Isn’t it nice when everything you’re looking for is in one place? Hit the links below to find quick and easy answers to the most commonly asked support questions.

What is Fixed Mobile Broadband?

In simple terms, it refers to wireless broadband access through an LTE modem. The only thing “fixed” about it is that the modem must be plugged into a wall socket.

How do I check if I am in the coverage area?

You can check if you fall within the coverage area by clicking here.

What is LTE?

LTE is a global standard for wireless data communications, enabling faster wireless Internet access on mobile phones, tablets and other connected devices such as laptop computers.

How fast is LTE?

LTE is capable of delivering speeds of up to 50Mbps, depending on network coverage, signal strength and factors such as positioning of the router, number of connections, as well as obstacles that may cause interference, such as walls, trees and neighbouring buildings. 

What does the acronym LTE stand for?

LTE stands for Long-Term Evolution. It is an international standard for wireless data transfer.

Can I use my modem to access the internet anywhere I go?

Yes, provided you are within the coverage area and have access to a wall socket to power the router.

Do I need to pay a technician for installation and set up?

No. Unlike fibre and DSL to the home, there are absolutely zero setup costs, infrastructure or specialised technical expertise required to get you connected. All you need is your SIM card and router to get connected.

Do I have to sign up for a contract?

No. All of our awesome LTE packages can be purchased on a month-to-month basis, so there are no contractual obligations whatsoever.

Can I use my LTE SIM card in a compatible phone or tablet?

Yes, you can use your LTE SIM card in a compatible LTE-enabled phone or tablet. However, you will only get access to the network within the specified coverage areas.

When will my SIM card be activated?

Your SIM card will be activated within 24-48 hours after delivery.

Can I upgrade or downgrade my package?

Yes, you can upgrade or downgrade your package; however, migration to your new package will only be effective from the first day of the following month. For example, if you apply for an upgrade on 27th June, it will only take effect on 1st July. Please note that an admin fee may apply.

Does my inclusive data carry over from month to month?

No, all unused data that is allocated as part of your package will be forfeited at the end of the month.

Can I purchase an additional data bundle if I use up my inclusive data before the end of the month?

Yes, you can purchase an additional data bundle at any time through the client portal. All add-on data bundles are valid for 30 days.

Do out-of-bundle rates apply?

No, our services are hard-capped, which means no surprise bills. You cannot exceed your allocated data, but you can purchase add-on data bundles, which are valid for 30 days.

Do I need to RICA my SIM card?

Yes. You will need to produce a copy of your ID and valid proof of residence upon delivery of your router and SIM card.

What happens if I cancel my subscription?

After cancellation of your month-to-month subscription, your inclusive monthly data, as well as any add-on data (if applicable), will remain valid until the end of the calendar month.

Will I have to pay any upfront costs?

Yes. On deals with a bundled router, you will be debited for a once-off router cost of R999. On SIM-only deals, you will be debited for a once-off admin fee of R249.

When will my first subscription fee be debited from my account?

On deals that include a bundled router, if you have chosen the pro rata billing option to gain immediate access to our wireless LTE services, you will be debited up front for the pro rata amount plus the once-off cost of R999 for the router prior to activation. The pro rata amount is calculated based on the number of days remaining within the month you signed up. Thereafter, you will be debited for your full monthly subscription prior to the beginning of the following month. If you did not choose the pro rata billing option, you will be debited up front for the once-off cost of the router. Thereafter, the first debit of your full monthly subscription fee will occur on the specified date prior to activation.

On SIM-only deals, you will be debited for the once-off admin fee of R249 prior to delivery and activation of your SIM. Your first subscription fee will be debited on the date chosen by you. If the date chosen by you has passed, we will attempt to collect your first subscription fee before the end of the month. 

How do I insert my SIM card into the router?

You will find the SIM slot at the back of your router. Remove the cover and insert the SIM card, ensuring that it is firmly in place and aligned to the slot. Close the cover and switch on your router. Do not insert or remove the SIM card while your router is powered on.

Where is the best location to place my router?

To prevent interference caused by radio signals, place the router at least 1 meter away from your telephone and other electrical devices. If possible, keep your router on a desk or a wall shelf instead of on the floor or inside a cupboard.Remember, walls and other physical barriers affect the signal strength.

Where can I find the SSID and WiFi key?

The default SSID and WiFi key are printed on the label at the bottom of the router.

How do I set up a WiFi connection on my device?

From your WiFi enabled device (such as a phone, tablet or laptop), scan for wireless networks. Connect to the network name that matches the SSID on the router label. When prompted for a password, enter the WiFi Key, which is also found on the device label. Remember, the WiFi key is case sensitive.

Can I use an external antenna to boost the signal strength?

Yes, you can purchase external antennae for your router. There are two external antenna ports on the back of your router. Use a small tool, such as a paper clip, to remove the cover and store it in a safe place. Install one or two external antennae depending on the signal strength. Make sure the external antennae are securely connected to the antennae ports. If you are using only one external antenna, connect it to Port 1.

How do I configure my router?

After connecting to the B315 through WiFi or the LAN port, launch a web browser on your device and visit the web management page by typing http://192.168.8.1 in the address bar. On the login screen, enter the user name and password (both are admin by default). To protect your account, change the password after your first login. Remember, if you modify the SSID and WiFi key, you must set up the WiFi connection again on your devices using the new SSID and key.

How do I insert my SIM card into the router?

Insert the SIM card into Sim Card slot found at the base of the router.

Where is the best location to place my router?

To prevent interference caused by radio signals, place the router at least one meter away from your telephone and other electrical devices. If possible, keep your router on a desk or a wall shelf instead of on the floor or inside a cupboard. Remember, walls and other physical barriers affect the signal strength.

Where can I find the SSID and WiFi key?

The default SSID and Wi-Fi key are printed on the label at the bottom of the router.

How do I set up a WiFi connection on my device?

Scan for available wireless networks from your Wi-Fi enabled device, such as a phone, tablet or laptop. Connect to the network that matches the SSID on the router label. When prompted for a password, enter the Wi-Fi Key, which is also found on the device label. Remember, the Wi-Fi key is case sensitive.

How do I configure my router?

The router has been preloaded with all South African network settings. Upon insertion of the SIM card, the unit will load the correct configuration.

Can I use an external antenna to boost the signal strength?

Yes, this is possible. Please ensure the external antennas support correct frequency bands.