FREQUENTLY ASKED QUESTIONS
Speedlink lite
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, Fax2Email 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$333 outside town
4. What are the benefits to customers?
· Unlimited, always-on and high speed internet access at flat rate - no unexpected high monthly bills
· Variety of speed package - more choice more value
· Lowest rate as little as N$ 245 per month for 512k and N$ 4,048 for 10240k package
· 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
6. What are the packages and pricing?
6.1. Speedlink lite (Home/Business)
Packages / 512k / 1024k / 2048k / 3072k / 4096k / 6144k / 8192k / 10240kDownlink 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$) (12-month) Promotion / 349 / 499 / 615 / 715 / 1,115 / 1,869 / 3,869 / 4,869
Monthly charge (N$) (24-month) Promotion / 329 / 449 / 579 / 679 / 935 / 1,635 / 3,579 / 4,535
Monthly charge (N$) (36-month) Promotion / 266 / 419 / 555 / 655 / 855 / 1,505 / 3,405 / 4,355
6.2. Speedlink lite Professional
Packages / 1024k / 2048k / 4096k / 6144k / 8192k / 10240kDownlink speed up to / 1024k / 2048k / 4096k / 6144k / 8192k / 1024k
Uplink speed up to / 512k / 1024k / 2048k / 2048k / 2048k / 2048k
Monthly charge (N$) (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
CPE’s/Modems / Fritz! Box7330 / Fritz! Box
7360 / Fritz! Box
7390
Access Technology
ADSL / Yes / Yes / Yes
WiMAX / Yes / Yes / Yes
VSAT / No / No / Yes
Data Service
Data Port (ADSL) / 2 / 4 / 4
Data Port (WiMAX) / 1 / 3 / 3
WiFi / Yes-802.11g and b / Yes-802.11g and b / Yes - 802.11g/b/a
USB Port / Yes / Yes / Yes
Voice Service
Maximum concurrent phone calls (depending on fixed Broadband package selected) / 2 / 3 / 5
Analogue Ports / 1 / 1 / 2
ISDN Ports (S0-Bus) / No / No / 1
Up to six Cordless
Support / Yes / Yes / Yes
Material # / 13463 / 13216 / 13225
Payment options
VAT Excl.
Cash / N$ 860.31 / N$ 922.43 / N$ 1266.81
3 months instalments / N$ 292.64 / N$ 315.07 / N$ 432.69
6 months instalments / N$ 148.55 / N$ 160.42 / N$ 220.31
12 months instalments / N/A / N/A / N$ 114.19
8. 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)
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
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 email 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?
TN’s Speedlink lite / Other broadband providersOffer data only / Offer data only
Internet access contract period – 12,24 and 36
(more affordable) / Internet access contract period – 12 and 24
Unlimited as little as internet access at N$ 245 per month for 512k package / Capped internet access from N$ 499 per month for 384k package
Installation charges: N$ 222 within town and N$ 333 outside town / Installation charges: N$ 500 in Windhoek and N$ 700 outside Windhoek
TN offers Speedlink lite Professional with static IP address / Charge additional N$ 200 for static IP address
Countrywide presentation (Teleshops and Technical support) / Only in Windhoek
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 3