Loyalty [LMS] FAQs
General & Eligibility FAQs
Who is eligible to join the LMS Reward System?
All active FiberOne customers in Lagos, with active subscription on the service plans that qualifies for the LMS Reward System, one the multi-payment required for your desired tier.
Do I need to register separately for LMS?
No. LMS is automatically enabled for eligible customers once they are active on the FiberOne network.
Is the LMS Reward System free?
Yes. There is no additional cost to participate in the LMS Reward System.
Does LMS apply to both residential and business customers?
LMS currently applies to eligible residential and SME plans with active subscription. Enterprise/Dedicated Plans eligibility will be communicated if and when applicable.
Coins & Earning Rules
When are Coins credited to my account?
Coins are credited automatically once an eligible action (payment, upgrade, referral, etc.) is successfully completed.
Do partial payments earn Coins?
Only qualifying payments that meet LMS requirements earn Coins. Partial payments may not qualify.
Can I earn Coins for multiple actions at the same time?
Yes. Customers can earn Coins from multiple eligible actions, provided all LMS conditions are met.
Referrals FAQs
How does the referral reward work?
You earn Coins when a referred customer successfully activates and meets the referral conditions.
Is there a limit to how many referrals I can make?
There is currently no limit, but referral rewards are subject to LMS rules and verification.
When do I receive Coins for a referral?
Coins are credited after the referred customer completes activation and any required validation period.
Tier & Status FAQs
Can my tier be downgraded?
Yes. Missing payments or breaking your payment streak, or downgrading to a plan outside your current tier may result in a tier downgrade.
How often is tier status reviewed?
Tier status is reviewed continuously based on your service plan, subscription, payment behaviour, and LMS activity.
Can I skip tiers (e.g., move from Bronze to Gold)?
Yes. Customers can move directly to higher tiers by meeting the required payment and plan criteria.
Do tier benefits apply immediately after upgrade?
Yes. Once your tier status changes, the associated benefits apply immediately.
Redemption & Usage FAQs
How do I redeem my Coins?
Coins can be redeemed directly within the MyFOB App when selecting eligible subscriptions or VAS.
Can I combine Coins with cash payments?
Yes. Coins can be used to offset part of a payment, with the balance paid via other payment methods.
Can Coins be transferred to another customer?
No. Coins are non-transferable and tied to a single FiberOne account.
Can Coins be redeemed for cash?
No. Coins cannot be exchanged for cash and can only be used within the LMS ecosystem.
Expiration & Loss FAQs
What happens to my Coins if I cancel my subscription?
In line with the LMS rules, we advise you make use of your coins before your subscription expires, to ensure you get value for your earned coins.
Will I be notified before my Coins expire?
Yes. Customers will receive notifications before Coins are due to expire. Coin expiration date is also visible in your account on the mobile.
What causes Coins to be lost?
Customers can make use of their coins before subscription expires or before downgrading to a lower plan.
App & Access FAQs
What if I can’t see LMS in my MyFOB App?
Ensure your app is updated to the latest version. If the issue persists, contact Customer Support.
Can I access LMS on the web?
LMS is currently accessible via the MyFOB mobile app only.
Is my Coin balance secure?
Yes. Coin balances and transactions are securely tracked within FiberOne systems.
Program Rules & Changes
Can FiberOne change LMS rules or rewards?
Yes. FiberOne reserves the right to update LMS rules, rewards, and benefits, with prior communication where applicable.
Are LMS rewards guaranteed?
Rewards are subject to eligibility rules, availability, and system validation.
Support & Escalation FAQs
Who do I contact for LMS-related complaints?
All LMS-related issues should be directed to FiberOne Customer Support via official channels.
