C-FIBRE CONNECTOR PLANS FREQUENTLY ASKED QUESTIONS

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Sherman Gardner
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1 C-FIBRE CONNECTOR PLANS FREQUENTLY ASKED QUESTIONS 1. What is Cnnectr? The Cnnectr tariff plan is a cnverged tariff plan ffering multiple inclusive benefits that include fibre, mbile vice, mbile data and Wi-Fi calling under ne tariff plan. The Cnnectr tariff plans presents Cell C with the pprtunity t extend a cnverged service ffering that addresses the vice and data cnnectivity needs f a family in the hme, ffice and fr mbility. Thrugh a simplified prduct cnstruct, Cnnectr prvides an integrated, seamless and easy t use fibre, mbile vice, mbile data and Wi-Fi calling slutin that fulfils the entire families telecmmunicatin needs. 2. Wh is the target market fr Cnnectr plans? The launch f the Cnnectr tariff plans t the market, presents Cell C with the pprtunity t extend a cnverged service ffering that addresses the vice and data cnnectivity needs f a family in the hme, ffice and fr mbility. Thrugh a simplified prduct cnstruct, Cnnectr prvides an integrated, seamless and easy t use fibre, mbile vice, mbile data and Wi-Fi calling slutin; that fulfills the entire families telecmmunicatin needs. 3. Where can I sign up fr the Cnnectr plans? The Cnnectr plans shall be available thrugh the fllwing channels: Cell C Fibre Field sales team which yu can at myfibre@cellc.c.za; Cell C Fibre Telesales team which yu can cntact n r at Fibredirect@cellc.c.za; Thrugh ur nline channel, namely the purchase Prtal, which can be accessed at Cell C Business Sales Channel which yu can cntact n r BusinessSales@cellc.c.za; Thrugh select Cell C wned and franchise stres which can be viewed at 4. What are the benefits f the new Cnnectr plans? The Cnnectr plans prvide subscribers with the fllwing inclusive benefits; Unlimited, unrestricted and unshaped fibre; Free hybrid mbile SIM cards ffering; 1000 any-net vice minutes per SIM per mnth 2GB f mbile data per SIM per mnth 500 any-net Wi-Fi calling minutes per SIM per mnth

2 Free Wi-Fi Ruter valued at R 1,699 inclusive VAT and will be subsidised by Cell C subject t a prrated clawback*; Free installatin starting frm R 1, 710 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated clawback*; Free installatin is limited t the standard Installatin prvided by Vumatel, Openserve and Frgft. Any additinal installatin requirements utside f the standard Installatin will be fr the custmer s accunt; Free cnnectin starting frm R 570 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated clawback*; FREE persnalised device set-up; *A 24 mnth pr-rated clawback in the event f an early cancellatin f the cntract, i.e. the custmer shall be liable fr the utstanding pr-rata amunt f the installatin r cnnectin r Wi-Fi Ruter (as applicable) shuld they cancel the cntract within the first 24 mnth perid frm the service activatin date. 5. Hw much can I expect t pay fr the Cnnectr plans? The Cnnectr plans pricing and benefits available t custmers are utlined belw: Table 1: Cnnectr Tariff Plan - Symmetrical Line Speed Cnnectr Price Plan Cnnectr 20 Cnnectr 50 Cnnectr 100 Cnnectr 20 Cnnectr 50 Cnnectr 100 Mnthly Subscriptin (Incl. VAT) Mbile SIM s Included Inclusive Benefits Fibre Line Speed Qualifying Fibre Netwrk R 1, Unlimited, 20Mbps/20Mbps Vumatel Unrestricted, Unshaped Fibre R 1, Free 50Mbps/50Mbps Installatin Free R 1, Cnnectin 100Mbps/100Mbps Free Wi-Fi R 1, Ruter 20Mbps/20Mbps FrgFt 1000 any-net R 1, vice minutes 50Mbps/50Mbps per mbile SIM R 1, per mnth 100Mbps/100Mbps 2GB f mbile data per mbile SIM per mnth 500 any-net Wi- Fi calling minutes per mbile SIM per mnth Free device setup

