Your step-by-step guide to getting connected - Tomorrow Starts Today to the Home - Telkom
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Your step-by-step guide to
getting connected.
With Telkom Broadband and Fibre
to the Home.
Tomorrow Starts Today
powered by Telkom
Page 1 Page 1Welcome Getting Started with Broadband
Dear Customer
How to Get Connected Page 4
Welcome to the Telkom family and thank you for choosing Telkom Broadband (Fibre to the Home or DSL).
Prepare to enjoy everything the digital age has to offer with a fully connected home for the whole family. Frequently Asked Questions Page 5
This guide is designed to assist you through the setup process and to ensure that you’re up and running as Gig Guide Page 7
soon as possible. We’ve included frequently asked questions and comprehensive information on how to get
assistance if required. We recommend that you keep this guide in a safe place for future reference.
Speed Guide Page 8
Should you require additional information or assistance, please don’t hesitate to contact our call centre on
10210 or visit www.telkom.co.za. Billing Page 9
We wish you many happy hours of surfing and a great Telkom Broadband experience. Getting Help Page 11
Best regards,
The Telkom Team
Page 2 Page
Page 33How to Get Connected Frequently Asked Questions ?
1. Refer to the Quick Reference Guide 1. Where do I get my Telkom Internet username and password?
Retrieve the Quick Installation Guide / Quick Reference Guide found in your modem box. If you don’t find a Your Telkom Internet username and password were sent to you by SMS. If you don’t have them, simply send
Quick Installation Guide CD in your modem box, the Broadband Configuration Wizard will be embedded in an email to TelkomInternetSupport@telkom.co.za or phone the Telkom Internet help desk on 10210.
the modem’s start-up software.
2. How do I reset my Telkom Internet password?
2. Connect your modem to your telephone line and PC
You can reset your Telkom Internet account and email passwords by visiting https://online.telkomsa.netpmt/
Follow the instructions in the Guide to connect your modem either to the broadband access line or to the or by phoning the Telkom Internet help desk on 10210. If you don’t have your password, select the
Fibre terminating device. ‘Forgotten Your Password?’ option. When resetting your password, please use alphanumeric characters, as
this will increase the security of your account. Do not give the password to anyone.
3. Setting up your broadband modem
3. How do I set up my broadband modem if I have a PC without a CD drive, or if my device
Connect to the modem either using an Ethernet cable or using WiFi, as described in the Guide. Launch
an internet browser (Google Chrome, Firefox, Internet Explorer, Safari, etc.) on your connected device. In
is not Windows-based (e.g. iOS or Android)?
the URL web address field, enter the URL as indicated on the belly label of the router. The configuration The steps described in this document are applicable to any device that can connect via Ethernet cable or
wizard of the modem will start automatically. Follow the prompts on the screen. You will need your internet WiFi, and has an internet browser. Just follow the steps to configure your modem. A Broadband Configuration
username and password that was sent to you by SMS. Wizard will be embedded in the modem’s start-up software. For self-help user manuals and tutorials to set up
your broadband modem, visit www.telkom.co.za/myservices.
4. Activate your broadband service
The wizard should automatically open your web browser (e.g. Internet Explorer, Google Chrome). Type in 4. Where can I get a comprehensive broadband self-installation guide?
www.telkom.co.za/verifyadsl. Complete the required fields with your Telkom telephone number and order A Broadband Configuration Wizard will be embedded in the modem’s start-up software. Alternatively, you can
number (sent to you by SMS). visit www.telkom.co.za/myservices for self-help user manuals and tutorials.
5. Set up your data-usage notifications 5. How do I obtain my order number?
Log in to https://secure.telkomsa.net/titracker/ with your username and password to set up data-usage
You need your order number to activate your internet account. Your order number was sent to you by SMS.
notifications.
If you don’t have it, please phone the Telkom Internet help desk on 10210.
6. Connect your devices through WiFi
6. Why am I unable to activate my internet account?
Congratulations! You are now connected to the internet. You are ready to connect your other internet-
enabled devices (e.g. tablets, laptops and smartphones) via WiFi. For assistance with your Telkom Internet activation, contact 10210.
