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FAQ

QUESTION RELATED TO DATA DEALS

1. Can I use my LTE service anywhere? 


You can use the LTE service anywhere provided you are within the relevant provider's coverage area.


2. Can I use the included SIM card in another device? 


Your SIM card is compatible only with LTE devices.  Please note that you also need to be in the Network coverage area. 


3. Do I need to RICA my SIM card? 


Yes. We will need a copy of your original barcoded Identity Document, as well as a valid  proof of residence.


4. Do I need to sign up for a contract? 


Not at all!  All our services are month-to-month and can be easily cancelled if you change your mind. However a month notice must be served.


5. What happens if I sign up in the middle of the month? 


All LTE packages are charged pro-rata. So, if you sign up halfway through the month you will pay half  the monthly fee and receive half the data for the rest of the month.


6. Can I upgrade or downgrade my service?


YES! All LTE packages can be upgraded or downgraded via your Client Control Panel. Note that package changes will only be effective on the 1st of the following month, regardless of when in the month the request is  made or whether it is an upgrade or downgrade. This is a restriction from our provider. 


7. How long does it take to activate after delivery? 


Your SIM card should be active within 30 minutes after delivery. In extreme cases it can take up to 72 hours, but this  is highly unlikely. Should you have trouble connecting after 30 minutes, please reboot your device and try to 
connect again. Please contact our support team if you do not have a connection after 72 hours.


8. Does unused data roll over at the end of the month?


In-bundle Anytime data will roll over for up to 60 days within a Calendar Month. Unused Night Surfer data and Bonus Data does not roll over. Rollover is not included with the 10+10GB package. In-bundle Anytime data will roll  over for up to 60 days within a Calendar Month. Unused Night Surfer data and Bonus Data does not roll over.  Rollover is not included with the 10+10GB package. 


9.Will I be billed every month on the same day that I started my service? 


The billing cycle for all monthly services is from the 1st to the last day of every month. You will be invoiced  and data will be renewed on the 1st of every month regardless of your sign up date. 

 

10.Which devices can I use for MTN deals? 


MTN can only allow devices which have been network approved by MTN. 
This range of devices includes: Huawei B525, Huawei B612, Huawei B618, ZTE Mf286.

11. Is there a cancellation policy? 


Should you decide to cancel your SIM Only package, a calendar months' notice is required. 

 

12. How do I view my data usage?


You can easily check your data usage at any time via your Client Control Panel on our  website. Note that we have to create login details for you to access your account. 

 

13. Can I top-up if I run out? 


Yes, top-ups are available in the Client Control Panel.


14. Can I use this service on the go or only at certain locations? 


The MTN Fixed LTE service is designed to be used at your home or office, and MTN will lock the service to the address for where you place an order to use the service. But with Telkom LTE, service is not geographically locked. You can use it anywhere for as long there is coverage.


15. Where can I check if I have coverage? 


You can simply send us your full address by email or fill in the coverage check form on our website so that we can check for you if you have any coverage. 


16. Can I upgrade or downgrade my service? 


YES! All LTE packages can be upgraded or downgraded via your Client Control Panel. Note that package changes  will only be effective on the 1st of the following month, regardless of when in the month the request is  made or whether it is an upgrade or downgrade. This is a restriction from our provider.


17. What time is Night Time Data? 


The Night Time Data period is between 12:00AM and 05:59AM every day of the year.


18. How long will it take for my LTE to be delivered?


Within 5 to 10 business days, provided payment has cleared (stock dependant). We will deliver your sim card for free.


19. How many LTE Services can I order?


Maximum of 3 orders per legal entity (business or individual). 


20. How will I be invoiced? 


As we do not know the exact date that your SIM will be activated, we will invoice you on the date of sign up based on the current date up to the end of the current month (prorata). Once your SIM activates we will credit  the invoice issued on sign up and re-invoice from the activation date until the end of the current month. Your data will be allocated prorata, calculated from the date of activation up to the last day of the current month.

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