USER MANUAL & INFORMATION GUIDE - Netstar
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USER MANUAL & INFORMATION GUIDE
Dear Netstar Subscriber
Thank you for subscribing to our service and
a warm welcome to our world, where we are
totally committed to providing you with the
best possible service.
CONTENTS
If your vehicle should ever be stolen or
hijacked, we will want to recover it as quickly
as possible and return it to you, should the
1. AN INTRODUCTION TO OUR PRODUCTS & NETWORKS 1
circumstances allow this.
Your assistance in this process is very 2. STOLEN VEHICLE TRACKING & RECOVERY PRODUCTS 3
important. You need to understand how your
2.1 SVR only:
unit functions, how our service operates
and what to do in an emergency. So please 2.2.1 Netstar Nano 3
read this manual and keep it handy (but do 2.2 Stolen Vehicle Tracking & Recovery: 3
not leave it in your vehicle!). If you have any 2.2.1 Netstar Basic 3
questions or concerns, please contact our 2.2.2 Netstar Plus 3
Customer Service Centre at the telephone 2.2.3 Netstar Early Warning 4
number provided.
2.3 Netstar Boomerang 5
2.4 Product Warranty 5
SAFE MOTORING AND BEST WISHES
FROM THE NETSTAR TEAM! 3. FLEET MANAGEMENT PRODUCTS 6
3.1 Product Warranty 6
4. NETSTAR SERVICE 7
4.1 Stolen Vehicle Tracking & Recovery Service 7
4.1.1 Phone-In Activation 8
4.1.2 Hijack Panic Activation 9
4.1.3 Tow-Away Activation 9
EMERGENCY NUMBER 4.1.4 Theft Entry and/or Theft Ignition Activation 9
0800 11 22 22 4.2 Testing Service 9
4.3 Customer Service 10
CUSTOMER SUPPORT & SALES
0860 12 24 36 5. FREQUENTLY ASKED QUESTIONS 11
cs@netstar.co.za
sales@netstar.co.za 6. ELECTRONIC FITMENT CERTIFICATE 13
www.netstar.co.za
ABOUT OUR PRODUCTS
There are two primary communication urban areas, all major towns and most
platforms for tracking and recovering minor towns in South Africa. The networks
vehicles. One is based on radio also cover many highways and rural
frequency (RF) and the other is based areas and are also found in countries
on a combination of GSM (Global System in Southern Africa such as Namibia,
for Mobile Communication) and GPS Botswana, Swaziland and Zambia,
(Global Positioning System) technology. and we are able to activate, track
RF requires a radio network to transmit and recover vehicles that are within
and receive signals and GSM requires these networks.
a GSM network to transmit and receive
We are also able to activate, track
signals using SMS or GPRS (General
and recover vehicles that are outside
Packet Radio Service).
of our proprietary networks, such as in
1 AN INTRODUCTION TO OUR There are advantages and
disadvantages to both platforms. For
Mozambique or Swaziland. The GSM
products are reliant on the GSM network
PRODUCTS & NETWORKS example, GSM/GPS can provide pinpoint
accurate positioning, as long as the
used by Netstar and cannot operate or
be tracked and recovered when outside
vehicle has a “view of the sky” enabling GSM coverage. SIM cards used in the
the unit to obtain a GPS position. RF, GSM range of products have not been
on the other hand, only provides an enabled for cross-border roaming. If
ABOUT NETSTAR approximate position, which is adequate you are planning to travel outside the
for recovery purposes and we are able borders of South Africa and require your
We are a trusted brand, and pioneers of Our immaculately engineered
to activate and track these units outside vehicle to be tracked, please contact our
the vehicle tracking and stolen vehicle hardware, intuitive software and
of our networks. Thus, if the vehicle is in Customer Service Centre and request
recovery industry in South Africa. Since powerful analytical tools make it
a remote territory, which may not have activation of international roaming.
1994, our proprietary technology has been easy to do business and inform
any RF or GSM network coverage, our
on the cutting edge of global telematics. effective decision-making. Note: International roaming is not
recovery aircraft can activate the unit
Today, more than 800 000 subscribers available on Netstar Basic.
No Internet of Things (IoT) solution and track and recover it.
trust us to protect their vehicles, fleets, is beyond our reach. We provide Our products and services are divided
employees and families. Netstar markets a wide range of
industry-leading stolen vehicle into three categories:
products, which are RF-based, GSM-
We play a significant part in curbing recovery (SVR) services, world-class
based, or a combination of the two. Stolen Vehicle Tracking & Recovery (SVR),
vehicle-related crime and we constantly insurance telematics, best-in-class
The RF products operate within our Fleet Management, and Stolen Asset
deliver new insights and technical fleet intelligence and exceptional
proprietary networks, which cover all Recovery (SAR).
innovation to unlock value, efficiencies fleet management solutions for
and opportunities for our customers. businesses of all sizes.
