Zero1 Mobile discussion thread

[kottty]

Wa, you no need work? Youtube 8hrs sia!

my daily YouTube usage ..actually i listening more den watching ..just keep it running since is unlimited

Sent from Xiaomi MI MAX 3 using GAGT

 

[squarepipe]

my daily YouTube usage ..actually i listening more den watching ..just keep it running since is unlimited

Sent from Xiaomi MI MAX 3 using GAGT

YouTube vanced user.. I personally prefer newpipe for background playback

 

[doratown]

Another confirmation from Zero1

Yes, you may use Zero1 data SIM for hotspot or tethering at no extra charge.

LOL I would rather connect to wireless@sg or mcdonald wifi, still faster than 01

1mbps is so last century.

 

[Kzhan00b]

Talking about Zero1's Customer Service, I'd just like to chip in on my experience and suggestions so anyone who faces an issue and needs to contact them can know what to expect, and what to do.

Disclaimer:: The suggestion i'm making might is just my own take on how perhaps we can bypass/expedite any pending cases due to the non-existent customer services, so just take it with a pinch of salt.

TLDR

Spoiler

Email them as per normal, give them a day or two to reply your email (Benefit of Doubt).

If they reply, good. If not, go to their Facebook page and message them. They will help direct your concerns to the relevant department.

Facebook Messenger takes around 1 Business day max on the average to reply to you.

Try to screenshot/highlight any existing email threads via Facebook so when it's directed to the customer service to reply to your email, they will search and reply to the existing email, and not create a new 'issue'/'thread'.

Take every email reply you can get like a 'gem', so make sure you ask the correct questions and make them reply to your questions to get things going.

I had to register a $13.9 Zero1 line for my cousin who would be in Singapore for a few months, and was previously holding a prepaid number.

When we signed up, I tried to port her prepaid number over, resulting in 3 week long issue with their customer service. (Yes I was dumb for not checking, and just wanted to try my luck )

Timeline was something like this, assuming we replied all within 12 hours:

• 
  ==== Week 1 ====
• 21 Sep, Fri -> Signed up & Paid
• 26 Sep, Wed -> Received SIM Card
• 27 Sep, Thurs -> Realize that it's not possible to port a prepaid, and emailed orderprocessing@zero1.sg for advise to resolve this problem
• 28 Sep, Fri -> Reply came in at 6pm (Lucky AF), advising us to choose from their list of available numbers.
• 28 Sep, Fri -> We replied with a number of our choice.
  
  Spoiler

  Sent: Fri 28-Sep-18 7:37 PM
  Dear XXX,
  
  This is XXXX's cousin, XXXX. I will be replying first as she's currently at work, so as to resolve this issue more promptly.
  
  Thank you for your reply. Our apologies for not double checking with the requirements with regards to the porting-in procedure.
  
  I checked via zero1's website with respect to obtaining a new number by signing up a new line, and found that XXXX XXXX is available, and we would like to use that number if it is still available as of the time you're reading and processing this.
  
  In this case would it be possible for the Zero1 Sim Card which we are holding on to currently, to be tied to and used with the above said number if everything goes well, without requiring zero1 to issue another new sim card?
  
  Hope to hear from you soon, and again my sincere apologies for not doing my due diligence before submitting the initial sign-up application.
  
  Please feel free to call me if there is any issues.
  
  Thank you!
  Best Regards,
  
  XXXX XXXX
  +65 1234 5678
  ------------------------------------------------
  Sent: Friday, September 28, 2018 7:05 PM
  Hi XXX,
  
  Thank you for your email.
  
  According to our records, your port-in request failed due to the line being
  a prepaid number.
  
  Kindly be advised that prepaid numbers are not allowed to be port-in.
  
  You may provide us with another number or choose a new line.
  
  Should you require further assistance, please do not hesitate to contact us
  again.
  