3 Table 2: Cnnectr Tariff Plan - Asymmetrical Line Speed Cnnectr Price Plan Cnnectr 20 Cnnectr 40 Cnnectr 100 Mnthly Subscriptin (Incl. VAT) Mbile SIM s Included Inclusive Benefits Fibre Line Speed R 1, Unlimited, 20Mbps/10Mbps Unrestricted, Unshaped Fibre R 1, Free 40Mbps/20Mbps Installatin Free R 1, Cnnectin 100Mbps/50Mbps Free Wi-Fi Ruter 1000 any-net vice minutes per mbile SIM per mnth 2GB f mbile data per mbile SIM per mnth 500 any-net Wi- Fi calling minutes per mbile SIM per mnth Free device setup Qualifying Fibre Netwrk Openserve 6. What is the cntract duratin f the Cnnectr plans? The Cnnectr tariff plans are ffered n a mnth t mnth basis, until such time as Cnnectr is cancelled by either the custmer r Cell C in accrdance with the respective rights set ut in these Terms and Cnditins. 7. Is the Cnnectr plan bundled with a mbile handset device? The Cnnectr mbile service is ffered n SIM nly and a mbile handset device is nt included as part f the service. The custmer can purchase the mbile handset device separately. 8. Are the Cnnectr mbile SIM cards ffered n pst-paid r hybrid tariff plan? The Cnnectr mbile SIM cards are available n a hybrid tariff plan and shuld the subscriber run ut f the inclusive benefits, they can either g ut f bundle r they can purchase a tp-up bundle prvided the SIM card is recharged with airtime t their airtime wallet.

4 9. Will I be able t start using the service as sn as I sign up fr it? N, t activate the Cnnectr service, a custmer first needs t be activated n the prduct. The Cnnectr service shall be in a pending state until the installatin is cmplete and shipping f the Cnnectr mbile SIM cards and Wi-Fi Ruter shall nly be initiated nce the service has been activated and nt prir t this happening. 10. D the inclusive benefits rllver t the next mnth? N, there shall be n accumulatin and rllver f the inclusive mnthly benefits fr Cnnectr mbile vice, mbile data and Wi-Fi calling. The inclusive benefits applicable t the Cnnectr plan shall be allcated at the beginning f each mnth. 11. What happens when I deplete my inclusive benefits? The service ffers unlimited access t the internet fr the mnth. Hwever the Cnnectr mbile SIM cards are available n a hybrid tariff plan and shuld the subscriber run ut f the inclusive mbile benefits, they can either g ut f bundle r they can purchase a tp-up bundle prvided the SIM card airtime wallet is recharged with airtime. Fr ut f bundle usage the fllwing ut f bundle rates shall apply: Table 3: Cnnectr Out Of Bundle Rate Out Of Bundle Rate Cnnectr 20 Cnnectr 40 (Only applicable n Openserve) Cnnectr 50 Cnnectr 100 Vice R 1.50 R 1.50 R 1.50 R 1.50 Data (Per MB) R 0.99 R 0.99 R 0.99 R 0.99 SMS R 0.50 R 0.50 R 0.50 R 0.50 MMS R 0.50 R 0.50 R 0.50 R 0.50 Wi-Fi Calling R 0.50 R 0.50 R 0.50 R Which numbers can I call using my inclusive any-net vice minutes? The inclusive mbile vice and Wi-Fi calling minutes shall be applicable acrss all lcal mbile netwrks including natinal raming. Cell C shall nt be liable fr charges incurred where the subscriber dials nn-qualifying numbers. Qualifying numbers include all numbers that are serviced by Natinal Mbile Operatrs, including Telkm and Netel fixed lines in Suth Africa. All internatinal calling, internatinal raming calls and premium rated calls shall be excluded frm the inclusive Cnnectr mbile vice benefit. This usage shall be billed at the applicable ut f bundle rate, prvided the Cnnectr custmer has sufficient airtime in their airtime wallet. Cmmunity Service Telephnes, Lw Cst Ruting and WASPs/Premium Rated Services shall be billed at applicable ut f bundle rates, prvided the Cnnectr custmer has sufficient airtime in their airtime wallet.