41 2
2 STOLEN VEHICLE TRACKING
& RECOVERY (SVR) PRODUCTS
2.1 SVR ONLY As there are different versions with Once a theft or hijacking has been Private and Business Buttons:
similar functionality, please refer to your reported and verified, the unit will
If you want to use the Tax
2.2.1 Netstar Nano fitment certificate or contact Customer be activated and recovery crews
Logbook functionality, you
Services should you not be sure which dispatched. In order to activate or
Netstar Nano is a wireless RF phone-in can mark trips as private
variant is installed in your vehicle or cancel activation your identity will be
system which has an internal battery or business by pressing the
which service is enabled. Please note verified. (Please ensure that all details
life of minimum 3 years. The unit is appropriate button (“P” =
that some services may have optional are correct and up to date.)
activated from our Control Centre, private and “B” = business)
extras, such as panic buttons.
or from a tracking aircraft/response Netstar Plus provides various on the keyring activator once
team, when a theft or hijacking has additional functions through its the trip has started or after
been reported to our Emergency 2.2.1 Netstar Basic smartphone app and dedicated the trip has been completed. (Maximum
Control Centre. Once verified the unit website wwwsafeandsound.netstar. time of 1 minute to select trip type after
Netstar Basic is a phone-in service, co.za. Kindly proceed to the Safe and completion of trip).
will be activated and recovery crews
which means that you have to phone Sound website to register or download
dispatched. (Please ensure that all your Note: The LED on the key-ring activator
the Netstar emergency number in the Safe and Sound App (for Android
contact details are correct and up to will flash purple when you select the type
the event of a theft or hijacking. and iOS) from the relevant app store.
date.) Note: Once the unit has been of trip and the tracking device will always
The unit can be activated from our Refer to page 15.
activated, and the vehicle recovered, take the last selected button pressed to
Control Centre or from a tracking
the unit needs to be replaced by a For unit activation information, refer mark the trip type. If you wish to amend the
aircraft/response team. Once a theft
certified Netstar fitment technician. to point 4.1 Stolen Vehicle Tracking trip type you are able to do so via the Safe
or hijacking has been reported and
verified, the unit will be activated and & Recovery Service from page 7 of and Sound website or the Safe and Sound
2.2 S
TOLEN VEHICLE TRACKING recovery crews dispatched. In order this manual. App (available for Android and iOS).
& RECOVERY to confirm or cancel activation a B) Netstar Early Warning with remote tag:
telephonic security check will be done
As car thieves became more
with you. (Please ensure that all your 2.2.3 Netstar Early Warning When preferred, a proximity
sophisticated, and made use of GSM tag is supplied that has to
contact details are correct and up With this service, the unit transmits
jamming devices to ‘silence’ GSM-based be attached to the key-
to date.) alert signals to the Control Centre in
tracking systems, it became clear that ring. Arming and disarming
For unit activation information, refer the event of theft or being towed away,
the road forward was to enhance our happens automatically
to point 4.1 Stolen Vehicle Tracking if the vehicle has been parked and the
renowned Stolen Vehicle Recovery based on the presence or
& Recovery Service from page 7 of unit armed. It can also operate as a
products and services by combining the absence of the tag. Should
this manual. phone-in system.
use of RF and GSM/GPS technologies this tag not be inside the
in one product. Our new, advanced A) Netstar Early Warning with remote vehicle or within a few metres thereof, in
tracking unit makes use of the recovery arming device (key-ring activator) the event of ignition, the unit will activate
2.2.2 Netstar Plus
advantages offered by RF, GSM/ and send a violation signal to the Control
Arming: When you have parked and
GPS and our unique JammingResist™ Netstar Plus is a phone-in service, Centre. Note: If this option (B) is chosen, no
locked your vehicle, arm the unit by
Technology which notifies us in the which means that you have to phone siren functionality will be available.
pressing the activator button (i).
event of GSM signal tampering. This the Netstar Emergency Call Centre in
The siren will beep once, indicating Netstar Early Warning provides various
enhancement in the unit enables the event of a theft or hijacking.
that the unit is armed. additional functions through its dedicated
delivery of pinpoint positioning together The unit can be activated from our
with our well-established recovery Control Centre or from a tracking Disarming: Before re-entering your website www.safeandsound.netstar.co.za
service. Refer to page 15. aircraft/response team. vehicle, disarm the unit by pressing and smartphone App. Kindly proceed to
the activator button (i) once. The siren the Safe and Sound website to register or
The JammingResist™ Technology is download the Safe and Sound App (for
will beep twice, indicating that the
incorporated into Netstar Basic, Plus Android and iOS) from the relevant app store.
unit is disarmed.
and Early Warning.
