Why are there so many Cell Phone Billing Errors and What can be done to avoid paying for such Errors?

1. Why are there so many
cell phone
Billing Errors?
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Telecommunication Consulting
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Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services

2. Cellphone billing errors draw
most consumer complaints,
telecom watchdog says
Number of consumer complaints for cell phone billing errors has been increasing every year.
There was a whopping 35% increase in number of billing complaints accepted in year 2011-
12.
Number Of Complaints Accepted
Number of issues raised in
complaints by category
12000 10,838
10000
8,007
8000
6000
4000
1,747
2000
0
2009-10 2010-11 2011-12
Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services

3. What happened in last 3
years?
There has been an explosion of new services. The industry is changing so fast that a smart
phone becomes old-fashioned in less than 6 months. Below are some trends that have
exploded in last 3 years. And they have an impact on your cellphone’s billing – directly or
indirectly.
Because the handling of every
new service goes into the
same billing system.
Cloud
Tablets Mobile TV
Location Based Services
Mobile Apps
Mobile Commerce
Mobile Instant Messaging
Mobile Payments
Mobile Email Mobile Video
Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services

4. Canadian Telecom Industry…
Remember talking to your phone company’s rep while buying a new cellphone plan? That
long list of service plans present on every service provider’s web-site and brochures? Your
service provider sells these plans to you explaining that they have something for all of us
depending upon our needs. And the picture looks as beautiful and colourful as below. But
what happens in the background?
Keep Reading …
Picture
Mobile
TV
Billing
System
Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services

5. What happens in the Billing
System?
In the background, there is a software that works on these permutations and combinations
and as a result a typical billing system has around 20,000 different features to offer you. Now
close your eyes and imagine 20,000 wires criss-crossing each other. How complex system
would that be? Something as below:
Unlimited
Mobile Weekend
Long
Distance
Land line Early Weeknights
Overseas
Voice Calls Unlimited Friends
Local Calling
Roaming Incoming Calls
Data Usage
500MB/1GB/Unli
SMS mited Data
MMS
Browser/email/So
cial Networking
Messages Ring
Tones
Promotions –
Picture unlimited text
messages msgs for 3
On top of these plans the same billing system handles the discounts, adjustments,
promotions, taxes and hundreds of other things.
Complexity of the Billing Systems is the primary reason of
Cellphone Billing Errors.
Reps also need years of experience to master all the concepts and so most of the service
providers fail to provide a good customer service!!!
Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services

6. How to avoid the hassle?
An old saying says: If you can’t change something, change yourself to adapt better. Below
are some tips that can prepare you better:
1. Ask as many questions as you can before buying your cell phone plan.
Even about the smallest things.
Do you really understand the meaning of SuperTab, Bill60, Flexi plans etc etc.
2. Make sure to understand the rates for what is included in your plan. And do not forget
to ask the rates for what is not included in your plan.
For e.g.: How much will you be charged for long distance?
What about Roaming charges?
And Overage?
3. Be wary of slow poisons. There are plans that look cheaper as their One Time charge is
low and Recurring Monthly Charge is very high.
4. If you want to understand your cellphone bill better – get in touch with us today –
info@stu-tel.com. It’s FREE.
5. If you want to know the potential of savings in your cellphone bill - get in touch with us
today – info@stu-tel.com. Again, it’s FREE.
Know more about Stu-Tel Inc. at:
www.stu-tel.com
info@stu-tel.com
Stu-Tel Inc.
Telecommunication Consulting
http://stutelincblog.wordpress.com/
We Pay for Our Services!!!
http://twitter.com/StuTelInc
Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services

7. References
http://www.telecoms.com/
www.stu-tel.com
http://business.financialpost.com
Stu-Tel Inc.
Telecommunication Consulting
www.stu-tel.com – We Pay for Our Services