spectranet

FAQs

• General

  What is Spectranet 4G wireless broadband service?

  Spectranet 4G is one of licensees awarded to launch Wireless Broadband Services across Nigeria. Currently Spectranet has launched services using WiMAX 16E technology. This is a 4G technology being delivered on the 2.3 GHz band bringing affordable and reliable broadband services into your homes and offices! WIMAX stands for Worldwide Interoperability for Microwave Access

  What is unique about SPECTRANET 4G compared to other WiFi services?

  WiMAX and WiFi are both wireless access technologies. However, both standards are aimed at different applications. While WIFI is used to communicate over short distances (50-100 metres) WiMAX can communicate over longer distances(1- 2KM). In fact WIFI complements WiMAX as the customer can access our Spectranet4G access through our in built WIFI feature on the Spectranet 4G Wimax CPE.

  Where can I get more information about SPECTRANET 4G?

  Information about SPECTRANET 4G is available in this website. Alternatively, please call Spectranet Customer Care on 07002345678 from 0800hours to 1900hours

  Where can I subscribe to SPECTRANET 4G services?

  You can sign-up for our services at our Spectranet Shops or Spectranet Authorised Resellers. Alternatively, you can also call on Spectranet Customer Care Line at 07002345678 or visit our website www.spectranet.com.ng and leave behind your contact information and our Executive would get in touch with you.

  Why should I subscribe to SPECTRANET 4G services?

  With SPECTRANET 4G, you will enjoy wireless and high speed Internet access without any messy cables and wires.

  With SPECTRANET 4G you can enjoy better and reliable broadband services, higher quality of service and with minimal interruptions. Your Internet experience will be seamless.

  Who is eligible to subscribe for SPECTRANET 4G services?

  To subscribe to SPECTRANET 4G services, you MUST be 18 years and above with a valid Identification Document, if you are a Nigerian national . If you are a foreigner, you will need to produce a valid passport and VISA.

  I am a foreigner. Am I still eligible to subscribe to SPECTRANET 4G services?

  Yes! You are eligible to subscribe to our SPECTRANET 4G services. You are required to submit a copy of your valid Passport & VISA with 2 color photographs.

  Can I have more than one SPECTRANET 4G account/subscription?

  Yes. You can have more than one SPECTRANET 4G account/subscription provided they are different service types.

  What is the data transfer speed and service uptime guaranteed by SPECTRANET 4G?

  Best Effort- the Spectranet broadband access services is provided on a shared basis among all users. The Internet user experience and average download speeds are dependent on a few external factors including, but not limited to, user location, distance from the communication towers, the number of concurrent users, user computer hardware and software, the source (e.g. visited websites) of traffic, and etc. Spectranet shall endeavor to provide the best possible services to all users. In addition, Spectranet is committed to the Fair Usage Policy to ensure all users receive the best performance.

  Can I have a device delivered to and installed at my office or home without having to come to SPECTRANET shop or office?

  Yes. Our Spectranet sales executives would visit your office/home, check if coverage is available at your location and would deliver the device subscribed for.

  What can happen if I buy a Spectranet Device and I do not have coverage back at my home or office?

  Spectranet fully understands this and for this very reason provides you a Three day Try N Buy scheme under which if the device is not working at your office or house you can return the device back to Spectranet in 3 working days and the amount paid for will be refunded for in full.* As per Try N Buy scheme details put on website.

• Technical Trouble Shooting on Devices

  My wireless signal in the CPE stopped working during use?

  Try the following:

  • Click WLAN switch (below external antenna adaptor)) behind your CPE to turn off WLAN light and wait for 10-15 seconds
  • Turn the switch ON again to see WLAN light is again ON,
  • Refresh wireless connection on your computer and then try to connect

  The indicator light is off, what do I do?

  Ensure the device is plugged into a power source and the power indicator on the CPE is ON. In the case of a USB ensure it’s inserted properly in to USB port.

  The signal is normal and the computer indicates that it connects to the Internet, but can’t surf the net. What do I do?

  Disconnect device then try to reconnect the device. If this does not work please call customer care helpline

  I was able to browse before but can’t browse again, what could be wrong?

  • Check signal coverage. To get optimal signal reception, place your SPECTRANET 4G Surf n Talk-CPE with the front facing the window or outdoors with minimal obstructions or on the highest floor of your house. If there are no windows in the room, simply place the Surf n Talk-CPE in front of a door.
  • Please check available balance and validity of current subscription. If there is balance available and validity has not expired please contact customer care for further assistance on the issue.

