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Supersonic Home Broadband (F-LTE) FAQ

1. What is Supersonic Home Broadband F-LTE?

Supersonic uses MTN, South Africa’s fastest mobile network, to provide LTE (otherwise known as 4G) wireless internet to your home.

2. What are the available Supersonic Home Broadband packages?

Supersonic offers 3 (three) package options, each with inclusive anytime and night data:

Package Total Inclusive Anytime Inclusive Night
120 GB 60 GB 60 GB
200 GB 100 GB 100 GB
300 GB 150 GB 150 GB
These are capped packages, so you don’t need to worry about any Out-Of-Bundle surprises. The standard packages exclude routers.

3. Can I have multiple Supersonic Home Broadband packages?

Yes, as long as they’re used at the addresses where the application for each is placed.

4. Are the Supersonic Home Broadband packages month to month or 24 months?

The Supersonic Supersonic Home Broadband packages are offered on a month-to-month basis.

5. If I take out the monthly package including the router, am I locked into a 24-month contract?

Yes, by paying monthly for the router, you would be agreeing to a 24-month contract term for the router. This would be the only claw-back if you cancelled your service. Alternatively, you can pay upfront for your router from us, or use one of your own from our approved list of routers.

6. How do I upgrade or downgrade my package?

Send us a request before your next bill and we’ll upgrade or downgrade your package without any regrading penalties, from the next billing cycle.

7. What time is Night Owl?

The Night-Owl period is between 12:00AM and 05:59AM every day of the year.

8. What speeds can I expect?

LTE is a wireless technology influenced by many factors and can therefore not guarantee a consistent speed. The device used plays an important role in us giving you a great speed experience, which is why we recommend buying your router from us, where we can be pretty sure of a minimum of 10Mbps and maximum speeds of up to 150Mbps. Also, because of the nature of the wireless network, we cannot offer any SLA’s on the service.

9. How long does it take for my Supersonic Home Broadband service to be active after I pay?

Once you’ve paid, we’ll arrange for a courier to deliver your router within a 72-hour period, once we’ve RICA’d you upon delivery, we’ll have your service active within the next 2 (two) to 24 (twenty-four) hours.

10. Can I load Voice or SMS bundles?

No, the Supersonic Home Broadband products are data only services, and don’t allow traditional mobile voice calls or SMS however, we won’t stop you from making calls or messaging with data applications like WhatsApp or Skype.

11. Can I have a SIM only package?

It is always preferred that you use a router from us to ensure it has the correct firmware configuration for our network, but we won’t stop you from taking a SIM-only package from us and using a router which we have approved for use on our network.

12. How do I top up my data bundles?

Log onto the Supersonic customer portal and select the bundles you want to top-up with, pay and you’ll be topped-up, or you can contact our friendly CX agents to assist you. You can also choose to have these bundles loaded automatically every month.

13. Can I use this service on the go or only at certain locations?

The Home Broadband service is designed to be used at your home, and Supersonic will lock the service to the address for where you place an order to use the service.

14. Where can I check if I have coverage?

Give us your address on the website and we will show you if you’re covered.

15. What do I do if I have low signal?

Low signal will affect your connection speed, and depending on the router you’re using, you could improve your signal by getting an external antenna from us, or an approved supplier. It is always recommended that you get your router from us to avoid any signal and network quality issues.

16. How do I set up my Wi-Fi router?

If you get your router from us, it will already be set up to connect to the Supersonic network. If you choose to use an approved router of your own, call our friendly CX agents to assist you with the set-up.

17. How many wireless devices can I connect to my Wi-Fi router?

You can connect up to 64 wireless devices on the routers supplied by Supersonic.

18. What happens if I move to a new house and my new area has no coverage?

The Supersonic Home Broadband products are month-to-month and can only be used in areas with coverage. If you’re moving to an area without coverage, our cancellations process is quite simple and easy.

19. How much bandwidth does a typical movie use?

Different streaming services use different compression techniques for their movies and videos. A typical 1080p High Definition movie on Netflix for instance would use approximately 3GB per hour where a typical Standard Definition movie on Netflix would use approximately 1GB per hour. Showmax would use between 0,3GB per hour on 360p and 1,5GB per hour for 720p resolution.

20. Is the IP private or Public?

Supersonic will only provide a public dynamic IP address for the Home Broadband service.

21. Am I prioritised on the tower?

The Supersonic F-LTE coverage map is generated specifically based on capacity and network availability, so although you’ll be sharing the network with mobile LTE subscribers within the F-LTE coverage area, you won’t be impacted by congestion issues. If you get your router from Supersonic, we can ensure that it has the correct firmware configuration to allow MTN to make the most efficient use of spectrum which does not get allocated to mobile LTE subscribers.

22. Who do I call if I have a technical query or coverage related problems?

Call us on 0861 787 377 or make use of our WhatsApp channel on 083 200 4828

23. Why is my data being used faster on an LTE connection compared to the 3G network connection?

Although the Supersonic Home Broadband product does not make use of the slower 3G and 2G networks at all, having a higher speed often makes some applications more data intensive, as an example, Netflix uses dynamic compression algorithms, which lowers video resolution on lower speed connections resulting in less data being consumed. We recommend that you check your application settings which allow you customise your data consumption to your needs where possible, like for example, setting the different video resolutions of your streaming services.

24. What happens if I get fibre coverage in my area?

Call us and we’ll get you connected on one of our fibre packages, you may even be connected quicker if you’re using one of our routers which are compatible with our fibre products.

25. Why does Supersonic only allow certain devices on the network?

Supersonic can only allow devices which have been network approved by MTN and have identified a range of devices which specifically suite a Home Broadband offer, and which are sometimes offered by competitors. This range of devices includes:

  • Huawei B525
  • Huawei B612
  • Huawei B618
  • ZTE MF286

26. Does my data roll-over and for how long?

Yes, your all your data will have validity of 30-days with an additional 30-days roll-over (total validity period of 60 days) from activation.

27. In what order does my data deplete?

Your oldest applicable data will always deplete first, for example, if you’re watching a movie at 1AM and you have some Night-Owl data rolling over from last month, the rolled-over data will deplete first, then your Night-Owl data for the current month, and if all of your Night-Owl data is depleted before 6AM, you’ll start depleting the oldest Anytime data, and lastly your To-Up data.

28. How will I get billed?

The Supersonic Home Broadband product is billed in advance at the beginning of the billing cycle. We accept credit card and EFT payments.

29. Are there any pro-rata charges?

If you ordered a service in between billing cycles, we will provide a pro-rated amount of data, at a pro-rated cost to use until the next bill cycle. The validity of this data will still be 30-days from activation with 30-days roll-over.

30. Can I suspend my service when I go on holiday?

Yes, if you request to have your service suspended, we will not charge you for data or allocate any data at the next bill cycle. Any remaining data will not have any change to expiry while your service is suspended, and you will still be liable for any router payments. We will allow your service to be suspended for a maximum of 3 (three) months.

31. Can I migrate between my MTN contract and Supersonic?

No, although MTN and Supersonic packages make use of the same network, they are completely separate provider offers, and no migration between these will be allowed.

Please chat to us via our supersonic
WhatsApp number:
083 200 4828
We're looking forward to chat to you!