Telkom Internet Usage Tracker User Guide

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2 Telkom Internet Usage Tracker User Guide In order to assist you in using the Usage Tracker Tool we have compiled a short manual to simplify your experience. You will be able to access the Tracker Help wherever you are and whenever you require assistance. The Usage Tracker was designed especially for the Telkom Internet subscriber and because we value you as a customer we also value your input. Browsing option Using In-Bundle Using TopUp Using Postpaid Billing SoftCap Description The customer is using the data allocated to the plan originally bought The customer has reached the allocated In-bundle data limit for the account and opted for the TopUp option to continue browsing the internet The customer has reached the allocated In-bundle data limit for the account and opted for the Postpaid option to continue browsing the internet This option enables the customer using a capped TI account to use the internet at a reduced speed once the customer has reached the total In-bundle usage. Peer to Peer (P2P) applications as well as streaming services for example YouTube will be significantly restricted. The customer will have a choice to continue on a lower speed with restricted access to streaming and Peer to Peer services or alternatively the customer may decide to TopUp or upgrade. The data generated by the customer under the throttled speed will be zero-rated. 2

3 General: To log into the Usage Tracking Tool you will use the following screen: You don t have to register for the Usage Tracker; you only need your Telkom Internet username and password to utilize the tracking facility. Enter your Telkom Internet access username and password in the spaces provided and click on submit. You will then be taken to the following screen depending on the usage status of your account: 3

4 Status messages for SoftCap customers will show the current status the customer account is in. The messages are: a. You are within your data allowance This means that you have available data that you may use b. You are browsing at a reduced speed This means that you have exceeded your available data and/or TopUp and are continuing to use the internet at a reduced speed at no cost This means that you are on SoftCap mode c. You are within your data allowance Your remaining prepaid TopUp data: xxxx MB o TopUp This means that you have topped up via credit card d. You are using your Postpaid data allowance This means that you have exhausted your in-bundle data and chose to go to Postpaid Examples of screens: 1. An account that is still Under Quota 4

5 2. An account that is Topped-Up while still under Quota 3. An account that has reached In-bundle data and browsing at reduced speed. 5

6 4. An account that is Topped-Up after reaching the Quota limit 5. An account that is on 192% In-bundle and Postpaid usage 6

7 6. An account that moved from Postpaid to SoftCap 7. An account that is SoftCapped after reaching 200% 7

8 My Tools Menu Options: The My Tools option now displays: TopUp Postpaid (Only when your In-bundle data is depleted) Do Support Plus Log off TopUp - The TopUp Tool allows you to TopUp your data account with additional data using your credit card. You will be redirected to the TopUp tool where you will be required to register for 3D secure after which data usage may be purchased using your credit card. Postpaid Postpaid usage is an innovative alternative Topup solution created specifically for our valued Telkom Internet customers. It allows you to only pay for the usage used, over and above your basic package. Out of bundle data will be charged on your invoice, making it an easy and simple alternative method to credit card Topup. Do Support Plus - This user-friendly, easy to use, self-help tool is designed to assist users with the setup of TelkomInternet accounts and to resolve network connectivity problems. The tool can analyse and resolve personal computer, gateway and internet connectivity issues. It will provide unique error messages that can be quoted to helpdesk personnel to speed up calls for technical support. Log off This option is used to log you out of the current application and disconnect you from the TI Tracker website. Reaching your usage limit: After you have reached your 100% usage limit, the graphical bar changes to red indicating that you have reached your In-bundle data allowance. At this stage you will automatically be placed in SoftCap mode. This means that you will continue using local and international bandwidth, albeit on a slower ISP speed. However, you will have the following options to TopUp at out of bundle rates, to get back to full service experience: 1. TopUp with credit card 2. TopUp with Postpaid billing, up to double your data usage limit. 8

9 See screen below for the two options to be found on Tracker Tool under My Tools. TopUp This option will re-direct you to the TopUp tool where you will be able to TopUp using your credit card 9

10 After topping up Your Prepaid TopUp remaining data allowance will show on the screen under your browsing option. Postpaid usage Registration The registration for the Postpaid service using your address can be performed at anytime during the month. The Postpaid option will only be enabled if you have reached 100% of your Total In-bundle data. 10

11 1. Select Register to Register for the Postpaid service 2. Select Yes if you would like to continue with the registration 11