  Can’t Find WLAN network?

  Ensure CPE is turned on then search for your CPE’s name (SSID) in the list of wireless network connections on your WiFi enabled device.

  Does the device (CPE) come with an external antenna?

  The device does not come with an antenna, though it can be purchased separately. You may also check for branded external antenna stock with Spectranet 4G at 07002345678.

  Can I use my Eazee-USB on the go?

  It is a portable device not a mobile one. Your device can be used in a stationary position not on the move.

  Does the Surf n Talk-CPE have a battery, and How is it powered?

  Device does not have a battery; it has to be plugged into an external power source.

  Can an IP phone be connected to a Surf n Talk-CPE?

  VOIP services will be available shortly and announced on our website www.Spectranet.com.ng

  For more details on technical trouble shooting click here

• Tariff Related/Payment Related

  Plan Name	Time of the Day	QOS (Kbps/mbps)	Data VolumeCap  (GB)	Monthly Service Charges	Validity In Days	Validity Comments	Additional Features
  Download +	12AM to 6AM	Upto 512 Kbps	Unlimited	5000	30
  Home Plan	8PM to 7AM	Upto 512 Kbps	Unlimited	6000	30		Weekends and Public Holidays Time restriction is not applicable rest all conditions remain**
  Business Plan	7AM to 7PM	Upto 512 Kbps	8GB	6500	30	Valid for 30 days or till cap is utlised	Weekends and Public Holidays Time restriction is not applicable rest all conditions remain**
  allwayzz	24 Hours Access	Upto 512 Kbps	9GB	7000	30	Valid for 30 days or till cap is utlised
  Infinity 512 kbps	24 Hours Access	Upto 512 Kbps	Unlimited	8500	30		Static IP Provided
  Infinity 1 Mbps	24 Hours Access	upto 1 Mbps	Unlimited	15000	30		Static IP Provided
  Infinity 2 Mbps	24 Hours Access	Upto 2 Mbps	Unlimited	25000	30		Static IP Provided
  Infinity 3 Mbps	24 Hours Access	Upto 3 Mbps	Unlimited	35000	30		Static IP Provided
  Channel Partner Plan	24 Hr Access	Upto 512 Kbps	9GB	3500	30	For Dealers/partners who are associated with Spectranet 4G

  What kinds of devices are available for purchase?

  Following devices are available:

  • Surf and Talk (CPE - Customer Premises Equipment) and
  • Eazee (USB Device)
  • Eazee + High Gain USB Device
  • Spectranet Magic

  What are the costs of the devices

  • Surf and Talk @ N7990 and
  • Eazee @ N4990

  What are the documents required for subscribing to Spectranet 4G Wireless Access Services

  CAF	Individual selected on CAF	Company selected on CAF
  Colour Photograph	Two, Signed cross by Applicant	Two, Signed cross by Authorised Signatory
  Foreign Nationals	Copies of: Travel Passport Valid VISA or CERPAC	Not Applicable
  Proof Of Identity (POI)	Any ONE of following: Travel Passport Driving License (Permanent) National ID Card Voter ID Photo Credit Card Electronic Tax Clearance Certificate Student Identity C (Govt. Institutions/ Government aided institutions)	Any ONE of following: Memorandum & Articles of Association Sales/ Service/ Municipal Tax  Registration certificate/ return Any other Govt Registration certificate Income Tax Return Power of Attorney in the name of Authorised signatory Partnership Deed Proprietorship Deed
  Proof Of Address (POA)	Any ONE of following: Electricity / Water Bill Tenement / Lease Agreement Vehicle Registration Certificate Latest Telephone bill (Fixed Line)	Any ONE of following: Electricity / Water Bill Valid Lease agreement Latest Income/ Sales/ Service Tax return Latest Telephone bill (Fixed Line)
  Letter of Request	Not Applicable	Request on letterhead signed by Authorised Signatory containing: No of connections required and List of users Bill payment undertaking Details of person responsible for payment of bills
  Proof of Authorized Signatory	Not Applicable	Photo ID proof of Authorized Signatory
  	Not Applicable	Any ONE of following with name of Authorized Signatory appearing: Memorandum of Association Power of Attorney Board Resolution in case of Company Bank certificate Partnership Deed Proprietorship Certificate
  Stamp and Signature	Yes, Of Individual Customer	Yes, Company Stamp and Signature of Authorised Signatory
  Self Attested Documents	Yes, By the applicant	Yes, by the Authorised Signatory
  Undertaking of Service Package/Plan Subscription Charges	Yes	Yes or to be mentioned in the letter of request

  Are there any download limits attached to any of the packages?

