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Konnect packages & options

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Which packages are available with konnect?

Konnect proposes a wide range of Internet packages for you to choose from. Our packages are divided into two product ranges : konnect Simply and konnect Unlimited.

- konnect Simply is a range of flexible, pre-paid packages which allow you to choose the speed and monthly data allowance. With speeds ranging from 5 Mbps to 50 Mbps, and data allowances from 5 Gb to 250 Gb per month you can choose the speed/data combination which suits you best. konnect Simply packages come with an extra night-time data allowance, which applies between 10 pm and 6 am so you can download data-consuming files and apps overnight. And as an loyalty bonus, konnect gives you an extra 20% of data absolutely free if you renew your package early. 

- the konnect Unlimited range gives you speeds up to 2 Mbps with no limit on data consumption so you never run out of data.

These Internet packages are available to individuals and businesses, depending on your data requirements.

Not all packages are available in all countries. Please talk to Customer Services, visit one of our stores or check our website here to see what's available in your area.

Which options are available with konnect?

konnect proposes a range of options which are compatible with our packages

These include: 

- 1 Fixed IP address: This option allows you to have one static/fixed/public IP address which allows you to facilitate access to a VPN or remote software

- 5 fixed IP address options: This option allocates 5 static/fixed/public IP addresses to your network for specific purposes

- SIP Call prioritisation : This option lets you prioritise Voice traffic (SIP) on the Internet over other types of traffic to improve call quality if you use your Internet package to make phone calls (SI Protocol) 

- Double Speed : This allows you to double the initial download speed of the chosen konnect package (up to 50 Mbps)

Can I renew my Simply package if I run out of data?

If you run out of data with your Simply package, you can always renew your package early.  Our packages provide the best value for money for you and as a bonus for your loyalty we will reward you with an extra 20% of data added to your plan for free.

Can I top-up my Simply package if I run out of data ?

If you run out of data with your Simply package, we always reccomend that you renew your package early as this provides great value for money. In addition, if you renew early, we'll reward you for your loyalty with an extra 20% of data added to your plan for free.

If you prefer to top-up instead, you can purchase data boosters to add either 1GB or 2GB of data allowance. The speed will be the same as your initial plan and it will be valid until your initial plan expires.  

Becoming a customer

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How do I sign up for a konnect package?

Nothing could be simpler! Contact one of our distributors or visit us in store, select your package and purchase your equipment. We'll organise the installation and you can enjoy high speed Internet as soon as your package is activated. You can see the full list of our distributors and shops here.

When will my Internet package be activated?

If you are a using konnect services for the first-time, the Internet package will be activated as soon as the installer has entered the "Activation Key" to compete the activation of the konnect modem. 

If you are an existing customer renewing your package, your Internet package will be activated depending on your choice:

- If your current package is still active: You can activate your next package once the data volume has been used up, or when the current package has expired. 

- If you have no package active currently, the package will be automatically activated (within a few minutes). 

How do I install my konnect equipment?

To allow you to take full advantage of the service, we recommend the konnect hardware be installed by a professional. If this has not already been done, please contact your distributor or your local konnect team to organise delivery and installation of your equipment.

Can I install my konnect equipment myself?

Installing konnect’s hardware can be more or less complicated depending on where you live. You need a high quality cable and you must orientate the antenna correctly in order to optimise the signal and ensure you enjoy the services in full. This is why we recommend you to contact a professional installer via your konnect distributor or through a konnect store.

Managing my package and options

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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.

Managing my account

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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.

My customer information

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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

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How do I contact Customer Services?

To contact konnect’s Customer Services Team, dial +225 27 21 59 94 00 from the Ivory Coast, +242 069179313 from Congo and +243 9 74 80 22 22 from the Democratic Republic of Congo. The Customer Services Team is available Monday to Saturday from 8 am to 6 pm (UTC). These numbers are charged at local call rates, but your telephone operator may charge apply additional charges. 

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 a lot of 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?". 

konnect & the Internet

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How can I protect myself from Internet threats?

The Internet is open to the entire world, and it can serve as a vehicle for many different kinds of threats to your IT equipment, the security of your personal data and your private life. At konnect, we take every precaution whilst supplying the service. However, we recommend that our customers find out about potential threats and obtain protection (anti-virus software, etc.) whilst using the Internet.

How can I protect my family with parental control tools?

Internet access opens up the world and provides many opportunities. However, children may access information that could be offensive, and they could come into contact with people with malicious intent. We recommend that our customers find out about these threats and use a parental control tool to protect their children from potential danger. 

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