Q: How can I contact you?
A:
Send us e-mail on customercare@ug.Zain.com
Call on our toll free line 1100 from a Zain mobile or 0752 230110 from another line
Write to us on P. O. Box 6771 Kampala
Visit us at Zain House, Plot no. 40 Jinja Road, Kampala.
Fax: +256 41 230106
Q: What are the peak and off peak hour with Zain Uganda?
A: Peak hours are: 8am-9pm (Mon-Sat)
Off Peak hours are: 9pm-midnight and 5am-8am (Mon-Sat)
Discount time: midnight - 5am(Mon-Sat) and Sunday all day
Q: I have changed my name
A: Fill in the details on the tear off section of your invoice and send it to us on P. O. Box 6771 Kampala.
You can also write to us, e-mail or fax. (+256752911953) or (041-230106)
Q: How much will it cost me to be connected to the Zain Network?
A:
Prepaid service: 7,000/-
Postpaid service:
Connection fee: 43,750shs exclusive of VAT
Security deposit: Local access – 200,000/-
Security deposit: International – 200,000/-
Security deposit: International Roaming – 400,000/-
Monthly service fee: 17,500/-
Q: What is included in a SIM pack?
A: SIM card and airtime voucher worth 5,000/- as well as a user guide for Zain services
Q: My phone is network locked to another Network, and I want to use Zain. What must I do?
A: Contact that network operator to open the phone for you. They may charge you a fee for unlocking.
Q: I bought a Zain phone pack and I can’t use another Network SIM in the phone – why?
A: At first Zain phone packs were network-locked but today they are not.
Q: Is it possible to choose my own phone number?
A: Yes. You can choose a number within our specified number ranges for the Prepaid and Postpaid classes of service but we need to confirm this with activations desk.
Q: After inserting my SIM my phone still instructed me to ‘enter SIM' or ‘SIM invalid’. What does that mean?
A: Check that the SIM card is inserted correctly. If the problem persists, call customer service toll free on 1100.
Q: My SIM card has been lost. What must I do?
A: Report to Customer Service and fill in a form for your line to be suspended. You will be issued with a new SIM card on the same number at a nominal fee of shs.7, 000 only.
Q: Can I change my mobile number?
A: Yes. You can send us e-mail, fax or letter and the change of number will be done subject to the availability of the desired number.
Q: How do I increase the ear volume and ringing volume?
A: Follow this procedure for most phones:
Ear volume – During a call, press the button with upward arrow until you get the desired volume.
Ringing volume – In the menu of your phone, select ringer volume and adjust it to the desired level.
Q: How do I put the location / area info on the screen?
A: In the menu of your phone select the feature for Area messages, Cell Info or CB list and turn it on. Some phones require a code; enter 050.
For example on the Ericsson: Go to mail, area info, edit list, new code, enter 050 and press yes.
On the Nokia: Press menu, settings, phone settings, cell info display, select on, and press ok.
Q: I am having problems charging my phone – do you think it could be the battery?
A: The problem could be on the phone, battery or charger so each of
these parts need to be tested separately.
Q: I am having problems charging my phone – do you think it could be the battery?
A: The problem could be on the phone, battery or charger so each of
these parts need to be tested separately.
Q: How long will my Zain phone be under warranty?
A: Zain phones have a 3 months warranty.
Q: How do I change my PIN number?
A: First activate the PIN code option and enter the default PIN 0000. Then select the option to change PIN code, enter your new PIN and follow the instructions.
E.g. Nokia phone:
Press menu, settings, and security settings, change access codes, change PIN code, enter current PIN, enter new PIN and verify new PIN.
Ericsson phone:
Press the arrow, go to access, change PIN, enter old PIN, enter new PIN,
Verify new PIN.
Q: How do I use the security functions/ settings on my phone?
A: Security functions are not the same on all phones. Please consult the manual book of your phone to find out how you can use them or call customer service toll free on 1100 for assistance.
Q: I have forgotten my PIN code and am being asked now for a PUK (Personal Unblocking Key) code – what must I do?
