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Neotel|Contact & Support|FAQs|Consumer FAQs

Read the most frequently asked questions. If you do not find your query here or are looking for more information, please send us an email and we will be sure to add it to the list. You can also view our complete list of FAQs here.

Q: What will happen if I want to relocate nationally e.g. from Johannesburg to Cape Town and I do not have coverage?

A: The customer will not be penalised for not having coverage. The customer will be allowed to terminate the contract.

Q: Can I transfer my contract to another person?

A: We encourage you to rather cancel your existing account and have the other person sign up with a separate contract. A direct transferral will be more onerous as there are certain legal requirements that we need to adhere to.

Q: Does it matter where I use the device on my premises?

A: The NeoConnect device can be used anywhere within your area code, provided that there is coverage when moving around with the device

Q: How do I get the service?

A: Before you sign up for our service we need to check that there is coverage in your area . If successful, we will take you through an application process, which also includes a credit history check. For us to process the application, we require your street address, personal, employment and payment details. If the application has been successful, the order will be processed and delivery to your preferred address will be arranged. Upon delivery of the device, our courier service agent requires that you sign documentation and provide the following documents: o Certified copy of your ID o Proof of physical residence o 3 month bank statements on the bank's letterhead with customer's name or latest payslip

Q: Is the device insured?

A: As soon as the device is delivered to you, it becomes your responsibility to insure the device against any damage, loss and/or theft.

Q: What will customers notice about Neotel's products & services?

A: Neotel will introduce innovative products and services into South Africa, based on the learning from various international markets. Neotel's services will be better suited to each customer segment, and will be customised to their stated and latent needs. The application of leading-edge, next-generation technology to meet the requirements of a customer will allow Neotel to offer greater flexibility and faster response times for its customers.

Q: What will happen if I want to relocate nationally e.g. from Johannesburg to Cape Town?

A: The first thing we need to do is check the region and area that you are moving to. This is to assess whether we have coverage or not. If you do have coverage, then we can assist you in changing your service to a different area, however your directory number will change to match the regions directory numbers.

Q: When will services be available in my area?

A: Our consumer services are currently being launched in Gauteng , Durban and Cape Town. We will be adding more areas to the service over the coming months. Eventually, our network will expand to reach more than 80% of the country's population.

Q: Where can I use the NeoConnect service?

A: When you are buying a NeoConnect service, you will provide us an address where you intend to use the service. However, since NeoConnect is a fixed-wireless service, you are not constrained to using the service only at that address, but can use the service anywhere in that city,"(i.e same area code) within Neotel's coverage area. Neotel's coverage is currently limited to a wide range of suburbs in Johannesburg, Pretoria, Durban and Cape Town, but we are expanding our coverage continuously, and you can click here to check coverage or call us on 0800 333 636 to get updates on coverage areas.

Q: Which operating system does Neotel support?

A: · Windows 2000 · Windows XP · Vista • Mac drivers for select Neotel services

Q: Will I be able to keep my existing Telkom number when I switch to your service?

A: Geographic Number Portability (GNP) regulations have already been introduced by ICASA, and fixed-line operators (notably Neotel and Telkom) are required to ensure that their networks have the capability to provide number portability for block numbers. Discussions are currently underway and Neotel will update consumers as soon as the porting service is available.

Q: Will I need to renew my contract at the end of the 24 months?

A: The service will automatically renew for successive periods of one (1) year on the expiry of the initial contract. If the customer would like to terminate the service, a written notice is required as per the terms and conditions.

Q: Will my unused bundle carry over to the next month?

A: Bundles are renewed on a monthly basis and unused amounts are not carried over to the following month.

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