/COVID Information Disclaimer

At TSTT, we are committed to ensuring the wellbeing of our employees, our customers and the national community.

 

As we continue to closely monitor the impact of COVID-19, we want to assure you that we understand that the service we provide is critical to keeping you connected now more than ever.

 

We pledge to be there when our customers and colleagues need us most.

 

This is how we have been responding.

Letter from Dr. Ronald Walcott – CEO of TSTT

 
March 24, 2020

 
As we continue to closely monitor the impact of COVID-19, I assure the nation that the national telecommunications company has put in place robust measures to ensure that customers’ communications needs will be adequately managed throughout these unprecedented times.  TSTT is focused on six key areas: 

 
Network Stability and Quality Assurance.  As with all networks around the world, the surge in online activity, including working and studying from home, has increased overall network throughput by an average of 35% – 40%.  This level of activity is only expected to increase in the coming weeks and, as such, TSTT has implemented a series of network enhancements to ensure quality assurance. These enhancements will be even further improved given the recent decision by the Telecommunications Authority of Trinidad and Tobago (TATT) to grant immediate approval to TSTT’s request for additional spectrum.  

 
Disseminating Vital Information.  The ability to keep citizens up to date with the latest advice, and prevent the spread of ‘fake’ news, is vital in fast-developing situations.  Again, this is in keeping with global standards during turbulent times. In addition to monitoring and optimizing the network, TSTT has also made it possible for customers to access accurate, up-to-date, relevant information as required.  The Company has ‘zero-rated’ the websites of 13 organisations for all prepaid and postpaid bmobile customers, making it free for them to visit these sites. The websites include the World Health Organization, CARPHA, PAHO, the Ministry of Health, the Ministry of Communications, UNICEF and local media houses.

 
Connecting Vital Services.  In addition to network enhancements, particular attention has been placed on areas that provide vital services.  In a global health emergency, connecting health centres and hospitals are an obvious priority. As an example, to ensure uninterrupted service, TSTT has increased reserve power in key areas such as Caura, Couva and Balandra, and has a dedicated focus on health-care services in general.
 
Corporate Social Responsibility.  In addition to zero-rating pertinent websites, TSTT has implemented (and will continue to implement) support solutions.  These include working with TATT to provide free data to the underprivileged to ensure that they stay connected; increased low balance “pay later” top-up by 100%; increased throughput capacity for all data customers; increased “free wifi” time on our wifi zones; and the provision of continuous updates via SMS blasts to all customers on relevant information.

 
Institutional Assistance.  As more companies and institutions implement work and school from home strategies, in addition to secure connections, institutions will require additional tools.  These include conference/video calling software and training among other specialized applications. TSTT has its Enterprise team focused on delivering and managing these solutions for our clients.

 
Business Continuity and Social Distancing.  TSTT activated its Business Continuity Plan three weeks ago.  The company also implemented work from home and social distancing strategies for all employees.  As the national service provider, TSTT ensures that all its services are available and optimized.  As such, all call centre numbers, account managers, online support, etc. are, and will remain, fully operational.  While bmobile stores remain open, TSTT encourages its customers to use its online platform, b-online, to pay bills and manage their accounts from the safety of their homes.  Customers can Top-Up their prepaid accounts online through the app – bmobiletop-up or via the website bmobile.etopuponline.com or ding.com. 

 
Safety measures have also been implemented to protect customers who visit bmobile stores.  In addition to increasing the frequency of cleaning and sanitizing counters and high touch surfaces, social distancing practices have been implemented and stores are observing the Government’s mandate that groups of no more than 10 should gather at the same location.  The flow of traffic is actively being managed to ensure that customers receive the highest quality of service in the safest possible way. 

 
TSTT is sharing its response to COVID-19 and commitment to customers through our website – bmobile.co.tt/covid-info/. As the national provider, TSTT remains dedicated to ensuring the quality and reliability of its services and support when and where they are needed the most, and to finding ways to help Trinidad & Tobago weather this public health crisis.

