Connect Scholar Velocity – Frequent Asked Questions

What is Connect Scholar Velocity?
Connect Scholar Velocity is a high-speed internet service which uses the current telephone line or a wireless modem to deliver super-fast speeds. Connect Scholar Velocity is a package designed for students from Primary school to Tertiary level.

What speeds can I expect on Connect Scholar Velocity?
Connect offers speeds of up to 10Mbps on Broadband or up to 2Mbps on Nomad. Your speed is also determined by the condition of the telephone line, the distance from the Telecom exchange and the location you are in.

Where is Connect Scholar Velocity available?
Connect Scholar Velocity is available in all towns around Fiji, but you must be within 5km from a Telecom exchange or within CDMA network coverage.

What do I need for Connect Scholar Velocity service?
You need a working computer (Win XP and above), a landline or a Nomad modem and to be located within 5km from the Telecom exchange or within CDMA network coverage.

Where can I sign up for Connect Scholar Velocity service?
You can sign up at any of our offices at Garden City (Suva), Nadi, Lautoka, Labasa or any TFL Customer Care Centre in your town.

What do I need to sign up?
You need to fill out an application form “Connect Scholar Velocity Agreement”.
A copy of your school ID or a letter from the school stating that you or your child is a student of the school.
A copy of your photo ID e.g. FNPF Card, Drivers License or valid Passport.
A utility bill (TFL/FEA /Water) to confirm your billing address.
A letter of authorization from the telephone owner if the telephone doesn’t belong to you.
Connection fee
Security deposit
First month’s rental.

How much do I have to pay when I sign up?
You need to pay the:

Connection fees

Security Deposit and

First month’s rental when you sign up. (refer to application form for updated charges)

Are there any restrictions with when I can use Connect Scholar Velocity?
Connect Scholar Velocity can be used any time, monthly data cap of 15GB is divided into 5GB to use any time and 10GB to use during off-peak only (Off-Peak is from 7pm to 7am). Once you have used your data cap you need to purchase more data to continue with the service.

What is Security Deposit?
This is a fee that you must pay when signing up for any Connect service. It will be kept as security for any unpaid bill after disconnection. When you disconnect your service and your bills are up to date then only will we refund the Security Deposit to you. The amount of Security Deposit you pay will also determine your toll limit and the amount you can reload each month.

I’m an existing Connect customer do I need to pay the Security Deposit?
Yes, you have to pay the Security Deposit when changing or upgrading services if the deposit required is higher than what you had paid previously. You have the option of paying more deposit to avoid limited reloads.  If the deposit Connect holds on your account is more than what is required for the new plan, Connect will continue to hold this until disconnection. No refund of deposit will be given for active accounts.

How long does it take to get Connect Scholar Velocity?
On Nomad it takes 15minutes so when you leave our office, your service is working. It takes 10-15 working days to have Connect Scholar Velocity installed at your home for Broadband. This process involves your telephone line being upgraded to deliver Connect Scholar Velocity speeds and a Technician coming to your premises to install your modem and setup your computer.

What do I get when I sign up?
You get a Connect Scholar Velocity plan, a Connect broadband modem or Nomad modem and an email address.

Is there any contract with Connect Scholar Velocity service?
The contract period is for one year or 12 months commencing from the date of installation.

Will I be charged a penalty if I breach the contract?
Termination of contract before the specified period of one year or 12 months will incur a penalty fee equivalent to one month’s rental and/or the Security Deposit Fee (if applicable).

Who will install Connect Scholar Velocity at my premises?
Nomad set-up can be done by yourself.
For Broadband, once your telephone line has been upgraded to carry Connect Scholar Velocity speeds, TFL/Connect contractors will be dispatched to install Connect Scholar Velocity at your home. You will be contacted before-hand by our contractors to arrange a convenient time.

What should I do if my Connect Scholar Velocity doesn’t work?
You can call our Call Centre on our toll free number 11 2 777 and speak to our support staff. Have as much details (e.g. error message) as possible to help us troubleshoot your problem faster. We have a 24 hour phone support available to you.

What if my Connect Scholar Velocity cannot be fixed over the phone?
You can either bring your computer to a Connect office where there will be a technical fee of $20.90vip or one of our Technicians may visit your home or premises for a fee of $57.24vip. If we see that the issue is a Connect or Telecom issue the Technical assistance fee will be waived.

How much will Connect Scholar Velocity service cost monthly?
Connect Scholar Velocity has a monthly rental of $25.00vip a month. You will incur more charges if you reload more data after using your monthly data cap. Reload rate; $1.20 per 1GB for peak and $1.00 per 1GB for off-peak period.

How much is the Connection Fee for Connect Scholar Velocity?
The connection fee for Broadband is $54.00 ($25 deposit + $29 modem)
The connection fee for Nomad is $74.00 ($25 deposit + $49 modem)

Are there any hidden charges?
There are no hidden charges with Connect Scholar Velocity.

Can I use the telephone while I’m on the Internet?
You can use the telephone while you’re on the internet, that’s one of the advantages of Connect Scholar Velocity.