7. How do I connect my devices via WiFi?
If you need help in connecting your internet-enabled devices through WiFi, visit
http://www.telkom.co.za/myservices/
Page 4 Page
Page 5 5Frequently Asked Questions ? Gig Guide
8. How do I check my data used for the month? Enough to download personal or business-related and entertainment
You can view the data you’ve used for the month, as well as previous months, on the DSL usage tracker website
at https://secure.telkomsa.net/titracker/. You will need your Telkom Internet username and password to log
10GB content in-cap – approximately 2 000 songs or 10 movies or 1 HD movie
or 28 TV-series episodes – and stay connected out of cap to do the basics
in. Select the ‘Usage’ option on the menu on the left. (like email, internet banking, browsing, online shopping and social media).
9. How can I purchase additional data once my data bundle has been depleted?
You can purchase additional data by logging in to the TopUp portal at https://secure.telkomsa.net/topup/. Enough to download personal or business-related and entertainment
content in-cap – approximately 4 000 songs or 20 movies or 2 HD movies
Once logged in, you can purchase the required data via the secure credit-card purchase facility.
20GB or 57 TV-series episodes – and stay connected out of cap to do the basics
(like email, internet banking, browsing, online shopping and social media).
10. How do I receive data-usage notifications?
You can receive notifications on your data usage by logging in to the broadband usage tracker page at
https://secure.telkomsa.net/titracker/ with your username and password. Once logged in, select the
“Notifications” option on the menu on the left. Thereafter, select the notification frequency and click ‘Submit’
Enough to download personal or business-related and entertainment
once you have made your selection. You should be using your primary email address for your notifications. content in-cap – approximately 10 000 songs or 50 movies or 5 HD
Your selections can be changed, should the need arise. 50GB movies or 142 TV-series episodes – and stay connected out of cap to
do the basics (like email, internet banking, browsing, online shopping and
social media).
11. Where can I get more information on my broadband and data-related questions?
For more information, and to access online user guides, visit www.telkom.co.za/sites/athome/helpandsupport/
Enough to download personal or business-related and entertainment
content in-cap – approximately 20 000 songs or 100 movies or 10 HD
12. What can impact the speed of my broadband? movies or 285 TV-series episodes – and stay connected out of cap to
100GB
There are various factors that can affect your broadband speed. These include: do the basics (like email, internet banking, browsing, online shopping and
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Size breakdown:
Sizes indicated are approximate.
13. Where can I get telephonic support?
Should you require telephonic support to set up your ISP account, contact our Telkom Internet support desk
at 10210. Fibre support desk 0800 007 268. 1 Song 1 TV-series episode 1 Movie 1 HD movie
5MB 350MB 1GB 10GB
Page 6 Page
Page 7 7Speed Guide Billing
Your first bill explained
ADSL access (up to 2Mbps ) is the perfect fit for a surfer –
Please note that your first bill from Telkom may be different from those you receive thereafter.
Up to a person who uses the internet for social media, emailing,
This is because there may be an installation charge, and the subscription for services is payable
2Mbps browsing for business opportunities or searching for new
one month in advance. Your bill will therefore include one full month and a pro-rated amount
DSL employment opportunities and downloading the odd
for the month in which you joined.
video, clip or song. One fixed monthly price.
How do you want to receive your bill?
Email billing is the most convenient and environmentally friendly way for you to receive your
ADSL access (up to 4Mbps) is the perfect fit for a sharer
Up to monthly statement. Your account can be linked to an email address of your choice when you
– a person who uses the internet to share content like
4Mbps register at www.telkom.co.za/emailmemybill. You can also view your bill online by registering at
video clips, songs, photos, business proposals and ideas.
DSL www.telkom.co.za/sites/athome/helpandsupport/aboutmybill/
One fixed monthly price.
