Search Content

XL Axiata is always committed to improve our customer services. One of our effort is to upgrade our system capacity to provide better services for our customers. During this upgrade, some of our services and features may be affected and unavailable. We apologize for the inconvenience that might occur.

System capacity upgrade will be implemented in several phases. The first phase will be implemented on August 19th, 2020 at 23:00 – August 20th, 2020 at 06:00 WIB. Second phase will be implemented on September 12th, 2020 at 23:00 – September 13th, 2020 at 06:00 WIB. Third phase will be implemented on September 26th, 2020 at 23.00 - September 27th, 2020 at 06.00 WIB. Fourth phase will be implemented on October 10th, 2020 at 23:00 – October 11th, 2020 at 06:00 WIB.  Fifth phase will be implemented on October 17th, 2020 at 23:00 – October 18th, 2020 at 06:00 WIB. Sixth phase will be implemented on October 24th, 2020 at 23:00 – October 25th, 2020 at 06:00 WIB. Seventh phase will be implemented on October 28th, 2020 at 23:00 – October 29th, 2020 at 06:00 WIB.

FAQ System Capacity Upgrade

1. What is system capacity upgrade?
   Answer: System capacity upgrade is an activity implemented by XL Axiata to improve system capacity to the latest version which allows XL Axiata to provide better services for our customers.
2. Why does system capacity upgrade need to be implemented?
   Answer: Implementation of system capacity upgrade allows XL Axiata to provide more and better services for our customers, also to meet XL Axiata’s needs in providing more complex services and features for our customers.
3. What is the purpose of this system capacity upgrade?
   Answer: The purpose of system capacity upgrade is to enhance XL Axiata’s system capacity to meet XL Aiata’s needs to respond to the complexity of customer needs.
4. Will the system capacity upgrade be implemented every year?
   Answer: No, it will not be implemented every year.
5. Do other operators implement the same process?
   Answer: To our knowledge, it depends on the needs of each operator due to the difference of the system, business needs, and business complexity of each operator.
6. When will the system capacity upgrade be implemented?
   Answer: System capacity upgrade will be implemented in several phases. The first phase will be implemented on August 19th, 2020 at 23.00 WIB until August 20th, 2020 at 06.00 WIB. Second phase will be implemented on September 12th, 2020 at 23.00 WIB until September 13th, 2020 at 06.00 WIB. Third phase will be implemented on September 26th, 2020 at 23.00 WIB until September 27th, 2020 at 06.00 WIB. Fourth phase will be implemented on October 10th, 2020 at 23:00 – October 11th, 2020 at 06:00 WIB. Fifth phase will be implemented on October 17th, 2020 at 23:00 – October 18th, 2020 at 06:00 WIB. Sixth phase will be implemented on October 24th, 2020 at 23:00 – October 25th, 2020 at 06:00 WIB. Seventh phase will be implemented on October 28th, 2020 at 23:00 – October 29th, 2020 at 06:00 WIB.
7. Does the system capacity upgrade occur every day and how long will the duration be?
   Answer: No, the system capacity upgrade will only be implemented on certain occasions and the process will take around 2 to 7 hours.
8. Why is the system capacity upgrade implemented at late night until dawn?
   Answer: This activity is implemented at late night until dawn considering during this time customer’s activity and use our services is the least.
9. Will the system capacity upgrade be implemented simultaneously or gradually?
   Answer: System capacity upgrade will be implemented gradually in several phases starting from the first phase that will be implemented on August 19th, 2020 at 23.00 WIB – August 20th, 2020 at 06.00 WIB. Second phase will be implemented on September 12th, 2020 at 23.00 WIB until September 13th, 2020 at 06.00 WIB. Third phase will be implemented on September 26th, 2020 at 23.00 WIB until September 27th, 2020 at 06.00 WIB. Fourth phase will be implemented on October 10th, 2020 at 23:00 – October 11th, 2020 at 06:00 WIB. Fifth phase will be implemented on October 17th, 2020 at 23:00 – October 18th, 2020 at 06:00 WIB. Sixth phase will be implemented on October 24th, 2020 at 23:00 – October 25th, 2020 at 06:00 WIB. Seventh phase will be implemented on October 28th, 2020 at 23:00 – October 29th, 2020 at 06:00 WIB.
10. Will the system capacity upgrade have any impact on services to customer?
    Answer: Yes, this process will affect some of XL Axiata’s services and features.
11. What is the direct impact of system capacity upgrade to the customers?
    Answer: Temporary impacts of this activity are:
    • Customer can’t reload balance or the reload will be delayed.
    • Customer can’t purchase packets during the upgrade activity.
    • Customer can’t do prepaid or postpaid SIM Card activation.
    • Customer can’t do SIM Card replacement.
    • Customer can’t use internet service if the packet has no remaining quota left.
    • Postpaid customer can’t do bill payment.
12. Which areas will be affected by the system capacity upgrade?
    Answer: The area of affected customers will spread throughout all area because affected customers will depend on the phase of the system capacity upgrade.
13. Are there any risks on customer data security?
    Answer: No, customer needless to worry about the security of their data because XL Axiata is committed to maintain the security and confidentiality of customer data in accordance to the rules and regulation.