Just weeks after our initial coverage of Econet’s controversial changes to its SmartBiz data package, the fallout has intensified. What began as quiet frustration among customers has now spilled into full-blown public protest—marking a rare show of organized digital dissent in Zimbabwe’s telecom space.
Thousands of frustrated users have taken to Change.org to sign online petitions demanding that Econet reverse its unannounced throttling policy. And unlike the typical grumbling on WhatsApp groups or Twitter, this time Zimbabweans are putting their names on the line.
Two Petitions, One Message: Restore Transparency and Fairness
Two separate petitions are now circulating:
Together, they represent nearly 3600 verified protestors. That figure may seem modest in absolute terms, but in context, it’s a serious signal.
With roughly 100,000 SmartBiz subscribers nationwide, the larger petition reflects engagement from around 2.4% of the customer base—a significant level of mobilization for a paid product. Most online petitions rarely attract more than 1% of an affected user base. That this one exceeded 2% within a week underscores how deeply the issue has resonated.
These aren’t idle complaints. They’re from paying customers—largely professionals and small business owners—whose operations depend on reliable connectivity.
What Sparked the Outrage?
At the core of the backlash is Econet’s quiet implementation of a restrictive Fair Usage Policy (FUP), capping high-speed data at just 200GB per month—a far cry from the previously marketed 1TB limit. Once users exceed that threshold, speeds are throttled so aggressively that the service becomes nearly unusable.
Econet has defended the changes as standard practice, noting that FUPs are common globally. While technically accurate, customers argue that the change was neither announced nor clearly communicated. Many only discovered the new policy after their speeds plummeted mid-month—some within just days of activating their package.
The bigger issue? Trust.
Consumers feel blindsided. The shift was introduced without notification, undermining confidence in the brand. For many, it feels like Econet changed the rules mid-game, redefining the terms of a product they had already paid for.
Regulatory Spotlight: POTRAZ Enters the Conversation
The second petition escalates the matter further, directing public frustration not just at Econet, but also at POTRAZ, Zimbabwe’s telecommunications regulator.
Petitioners are calling on POTRAZ to enforce greater transparency in how data packages are marketed and delivered. Their argument is simple: If data caps or speed restrictions exist, they should be clearly stated upfront, not buried in technicalities or quietly introduced post-purchase.
While it’s unclear whether POTRAZ will intervene, the fact that they’ve been publicly named in a petition is telling. Consumers are no longer just questioning providers—they’re beginning to challenge the regulatory silence that often accompanies these changes.
Behind the Scenes: An Infrastructure Bottleneck
Insiders suggest that the core issue may be deeper than just policy—it’s about capacity.
Econet’s SmartBiz service was reportedly oversubscribed, stretching infrastructure beyond its limits. Rather than temporarily halting new signups or expanding network resources, Econet opted to manage demand by throttling existing users.
This mirrors what happened earlier this year with Starlink, which temporarily stopped accepting new residential users in Zimbabwe due to similar capacity constraints. Both cases illustrate a growing pattern: demand for high-speed internet in Zimbabwe is outpacing the infrastructure designed to support it.
What Happens Next?
While it’s unlikely that Econet will reverse its new FUP in response to a few thousand signatures, the petitions are significant for several reasons:
- They highlight growing dissatisfaction among Econet’s core, paying customers.
- They push POTRAZ into the spotlight, reminding regulators that public expectations around fairness and transparency are rising.
- They reflect a broader market trend—Zimbabwe’s digital economy is expanding faster than current networks can handle.
Unless major infrastructure investments are made, similar issues will continue to emerge. Whether through Econet, Starlink, Liquid, or TelOne, the message is clear: capacity must keep pace with demand.
Final Thoughts: A Moment of Reckoning for Zimbabwe’s Telecom Industry
The Econet SmartBiz saga is no longer just about one product—it’s a litmus test for consumer trust, regulatory accountability, and infrastructure planning in Zimbabwe’s telecom sector.
What began as a policy change has evolved into a reputational challenge. And with more users now aware of their rights and vocal about their expectations, the old ways of silent policy shifts and vague terms may no longer suffice.
Econet, POTRAZ, and other stakeholders have a decision to make: either engage with this new, informed customer base—or risk being left behind in a market that’s rapidly evolving.
