FAQ
Most frequent questions and answers
MTN’s Fixed LTE service is designed to be used at your home or office.
Remember, the SIM card will be locked to the location you provided during sign-up and as a result, your Fixed LTE services will ONLY work at this location.
All of our MTN LTE packages are location locked and can only be used at the supplied address This means that the service is not portable. The address you used at sign up is what MTN will lock the service to.
How will I know that my SIM is locked vs an internet issue?
The quickest way to find out is if you have moved the router from the listed address to another, used the SIM in a router that is not approved or switched routers. If any of the above has happened, the light will remain RED.
How do I resolve this and how long will it take?
It can take up to 24 hours to unlock your service.
You can request service to be unlocked by contacting our support team.
This request will be sent to MTN with the confirmed address the service is being used at, and you shouldbe back online within 24 hours.
Once unlocked successfully, you will receive the relevant communication advising it’s completion.
What if I need to move or lock the service by mistake again?
House move: Only two house moves(moving homes)within a 12 month period are permitted by MTN.
Location lock:
An unlock option will be granted only for the first two locks on the service.
The third time, in both cases, the SIM will be decommissioned and a new order will need to be placed. This re-order will be subject to standard processing and delivery times.
Can I use my LTE SIM card with my Phone?
No. The SIM has been locked and therefore can only be used on LTE specific routers.
Can I use my FIXED MTN LTE anywhere?
No. Your SIM is locked to the sign-up address. If the router is moved, a soft-lock will be applied which can take up to 24 hours to unlock. You will get a maximum of 2 unlocks and on the 3rd a new SIM needs to be requested and delivered
Is LTE a Good Option for Gaming?
Yes, provided you receive a good result from a ping test, you should enjoy a seamless gaming experience.
Are there really no contracts on Webafrica Fixed LTE?
Yes.
All of our data packages are month-to-month, so if you choose to cancel, you need only give us one calendar month’s notice.
Webafrica is the only ISP currently* offering Telkom LTE packages without a contract.
*At the time of publishing.
Should you cancel your service (or fall into a suspended state) you will need to return your premium, wireless router, or you may choose to purchase it.
What do I do if my speeds are slow?
Firstly, test the router in different places within your home, if that doesn’t work, plug an ethernet cable (provided) into the LTE router and into your laptop or computer. Run a speed test. If your speeds remain consistently below 10 Mbps, you may require an external antenna outside your home to boost the signal (additional R1750). See our full article on how to improve your LTE speeds.
What is the speed difference between 3G and FIXED LTE?
LTE is up to 10 times faster than 3G with speeds commonly between 20 – 50 Mbps.
How many Fixed LTE Services can I order?
A maximum of three is allowed per customer.
What speeds can I experience on Fixed LTE?
After rigorous testing we’ve seen speeds of between 4 – 50Mbps, depending on various factors (proximity to the tower, where the router is placed in the home, interference from Mother Nature etc). In general, our customers get around 20Mbps.
Can I use this Fixed LTE service anywhere?
Going on holiday to Plett? Pack it up and take it with you. Fixed LTE works anywhere within the underlying infrastructure provider’s coverage area (remember our coverage maps expand weekly, so check back at any time to see if your next destination is covered).
That said, our Fixed LTE is designed to be a fixed home-based product and it can take up to 24 hours to connect to the new tower if you do move it.
Do I need to RICA my SIM card?
Yes, you need to provide Webafrica with an electronic copy of your ID and proof of address that is less than three months old. Once you have ordered, you will automatically be prompted by email to RICA, the documents can then be uploaded in your Customer Zone. Your customer zone details will be emailed to you as soon as you have placed your order.
You will also be required to have a copy of your ID and proof of residence available when your SIM is delivered, and you must sign for it in person.
When using our MTN service you have the option to buy one of our TP-Link routers or alternatively use your own. If you select a qualifying package which includes a free-to-use router, you will receive one of our Huawei routers.
Our routers are selected from only MTN-approved ones so no need to wonder if yours will be correct. If you are using your own, however, you will have to use one from the below list to ensure your new SIM card will work:
HUAWEI
- HUAWEI B2368,
- HUAWEI B2368-22
- HUAWEI B2368-57
- HUAWEI B2368-66
- HUAWEI B525S-23A
- HUAWEI B525S-65A
- HUAWEI B525S-95A
- HUAWEI B612-233
- HUAWEI B612-533
- HUAWEI B612S-25D
- HUAWEI B612S-51D
- HUAWEI B612S-52D
- HUAWEI B618S-22D
- HUAWEI B618S-65D
- HUAWEI B618S-66D
ZTE
- ZTE MF286A
- ZTE MF286C
- ZTE MF286D
- ZTE MF286R
ZyXEL
- ZYXEL LTE7460
TP-LINK
- TP-LINK MR600
Before we can process ANY LTE order, you must RICA.
This is because FIXED LTE is a mobile internet connection and SA legislation dictates that all mobile connectivity accounts must be RICA certified for the applicant (that’s you!).
As soon as you order your Fixed LTE, you must upload your RICA documents.
If you don’t successfully RICA within 7 days your LTE order will be cancelled.
You can do this in your customer zone. The details for your customer zone will be emailed to you as soon as you sign up successfully.
HOW TO RICA:
- You can take a photo of your documents with your phone and upload the photo in your customer zone.
- The proof of address has to reflect the exact address you have put down as your home address – please make sure these match or your RICA application will be rejected (as per SA legislation).
- You can select a different delivery address for your order if you need to.
- You must have a paper copy of your proof of address and your ID to give to the courier when your LTE is delivered (before it can be released to you).
- This can be a clear photocopy.