12 3. Please enter the cellphone number 4. Please verify the cellphone number 5. Select Submit 6. The registration request has been completed 12

13 Activate your Postpaid Billing option You must be registered to enable the Postpaid usage option 1. Click on Register to enable your Postpaid Billing 2. Select the Yes option to continue with the enabling of your Postpaid billing. 13

14 3. Enter the OTP and click Next If your cellphone number (last 4 digits) is incorrect, please contact the Telkom Contact Center on Please select the radio button to enable the Postpaid usage option 5. At this point you can opt not to continue with enabling your Postpaid Billing by selecting Log Off. 14

15 6. Once you have selected Submit to Enable the Postpaid usage on my account you will receive the confirmation message above Do-support Plus This is a Tool which can be downloaded by Telkom Internet customers to provide assistance with internet setup and network connectivity problems. The Tool provides the customer with unique error messages which will assist the call centre agent in resolving the customer s problem. 15

16 To download the Tool you should select To download this tool click here The screen above will be displayed. Log off Selecting the Log off option will log you out of the TI Tracker application and re-direct you to the login page as above. 16

17 Frequently asked question with answers What if I ve reached 100% of my In-bundle limit? SoftCap refers to data plans with a usage threshold, e.g. 5GB usage threshold. If you reach your usage limit, you will automatically be placed in SoftCap mode. This means that you will continue using the local and international internet, albeit on a slower ISP speed. However, you have the following options to TopUp at out of bundle rates, to get back to full service experience: 1. TopUp with credit card* 2. TopUp with Postpaid billing, up to double your data usage limit** While in postpaid billing (out of bundle), you may opt to revert to SoftCap mode by logging into Tracker and clicking on the SoftCap option. * If you TopUp with your credit card, you may not revert to SoftCap until your TopUp usage quota is completely depleted. There is no roll-over of usage at the beginning of the next month. ** Once your Postpaid usage limit is depleted, you will be reverted to SoftCap mode. You only then have an option to TopUp via your credit card to get to full user experience. The screen below with the various browsing options will only be displayed once you have reached 100% of your data usage limit. If you do not make a selection of the Browsing options you will continue browsing in SoftCap mode as you will be automatically placed there when you reach you In-bundle limit. 17

18 The options available to you are: (1) TopUp with credit card to continue with the existing experience. (2) Postpaid Billing option (Users need to be registered for this option). (3) Continue on SoftCap option (This option is automatically activated once you reach your In-bundle limit or you reach your Postpaid limit). When the SoftCap limitations are not the desired option, customers can opt for option 1 or 2(only if you have not used your Postpaid usage that month). (4) Customers can contact to upgrade. When the TopUp threshold value or Postpaid billing option value has been reached you are automatically SoftCap(option 3) you will have options to choose between moving to option 1 or option 4 in order to get back to full service. Option 2 will no longer be available since the option only has one predefined limit which is double the value of the package for out-ofbundle data. You can however upgrade your package to a higher value package without losing your Internet settings by calling for Residential or for Business. What if I ve reached my Postpaid data limit? When I reach 100% of the In-bundle quota limit and I have registered for Postpaid usage and selected the Postpaid option and reached the Postpaid limit (200% of the data allocated) I will be automatically SoftCap (continue using the local and international internet on a slower ISP speed) 18

19 The customer will only be able to select the following options: (1) TopUp with credit card to continue with the existing experience (3) Continue on SoftCap option (If SoftCap limitations are not the desired option, customers can opt for option 1 or 4). (4) Informing customers that they can contact to upgrade What if I want to go back to change from Postpaid usage to SoftCap? While in Postpaid billing (out of bundle), you may opt to revert to SoftCap mode by logging into Tracker and clicking on the SoftCap option. 1. An example of an account already using Postpaid usage 19

20 2. Select Continue to acknowledge that you want to move from Postpaid billing to SoftCap (reduced speed not charged). 3. Select OK when you have seen the message below 20

21 UNCAPPED DATA PLANS Telkom Internet uncapped provides continuous use of the internet, without a specific usage data threshold. Uncapped Customers will now see a bar that reflects the intensity of the internet usage from Normal User to Power User. 1. The green bar indicates that you are a Normal user 21

22 2. The orange bar indicates that you are a Normal user 3. The red bar indicates that you are a Power user 22