If customers ask how to register or unregister the phone package, please do the following steps:

1. Make sure the number is active 

2. Make sure customers have enough credit 

3. Inform how to register or unregister the package through the application "my.xxx" (Download the apps > sign up/   

     Sign in > scroll down > select the phone package you want to choose)

4. Or you could type UMB *123*3# (to register)

5. Or you could type UMB *123*3*1# (to unregister)

Category: Inquiry  

Sub Category 1: Call 

Sub Category 2: Mechanism

If customers ask for help to register phone package from the system, please do the following steps:

1. Make sure the number is active

2. Make sure customers have enough credit

3. Help package registration through the system

4. Inform the package will be active maximum 1x24 hours

Solution:

1. If the number no longer active, suggest customers to top up credit or purchase active period at UMB *123*4#

2. If the credit or balance is insufficient, advise customers to top up credit (prepaid) or top up balance (postpaid)

3. If everything okay, help package registration through the system

4. Inform the package will be active maximum 1x24 hours

Category: Inquiry  

Sub Category 1: Call 

Sub Category 2: Request Reg Package

If customers ask for help to unregister phone package from the system, please do the following steps:

1. Make sure the number is active

2. Verify data (full name, ID card number)

3. Check in the system whether the package is active or not

Solution:

1. If the package is no longer active, inform the customer that the package has been successfully stopped

2. If the package is active, help stop the package through the system

3. Inform the package has been successfully stopped maximum 1x24 hours

Category: Inquiry  

Sub Category 1: Call 

Sub Category 2: Request Unreg Package

If customers ask how to register or unregister an internet package, please do the following steps:

1. Make sure the number is active

2. Make sure customers have enough credit to purchase the package

Solution:

1. If the number no longer active, suggest customers to top up credit or purchase active period at UMB *123*4#

2. If the credit or balance is insufficient, advise customers to top up credit (prepaid) or top up balance (postpaid)

3. Inform how to register or stop the internet package via myX application (Download the apps > sign up/ Sign in >  

     scroll down > select the internet package you want to choose) or via UMB *123*2# (to register) & UMB *123*2*1# 

     (to unregister)

Category: Inquiry  

Sub Category 1: Data 

Sub Category 2: Mechanism

If customers ask for help to register internet package from the system, please do the following steps:

1. Make sure the number is active

2. Make sure customers have enough credit

3. Verify the data (full name, ID card number)

4. Help package registration through the system

5. Inform the package will be active maximum 1x24 hours

Solution:

1. If the number is no longer active, suggest customers to top up credit or purchase active period at UMB *123*4#

2. If the credit or balance is insufficient, suggest customers to top up credit (prepaid) or top up balance (postpaid)

4. Help the customer to register the package through the system

5. Inform the customer that the package will be active maximum 1x24 hours

Category: Inquiry  

Sub Category 1: Data 

Sub Category 2: Request Reg Package

If customers ask for help to unregister the internet package from the system, please do the following steps:

1. Make sure the number is active

2. Verify the data (full name, ID Card number)

3. Check in the system whether the package is still active or not

4. Inform the package will stop maximum 1x24 hours

Solution:

1. If the internet package is inactive, inform that the package has been successfully stopped

2. If the internet package is active, help the customer to stop the package through the system

4. Inform the customer that the package will stop maximum 1x24 hours

Category: Inquiry  

Sub Category 1: Data 

Sub Category 2: Request Unreg Package

If customers ask how to top up credit, or how to check the remaining balance / credit, please do the following steps:

A. How to check the remaining balance or credit:

1. Inform how to check the remaining balance can be through "my.xxx" or

2. Via UMB *123#

B. How to top up credit: 

1. Inform that customer can top up credit through counter/ MBanking/ Internet banking/ E-wallet or visit the nearest 

outlet

Category: Inquiry  

Sub Category 1: Bill/Balance 

Sub Category 2: Mechanism

If customers ask how to activate prepaid/ postpaid card, or how to replace the card because it is lost/ stolen/ damaged, 

or how to activate the postpaid, please do the following steps:

A. How to activate the prepaid card: 

1. Inform how to activate the prepaid card via UMB *123*1*1*1#

2. Inform that the prepaid card will be active maximum 1x24 hours

B. How to activate postpaid card:

1. Inform that to activate the postpaid card, customers can visit the nearest outlet (bring a photocopy of ID Card)

2. Inform to make a pre-payment

3. The first bill will be cut from the pre-payment

Category: Inquiry  

Sub Category 1: Sim card 

Sub Category 2: Mechanism

If customers ask how to replace lost/stolen/damaged cards, please do the following steps:

