B.    NETWORK TYPES/ MODE ON MTN FASTLINK MODEM

3G ONLY: Selecting this option means that the subscriber won’t be able to browse when in coverage areas lesser than 3G (such as EDGE) or more than 3G (HSDPA).

3G PREFEERED: Selecting this option means that the subscriber can browse in 3G coverage areas and areas with lower coverage such as EDGE   as well as HSDPA coverage areas

EDGE ONLY: This means that the customer cannot browse in 3G coverage areas but will be able to browse in EDGE coverage areas

EDGE PREFERED: This implies that the customer can browse in both EDGE and 3G coverage areas. However, if customer is in a 3G location, selecting this mode

means that the fastlink modem browses with EDGE and the customer experiences slow speed of surfing.

C. HOW DOES THE NETWORK MODE / TYPE SELECTED AFFECTS THE CUSTOMERS’

INABILITY TO BROWSE?

IF the LIGHT INDICATOR(the blinking one) on the fastlink modem is showing green, it means that the customer is in an EDGE zone and he may have to change his network type to 3G PREFERED or EDGE PREFERED (in case he has it on 3G only)  in order to browse

IF the LIGHT INDICATOR (the blinking one) on the fastlink modem shows deep blue or light blue, it means that the customer is in a 3G or HSDPA zone and he may have to change his network type to 3G PREFERED( in case he has it on EDGE PREFERED OR EDGE ONLY)

D.   ILLUSTRATION ON HOW TO SWITCH BETWEEN MODES / NETWORK TYPES  BELOW

On your MTN fastlink modern homepage

Drill on tools options network (3G only, 3G preferred, GPRS/EDGE only, GPRS/EDGE preferred,) select as applicable, click apply then ok.

E. HIGH RATE OF DATA CONSUMPTION ON MTN FASTLINK

My customer subscribed for 150MB data plan successfully. On checking his bundle balance (by sending 2 as a text message to 131), he got a reply that his data bundle has been exhausted when he never get to connect to the internet.

CAUSE 1: AUTOMATIC UPDATE

Since he claims not to have used the data bundle at all, it means that he either has the “AUTO UPDATE” of his computer turned on OR he has some kind of applications /antivirus updating automatically. Such updates could consume as much as 250MB ( which of course is more than the 150MB subscribed ). Thus, his data volume is

exhausted by the auto-updates.

RESOLUTION

Inform the customer of the cause of the problem and educate him or her on how to disable the auto update on his computer. In addition, the customer should also ensure that his antivirus is not auto-updating.

Please note

Ensure that the customer’s bundle is exhausted by checking on NVP before attributing the case to auto-update

CAUSE 2: OPENING HEAVY INTERNET PAGES

An internet / web page is described heavy if it contains a lot of multimedia features such as pictures, sound, videos, games etc.  Such web pages include facebook,

you-tube, 2go, twitter, BBC sport etc. Opening such web page is as good as downloading each of the multimedia features thereby consuming the customer’s data faster than expected.

RESOLUTION

If the customer has a low data subscription (e.g 10MB or 25MB) he/she should be advised to disable images from his browser setting as follows:

On your browser drill on tools internet options security (from the four options under security) drill on internet custom level scroll down to display videos and animation select

disable apply and ok.

v  CAUSE 3: ATTEMPTING TO USE “MOBILE INTERNET BUNDLE” ON A FASTLINK MODEM 

It’s highly imperative to let my customer know the difference between a mobile internet bundle and a fstlink bundle. In cases whereby a subscriber tries to use his /

her mobile internet bundle on a fastlink modem with or without taking precautions already discussed, the data is consumed in lesser time. This is mostly the case with

customers with 10MB or 25MB mobile internet bundle.

RESOLUTION

Customers with mobile internet bundle should be educated on the danger of using their data bundle on fastlink modem.

F. HOW TO DISABLE AUTOUPDATE

Drill on the start menu, type autoupdate in the search space (different options will be displayed) drill on turn on or off autoudate. Under important update click on

the drop down list, select NEVER CHECK FOR UPDATE.