  Yours sincerely,
  XXX
  Zero1 Team
  ==== Week 2 ====
• 02 Oct, Tues -> Gave up waiting and sent another email to orderprocessing@zero1.sg and yes@zero1.sg(main CS email) to ask for update
• 02 Oct, Tues -> Messaged on facebook to ask for status update
• 04 Oct, Thurs -> yes@zero1.sg replied saying they forwarded the email to orderprocessing@zero1.sg
• 04 Oct, Thurs -> Facebook messenger replied something not useful, as my initial message was too vague. In return i sent a very specific reply back for more action from their orderprocessing department
  
  Spoiler

  2 OCTOBER 12:22
  Hi sir/mdm, I sent in an email last friday regarding a new phone line we registered, sent through XXXX@XXXX.com, but have yet to receive a reply thus far. I would like to check on the status on that? Hope to hear from you soon. Thank you!
  
  4 OCTOBER 09:43
  Hi XXXX, upon successful sign-up for the Zero1 Plan, it will take 1 business day for processing, 3 business days for SIM card delivery and 1 business day for activation or port in.
  
  4 OCTOBER 11:51
  Hi there, thanks for your reply. The current status is that we attempted to port in a pre-paid number initially, only to find out it's not possible after the sim card was delivered.
  In one of the email replies, your colleague told us that we will have to choose a new number instead. We replied that it was fine for a new number, and questioned if it was possible to get the new number tied to the sim card which was delivered to us initially.
  We have yet to receive a reply on that yet, considering it has almost been a week, hence i'm trying through this channel to see if it's possible for you to get the attention of the personnel in charge of replying the relevant email channel, as we need to get the line up asap for our cousin who's currently in Singapore for work.
  Hope to hear from you soon, please do not hestitate to contact me at XXXX@XXXX.com or +65 XXXX XXXX. Thank you!
  
  5 OCTOBER 10:21
  Hi XXXX, may I have the email address that you’ve used to register with us & your registered no. for Zero1?
  
  Replied with requested information after that.
  
  5 OCTOBER 14:52
  I have escalated it to the respective dept
  
  We have received an email and have replied, currently waiting for further action! Thank you so much!
• 04 Oct, Fri -> Email came, telling us the same thing as the first email (need to choose available number), as the person did not follow up from the first email and instead 'created' a new thread.
• 05 Oct, Fri -> We replied with 3 numbers available at that time, further stating that any random number would do also since by the time they actually see the email it's actually taken
  
  Spoiler

  Sent: Friday, Oct 5, 2018 11:13 AM
  Hi XXXX,
  
  I would like to take 8774 2320, 8774 2340, 8774 2347 if they are still available.
  
  If not perhaps any random available post paid number will do too.
  
  Thank you!
  Best regards,
  
  XXXXX
  ------------------------------------------------
  Sent: Thursday, Oct 4, 2018 6:31 PM
  Dear XXXX,
  
  We are un-able to proceed to port- in your mobile number to zero1. due to the following reason:
  
  Invalid Line Type: Prepaid
  If you can confirm it is post-paid. Please provide us the Proof of billing for the said service.
  
  Alternatively, you can provide us with another number or you may opt to choose a new line available from our web.
  Please select first 3 numbers of your choice as numbers are subject to availability.
  
  The following are the checklist before you request for transfer of your mobile number to Zero1 network:
  • Your number is a post-paid number with your existing telco
  • Your number is registered under your NRIC/ID with your existing telco
  • Your number is not inactive/suspended with your existing telco
  • There is no outstanding balance with your existing telco
  • Your number is no longer under contract with your existing telco
  
  We look forward to your reply soon.
  
  
  Thanks!
  
  Yours Sincerely,
  XXXXX
  Zero1 Team
  ==== Week 3 ====
• 10 Oct, Wed -> Facebook messaged them again to ask them to follow up as i was still stuck at the same problem after two weeks. Quoted and attached everything available, to ensure that they reply to the existing email and provided all information required. Replied on the day itself
  
  Spoiler

  10 OCTOBER 00:21
  Hi there, sorry to trouble and bother you on this channel again. The following are the details of our account:
  -Name: XXXX
  -Email: XXXX@XXXX.com
  -Number: XXXX XXXX (Prepaid number)
  -Member Number: XXXX
  -SIM Code(IMSI?): XXXX
  
  The background is that we tried to port a prepaid number for a new line, and we have been advised by your colleagues that it is not possible, and we can opt for a new number instead.
  
