Table of Contents
Introduction
Final termination is the permanent disconnection of a Virgin Mobile number at the request of its registered ID owner. After termination the number stops working, cannot be ported to another operator, and is released after a quarantine period. Because the action is permanent, the agent must verify the owner, understand the reason and offer alternatives, explain all the consequences, and only then submit the request in ESKA CRM. Customers can also terminate their number themselves through the Virgin Mobile app.
Number States
| State | Description |
|---|---|
| In Use | The number is active and all services are available. |
| Cooling | No active plan and no recharge for 90 days. Only incoming calls and SMS work for 30 days, and any recharge or plan returns the number to In Use. |
| Cold | Follows Cooling. All services are suspended for 60 days, but the number is still reserved for the same ID and can be restored by a recharge. |
| Frozen | Suspended for compliance reasons, such as an expired ID or pending Nafath or Absher re-verification, and restored once the issue is resolved. |
| Blocked | Blocked for fraud, a lost or stolen SIM, or an authority request. Member Care cannot lift this status. |
| Terminated | Disconnected after the Cold period ends or after a final termination. The number is kept in quarantine for 30 days and then released. |
Customer Verification
- Confirm Customer Information: Verify the customer’s mobile number and the ID number registered under the number.
- Additional Verification: If the customer does not know their ID number, ask two flexible verification questions, Such as: Date of birth , Wallet balance , Last recharge date , Currently activated plan
Final termination also requires Nafath authentication. ESKA CRM sends a Nafath request to the ID holder, who must approve it in the Nafath app before the request can be submitted.
Eligibility Checks
- The caller is the registered ID owner. Requests made on behalf of another person are not accepted.
- The line status is In Use, Cooling, Cold or Frozen. Blocked lines cannot be terminated by Member Care and must be referred to the Fraud Management team.
- There is no pending port-out request, plan change or SIM replacement order on the number.
- If the number is the primary line of a data sharing group, all members must be removed first.
- There are no outstanding device instalments linked to the number.
Understand the Reason and Offer Alternatives
| Customer Reason | Alternative to Offer |
|---|---|
| Moving to another operator but wants to keep the number | Port-out instead of termination, because a terminated number cannot be ported |
| The plan is too expensive | A cheaper plan, or switching off auto-renewal |
| Travelling for a long period | Keep the number with a low-cost plan, or recharge before 90 days to avoid Cooling |
| Coverage problems | Troubleshooting, a coverage ticket, Wi-Fi Calling or a signal booster |
| Too many lines registered under the ID | Termination is the right option |
Explain the Consequences
- Permanent Disconnection: The number stops working for calls, SMS and data 24 hours after the request is submitted.
- Plan Benefits: Remaining plan benefits are lost and are not refunded.
- Wallet Balance: The remaining wallet balance can be refunded on request to a Saudi IBAN in the name of the ID holder within 14 working days. Otherwise it stays on the number until the quarantine ends.
- No Porting: A terminated number cannot be ported to another operator.
- Reactivation: The same ID holder can reactivate the number only within 30 days of termination. After that the number is released.
- Linked Services: Remind the customer to update the number with banks, Absher and any other services that send OTPs to it.
Submit the Request in ESKA CRM
- Open the customer profile and go to Account Actions > Final Termination.
- Select the termination reason and record the alternative that was offered.
- Click Send Nafath Request and ask the customer to approve it in the Nafath app by choosing the number shown on your screen.
- If the customer wants a wallet refund, select Refund Wallet Balance and enter the IBAN given by the customer. The IBAN must be in the name of the ID holder.
- Submit the request. The status changes to Termination Pending for 24 hours, during which the customer can cancel by calling 1789 or through the app.
- After 24 hours the status becomes Terminated. The customer receives an SMS when the request is submitted and a confirmation email once the termination is completed.
Complaint TKT
Raise a ticket when the termination fails in ESKA CRM, the Nafath request is repeatedly not received, the termination is not executed after 24 hours, or a wallet refund is not received within 14 working days.
| Group | Member Care Back Office |
| Category | Account |
| Sub-Category | Final Termination Failure / Wallet Refund Not Received |
| Required Information | Mobile number, ID number, request date, termination request number, error screenshot, and the IBAN for refund cases |
| SLA | 48 hours |
Call Reason
| Call Reason 1 | Call Reason 2 | Call Reason 3 |
|---|---|---|
| Inquiry | Account | Final Termination Conditions |
| Request | Account | Final Termination |
| Complaint | Account | Termination Not Processed |