Tizeti just turned 13 years old. Over the years, we’ve pioneered affordable unlimited internet, and with the launch of FreeFiber.Africa, we added something even more powerful, Unlimited Speed. Faster than 5G or Satellite internet, FreeFiber is changing the game.
But speed alone isn’t enough. We’ve spent the last five months improving every part of our service delivery, listening to your feedback, and challenging ourselves to do better. The result is our New & Awesome (NA) Deal, launching this October. This initiative is all about creating a step-change in your experience—smarter support, faster issue resolution, more transparency, and tools to put you in control.
The rollout begins:
- October 1 – FreeFiber.Africa customers
- October 15 – Wifi.com.ng customers
- November 1 – GhanaWifi.com customers
Here’s everything you can look forward to:
1. CIN Authentication on Phone Calls
When you call our customer care center, you’ll now be identified by your Customer Identification Number (CIN) (or automatically if you call from your registered number).
Why this matters: Today, 2–4 minutes of every call is spent confirming your name, phone number, and email. With CIN authentication, our AI system identifies you instantly.
Before you even speak to an agent, you’ll get real-time updates like:
- Whether your access point is online or offline
- Whether your account has expired and needs renewal
- Average speed and quality of your connection
This means faster answers, less waiting, and fewer back-and-forths.
2. Call ID (CID) Tracking
One of the most frustrating issues for customers has been follow-ups: “I called and have to repeat the issue if the call drops.” Starting October 1, every call will have a unique Call ID (CID), just like a ticket number for emails.
- You’ll be able to see your CID in your dashboard.
- If you call back, simply provide the CID, and our team can instantly pick up where you left off.
- This ensures no issue falls through the cracks.
3. TizetiTest.com Troubleshooter
Most of our residential complaints happen Saturday mornings, when people clean their homes and accidentally unplug our devices. Business complaints spike Monday mornings, when offices restart equipment after the weekend but don’t check connections.
We built TizetiTest.com to fix this quickly:
- It runs remote checks on your device so many issues can be solved without a field visit.
- From October 1, our care team will ask you to run TizetiTest and share results during troubleshooting.
- We’re also launching the MyTizeti App (iOS & Android) with a more advanced troubleshooter.
This means less waiting for technicians and faster return to browsing, streaming, and working.
4. Field Visit Tracking
When a technician needs to visit your home or office, you’ll now have full visibility:
- Appointment details will be emailed to you.
- You’ll receive a live tracking link to monitor the technician’s location (just like Uber or Bolt).
- Statuses will show as Scheduled, Enroute, Complete, or Rescheduled.
- If rescheduled, we’ll tell you why—traffic, local authority checks, delays with a previous customer—so you’re always informed.
No more waiting around —you’ll know exactly what’s happening.
5. Status.Tizeti.com – Transparency in Action
Sometimes, disruptions are caused by events outside our control:
- Fiber cuts
- Community unrest
- Customs delays for equipment
- Regulatory traffic stops
We’ll now document all such force majeure events on Status.Tizeti.com. With your CIN, you’ll be able to see:
- What’s happening
- Why it’s happening
- Current estimate for how long we expect it to last
For service issues within our control, our system will automatically compute and apply compensation to your account.
6. Pay.Tizeti.com – Smarter Payments
We’re making payments more seamless. From now on, when you pay via Pay.Tizeti.com, you’ll be required to enter your CIN. This ensures:
- Instant account activation
- Automatic receipt by email
- Immediate update of your new expiration date
No delays, no need to send proof of payment—everything is automatic.
What’s Next?
This is just the beginning. Over the coming months, we’ll be rolling out more features powered by our new AI-based service system, all designed to give you the best possible experience.
Thank you for being part of Tizeti’s journey for the past 13 years. With your support, we’ll continue to deliver affordable, unlimited, and now smarter internet service.
Onwards & Upwards.
Regards,
Kendall Ananyi
CEO, Tizeti
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