Connect X – Frequent Asked Questions
What is Connect X?
Connect X is TFL’s new family of ADSL High Speed Internet plans for Home users. Connect X uses the telephone line and ADSL modem to deliver internet to your home. There are different plans with different data caps to suit light to heavy users.
What speeds can I expect on Connect X?
Download speeds are between 10Mbps to 20Mbps and upload speeds are up to 1Mbps. Your speed is also determined by the condition of the telephone line, the distance from the Telecom exchange and the location you are in so you may get lower speeds.
Where is Connect X available?
Connect X is available in all towns around Fiji, but you must be within 5km from a Telecom exchange or Roadside cabinet.
What do I need for Connect X service?
You need a working computer, a telephone line and to be located within 5km from the Telecom exchange. If you don’t have a telephone line, one will be installed for the service.
Where can I sign up for Connect X service?
You can sign up at any TFL Customer Care at Suva, Nausori, Nadi, Namaka, Lautoka, Ba, Tavua, Rakiraki, Labasa, Savusavu & Taveuni.
What do I need to sign up?
- You need to fill out an application form.
- Valid Email address – mandatory requirement
- A copy of your photo ID e.g. FNPF Card, Drivers License or valid Passport.
- A utility bill (TFL/FEA /Water) to confirm your street address.
- A letter of authorization from the telephone owner if the telephone doesn’t belong to you.
How much do I have to pay when I sign up?
You need to pay the Installation fees and Deposit (refer to application form for charges)
What is Deposit?
This is a fee that you must pay when signing up for any Post Pay Connect service. It will be refunded when you cancel your service or it will be used to clear your final bill.
The amount of Security Deposit you pay will also determine your Credit Limit and the amount you can Top Up each month.
I’m an existing Connect customer do I need to pay the Deposit?
Yes, you have to pay if the new Deposit is higher than the existing Deposit in your account.
How long does it take to get Connect X service?
It takes 5-10 working days to install Connect X service. This process involves your telephone line being upgraded to deliver internet or a new telephone installed and a Technician coming to your premises to install your ADSL modem and setup your computer.
If you are upgrading from existing plans than it will take 24 hours.
What do I get when I sign up?
New customers get a Connect X plan, an ADSL modem which will be delivered during the installation.
Existing customers who transfer don’t get anything.
Is there any contract with Connect X plans?
There are options, No Contract, 1 Year or 2 Year contracts, refer to application form for options.
Will I be charged a penalty if I breach the contract?
Termination of contract before the contract period will incur a penalty fee of 3 months rental.
Who will install Connect X service at my premises?
TFL technicians or Contractors will install the service. You will be contacted before-hand by our Dispatch officers to arrange a convenient time.
What should I do if my service doesn’t work?
You can call our Call Centre on our toll free number 11 2 777 and speak to our Customer Service Rep. Have as much details (e.g. error message) as possible to help us troubleshoot your problem faster. Call Centre hours are from 5AM to Midnight every day.
What if my service cannot be fixed over the phone?
You can either bring your laptop/modem to any Customer Care or a Technician will be sent to your home within 3 to 5 working days.
If we see that the issue is a TFL/Connect issue, there will be no charge but if we find that the issue was caused by you, there will be a fee.
How much does Connect X service cost monthly?
Different plans have different rentals, refer to application forms for monthly fees.
How much is the Installation Fee for Connect X service?
There are 3 options for installation depending on what contract you prefer;
- $200.00VIP for No Contract
- $150.00VIP for 1 Year Contract
- $75.00VIP for 2 Year Contract
Are there any hidden charges?
There are no hidden charges with Connect X service.
Can I use the telephone while I’m on the Internet?
You can use the telephone while you’re on the internet.
Where else can I use my account?
You can use your account on Connect Wifi hotspots around towns. Look for Connect Wifi signals next time you are in town. Data used on Connect Wifi will be taken from the base data of your plan.
Can I use my Connect X service account on two telephone lines or multiple locations?
You can only use the service on one telephone line or location, which is the telephone line or location specified in the application form. Your service will be suspended if you use the service from multiple telephone lines.
Can I have two Connect X service accounts on one telephone line?
Yes you can use more than one service on one telephone line. You will only be able to use one service at a time.
Can I change my plan?
Yes, you can change your plan but there will be a fee if you downgrade your plan. One change is allowed in a month.
Where can I check my available usage online?
Usage reports can be obtained from 112777 or email@example.com You can monitor your data balance on Connect Portal (my.connect.fj). Usage reports for months older then 3 months will incur a fee.
We do not track, monitor or record websites accessed by customers. Are there any restrictions with when I can use Connect X service?
Yes, the data cap is divided into 3 time periods, Peak which is from 6AM to 8PM, Off-Peak which is from 8PM to 1AM and Bonus is from 1AM to 6AM.
How does the Data split work?
Peak data can only be used from 6AM to 8PM, Off-Peak data can only be used from 8PM to 1 AM and Bonus data can only be used from 1AM to 6AM. When data finishes from any Peak, Off-Peak or Bonus then Top Up data will be used or you can wait till the next period.
