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Quick answers to your questions

Frequently Asked Questions

Are you pressed for time and have some questions about our service offering? Simply click on the sections below to find the answers. If you do not find the answer you are looking for then please get in touch with us:

+27 (0) 11 585 0000

What are the NeoMail migrate instructions

NeoMail Migration Setup Instructions

Select your required instructions:

POP Mail Instructions (recommended setup type)
IMAP Instructions
Change Password Instructions

POP Mail Secure Setup Instructions 

Jump to your device operating system for setup instructions:

Android Devices Apple Devices Windows Phone

Android Devices 

From the Applications menu, select E-mail *This application may be named Mail on some versions of Android

1. Select Add account

2. Enter your e-mail address and password

3. Select Manual Setup

4. Select POP3 Account

5. Enter your e-mail address in the 1st field

6. Use your e-mail address as the User name for both the POP3 and SMTP server details and the below information

Type of server Server name Port Encryption method
POP3 (incoming server) 995 SSL
SMTP (outgoing server) 587 TLS

9. Click Next

10. Select your Sync schedule and give the account a friendly name

11. Click Done

Apple Devices 

1. From the Home screen, select Settings > Mail, Contacts, Calendars > Add Account

2. Choose Other > Add Mail Account

3. Complete the user specific details on screen

4. Select POP account type and use the below information

Type of server Host name User Name
Incoming server) e-mail address
Outgoing server) e-mail address

5. Select Save

6. From the Home screen, select Settings > Mail, Contacts, Calendars > Add Account > Advanced

7. Choose Use SSL if you have chosen the secure settings. Enter 993 as the Server Port for the Incoming Mail Server

8. Select Save

9. From the SMTP menu, tap the primary outgoing server for the account. This will be the server name assigned to your domain. 

10. Choose ON for Use SSL and enter 587 for the Server Port

11. Complete setup by selecting Save

Windows Phone 

1. In the App’s list, select Settings > email+account > add an account > other account

2. Select Advanced > Internet email

3. Under Account type, select POP and enter your incoming and outgoing server names. Type in the full name of the server for your e-mail provider.

Type of server Server name Port Encryption method
POP3 (incoming server) 995 SSL
SMTP (outgoing server) 587 TLS


4. Select Advanced and select the boxes Require SSL for incoming mail and Require SSL for outgoing mail, then select Sign in.

IMAP Mail Setup Instructions 

1. The instructions for setting up an IMAP mail protocol are:

2. On Outlook, select File > Add Account

3. Select POP or IMAP and click Next

4. Complete the fields making sure to use the registered user’s name, e-mail address and password.

5. Click Next

6. The Internet E-mail Settings dialog box will appear, ensure the following

An appropriate name for the account under the General tab

On the Outgoing Server tab select Use same settings as my incoming mail server

On the Advanced tab, select and complete the fields exactly as 

Incoming server (POP3): 995 Use Defaults

Check This server requires an encrypted connection (SSL)

Outgoing server (SMTP): 587

Use the following type of encrypted connections: Auto

Click OK

7. The confirmation screen shows that all tests have completed successfully.

8. Click Close.

Changing your password for the first use 

Instructions on how to change your default password to a secure unique password.

1. Go to

2. The following CloudPortal Service Manager Log on screen will appear

3. Enter the supplied username and password

4. The Change your password screen will appear, please select a unique and secure password

5. Uncheck Login After Changing Password box

6. Important: Change the password on your mobile devices and your web access to match your new password

What happens when I have a change in service during the month?

You are billed from the day your service is activated, if your service is installed in the middle of the month you will be billed as follows:

  • A pro rata amount from the date of activation, until the end of the 1st month of the new service.
  • A reversal pro rata amount for the discontinued or old service (If it’s a replacement service)
  • You will also be billed the Monthly Recurring Charge (MRC) or subscription fee for the upcoming month for the new service or product.
  • A reversal of the advance charges for the discontinued or old service, if applicable
  • The Non-Recurring Charge (NRC) if specified on your COF
  • Invoices have a 30 day payment period, so charges raised in November in advance for December will be payable in the first week of December.

Where can I find the Neotel banking details?

Our banking details are listed on the invoice in the bottom left hand corner. Please use your customer account number as reference on your EFT or bank deposit

I have multiple services or branches, how will this be invoiced?

