Your step-by-step guide to getting connected. With Telkom Broadband and Fibre to the Home. Tomorrow Starts Today powered by Telkom Page 1 Page 1
Welcome Getting Started with Broadband Dear Customer How to Get Connected Page 4 Welcome to the Telkom family and thank you for choosing Telkom Broadband (Fibre to the Home or DSL). Prepare to enjoy everything the digital age has to offer with a fully connected home for the whole family. This guide is designed to assist you through the setup process and to ensure that you re up and running as soon as possible. We ve included frequently asked questions and comprehensive information on how to get assistance if required. We recommend that you keep this guide in a safe place for future reference. Should you require additional information or assistance, please don t hesitate to contact our call centre on 10210 or visit www.telkom.co.za. We wish you many happy hours of surfing and a great Telkom Broadband experience. Best regards, The Telkom Team Frequently Asked Questions Gig Guide Speed Guide Billing Getting Help Page 5 Page 7 Page 8 Page 9 Page 11 Page 2 Page Page 3 3
How to Get Connected Frequently Asked Questions? 1. Refer to the Quick Reference Guide 1. Where do I get my Telkom Internet username and password? Retrieve the Quick Installation Guide / Quick Reference Guide found in your modem box. If you don t find a Quick Installation Guide CD in your modem box, the Broadband Configuration Wizard will be embedded in the modem s start-up software. 2. Connect your modem to your telephone line and PC Follow the instructions in the Guide to connect your modem either to the broadband access line or to the Fibre terminating device. 3. Setting up your broadband modem Connect to the modem either using an Ethernet cable or using WiFi, as described in the Guide. Launch an internet browser (Google Chrome, Firefox, Internet Explorer, Safari, etc.) on your connected device. In the URL web address field, enter the URL as indicated on the belly label of the router. The configuration wizard of the modem will start automatically. Follow the prompts on the screen. You will need your internet username and password that was sent to you by SMS. 4. Activate your broadband service The wizard should automatically open your web browser (e.g. Internet Explorer, Google Chrome). Type in www.telkom.co.za/verifyadsl. Complete the required fields with your Telkom telephone number and order number (sent to you by SMS). 5. Set up your data-usage notifications Log in to https://secure.telkomsa.net/titracker/ with your username and password to set up data-usage notifications. 6. Connect your devices through WiFi Congratulations! You are now connected to the internet. You are ready to connect your other internetenabled devices (e.g. tablets, laptops and smartphones) via WiFi. Your Telkom Internet username and password were sent to you by SMS. If you don t have them, simply send an email to TelkomInternetSupport@telkom.co.za or phone the Telkom Internet help desk on 10210. 2. How do I reset my Telkom Internet password? You can reset your Telkom Internet account and email passwords by visiting https://online.telkomsa.netpmt/ or by phoning the Telkom Internet help desk on 10210. If you don t have your password, select the Forgotten Your Password? option. When resetting your password, please use alphanumeric characters, as this will increase the security of your account. Do not give the password to anyone. 3. How do I set up my broadband modem if I have a PC without a CD drive, or if my device is not Windows-based (e.g. ios or Android)? The steps described in this document are applicable to any device that can connect via Ethernet cable or WiFi, and has an internet browser. Just follow the steps to configure your modem. A Broadband Configuration Wizard will be embedded in the modem s start-up software. For self-help user manuals and tutorials to set up your broadband modem, visit www.telkom.co.za/myservices. 4. Where can I get a comprehensive broadband self-installation guide? A Broadband Configuration Wizard will be embedded in the modem s start-up software. Alternatively, you can visit www.telkom.co.za/myservices for self-help user manuals and tutorials. 5. How do I obtain my order number? You need your order number to activate your internet account. Your order number was sent to you by SMS. If you don t have it, please phone the Telkom Internet help desk on 10210. 6. Why am I unable to activate my internet account? For assistance with your Telkom Internet activation, contact 10210. 7. How do I connect my devices via WiFi? If you need help in connecting your internet-enabled devices through WiFi, visit http://www.telkom.co.za/myservices/ Page 4 Page Page 5 5
