Sunday, October 22, 2017
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FAQS

GENERAL

How do I get new telephone services at my premises?

Answer: You have to apply for the service by filling an application form. The forms are available at all our Customer Service Centers.

How do I get to know a company or individual fixed telephone line contact information?

Answer: You can check the number through online directory services on our webpage. Alternatively you may call the directory services by dialing 135.

Must I report when my fixed telephone line is out of order? If so, where do I report?

Answer: Currently, we are not able to automatically detect all faulty lines. Please report your faulty line by dialing Customer Care Hot line 100 or through our online self service portal.

VOICE

A. FIXED
MULTI CONFERENCE CALLING

(a) What is Multi Conference Calling?

Answer: Is the service that allows a TTCL subscriber to talk to more than one person on a single call.

(b) What are the procedures to make a multi conference call?

Answer: Caller A (with multi-conference enabled phone) dials destination number B and subscriber B answers the call Caller A presses a Recall key followed by destination number C and subscriber C answers the call Caller A repeats the second procedure to connect all members on a single conference call E.g: 022214200 > Recall > 00025472434 > Recall > 0282326781 > Recall > 0737777771 > Recall > etc

(c) How many persons can be connected for a multi conference call?

Answer: Up to 20 persons.

(d) Who is paying the bill for all calls in a multi conference call?

Answer: The initiator of a multi conference call

(e) Which tariff is applied for multi conference calls?

Answer: Normal voice tariffs are applied

(f) Is there any time limitation for multi conference calls?

Answer: No limit

MEZANI PROMOTION

(a) What is Mezani promotion?

Answer: It’s a promotion that enables TTCL customers to make free calls using fixed prepaid lines to another TTCL fixed line from 5:00 pm to 6.00 am with a monthly fee of Tsh 5000/= only.

(b) How can I subscribe to mezani promotion?

Answer: Call 100, request to be subscribed to mezani promotion by our customer service agent.

(c) Why does this service involve TTCL fixed prepaid lines only?

Answer: To encourage usage of TTCL fixed prepaid lines and bring our customers more closer at the cheapest price.

(d) With Mezani service can I make calls to other networks?

Answer: Yes, but with the remaining balance in your main account.

(e) During making a call and in mezani service, why do I get the message “contact customer service”?

  • a) Either the service commencement time is not yet, or the main account has no balance.
  • b) If it’s time for mezani service but you are making calls to other operators but without balance in your main account.

(f) How long does mezani last from subscription period?

Answer: Mezani promotion is limitless unless you prompt to unsubscribe.

(g) How long will I be getting mezani service after sh. 5,000 recharge?

Answer: You will be getting the service for thirty days.

(h) With an extra balance of 5000 in the main account, after thirty days will I be required to recharge again for mezani service?

Answer: No, the system will automatically deduct the 5000 shs only for mezani service.

(i) I’m subscribed to Mezani but can’t access the service when it reaches 5.00 pm,I get the message “your balance is not enough”!!

  1. 30 days for mezani service would have expired.
  2. Technical problem.
  3. NB: Please call number 100 for assistance.

(j) With Mezani service can I make international calls?

Answer: No, this service is for national TTCL prepaid calls only.

VIDEO CONFERENCING

(a) What is Video Conferencing?

Answer: Is a telecommunication service which allows face to face interaction among groups of people in different location.

(b) What are the requirements for this service?

  • Broadband connection with a minimum band width of 2 Mbps
  • A video conference devices

(c) How do I get this service?

  • Subscribe for bandwidth that meets minimum requirements
  • Have devices for Video conferencing
  • OR Visit TTCL offices where you will be provided with the service
PPA REMOTE

(a) What is PPA remote?

Answer: Is the service whereby a Fixed prepaid owner is capable to access his/her account anywhere within the country by using any TTCL phone.

(b) How do you Top up the family, friends and business partners’ accounts remotely?

  1. Dial 104
  2. At the voice prompt press 11 followed by #
  3. After another voice prompt press 22 followed by #
  4. Enter the area code and telephone number of the target account followed by #
  5. At voice prompt enter the 12 digits number you have revealed from the Rafiki Top Up card followed by #
  6. Listen to the balance recharged to the intended account,

OR

  1. Dial 100
  2. At voice prompt, press 11followed by #.
  3. After another voice prompt press 22 followed by # and enter the 12 digits number you have revealed from the Rafiki Top Up card followed by #
  4. Listen to the balance recharged to the intended account.

(c) Which are the functions that can be done after accessing my account remotely?

  1. You can make calls from that account remotely
  2. You can transfer credit to or from that account
B. MOBILE
VOICE

a) With my TTCL SIM card can I make calls, send and receive SMS?
Answer: Yes, you can make calls, send and receive SMS by using a smartphone which supports 3G network.

b) What are voice and SMS packages can I subscribe to under TTCL?
Answer: We have below packages:
    • Voice only (all networks)
    • Voice only (TTCL – TTCL)
    • SMS only
    • Voice and SMS
    • TTCL bundles (Voice, SMS and Data)

c) How do I subscribe to voice and SMS packages?
Answer: You can subscribe by dialing *148*30# or through customer portal.

CLOSED USER GROUP

(a) What is a Closed User Group?

Answer: Is the service for TTCL Mobile customers whereby a group of predefined members “user group” make and receive unlimited calls within the same group. A monthly subscription fee applies for each member that joins the defined CUG.