5 13. Can I use my inclusive data benefit when raming internatinally? The inclusive mbile data benefit can nly be used when the custmer is n the Cell C netwrk r n the netwrk f Cell C s Suth African raming partners within Suth Africa. Data cnsumptin while raming internatinally shall nt deplete frm the inclusive mbile data. Internatinal raming Data rates shall apply and this usage shall be billed at the applicable ut f bundle rate, prvided the Cnnectr custmer has sufficient airtime in their airtime wallet. 14. Is the Cnnectr eligible fr Multi SIM and dual device? N, the individual mbile SIM cards prvided n the Cnnectr plan have inclusive benefits allcated per SIM card and are nt eligible fr dual SIM and dual device. 15. Will I pay a SIM and cnnectin fee fr every mbile SIM card linked t the Cnnectr plan? N, the SIM and cnnectin fee is nt applicable. 16. Can I Prt-In my mbile number t Cell C t take up this ffer? Yes, Prt-IN f numbers shall be allwed fr custmers prting frm ther mbile peratrs t the Cell C Cnnectr plan. Prt-IN shall be applicable t the Cnnectr mbile SIM cards nly. Prt-IN shall nly be initiated nce the service is active. 17. Hw will the billing wrk? Pr-rata billing f the mnthly subscriptin fee shall nly apply in the first mnth that the service is activated; thereafter the full mnth s subscriptin based n the package selected shall be due mnthly. The billing increment shall be per secnd billing frm the 1st secnd fr a vice call and 25KB fr data increments. 18. What happens t the mbile SIM cards linked t the Cnnectr plan shuld I pt t cancel the service? Cancellatin f the Cnnectr service shall als result in the cancellatin f the Cnnectr mbile SIM cards, as these are all linked and cannt perate independently f the prtin. Cancellatin f the Cnnectr mbile SIM cards nly will result in the Cnnectr service being migrated t the standalne tariff plan. 19. Why chse Cell C? Mst Reliable Bradband Cnnectin ffers a stable and reliable internet cnnectin unlike ADSL which is prne t high cpper theft and breakage incidents resulting in lack f internet cnnectivity fr days. The ADSL quality f service als degrades significantly in areas with pr cpper infrastructure and during pr weather cnditins such as rain and lightning strms unlike fibre which remains unaffected. Experience a wrld f uninterrupted internet cnnectivity where weather strms, cpper theft and breakage are a thing f the past.

Turn yur hme int a Wi-Fi htspt Turn yur hme int a Wi-Fi Htspt, cnnect multiple devices via Wi-Fi and share unlimited data with the family. Share Mre Data.

Enjy a wrld f unlimited data and n bill shcks. Super-Fast Speeds With super-fast speeds starting frm 10Mbps up t 1Gbps, this by far exceeds speeds achievable n legacy ADSL r 3G services.

6 Turn yur hme int a Wi-Fi htspt Turn yur hme int a Wi-Fi Htspt, cnnect multiple devices via Wi-Fi and share unlimited data with the family. Share Mre Data. N Bill Shck is an Unlimited, Unrestricted and Unshaped Internet service with n caps, n thrttling r shaping enfrced and prvides yu with the peace f mind f nt ever having t wrry abut ging ut f bundle. Enjy a wrld f unlimited data and n bill shcks. Super-Fast Speeds With super-fast speeds starting frm 10Mbps up t 1Gbps, this by far exceeds speeds achievable n legacy ADSL r 3G services. Yu can nw enjy a wrld f unlimited digital entertainment, stream yur favurite mvies, TV series r music vides nline and never have t wrry abut buffering again. 20. In which areas is available? Cell C has partnered up with varius fibre netwrk peratrs (FNO) in the market t bring C -Fibre t the tp metrs in Suth Africa. The current Cell C FNO partners are: Vumatel Available in Jhannesburg, Cape Twn and Durban FrgFt Available in Jhannesburg, Cape Twn and Durban Openserve Available in Gauteng, KZN, Western Cape, Eastern Cape, Free State, Nrthern Cape, Limpp and Mpumalanga cverage can be accessed at What happens if I have tw different fibre netwrk peratrs prviding fibre cverage in my area? There may be an verlap f fibre netwrk peratr cverage in sme areas. In the areas where this ccurs, Cell C will priritise the nline cverage map f the preferred partner netwrk and ffer their respective tariff plans.