Frequently Asked Questions? Gig Guide 8. How do I check my data used for the month? You can view the data you ve used for the month, as well as previous months, on the DSL usage tracker website at https://secure.telkomsa.net/titracker/. You will need your Telkom Internet username and password to log in. Select the Usage option on the menu on the left. 10GB content in-cap approximately 2 000 songs or 10 movies or 1 HD movie or 28 TV-series episodes and stay connected out of cap to do the basics (like email, internet banking, browsing, online shopping and social media). 9. How can I purchase additional data once my data bundle has been depleted? You can purchase additional data by logging in to the TopUp portal at https://secure.telkomsa.net/topup/. Once logged in, you can purchase the required data via the secure credit-card purchase facility. 10. How do I receive data-usage notifications? You can receive notifications on your data usage by logging in to the broadband usage tracker page at https://secure.telkomsa.net/titracker/ with your username and password. Once logged in, select the Notifications option on the menu on the left. Thereafter, select the notification frequency and click Submit once you have made your selection. You should be using your primary email address for your notifications. Your selections can be changed, should the need arise. 11. Where can I get more information on my broadband and data-related questions? For more information, and to access online user guides, visit www.telkom.co.za/sites/athome/helpandsupport/ 12. What can impact the speed of my broadband? There are various factors that can affect your broadband speed. These include: 13. Where can I get telephonic support? 20GB 50GB 100GB content in-cap approximately 4 000 songs or 20 movies or 2 HD movies or 57 TV-series episodes and stay connected out of cap to do the basics (like email, internet banking, browsing, online shopping and social media). content in-cap approximately 10 000 songs or 50 movies or 5 HD movies or 142 TV-series episodes and stay connected out of cap to do the basics (like email, internet banking, browsing, online shopping and social media). content in-cap approximately 20 000 songs or 100 movies or 10 HD movies or 285 TV-series episodes and stay connected out of cap to do the basics (like email, internet banking, browsing, online shopping and social media). Size breakdown: Sizes indicated are approximate. Should you require telephonic support to set up your ISP account, contact our Telkom Internet support desk at 10210. Fibre support desk 0800 007 268. 1 Song 5MB 1 TV-series episode 350MB 1 Movie 1GB 1 HD movie 10GB Page 6 Page Page 7 7
Speed Guide 2Mbps DSL Billing Your first bill explained ADSL access (up to 2Mbps ) is the perfect fit for a surfer a person who uses the internet for social media, emailing, browsing for business opportunities or searching for new employment opportunities and downloading the odd video, clip or song. One fixed monthly price. Please note that your first bill from Telkom may be different from those you receive thereafter. This is because there may be an installation charge, and the subscription for services is payable one month in advance. Your bill will therefore include one full month and a pro-rated amount for the month in which you joined. How do you want to receive your bill? 4Mbps DSL 10Mbps DSL/Fibre ADSL access (up to 10Mbps) is the perfect fit for the content king (or queen) a person who uses the internet to do anything and everything, business or pleasure. You can download and upload large files, live stream music, business conferences or movies, and do pretty much anything, including videoconferencing. One fixed monthly price. 20/40Mbps VDSL/Fibre VDSL access (up to 20/40Mbps) is the perfect fit for a speed junkie a person who uses the internet to do anything and everything, business or pleasure. You can download and upload larger files, videoconference with business associates, live stream music or talk about business. One fixed monthly price. 