A: Call customer service toll free on 1100. You will be asked to identify yourself by giving the names in which the number is registered. The PUK will then be provided.
Q: How can I configure my phone to receive data (e-mail or fax)?
A: Your SIM has to be enabled for data. Please contact Zain customer service to get this done free of charge.
You also need:
i) A connection with an ISP.
ii) A computer and a data cable or modem to connect your phone to the computer.
Q: I spilled water on my phone – what must I do?
A: First, switch off your phone. Secondly, remove the battery and SIM card. Lastly, wipe all the parts dry and leave it to dry for about 12 hours. NB: Do not switch on the phone unless all the parts are completely dry
Q: How do I enter the numbers on the scratch card?
A: i) Dial 130 and listen to instructions.
ii) Enter the numbers and press No. 1 to confirm
i.e. PPPPPPPPPPPP#1
OR Press * 130 * the number you scratched then # and yes/ok/send
Q: If I pay just to receive calls, how long will it last?
A: You can receive and make calls for as long as the airtime card you loaded is valid. You can still receive calls up to the 90th day.
Q: How can I divert my mobile phone calls to another line (e.g. my secretary’s phone)?
A: Prepaid customers do not have access to this facility
For Postpaid customers:
In the menu of your phone, select divert
Enter the type of divert
Enter the number you want to divert to (i.e. +256………)
Or Press * * 62 * the number to divert to (+256………) # and yes.
Q: How do I go about answering another call using the ‘Call Waiting’ facility?
A: Press yes to put the current call on hold, as well as to accept the second call. When you have finished talking to the second caller, press yes again to revert to the first caller.
Q: How do I go about answering another call using the ‘Call Waiting’ facility?
A: Press yes to put the current call on hold, as well as to accept the second call. When you have finished talking to the second caller, press yes again to revert to the first caller.
Q: How can I create specific ringing tones to help me identify certain people (e.g. spouse; mother; boss) trying to call me?
A: This facility depends on the type of phone. Please consult the manual of your phone to find out how this is done.
Q: I have been unable to receive calls, although I can make them. Why is this?
A:
Prepaid – Call customer service toll free on 1100 for assistance.
Postpaid – Check your phone for active diverts or call forwarding to another number. Or Call customer service toll free on 1100 for assistance.
Q: I am not getting all of my incoming calls – sometimes when people call me they get a busy tone even when my phone is not busy – why is this?
A: This may be a problem on the Network coverage in your area. Please call customer service toll free on 1100 for assistance.
Q: Can I have call wait/hold or call divert?
A: Prepaid - This facility is currently not available to prepaid customers.
Postpaid – Yes you can use this facility.
Q: Can I make an international call from my prepay mobile?
A: Yes you can.
Q: Where does Zain have coverage?
A: Click here to find out where Zain has coverage.
Q: Will I be able to make calls from anywhere in the country?
A: You can make calls within the areas covered by the Zain network.
Q: When will Zain provide cellular coverage throughout the country?
A: Our network expansion takes place in phases. Watch the media for announcement of expansion plans and the areas that will be covered, on your phone go to Zain Menu- Click on Zain info, then, Coverage and choose the region you’re interested in for up date, you can check the website for the latest coverage updates or contact customer service.
Q: Why do I get dropped calls depending on where I stand in my bedroom / office – how is the coverage affected in such a small space?
A: The signal may not be able to penetrate the building, or the area may have poor coverage. Please contact
Customer service toll free on 1100 for assistance.
Q: I can’t receive any signal in my house, only if I stand by my gate outside – what can be done about this?
A: Contact customer service toll free on 1100 for assistance. This problem will be logged and our Engineers will visit the area and solve the problem.
Q: Why is there interference with my phone during the daytime, especially in the city centre?
A: In the city center many other transmitters are using frequencies that are close to the one used by your phone and this
causes interference.
Q: What is Voicemail and how can I set up my personal voicemail box?
