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Frequently Asked Questions (FAQ)
Why isn’t my 4G sim card working?
In case your sim card is not working, restart your phone/device and check again. If the problem persists, kindly contact our customer service at 4141/0788187418 ( Toll-free).
Why isn’t my 4G device working?
Reboot the device and check again, if not working kindly contact us at our toll free line 4141/078818418 for further support.
My 4g device has been stolen, would you assist me to track where it’s located and block my bundles?
We cannot track your network device, but we can track an active SIM card, block and swap it.
How do I check my 4G bundles balance and add units?
To check your balance, dial the following USSD code : *900# To reload your account, please download the 4G app : 4G LTE
Why is my fiber internet not working?
Please check your internal network first, if you don’t find any issue internally, please call our support line (4141/078818418) and provide details (Customer name, Type of the issue, When the issue started, Basic troubleshooting done) our support team will work on the issue and contact you for guidance or physical visit immediately).
Where else can I find your services except your headquarters?
You may find us in Rubavu Town (call our branch officer at 0788227012) and we are soon opening other offices in other locations for ease of our services distribution channels.
My router switch is malfunctioning and not functioning, what can I do to have it function again?
Please call our Toll free number at 4141 and provide details of the device, you will be first guided remotely and if it is still not working, please bring the router/switch to our head office for checking, if it is found to have been damaged/burnt, you will be given a new one at a cost.
I would like to have additional IPs for my additional applications management, how can I get them?
Please channel your request by email through a designated account manager or call our toll free number 4141.
I would like to upgrade my internet capacity, how do I get this done?
Please send an email request to firstname.lastname@example.org, your account manager will respond and give you all the administrative documents to sign for a permanent upgrade.
I’m interested in your services, how can I acquire them?
Please contact our toll free number 4141 or send an inquiry email to email@example.com, our team will immediately send you the process and requirements.
We have been disconnected for non payment, who can we contact to discuss payment and reconnection?
If you have paid or need any clarifications on invoices or payment plans, please contact our Billing and recovery team at firstname.lastname@example.org or contact us on our toll free number 4141 for further guidance.