Skip to main content

Managing my package and options

Open Close

How can I buy an option or renew early?

Nothing could be simpler than purchasing an option or renewing early! Contact the konnect distributor who you bought your package from or visit a konnect store to place your order.

When will my option be activated?

If you bought the option with one of our packages, it will be activated at the same time as the package.

If you buy the option later, it will be activated as soon as you purchase it and it is added to the active package (this will take just a few minutes). 

How can I check my plans and options?

To view your plans and options, please go to your My konnect Customer Portal. Under the ‘My services’ section, you can see your active plan, your options and your top-ups.  

How do I change/renew my plan?

Nothing could be simpler than changing or renewing your plan! Contact your local konnect distributor or visit us in store. You can find the full list of our distributors and shop here

How do I change/renew my options?

Nothing could be simpler than changing or renewing your options! Contact your local konnect distributor or visit us in store. You can find the full list of our distributors and shop here

What if I run out of data?

If you have a konnect Simply package you may use up all your data before the plan is due for renewal. If this happens, simply contact your local konnect distributor or visit us in store to renew your package. We'll even give you an extra 20% of data for free if you renew early. If you find yourself running out of data regularly, you may wish to consider a konnect Simply package with more data or one of our konnect Unlimited packages.

How can I renew my package?

In all areas where Konnect operate, you can renew your package in a Konnect store or our partner stores.

In Cote d’Ivoire and The Democratic Republic of Congo you can also renew your package over the phone. Simply give us a call and we can guide your through the process and renew your package over the phone for you.

When can I renew my package?

You can renew your package at any point during or after your current plan, but only during our working hours. Depending on where you live you will either need to visit us in store or you can pay by Mobile Money. Even if you are paying by Mobile Money, you will need to make your renewal during working hours as you need to give us a call before making any payments so that we can activate your package or renewal for you. 

How can I pay for my renewal?

We offer multiple payment methods in store. This includes Mobile Money if you are in Cote d’Ivoire or The Democratic Republic of Congo, but please remember to charge your wallet before visiting us. 

In Cote d’Ivoire and The Democratic Republic of Congo you can also pay via Mobile Money when you give our customer service team a call. It’s important you call Konnect customer service to renew and don’t simply make a payment so that we can activate our renewal on our side. See our contact us page for phone numbers and opening times.

I’ve paid for my renewal, but haven’t received my plan?

The most likely reason for this would be if you have made a payment without calling into our customer service team. If so, we might have received your payment, but won’t know what you would like to use it for. That’s why it is important you don’t make payments unless you are speaking to us directly. When you are on the phone to us and make a payment, we are able to activate your renewal or new plan immediately. 

If you have paid without calling us, you’ll need to give us a call now so that we can find your transaction and allocate it correctly.

See our contact us page for phone numbers and opening times.

I’ve made a payment to Konnect accidently?

If you send a payment to us by accident, we can arrange a refund for you. Simply give us a call so that we can look up the payment and arrange the refund for you. See our contact us page for phone numbers and opening times.

Managing my account

Open Close

Can I change how I receive messages from konnect?

To change your preferences about how you would like us to communicate with you, please go to the ‘My Account’ section of your My konnect Customer Portal,  click on ‘My Preferences’, then on ‘Edit’ to change your contact preferences.

How can I cancel my subscription?

Konnect packages are pre-paid so you don't need to cancel. Simply wait until you need our services again and purchase another package from one of our distributors or in a konnect store. You can find the full list of our shops and distributors here

How can I view my invoices?

To see your invoices, please go to the My konnect Customer Portal and select the ‘My Invoices’ section. The complete list of all your invoices is then displayed in chronological order. You can download any invoice by clicking on the download icon.

I am moving house. What should I do?

If you are moving home and you wish to continue using konnect’s services, please contact one of our distributors or visit a konnect store to check that your new home and/or work address is covered by konnect’s high speed network. Assuming your new address is covered, your distributor or konnect will take care of transferring your equipment.

I need to suspend/transfer/terminate my contract. What should I do?

For one of these issues, please contact our Customer Services Team.

How do I return my kit?

Please contact our Customer Services team.

Can I recommend you to one of my friends? If so, how?

We don't yet have a referral scheme or offer, but if you're happy with our service, we would be delighted if you were to recommend us to your friends and family so they can get connected too.

How do I track my data usage?

To track your usage, go to the home page of your My konnect Customer Portal. A display will inform you of the volume of data remaining until your package expires. Click on "See more" to get more information: volume of data used, upload and download speed, additional data volume. By clicking on ‘night zone,’ you can see the volume of data that you use from 10 pm to 6 am.

How I can access to my customer area?

We created a customer area to allows you to see and download your invoices, change your personal information from a unique space.

Discover how to use the customer portal.

My customer information

Open Close

How do I change my personal information?

To change to your personal data, please go to the ‘My Account’ section of your My konnect Customer Portal, click on ‘My data’ then on ‘Edit’ to change the information you wish to modify. Please ensure we always have your latest email address as this allows us to send you important messages easily.

Why does konnect collect my personal information?

At konnect, we take data protection and your privacy very seriously.  If you wish to learn more about how your data is used, you will find our personal data protection policy in the Terms and Conditions displayed at the bottom of each page in your My konnect Customer Portal.