 
Thank you for your continued support as our nation unites to overcome the challenging times.

+Free Access to COVID-19 Info

 

At bmobile, we recognize that a critical part of taking the necessary precautions to protect against COVID-19 is having accurate, up- to- date information readily available.

That’s why we have zero rated websites of the following organisations. Effective March 15, all bmobile customers, postpaid and prepaid, will be able to visit these sites at no charge, regardless of their existing balance. It is completely free.

 

World Health Organisation (WHO)

Caribbean Public Health Agency (CARPHA)

Pan American Health Organization (PAHO)

UNICEF

Ministry of Health TT (MOH)

Ministry of Communications 

Office of Disaster Preparedness and Management (ODPM)

Trinidad and Tobago Newsday

Trinidad and Tobago Guardian

Trinidad Express

TTT

CNC3

TV6

 

These websites can be accessed from any mobile internet compatible device for free and without fear of depleting existing data bundles. If, however, you are redirected to another website not included in the zero rated list, charges may be incurred. 

 

As the indigenous provider, deeply invested in Trinidad and Tobago and bridging the digital divide, we remain committed to doing our part to provide support when needed the most.

 

+Keeping you Connected

 

We are committed to providing you with the support you need, when you need it the most. In order to help our customers and stakeholders keep informed, stay safe and navigate this challenging time, we have implemented a range of measures. For more details on how bmobile cares about you please click

There has never been a better time to b-online

While our stores remain open, we encourage you to use our online portal, b-online, to pay bills and manage your accounts from the comfort and safety of your homes. 

 

Top-Up online or through the mybmobiletop-up app. 

To curb the spread of the Virus, many of you are telecommuting and limiting your time outside of your homes. We commend this action and would like to remind you of a few convenient ways to Top-Up your accounts while at home. 

 

 bmobile Top Up App (available on both PlayStore and Apple Store)

bmobile.etopuponline.com

ding.com 

Our partners at Ding have waived all processing fees, making it even easier for you to stay in touch with your loved ones. There is no processing fee or additional charges when purchasing credit through bmobile.etopuponline.com.

By using these platforms, it is easy to send credit to loved ones who are also part of the bmobile family . 

The following payment methods are accepted: 

 

All credit cards – MasterCard, VISA, Amex

Debit Cards – MasterCard and Visa

Paypal

Take a bligh

If needed, prepaid customers with $2.00 credit or less, can access our emergency Top Up facility by dialling *500# to take a ‘bligh’. In light of the developments around COVID-19, we’ve temporarily increased the ‘bligh’ amount from $10.00 to  $20.00 and kept the service fee the same. For further details, please read our FAQs

 

Other ways to contact us

bmobile promises to be here to help you stay connected throughout the COVID-19 pandemic.

We would like to remind you of the ways that we can be contacted from the safety of your home. We recommend reaching out to us  using one of these channels for support:

        Contact us at 824 – TSTT

        Connect with us through Facebook, Instagram and Twitter 

        Chat with us via our Live Web Chat

 

At this time, our stores are open for business with the exception of the bmobile store at Piarco International Airport and Point Fortin. These stores will be closed until further notice.

+Helping Businesses Stay Connected

The ongoing global health crisis has prompted a rising number of businesses to take drastic action to help ensure their workers ‘ health and safety.

We recognize that the service we provide is critical in the current environment, so keeping you and your business connected is of the utmost importance to us at bmobile.

Top of mind for businesses include:

– How do we keep our businesses running? 

– How can we keep remote employees connected and productive? 

– How do we stay connected with our customers?

bmobile offers the latest technologies and portfolio of business applications that will assist with your work from home policies for business continuity.

 These applications include our:

Audio Conference Bridge – This service facilitates up to 16 persons on a single call with a local access number.

– Hosted business collaboration solutions from Mitel and Avaya – This service allows for Teleworker (the ability to bring your office phone home and still stay connected) or Twinning ( the ability to have your deskphone and another phone (mobile or landline) ring at the same time. If you are a bmobile customer the call to your mobile will be free.

