SmartBiz in Econet's portfolio: Exploring Potential Reasons for Waning Success
In June 2024, Econet launched the SmartBiz mobile network package, promising unlimited data at 5Mbps for just $45 per month. However, nearly a year later, customers are expressing widespread dissatisfaction with the service, following the sudden implementation of data caps and speed throttling[1][2].
The package was originally marketed with a 1TB "soft cap," but Econet admitted to not enforcing this limit for about a year. Recently, the company began enforcing the cap, resulting in heavy speed throttling for users exceeding it[1]. This unanticipated change has led to significant complaints about slow performance, particularly among businesses that rely on consistent internet speeds.
The anger towards Econet stems from a lack of transparency regarding these changes. Customers claim they were not informed about the enforcement of the data cap or the specifics of the Fair Usage Policy (FUP), leading to confusion and distrust[2]. The throttling can reduce service usability significantly, even early in the billing cycle, contradicting earlier expectations of unlimited or consistently high-speed data.
Econet's move appears to be a response to unsustainable data usage by a small number of heavy users consuming disproportionate bandwidth without corresponding revenue, which strained the product’s original pricing model. However, the key issue remains the poor communication and perceived unilateral change in terms after customers had already signed up[1][2].
The communications regulator, POTRAZ, has reportedly been involved due to the complaints[1][2]. A conversation is likely taking place between POTRAZ and Econet regarding the changes to the SmartBiz package. Some customers have even started a change.org petition demanding fairer data policies and more transparency from Econet[2].
Econet is reportedly re-designing the SmartBiz package, with plans to introduce different categories for users based on their data consumption. Heavy users may be required to pay a higher fee for their usage[1]. The company may also be considering geo-locking the SmartBiz service as a way to manage traffic across the network[1].
The surge in demand for the SmartBiz package exposed a basic flaw in the product design, making it unsustainable for some customers. The SmartBiz website still states a 1TB FUP cap, despite Econet implementing a 200GB cap[1]. It is speculated that the SmartBiz package was designed based on historical data from capped bundles like Private WiFi, assuming no one would reach 1TB of data usage[1].
The situation regarding Starlink limitations in Harare seems to have settled for now, but it may have played a role in the changes to the SmartBiz package[1]. Econet was reportedly panicked when Starlink launched in June 2024[1].
In conclusion, Econet’s SmartBiz package is currently facing significant backlash due to the sudden implementation of data caps and speed throttling, coupled with a lack of transparency regarding these changes. The ongoing service quality issues and public outcry from users are likely a result of poor communication and perceived unilateral changes in terms after customers had already signed up[1][2].
[1] The Independent, "Econet's SmartBiz Package: Customers Angry Over Data Cap Enforcement and Lack of Transparency," [accessed 10 April 2025]. [2] The Herald, "Econet's SmartBiz Package: A Look at the Controversy," [accessed 10 April 2025].
- The business community has expressed dissatisfaction with Econet's SmartBiz package due to the unexpected implementation of data caps and speed throttling, which impacts their reliance on consistent internet speeds.
- Despite the widespread complaints and a regulatory investigation, Econet is planning to restructure the SmartBiz package by introducing different user categories based on data consumption, potentially affecting those who exceed 200GB per month.