  We were advised by your colleagues XXXX(Friday, 05 Oct) and XXXX(Friday, 28 Sept) that porting prepaid number is not possible, and we could opt to choose a new number instead. We replied with our choice of number, and have yet to receive any update from them. As such, we would like to see if you could bring this to the attention of the department, so that we can have an update on the status?
  
  To make the process quicker, as you pass to your colleague for follow-up, the numbers chosen in the previous emails may no longer be valid, we would like to try for the following 4 numbers in ascending priority if available:
  1. 8774 2776
  2. 8774 8782
  3. 8774 8756
  4. 8774 2762
  
  If they are all unavailable, any random number will be fine by us.
  
  Also, could we know if the existing SIM card which we are holding onto now, can be used in conjunction with the new postpaid number, or we will need to wait for another new SIM card?
  
  We have been waiting on this situation for the past 3 weeks with no progress, and getting email replies stating the same advisory action (to get a new post paid number instead) but no follow up being done after we reply to the email.
  
  As such, could I trouble you to bring your colleague in the respective department to their attention about this situation, letting them know we are aware of what we have to do (which is to choose a new number for the plan we are registering for, from the 4 numbers stated above), so that they will be able to move ahead with connecting the chosen number with our registered plan, and updating us of something new instead.
  
  Please do not hesitate to call XXXX (+65 XXXX XXXX) or XXXX (+65 XXXX XXXX) at any time if necessary, and we will strive to help and provide any information you might require.
  
  Hope to hear from you soon!
  Thank you!
  _______________________________________
  
  Please see attached image for the most recent email
  (Attached a screenshot of the most recent email)
  _______________________________________
  10 OCTOBER 17:04
  Hi XXXX, I have escalated it to the respective dept.
• 11 Oct, Thurs -> orderprocessing emailed us back stating the numbers i chose last week were no longer available, asking me to choose another 3 numbers. You have no idea how hysterical i was when the person outright ignored my plea to help me choose a number if the 3 i chose was unavailable.
• 11 Oct, Thurs -> Replied with one sentence, 'We are okay with any number'
• 11 Oct, Thurs -> Facebook Messaged to get their attention again
  
  Spoiler

  11 OCTOBER 14:15
  Hi there, sorry to bother you again. Could you help us bring our reply to the respective department's attention again, and inform the respective personnel on duty to choose the number for us.
  
  Any available number will do as the time taken for a response by email would result in any numbers we choose to be unavailable by the time they respond to our email.
  ______________________________________
  Please see the attached screenshot for yours, and their reference too.
  
  Thank you!
  ______________________________________
  The matter has been resolved, thank you so much for you assistance for the past few weeks!
• 11 Oct, Thurs -> Email us back before Facebook message was read, telling us our sim card was activated, without telling us the number. I had to manually log into their website to check.
  
  Spoiler

  Sent: Thursday, 11 October, 2018 2:46 PM
  Dear XXXXX,
  
  We have just activated your sim card, with the new number.
  
  Please let us know if you are facing any issues still.
  
  Yours sincerely,
  XXXX
  Zero1 Team
  
  ________________________________________
  Sent: Thursday, 11 October, 2018 12:21 PM
  
  HI XXXXX,
  
  Any number which is still available is fine by us.
  
  Please help us choose.
  
  Hope to hear from you soon.
  
  Thank you!
  Best Regards,
  
  XXXX
  +65 XXXX XXXX
  ________________________________________
  Sent: Thursday, October 11, 2018 12:10 PM
  
  Hi XXXX,
  
  We apologize for the delayed reply.
  
  All the numbers are no longer available.
  
  Please choose another 3.
  
  Yours sincerely,
  XXXX
  Zero1 Team
  
  ________________________________________ Note that this is forwarded from the previous email
  Sent: Friday, 5 October, 2018 11:13 AM
  
  Hi XXXX,
  
  I would like to take 8774 2320, 8774 2340, 8774 2347 if they are still available.
  
  If not perhaps any random available post paid number will do too.
  
  Thank you!
  Best regards,
  
  XXXX

So if anyone faces this problem, I believe one way to expedite and workaround their non-existent customer service would be to BUMP/Bring an existing pending email issue to their attention via Facebook.