  Yes. For the business plan 7am-7pm(8GB) and Alwayzz plan 24 hrs access( 9GB). All other plans and packages are governed as per FUP.

  How fast is the connection?

  SPECTRANET 4G has different packages to meet different needs. Please click here to find your preferred package and speed.

  Can I use SPECTRANET 4G services anywhere?

  Yes! SPECTRANET 4G services are portable and can be used anywhere within our coverage area with ease.

  What are the SPECTRANET 4G coverage areas?

  Please click here to find the list of SPECTRANET 4G coverage areas.

  What do I need to enjoy SPECTRANET 4G services?

  To enjoy SPECTRANET 4G, following 3 pre-requisite are required to be fulfilled:

  1. Desktop / Laptop with minimum System Requirements
  2. SPECTRANET 4G Access Device (Surf n Talk-CPE or Eazee-USB)
  3. Must be within SPECTRANET 4G Coverage area

  What is a SPECTRANET 4G, Surf and Talk (CPE)?

  SPECTRANET 4G CPE is a Plug and Play device that you need to purchase in order to enjoy SPECTRANET 4G services either directly from SPECTRANET or from its Authorised Resellers.

  How do I install my SPECTRANET 4G,Surf and Talk (CPE)?

  SPECTRANET 4G Surf n Talk (CPE) is a plug and play device. Simply follow the short instructions in the Quick Install Guide that comes with your CPE. Alternatively, please click here for Setup Information.

  What are the contents of a SPECTRANET 4G, Surf and Talk (CPE) package?

  Upon successful subscription to SPECTRANET 4G services, you will obtain a box containing the SPECTRANET 4G, Surf and Talk (CPE). The box includes one Installation Guide, one SPECTRANET 4G, Surf and Talk (CPE), one Power Adapter and one Ethernet Cable.

  Do I need to purchase additional equipment?

  No. You don’t need to purchase any additional equipment to enjoy SPECTRANET 4G services.

  Do I need a phone line to use SPECTRANET 4G services?

  No. You do not need a phone line to use SPECTRANET 4G services.

  How do I set up my wireless access point with SPECTRANET 4G?

  Please click here for more Setup Information. If you are using the Surf n Talk CPE with WiFi, you’re good to go, as it functions as a wireless Access Point too.

  Where can I buy Spectranet 4G’s Recharge Vouchers?

  Vouchers are available at any approved Spectranet 4G shop or dealer outlet.

  I am running a business what scheme would be convenient for me?

  Depending on the kind of business you are running, there are schemes that are flexible for your Internet needs.

  Can I change my scheme before it expires?

  Scheme cannot be changed until validity of existing plan is exhausted. In case the scheme has to be changed in midst then the value remaining in existing plan shall be forfeited.

  What are Spectranet 4G’s recharge card denominations?

  Recharge vouchers shall be available in N500, N1000, N2000, N5000 and N10000 denominations.

  How much does it cost to migrate or upgrade my SPECTRANET 4G plan?

  There is no charge applied to process your migration or upgrade request, though you will have to pay the subscription cost of the New plan at the time of application. Standard Terms And Conditions of service shall apply.

  How long would it take to migrate or upgrade my SPECTRANET 4G plan?

  All requests shall be processed within 24 working hours from the time of receipt. Though service packages or plan cannot be migrated or upgraded or downgraded while the validity of existing plan has not been exhausted. In such cases balance residual value in your SPECTRANET 4G account may be forfeited.

• Self Care Account

  What is SPECTRANET 4G Self Care account?

  SPECTRANET 4G Self Care account is a portal where you can conveniently access and view your personal account and account activities anytime, anywhere.

  Why do I need SPECTRANET 4G Self Care account?

  With our easy Self Care account registration, you are able to:

  • View your Personal Information online
  • Pay your SPECTRANET 4G subscription online using a variety of methods by updating your payment channel
  • Place free migration or plan change request

  How do I register for SPECTRANET 4G Self Care account?

  Please click here and follow the easy online registration process enabling you to surfing in a matter of minutes.

  What should I do if I forget my password to SPECTRANET 4G Self Care account?

  You can create a new password using the following simple steps:

  • Click the Forgot Password link on the Self Care login screen
  • Enter your username
  • Enter the characters in the Security Image
  • Click “Submit"
  • You will receive a temporary password instantly via SMS
  • Enter the temporary password and you will be able to access your Self Care account

  *Note: It is strongly recommended that you change your password once you have logged in.

