Announcements

T’s & C’s

Promotional router:

Should the service be set to cancel within 6 months of the activation date a cancellation fee of R999.00 will become payable before the cancellation is processed together with a calendar months notice. Should the monthly payment for the service fall into arrears the service will be cancelled and the cancellation fee of R999.00 will automatically be billed to the clients account.

Downgrades to a smaller package/service/speed from what was originally purchased will not be permitted within 6 months of the activation date.

Clients that take the promotional router offer are checked for credit  risk.

Should risk be found, the initial payment via eft will be for R 999 + first months instalment.

Should no risk be found, the initial eft will be for the first months instalment only.

DSL Services


The maximum achievable speed on all DSL Data services is 40 Mbps. If you are using a Fibre Line and would like to achieve speeds higher than 40 Mbps, please consider using our Fibre Data services.
The Acceptable Use Policy for all Uncapped services (including discontinued services) can be found here. By accepting the Terms and Conditions, you also agree to the afore-mentioned AUP.
All uncapped services are billed within a calendar month (1st to last day of every month). Your proof of payment is to reach us before 5pm on the last day of the month to prevent service interruption on the 1st of each month.

Prepaid services are a once off purchase and are valid for a period of 12 months (1 year), you are able to top up the prepaid service with additional bandwidth of the same service type at any time, with each top up the validity of the prepaid service will be extended with an additional 12 months (1 year).

The capacity of the Network and available bandwidth is in no way guaranteed on any of the bandwidth based services offered by neotek and as such we reserve the right to manage (shape, throttle, limit protocol through-put) all services in accordance with the available network capacity at all times. Our first priority will always be to provide the best possible experience to all of our users when/if it becomes necessary to manage services.

Capped Services
Rollover of Data
Unused data rolls over to the following renewal month (calendar month) for a period of 3 months. Rolled over data will be used first from the 1st of each month and thereafter the renewal data will be used. Rollover data consists of unused renewal data and unused top up data.

The most recent rolled over data will be used first, working on a system of last in first out.

EXAMPLE
The monthly renewal on a 10GB service is 10GB. In the last 3 months the following amounts of unused data have rolled over, March 1GB, April 2GB, May 2GB. On the 1st of June the service will renew and 10GB will be allocated together with the 4GB which has rolled over from March to May. Usage from the 1st of June will be deducted from the rolled over data from May then April then March, only once the rolled over data of 4GB has been exhausted will the renewal data of 10GB start being used. Should there be any unused data by the end of June, this data will rollover to July and the process will begin again. Should usage not reach the rolled over data for March it will fall away.

Rollover of Data is only applicable to services which are paid up to date and are renewed monthly. If your debit order or credit card payment fails for any reason you will not be able to use any Rollover Data until all services are paid up to date. Should you cancel your service any accumulated rollover data will fall away and cannot be reinstated if the cancellation date has passed and the service is restored.

Uncapped Services
Uncapped services do not carry a usage limit (cap) but speeds will be limited to the speed of the ADSL line. The service is for personal use only and may not be resold, shared or used for commercial purposes. The use of our uncapped services by WISP’s (wireless internet service provider) is strictly prohibited.
All uncapped products carry an Acceptable Use Policy which can be found here, please take the time to read through it as important information is communicated there-in. By accepting the Terms and Conditions, you also agree to the afore-mentioned AUP.

Uncapped services are billed on a calendar month basis (1st to last day of the month) and payment is due in advance by the 1st of each month.

Combo Services
Combo Pricing
Combo pricing applies to one data service and one adsl line tied together as a combo. The process of transferring/activating the ADSL line takes place at the time of the order and cannot be ordered for a future date. Once a service is combined, the DSL service will be locked down to the DSL Line, the service cannot be used on a different DSL Line.
Line Transfer Combo
On initial sign up a discounted amount will be billed for the data portion of the combo and there will be no charge for the transfer of the ADSL line if it take place in the current month. A discounted amount will be billed on transfer of the ADSL Line at any time other than the current month. The full combo price will be billed on the 1st of the following month.
New Line Combo
A discounted amount will be billed for the data and ADSL Line once the ADSL Line is activated by Telkom. The service on the combo will be activated once payment is received for the amount billed. The full combo price will be billed on the 1st of the following month.
Permanent Upgrade/Downgrade of Combo
In order to upgrade/downgrade your existing combo you will need to first split the combo. Once the combo has been split, the changes can be made and the services can then be combined again. The new combo price will be billed on the 1st of the following month.
Cancellations
In order to cancel one or both services within a combo it is necessary to first split the combo. Once the combo have been split the desired changes can be made.
Splitting Combos
When combos are split they will be billed at the stand alone price per service.
Combining Existing Services
When services are combined the combo price will apply from the 1st of the following month.

