C-Fibre with black FREQUENTLY ASKED QUESTIONS

Transcription

1 C-Fibre with black FREQUENTLY ASKED QUESTIONS 1. What is C-Fibre with black? C-Fibre with black is a cnverged tariff plan ffering uncapped fibre and BINGE Premium entertainment package n black with access t ver 60 TV channels, lcal and internatinal mvies, series, music, sprt, live TV, kid s shws, dcumentaries and much mre. 2. Where can I sign up fr C-Fibre with black? C-Fibre with black is available thrugh the fllwing channels: Cell C Fibre Field sales team which yu can at myfibre@cellc.c.za; Cell C Fibre Telesales team which yu can cntact n r at Fibredirect@cellc.c.za; Thrugh ur nline channel, namely C-Fibre nline sales channel, which can be accessed at Cell C Business Sales Channel which yu can cntact n r BusinessSales@cellc.c.za; Thrugh select Cell C wned and franchise stres which can be viewed at 3. What are the benefits f the new C-Fibre with black plans? C-Fibre with black tariff plans prvide subscribers with the fllwing inclusive benefits; Unlimited, unrestricted and unshaped fibre; The BINGE Premium entertainment package n black; which includes access t ver 60 TV channels, lcal and internatinal mvies, series, music, sprt, live TV, kid s shws, dcumentaries and much mre; A free black Smartbx valued at R 1, 499 inclusive f VAT, subsidised by Cell C, subject t a pr-rated claw back*; A free Wi-Fi Ruter valued at R 1,699 inclusive f VAT, subsidised by Cell C, subject t a pr-rated claw back*; Free installatin starting frm R 1, 710 inclusive f VAT. Please nte that this value will vary depending n the fibre netwrk prvider and will be subsidised by Cell C, subject t a pr-rated claw back*. (Free installatin is limited t the standard Installatin prvided by the fibre netwrk peratr. Any additinal installatin requirements utside the standard Installatin will be fr the custmer s accunt); Free cnnectin starting frm R 570 inclusive f VAT. Please nte that this value will vary depending n the fibre netwrk peratr and will be subsidised by Cell C, subject t a pr-rated claw back*; FREE persnalised device set-up.

2 *A 24 mnth pr-rated clawback in the event f an early cancellatin f the cntract, i.e. the custmer will be liable fr the utstanding pr-rata amunt f the installatin, cnnectin, Wi-Fi ruter r black Smartbx (as applicable) shuld they cancel the cntract within the first 24 mnth perid frm the service activatin date. 4. What is the cntract duratin n C-Fibre with black? Ntwithstanding the date f the fibre installatin, the use f the C-Fibre with black tariff plans will be n a mnth t mnth basis, until such time as C-Fibre with black is cancelled. 5. What is black? black is a rich-media entertainment platfrm, bringing yu interactive, flexible and affrdable nline packages. Over 1000 hurs f mvies, series, music, kids shws, sprts, gaming and mre. All this available n yur smartphne, tablet, laptp r TV. black is the future f entertainment, NOW. 6. Which black service d I have access t n C-Fibre with black? C-Fibre with black ffers access t BINGE Premium entertainment package n black nly. Shuld the custmer wish t access ther black services that include FOX channel, Rentblack, BTV, Buyblack, Kidsblack, Audiblack, Sprtsblack, Playblack, Betblack r Ticketblack, they may d s directly via yur TV using the black SmartBx r n the black website at r #GETblack Andrid r ios app fr additinal devices; hwever these services will cme at an additinal subscriptin cst. 7. Is a black Smartbx included n C-Fibre with black tariff plan? Yes, custmers will receive a black Smartbx as part f the C-Fibre with black tariff plan. In additin custmers can als dwnlad and/r stream BINGE Premium entertainment package n black frm the #GETblack Andrid and ios apps fr additinal devices, as well as stream frm any cmpatible smartphne, PC and/r tablet. 8. Hw d I activate my BINGE Premium entertainment package n black? All new custmers that are activated n C-Fibre service will als be activated n the BINGE Premium entertainment package n black. T access BINGE n black, the fllwing steps prcess will apply; GETTING STARTED 8.1 Setting up the black Smartbx Fllw the step-by-step, easy-t-fllw guide prvided t help yu cnnect yur black SmartBx. It s quite simple, unpack the bx, cnnect the pwer cable and the HDMI cable t the bx and yur TV. All yu nw need is yur C-Fibre internet cnnectin and yu are