Getting help from konnect

Open Close

How do I contact Customer Services?

To contact konnect’s Customer Services Team, please call

  • Côte d'Ivoire : +225 27 21 59 94 00 from Mon-Sat 9am - 6pm
  • Congo : +242 069179313 from Mon-Sat 9am - 6pm
  • Democratic Republic of Congo : +243 9 74 80 22 22 Mon-Sat 9am - 6pm
  • Tanzania : +255 768 132 829 from Mon-Sat 10 am - 6 pm

These numbers are charged at local call rates, but your telephone operator may charge apply additional charges. 

You can also contact us using Whatsapp during the same opening times :

  • Côte d'Ivoire : +225 05 85 46 09 87
  • Congo : +225 05 85 46 09 87
  • Democratic Republic of Congo : +225 85 46 09 87
  • Tanzania : +255 768 132 829

How can I get help or report an issue?

Outside of Customer Service opening times, you may wish to get help or report an issue. You can do this by opening a ticket using the ‘Assistance’ section from your My konnect Customer Portal. 

Select the category which corresponds to your question or problem and check that the answer has not already been provided in the Frequently Asked Questions list. 

If you don't find the answer to your problem, click on ‘No’ to the question ‘Have you found the answer to your problem?’ then click on ‘Open a ticket.’ That way Customer Services can help you when they open again. 

How do I make a complaint?

Before making a complaint, please take a look at the Frequently Asked Questions section in your My konnect Customer Portal, where you will find even more information, especially about the performance of your Internet service.  If you have not found the answer to your problem, please contact the Customer Services Team directly or open a ticket in your My konnect Customer Portal by answering "No" to the prompt "Did you find the answer to your question?". 

Troubleshooting

Open Close

How to run a speed test

First, open a Web Browser (Firefox, Internet explorer, Google Chrome, Safari). Next type  https://speedprobe.konnect.com  into the address bar and press enter.

Note: This site will only work on a Konnect Satellite Service.

Give the test time to run and you will see the results for the latency, download speed and the upload speed.
If your speeds are lower than expected, we recommend turning your modem off and on again. We know it sounds like an IT cliché, but it really can help. To do this, you need to unplug the modem or switch it off at the wall, then plug it back in or switch it on again. Once you’ve done this, Power it back on and wait for the connection to reconnect.

When this is done, you will see:
Power – On
System – On
Transmit – Flashing
Receive – Flashing

Please then run the steps above again to refresh the results of your speed test. 

If the speed is still lower than expected, please give us a call so that we can investigate the issue. 

How can I stop my streaming service buffering?

If you are trying to stream something and find it is buffering, the first thing to try is to reduce the quality you are streaming in. We’ve included links on how to do this below. 

If reducing the video quality you are streaming in does not resolve the issue, please run a speed test and get in touch with our customer services team so they can investigate the issue for you. 
 

Making the most of your service

Open Close

How to schedule downloads overnight

To make the most of your priority data, we recommend running major downloads overnight when your usage won't be counted towards your priority data. This is between 10 pm and 6 am. But don't worry, you don't need to stay up to do this, you can schedule it to take place automatically. There are lots of free tools available online to manage your downloads. We’ve found a neat and up-to-date list of the 10 Best Download Managers for Windows on beebom.com and recommend you take a look. For Mac users, there is a similarly handy list of the Best Download Managers for Mac OS.

All have their pro’s and con’s and we’re not affiliated with any of these providers, but if you find yourself frustrated by slow downloads or needing large files that you could download in advance, these tools could take a load off your daytime Internet use and let your downloads happen when you’re not in a hurry.

How to download video and TV overnight

Make the most of your priority data by downloading the latest series overnight and save your priority data for when you need it during the day. Most streaming services allow you to download content on their apps which you can then cast to your TV. Casting is when you send content from your phone or tablet to your TV. You'll need an extra piece of equipment that is connected to your TV, but these can be bought very cheaply.

We also recommend PlayOn, which is a paid-for app that allows you to download films and TV shows to watch later. With this tool you set content to download at a set time so you don't need to stay up to set it running and your content will be ready for you the very next day. You can find more information on their website here.

How to schedule updates overnight

Not only is it frustrating when your computer starts an update at the beginning of the day when you're trying to get to work, but it eats into your priority data unnecessarily. Instead, we recommend scheduling updates overnight. Here's how.

The first thing to do check the active hours settings on your computor. These are the times when you typically use your device and when it shouldn't automatically be restarted for updates. On Windows you can check and update these settings by clicking on the Start menu icon and selecting “Settings”. Then click on “Update & Security”. The “Windows Update” screen displays by default. One of your choices is to Change active hours. The current times set are displayed directly below and you can modify them by clicking on that choice and following the steps.

If you want to check for pending updates, simply follow the same steps as above. The “Windows Update” screen will show if you have updates available. You can then manually set these to update. To schedule updates for later, Microsoft, have a detailed explanation here.

It's less simple to set a Mac to update overnight and for a major update it might be worth staying up a little later and setting it running overnight. To prevent your Mac from updating automatically, you need to open System Preferences and click on App Store.  You'll then see the options for automatic updates on macOS. To disable automatic updates, click on the tick mark next to Automatically check for updates to uncheck it.

Top