FREQUENTLY ASKED QUESTIONS

Transcription

1 FREQUENTLY ASKED QUESTIONS Speedlink lite Compiled by Product Management 1

2 1. What is Speedlink lite? Telecom Namibia Speedlink lite offers unlimited high speed internet access via Telecom Namibia Fixed Broadband access technologies WIMAX and ADSL to residential/business customers without value added service such as Voice, Fax2 and ISP services. Customers are able to connect to internet with different lifestyle devices such as laptops, smartphone and tablets. 2. Who may apply for this service? The service is aimed at the following customer segments: Small Enterprises SOHO s Residential 3. What are installation charges for speedlink lite? Installation charges is N$222 in town and N$333 outside town 4. What are the benefits to customers? Unlimited, always-on and high speed internet access at flat rate - no unexpected high monthly bills Variety of speed package - more choice more value Flexible contract period 12, 24 and 36 month Option to apply for value added services separately at any given time Customer can enjoy Wi-Fi with TN s Wi-Fi enabled CPE/Modem CPE/Modem is available on cash and installment option Support e-learning for your children Connect to multiple devices with our Wi-Fi enable modems 5. Which packages will be offered to customers? Speedlink lite home/business Speedlink lite professional with static IP address Note: Home and business customer will pay the same price Compiled by Product Management 2

3 6. What are the packages and pricing? 6.1. Speedlink lite (Home/Business) Packages 512k 1024k 2048k 3072k 4096k 6144k 8192k 10240k Downlink speed up to 512k 1024k 2048k 3072k 4096k 6144k 8192k 10240k Uplink speed up to 256k 512k 1024k 1536k 2048k 2048k 2048k 2048k Monthly charge (N$) (12-month) Promotion Monthly charge (N$) (24-month) Promotion Monthly charge (N$) (36-month) Promotion ,115 1,869 3,869 4, ,635 3,579 4, ,505 3,405 4, Speedlink lite Professional Packages 1024k 2048k 4096k 6144k 8192k 10240k Downlink speed up to 1024k 2048k 4096k 6144k 8192k 1024k Uplink speed up to 512k 1024k 2048k 2048k 2048k 2048k Monthly charge (N$) (12-month) Promotion 1,649 1,745 2,159 3,175 4,739 5,465 Monthly charge (N$) (24-month) Promotion 1,349 1,479 1,999 3,029 4,679 5,309 Monthly charge (N$) (36-month) Promotion 1,269 1,399 1,905 2,705 4,425 5,205 Price is VAT excl. This promotion will run for the three month, the price will be normalized to the standard price after the end of promotion and the new applicants will be charged the normal price. 7. What are the pricing and features of the modem? (a) CPE s/modems Compiled by Product Management 3

4 CPE s/modems Entry level CPE Mid-Range CPE High End CPE Access Technology ADSL Yes Yes Yes WiMAX Yes Yes Yes VSAT No No Yes Data Service Data Port (ADSL) Data Port (WiMAX) WiFi Yes g and b Yes g and b Yes g/b/a USB Port Yes Yes Yes Voice Service Maximum concurrent phone calls (depending on fixed Broadband package selected) Analogue Ports ISDN Ports (S0-Bus) No No 1 Up to six Cordless Yes Yes Yes Support Material # Payment options VAT Excl. Cash N$ N$ N$ months instalments N$ N$ N$ months instalments N$ N$ N$ months instalments N/A N/A N$ Does customer gets a free CPE/modem when signing up for speedlink lite? No, the packages are offered without the CPE/Modem thus the customer can purchase it at any nearest Teleshop Telecom is offering Wi-Fi enable CPE/Modem with rich features allowing customer connecting to internet seamlessly with laptops, tablets and smartphones Teleshop is advised to record the serial number of CPE for guarantee purpose. 9. What are the CPE conditions? Telecom shall not be responsible to replace and/or repair the CPE in the event of theft, damage, loss, lightning, destruction to the Equipment whether by negligence if it sourced through Telecom It is the Customers responsibility to ensure that it inspects all CPE upon deliver and endorse the delivery note in the event of any missing or damaged Equipment It is the Customers responsibility to ensure that it has the requisite insurance to cover such CPE at customer premises The Customer is required to ensure that the Equipment that the Customer intends to use in order to receive the service is compatible with Telecom s Technical specifications Telecom shall not be liable to the Customer for whatsoever reasons, in the event that the Customer utilises the Service and the Equipment does not conform to Telecom s specifications Should customer use a private CPE which was not purchased through Telecom, Telecom Technicians should not touch (setup, configure, perform fault finding) Compiled by Product Management 4

