By NG MIN SHEN/ Pic By ISMAIL CHE RUS
Celcom Axiata Bhd is undertaking a billing system enhancement exercise, which involves consolidating its multiple billing systems into a single converged system.
The telecommunications company (telco) said this will pave the way for it to provide real-time charges, credit control services and a new experience for customers in managing their subscriptions.
Celcom deputy CEO Azwan Khan Osman Khan said the upgrading exercise has been planned and scheduled accordingly to minimise service interruptions.
“We would like to assure customers that we have taken all necessary steps to ensure the upgrading has very minimal impact on their connectivity services. We apologise for any inconvenience caused during this period and appreciate our customers’ kind under-
standing as we continue to enhance our services,” he said in a statement last week.
Customers can expect certain service interruptions during the upgrade. All payment channels will be temporarily unavailable, although prepaid customers were still able to perform reload transactions from 8am yesterday, up to 6am today.
Online customer services Celcom Business Portal, Celcom Online Store as well as Celcom Mobile Applications will not be accessible.
New postpaid line registration and mobile number portability will, however, be available, although they will only be processed from 6am today onwards. New line activation for prepaid will be available via Celcom dealers’ channels throughout the upgrading exercise.
Customers may also face service interruptions today. Incoming calls and receiving text messages through short message service (SMS) may be interrupted for 15 minutes between 4am to 6am. This also applies to postpaid users on roaming outside of the country.
On the flip side, customers will still be able to make outgoing calls, send SMS and utilise mobile data during the upgrade.
“Incoming calls and receiving SMS will be back to normal immediately after the upgrade is completed. However, in the unlikely event, should customers encounter service disruptions after the upgrade timeframe, they are advised to restart their mobile devices,” the telco said.