Customer Journey: Customer considering INQ phone but has not yet purchased. Aircel network exclusivity had been a negative factor discouraging him from purchase but upon hearing the phone is now unlocked / unlockable, hes keen to buy. Goes to a store and asks about handset. Assume handset is in stock and the retailer is aware it can be unlocked. Retailer sells him the handset locked to Aircel with a the INQ Call Centre (Redington) phone number as well as a list of the service centers and flagship stores where unlocking is available over the counter. Customer must call the INQ Call Centre to receive the unlock code straightaway or go to a flagship store or service centre where the staff will call and receive the code on their behalf.** In order to receive his code, the customer must take a note of his IMEI and serial numbers. These can be found by removing the phones back cover and battery and will be used by the INQ call centre staff to identify the phone for unlocking. Once the unlock code is received, the customer should insert the new non-Aircel SIM card into the handset and switch it on. When switched on, the customer will see a screen that asks them to enter their unlock code. Assuming this is entered successfully, the phone will then continue to start up as an unlocked device. **In order for data to work on his new network, the Mobile Data (GPRS) Settingson the phone must be changed to point at those of his new provider. This can be done with step-by-step guidance over the phone (courtesy of INQ Call Centre), in person at / by sending it to a service centre or over the counter at INQ flagship stores where a Brand Ambassador is present (again either by talking this through with INQ Call Centre over the phone or, ideally, by the Brand Ambassador talking the customer through the process). Ideally this should be done at the point of unlocking. (Brand Ambassador takes the opportunity to ask if there is anything else the customer is unsure of in using the phone, offering further support through the call centres and online. If she is unsure of how best to resolve any of the customers issues, she will take a note of his number and contact him within three days.) Unlocking Process

Remove the old settings Press the MENU key and select Settings Select Connectivity > Network Access Point Delete all current entries by selecting Options > Delete. There should be no profiles left on the screen Unlocking Process – Mobile Data (GPRS) Settings Add new settings To send and receive data on your phone, you will need to set up three separate access points: Internet – this is the profile that your operator provides for open access to the internet without requiring a proxy or gateway to be configured. When this is added it it important to ensure this is first in the list to allow the internet applications (Facebook, Twitter, INQ etc) to connect WAP – this is the profile that your operator provides for access to their web portal e.g. Vodafone live! and it usually requires a proxy gateway which will be configured within the browser in section 2 MMS – this always requires a proxy gateway which will be configured in section 3 Internet Network Access Point To set up the internet access point select Options > New to add your new network providers settings, including the connection name (e.g. Hutch Internet) and access point name (e.g. www), as well as username, password, IP address and DNS Delete each profile in turn.

Mobile Data (GPRS) Settings Add the new settings To send and receive data on your phone, you will need to set up three separate access points: Internet – this is the profile that your operator provides for open access to the internet without requiring a proxy or gateway to be configured. When this is added it it important to ensure this is first in the list to allow the internet applications (Facebook, Twitter, INQ etc) to connect WAP – this is the profile that your operator provides for access to their web portal e.g. Vodafone live! and it usually requires a proxy gateway which will be configured within the browser in section 2 MMS – this always requires a proxy gateway which will be configured in section 3 Internet Network Access Point To set up the internet access point select Options > New to add your new network providers settings, including the connection name (e.g. Hutch Internet) and access point name (e.g. www), as well as username, password, IP address and DNS, if required by your provider. Please ensure these are entered exactly as required by your provider, with no additional spaces, symbols or upper/lower case. Once this information has been entered, select Done. You should now be able to use the Facebook, Twitter and INQ clients. Unlocking Process – Mobile Data (GPRS) Settings

Mobile Data (GPRS) Settings WAP Network Access Point To set up the WAP access point select Options > New to add your new network providers settings, including the connection name (e.g. Hutch WAP) and access point name (e.g. portalnmms), as well as username, password, IP address and DNS settings, as required by your provider. The homepage and proxy-gateway settings are added in the next section. Ensure these are entered exactly as required by your provider, with no additional spaces, symbols or upper/lower case. Once this information has been entered, select Done. MMS Network Access Point To set up the MMS access point select Options > New to add your new network providers settings, including the connection name (e.g. Hutch MMS) and access point name (e.g. portalnmms), as well as username, password, IP address and DNS settings, as required by your provider. The MMSC address and proxy-gateway settings are added in the next section. Ensure these are entered exactly as required by your provider, with no additional spaces, symbols or upper/lower case. Once this information has been entered, select Done. The Open- Access Profile must remain first in this list Unlocking Process – Mobile Data (GPRS) Settings

Browser Settings Press the MENU key and select Browser Select Settings > Advanced > Network Settings Scroll to an empty account (shown as Not defined on screen) and select Options > Edit Select Account name and enter a WAP connection name, e.g. Hutch World Scroll to Homepage and select it. Enter the URL of your new network providers portal (e.g. Scroll to WAP Gateway, select it and enter your new network providers proxy gateway and port (e.g and 8080) Scroll down and insert your Username and Password, if required by your provider; Select OK Scroll to Network Access Point and select the WAP Network Access Point created in the previous section When the Browser Profile is complete, Select Back From the list of Accounts, select the newly created Profile, (e.g. Hutch World) and click Activate You should now be able to browse the internet and your operators portal. Unlocking Process – Browser Settings

MMS Settings Press the MENU key and select Messages Select Settings > Text and Picture Messaging > Picture Message Account Scroll to an empty account (shown as Not defined on screen) and select Options > Edit Select Account name and enter an MMS connection name (e.g. Hutch MMS) Scroll to Picture messages centre and select it. Enter the URL of your new network providers picture messages centre (e.g. Scroll to WAP Gateway, select it and enter your new network providers MMS proxy gateway and port (e.g and 8080) Scroll down and insert your Username and Password, if required by your provider; Select OK Scroll to Network Access Point and select the MMS Network Access Point created in the earlier section (e.g. Hutch MMS) When the MMS Profile is complete, Select Back From the list of Accounts, select the newly created Profile, (e.g. Hutch MMS ) and click Activate You should now be able to send and receive picture messages. Unlocking Process – MMS Settings