For unit activation information, refer to
point 4.1 Stolen Vehicle Tracking & Recovery
Service from page 7 of this manual.
3 4
2.3 NETSTAR BOOMERANG 2.4 PRODUCT WARRANTY
3 FLEET MANAGEMENT
The unit installed in your vehicle is
PRODUCTS
Netstar Boomerang, which includes
a panic button, is a compact mobile covered under the Netstar warranty for:
GSM/GPS product in the asset and • 12 months from date of installation,
personal tracking category that allows if purchased on a cash basis.
you to monitor assets or a person
• 24 months from date of installation, The following products provide Fleet Management functions,
whenever you need to. You are able to
if purchased on a 24-month in addition to Stolen Vehicle Tracking & Recovery:
attain real-time location and reports via
an easy-to-use website. rental basis.
• Netstar Fleet Tracking • Mining Safety
Netstar Boomerang operates on both • 36 months from date of installation, • Netstar Fleet Management • Accident Manager
a phone-in basis or by sending a panic if purchased on a 36-month • Netstar ProFleet Management • JammingResist™
signal when the panic button on the rental basis. • Netstar Camera Solutions • Fuel Management Solution
unit is pressed. The unit’s signals will be The installation of your unit has been
These products all have tailored, advanced functions and
tracked by the Control Centre once the undertaken by trained and qualified
services and include Netstar’s Stolen Vehicle Tracking &
asset has been reported stolen or the technicians and this installation carries
Recovery Service.
person reported missing. a warranty period of 12 months by the
Fitment Centre. Please go to www.netstar.co.za for more information on fleet
When Netstar receives a panic signal,
management products.
we will attempt to make telephonic
contact with the registered owner of Terms and conditions apply.
the unit that is transmitting this signal. 3.1 PRODUCT WARRANTY
If no contact can be made or correct
authentication cannot be established All fleet management products and installations carry a
(it is imperative to update your contact standard 12-month warranty. Any malicious or third-party
details regularly), a response to track damage, or interference with the tracking unit or any of its
and recover the asset or person will be components will not be covered under the product warranty.
initiated if you have subscribed to the
product option that includes Netstar’s
recovery service. Kindly call 011 207 5591
to set up a username and password
and then proceed to https://vigilcloud.
netstaronline.net to login and start
tracking your unit.
8
5 6
4 NETSTAR SERVICE
As a subscriber, you will experience the SAPS and often a team of SAPS
service from two different parts of members is present during a vehicle
Netstar. The first is our Stolen Vehicle recovery. However, we do not rely on
Tracking & Recovery Service, the SAPS to recover stolen or
co-ordinated from the 24/7 Control hijacked vehicles.
Centre, where agents are on standby
Once a vehicle has been recovered,
to direct the recovery of your vehicle.
arrangements for the convenient hand-
The Emergency Control Centre can
over of the vehicle to the owner are
be contacted 24/7 on 0800 11 22 22.
made. Typically, the owner would meet
The second service area is our the recovery team at the recovery scene
Customer Service Call Centre. This and take possession of the vehicle.
call centre operates during normal
Alternatively the vehicle may be driven
business hours and is there to assist
or towed to the offices of Netstar. Please
you with non-operational queries,
note that when a vehicle has been
such as changes of personal details
damaged, towing may be necessary.
or account queries.
We will arrange for this free service, but
Our Customer Services team can it is undertaken at the risk of the owner.
be contacted telephonically on In cases where the vehicle must be
0860 12 24 36 or email your query to handed over to the SAPS, the owner is
cs@netstar.co.za. kept informed during the process.
