Confusion Reigns Over SmartBiz Changes: Econet Clears the Air on Routers
Confusion has gripped Econet SmartBiz customers following messages warning that their data lines would “only work through Wi-Fi routers” starting 10 September.
The alerts sparked panic among users, many of whom feared they would be forced to purchase Econet-branded routers priced at US$199.
Circulating WhatsApp screenshots added to the uncertainty, suggesting that buying directly from Econet would be mandatory to stay connected.
Econet has now clarified that while SmartBiz SIMs will no longer function in smartphones, customers are not required to buy routers exclusively from Econet.
The company confirmed that any compatible router, MiFi, or CPE device will work with SmartBiz, regardless of where it is purchased.
“It is false that only Econet-supplied routers will work with SmartBiz,” Econet stated.
Devices must meet specific technical requirements, including Wi-Fi 6 support, capacity for up to 32 users, and antennas rated up to 10dBi.
The SMS that triggered the confusion read: “Dear Customer. Please note that your data line will only be able to access services through a Wi-Fi router from 10 Sept. To stay connected, visit an Econet shop to buy a router.”
According to Econet, this message was sent to users operating SmartBiz SIMs in smartphones or using phones as hotspots.
The company reiterated that SmartBiz is designed for routers and CPEs, not mobile phones, and that from 10 September, SmartBiz lines will no longer work in smartphones.
WhatsApp screenshots added fuel to the fire, showing a supposed Econet representative telling a customer they must buy an Econet router or risk losing connectivity.
Econet questioned the authenticity of those messages, noting that the rep mentioned sending a survey via SMS — something the company says it was not conducting.
The screenshots also lacked identifying details, making verification impossible.
Further confusion came from Econet’s support account on X (formerly Twitter), which posted: “Please note we are discontinuing the use of SmartBiz lines in smartphones. Apologies for any inconveniences caused.”
While this aligns with the router-only policy, the account has recently reposted unrelated and suspicious content, raising concerns about its credibility.
Customers have expressed frustration over the mixed signals coming from different support channels.
The timing of these changes coincides with Econet’s earlier announcement on 8 August about “new, broader data packages” aimed at improving service consistency and long-term sustainability.
Although full details have not been released, the September 10 enforcement suggests that SmartBiz updates may be part of a wider rollout.
Based on the one-month notice period mentioned in August, changes could begin taking effect from around 8 September.
Econet has urged customers to rely on official updates and clarified that existing SmartBiz bundles will remain valid until expiry.
The company also confirmed that broader data packages are expected to launch soon, offering more choice and improved digital experiences.
Ultimately, the issue appears to stem from inconsistent communication rather than restrictive policy, and Econet says it remains committed to supporting SmartBiz users through the transition.
