In a move that will undoubtedly delight its customers, Liquid Home Zimbabwe has introduced an automated feature allowing users to switch between Pay As You Go and Infinity packages with ease. This long-awaited functionality addresses a significant pain point for subscribers and marks a notable improvement in Liquid Home’s service offerings.

The Need for Flexibility in Zimbabwe’s Dynamic Economy

Zimbabwe’s economic landscape is characterised by its volatility, with frequent currency fluctuations and unpredictable financial circumstances for many households. This economic reality has long necessitated a more flexible approach to internet service subscriptions. While some customers in more affluent areas might maintain consistent package choices, many Zimbabweans require the ability to adjust their internet plans based on their current financial situation.

Previously, changing between Pay As You Go and Infinity (uncapped) packages was a cumbersome process. Customers had to create support tickets, make phone calls, and often endure lengthy waiting periods for resolution. In some cases, issues would be “escalated,” potentially taking up to five days to resolve, during which time customers might be stuck with unwanted packages or even charged for services they did not intend to use.

The New Switching Process: Simple and Efficient

Screen shots showing how the package switch feature works

Liquid Home’s new package switching feature represents a significant improvement in user experience. Here’s a step-by-step guide to utilising this new functionality:

Visit the MyLiquid Home website (https://zw.myliquidhome.tech). Note that this process is not currently available through the mobile app.
Log into your account or create one if you haven’t already.
Verify that you’re logged into the correct account you wish to modify.
Navigate to the “My Services” section.
Click on “Manage Service”.
Look for a rectangle labelled “upgrade/downgrade” and click “View Options”.
Select your desired package.
Click “Proceed”.
You’ll receive a One-Time Password (OTP) via email and SMS to your registered phone number.
Enter the OTP, accept the terms and conditions, and click “Confirm”.
You’ll receive an email confirming the switch.

After completing the switch, you’ll need to make payment for the new package. Conveniently, this can be done using EcoCash within the portal.

A Welcome Change for Zimbabwean Consumers

This new feature addresses a long-standing request from many Liquid Home customers. The previous system design seemed to cater primarily to customers in more affluent areas, assuming that users would choose a package based on their budget and stick with it for the foreseeable future. However, this approach failed to account for the economic realities faced by many Zimbabweans, particularly those in high-density areas where financial circumstances can change rapidly.

Liquid Home’s implementation of this feature, while perhaps overdue, demonstrates a growing recognition of the need for flexibility in the Zimbabwean market. It brings their service more in line with competitors like TelOne, which has long offered easy package switching through a voucher-based system.

Comparisons and Room for Improvement

While Liquid Home’s new switching feature is a significant step forward, there’s still room for improvement. TelOne’s voucher-based system, for example, offers even greater flexibility. TelOne customers can simply purchase a voucher for their desired package (capped or uncapped) and enter it into the system, allowing for seamless transitions between different internet plans without the need for button clicks or phone calls.

Nevertheless, Liquid Home’s new feature represents a marked improvement over the previous system. It offers customers greater control over their internet packages and demonstrates the company’s responsiveness to user needs.

The Broader Context: Competition and Market Pressures

This development comes at a time of increasing competition in Zimbabwe’s internet service provider (ISP) market. With the arrival of Starlink into the Zimbabwean market, established ISPs like Liquid Home are under pressure to improve their offerings and customer experience.. These improvements ultimately benefit Zimbabwean consumers, who now have more options and greater flexibility in managing their internet services.

Liquid Home’s introduction of an easy package-switching feature represents a significant improvement in its service offerings. It addresses a long-standing customer need.. While there’s still room for further streamlining, this new functionality is a welcome change that will undoubtedly enhance the user experience for many Liquid Home customers. As competition in Zimbabwe’s ISP market continues to intensify, we can hope to see further innovations and improvements from all providers. Ultimately, this competition should drive better services, more flexible options, and potentially lower prices for Zimbabwean internet users.