3 nw ready t cnvert yur TV int a smart entertainment experience and access a wrld f cntent fr the whle family. 8.2 Dwnlad ur app fr additinal devices Dwnlading ur app fr additinal devices is easy. All yu need is any andrid r ios smartphne r tablet. G t the ggle play stre r the app stre. Search fr #GETblack and dwnlad ur app #GETblack OR visit t jin ur new entertainment platfrm! 8.3 Register yur black accunt by fllwing ur quick and easy sign up prcess. When cmpleting the registratin prcess, yu will be required t prvide the belw infrmatin; address yur address will be used as yur username; Mbile Number; and Create a passwrd and verify that passwrd and accept these Terms and Cnditins, as well as the Cell C Website and Online Services terms and cnditins. When cmpleting yur first transactin, yu will be required t prvide the belw infrmatin nce ff: Name; Surname; and Residential address. Click n LOGIN nce dne with the SIGNUP prcess 9. Will I be able t start using the service as sn as I sign up fr it? N, t start using C-Fibre with black services, a custmer first needs t be activated n the fibre line. Shipping f the Wi-Fi ruter and black Smartbx will nly be initiated nce the fibre line is installed and activated and nt prir t this happening. Immediately yur fibre line is activated, the BINGE Premium entertainment package n black will thereafter be activated. 10. D the inclusive benefits rllver t the next mnth? N, there will be n accumulatin and rllver f the inclusive mnthly benefits n C-Fibre with black. The inclusive benefits will be allcated at the beginning f each mnth 11. What happens when I deplete my inclusive benefits? The fibre service ffers uncapped access t the internet fr the mnth.

4 12. Hw will billing wrk? If the Agreement starts later than the first day f any mnth then the first mnth s Subscriptin Fee and Inclusive Benefits will be pr-rated; thereafter the full mnth s subscriptin based n the package selected will be due mnthly. In return fr the prvisin f Services, yu are required t pay the mnthly Subscriptin Fee, which is billed t yu in advance. The Subscriptin Fee that yu pay at the end f a mnth is fr the next mnth s services. Cell C will deduct an equivalent f ne mnth s subscriptin fee (plus any ther applicable csts) immediately frm the custmer s credit card, as an upfrnt payment fr the C-Fibre Cnnectr service. In rder t d s, Cell C will require the custmer s credit card details, in rder t facilitate the upfrnt payment. In return fr the prvisin f Services, yu are required t pay the mnthly Subscriptin Fee, which is billed t yu in advance. The Subscriptin Fee that yu pay at the end f a mnth is fr the next mnth s services. 13. In which areas is C-Fibre available? Cell C has partnered up with varius fibre netwrk peratrs (FNO) in the market t bring C-Fibre t the tp metrs in Suth Africa. C-Fibre cverage can be accessed at Des the fibre service have a fair usage plicy r sft cap? N, C-Fibre ffers yu an unlimited, unshaped and unrestricted service, with n caps n usage r thrttled data speeds. 15. D I pay fr the fibre installatin and cnnectin fee when signing up with Cell C fr C-Fibre with black? Each Fibre Netwrk Operatr charges an applicable nce-ff installatin and/r cnnectin fee which is payable after the fibre line has been installed t the hme. (Installatin means the physical installatin f the fibre line and CPE t yur premises, and includes all physical wrk and materials required). The gd news is that custmers that sign up fr C-Fibre enjy the benefit f having these csts subsidised 100% fr them by Cell C, meaning that a custmer will never g ut f pcket trying t settle the csts directly t get a fibre line installed. The fllwing free inclusive value added services will apply t C-Fibre when custmers sign up fr C-Fibre with black: A free Wi-Fi Ruter valued at R 1,699 inclusive f VAT, subsidised by Cell C, subject t a pr-rated claw back*;

5 Free installatin starting frm R 1, 710 inclusive f VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C, subject t a pr-rated claw back*; (Free installatin is limited t the standard Installatin prvided by the fibre netwrk peratr. Any additinal installatin requirements utside f the standard Installatin will be fr the custmer s accunt); Free cnnectin starting frm R 570 inclusive f VAT. Please nte that this value will vary depending n the fibre netwrk peratr and will be subsidised by Cell C, subject t a prrated claw back*; FREE persnalised device set-up; *A 24 mnth pr-rated clawback in the event f an early cancellatin f the cntract, i.e. the custmer will be liable fr the utstanding pr-rata amunt f the installatin, cnnectin r Wi-Fi ruter (as applicable) shuld they cancel the cntract within the first 24 mnth perid frm the service activatin date. Please nte that payment f yur installatin fee will be at a flat rate and Cell C will nly make prvisin fr payment at the stipulated flat rate fr the installatin f yur fibre line. Certain FNO s may charge mre than this flat rate, and yu will be advised f this upn applicatin fr C-Fibre. Custmers will be respnsible fr any amunt ver and abve the flat rate charged n the installatin f the fibre line which is limited t a specific linear metre as utlined belw: Installatins n the Vumatel and Vumatel Aerial netwrk are limited t 4 hurs labur, CPE device, 150metres n the cabling, 7metres n the trenching length 200mm clearance 50mm width and 2 metres n lifting the paving length 200mm clearance 50mm width. Installatins n the Openserve netwrk are limited t 8 metres; the custmer will be liable fr any installatin ver 8 metres at a rate f R 160 (Excl. VAT) per linear metre. Installatins n Sizwe Cnnect netwrk are limited t 100 metres; the custmer will be liable fr any installatin ver 30 metres at a rate f R 150 (Excl. VAT) per linear metre. Installatins n FrgFt netwrk are limited t 30 metres; the custmer will be liable fr any installatin ver 30 metres at a rate f R 50 (Excl. VAT) per linear metre. Installatins n Metrfibre netwrk are limited t 15 metres; the custmer will be liable fr any installatin ver 15 metres at a rate f R 160 (Excl. VAT) per linear metre.