(b) How do I subscribe to this service?

Answer: Visit our nearest customer service Centre for further information including monthly subscription with other arrangements.

MULTI CONFERENCE CALLING

(a) What is Multi Conference Calling?

Answer: Is the service that allows a TTCL subscriber to talk to many people on a single call.

(b) What are the procedures to make a multi conference call?

  1. Caller A dials *60 together with destination number B and presses SEND key. Subscriber B answers the call
  2. Caller A dials destination number C and presses SEND key. Subscriber C answers the call
  3. Caller A presses SEND key
  4. Caller A repeats the last two procedures to connect all six (6) members on a single conference call E.g.: *60022214200 > SEND > 00025472434 > SEND > 0282326781 > SEND > 0737777771 > SEND > etc

(c) How many members can be connected for a multi conference call?

Answer: A maximum of 6 members

(d) Who is paying the bill for all calls in a multi conference call?

Answer: The initiator of a multi conference call

(e) Which tariff is applied for multi conference calls?

Answer: Normal voice tariffs are applied

(f) Is there any time limitation for multi conference calls?

Answer: No limit

DATA

A. FIXED
BROADBAND PACKAGES

(a) What are broadband Packages?

Answer: Are Monthly internet volume based bundles.

(b) What are the requirements for this service?

  • Fixed line
  • ADSL modem

(c) What is the speed for internet packages?

Answer: All packages offer a maximum speed of up to 8 Mbps on ADSL.

(d) Can I top up my Broadband account with extra amount for future use?

Answer: Yes! You can top up for a number of months at once. Only applicable monthly charge shall be deducted each month (provided your usage remain within your package range)

(e) What will happen if I my bundle is exhausted ?

Answer: You will be required to purchase another bundle

NDUKI BROADBAND

(a) What is Nduki Broadband?

Answer: It is unlimited internet service that enables TTCL customers to stay connected for a period of thirty days.

(b) How many nduki packages do you have?

Answer: There are four:

  • nduki bronze
  • nduki silver
  • nduki gold
  • nduki diamond

(c) What is the difference between these four services?

Answer: They are differentiated by speed

(d) What is the difference in terms of speed?

  • Nduki Bronze – up to 1 Mbps
  • Nduki Silver – up to 2 Mbps
  • Nduki Gold – up to 3 Mbps
  • Nduki Diamond – up to 4 Mbps

(e) How can I subscribe to these services?

  1. Visit any nearest TTCL customer service centre
  2. Call 100 for more information

(f) With a wireless mobile modem, can I subscribe to these services?

Answer: No: This service is for customers who own fixed landline only

MPLS VPN

(a) What is MPLS VPN?

Answer: Is a dedicated end-to-end connectivity solution to link multiple sites in different geographical locations.

(b) What are the requirements for this service?

  • A postpaid TTCL fixed line
  • ADSL modem
  • Own router
B. MOBILE BROADBAND
T-CONNECT

a) What is T- Connect?
Answer: T-Connect is the commercial name given to the super fast speed mobile internet packages offered by TTCL.

b) What is 4G LTE?
Answer: 4G LTE is a new network with high speed and higher quality internet. With 4G internet, you will have a more stable connection to the internet and get rid of the frustration of the internet buffering.The 4G network can give you up to 5 times higher speed than the existing 3G network technology.

c) How do I know if my device supports 4G LTE?
Answer: All TTCL 4G LTE devices (Routers/MI-FIs/Dongles) will be labeled with word ‘’LTE ‘’ to indicate that the device supports 4G LTE.
For mobile phones go through Settings ---- More --- Mobile Network --- Network mode / Preferred Network Mode. Thus, the mobile phone which support 4G LTE will have GSM/WCDMA/4G or LTE ,alternatively will be 2G/3G/4G or LTE.

d) How do I know if my package is expired?
Answer: Once, your 4G LTE internet package is expired, sms notification will be sent to the customer upon package expiry. Also customer will automatically redirected to the recharge portal so as to recharge.

e) What will happen if my package gets exhausted before the expiry date?
Answer: Once, your 4G LTE internet package is exhausted before the expiry date, customer will be able to activate for any other package

f) Can I subscribe to more than one package/bundle?
Answer: Yes. Multiple subscriptions are allowed but the all packages/ bundles will expire based on time of the last package/bundle subscribed.

ONE –CONNECT

a) What isOne-Connect?
Answer: One –connect is the feature which integrates fixed network and mobile network to form virtual account known as converged account. The converged account can be accessed by both fixed network subscriber and mobile network subscriber.

b) What do I need to start enjoying One-Connect?
Answer: In order for a customer to start enjoying One-connectservices, needs the following:
• A working 4G LTE SIM
• A working ADSL Line (either POP or PPA)

c) What will happen if my package in 4G device has finished before time
Answer:
• Get free service (social media)
• Continue to enjoy internet services through a ADSL device
• Enjoy other services through PAYG

d) What will happen if my package in ADSL device has finished before time
Answer:
• Get free service (social media)
• Continue to enjoy internet services through a 4G device
• Enjoy other services through PAYG

e) Can I subscribe to more than one package/bundle?
Answer: No. Multiple subscriptions are not allowed.

f) Can I re-subscribe to another package before finishing the existing package
Answer: Yes. The new package will override the existing package