FREQUENTLY ASKED QUESTIONS

General

RICA is the “Regulation of Interception of Communications and Provision of Communication-Related Information Act”. Under this law all current and new cellphone users in South Africa must register their SIM cards.

This means that we need the following information and documentation when you register your SIM card:

  • Cellphone number
  • The SIM card to be registered
  • Full names and surname
  • Proof of identity: Green bar-coded ID document OR Temporary ID certificate OR Passport.
  • Your home address on a document such as a bank statement, municipal bill, cellphone or retail account (not older than 3 months), existing lease, rental or credit agreement, insurance policy, current TV or motor vehicle license document that includes your name and residential address OR if you live in an informal settlement you can provide a letter and/or affidavit from a school, church or retail store where you receive your post (this letter must be on an official letterhead or have the stamp of the school, church or retail store).

Browse our online store and complete the checkout process. You can make easy payments by using the Payfast payment options that include instant EFT, debit and credit card. Alternatively you can select to pay via debit order, just download and complete the debit order mandate. Upload the completed mandate and complete the process. Alternatively you can complete checkout without uploading and email it to support@3gi.co.za.

After you have completed your checkout process, please email your ID, proof of address, salary slip and 3 months’ bank statement to complete your application.

Telkom Fixed LTE

Yes, all out Telkom Fixed LTE Capped Data packages include Anytime data plus a FREE Night Surfer Data allocation.

Between 3 to 5 business days (stock dependant)

Sure, if you sign up for any Telkom Fixed LTE SIM only package.

The SIM can be used on most Fixed LTE devices.

Your SIM card should be active within 30 minutes after delivery. In extreme cases it can take up to 48 hours, but this is highly unlikely.

Should you have trouble connecting after 30 minutes, please reboot your device and try to connect again. Please contact our support team if you do not have a connection after 48 hours.

In-bundle Anytime data will roll over for up to 60 days within a Calendar Month. Unused Night Surfer data and Bonus Data does not roll over.

Yes, should you cancel your Fixed LTE package(with Free Router) in less than 6 months from signup date, or your account falls into arrears, you will automatically be charged a cancellation fee of R999.

Should you decide to cancel your SIM Only package, a calendar months’ notice is required.

You can use the LTE service anywhere provided you are within the relevant provider’s Telkom coverage area. That said, 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.

Yes. You will need to have your original barcoded Identity Document, as well as a valid proof of residence.

You will also be required to have a copy of your ID and proof of residence available when your SIM is delivered, and you (the account holder) must sign for it in person.

Yes. All Fixed LTE packages can be upgraded or downgraded by simply contacting support.

Note that package changes will only be effective on the 1st of the following month, regardless of when in the month the request is made or whether it is an upgrade or downgrade. This is a restriction from our provider.

We will preconfigure the LTE device that is shipped with your Telkom LTE SIM card – so you do not need to change any APN settings.

All Fixed LTE packages are charged pro-rata. So, if you sign up halfway through the month you will pay half the monthly fee and receive half the data for the rest of the month.

Yes, top-ups are available by contacting support.

 

MTN Fixed LTE

Yes, all out MTN Fixed LTE Capped Data packages include Anytime data plus a FREE Night Time Data allocation.

Within 7 business days, provided payment has cleared (stock dependant)

 

MTN can only allow devices which have been network approved by MTN. This range of devices includes: Huawei B525, Huawei B612, Huawei B618, ZTE MF286

The MTN Fixed LTE service is designed to be used at your home or office, and MTN will lock the service to the address for where you place an order to use the service.

Our MTN Fixed LTE services can only be used in areas with coverage. If you’re moving to an area without coverage, our cancellations process is quite simple and easy.

We don’t like contracts. Which is why our MTN Fixed LTE services are offered on a month-to-month basis.

 

If you order the LTE Router and SIM, we will preconfigure the LTE device that is shipped with your MTN Fixed LTE SIM – so you will not need to change any APN settings. If you order the SIM only, then you’ll need to change your APN settings using the details included in your welcome email.​​

All Fixed LTE packages are charged pro-rata. So, if you sign up halfway through the month you will pay half the monthly fee and receive half the data for the rest of the month.

 

Yes, should you cancel your Fixed LTE package(with Free Router) in less than 6 months from signup date, or your account falls into arrears, you will automatically be charged a cancellation fee of R999.

Should you decide to cancel your SIM Only package, a calendar months’ notice is required.

LTE is a wireless technology influenced by many factors and can therefore not guarantee a consistent speed. The device used plays an important role in us giving you a great speed experience, which is why we recommend buying your router from us, where we can be pretty sure of a minimum of 10Mbps and maximum speeds of up to 150Mbps. Also, because of the nature of the wireless network, we cannot offer any SLA’s on the service.

 

Yes. You will need to have your original barcoded Identity Document, as well as a valid proof of residence and 3 months bank statements.

You will also be required to have a copy of your ID and proof of residence available when your SIM is delivered, and you (the account holder) must sign for it in person.

The MTN Fixed LTE coverage map is generated specifically based on capacity and network availability, so although you’ll be sharing the network with mobile LTE subscribers within the Fixed LTE coverage area, you won’t be impacted by congestion issues. If you get your router from 3Gi, we can ensure that it has the correct firmware configuration to allow MTN to make the most efficient use of spectrum which does not get allocated to mobile LTE subscribers.

 

Yes, as long as they’re used at the addresses where the application for each is placed.

Call us and we’ll get you connected on one of our fibre services in no time!

 

MTN Fixed LTE will only provide a public dynamic IP address for their Fixed LTE service.

 

In-bundle Anytime data will roll over for up to 60 days within a Calendar Month. Unused Night Time data and Bonus Data does not roll over.

 

The Night Time Data period is between 12:00AM and 05:59AM every day of the year.

 

Your SIM card should be active within 30 minutes after delivery. In extreme cases it can take up to 72 hours, but this is highly unlikely. Should you have trouble connecting after 30 minutes, please reboot your device and try to connect again.

 

You can connect up to 64 wireless devices on the routers supplied by 3Gi.

 

You can request to have your Fixed LTE service moved to another location once a year.

 

It is always preferred that you use a router from us to ensure it has the correct firmware configuration for our network, but we won’t stop you from taking a SIM-only package from us and using a router which we have approved for use on our network.

Yes. All Fixed LTE packages can be upgraded or downgraded by simply contacting Support.

Note that package changes will only be effective on the 1st of the following month, regardless of when in the month the request is made or whether it is an upgrade or downgrade. This is a restriction from our provider.

 

Yes, top-ups are available by contacting support.

 
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