banglalink : customer care

1. what are the documents required for buying banglalink new connection?
ans: we would request you to submit the following documents for subscribing a banglalink connection:

dully fill up new subscription agreement form/ registration form.
valid identity card (voter id/ passport/btrc form b/others valid photo id)
2 (two) copy passport size photograph
copy of valid billing address proof. (e.g. utility bill copy-for post paid)
copy of trade licensee/filled business form in case of company/ organization (for sme connection).

** require documents & type of valid photo id may change without any prior notice as per btrc/govt. instruction & please note that subscriber age must be over 18 years.

2. what should customers do with the documents that he/she receives from purchasing banglalink connection?
ans: customers should preserve the following subscription documents to ensure after sales service and any future references:

a. subscription form (subscriber’s copy)
b. purchase money receipt
c. welcome letter with the starter/sim replacement kit e.g. sim, pin and puk information.

3. how long would it take to get a new connection activated?
ans: it takes 24 to 48 hours for a new postpaid connection to be activated. prepaid connections are already activated.

4. what is pin or puk code?
ans: pin - personal identification number (pin is used to guard against unauthorized use of sim card.) puk - personal unblocking key (puk 1 is used to unblock pin 1)

5. what to do if your pin or puk codes get blocked?
ans: if customers enter incorrect pin code 3 times in succession, the sim card will be blocked. in this situation, customer will need the puk code to unblock the sim card. to unblock please follow the following process: enter puk 1 then press ok > pin 1 & press ok > pin 1 & ok.
please remember that puk 1 is needed for unblocking pin 1. if anyone enters wrong puk code ten times, his/her sim card will be permanently blocked.

6. how can banglalink post -paid customers get monthly bill statement?
ans: via courier service, customers’ monthly bill statement will be delivered to them within 2 and 3 working days for inside and outside dhaka respectively from bill printing date of each bill cycle. in cases where customers did not receive his/her bill, they can contact our customer service centers.

7. what is the payment mode of banglalink?
ans: banglalink customers can pay their post-paid connection’s bill through:

cash, credit card
atm/debit card
cheque/dd
ivr/auto bills pay & q cash
via sms.
e-voucher/i-topup

for details please check: payment options

8. how can a customer restrict outgoing/incoming calls? what to do if your password is blocked?
ans: customer can restrict certain outgoing and incoming calls from his/her handset by using password. default password for a new subscription is 0000. to change the password to another number, customer should follow the barring from handset menu or through the network specified gsm codes. this option is only relevant for post-paid customers.

09. why does a phone disconnect for bill/ usage?
ans: if a customer crosses his or her credit limit then his or her service gets disconnected. this minimizes credit risk. for detail information about bl credit policy please visit credit policy

10. do you need to pay for restoring your service after disconnection?
ans: yes. if customer’s monthly bill is more than his/her credit limit. for detail information about bl credit policy please visit payment option

11. how you can bar your service in case of sim is lost?
ans: if you lost the connection, please visit banglalink touch points or call 121 with proper information & document for disconnect your connection.

12. how do you restore the service if you get back the sim?
ans: if you get back the sim, please visit banglalink touch points or call 121 with proper information & document for re-connection.

13. what is security deposit?
ans: security deposit is the upfront payment a customer has to make before availing the post paid connection. customer line can be barred if he/she crosses the security deposit or reaches a certain amount over the security deposit.

14. can the security deposit be increased by the customer?
ans: yes, the deposit can be increased by the customer if he wants to.

15. customer wants to open isd facility in his/her postpaid connection, what exactly is the requirement?
ans: prerequisites for availing isd facility (applicable for post-paid connection):

in case of regular payee, due has to be less than sd; otherwise total due needs to be cleared.
address needs to be verified by courier service.
if address is not correct/ bills being returned then he/she has to provide correct address as well as give proof.
if customers, information is not available in pod report, check whether the customer was a disconnected customer or not (as disconnected customer will not be sent bill after 1 month). in that case customer has to proof the genuineness of his address by providing any of the following documents:
- passport
- driving license
- tin certificate
- letter from employer
- trade license