6 Octtel fibre installatins t the hme are nt limited t a specific metreage; therefre custmers taking up a C-Fibre service n these netwrks will nt incur additinal charges n installatin. Custmers n the Purple Frest, Waterfall Access Netwrk, FibreSuburbs Netwrk and Edge Telecms, will be liable fr the installatin fee directly with the Fibre Netwrk Operatr. 16. Hw lng des it take t have my fibre line installed and cnnected after placing my rder with Cell C? The turnarund times are dependent n the fibre netwrk peratr servicing yur area. Time t install and get cnnected will vary between 7 wrking days and up-t 6 weeks fr areas that are active r fibre rllut is in prgress. 17. Hw d I fllw-up n the fibre line installatin prgress? Yu can call r cfibresupprt@cellc.c.za. 18. Wh wns the ONT (ptical netwrk terminal) r CPE (custmer premise equipment) bx that sits in my hme? The Fibre Netwrk Operatr (FNO) wns it. 19. Hw d I cnnect t the internet? Yu can call r cfibresupprt@cellc.c.za t get cnnected t the internet as sn as the FNO installs the CPE in yur hme. The CPE nly cnnects the custmer t the fibre peratr s fibre netwrk. Yu will have received a Wi-Fi Ruter which yu will need t cnnect t the FNO CPE via the Ethernet prt and Cell C will get yu cnnected t the internet. 20. Can I use my wn Wi-Fi Ruter? Yes, if yu already have an existing Wi-Fi Ruter this can be used instead if preferred. Hwever it is recmmended that yu re Wi-Fi Ruter supprts the fllwing features t get the ptimal perfrmance n fibre: Supprt fr Wi-Fi ( b/g/n and ac) Minimum Wi-Fi AC speed supprt f up t 1200Mbps Dual band supprt n 2.4GHz and 5GHz Wi-Fi bands Gigabit Ethernet WAN Prt Gigabit Ethernet LAN Prts

7 VLAN cnfiguratin Supprts TR 069 Supprts aut cnfiguratin Supprts bth MAC and PPPOE authenticatin 21. Des the Wi-Fi Ruter have a warranty? Yes, the Wi-Fi Ruter carries a 1 year warranty. 22. What happens if the Wi-Fi Ruter is faulty r is an OBF (ut f bx failure)? The custmer is required t cntact Cell C dedicated fibre supprt call centre n: cfibresupprt@cellc.c.za Tel: Mn-Fri: 07:00-20:00 Sat: 08:00-13:00 An ut f bx failure (OBF) shuld be returned within 7 days after purchase t be eligible fr a swp ut. 23. The Wi-Fi speed perfrmance f my ruter des nt match my current line speeds, what culd be the prblem? Speed tests cnducted ver a Wi-Fi cnnectin is nt recmmended due t the fact that Wi-Fi technlgy perates n an pen frequency band and is prne t a lt f envirnmental interference and nise, the number f devices cnnected simultaneusly causes the Wi-Fi speeds t deterirate and the Wi-Fi range r distance culd als hinder the speed perfrmance. Cell C C-Fibre with black subscribers are advised that speed tests fr C Fibre must be cnducted ver the wired fibre cnnectin i.e. Cmputer must be cnnected directly t the ruter via the Ethernet prt t determine the actual line speeds f the C Fibre service. In rder t run a speed test C-Fibre with black subscribers are advised t use select the Cell C server and run the test. 24. Wh can I cntact with regards t cancellatin, upgrade, dwngrade and supprt queries? C-Fibre Supprt Fr C-Fibre supprt, yu can cntact Cell C C-Fibre n; cfibresupprt@cellc.c.za

8 Tel: Mn-Fri: 07:00-20:00 Sat: 08:00-13:00 All Calls utside these hurs will be redirected t the Cell C Exclusive help desk fr assistance and escalated t the C-Fibre standby team. C-Fibre supprt will run a diagnsis test fr fibre related queries and reprt the issue t the Fibre Netwrk Operatr (FNO). BINGE Premium Supprt Shuld yu experience any difficulties with any aspect f the BINGE Premium entertainment package n black, yu can check ut the black FAQ sectin n the website Yu can als send an that includes yur name, number and device type t supprt@black.c.za.