Jazz subscribers from across Pakistan have been facing serious billing-related issues for as long as 9 days now, having been left with no option when they need to top up their accounts or pay their bills.
Jazz customers have been complaining of problems in outgoing, incoming, and internet services, with the issue persisting for many since November 1.
#Jazz #Mobilink outgoing calls barred on the most numbers due to error in system. No intimation from service provider, zero response on helpline. Company says system out of order for the past few days while official regulator @PTAofficialpk seems careless. @PakPMO
— Waqar Gillani (@waqargillani) November 9, 2021
Countless Jazz customers have complained of not being able to subscribe to bundles or packages since the problem first surfaced. The complaints are coming from all across Pakistan so the outage is presumably affecting many of the 71 million Jazz subscribers at different degrees.
.@jazzpk Hi. You guys really have the most pathetic customer care service, don't you? Because YOUR systems are down, I am not able to pay my bill as a result of which I am neither able to make calls nor receive them. Your helpline isn't working either. What should I do?
— Hassan Choudary (@hassanchoudary) November 9, 2021
Jazz’s response on Twitter has been pretty mechanical with the company using this standard reply: “We regret the inconvenience being caused. Please share your detailed concern in inbox along with your phone number so that we can assist you in a better way.”
Hi Musa, inconvenience is regretted. Please share your detailed concern along with your phone number in inbox so that we can assist you in a better way.
— Jazz (@jazzpk) November 5, 2021
Services like the issuance of new SIMs and Mobile Network Portability have also been unavailable for a while now with customers returning from Jazz franchises and experience centers with unresolved queries. The reason given by Jazz is the ongoing ‘system upgrade’ that has rendered biometric verification temporarily inactive.
Furthermore, Jazz’s helpline has remained mostly unattended since the problems began to arise, leaving millions of subscribers helpless and disconnected. Although some users were told by Jazz about the system upgrade, no further details have since been provided to the affected subscribers.
Mobilink is the worst service provider. My phone's both incoming n outgoing are not working. There is no way to pay the bill. Franchise people are helpless and uncourteous. That is the unfortunate state of biggest mobile network in Pakistan. #jazz pic.twitter.com/kscsMNy1tM
— Ali khizar (@AliKhizar) November 9, 2021
When approached by ProPakistani on the issue, Jazz responded with a lukewarm comment, saying, “A planned upgrade to new digital systems, for our customers, is underway. Our telecoms and data services are continuing seamlessly. However, a few customers may face some intermittent issues during this time. We regret any inconvenience caused and appreciate our customers’ cooperation during this time.”
Jazz’s continued disregard for the grave concerns of its customers for days on end should be reason enough for the regulator’s intervention. The company’s failure to intimate its customers about the system upgrade in advance also speaks volumes of its neglect of customers.