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Help & Support for Waka Net Fiber.

Terms and ConditionsTerms and Conditions

“The following terms and conditions apply to the MTN WakaNet Fiber (‘the Service’). By requesting for and activating this service, you will be deemed to have read, understood, and accepted these terms and conditions:

The Service
This service is a fixed Home Internet solution that uses fibre optic cable provided by MTN. The fibre optic cable ensures a reliable high-speed internet connection within FUP to meet your home entertainment, education, surveillance, and home office needs.

The Internet will be available to the customer within his/her premises/home.

Eligibility
This Service is open to all customers in the areas or locations that have the MTN Home fiber infrastructure ready as indicated on the MyMTN app and website when requesting for the service, and who request for the service through the MyMTN app and the website

The Service is designed for home use and therefore for customers intending to use Internet services at home.

Accessing and Using the Service
Signing up for the Service is done via the MyMTN app and the MTN website. Once you log onto the app, go to Buy, select WakaNet Fiber, then Request Service. A map will guide you select the location you would want apply at. Ensure that;
Your phone is set to allow Location Access for the app or that GPS is on
You have switched off any VPN services ; so that the app can capture the right location coordinates as you sign up with You can download the MyMTN app from the Google Play store or the App Store or go to https://mtn1app.mtn.co.ug on your phone or the MTN Uganda website on any device.
The number that is logged into the app at the time of requesting for the service becomes the number to which the Service is linked, such that the Service is registered in the names of the customer to whom the number is registered.
The number must therefore be a fully registered MTN mobile number. This number can also be seen in the initial Service Activation email you receive when the service is first activated.

After you request/pay for the service, you will be contacted and a team will come to your premise to determine the optimal route for laying the fiber optic cable. Once this is confirmed. The Mobile Money wallet used will be the wallet for the number that is logged into the app.

After payment is made, we try to limit this entire process to 7 days. However, any delays in scheduling appointments, determining the route for the fibre optic cable may make the entire process longer.

As part of the installation process, we provide you with a Wi-Fi router to enable you to access the Wi-Fi Network within your home. We set up the Wi-Fi network and configure the username and password which you require to access the Service.
Should you require any support once the Service is activated, our Customer Support team can be reached 24/7 using any of the options below:
Call: 0771001000
WhatsApp: 0772123100
Email: customerservice.ug@mtn.com

MTN will only handle support queries related to the WakaNet Fiber service, and not device (desktop, laptop, tablet, or phone) or private local network queries. Should you have a problem with your devices or private local network, you need to contact your private technical support for assistance.

Once activated, you access the Service using the password provided. You must exercise all due care and diligence to always ensure the secrecy and confidentiality of the access password. You should take care not to disclose your access password to any third party or aid access to the Service to third parties outside your home or beyond your control.

You shall not use and shall ensure that no other person using your access to the Service uses the Service:  i. for resale or redistribution to any other person or entity; or
ii. for storing, reproducing, transmitting, communicating, or receiving any Offending Material; or iii. for fraud or for any criminal purpose or in a manner that is contrary to any regulatory or legal requirement; or
iv. to cause annoyance, inconvenience, or needless anxiety to any person;
v. contrary to any other instructions that may be communicated to you by MTN from time to time.

Charges
a) You can choose from any of the following packages:
Wakanet Lite Up to 10Mbps Ugx 130,000.
WakaNet Standard Up to 20Mbps Ugx 195,000
WakaNet Premium Up to 40Mbps Ugx 295,000
b) Payment for the Service is every thirty (30) days in advance. If you do not pay on time, the service is suspended and only reactivated when you make your monthly payment.

  1. c) Please note that speeds may vary during peak hours.
    d) Advance payment or subscription renewal is done on the MyMTN app, while logged in with the same number that is linked to the Service.
    e) MTN may in its sole discretion amend fees charged from time to time and the amendments thereto shall take effect as communicated by MTN.

Performance & Fair Usage Policy (FUP)
To ensure that all customers can enjoy an optimum service, the Service is subject to a Fair Usage Policy as outlined below:
Rules

  • The monthly quota is valid for 30 days and will run from the day of activation.
  • Once you exhaust the monthly quota before day 30, your speed will be throttled. Refer to the table below.