Can I use my Connect Scholar Velocity account on two telephone lines?
You can only use your Connect Scholar Velocity account on one telephone line. Every Connect Scholar Velocity enabled telephone line has to have its own Connect Scholar Velocity account.

Can I have two Connect Scholar Velocity accounts on one telephone line?
Yes you can use more than one Connect Scholar Velocity account on one telephone line. You will only be able to use one account at a time.

Can I change my plan?
Yes, you can change your plan to a Broadband plan but there will be a downgrade fee ($40.89vip). When changing your plans, if the deposit we hold on your account is less then the required amount for your new plan, you will be required to pay the difference of the two.

Where can I check my available usage online?
This can be checked on  http://my.connect.com.fj by entering the username and password of your account.

What happens when I reach my data cap?
Your service will be redirected to a “Walled Garden” when you reach your data cap of 5GB or 10GB. Upon redirection to the Connect Walled Garden as a result of expiry of your data cap, you will have the option to reload the data cap on your account by charging this to your bill. The amount of reload data will be dependent on your toll limit and the amount you have put down as a deposit. Any additional reload charged to your bill will have been deemed to be made by you or an authorized person on your behalf.

How much do I have to pay for additional data?
Reload rate; $1.20 per 1GB for peak and $1.00 per 1GB for off-peak period.

What happens to my unused reload data usage?
Any reload data unused by the end of the month will be carried over to the new month with an expiry date of 30 days from date of reload.

How many times in a month can I reload my data?
You are entitled to as many reloads as your toll limit will allow you. Your toll limit is dependent on the amount of security deposit we hold on your account. E.g. if you have paid $17.39 in deposit you will have a toll limit of $40.00, you will have up to $40 worth of data in a month.

Can I change my password?
You can change your password through http://my.connect.com.fj  under Settings. You can also send a written request (letter/email/fax) to us to change it on your behalf or visit any of our offices and fill out a “Customer Request Form”. We will not give out passwords or accept password changes over the telephone.

Can I change my username?
You can change your username by sending a written request (letter/email/fax) to us or visit any of our offices and fill out a “Customer Request Form”. We do not accept username change requests over the telephone.

What happens if I move to a new location?
For Nomad you should be able to use the service in your new location. For Broadband you have to relocate your telephone and Connect Scholar Velocity service. If we are unable to provide Connect Scholar Velocity at your new location you have the option of changing to any other Connect services.  A notification to Connect will be required to update your account profile (street and billing address).

When will I get my bill?
Your bill will be sent out 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 from http://my.connect.com.fj or get it emailed to you.

When is my bill due?
Bills are always due 14 days after the invoice date and the invoice date is the last day of every month.

Where can I pay my bill?
You can pay your bill at any Connect office, any TFL Customer Care Centre or at any Post Fiji outlets around Fiji.
Connect Suva, Garden City Complex, Raiwai, Suva
Connect Nadi, TFL Customer Care Centre, Namaka, Nadi.
Connect Lautoka, TFL Customer Care Centre, Lautoka town.
Connect Labasa, TFL Customer Care Centre, Labasa town.

How can I pay my bill?
You can pay your bill by cash or cheque at any Connect office, any TFL Customer Care Centre or at any Post Fiji outlets around Fiji. You can pay online via ANZ, Westpac or Yehdo Billpay. You can also do direct deductions from your bank. For more information on online banking please contact our call centre  on 112777

I didn’t get any bill?
Please call Connect and advise us, we may have an incorrect billing address for you. We can fax or email another copy so you can pay your bill on time.

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 $11.50 (VIP) to have it reinstated.  Your details may be submitted to Debt Collection Agencies and Credit Bureaus (Data Bureau) which may affect your future credit rating.

How do I reconnect my account if it was suspended for Non Payment?
You must pay your overdue bills and contact Connect 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 $11.50 (VIP) that will be charged to your account and will appear in your next bill.

What will happen to my Connect service if my telephone line has been suspended by Telecom Fiji?
CONNECT will continue billing unless written notification is provided to CONNECT to suspend services due to TFL circuit suspension. CONNECT cannot be held liable or will not provide any rebate where TFL suspends or terminates your line.

How can I suspend my account?
You can suspend your account by sending a written request (letter/email/fax) to us to suspend your account or visit any of our offices 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. Your telephone line will be normalized which may be reprogrammed for ADSL service upon your request, however this may incur a reprogramming fee of $40.89 (VIP) and connection fee.

How can I disconnect my account?
You can disconnect your account by sending a written request (letter/email/fax) to us or visit any of our offices and fill out a “Customer Request Form”. We will not accept disconnection requests over the telephone. Termination of the contract before specified period of one year or 12 months will incur a penalty fee equivalent to one month’s rental and/or the Security Deposit Fee (if applicable).

Will my Security Deposit be refunded to me?
If your account has no arrears or penalty fees then your Security 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 Connect office 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 modem?
The modem has a warranty of 3 months. After the warranty period you will have to purchase a new modem for $101.20 (VIP). 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 modem?
You can purchase a replacement modem from any Connect office.

 

 

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