  • Combo pricing excludes already discounted services and special offers
  • Combo pricing applies to selected products only

Telkom ADSL Lines
By purchasing/applying for an ADSL Line service it is agreed that you accept and agree to the Terms & Conditions as stated below:

I/We hereby authorise neotek DSL to apply for a new convert, migrate, migrate back, convert back of my/our ADSL Line from Telkom SA Ltd or my current ADSL Line Supplier on behalf of Telkom:

In order to apply for an ADSL Line, you are required to have an active monthly billed telephone line with Telkom SA Ltd. ADSL Lines remain the property of Telkom SA Limited, installations and repairs remain their responsibility. ADSL Line sizes are supplied at the maximum stable speed available that is requested by the client, the Telkom SA Ltd network is supplied as a best effort network and therefore service cannot be guaranteed. Telkom SA Ltd. runs automated health checks on all ADSL Lines and might adjust the speed of your line in order to supply the best service possible. Should you experience complete downtime on your ADSL Line for a period exceeding 24 hours, a dispute will be logged with Telkom SA Ltd once the fault has been cleared requesting a credit for the period the line was down. Once this credit has been issued, the client’s account will be credited accordingly. neotek DSL will on behalf of our client as far as possible deal with Telkom SA Limited on the client’s behalf. Should a fault be logged with Telkom SA Ltd. on the client’s ADSL Line which results in a Technician being dispatched and it is found that the fault is due to faulty equipment or incorrect setup of equipment by the client an Unnecessary Call-Out charge may be charged to the client’s neotek account. Any credit due to the client by Telkom SA Limited after the transfer of their ADSL Line to neotek DSL remains the responsibility of Telkom SA Limited and the client will need to converse with Telkom SA Limited directly to arrange this if not done automatically. The activation of a new line is dependent on the exchange being ADSL ready as well as ports being available, the activation of a new line, cancellation, upgrade/downgrade or transfer is dependent on Telkom SA Limited as such cannot be guaranteed by neotek DSL . Telkom SA Limited do not allow two actions to be performed at the same time, we are therefore not able to perform a transfer and an upgrade/downgrade at the same time, we need to process each action separately.

In order to transfer an existing ADSL Line from Telkom/another ISP to Neotek it is necessary for the client to request their current ISP/Telkom to perform a migrate back application. Only once the migrate back application has been completed will neotek DSL be able to apply for the transfer. During this process of transfer between ISP’s/Telkom the ADSL line will be in a suspension state with no ADSL access. The client has 30 days from the date of the migrate back application to request re-activation of the ADSL Line, if the re-activation is not done within 30 days, the ADSL Line will be completely cancelled. Applications received where the incorrect number has been supplied by the client will be charged for until the application has been cancelled by Telkom. No refund requests will be considered where the incorrect number was supplied on application.

The client will continue to be billed by Telkom SA Limited for the telephone/fax line rental and telephone/fax calls as well as any other services provided to them directly by Telkom. Should your line be suspended by Telkom SA Ltd, the ADSL service on your line will not be usable until Telkom SA Ltd have lifted the suspension on the line.

The ADSL line rental will be billed to the client by neotek DSL together with any other services provided to them. On completion of a new, transfer or upgrade/downgrade of an ADSL Line an invoice will be generated and debited via the clients nominated payment method.

Should your debit order payment against your bank account or credit card be returned (initial and monthly) unpaid the ADSL Line will be migrated back if the outstanding amount is not settled within 7 days. A migrate back will result in the ADSL Line being suspended and completely cancelled 30 days thereafter if the outstanding amount is not settled.

Payment for the rental of the ADSL Line is due before the 1st of every month, failure to pay will result in the ADSL line being migrated back. Should you approach Telkom directly to have your telephone number ported, the ADSL service on your line will automatically be cancelled. Please advise us of your intent to port (move) your telephone line to a new address so that we may arrange for the ADSL line to be moved together with your telephone line. Should an incorrect telephone number be provided for the ADSL line and the service is successfully activated, the client will be liable for any costs arising from the activation of the ADSL Line service.

Please also note that ADSL lines are not cancelled during the month but only at the end of the month, if you wish to have your line cancelled during the course of a month you will not be refunded any monies already paid for that month and the cancellation may be subject to early cancellation fees.

Please be aware that Telkom do not allow us to submit cancellations for a specific date. In an effort to avoid the cancellation or migrate back of the line taking place before the last day of the month we submit these applications on the last 2 working days of every month. It is possible that the cancellation/migrate back will be actioned before the last day of the month or only take place the following month.