General FUP

Package Maximum Speed Monthly Quota Speed after Quota is used up
WakaNet Lite 10 Mbps 600 GB 3 Mbps
WakaNet Standard 20 Mbps 1,200 GB 5 Mbps
WakaNet Premium 40 Mbps 1,800 GB 6 Mbps
WakaNet Prestige 60 Mbps 2,400 GB 8 Mbps

 

Gaming and Peer 2 Peer FUP

Package Gaming Traffic Max Speed Peer to Peer Max speed
WakaNet Lite 3 Mbps 512 Kbps
WakaNet Standard 6 Mbps 1 Mbps
WakaNet Premium 12 Mbps 2 Mbps
WakaNet Prestige 24 Mbps 4 Mbps

The indicated speeds are what is available on your WakaNet Fiber connection, and not for every device that is connected to the Wi-Fi network supported by your connection.

Consent.
By signing up for the Service, you grant MTN and/or its subcontractors’ permission to make alterations to your home premises MTN considers appropriate which may include, without limitation, drilling of a hole on the exterior walls for a cable to enter the building, install a wall mount-Router for use with the Fiber Optic Cable and other related equipment.
We may hold and use information provided by you or obtained from our suppliers and marketing organizations for several purposes, which may include:
i. Carrying out any activity in connection with a legal, governmental, or regulatory requirement affecting us, in connection with legal proceedings or in respect of prevention, detection or prosecution of any crime or fraud.
ii. Monitoring or recording of access to voice or data services for our business purposes such as quality control and training; prevention of unauthorized use of our telecommunications system; ensuring effective systems operation; and to prevent or detect crime.
iii. For reasonable commercial purposes connected to your use of the services, such as marketing and research related activities, and to enable us to supply you with the goods, services and information you have requested.
iv. To ensure that content from the MyMTN app is presented in the most effective manner for your convenience.
v. To administer, support, improve and develop the MyMTN app
vi. for use by our lawyers in connection with any legal proceedings

We may be required by law or industry or business practice to provide other mobile telecommunications operators with your information for various justifiable reasons such as, but not restricted to, where any Equipment is reported lost or stolen, to request them to bar access to their systems and assist in recovery, where possible

We may also provide details of name and transactions using our Network to a credit reference bureau, or other agency, for circulation to other credit grantors who may use the information to determine your credit ratings.

We will send to you advertising messages in respect of our services or products and those of other third parties from time to time and where possible, we will give you an opportunity to opt out of the service.

Equipment and Care
a) For purposes of accessing the Service, MTN provides you with Customer Premise Equipment (Fiber Cables, faceplate, Wi-Fi router) to assure compatibility of its Network and Services. You must not in any way interfere with, alter, or modify the Customer Premises Equipment or any embedded software supplied as part of the Customer Premises Equipment nor allow anyone (other than a duly authorized MTN representative or sub-contractor) to do so.
b) You acknowledge and agree that the Customer Premise Equipment shall at all times belong to and remain the property of MTN throughout the duration of this Service and that upon customer inactivity for 5 months or termination of the Service, MTN shall, at its discretion, recover from your premises all of the said Customer Premises Equipment.
c) You agree to be fully responsible for good care of the Customer Premise Equipment for the duration of the Service and to immediately notify MTN of any damage or loss to the same. You also agree to cooperate in the removal and recovery of the equipment by a duly authorized MTN representative or sub-contractor upon the termination of the Service, including allowing MTN access, without delay, to your premises to uninstall and recover the equipment.
d) You are responsible for the care and safety of the Customer Premises Equipment and you must not add to, modify, reverse engineer, decompile or in any way interfere with the Customer Premises Equipment or any embedded software supplied as part of the Customer Premises Equipment nor allow anyone (other than a duly authorized MTN representative) to do so.
e) Any devices or Customer Equipment connected to the Customer Premises Equipment or otherwise used to access the Services must be technically compatible with the Customer Premises Equipment and the Service and shall be connected and used in accordance with such reasonable instructions, safety and security procedures as may be advised by MTN at the time of installation.
f) You shall be liable to MTN for any loss of or damage to the Customer Premises Equipment, except where such loss or damage is due to fair wear and tear or is caused by MTN, or anyone acting on MTN’s instructions.
g) MTN accepts no liability for any loss suffered by you or any third party as a result of the misuse of the Customer Premises Equipment or for any accidental damage.
h) Without prejudice, MTN shall only be responsible for the replacement of the Equipment in the case of manufacturer’s defects covered by Warranty. MTN shall use reasonable endeavors to extend to you the benefit of any warranty as may be provided to MTN (subject to any limitations and restrictions thereon) by the manufacturers of such Equipment, provided that any expense reasonably incurred by MTN in extending such benefit shall be payable by you.
i) You shall immediately notify MTN of any fault, damage, loss, or theft of any Customer Premise Equipment and shall be responsible for its replacement costs at the prevailing retail costs of the equipment. Such replaced Customer Premise Equipment shall remain the property of MTN.
j) Save for the above, all conditions or warranties in relation to any MTN Equipment including the Customer Premise Equipment are excluded to the fullest extent provided by law including but not limited to any warranties and conditions expressed or implied by statute. Any warranty in relation to the Customer Premise Equipment will be deemed null and void should any damage or failure be as a result of failure to protect the Equipment by use of appropriate uninterruptible power supply or power surge systems, or as a result of any misuse of or tampering or interference with any MTN Equipment.