A. How to replace the card due to lost/ stolen:

1. Inform to visit the nearest gallery (bring photocopy of ID Card)

2. If the customer represents someone else, inform customers to bring a power of attorney, with a Rp20,000 stamp 

signed by the owner

3. Inform for card replacement fee charged Rp.10.000 (for prepaid) or free (for postpaid)

4. Inform the remaining balance/ credit will return

5. Inform the full address of the nearest gallery

B. How to replace the card because it is damaged:

1. Inform to visit the nearest gallery by bringing a photocopy of ID Card

2. If the customer represents someone else, inform customers to bring a power of attorney, with a Rp20,000 stamp 

signed by the owner

3. Inform to bring a damaged physical card

4. Please inform that the card replacement fee is charged 10k (for prepaid) or free (for postpaid)

5. Inform the remaining balance/ credit will return

6. Inform the full address of the nearest gallery

Category: Inquiry  

Sub Category 1: Simcard 

Sub Category 2: Simcard Lost/Stolen/Broken

If customers complain can't make outgoing call, please do the following steps:

1. Make sure the number is active

2. Make sure the remaining credit/ balance or remaining quota is sufficient

3. Ask for a response

4. Ask about signal conditions

5. Ask the brand & type of cellphone used

6. Ask the current location of customers

Solution

1. If the number is no longer active, suggest customers to top up credit, or purchase telephone packages, or purchase 

     active periods at UMB *123*4#

2. If the remaining balance/credit or remaining quota is insufficient, the suggestion is to top up credit (prepaid), or add 

     balance (postpaid) or purchase a telephone package

3. If there is a mass problem or maintenance at the customer's location, inform the customer to wait

4. If everything is okay, refresh the system then ask the customer to turn off the cellphone (restart) then try again

5. If repeat case, please make a report to the technical team then suggest to the customer to wait maximum 2x24 hours

Category: Complaint  

Sub Category 1: Call 

Sub Category 2: Cannot Make Outgoing Call

If customers complain can't receive a call, please do the following steps:

1. Make sure the number is active

2. Ask for a response

3. Ask when customers can't receive a call

4. Ask about signal conditions

5. Ask the brand & type of cellphone used

6. Ask the current location of customers

Solution

1. If there is a mass problem or maintenance at the customer's location, inform the customer to wait

2. If everything is okay, refresh the system then ask the customer to turn off the cellphone (restart) then try again

4. If repeat case, please make a report to the technical team then suggest to the customer to wait maximum 2x24 hours

Category: Complaint  

Sub Category 1: Call 

Sub Category 2: Cannot Recieve Incoming Call

If customers complain cannot register phone package, please do the following steps:

1. Make sure the number is active

2. Make sure customers have enough credit

3. Make sure there is no credit/balance deduction

6. Ask the current location of customers

Solution

1. If the number is no longer active, suggest customers to top up credit or purchase active period at UMB *123*4#

2. If the remaining balance/credit is insufficient, suggest customers top up credit (prepaid) or add balance (postpaid)

3. If there is a mass problem or maintenance at the customer's location, inform the customer to wait

4. If everything is okay & no credit deduction, help the customer to register from the system

5. Inform the package will be active maximum 1x24 hours

Category: Complaint  

Sub Category 1: Call 

Sub Category 2: Reg Package Failed

If customers complain cannot stop the phone package, please do the following steps:

1. Make sure the number is active

2. Ask for a response

3. Ask which package customers cannot stop (if the customer has more than one package)

Solution

1. Check in the system if the package is inactive, inform the customer that the package has been successfully stopped

2. Check in the system if the package is active, help stop it from the system

5. Inform the package will stop maximum 1x24 hours

Category: Complaint  

Sub Category 1: Call 

Sub Category 2: Unregistered Package Failed

If customers complain cannot access all websites, please do the following steps:

