General Terms
- By using RSAWEB MTN Uncapped Fixed LTE service, you accept certain risks and liabilities. These terms may limit RSAWEB’s responsibilities towards you and could involve additional costs. We comply with the Consumer Protection Act, so no terms here will contravene it.
Introduction
- RSAWEB MTN Uncapped Fixed LTE is a high-speed residential broadband service using MTN’s LTE network. It’s available only in areas covered by MTN’s LTE network and will not switch to 3G or 2G. The service includes a public dynamic IP address and doesn’t support traditional mobile voice, SMS, or USSD services.
Service Details
- Availability: Offered as a stand-alone product within MTN LTE coverage areas.
- Configuration: Might require manual setup using the RSAWEB private APN (ws.RSAWEB.fwa).
- Coverage Verification: Subject to confirmation after order placement.
Usage Policies
- Your use of RSAWEB MTN Uncapped Fixed LTE is subject to:
- RSAWEB’s General Terms and Conditions
- RSAWEB’s Privacy Policy
- RSAWEB’s Acceptable Use and Fair Usage Policy
- Specific promotional terms, if applicable
- You can find all these policies at RSAWEB Legal.
Packages
- Data Plans: Offered as uncapped data plans with no Out-Of-Bundle charges. The service is only available at the address that it was ordered for and will not work at any other location.
- Data Management: Fair Usage Policy applies to ensure a balanced experience for all users.
Ordering & Activation
- Ordering: Available online or through authorised representatives.
- Acceptance: Based on correct product information and payment receipt.
- SIM Activation: Requires RICA compliance (proof of identity and address).
Contract Terms
- Start Date: Contract begins on the delivery date.
- Duration: Month-to-month basis with one calendar months’ notice for termination.
- Cooling-off Period: 5 days from activation to cancel without penalty (hardware must be returned, and SIM, delivery, and activation costs paid).
Equipment Options
- Router Choices:
- Use your own MTN/RSAWEB-approved router.
- Please note that RSAWEB cannot provide support for or be held responsible for the performance, setup, or issues related to routers that were not purchased directly through RSAWEB. If you opt to use your own MTN/RSAWEB-approved router, any technical support related to the router must be sought from the original vendor or manufacturer.
- Buy a router from RSAWEB upfront.
- Warranty: 12-month warranty for manufacturer defects (not user-induced damage).
Missed Delivery Appointments
- Delivery Appointment: When scheduling a delivery appointment for your Fixed LTE service, you agree to be present or have an authorised representative available at the specified delivery address during the agreed-upon time slot.
- Missed Appointment: Should you miss your scheduled delivery appointment without prior notice or rescheduling, an additional delivery attempt will be necessary to complete the delivery of your Fixed LTE service.
- Additional Charges: An additional charge will be applied to your account for each missed delivery attempt. This charge covers the costs associated with rescheduling and performing an additional delivery.
- Rescheduling: To avoid additional charges, you may reschedule your delivery appointment by contacting our customer service team at least 24 hours before the original appointment time.
- RICA Compliance: In accordance with RICA requirements, it is essential that the delivery address provided for your Fixed LTE service is accurate and verifiable. Our delivery team will verify your identity and documentation as required by law during the delivery process.
- Notification of Charges: You will be informed of any additional charges incurred due to missed appointments. These charges will be detailed in your subsequent billing statement.
- Customer Responsibility: You are responsible for ensuring that you or your authorised representative is available at the delivery address during the scheduled appointment time. Failure to do so may result in additional charges.
- Contact Information: For any inquiries or to reschedule your delivery appointment, please contact our courier partner, ConvergEx, on 011 615 1234.
- By scheduling a delivery appointment, you acknowledge and agree to these terms and conditions, including RICA compliance.
Billing & Payment
- Billing:
- Pro-Rata Billing: Billing will commence from the date of checkout on a pro-rata basis. This covers the period until the start of the first full billing cycle.
- Monthly Subscription: The monthly subscription will begin once the SIM card is delivered and RICA’d. The subscription is billed in advance from that point forward.
- Payments:
- Subject to the conditions above being met, billing of the RSAWEB MTN Uncapped Fixed LTE account will be triggered once the SIM card has been delivered.
- RSAWEB will bill the Customer for monthly subscription charges in advance from the time the service has been delivered.
- The Customer will be billed in advance for any additional hardware and services.
- If a Customer pays by debit order or other electronic means, his bank or third party is his agent. The Customers carry the risk of payment until RSAWEB receives the payment into their account.
- RSAWEB reserves the right to charge a debit order return fee of R12,50 (excluding VAT) for each unsuccessful debit order transaction.
- Where 2 consecutive debit orders are unsuccessful, RSAWEB reserves the right to automatically change the payment method to cash and effectively terminate the debit order mandate.
Suspension & Migration
- Suspension: Billing and service can be suspended if payment is not received.
- Migration: Customers can switch to other RSAWEB services like Fibre to the Home, subject to terms and availability.
Upgrades & Downgrades
- Flexibility: No penalties for upgrading or downgrading plans. Notify RSAWEB by the 16th of the month for changes effective the next billing period.
Relocation & Cancellation
- Relocation: Notify RSAWEB 30 days before moving within LTE coverage areas. Allowed up to 4 times a year.
- Cancellation: Requires one calendar months written notice.
- Service Interruptions & Support
- No Guarantees: Service quality and availability are not guaranteed due to the nature of the mobile network.
- Termination: RSAWEB reserves the right to suspend or terminate services for abuse or fraud.
- Changes to Terms
- Modifications: RSAWEB may change the service or terms with notice. Regularly check RSAWEB’s website for updates.
Limitation of Liability
- Direct Losses: RSAWEB’s liability is limited to one month’s subscription fee.
- Exclusions: Not liable for service interruptions, equipment issues, or customer-induced damages.
Complaints Procedure
- Resolution: Complaints can be submitted via email or social media. Acknowledged within 48 hours with feedback within 14 days.
- Escalation: If unresolved, complaints can be referred to ISPA or ICASA.
- For further assistance, contact RSAWEB’s support centre at 087 470 0000.