A: For more infromation about Voicemail, read the section on Voicemail on the website.
Q: What is my voicemail password/PIN?
A: The default pin is 3333 #
Q: How do I retrieve my voicemails from my mobile phone?
A: Dial 124, enter your pin (default is 3333) and listen to your messages.
Q: How do I change my voicemail PIN?
A: Dial 124 and follow the recorded instructions to set a new password and record a greeting.
Q: Can I call voicemail from a landline?
A: Yes, Dial 075 122, enter your mobile number (without the code 075), key * and follow the instructions.
Q: How can I deactivate the voicemail facility?
A: Access the Zain menu on your SIM card and go to, ”My Zain Account”. Choose the option to turn off Voicemail.
Contact customer service on 1100 if you require more assistance.
Q: How do I check my Voicemail while roaming?
A: Dial +256 752 124 and follow the directions to listen to your messages.
Q: How do I access the Service Centre Number for SMS?
A: The service centre number for Zain Uganda is + 25675010004. Follow the instructions in your phone manual to store it on your phone or call customer service toll free on 1100 for assistance.
Motorola- Menu, Messages, Message settings, Service centre, then enter +25675010004
Ericsson- Menu, send, Serv. Cent, then enter +25675010004
Nokia-Menu, Messages, Message settings, Set1, Message centre number, then enter +25675010004
Q: My SMS messages are not being received. Why is this?
A: Check that the service centre number is stored correctly in your phone. You may not have enough money on your account to send a message.
Q: Why doesn’t Zain sell new phone numbers with the SMS facility already activated?
A: Zain Uganda SIM cards are sold with active SMS facility.
To send SMS, simply store the service centre number in your phone and you are ready to send an SMS.
Q: How much do SMS info messages cost?
A: SMS info messages cost 160/-.
Q: How much do prepaid SMS messages cost?
A: If you are on a prepaid plan, SMS message cost 110/- peak and 50/- off peak.
Q: How do I top up my prepay account using the scratch card?
A: Dial 130 and follow the instructions to load airtime (Voice service) or via electronic transfer called direct top up or our Me2u service.
Q: How do I top up my prepay account via SMS?
A: Go to messages, write messages, enter the pin numbers in the dialogue box provided, from the scratched panel of the top up card, then, and send *130*Access number # to 130. A feedback reports will be provided saying “Account recharge success or failure” If this method fails, then, try the manual loading method.
Q: The number I have keyed in to top up my airtime window has been rejected as incorrect, even though I
typed in the exact numbers as printed on the scratch card. Why is this?
A: The scratch card may be inactive, faulty or used. Please contact customer service toll free on 1100 for assistance.
Q: I have tried to enter the scratch card number several times, but it keeps rejecting the number – what must I do?
A: Please contact customer service toll free on 1100 for assistance.
Q: How can I top up airtime for a friend?
A:
Prepaid - This can be done via mobile top up facility with the use of a function called “Direct Top up” or via
Me2u service (airtime sharing).
Postpaid – Dial 130, enter the account number (your friend’s number) i.e. 256752... and follow the instructions to load airtime.
Q: Do you charge an access fee to subscribe to the Zain Network?
A: Prepaid: There is no service fee.
Postpaid: Monthly access fee is 17,500/= per month.
Q: How do I check my balance for how much airtime I have left?
A:
Dial 129 and listen to the balance or
You can retrieve a/c bal via SMS (go to messages, write messages, then, type the word *131# ) within a few seconds, your balance will be displayed on your phone screen.
Q: Will I get charged each time I check my airtime balance?
A: No, this is a free call service.
Q: Will I get charged whilst retrieving my voicemail messages?
A: No, this is a free call service.
Q: What are calling rates for peak and off peak?
A: Please refer to the section with our rates for our Personal plans or our Business plans.
Q: How can I activate Who. Called.?
A: A. Contact Customer Service on 1100 to activate it.
Divert Voice calls on your mobile to +256750100200 for the Condition “When Not Reachable".