5 10. What is the warranty on the Telecom Namibia s CPE? The CPE include 12 - month warranty Please ensure that serial number is recorded in CBS. 11. When must the CPE be issued to the customer? The CPE must be issued to the customer upon payment (cash). Customers who purchase on installments must be issued with the CPE immediately. 12. Who will install the modem at customer premises? If the customer purchases the CPE/Modem from Telecom Namibia, it will be installed with speedlink lite at no cost including helpdesk support or technical assistance through our Call Centre Should a customer have a CPE that was previously obtained from Telecom, configuration and installation will be done by Telecom Namibia provided it will be done the same time as speedlink lite installation If the customer applies for the CPE after the speedlink lite is installed, Technical Assistance call out fees per hour will be charged for CPE s configuration and installation which is N$ 145 and N$ 250 for Normal and After hours respectively. In Windhoek CPE configurations and installation will be performed by iway Help Desk while in the regions Field Service technicians will support Teleshop 13. What is the process to report Speedlink lite service? Customer should report to Telecom Namibia toll-free numbers 1133/1155 Customer Contact Centre to advise customer to test first the CPE as abortive maintenance will be charged in case where such a fault is caused by the customer s CPE Telecom technicians can replace the CPE and bill the customer accordingly or alternatively the customer should bring in their CPE to Teleshops for testing Teleshops and technicians should validate the serial number and update when needed Teleshop should replace the CPE if the fault is under guarantee or alternatively the customer will be advised to buy new CPE or to take it for repair 14. What will happen after installation of speedlink lite where customer does not buy CPE from Telecom? Telecom Technicians should test the line using test Fritz!box Network parameters and CPE s specification including username and password should be provided by Teleshops or technicians to customer Compiled by Product Management 5

6 15. What are the CPE specifications and network parameters require for CPE configurations? Type of CPE and configuration: ADSL: - The CPE must support ADSL2+ Annex M - The Data Service is provided on VPI/VCI 0/35 ports - Telecom use Point to point protocol over Ethernet (PPPoE) with Username and Password WiMAX: - The CPE should provide Fast Ethernet port to be used as uplink/wan port - The Data Service is provided on VLAN 200 or untagged - Telecom use Point to point protocol over Ethernet (PPPoE) with Username and Password 16. Can the customer apply for or any other value added service after signing up for Speedlink lite? Yes, the customer may apply and pay applicable rate 17. Can the customer apply for voice line after signing up for speedlink lite? No, customer will be advised to migrate to traditional speedlink by signing a new contract Note: Migrate to the same or high speedlink package 18. Can existing Speedlink customer migrate to speedlink lite? Yes, customers can be allowed to migrate from other packages if the contract expire or if they terminate and pay a penalty fee Initial ADSL Home/Business Packages (Elementary, Medium, Advanced & Premium) can migrate to speedlink lite packages 19. Why should I use TN s Speedlink lite and no other broadband providers? Offer data only TN s Speedlink lite Internet access contract period 12,24 and 36 Offer data only Other broadband providers Internet access contract period 12 and 24 (more affordable) Unlimited as little as internet access at N$ 245 per month for 512k package Installation charges: N$ 222 within town and N$ 333 outside town TN offers Speedlink lite Professional with static IP address Countrywide presentation (Teleshops and Capped internet access from N$ 499 per month for 384k package Installation charges: N$ 500 in Windhoek and N$ 700 outside Windhoek Charge additional N$ 200 for static IP address Only in Windhoek Compiled by Product Management 6

7 Technical support) Toll Free Numbers 1133/1155 Toll free numbers not available Note: Telecom Namibia s value proposition is more favorable compare to other competitors in the market 20. Why should the customer subscribe to Telecom Namibia s Speedlink lite? Support staff is available until 22h00 Face to face countrywide contact with customers Presence countrywide Toll Free Number 1133/1155 Supported by trusted Telecom Namibia Fiber backbone Note: CPE Customer premises equipment Compiled by Product Management 7