100Mbps Fibre Page 8 Email billing is the most convenient and environmentally friendly way for you to receive your monthly statement. Your account can be linked to an email address of your choice when you register at www.telkom.co.za/emailmemybill. You can also view your bill online by registering at www.telkom.co.za/sites/athome/helpandsupport/aboutmybill/ ADSL access (up to 4Mbps) is the perfect fit for a sharer a person who uses the internet to share content like video clips, songs, photos, business proposals and ideas. One fixed monthly price. Fibre to the Home access (up to 100Mbps) is the perfect fit for a speed fanatic a person who uses the internet for anything and everything, business or pleasure. You can download and upload larger files, videoconference and stream live music or movies a lot faster than ever seen before. Fibre Page Page 9 9
Billing Getting Help How to read your Telkom bill? Your account details. Keep your account number handy when making an enquiry. Your name and postal address. MR AN OTHER 32 ABC FLATS FAI RVIEW SECURIT Y COMPLEX 12 BABERTON LINK CAPE TOWN 1234 Pages 1 of 3 Tax Invoice Invoice date 18-Apr-11 Account no 131990810001 Service ref 0219555599 Invoice no Your VAT no Government Code 103G1007650R Where to get help? Phone the Contact Centre on 10210 for: Self-service information Summary of your account. Reflects the balance of your previous bill, the payments received and the total current bill. This invoice indicates the details of the current invoice. Rental, usage (or calls) and VAT are the most popular items for residential customers. Rental for services is payable one month in advance. In the case of a new service, the initial rental from the date of installation until the end of the bill cycle, as well as rental for one month in advance will apply. Account Summary Previous invoice Payments Receipt/Ref 0201106 0734202 BCK00010075278 Balance Transfer Balance Transfer Opening balance Coins discontinued Charges for April 2011 Subscription Services Usage Installation fees Sales Discounts Adjustments Event Billing Sub-total (excluding VA T VAT @ 14% @14%) Purchase Agreements (Non-taxable) Total (Charges for April 2011) Date 02 Apr 11 04 Apr 11 05 Apr 11 Balance brought forward Description Payment - Thank you Payment - Thank you Payment Rejected From Account 1234569875 To Account 89712354 Payment details for the balance of <amount> that was due by <dd Mmm yy>, were not available on <invoice date>. Please pay immediately. If you have paid the arrears, please ignore this message. Deposit R 235,00 Important Information R 684,41 R 900,00 - R 700,00 - R 700,00 R 50,00 - R 150,00 R 840,65 R 266,44 R 430,70 R 376,32 R 17,72 - R 180,00 R 50,00 R 2 076,39 R 290,69 R 356,37 Udipitasintus ellest entionetur milisquid quistionest landitatio ea sus apiet fugia susaper rorist rendae ne sit et alita non con none volorpore vel id mil ipsapit atquidus est doluptus. R 115,59 - R 0,01 - R 2 723,45 Total Due R 2 607,85 Fault reporting To report a fault, SMS the word service and your 10-digit telephone number to 30591. Alternatively, you can log and track a fault online at www.telkom.co.za/sites/contactus/athome/ Balance enquiry To see your latest balance, SMS your telephone number and ID number to 012 321 0210. Online billing Register, view and pay online at www.telkom.co.za/sites/athome/helpandsupport/aboutmybill/ Telkom App Download our easy-to-use App, which enables you to log a fault, check your account balance and locate a Telkom shop. The App is available from the Google Play Store for Android devices and on the App Store for ipad (not yet available on iphone devices). Fault & Service Enquiries All enquiries & fault reporting 10210 Fault reporting via sms 0123210212 Moves and Relocations online at www.telkom.co.za/moving and you will also receive a FREE CORDLESS PHONE! Consider it our house-warming gift to you. Terms and conditions apply. Please do not detach this slip. When paying at a counter, take the full page with. Check www.telkom.co.za/ sites/athome/helpandsupport/ aboutmybill/payingyourbill/ for payment options. Mail Payment Slip Group No System No 00018 9122508060 Payment Code Control Code Cycle 2011 058 F <<<<< 9 2021 0001 3106 0203 28 >>>>> Amount Due R 2 607,85 Page 10 Page Page 11 11
40344