Please note that as standard practice the up to 20Mbps VDSL service is activated by Telkom as an ADSL2+ service which has a lower upload speed than the VDSL service. Please contact us on 0861 300 900 or lines@internet.co.za should you wish to change to VDSL. We will then submit a request to Telkom to have the line changed to VDSL if possible. The upload speeds for up to 20mbps ADSL2+ are 1Mbps and the upload speed for up to 20Mbps VDSL is 2Mbps.

Queries pertaining to your ADSL line can be directed to lines@internet.co.za during office hours, if you are experiencing technical difficulties you can contact our 24 hour Support Line on 0861 300 900.

Telkom terms and conditions can be found at: http://www.telkom.co.za/sites/aboutus/regulatory/termsandconditions/

Fibre Broadband Access

is supplied as a best effort service by the Fibre Line Provider. Warranties on equipment/hardware supplied during the installation are held by the Fibre Line Provider or their chosen Representative and remain their property. In order to use the Fibre Data purchased from Neotek a Fibre router/modem is required, this router/modem needs to be purchased by the client. Only approved (ICASA, SABS) hardware is permitted to be used, un-approved hardware connected to the Fibre Line by the client which proves to be interfering/causes damage to the service provided by the Fibre Line Provider/ Neotek or its infrastructure is not permitted. Any costs which arise due to damage and repairs caused by the connection of un-approved hardware by the client will be for the clients account.
Areas marked as available on the map may not be Fibre ready at your particular address due to a number of factors. Pre-orders do not guarantee that Fibre will be available at your particular address once the planned project has been completed. Should we not be able to proceed with your application we will advise you thereof. Installations are typically completed within +- 30 days, this timeframe is however not guaranteed. Neotek only offer Fibre to the Home services through our Fibre Line Providers at this time.

Fibre line installations and connections are subject to an installation and connection fee which is prescribed by the Fibre Line Provider. Additional fees may apply should trenching or additional cabling be required to complete the installation. Additional fees may also apply should a re-installation or indoor transfer (move line within the same premises) be required. Neotek, the Fibre Line Provider or its Contractor will make any additional charges known to the client and the client will be required to accept or reject these charges before the order is completed. Please note that should the service be ordered and the incorrect address is supplied, the client will be responsible for all charges relating to the order placed at the incorrect address.

An additional fee may be charged as prescribed by the Fibre Provider for re-grading the speed of a fibre line as well as outdoor transfers (new address) and transfers between Internet Service Providers. Downgrades may require 30 days’ notice depending on the Fibre Provider, the earliest date for a downgrade request will be displayed in the Client Control Panel when submitting the request. Cancellations for fibre lines are only submitted at the end of each month, the cancellation request must be submitted via the Client Control Panel at least a calendar month before the cancellation date, the earliest available cancellation date will be shown in the Client Control Panel. Cancellation requests which do not adhere to a calendar months notice requirement are subject to Early Termination Fees which will need to be settled before the cancellation request is processed, this fee is prescribed by the Fibre Line Provider. Transfers between Service Providers are handled in the same manner as a new installation and are typically completed within +- 30 day, this timeframe is however not guaranteed.

An additional fee of up to R2 000.00 may be charged on faults logged which are found to be caused by faulty hardware or user error. This amount will be charged to your account once we are advised of the charges by the Fibre Line Provider.

By completing the order it is deemed that consent has been received from the landlord, owner or body corporate for the installation of the service.

The available capacity on the network is shared between all users of Neotek bandwidth. Acceptable Usage Policies are attached to Uncapped Services. Capped services whilst the majority of the time will remain untouched may be shaped or throttled should the demand on the network and available capacity be affected. Capped services will generally receive priority through-put on our network provided there is no rise in demand or extenuating circumstances affecting the performance of the network.

Capped Services
Rollover of Data
Unused data rolls over to the following renewal month (calendar month) for a period of 3 months. Rolled over data will be used first from the 1st of each month and thereafter the renewal data will be used. Rollover data consists of unused renewal data and unused top up data.

The most recent rolled over data will be used first, working on a system of last in first out.

EXAMPLE
The monthly renewal on a 10GB service is 10GB. The monthly renewal on a service is 10GB. In the last 3 months the following amounts of unused data have rolled over, March 1GB, April 2GB, May 2GB. On the 1st of June the service will renew and 10GB will be allocated together with the 4GB which has rolled over from March to May. Usage from the 1st of June will be deducted from the rolled over data from May then April then March, only once the rolled over data of 4GB has been exhausted will the renewal data of 10GB start being used. Should there be any unused data by the end of June, this data will rollover to July and the process will begin again. Should usage not reach the rolled over data for March it will fall away.