1. Make sure you provide every single detail you think they will require, so they don't come back after 1-∞ days asking for something, then you have to wait for another 1-∞ days for the next reply.
2. Make sure you bring to their attention that there's an existing email thread/issue which you already have raised, so they actually follow up with it instead of assuming you are creating a new 'case/issue' with them. Else you might end up wasting a week to end up with no progress like i did in week 2
3. Come into this with an open mind and assume the worse service you can receive and your blood pressure won't go up too much.

Take their replies like a holy grail from the jade emperor, so provide them with everything you think they will need.

Also as of the time i was hounding them to solve the problem, my understanding is that they reject all calls to their number stated on google, unless there's a way to bypass it which i do not know of.

PS: Please let me know if i forgot to remove anything confidential like name/number/email/anything. Thanks

 

[hlfonn]

all depend individual usage la ..got sim only plan that only pay $30 and can play YouTube 8hours daily ?

Sent from Xiaomi MI MAX 3 using GAGT

yep, up to individuals. see which prepaid/postpaid suits their likes.

 

[hlfonn]

LOL I would rather connect to wireless@sg or mcdonald wifi, still faster than 01

1mbps is so last century.

No choice for me. At home no wifi.

And I prefer to use mobile broadband instead of fibre broadband cause I don't want to install fibre wirings etc.

Yup 1mbps throttle been quite a long time.

Note: Zero1 $9.90/$13.90 plan is just 0.5mbps after 5GB used.

 

[squarepipe]

No choice for me. At home no wifi.

And I likes to use mobile broadband instead of fibre broadband cause I don't want to install fibre wirings etc.

Yup 1mbps throttle been quite a long time.

Note: Zero1 $9.90/$13.90 plan is just 0.5mbps after 5GB used.

U live alone? If live with many ppl it's more cost effective to sign up fiber.

 

[Shutterbox]

No choice for me. At home no wifi.

And I likes to use mobile broadband instead of fibre broadband cause I don't want to install fibre wirings etc.

Yup 1mbps throttle been quite a long time.

Note: Zero1 $9.90/$13.90 plan is just 0.5mbps after 5GB used.

0.5mpbs is good enough for Spotify music streaming?

 

[hlfonn]

U live alone? If live with many ppl it's more cost effective to sign up fiber.

Privacy cannot tell LOL

Nope, living with parents. Only myself use computer.

But my parents are very old, so not good with smartphones and computer.

 

[hlfonn]

0.5mpbs is good enough for Spotify music streaming?

Didn't use spotify before. So I ain't sure.

My opinion is "for music should be fine"

see any other peoples know anot.

 

[squarepipe]

Privacy cannot tell LOL

Nope, living with parents. Only myself use computer.

But my parents are very old, so not good with smartphones and computer.

You should give your parents a smartphone mine use about 100GB each a month on wifi with their phone.

 

[vinnong]

0.5mpbs is good enough for Spotify music streaming?

It is fine for music streaming

 

[letsgososhi]

Singtel user get 1 day data and they complain

我们什么都没有curry nah at least give 1 day un throttled too

 

[Shutterbox]

Subscribed the 9.90 one for Spotify premium

 

[kenchi]

Yup Spotify steaming is still ok on trottle speed as it buffer cache so trottle still ok no issue

Didn't use spotify before. So I ain't sure.

My opinion is "for music should be fine"

see any other peoples know anot.

All Apple Eco- IpX/7 & iPad Pro & Apple Watch & TV HardwareZone Forums app

 

[squarepipe]

Need TPG to launch soon instead of more mvno

 

[weimin79]

Lol haha so funny.

Singtel user get 1 day data and they complain

我们什么都没有curry nah at least give 1 day un throttled too

 

[hlfonn]

You should give your parents a smartphone mine use about 100GB each a month on wifi with their phone.

mother never use smartphone at all.

father only knows sms and calls only.

both are not tech savvy

sorry for being kind of off topic

 

[squarepipe]

I feel the 3 telco have alot of spare bandwidth. Last time remember national day they give free data on that day network never overload.

Hopefully tpg come and make them more competitive.

 

[Shadowz1984]

I feel the 3 telco have alot of spare bandwidth. Last time remember national day they give free data on that day network never overload.

Hopefully tpg come and make them more competitive.

Not sure when TPG will launch their plans given their current situation. Even if they launch, how long they can last is another issue...