The national emergency number for the
4.1 S
TOLEN VEHICLE TRACKING Stolen Vehicle Recovery Service is: 4.1.1 Phone-In Activation
& RECOVERY SERVICE 0800 11 22 22 If your vehicle has been stolen or be kept updated during the recovery
Netstar has a dedicated, private, hijacked, telephone the emergency process. Once your vehicle has been
Dial this number from anywhere in
stolen vehicle recovery infrastructure number and an agent will request recovered, you will be contacted to
South Africa and you will be connected
throughout Southern Africa. To maximise certain information from you regarding make arrangements for collection of
to the Control Centre. Please record
our recovery ability, we dispatch air the incident. Please be patient during the vehicle from Netstar.
this number in a safe place, or
recovery crews on every reported this brief process, as it is important
preferably memorise it. Should you Please note that if the vehicle has
case, weather permitting. Our tracking that the agent verifies the identity of
require the service whilst in Namibia, been used in a crime, the SAPS may
aircraft are based at 12 airfields around the caller and the circumstances of
Botswana, Swaziland, Zambia, Ghana require it for forensic purposes, but
the country. These air response teams the incident. We do not require unique
or Mozambique, please contact the we will assist where possible to ensure
are supported by well-trained, armed passwords (although you can elect to
Netstar Control Centre in that country, a quick release from the SAPS. In the
ground response teams. have one linked to your vehicle). For
using the contact details on page 16 of unlikely event of your vehicle not being
your own peace of mind, all calls are
The Stolen Vehicle Recovery Service is this booklet. The different ways in which recovered, you will receive a detailed
voice-logged.
co-ordinated through one centralised a recovery service can be initiated are case report the following working day,
call centre in Southern Africa. Our explained in the following sections. Ground and air recovery crews will containing all information relevant to
response teams work closely with be dispatched immediately. You will the search operation.
7 84.1.2 Hijack Panic Activation 4.2 TESTING SERVICE 4.3 CUSTOMER SERVICE
Netstar Early Warning systems have The GSM/GPS-based units Please contact our Customer Support
a panic button as a standard feature. automatically transmit health checks Centre and you will be assisted by a
A panic button is available as an option at pre-determined intervals. However, trained agent (this excludes recovery
with Netstar Basic and Netstar Plus. we strongly advise subscribers to matters).
To activate this, press the button and register on our Customer Zone where
Tel: 0860 12 24 36
the unit will start to transmit a coded the functional status of your unit will
signal, identified as a panic signal, to Email: cs@netstar.co.za
be available. You will also be able to
the Control Centre. Netstar will attempt conduct various transactions online, We encourage you to log onto our
to make contact with the registered such as ensuring your details are website www.netstar.co.za and visit the
owner/driver of the vehicle transmitting captured correctly and retrieving Customer Portal, through which you can
this signal. your fitment certificate. update your personal details, request
changes to your personal information
If no contact can be made or correct Go to www.netstar.co.za and click on and view the functional status of your
authentication cannot be established the Customer Portal tab to register. unit without having to telephone the
(it is imperative to update your contact Alternatively contact the Customer Support Centre. The types of queries
details regularly), a response to track Support Centre on 0860 12 24 36 every handled by the Support Centre include,
and recover the vehicle will be initiated few months and request a free test. website support, balance enquiries,
and the recovery crews will be alerted Not only does this provide the statement and invoices, and testing
to the fact that a victim may be inside subscriber with peace of mind, but of units.
the vehicle. These highly trained and it engenders confidence in how to
experienced recovery officers will contact us and use the system and,
undertake the recovery with very importantly, it provides the
extreme caution. opportunity to update your contact
details which may have changed.
If you think you may have accidentally
pressed the panic button, simply Please remember that the GSM/GPS
telephone the Control Centre and inform products can provide an accurate
the operator, who will ask you a few description of the vehicle location,
detailed authentication questions to therefore you are able to view the unit
confirm that all is in order. functional status on the applicable
website or mobile app.
4.1.3 Tow-Away Activation
This is a feature of Netstar Early Warning
that sends a violation signal to the
Control Centre as soon as the vehicle is
towed away. On receipt of a tow-away
signal, Netstar will attempt to contact
the registered driver/owner. If no
contact can be made, a response
will be initiated.
4.1.4 Theft Ignition Activation
This is a feature only available with
Netstar Early Warning. On receipt of an
‘unlawful activity’ signal, Netstar will
attempt to contact the registered driver/
owner. If no contact can be made, a
response will be initiated.
9 10Q What happens after you recover
my vehicle?
Please note that the Early Warning
system is not designed to protect the
contents of your vehicle, but rather to
The Control Centre will keep you
inform Netstar that your vehicle has
updated during the recovery process
been stolen.
and every effort will be made to hand
the vehicle back to you once it has • A third reason is that the Control
been recovered. Centre may not have your latest
contact details. It is very important
Q What happens if you do not recover
to always inform Netstar the
5 FREQUENTLY Q Why can’t I arm my Netstar Early
Warning system?
my vehicle?
moment you change any
Even though we have a very good
ASKED
contact details.