Rollover of Data is only applicable to services which are paid up to date and are renewed monthly. If your debit order or credit card payment fails for any reason you will not be able to use any Rollover Data until all services are paid up to date. Should you cancel your service any accumulated rollover data will fall away and cannot be reinstated if the cancellation date has passed and the service is restored.

Uncapped Services
Uncapped services do not carry a usage limit (cap) but speeds will be limited to the speed of the Fibre line. The service is for personal use only and may not be resold, shared or used for commercial purposes. The use of our uncapped services by WISP’s (wireless internet service provider) is strictly prohibited.
All uncapped products carry an Acceptable Use Policy which can be found here, please take the time to read through it as important information is communicated there-in. By accepting the Terms and Conditions, you also agree to the afore-mentioned AUP (Acceptable Use Policy).

Uncapped services are billed on a calendar month basis (1st to last day of the month) and payment is due in advance by the 1st of each month.

Cell C to MTN Replacement Offer


Clients provided with an MTN replacement SIM and free Cat6 router are subject to the following cancellation policy. By updating the location where the service will be used and delivery address it is deemed that the client has read and understands the cancellation policy and wishes to convert their service as offered.
Should the service be set to cancel within 6 months of the activation date of the new sim a cancellation fee of R999.00 will become payable before the cancellation is processed together with a calendar months notice. Should the monthly payment for the service fall into arrears the service will be cancelled and the cancellation fee of R999.00 will automatically be billed to the clients account.

All Cell C 100GB and 200GB services will automatically terminate as of 30 November 2019 regardless of acceptance of this offer.

Telkom Fixed LTE


Telkom Fixed LTE is a best effort service with no minimum service levels offered. Speeds will differ according to the type of connection made. Average speeds within the specified coverage areas range between 10Mbps and 50Mbps. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, interference around and within the property.
The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations require a minimum calendar months’ notice (promotions may carry additional t’s & c’s) and must be submitted via the Control Panel, cancellations cannot be set on the last 2 days of each month. The service can be set to upgrade or downgrade at any time (except the last 2 days of each month) but the new service will only be effective from the 1st of the following month. The monthly data is referred to as anytime data, free data which can be used between 12am and 7am is referred to as night surfer data. Anytime data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and the night surfer data is valid for 30 days from purchase (not exceeding the month of purchase). You are able to purchase additional data should your monthly allocations run out. This is a once off purchase which you pay for immediately. Unused data will only rollover if the service is active and paid up to date. Unused anytime top up data is valid for 60 days from purchase and night surfer top up data is valid for 30 days from purchase.

Data is used in the following sequence:

Anytime data
Anytime top up data
During Night Surfer Hours 12am to 7am

Night surfer data
Anytime data
Anytime top up data
Data usage information and data balances are provided to Neotek once every 24 hours by Telkom. This information will be updated as received and can be viewed in the Control Panel.

This service is a mobile wireless service which can be used anywhere within Telkom Fixed LTE Coverage areas. Neotek will not provide Support Services when the service is used outside of a coverage area. Clients who proceed with the purchase of the service and are not covered under the Coverage Map at the address they intend to use the service at do so at their own risk, service is in no way guaranteed in areas not displayed on the coverage map.

Services purchased packaged together with a modem must be used in the modem provided, failure to do so may result in the service not working. The make and model of the modem will be determined at Telkom’s discretion.

The modem carries a 1 year Warranty if ordered through Neotek together with the Telkom SIM, device warranty claims for the modem will be handled by Neotek who will deal directly with the Supplier on the clients behalf.

In line with the Consumer Protection Act, Neotek has a 5 business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. The cost of returning the device is the responsibility of the client and will be charged to the clients account if arranged by Neotek.

A prorata invoice will be generated on the day of purchase and debited accordingly. On the day of activation, we will allocate a prorata amount of data. We will re-calculate the amount due according to the date of activation and credit the initial prorata invoice generated on the purchase date. Any credit amounts will be used towards the next invoice due and any amounts due will be processed immediately against the default payment method on the profile.

The only payment method that will be accepted for the purchase of this service is Credit Card, please note that any other services already on the profile which the purchase is being made on will automatically update to Credit Card. The SIM/Device will be delivered within 10 business days from the date of order, provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 72 hours for activation of the service.