By default all information is included on a single account and single invoice, if you require your service to be split by service or branch please communicate this to your Key Account Manager or Service Manager

What information should I check on my invoice?
  • Confirm your VAT number has been correctly captured
  • If you need a Purchase Order number, please provide this to before the 25th of the month.

Am I only billed in the beginning of the month?

You are billed from the day your service is activated, if your service is installed in the middle of the month your invoice will include the following:

  • A pro rata amount from the date of activation, until the end of the 1st month.
  • You will also be billed the Monthly Recurring Charge (MRC) or subscription fee for the upcoming month.
  • The Non-Recurring Charge (NRC) if any, as specified on your COF
  • Invoices have a 30 day payment period, so charges raised in November in advance for December will be payable in the first week of December.

I paid using a public beneficiary, why have you not received my payment?

The public beneficiary created by the major banks is not the correct bank account. When paying by EFT please create your own beneficiary for Neotel using the details on the invoice to ensure that your payment is made into the correct account.

What are the billing terms on my account?

Neotel provides 30 days payment period on our invoices

How will I receive my monthly invoices?

Monthly invoices are emailed to the business email address specified

If you require a hardcopy of your monthly statement, please request this from your Account Manager, Service Manager or the Neotel Contact Centre

When will I receive my monthly invoices?

Your invoice is prepared between the 2nd and 3rd of each month and delivered to you 2 to 3 days later

What type of charges will I see on my invoice?

Subscriptions fees or the Monthly Recurring Charge (MRC) are invoiced in advance, i.e. you pay for the service in the month you will receive it.

Usage is invoiced in arrears i.e. you pay for the consumption of the past month

When does the next learnership start?

Check back in with us on a regular basis to receive the latest updates.

+27 (0) 11 585 0000

How do I get service?

We will check if your area is covered before starting the application process. The application process includes a credit history check. We will also require the following from all our customers:

  • Street address
  • Personal details
  • Employment details
  • Payment details

Once your service has been set up, final documentation will be checked.

  • Certified copy of your ID
  • Proof of residence
  • 3 Months bank statements on the bank’s letterhead with your name
  • Latest payslip

Check your coverage   Find a solution

What technology will Neotel use to provide last-mile access?

Our innovative network allows for ultimate flexibility that suits your needs. Our last-mile technology portfolio includes optic fibre wireline as well as wireless access.

  • Microwave for large businesses
  • Point to multi-point technologies such as WiMAX
  • Local-loop unbundling for customers who prefer to use their existing connections

How can I become a reseller / distributor of Neotel services?

Please email us on Kindly prepare a detailed profile, including the current products and/or services you deal in and the geographical areas you would like to deal in.

Who is on the Board of Directors?

Neotel is an independent company that is professionally managed by our experienced board.

Meet our Team of Directors

Who is Neotel?

We are South Africa’s first converged communications network operator. Our independent national service offering includes Voice, Data and Internet. The services are delivered via optical fibre or wireless access.

Get to know us

When will services be available in my area?

Our consumer services are currently being launched in selected suburbs of Cape Town, Durban, Ekurhuleni, Johannesburg and Pretoria. We will be adding more areas all the time and now all 40 main cities and towns in South Africa are connected.

What makes the Neotel service offering unique?

Thanks to our vast international experience, we are able to provide our customers with the most innovative and best suited service offering. Our Next Generation technology ensures that South African consumers enjoy greater flexibility and faster response times. Our competitive pricing is highly cost-effective.

How will you benefit from Neotel’s wholesale services?

Businesses large and small as well as home consumers will reap the benefits of Neotel’s excellent voice services.

  • High quality international calls
  • ID Caller from over 35 countries
  • No echo or latency
  • Fewer dropped calls
Wholesale Services

Are mobile operators suitable Neotel customers?

We provide international voice services to South African mobile operators. NeoLink and NeoLink Global are the perfect match for their local, national and international connectivity needs.

NeoLink Global

Are mobile companies considered to be Neotel competitors?

In order to best meet our customers’ needs we adopted a partnership approach. We aim to introduce truly converged mobile- and fixed services as well as data and voice solutions. As a result we hope to benefit from rather than be limited by, the convergence of telecommunications services.