1. Make sure the number status is active

2. Make sure the remaining credit/balance or remaining internet quota is sufficient

3. Ask for a response

4. Ask when customers cannot access the websites

5. Ask about signal conditions

6. Ask the brand & type of cellphone used

7. Ask for the customer's current location

Solution

1. If the number is no longer active, suggest customers to top up credit or purchase active period at UMB *123*4#

2. If customers have insufficient credit or balance, or insufficient internet quota left, suggest customers to purchase 

internet packages or purchase extra quota on "MyX" or UMB *123*3#

3. If there is a mass problem or maintenance at the customer's location, inform the customer to wait

4. If everything is okay, help customers to refresh number from the system then suggest customers to restart their 

phone & try again

5. If repeated cases, please make a report to the technical team then advise customers to wait a maximum of 2x24 

      hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Failed Connect to All Web

If customers complain cannot access the internet, on some websites only, please do the following steps:

1. Make sure the number is active

2. Make sure the remaining credit/ balance or remaining internet quota is sufficient

3. Ask for a response

4. Ask when customer cannot access the internet

5. Ask about signal conditions

6. Ask the brand & type of cellphone used

7. Ask for the customer's current location

Solution

1. If the number status is no longer active, suggest customers to top up credit or purchase active period at UMB 

*123*4#

2. If customers have insufficient credit or balance, or internet quota left, suggest customer to purchase 

internet packages or purchase extra quota on "MyX" or UMB *123*3#

3. If there is a mass problem or maintenance at the customer's location, inform the customer to wait

4. Make sure there are no access restrictions on the website at the customer's place

5. If everything is okay, help customer to refresh number from the system then suggest customer to restart their phone 

& try again

6. If repeated cases, please make a report to the technical team then advise customers to wait max 2x24 hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Failed Connect to Certain Web

If customers complain about unstable internet access, please do the following steps:  

1. Make sure the number is active

2. Make sure the remaining credit/ balance or remaining internet quota is sufficient

3. Ask for a response

4. Ask since when did it happen

5. Ask about signal conditions

6. Ask the brand & type of cellphone used

7. Ask for the customer's current location

Solution

1. If the number status is no longer active, suggest customers to top up credit or purchase active period at UMB 

*123*4#

2. If there is insufficient credit or balance, or insufficient internet quota remaining, suggest customers to purchase 

internet packages or purchase extra quota on myX or UMB *123*3#

3. If there is a mass problem or maintenance at the customer's location, inform the customer about it & suggest to wait

4. Make sure there are no access restrictions on the website at the customer's place

5. If everything is okay, help customer to refresh the system then suggest customer to restart their phone & 

     try again

6. If repeated cases, please make a report to the technical team then advise customers to wait max 2x24 hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Intermittent Connection

If customers complain cannot register internet packages, please do the following steps:

1. Make sure the number status is active

2. Make sure the remaining credit/balance is sufficient

3. Ask for a response

4. Check in the system whether there has been a credit/balance deduction

Solution:

1. If the number status is no longer active, suggest customer to top up the credit or purchase active period at UMB 

*123*4#

2. If the credit or balance is insufficient, advise customers to top up credit (prepaid) or top up balance (postpaid)

3. If the credit balance has been deducted & the package is active, inform the customer that the package is active

4. If everything is okay, help the customer register the package through the system

5. Inform the customer that the package will be active maximum 1x24 hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Reg Package Failed

If customers complain cannot stop internet package, please do the following steps:

1. Make sure the number is active

2. Ask for a response

3. Verify the data (full name, ID Card number)

4. Check whether the package status is active or inactive

5. Ask which package want to stop (if the customer has more than one package)

Solution

1. Check in the system if the package has stopped, and inform the customer that the package has been successfully 

stopped

2. Check in the system if the package has not stopped, help stop it from the system

3. Inform the package will stop max 1x24 hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Unreg Package Failed

If customers complain that the credit does not update after top-up, please do the following steps:  

1. Make sure the number status is active

2. Verify the data (full name, ID Card number)

3. Check in the system whether the credit top-up is success or not

4. Check in the system whether there is credit usage or not

Solution

1. Check in the system, if the credit top-up is successful & the remaining credit is updated, suggest the customer clear

     "MyX" application cache then suggest the customer to check again

2. If the top-up is not successful, suggest the customer contact the person whom the customers buy credit

3. Check in the system if the credit top-up has been successful & the remaining credit has been updated but there is 

     usage, inform the customer

4. Check in the system, if the credit top-up is successful but the remaining credit is not updated & there is no use, help 

     make a report to the billing team & inform the customer to wait max 1x24 hours

Category: Complaint  

Sub Category 1: Bill/Balance 

Sub Category 2: Balance Not Update

If customers complain about lost credit/ balance, please do the following steps:  

