Code of Practice

How to contact Customer Services

• Customer Helpline: 0800 234 5678 (toll free) or 0700 234 5678
• Email: care@spectranet.com.ng
• Mailing address: 36B, Mobolaji Johnson Avenue, Oregun Industrial Estate, Alausa, Ikeja, Lagos
• Helpline available round the clock. Manage your account online at selfcare.spectranet.com.ng

General philosophy

We recognise the importance of customers to our business and aim to provide a superior experience whenever you interact with us. The customer is our priority. We welcome feedback — good and bad — and use it to improve your experience.

Services

Spectranet provides broadband internet access (postpaid and prepaid) and internet access with telephony bundles over its wireless access network in Nigeria, including high-quality wireless access and symmetrical options for business customers.

• Further service details are published on spectranet.com.ng
• Purchase via direct sales, accredited channel partners, or retail shops in Lagos, Abuja, Port Harcourt and Ibadan

Quality of service

• We endeavour to provide uninterrupted service, monitored 24/7 by automated systems and skilled engineers
• Planned maintenance and upgrades are scheduled outside normal business hours where possible
• For wireless network services, we strive for at least 95% busy-hour call completion and service availability of at least 98% averaged over any 90-day period
• We implement measures aligned with recognised international telecommunications standards, including those of the ITU
• Service-level guarantees with credit rebates may apply to some services — see the Terms and Conditions for your service

Complaints

• Call the Customer Helpline on 0800 234 5678 to report service problems
• If a complaint cannot be resolved by phone, submit a written complaint form
• We use reasonable endeavours to resolve written complaints within a maximum of thirty (30) days of receipt

Pricing, billing and payments

• Tariffs and charges are published on spectranet.com.ng and in promotional materials at retail outlets where practicable
• Payment methods include cash at retail outlets or banks, recharge cards, Selfcare online payment, and approved bank direct debit where available
• Check your account online at selfcare.spectranet.com.ng

Disconnections, cancellation and termination

• Spectranet may suspend or cancel services in accordance with the applicable Terms and Conditions
• While suspended, monthly charges may continue to accrue until outstanding amounts are paid and service is restored or terminated
• To terminate, visit a Spectranet outlet and complete the termination application form
• Services are terminated after notification and settlement of outstanding amounts; cancellation typically completes within seven (7) working days
• Some services may incur an early termination fee — see your service Terms and Conditions

Privacy and communications

• Spectranet is committed to protecting customer information in line with NCC requirements and Nigerian law
• Privacy Policy details are available on this website
• We communicate about matters that affect your service; you may opt in or out of marketing communications at any time