Q: I have been barred from making calls, and I want to know why?
A:
Prepaid – we do not bar outgoing calls but the system does not allow you to make a call when there are insufficient funds on your account.
Postpaid – Your bill may be unpaid or overdue. Please contact our credit control department toll free on 1177 for assistance.
Q: My phone went missing but now I have found it again – how can I reactivate the account?
A: Report to customer service and fill in a form for reactivation of recovered phones. Ensure that you give the correct names registered for that number.
Q: What is the procedure for deactivating my account?
A: Post paid - Write to the credit control manager. According to the terms of our contract, one months’ notice is required.
Q: What is roaming?
A: Roaming service enables a subscriber to move from one network to another using one SIM card
Q: How do you select the network when you get there?
A: Network selection while you are roaming should be automatic. If the phone does not select the network automatically, the customer should try manual network selection using the phone menu.
Q: How do you make calls while roaming?
A:
Local calls: dial area or mobile code and then the number
International calls: dial + (or international access code), country code, area or mobile code and then the number. (Please note: you can not access East African numbers using the East African access code 00 while roaming)
Calls to Uganda: dial + 256, area or mobile code and then the number
Q: How do you receive calls while roaming?
A:
When a customer is roaming his callers dial his number as they would if he was still in Uganda
Calls from Uganda: callers dial 0752 then the mobile number
Calls from abroad: callers dial + 256 752 then mobile number
Calls from country roamed in: + 256 752 then mobile number
Q: How are you charged while roaming?
A: Outgoing Calls:
Local calls: The customer is charged the partner’s roaming rate for a local call plus a 15% mark up
International calls: The customer is charged the partner’s roaming rate for an international call to that destination plus a 15% mark up
Calls to Uganda: The customer is charged the partner’s roaming rate for a call to Uganda plus a 15% mark up
Incoming Calls:
If the customer is within East Africa he is charged our rate for the Uganda-East Africa leg of the call.
If the roamer is anywhere else in the world he is charged our rate for the international leg of the call.
Q: Why are customers charged for incoming calls under this arrangement?
A: Customers are charged for incoming calls because it costs us to route calls to their numbers from here to the countries where they are roaming.
Q: How do you retrieve your voicemail while roaming?
A: For voicemail retrieval dial + 256 752 122 or + 256 752 111 122
Q: I am going on an overseas trip, can I take my prepay mobile with me?
A: No. This facility is currently not available to prepaid customers.
Q: Why is roaming not available for our prepay customers?
A: This service will soon be available.
Q: How do I send Me2U?
A: Type 2u(Space)Recipient phone number(Space)Amount (Space)Password (1234): and then send to 132
Q: How am I charged for sending Me2U?
A: You are charged 117 shs.
Q: Can I send Me2U to an MTN or MANGO number?
A: No. The Me2U service only allows you to send airtime to another Zain number. When you specify a number on a different Network the airtime will be sent to a Zain number with similar digits.
Q: If my number is off will I be able to receive money through me2u?
A: Yes you can be able find the airtime on your phone when you switch it back on.
Q: How do I know if the airtime I sent went through or not?
A: When you send airtime you get a reply notifying you on whether your airtime has gone through or not.
Q: Am I able to change my Me2U password from 1234?
A: Access the Zain menu on your phone, Select me2u, Select Change password, enter 1234, enter new password.
Q: What is the highest or lowest amount of money I can send via Me2U?
A: You can send as any amount between 1 shs and 99,999 shs.
Q: How am I charged when using conference call service?
A: You are charged per minute or per second for all the calls you originate/add to the conference.
Q: How many people can I talk to at once?
A: You can add a maximum of 5 people to the conference call.
Q: Are all phone types able to use this service?
A: No, some models like 3210 Nokia, Erickson 1018 are not able to use this service.
Q: Is this service only for calling people on Zain?
A: No, you can hold a conference call with people on other networks and even abroad.
Q: How do activate the conference calling service on my phone?
A: The service is already active on the phone, so you do not need to re-activate it.
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