The purchase of the Telkom Fixed LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Neotek, as such please be advised that your personal details will be received by the courier, courier company and Neotek. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Together with these Terms & Conditions the purchase and use of this service is subject to the Terms & Conditions of Telkom SA SOC Limited which can be found here: http://www.telkom.co.za/about_us/regulatory/terms-and-conditions.shtml

MTN Mobile Data


Mobile Data
Mobile data is a monthly billed service unless otherwise stated. Mobile Data is subject to the same Terms and Conditions as ADSL data, for the purposes of Payment, Termination and Monitoring of Usage except where specified.

Mobile Data is subject to the Regulation of Interception and provision of Communication-related information Act where applicable (RICA). When a purchase for mobile data is made it is deemed that you have read, understood and accepted all Terms & Conditions pertaining to the purchase.

If you have any queries please contact us before making any purchase for any service through this website, our 24 hour, 7 day a week support number is
0357721480

Coverage and Signal Availability
Service delivery of Mobile data is dependent on signal availability and demand for data services in any particular area. Neotek does not warrant or guarantee service for any specific areas, whilst every effort will be made to give clients an indication of possible service (via the Coverage Map). Neotek accepts no liability should the aforementioned map differ to actual data service experienced.

LTE
SIM cards provided by Neotek are not automatically LTE enabled. LTE capable Neotek Mobile SIMS can be activated for LTE services via the Client Control Panel. Activation of LTE on the SIM is within 72 hours of the request. Clients using their own MTN SIM for Neotek Mobile Data will need to request the activation of LTE with MTN directly.

An LTE capable device is required in order to obtain LTE speeds.

Purchasing of Data and Devices
Neotek reserves the right to limit the quantity of purchases made. Data and devices may only be purchased via credit card or debit order. EFT, Stop Order and Cash Deposits are not accepted. Your order will be shipped once your payment has been cleared.

All purchases of data are prorated on the day of purchase, both the data allocation and price are prorated. Should delivery of your SIM occur the month after it was purchased the data allocated on the SIM will be calculated from the date of purchase to the last day of the month it was purchased in.

Credit Card payments are cleared within 24 hours and Debit Order payments can take up to 10 working days to clear. Your order will be shipped on the first working day of your payment being cleared.

Rollover of Data
Unused data rolls over to the following renewal month (calendar month) for a period of 3 months. Rolled over data will be used first from the 1st of each month and thereafter the renewal data will be used. Rollover data consists of unused renewal data and unused top up data.

The most recent rolled over data will be used first, working on a system of last in first out.

EXAMPLE
The monthly renewal on a 10GB service is 10GB. In the last 3 months the following amounts of unused data have rolled over, March 1GB, April 2GB, May 2GB. On the 1st of June the service will renew and 10GB will be allocated together with the 4GB which has rolled over from March to May. Usage from the 1st of June will be deducted from the rolled over data from May then April then March, only once the rolled over data of 4GB has been exhausted will the renewal data of 10GB start being used. Should there be any unused data by the end of June, this data will rollover to July and the process will begin again. Should usage not reach the rolled over data for March it will fall away.

Rollover of Data is only applicable to services which are paid up to date and are renewed monthly. If your debit order or credit card payment fails for any reason you will not be able to use any Rollover Data until all services are paid up to date. Should you cancel your service any accumulated rollover data will fall away and cannot be reinstated if the cancellation date has passed and the service is restored.

Device Support
Technical support is provided for the setting up of the APN on the client’s device. Neotek does not offer support on applications or set-up of device applications such as email.

Existing SIM
Clients are able to use Neotek Mobile Data on their existing contract MTN sim (not available on prepaid MTN sim’s). The client’s use of their existing MTN contract sim is subject to the same Terms and Conditions as all other Neotek Mobile Data products and services. Should we fail to verify your MTN sim with MTN for provisioning of Neotek Mobile Data your order will be deleted (all purchases within the order) and the purchase/s will need to be re-purchased.

“Topping-up” Data
Mobile data clients are able to top up their data should they exhaust it at any time during the month. This top-up can be done via the Control Panel or Mobile Control Panel. Data that has over run the purchased data total will be deducted from your next top-up. Example, 500mb purchased, 550mb used before capping takes place, top-up with 500mb, 450mb will be allocated.