  1. k) You shall give possession to MTN or its duly authorized representatives any MTN Equipment that you believe to be damaged, faulty or defective, together with all Equipment documentation that was supplied to you by MTN, within ten (10) business days of finding the fault or defect. For the purpose of this clause business day means Monday to Friday between the hours of 0800 and 1700, excluding public holidays and weekends. MTN shall then expeditiously provide you with the available options to restore the Service, including replacing the defective equipment at your cost.
  2. l) If the Services are terminated for whatever reason, you shall immediately notify MTN and initiate access to your premises for MTN or its duly authorized representatives or subcontractors for the purpose of uninstalling and recovery of the Customer Premise Equipment and any other MTN Equipment.

How to Upgrade Your Service
a) You may upgrade your service at any time by simply choosing a different package at the time of renewing your subscription. Once payment is made, the service will be activated on the new package. Note however that this change can only be made after your existing subscription has expired. <br><br>

Suspension or Variation of the Service
MTN may in its sole discretion suspend or vary the Services without liability to compensate you for any period during which:
(a) MTN is required or requested to comply with an order or instruction of or on recommendation from the Government, court, regulator or other competent authority.
(b) You have not paid the Charges due.
(c) Such a suspension or variation is necessary to facilitate modifications to, or allow for planned maintenance of the Network provided that we give you reasonable notice of such suspension, termination or variation.
(d) MTN reasonably suspects or believes that you are in breach of the terms and conditions of this Agreement or any other terms and conditions referred to herein.

Service Termination.
(a) The Service may be terminated if: We have reason to believe that the Service is being used in an unauthorized or illegal way or for criminal activities or we have been instructed to cease providing the Service by any licensing, law enforcement or regulatory authority; You contact us to request for service termination.
(b) In the event of termination of the Service before expiry of an existing subscription, you will forfeit any days left to the expiry of the subscription.
(c) Once you request for service termination, you will immediately grant MTN or its representatives or subcontractors’ access to your premises to uninstall and recover the Customer Premises Equipment and any other equipment belonging to MTN which permission will not be unreasonably withheld.

Inability to Perform.

The obligation of each Party under these terms and conditions shall be suspended during the period to the extent that such Party is prevented or hindered from complying therewith by any cause beyond its reasonable control including but not limited to acts of God, war, civil commotion, industrial dispute, inability to secure materials, act or omission of carriers or suppliers, destruction of or technical challenges with the fiber or Customer Premises Equipment beyond our control or regulatory intervention. If such delay or failure continues for at least thirty (30) days then either Party may terminate the Service, upon expiry of the thirty (30) days, by notice in writing to the other. Upon such termination all amounts due to MTN from you shall immediately become due and payable.

Amendment and/or Extension of Terms.
(a) MTN reserves the right to amend or vary these terms and conditions or to withdraw the Service at any time. In any of these events, notice will be given via SMS notifications and terms will be updated on any of the media where these terms and conditions are displayed, including the MTN website, and on the MyMTN app. Any changes will be effective immediately or as at the date referred in such notifications.
(b) These Terms and Conditions are available on the MTN website www.mtn.co.ug and on the MyMTN app under WakaNet Fiber.”

How to sign up for MTN WakaNet FiberHow to sign up for MTN WakaNet Fiber

You can sign up for MTN WakaNet Fiber on the MyMTN app. Go to Buy, select WakaNet Fiber, then follow the prompts to request for the service. Ensure that you sign up while at the home location where the service is to be installed and your phone’s GPS is switched on so that the app can capture the right location coordinates.

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