LTE Connectivity
Last Updated 31 May 2021
1. GENERAL
1.1 - Intellihost does not manage or operate any of the infrastructure or towers for any LTE service. Such management is exclusively managed by the underlying provider thus any outages or service interruptions requires restores by the underlying provider. Intellihost cannot be held liable for any damage, downtime or losses which may occur during the event of service outages, including any rebates back to the client due to “downtime”.
1.2 - Pricing is subject to change at short notice due to supplier pricing changes or ROE. Such pricing changes will be communicated with you via email to the email address used when creating your Intellihost profile.
1.3 - Your signup month will only allocate pro-rata data at a reduced rate. Total amount available and amount to be paid will be discussed with the client on signup date.
1.4 - Signups after the 20th of the month will be billed for current month and following month as first payment.
1.5 - Package upgrades and downgrades must be made before the 20th of the month and will only be changed for the next / following month. Changes on or after the 20th will only be active in 2 months.
1.6 - Cancellations require 1 month calendar notice. Cancellations cannot be processed within the current month (so if you cancel in May, your package can only be cancelled end of June, regardless on which day of May you cancelled)
1.7 - Unused top up or anytime data rolls over for 1 month. Night surfer data does not roll over.
1.8 - All packages have a once-off activation fee which is non-refundable
1.9 - Packages require a minimum 6-month commitment.
1.10 - Intellihost has no control over coverage of any LTE network and coverage may be affected over time depending on new tower rollouts or outages due to faulty networks. It remains the responsibility of the client to ensure they have coverage for the package they wish to obtain and no refunds will be provided to clients who took a package where there is no network coverage in their area.
2. MTN Fixed LTE
2.1 - MTN Fixed LTE requires a specific router which has LTE-A settings. It remains the clients responsibility to ensure that they have a compatible device suitable for MTN Fixed LTE, which includes Huawei B612, B618, B535 and B525 routers.
2.2 - MTN is a "fixed LTE" service which means that once the package is activated, the package is locked to their closest tower. You will not be able to travel with your MTN fixed-LTE service. Your service will be suspended by MTN when it is detected that your router connects to a different tower.
2.3 - In the event where you need to move your service, we need 30 days notice to update the MTN system. Should you fail to notify Intellihost of your address change, your service will automatically be suspended by MTN once connected to a different area and may take up to 48 hours to rectify.
2.4 - MTN Fixed LTE is a best effort service with no minimum service levels offered. Speeds will differ and no minimum speeds are guaranteed. 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.
2.5 - 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 or via email to help@intelli.host, cancellations cannot be set on the last 2 days of each month. The service can be set to upgrade or downgrade at any time (before the 20th of each month) but the new service will only be effective from the 1st of the following month provided no Service Change rules are in place.
2.6 - You are able to purchase additional data should your monthly allocation run out. This is a once off purchase which you pay for immediately. Unused topup data will rollover for one month. E.g. Purchase 10GB of Topup data on 15 October, 6GB is used up until 31 October, the remaining 4GB will be carried over to November and will be available to use up until 30 November, thereafter it will fall away. Data that has over run the available data total will be deducted from your next top-up. Example, 100GB purchased, 105GB used before capping takes place, top-up with 10GB only 5GB will be allocated.
2.7 - Unused monthly data as well as topup data will rollover for 1 month. At the start of each month the rolled over data (monthly and topup) will be used first, once exhausted the monthly allocation will be used.
2.8 - Night time data (where applicable) is free data that is available to use everyday between 12am and 6am. Data used during these hours will be deducted from the Night time available data balance. When Night time data is depleted, the available monthly data will be used. Night time data is Promotional data and Intellihost reserves the right to withdraw it should it be deemed necessary.
2.9 - This service is a Fixed LTE service which is only available on LTE Technology (excludes 3G and 2G technologies). The service is only available at pre-defined locations as provided by MTN. During the sign up process availability will be determined according to the address provided, this is due to service availability being limited per location/area in order to provide an optimal service experience. The sim will be locked to the location provided at sign up, this location must also be the location where the first connection is made and cannot be used at another location. We reserve the right to permanently suspend and cancel a service that is found to be moved to different geographical locations often. MTN will allow one change in location per year, please provide us with 30 days' notice thereof in order for us to submit the request timeously. Should the new location not be within MTN Fixed LTE Coverage the service will need to be cancelled. The standard cancellation policy and applicable fees will apply.
3. Telkom LTE
3.1 - Telkom 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.
3.2 - 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 or sending an email to help@intelli.host, 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. Where applicable 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. Where applicable unused data will only rollover if the service is active and paid up to date. Where applicable unused anytime top up data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and night surfer top up data is valid for 30 days from purchase (not exceeding the month of purchase).
3.3 - Data is used in the following sequence: 1. Anytime data 2. Anytime top up data
3.4 - During Night Surfer Hours 12am to 7am Night surfer data Anytime data Anytime top up data
3.5 - Data usage information and data balances are provided to Intellihost once every 24 hours by Telkom. This information will be updated as received and can be viewed in the Control Panel.
3.6 - This service is a mobile wireless service which can be used anywhere within Telkom LTE Coverage areas. Intellihost 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.
3.7 - 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.
3.8 - The modem carries a 1 year Warranty if ordered through Intellihost together with the Telkom SIM, device warranty claims for the modem will be handled by Intellihost who will deal directly with the Supplier on the clients behalf.
3.9 - In line with the Consumer Protection Act, Intellihost 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 Intellihost.
3.10 - 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.
3.11 - The purchase of the Telkom 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 Intellihost, as such please be advised that your personal details will be received by the courier, courier company and Intellihost. 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