  I did not get the temporary password when I send my password retrieval request via email. Why?

  It is our practice to deliver all user account related information via SMS for security reasons. Please ensure that your contact mobile number is up-to-date in your Self Care account. Alternatively, you can call our Spectranet Customer Care Number 07002345678 if the problem persists.

• Usage – Internet Access

  Does SPECTRANET implement a fair usage policy?

  In order to ensure the Wireless Access experience for the majority of SPECTRANET's customers is fast, reliable and of high quality, SPECTRANET implements a Fair Usage Policy to manage users who use the service excessively. However, SPECTRANET will not block or restrict the service completely for the users who use the service excessively, unless it is necessary.

  Why is a fair usage policy required?

  SPECTRANET's WIMAX service is a shared Wireless Access service, whereby the connection to the Internet is shared between multiple users. The service is shared in order to allow SPECTRANET to offer affordable packages which will meet the requirements of the majority of Wireless Access users. The price of a dedicated service (not shared, usually referred to as a Leased Line service), is normally too expensive for the most Internet users who use the Internet to surf lightly, read and send emails, occasionally upload and download files and stream videos.

  However, a very small number of customers would use their Wireless Access service excessively; resulting in decrease in speed, quality and reliability of the service offered to the rest of our customers.

  It is estimated from the usage pattern from SPECTRANET and other Wireless Access providers' data, that approximately 1% to 3% of Wireless Access customers can use up to 30%-90% of the available Wireless Access capacity. Excessive users frequently download and upload large number of videos, very large files and use "peer to peer" (P2P) and file sharing software throughout the day.

  SPECTRANET's Fair Usage Policy manages the Wireless Access network from excessive users in order to maintain a fair, high quality and reliable level of service for the rest of our customers.

  How does SPECTRANET's Fair Usage Policy affect me?

  SPECTRANET's Fair Usage Policy applies to all our customers but it will only affect you if you are one of the very few users who make inappropriate or excessive use of SPECTRANET's service. Majority of users who do not frequently upload or download very large number of videos, very large files and use peer to peer (P2P) and file sharing software will not be affected.

  Does SPECTRANET throttle P2P or Bittorrent traffic?

  SPECTRANET manages peer-to-peer (P2P) traffic from applications like Bit Torrent and other file sharing software when service congestion occurs, in order to maintain a fair, high quality and reliable level of service for all users.

  Does SPECTRANET impose a limit on its customers’ data usage?

  Our customers’ usage is monitored on a daily basis and the usage is calculated based on the total usage per month. Based on normal usage trends, most customers will not exceed this limit, unless large volumes of data are constantly uploaded and downloaded, or peer to peer and file sharing applications are used. This limit is set in addition to the Fair Usage Policy to ensure the best possible experience in terms of speed, quality and reliability for our customers.

  What will happen if my usage exceeds the Fair Usage Policy on my billing cycle month?

  If your data usage per month exceeds the Fair Usage Policy, SPECTRANET reserves the right to manage and reduce the connection speed. All connection speeds will return as per original subscription packages at the beginning of your billing cycle month.

• Office/Shops/Coverage/contact details

  Where are your offices located?

  Please click here for more information on our offices in Nigeria.

  Where are your shops located?

  Please click here for more information on our shops in Nigeria.

  Q:How do I know your coverage areas within Lagos?

  Please click here for more information on our coverage areas in Nigeria. You can also call customer care helpline 07002345678

  Is there coverage outside Lagos?

  Spectranet 4Gservices are available at Lagos, though services outside Lagos shall be announced at our website when launched.

  How can I make payments to my SPECTRANET 4G account?

  Please click here for locations where you can make payment towards your SPECTRANET 4G accounts’ subscription charges. Alternatively, you can choose to pay online in the comfort of your home or office using your Self Care account, as long as you have a credit card or a SPECTRANET 4G recharge card.

  How do I make a payment over the bank counters?

  You need to fill in the payment slip (teller) with clear, easily readable letters. Fill in the total amount (Net Total), account number (Reference), and MAC ID (Description) in the respective fields. Please click here for a list of banks and other locations offering over-the-counter facility.

  What  are Spectranet 4G’s contact details?

  • Website :www.Spectranet.com.ng
  • Email: care@Spectranet.com.ng
  • Customer Care Helpline: 07002345678

  the SPECTRANET customer care number a Toll Free number?

  07002345678, is not toll free and caller will be charged by their network providers.