• You may be standing too far away recovery rate (up to 9 out of 10) and
QUESTIONS
from your vehicle. a very fast average recovery time
(around 48 minutes), we are not always
Q Are there any additional costs to the
Netstar service?
• The batteries in your remote activator
may need replacing. successful. In such cases we keep No. Your monthly subscription
looking for the vehicle, both within and covers free tracking and recovery
• There may be some other form of outside South Africa. within South Africa and within other
radio interference in the area in countries where we offer this service.
which you are parked. There have been cases when a vehicle is
recovered some time after the theft. One However, should your vehicle be
• Your remote arming device may of the main reasons for not recovering recovered in another country, there
be faulty. Test this by using your the vehicle is the delay in reporting the may be costs involved in transporting
spare remote if you have one or theft or hijacking. It is thus very important it back to you. These costs will be
alternatively visit a Netstar fitment to immediately notify Netstar once you negotiated with you and your insurer,
centre for assistance. are aware that your vehicle has been in the event of your vehicle being
Q Will you recover my vehicle outside of stolen. In the unlikely event of the vehicle recovered outside of South Africa.
your networks? not being recovered immediately, Netstar
would contact you the next working day Q What happens if I sell my vehicle?
Yes. Netstar recovery crews transport
to supply you with a detailed case report As an existing subscriber, you will
a mobile network unit on every
on the recovery activity. qualify for a special price on a unit
recovery operation. This enables
for your new vehicle. We would prefer
them to track and recover vehicles
outside our RF networks. If your Q My Netstar Early Warning alarm went off
and you did not inform me. Why not?
that you do not transfer your unit
from your existing vehicle to the
vehicle is stolen or hijacked outside
There are 3 possible reasons for this: replacement vehicle. To encourage
our networks, telephone the Control
this, we will provide you with a new
Centre without delay and we will send • Firstly, if you deactivated your alarm
unit at a discounted fee. Please
an air recovery service to the area shortly after the alarm sounded,
contact the Customer Support
in which your vehicle was stolen and the unit would not have started
Centre for more information on this
commence the search. transmitting, as there is a short delay
and to confirm any contractual
between the time of the alarm going
If your unit is in transmission mode and commitments that you may have.
off and the time it starts to transmit a
it enters one of our RF networks, we
distress signal. Tel: 0860 12 24 36
will intercept the signal and initiate a
• Secondly, the Control Centre may not Email: cs@netstar.co.za
response. It is, however, not possible
to recover a GSM unit outside the GSM have received a signal. If we do not
network. The GSM network we use is receive signals from your vehicle whilst
comprehensive, covering most areas it is stationary, then it is probably due
of the country. to some form of interference, due to
buildings or physical terrain. However,
Q What happens when the battery is
disconnected from my vehicle?
once the thief starts the vehicle and
drives off, the cause of the interference
A battery disconnect SMS is sent to should be eliminated and the Control
you. This SMS may also be generated if Centre will receive the signals and
the unit is removed from the battery. respond accordingly.
11 12SAMPLE ONLY
FITMENT
CERTIFICATE
This is to certify that the following asset has
been fitted with a Netstar tracking system:
6 ELECTRONIC ASSET MAKE:
ASSET MODEL:
VOLKSWAGEN
GOLF TSI
FITMENT CERTIFICATE REGISTRATION NUMBER: AB99WHGP
CHASSIS / VIN NUMBER: KNABX514MFT984303
ENGINE NUMBER: G4LAEP149883
When a new Netstar tracking system is fitted to your vehicle,
we will issue an electronic fitment certificate, as seen on the SUBSCRIBER: ALPHA BRAVO
next page, to certify the installation. This certificate may be
ID NUMBER / COMPANY
required by your insurer, in order to qualify for certain
REGISTRATION NUMBER: 900107 5123 098
premium discounts.
PRODUCT: NETSTAR EARLY WARNING
The electronic certificate will be emailed to you, but can also
DEVICE SERIAL NUMBER: 6751890
be obtained from Netstar’s call centre or online platforms at
any time. FITMENT DATE: 1 JUNE 2018
FITTED BY: NETSTAR MIDRAND
ACCOUNT NUMBER: 10199708
CONTRACT NUMBER: 21398625
THERE WHEN IT MATTERS
CUSTOMER SERVICES: 0860 12 24 36
EMERGENCY CALL CENTRE: 0800 11 22 22
DATE OF ISSUE: 25 DECEMBER 2018
13 14GET IN TOUCH
HEAD OFFICE
Central Park Offices,
16th Road, Midrand, 1685
TEL: +27 (011) 207 5500
www.netstar.co.zaYou can also read
