TRAI Has Directed All DPOs To Provide Facility of ADD/ DROP of Channels to Subscribers / TV Viewers by SMS

TRAI Has Directed All DPOs To Provide Facility of ADD/ DROP of Channels to Subscribers / TV Viewers by SMS

TRAI issued the Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Subscriber Protection (Addressable Systems) Regulations, 2017(QoS Regulations, 2017).

It has been observed that some Distribution Platform Operators (DPOs) are providing facility of ADD/DROP of channels through missed called service or through SMS but this facility is not available across all DPOs. Similarly, there is a lot of variation on the information being displayed on the Channel No. 999 and in many cases important information is generally missing. In this context, templates of information to be displayed on Channel No. 999 were shared with the DPOs, vide letter dated 20th September 2019 seeking comments of the DPOs. Some DPOs submitted their comments.

The comments/suggestions received from the DPOs were analysed and a meeting was held on 26th September 2019 to discuss these templates. After analysing the comments of the DPOs and the discussion, TRAI finalized the format of information to be displayed on Channel no 999.

TRAI directed that all DPOs shall (a) display information on the Channel No. 999  (b) provide facility of ADD/DROP of channels to the Subscribers / TV Viewers through SMS within 15 days of issue of letter no: 16-1/2019-B&CS, Dated: 7th October, 2019.

 

The templates for ADD /DROP facility of channels also shared with DPOs and the comments / suggestions have been analysed. Based on the discussion and comments of DPOs, standard formats for SMS facility are also finalized.

The standard format for ADD /DROP of channels through SMS

1) DROP Channel

To drop a channel, subscriber can send SMS to an operator defined “10 digits mobile number” or “Short Code”
i. Using his Registered Mobile Number (RMN)

DROP <Channel Number>
(eg. Type DROP 23 and send to XXXXXXXXXX/YYYYY)

ii. Using VC No., if the subscriber doesn’t have RMN
DROP <Channel Number>ID <Customer ID>
DROP <Channel Number> VC<VC Number>

(eg. Type DROP 23 ID3000008977/DROP 23 VC24767D711BB8 and send to XXXXXXXXXX/YYYYY)

For SMS, standard rates shall apply.

2) ADD Channel

To add any channel, subscriber can send SMS to an operator defined “10 digits mobile number” or “Short Code”

i. Using his Registered Mobile Number (RMN)

ADD <Channel Number>
(eg. Type ADD 23 and send to XXXXXXXXXX/YYYYY)

ii. Using VC No/Customer ID, if the subscriber doesn’t have RMN
ADD <Channel Number> VC<VC Number>
ADD <Channel Number> ID<Customer ID>
(eg. Type ADD 23 ID3000008977/ADD 23 VC24767D711BB8 and send to XXXXXXXXXX/YYYYY)

To know your VC number/Customer ID:

Find your VC Number at the bottom of your STB or you can get your VC Number/Customer ID by pressing a button ‘X’ on your STB remote.

I. Acknowledgement SMSs by DPO

On receiving any add/drop SMS request from the subscriber, the DPO may send the following messages:
i. On receiving a successful ADD/DEL request.

Message: Your request has been accepted. Your channel will be activated/deactivated within 72 hours.
Subsequent confirmation message

In case of Drop: Your channel has been dropped. You will be charged upto ________ (date/time of deactivation)
In case of Add: Your channel has been added. You will be charged from ________ (date/time of activation)

ii. If in the ADD request, selected channel is already subscribed by the consumer.
Error message: The requested channel is already subscribed.

iii. If in the ADD/DEL request, wrong channel number is sent by the consumer.
Error message: The requested channel doesn’t exist on our platform. Please enter the correct channel number.

iv. If in the ADD/DEL request, wrong VC number/Customer ID is sent by the consumer.

Error message: The VC number/Customer ID provided by you is not correct. Please enter the correct VC number/Customer ID.

v. If in the DEL request, selected channel is part of a bouquet then operator can assist the consumer by sending the following message.

Error message: The requested channel cannot be dropped, since it is a part of your subscribed bouquet. You can modify your bouquets through website or mobile app.

To View The Letter Issued by TRAI, Please Click Here

To Download Template, Please Click Here

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