Our Account Management team is on hand to take your calls to upgrade your services to meet these new demands.

 

For more information and resources to help keep your business running during the unpredictable, please visit bmobile’s Business Page here.

+Creating a Safe and Clean Environment
At your home:

The health and safety of our employees and customers remains our top priority. As such, the technicians who visit your home to conduct installations or repairs will be taking extra precautions to protect all parties. 

 

– Our technicians will identify themselves via company ID badges and explain their action steps before entering your premises. This will ensure that the majority of talking is completed before entering your probable confined space.

 

– Our technicians have been trained in the relevant safety protocols to ensure your health and safety. 

 

– Our technicians will be practicing social distancing when they visit your home.  This means that they will maintain a physical distance of at least one metre between themselves and any member of your family.

 

– Our technicians will sanitize all equipment and devices upon commencement and completion before exit. 

 

We understand and respect our customers’ concern during this time therefore installations and repair work will only be scheduled if customers are comfortable granting us access to their premises. 

 

Stores throughout Trinidad and Tobago: 

 

– We have implemented social distancing practices at our stores therefore customer service representatives will maintain a physical distance of at least one meter from all visitors and we encourage customers to maintain the same while standing in lines and utilizing our seating areas.

 

– We are in the process of  installing hand sanitizer dispensers at our stores. We are working assiduously to keep up with demand for hand sanitizer and other supplies in order to complete installation at our stores.

 

– We have increased the frequency of cleaning and sanitizing counters and high traffic surfaces at our locations daily. 

 

– Government has mandated that groups of no more than 5 should gather at the same location.  As we heed this advice, all bmobile stores will allow a maximum of 5 persons, inclusive of staff.  We will do our best to manage the flow of traffic and provide you with quality service as we assist you in the safest way possible

 

Thank you for your understanding  and patience. Collectively, our efforts can  prevent the spread of this virus. 

+Store Operations
Thursday 29 March, 2020

In accordance with the Government’s enhanced “stay at home” sanctions to reduce the spread of COVID-19, we wish to advise the public of a few temporary adjustments to our store operations. 

Effective Tuesday 31 March, 2020, the following bmobile channel partner stores will remain open to facilitate transactions and service related requests:


The bmobile Customer Experience Store in Tobago will remain open Monday to Friday from 8:00 a.m. to 2:00 p.m. Elderly and differently-abled customers will be given priority access from 8:00 a.m. to 10:00 a.m. Cashiers at the Customer Experience Store in Tobago will close at 1:00 p.m. daily. 

Customers are also reminded that social distancing is being practiced at all stores therefore customer service representatives will maintain a physical distance of at least one meter from all visitors. Customers are urged to maintain the same while standing in lines and utilizing seating areas.

As the country works together to contain the virus, customers are encouraged to contact bmobile using one of the other convenient channels while they stay at home. These include the customer service centre (824-TSTT), live chat at bmobile.co.tt and bmobile’s social media channels (Facebook, Instagram and Twitter). Customers can also use the online platform, b-online, to pay bills and manage their accounts from the safety of their homes. 

Prepaid customers are reminded that Top-Up may be purchased through the app – bmobiletop-up or via the websites or . Click here for a list of , and other where Top-Up is available for purchase.

We wish to reassure the nation that work is continuously being done  to ensure that service remains seamless during this period. 

Together, we will be stronger.

TSTT is continuing to take measures to ensure that our customers stay connected during this critical time. Our network remains robust and active and our teams are working 24/7 to guarantee its performance, even in periods of expected heavy traffic.

 

We are rigorously monitoring, optimizing and protecting our network so that you continue to have access to the most reliable services and solutions. We also continuously monitor bandwidth, analyze network statistics and usage trends which allow for effective performance and capacity management to ensure the delivery of capable and reliable service.