ADSL access (up to 10Mbps) is the perfect fit for the
content king (or queen) – a person who uses the
Up to internet to do anything and everything, business or
10Mbps pleasure. You can download and upload large files, live
DSL/Fibre stream music, business conferences or movies, and do
pretty much anything, including videoconferencing.
One fixed monthly price.
VDSL access (up to 20/40Mbps) is the perfect fit
for a speed junkie – a person who uses the internet
Up to
to do anything and everything, business or pleasure.
20/40Mbps
You can download and upload larger files,
VDSL/Fibre
videoconference with business associates, live stream
music or talk about business. One fixed monthly price.
Fibre to the Home access (up to 100Mbps) is the perfect
fit for a speed fanatic – a person who uses the internet
Up to
100Mbps
for anything and everything, business or pleasure.
You can download and upload larger files,
Fibre
Fibre
videoconference and stream live music or movies a lot
faster than ever seen before.
Page 8 Page
Page 9 9Billing Getting Help
How to read your Telkom bill? Where to get help?
Phone the Contact Centre on 10210 for:
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Tax Invoice
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FAIRVIEW SECURITY COMPLEX
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Invoice date 18-Apr-11 F #*-! 2'-,
Account no 131990810001
CAPE TOWN Service ref 0219555599
1234 Invoice no 103G1007650R
Y
Your VAT
A no
Government Code
Self-service information
Summary of your account. Fault reporting
Reflects the balance of your
previous bill, the payments
Account Summary
Previous invoice Balance brought forward R 684,41
To report a fault, SMS the word “service” and your 10-digit telephone number to 30591.
received and the total
Payments Description
Alternatively, you can log and track a fault online at www.telkom.co.za/sites/contactus/athome/
current bill. Receipt/Ref Date Payment - Thank you R 900,00 -
0201106 02 Apr 11 Payment - Thank you R 700,00 -
0734202
BCK00010075278
04 Apr 11
05 Apr 11
Payment Rejected
From Account 1234569875
R
R
700,00
50,00 -
Balance enquiry
Balance Transfer T Account 89712354
To R 150,00
Balance Transfer R 115,59 - To see your latest balance, SMS your telephone number and ID number to 012 321 0210.
Opening balance R 0,01 -
Coins discontinued
Charges for April 2011
This invoice indicates the
details of the current invoice.
Subscription Services
Usage
R
R
840,65
266,44
Online billing
Rental, usage (or calls) and Installation fees R 430,70
Register, view and pay online at
Sales R 376,32
VAT are the most popular
www.telkom.co.za/sites/athome/helpandsupport/aboutmybill/
Discounts R 17,72 -
items for residential customers. Adjustments R 180,00
Event Billing R 50,00
Rental for services is payable Sub-total (excluding VA
VAT @14%) R 2 076,39
one month in advance. In
Telkom App
VAT
A @ 14% R 290,69
the case of a new service, Purchase Agreements (Non-taxable) R 356,37
T
Total (Charges for April 2011) R 2 723,45
the initial rental from the
date of installation until the Total Due
T R 2 607,85 Download our easy-to-use App, which enables you to log a fault, check your account balance
Payment details for the balance of that was due by , were not available on . Please pay immediately
d y. If you have paid the
end of the bill cycle, as well arrears, please ignore this message. and locate a Telkom shop. The App is available from the Google Play Store for Android devices
as rental for one month in
advance will apply.
Deposit R 235,00
and on the App Store for iPad (not yet available on iPhone devices).
Important Information
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Fault & Service Enquiries Moves and Relocations
All enquiries & fault reporting 10210 online at www.telkom.co.za/moving and you will also receive a FREE
CORDLESS PHONE! Consider it our house-warming gift to you. T Terms and
Fault reporting via sms 0123210212 conditions apply.
Please do not detach this Mail Payment Slip Amount Due R 2 607,85
slip. When paying at a
counter, take the full page Group No
00018
System No
9122508060
Payment Code
2011
Control Code
058
Cycle
F
with. Check www.telkom.co.za/
>
sites/athome/helpandsupport/
aboutmybill/payingyourbill/
for payment options.
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