1. Make sure the number status is active

2. Verify the data (full name, ID card number)

3. Ask how much credit/balance is lost & when it happened. 

4. Ask for the amount of credit/balance before losing it

5. Check in the system whether there is credit/balance usage

Solution

1. Check in the system, if there is no usage & nominal credit/ balance according to customer information, inform the 

      customer there is no credit deduction 

2. Check in the system if there is credit/balance usage, inform the customer about it

- Condition 1 (Internet):

a. If the credit/balance usage is for internet access & the condition of the customer does not have an internet package, 

inform the customer about it & suggest the customer to subscribe to the internet package

b. If customers don't want to subscribe to an internet package, suggest customer to activate the credit control feature 

in "MyX" app

c. If customers have an internet package & the remaining quota is still there, help the customer make a report to the 

billing team &inform the customer to wait 1x24 hours 

- Condition 2 (phone):

 a. If the credit/balance usage is for outgoing calls and customer does not have a phone plan, please inform the 

customer about this

b. If the customer has a phone package and the remaining quota is still there, help the customer make a report to the 

     billing team and inform the customer to wait 1x24 hours

- Condition 3 (SMS):

a. If customers use SMS outgoing (either to a fellow provider or an outgoing provider), inform the customer about it

b. If customers use it for the SMS VAS (Value Added Service), the information will be provided to the customer. If the 

     customer feels that they are not subscribed to the SMS VAS service, help the customer to stop the SMS VAS from the 

system and suggest the customer to enable the credit control feature in MyX

- Condition 4 (Suspicious Transaction):

If there is a suspicious credit/ balance deduction, help the customer make a report to the billing team and inform the 

customer to wait 1x24 hours

Category: Complaint  

Sub Category 1: Bill/Balance 

Sub Category 2: Lost Balance

If customers complain about internet access, slow connection internet access (Some websites), please do the following 

steps:

1. Make sure the number is active

2. Make sure the remaining credit/ balance or remaining internet quota is sufficient

3. Ask for a response

4. Ask since when

5. Ask about signal conditions

6. Ask the brand & type of cellphone used

7. Ask for the customer's current location

Solution

1. If the number status is no longer active, suggest customer to top up the credit or purchase active period at UMB 

*123*4#

2. If customers have insufficient credit or balance. or insufficient internet quota left, suggest customer to purchase 

internet packages or purchase extra quota on "MyX" or UMB *123*3#

3. If there is a mass problem or maintenance at the customer's location, inform the customer about it & suggest to wait

4. Make sure there are no access restrictions on the website at the customer's place

5. If customers use unlimited internet package, inform about FUP (Fair Usage Policy) internet access 0 - 80Gb 

     speed 100Mbps, more than that (80Gb), speed will decrease to 30Mbps 

6. If everything is okay, help customer refresh from the system then suggest customer to restart the phone & try 

     again

7. If repeated cases, please make a report to the technical team then advise customers to wait max 2x24 hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Slow Connection to Certain Web

If customers complain about slow connection internet access (all websites), please do the following steps:

1. Make sure the number is active

2. Make sure the remaining credit/balance or remaining internet quota is sufficient

3. Ask for a response

4. Since when did it happen

5. Ask about signal conditions

6. Ask about the brand & type of cellphone used

7. Ask about customer's current location

Solution

1. If the number status is no longer active, suggest customers to top up credit or purchase active period at UMB 

*123*4#

2. If customers have insufficient credit or balance, or insufficient internet quota left, suggest customers to purchase 

internet packages or purchase extra quota on "MyX" or UMB *123*3#

3. If there is a mass problem or maintenance at the customer's location, inform the customer about it & suggest to wait

4. If use unlimited internet package, inform your customer about FUP (Fair Usage Policy) internet access 0 - 80Gb,

     speed 100Mbps, more than that (80Gb), speed will decrease to 30Mbps 

5. If everything is okay, help customer to refresh number from the system then suggest customer to restart their phone 

& try again

6. If repeated cases, please make a report to the technical team then advise customers to wait maximum 2x24 hours

Category: Complaint  

Sub Category 1: Data 

Sub Category 2: Slow Connection to All Web