 

As the nation’s largest and only full service communications solution provider, we are prepared for business continuity and disaster recovery situations.  We are also closely staying up-to-date with developments around the Coronavirus (COVID-19) outbreak and are actively taking the appropriate steps to help maintain the ongoing health and safety of our employees and customers.

+Work from home and other Social Distancing Work Solutions

 

As TSTT responds to COVID-19, the health and safety of the company’s employees and customers remain top priority.

Work from home and other social distancing work solutions are being explored and implemented within the organization where possible. This is being instituted using the company’s work-from-home guidelines. In applicable cases hours of work and duties have also been adjusted during the pandemic. 

We understand that schools and daycares are closed, and some employees have to make alternative work arrangements – or even miss work – to care for their children. Each employees’ unique situation is taken into consideration.

Employees who perform critical roles and are required to work onsite have been asked to take the necessary precautions to help prevent the spread of COVID 19, such as adopting social distancing and personal hygiene practices.

For employees whose jobs cannot be done from home, including those who serve and interact with our customers, we are taking additional safeguards and implementing new procedures and policies to help protect the health and safety of our workforce.

+Additional Actions

 

– A standing committee has been established to monitor the development of Covid-19 and implement measures to ensure the Health and Safety of all employees and enforce the Company’s  business continuity plan

– Hand sanitizers have been provided throughout the organization for the access and  protection of employees

– We have discouraged face-to-face meetings and advised our employees to utilize alternative virtual communication channels available at the Company

– We have restricted business travel for all employees and placed limits on domestic travel.

– Our Employee Wellness Assistance Program (EWAP) connects with employees to help them cope with COVID 19 crisis.

+Personal Safety

 

The Ministry of Health advises that prevention is the most important action to protect against COVID-19.

 

-Wash your hands with soap and water or use an alcohol-based hand sanitizer

-Cover your nose and mouth with a disposable tissue when you cough or sneeze. Dispose the tissue immediately

-Cough and sneeze into the crook of your elbow if you do not have a tissue

-Avoid close contact with people who have flu-like symptoms

-Thoroughly cook meat and eggs before consumption

-Sanitize work surface areas and any frequently used surface areas at home

+Keeping Your Devices Safe and Sanitized

 

We touch our phones over 50 times a day. Keep it sanitized to prevent spreading germs onto your face and hands.

 

DO’S:

On most phones you can use disinfectant wipes or wipes with 70% alcohol. Apple advises that you do that “gently.” It’s further recommended to wring out disinfectant wipes before using them and to use soft cloths to clean the phone. Microfiber cleaning cloths or the cloths used to clean your glasses are ideal. Paper towels can work too if you spray them with the solution. 

 

DON’T: 

Don’t use straight alcohol as  it can strip coatings that keep oil and water from damaging your display and other ports. 

Don’t spray cleaning agents directly on your phone.

+Beware of Scams

 

In times like these, it is also important to remain vigilant online. 

 

We wish to advise all customers that we are not conducting a ‘limited time only’ promotion that offers free credit and data.  All authorized promotions and offers will be posted to our official website (bmobile.co.tt) or shared via our social media platforms. 

 

We urge all customers to beware of fraudsters who may be operating a phishing scam to access confidential personal information.  bmobile is not associated with any such entity.

 

If you come across one of these unauthorized messages bearing the bmobile logo, please ignore the prompt and close your browser immediately.

 

Refresh your cyber-security knowledge:

 

Beware of What You Share

Never carelessly share your personal data. Your name, mobile number, address and

financial information can all be used maliciously if they end up in the wrong hands.

 

Say No No

Many online phishing scams appear to come from legitimate companies and can

deceive you if you’re not careful. It’s always a practice good to check a company’s

official communication channels for info about promotions.

 

Think Before You Link

Be careful of suspicious links and attachments in your inbox. These may contain viruses

or malware that can tamper with your mobile phone or computer.

 

Double Check

If a website or email address looks ‘phishy’ use an online link scanner to verify its safety.