ADSL Voucher Transfer
An ADSL voucher purchased from our retail partners can be converted to mobile data via the Control Panel. The conversion table below applies to the ADSL voucher purchased and transferred:

1 Gig Prepaid ADSL Voucher = 100 Megs Mobile Data
2 Gig Prepaid ADSL Voucher = 500 Megs Mobile Data
3 Gig Prepaid ADSL Voucher = 1 Gig Mobile Data
4 Gig Prepaid ADSL Voucher = 2 Gigs Mobile Data
5 Gig Prepaid ADSL Voucher = 3 Gigs Mobile Data
The 4-for-1 ADSL Voucher promotion does not apply when converting an ADSL voucher to mobile data. Please take special note that you cannot transfer data on a voucher that has already been activated (activated by means of logging into the voucher via the voucher control panel or entering the username and password onto your ADSL modem/router).

Cancellation of Data
If a data product is cancelled the SIM card linked to the product including any unused data will be cancelled on the requested date. If the client has opted to use their own SIM, the Neotek Mobile Data service will be discontinued on their selected SIM. Once cancellation of the SIM has taken place it cannot be reactivated.

Failure to Pay
Should we not receive payment for data purchased the data together with the SIM provided will be cancelled. If the client has opted to use their own SIM, the Neotek Mobile Data service will be discontinued on their selected SIM. Once the SIM has been cancelled it cannot be reactivated.

Mobile Devices, Warranty and Exchange/Return Policy
Certain Mobile Devices are only available to be purchased together with a Mobile Data product and cannot be purchased as a stand-alone product. Neotek has a 7 business day device return policy from date of purchase. Units returned must be returned as shipped (i.e same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. Neotek will NOT arrange collection of units for exchange or return (or cover related costs). The client will be responsible for arranging for the unit to be delivered to Neotek or the Supplier. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics

All Mobile Devices are covered by a product specific warranty as per the manufacturer’s warranty, for the repair or replacement of faulty units. The warranty is limited to items covered by the manufacturer only. The warranty does not cover any damage deemed to have been caused by the client’s misuse or mistreatment of the product (including damage due to improper return shipping of the product for exchange or return). Using incorrectly sized SIM cards and any physical damage as a result, is deemed to be improper use or abuse of the product. This effectively voids the manufacturer’s warranty and therefore will not be exchanged or returned. This further extends to the use of unapproved accessories or modifications which effectively void the warranty on the product. In such circumstances, Neotek nor the Supplier will be liable to repair or replace any such devices and no further correspondence will be entered into once the device is deemed to be out of warranty.

Failure to abide by Neotek’ policy can result in deductions to the claimed refund or rejection of claims for refund or exchange.

Device warranty claims for Xiaomi products are supplied and serviced by Mobile in Africa, warranty claims for these products will not be facilitated by Neotek unless otherwise stated.

The Warranty on Xiaomi Smart Phones is 12 months, the battery and accessories provided with the smart phone carry a 6 month Warranty.

Device warranty claims for Huawei products and devices will be handled by Neotek who will deal directly with the Supplier on the clients behalf.

The warranty on Huawei devices is 12 months.

In order to speed up warranty claims and repairs we are required to provide the purchaser’s contact details to the suppliers. These details are provided to the supplier on condition that it may only be used to verify the purchase of the product and will not be used in any other manner.

Xiaomi Products and Devices
Mobile in Africa
https://mia.africa.com/za/support

Please note that the Delivery of Xiaomi Devices once payment has cleared are handled by the Supplier and not Neotek, all Deliveries which include a SIM Card are subject to RICA Verification and you may be required to provide certain documentation on Delivery. Please refer to the section below on Identity Verification Requirements for more information on RICA.

Identity Verification Requirements (RICA)
By accepting the Terms and Conditions for RICA you undertake to inform any persons that the purchase is intended for of the Terms and Conditions herein and their responsibilities in terms of the RICA Act.

All Data products are subject to RICA verification, as stipulated by law (Regulation of Interception of Communication Act of 2008). Clients are required to produce a legible copy of their valid Identity Document or Passport and proof of residential address. Non-South African citizens may submit a copy of their valid Passport. Verification documents must contain photo identification and must be a barcoded form of identification. Failure to produce the required aforementioned information will result in the product not being activated, regardless of any amounts billed.

Delivery of the data product will not take place if the required documentation is not produced and successfully verified. RICA verification must be done in person, for each new purchase of a data product regardless of whether the person/s has been RICA’ d previously. The drivers of the courier service used by Neotek are RICA agents and will RICA the user upon delivery of the order. The person who will use the SIM is the person who will be vetted and must therefore be available to accept delivery. Under no circumstances will someone else be able to accept delivery on behalf of the user. Should the order be for business purposes an authorized representative for the business must be available to accept delivery and be vetted in his/her own capacity on behalf of the business. Clients will be required in terms of the Act to keep their physical address updated with Neotek for a period of five (5) years from the date of purchase. The RICA verification for individuals younger than 18 years of age must be performed by their Legal Guardian on their behalf.