Will my unused bundle carry over to the next month?

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

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

The service will continuously renew itself automatically for a period of one (1) year once the initial expiry date has been reached. If the customer wishes to terminate the service, a written notice is required.

Where can I use the NeoConnect service?

Simply provide us with the address where the service will be used when you buy NeoConnect. This fixed-wireless service can be utilised anywhere in that city, (i.e. same area code) within our coverage area. We are continuously expanding our coverage. Forty main cities and towns across South Africa are now connected.

Check your coverage

What happens if I move nationally e.g. from Johannesburg to Cape Town?

We will assess if the area you are moving to has Neotel coverage. Once we have assessed this, we will assist you with changing service areas. Your directory number will change to match the region’s specific directory number.

Is my Neotel device insured?

Once customers take delivery of their device, they must personally ensure that their device is insured against any damage, loss and/or theft.

How does Neotel differentiate its service?

Our key differentiators are our use of Next Generation technology and the flexibility of our truly converged voice and high-speed data services. Our last mile initiatives also ensure that we provide consumers with access wherever they are and whenever they need it. Our product and service offerings are in line with international best practices for telecommunications and incorporate truly leading edge technologies.

Is the Neotel network built purely along the power lines of Eskom?

Our long distance network leverages the capabilities of both Transnet and Eskom. This means that our network is carried along the routes of power lines and railway lines across the country. We are also in the process of augmenting this network in the various metros.

Neotel's Next Generation Network

Does Neotel purchase its new equipment abroad or locally?

We are committed to complying with the recommendations of the King II report and the PFMA guidelines. The procurement policy itself is based on Good Corporate Governance Principles and is built around a hybrid process of open tendering (transactional/bid) and strategic technology partners (relationship/negotiated).

Does Neotel rely on leasing facilities from Telkom?

Our network backbone is entirely independent. The facilities leasing relationship takes place in accordance with the Facilities Leasing Guidelines as outlined by ICASA.

Is Neotel’s wireless equipment maintained from a RF safety and health point of view?

We maintain our wireless network in a way that best serves the interest of the public. Any reports of abnormalities or radiation concerns will be addressed immediately.

Which wireless technology frequency range is used by Neotel?

The frequency range is between 800 MHz and 2500 MHz. Our radio equipment complies with the various predefined technical specifications and limits. This ensures that there is no risk of RF exposure exceeding the basic restrictions. Although no specific precautions are required while our radio equipment is being set-up in your vicinity, it would be advisable to keep a distance of around 2 feet (60 cm) from the equipment.

When do learnerships start?

We introduce new learnerships every year which means that they do not have a fixed start date. Developing content and registering learnerships with SETA takes time and can be unpredictable.

What type of accreditation will I receive?

All learnerships are MICT SETA accredited.

What is the learnership structure?

Our learnerships are structured into two phases. Learners spend the first 3-6 months learning theory at a training provider. The second phase of 6-9 months is spent at Neotel for practical training. In the past the Academy has also provided additional training such as CCNA. Learners receive a small salary while participating in the learnership.

What are the qualifying criteria?

All learnerships have admission criteria. In general, the Academy learnerships target learners with prior ICT Tertiary studies such as S4/N6.

How many learners are accepted into the Academy every year?

20-30 learners per learnership are accepted every year. There is no guarantee of a job once the learnership is complete. Neotel has however placed most of its learners so far.

Do I need to take precautions if I use special medical equipment?

Maintaining 2 feet (60 cm) of distance from radio equipment is generally recommended as being a sufficient safeguard. Immunity of products such as cardiac pacemakers and hearing aids has increased immensely in recent years. No case of injury has been reported due to electromagnetic interference.

Can I keep my existing number when I switch to Neotel?

Geographic Number Portability (GNP) has been introduced by ICASA. This means that we are working on ensuring that you can transfer your existing number with ease.

Does Neotel coverage expand across all of South Africa?

Our network covers small towns and all major metropolitan cities. Our service offering will be available to 80% of the population over the next couple of years.

Check your coverage

How independent is the Neotel network?
You have a choice. Choosing us as your telco provider means you have access to over 9000 km of a Next Generation Network that is entirely independent.
Find out more about our world-class network

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