscribers,,, its not easy to reach dat mark,,,

    port out per month 3 lacs
    port in per month 5 lacs

    ab khud soch lu sab…

  • Trish

    Really? WoW! Im truly impressed by this gesture!
    Thanks a lot Mobilink..

  • Naila

    Wow! they are being compensated!
    I dont have mobilink! but i must say this is great thing that Mobilink is doing! It’s customers must be very happy!

  • sarfraz

    ye tou aala baat hai. simply mobilink…. simply the BEST!!!

  • nadeem

    haan jee.. so how many minutes or sms did you guys get?? i’ve been in touch with my friends on this and i think mujhe kuch ziada he mil gaye hain

  • nazne

    mobilink truly cares. it has proven this time and again.
    p.s: JAZZ BEST HAI! ;)

  • muhammad

    wait! does this mean we are getting free minutes and sms?
    like… all of us? there must be at least a million affected users..
    THIS IS BEYOOOND AMAZING!!

  • shahzeb

    bohat aala bhaye bohat aala!

  • Maryam

    This is a great surprise! Never thought this would happen!
    Glad to hear this amazing news!

  • Rabia

    This is neat!
    I wonder how my bill would be adjusted, because i have a post paid connection..

  • shujaat

    i’m in states now and but i used to be mobilink’s loyal customer till 2009. it’s so good to hear something like this. i’m glad and feel honored that the cellular industry of pakistan act so responsibly. way to go moblink. cheers!

  • khwajah

    greeeatt..
    mobilink, tu he tou hai sach jazba!! ;)

  • bushra

    compensation all the way
    hats off to you
    :-))))))

  • taha

    when are we getting it? will it be adjusted this month if i’m postpaid user?

  • mubasher

    i am a prepaid user and the helpline (111) was helpful. you should probably dial in and inquire.
    p.s: this is aweeesome :D

  • Shani

    This is great news!
    I never thought this would happen in Pakistan!
    pretty impressive!

  • hira

    is this really happening? :D

  • hassan

    i feel proud to be a part of mobilink family. this shows how dedicated they are to give back to the loyal customer base.

  • lodhi

    love how they make you feel taken care of……

  • zahra

    i thought this doesn’t happen in pakistan! :p
    *sigh*
    it’s soooo good to be back. 3 months and still rolling. a few shocks and a looott of surprises. heart you jazz!

  • aisha

    loooooooving it!!!!!!!!!!!!!

  • Maham

    Fantastic!
    I get freee minutes and sms’s..

  • mmm

    we are getting free minutes and text messages, just for being patient and loyal! who’d think we’d be rewarded for this!
    Thanks Mobilink!

  • Saima

    Mobilink showing their true jazba to their customers!
    Great!

  • Mashaal

    Just read the article
    and wanted to appreciate Mobilink for this..
    Congrats on making sure that i will not change to another connection

  • qureshi

    awesome neeeews!

  • momina

    very commendable! when will other industries in the private and specially public sector learn from good examples like these?

  • nawaz

    this reminds me of atlantic airlines when they compensated their customers back in 2002 for the flight delays in US. makes me feel proud to be pakistani!

  • tanvir

    hmmmm… fair play at its best! ;)

  • saaim

    from what i know through newspaper they faced heavy losses because of the accident. and this news come as a surprise since mobilink must be covering up for the losses. very generous of them. epitome of ‘customer first’ approach

  • Fatima

    Just found out about this!
    May 14th to June 13th!
    Thank god! i still have time to call and get my free minutes and texts.

  • omar

    kudos to that! why is everything being so generous to me these days.. heh

  • unam

    yaayyyy… free food, minutes and sms make me soooo happy :p

  • mish

    wow! so many comments
    I guess it really did leave an impact on everyne especially the mobilink customers!
    Once again congratulations Mobilink, for winning the heart of your loyal customer!

  • mansoor

    JUST got my free minutes and smses. owing to a friend’s suggestion, this is the first time i’m visiting this blog website and i think it’s doing a great job. this read added to the joy of getting the compensation. good job propakistani. and mobilink you’re the best

  • Sarah

    Thank you for this compensation!
    I hope and pray that Mobilink always keeps their customers in mind and I wish you the very best ahead!

  • nadeem

    mobilink waisay best hai yaar..