The following documentation together with legible copies thereof will be required for the RICA verification; the copies will be retained by the person delivering your RICA product:

For a Natural Person:
Proof of Identification
Proof of Physical Address (Home Address)
For a Business:
Proof of Company Details
Proof of Address
Letter authorising selected representative to act as representative on behalf of the business
Proof of Identity for the representative
Proof of physical home address of company representative
The following documents are accepted for verification purposes:

Identity Verification (Natural Persons and Company Representative):
Green bar-coded South African ID book
Valid temporary ID issued by Home Affairs
Valid South African passport
New bar-coded ID cards
For Non-South African citizens – Passport or valid VISA / permit
Company Detail Verification (Businesses):
Company registration documents
Tax Clearance Certificate
SARS registration documents, or
Any other Government issued documents containing the Company details
Proof of Physical Address (Natural Persons, Businesses and Company Representatives):
Lease Agreement (not older than 12 months)
Municipal Account (not older than 3 months)
TV License (not older than 12 months)
Telephone Account (not older than 3 months)
Bank Statement (not older than 3 months)
Retail account which is delivered to that address on a regular basis (not older than 3 months)


RAIN Fixed LTE-A – LTE Advanced


The LTE-Advanced service is provided on the RAIN Network and is a best effort service with no minimum service levels offered. Speeds within specified coverage areas displayed on the coverage map generally range up to 50Mbps. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, interference around and within the property.
The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations must be submitted via the Control Panel the month before the cancellation must take place e.g. Cancellation must be set in October for cancellation at the end of November. The service can be set to upgrade or downgrade at any time (before the 25th for debit order clients) but the new service will only be effective from the 1st of the following month. Monthly data is allocated on the 1st of every month and any unused data will rollover into the following month (one month rollover).

You are able to purchase additional data should your monthly allocation run out. This is a once off purchase which you pay for immediately. The topup data is valid for 30 days from purchase and will expire thereafter, E.G. You purchase 1GB of topup data on 15 September, you have until the end of the day (23:59) on 14 October to use this data, any data not depleted by 23:59 on 14 October will expire.

Data is depleted from the 1st of each month as follows:

Unused Top-up data from the previous month is depleted first, if applicable
Rollover data will be depleted second, if applicable
Monthly data allocation will be depleted last.
This service is a mobile wireless service which can be used anywhere within Rain Coverage areas. Neotek will not provide Support Services with regards to coverage where the service is used outside of a Rain Coverage Area. Clients who proceed with the purchase of a Rain service and are not covered under the Rain Coverage Map at the address they intend to use the service at do so at their own risk, service is in no way guaranteed in areas not displayed on the Rain Coverage Map. The Rain SIM supplied must only be used in an approved compatible device (listed below). Neotek will not provide Support Services if the SIM is used in a non-compatible device.

Approved Compatible Devices
Huawei B618
Huawei B315
Huawei B2338
ZTE MF253
ZTE MF283+
ZTE MF286
TP-Link MR200
The Approved Compatible Devices carry a 12 month Warranty if ordered through Neotek with their SIM, device warranty claims for the Approved Compatible Devices will be handled by Neotek who will deal directly with the Supplier on the clients behalf.

In line with the Consumer Protection Act, Neotek has a 7 business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. If the router is returned within 7 days from delivery it will be refunded or replaced with a new unit. The cost of returning the device is the responsibility of the client and will be charged to the clients account.

Your initial purchase of data will be billed prorata and you will receive prorata data. A prorata invoice will be generated on the day of purchase and debited accordingly. On the day of activation, we will allocate a prorata amount of data, because the invoice was calculated and generated on the day of purchase and not the day of delivery we will re-calculate the amount due according to the date of activation and credit the balance to the clients account.

Clients signing up before the 30th of November 2017 will receive double their monthly data every month until 30 November 2018. Upgrades/Downgrades only take effect on the 1st of the month following the request, upgrades/downgrades set in November 2017 will only take effect on 1 December 2017 and will not qualify for the Double Data Promotion as the Promotion ends on 30 November 2017. The service must be renewed monthly in order to qualify for this Promotion.

The SIM and Device will be delivered within 10 business days from the date of order, provided payment has cleared. Once delivered please allow up to 24 hours from the time the SIM Card is inserted for the data to be allocated. Please note that the SIM must be inserted into an Approved Compatible Device within 48 hours of taking delivery, failure to do so will result in the SIM being deactivated.