What happens when I finish my data cap?
Your service will be redirected to the Connect Portal when data runs out. If this does not happen, you can type the Connect Portal address (my.connect.fj). You can Top Up more data by choosing from the Top Up options; $5.00/4GB or $10.00/10GB or $20.00/15GB or $50.00/65GB or $100.00/150GB
What happens to my unused Top Up data usage?
Any unused Top Up data at the end of the month will be carried over to the new month with an expiry period of 30 days from date of Top Up but on the new month, base data will be used first and Top Up data will be used next.
How many times in a month can I Top Up data?
You are entitled to as many Top Ups as your Credit limit will allow you. Your Credit limit is dependent on Deposit amount, if your Deposit is $40.00 than Credit limit will be $80.00. You can pay higher Deposit to allow you more Top Ups during the month.
Can I change my password?
You can change your password on the Connect Portal under settings. Changing your password will also require configuration update on the ADSL modem which can be done at our Customer Care (Fees may apply) or call 112777 for assistance.
What if I have forgotten my password?
Call 112777 to assist with resetting the password and assisting in updating the password on the ADSL modem.
We will not give out passwords over the telephone.
What is Connect Portal?
This is self-help portal where you can monitor your data cap, buy more data, reset password, download bills and update email address.
Why do I need to update and verify email address?
Once you update and verify email address, you will get;
- Bills, Promotions, Notifications
- Alerts when Top Ups are made
- Alerts when password is reset
- Alerts when your account has logged onto Connect Wifi
Can I change my username?
You can change your username by visiting any our Customer Care. We do not accept username change requests over the telephone.
What happens if I move to a new location?
You have to relocate your telephone and Connect X service. If we are unable to provide service at your new location you have the option of changing to Wireless services. A notification to Connect will be required to update your account with new street address.
When will I get my bill?
Your bill will be emailed to your nominated email address on the first week of every month for the previous month’s usage. E.g March usage will be billed in April. You can also get your bill from Connect Portal (my.connect.com.fj).
Will I get my bill by Post as well?
Bills are only sent via emails and not Post
When is my bill due?
Bills are always due 14 days after the invoice date which is normally around the 15th of every month.
Where can I pay my bill?
You can pay your bill at any TFL/Connect Customer Care or at any Post Fiji outlets around Fiji.
How can I pay my bill?
You can pay your bill by cash or cheque at any TFL/Connect Customer Care, MH/Max-Value outlets or any Post Fiji outlets around Fiji. Post Fiji and MH/Max-Value will only accept bill statements for bar code scanning. For cheque payments, Post Fiji will accept only if made out to “Post Fiji Ltd”. You can pay online via any bank or Yehdo Billpay
I didn’t get any bill?
Please advise us on 112777, we may have an incorrect Email address for you. You can also get your bill from Connect Portal (my.connect.com.fj).
What happens if I don’t pay my bill?
Your service will be suspended if your bills are not paid by the due date. If your service is suspended due to non-payment, you will be charged a fee of $10.90 (VIP) to have it reinstated.
How do I reconnect my account if it was suspended for Non Payment?
You must pay your overdue bills and contact 112777 with payment details e.g. receipt number, amount paid and where you made the payment.
Is there a reconnection fee?
There is a reconnection fee of $10.90 (VIP) that will be charged to your account and will appear in your next bill.
How can I suspend my account?
You can suspend your account by sending a written request to firstname.lastname@example.org to or visit Customer Care and fill out a “Customer Request Form”. We will not accept suspension requests over the telephone. You may temporarily suspend your account for up to one month only. A suspension fee equivalent to one month’s rental will apply. For periods longer than one month, this is deemed a disconnection and any penalties that apply via this contract will be enforced.
How can I disconnect my account?
You can disconnect your account by sending a written request (letter/email/fax) to email@example.com or visit our Customer Care offices and fill out a “Customer Request Form”. We will not accept disconnection requests over the telephone. Termination of the contract before specified period will incur a penalty fee equivalent to three month’s rental.
Will my Deposit be refunded to me?
If your account has no arrears or penalty fees then your Deposit will be refunded otherwise it will be used to recover unpaid bills. Refunds will be processed after the next bill statement from date of request. Bill statements are generated at the beginning of every month.
Can I transfer my account to a friend or relative?
Yes you can transfer your account to a friend or relative. Both parties will need to visit any Customer Care and fill out a “Customer Request Form” and the new owner will also need to fill a new application form. Any overdue bills must be cleared before transfer. If the contract hasn’t been completed then the new owner will continue and complete the contract.
What is the warranty period of the ADSL modem?
The ADSL modem has a warranty of 3 months. After the warranty period you will have to purchase a new ADSL modem. ADSL Modems under warranty will not be replaced that
- Have been mishandled, abused or not installed correctly,
- Have been subjected to a power surge,
- Have been damaged during natural disasters (cyclones, floods etc),
- Have been lost or stolen.
Where can I get a replacement ADSL modem?
You can buy a new ADSL modem from any of our Customer Care or from IT/Computer supply shop.