Please note that the purchase of the Rain LTE service is subject to RICA and you will be required to provide certain documentation on delivery of the device, the requirements will be communicated to you. Delivery of the SIM/Router is facilitated by Digital Planet on behalf of Internet Solutions and Neotek. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Digital Planet and Internet Solutions, as such please be advised that your personal details will be received by the courier, Digital Planet and Internet Solutions. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Please be advised that deliveries will not take place between 21 December 2017 and 5 January 2018.

Cell C Fixed LTE


Cell C Fixed LTE is a best effort service with no minimum service levels offered. Speeds will differ according to the type of connection made. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, interference around and within the property.
The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations require a calendar months’ notice and must be submitted via the Control Panel, cancellations cannot be set on the last 2 days of each month. The service can be set to upgrade or downgrade at any time (except the last 2 days of each month) but the new service will only be effective from the 1st of the following month. Unused monthly data does not carry over and will expire at the end of each month.

You are able to purchase additional data should your monthly allocation run out. This is a once off purchase which you pay for immediately. The topup data is valid for 30 days from purchase and will expire thereafter, monthly data allocation will be depleted first, thereafter topup data. E.G. You purchase 1GB of topup data on 15 September, you have until the end of the day (23:59) on 14 October to use this data, any data not depleted by 23:59 on 14 October will expire.

This service is a mobile wireless service which can be used anywhere within Cell C Fixed LTE Coverage areas. Neotek will not provide Support Services when the service is used outside of a Cell C Fixed LTE Coverage Area. Clients who proceed with the purchase of a Cell C Fixed LTE Data service and are not covered under the Cell C Fixed LTE Coverage Map at the address they intend to use the service at do so at their own risk, service is in no way guaranteed in areas not displayed on the Cell C Fixed LTE Coverage Map.

You can use any LTE compatible device but we recommend these devices:
Huawei B618
Huawei B315
ZTE MF910+
ZTE MF253
The Recommended LTE Devices carry a 12 month Warranty if ordered through Neotek with their SIM, device warranty claims for the Recommended LTE Devices will be handled by Neotek who will deal directly with the Supplier on the clients behalf.

In line with the Consumer Protection Act, Neotek has a 5 business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. If the router is returned within 5 days from delivery it will be refunded or replaced with a new unit provided the unit is returned in the same condition it was received. The cost of returning the device is the responsibility of the client and will be charged to the clients account.

Your initial purchase will be billed prorata and you will receive prorata data. The only payment method that will be accepted for this service is Credit Card, please note that any other services already on the Profile which the purchase is being made on will automatically update to Credit Card. A prorata invoice will be generated on the day of purchase and debited accordingly. The SIM and Device will be delivered within 5 business days from the date of order, provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 24 hours from the time the SIM Card is inserted into an LTE compatible device for the data to be allocated.

The purchase of the Cell C Fixed LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Neotek, as such please be advised that your personal details will be received by the courier, courier company and Neotek. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law.

Telkom LTE Router Promotion


This Promotion starts on 30 August 2019.
The packages on this promotion are bundled packages and are broken down in the table below:
These packages are valid for a period of 24 months from date of signup provided the signup is completed within the Promotional period.

In Promotion Package Bundles

Package Bundle Anytime Data Bonus Data Night Surfer Data
20 GB + 10 GB = 10 GB 10 GB 10 GB
40 GB + 20 GB = 20 GB 20 GB 20 GB
70 GB + 50 GB = 50 GB 20 GB 50 GB
100 GB + 100 GB = 50 GB 50 GB 100 GB
200 GB + 200 GB = 100 GB 100 GB 200 GB
Out of Promotion Package Bundles

Package Bundle
(First 24 months) Package Bundle
(After 24 months) Anytime Data Night Surfer Data
20 GB + 10 GB 10 GB + 10 GB 10 GB 10 GB
40 GB + 20GB 20 GB + 20GB 20 GB 20 GB
70 GB + 50 GB 50 GB + 50 GB 50 GB 50 GB
100 GB + 100 GB 50 GB + 50 GB 50 GB 50 GB
200 GB + 200 GB 100 GB + 100 GB 100 GB 100 GB
Neotek will provide the client with a free router valued at up to R1999.00, the make and model thereof is determined at Neotek’ discretion. The SIM must be used in the modem provided, failure to do so may result in the service not working.

Should the service be set to cancel within 6 months of the activation date a cancellation fee of R999.00 will become payable before the cancellation is processed together with a calendar months notice. Should the monthly payment for the service fall into arrears the service will be cancelled and the cancellation fee of R999.00 will automatically be billed to the clients account.

Downgrades to a smaller package/service/speed from what was originally purchased will not be permitted within 6 months of the activation date.