7 Shuld a subscriber pt t sign up with the ther netwrk in verlapping cverage areas Cell C will still be able t assist with the rder thrugh the respective channel agent. 22. Des the service have a fair usage plicy r sft cap? N, ffers yu an unlimited, unshaped and unrestricted service, with n caps n usage r thrttled data speeds. 23. D I pay fr the fibre installatin and cnnectin fee when signing up with Cell C fr the Cnnectr plan? Each Fibre Netwrk Operatr charges an applicable nce-ff installatin and/r cnnectin fee which is payable after the fibre line has been installed t the hme. (Installatin means the physical installatin f the fibre line and CPE t yur premises, and includes all physical wrk and materials required). The gd news is that custmers that sign up fr enjy the benefit f having these csts subsidised 100% fr them by Cell C, meaning that a custmer will never g ut f pcket trying t settle the csts directly t get a fibre line installed. Please nte that payment f yur installatin fee will be at a flat rate and Cell C will nly make prvisin fr payment at the stipulated flat rate fr the installatin f yur fibre line. Certain FNO s may charge mre than this flat rate, and yu will be advised f this upn applicatin fr. Custmers will be respnsible fr any amunt ver and abve the flat rate charged n the installatin f the fibre line which is limited t a specific linear metre as utlined belw: Installatins n the Openserve netwrk are limited t 8 metres; the custmer will be liable fr any installatin ver 8 metres at a rate f R (Incl. VAT) per linear metre. Installatins n Metrfibre netwrk are limited t 15 metres; the custmer will be liable fr any installatin ver 15 metres at a rate f R (Incl. VAT) per linear metre. Installatins n FrgFt netwrk are limited t 30 metres; the custmer will be liable fr any installatin ver 30 metres at a rate f R 57 (Incl. VAT) per linear metre. Vumatel and Octtel fibre installatins t the hme are nt limited t a specific metreage, therefre custmers taking up a service n these netwrks will nt incur additinal charges n installatin. The fllwing free inclusive value added services will apply t when custmers sign up fr the Cnnectr plan: Free Wi-Fi Ruter valued at R 1,699 inclusive and will be subsidised by Cell C subject t a pr-rated clawback*;

8 Free installatin starting frm R 1, 710 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated clawback*; Free installatin is limited t the standard Installatin prvided by Vumatel, Openserve and Frgft. Any additinal installatin requirements utside f the standard Installatin will be fr the custmer s accunt; Free cnnectin starting frm R 570 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated clawback*; FREE persnalised device set-up; *A 24 mnth pr-rated clawback in the event f an early cancellatin f the cntract, i.e. the custmer shall be liable fr the utstanding pr-rata amunt f the installatin r cnnectin r Wi-Fi Ruter (as applicable) shuld they cancel the cntract within the first 24 mnth perid frm the service activatin date. 24. Hw lng des it take t have my fibre line installed and cnnected after placing my rder with Cell C? The turnarund times are dependent n the fibre netwrk peratr servicing yur area. Time t install and get cnnected will vary between 7 wrking days and up-t 6 weeks fr areas that are active r fibre rllut is in prgress. 25. Hw d I fllw-up n the fibre line installatin prgress? Yu can call Fibre (34273) r cfibresupprt@cellc.c.za. 26. Wh wns the ONT (ptical netwrk terminal) r CPE (custmer premise equipment) bx that sits in my hme? The Fibre Netwrk Operatr (FNO) wns it. 27. Hw d I cnnect t the internet? Yu can call r cfibresupprt@cellc.c.za t get cnnected t the internet as sn as the FNO installs the CPE in yur hme. The CPE nly cnnects the custmer t the fibre peratr s fibre netwrk. Yu will have received a Wi-Fi Ruter which yu will need t cnnect t the FNO CPE via the Ethernet prt and Cell C will get yu cnnected t the internet. 28. Can I use my wn Wi-Fi Ruter? Yes, if yu already have an existing Wi-Fi Ruter this can be used instead if preferred. Hwever it is recmmended that yu re Wi-Fi Ruter supprts the fllwing features t get the ptimal perfrmance n fibre: Supprt fr Wi-Fi ( b/g/n and ac) Minimum Wi-Fi AC speed supprt f up t 1200Mbps Dual band supprt n 2.4GHz and 5GHz Wi-Fi bands Gigabit Ethernet WAN Prt

9 Gigabit Ethernet LAN Prts VLAN cnfiguratin Supprts TR 069 Supprts aut cnfiguratin Supprts bth MAC and PPPOE authenticatin 29. Des the Wi-Fi Ruter have a warranty? Yes, the Wi-Fi Ruter carries a 1 year warranty. 30. What happens if the Wi-Fi Ruter is faulty r is an OBF (ut f bx failure)? The custmer will be required t cntact Cell C dedicated fibre supprt call centre n: ; Or cfibresupprt@cellc.c.za t arrange fr a technician t swap ut and cllect the faulty r OBF Wi-Fi Ruter. An ut f bx failure (OBF) shuld be returned within 7 days after purchase t be eligible fr a swp ut. 31. The Wi-Fi speed perfrmance f my ruter des nt match my current line speeds, what culd be the prblem? Speed tests cnducted ver a Wi-Fi cnnectin is nt recmmended due t the fact that Wi-Fi technlgy perates n an pen frequency band and is prne t a lt f envirnmental interference and nise, the number f devices cnnected simultaneusly causes the Wi-Fi speeds t deterirate and the Wi-Fi range r distance culd als hinder the speed perfrmance. Cell C Cnnectr subscribers are advised that speed tests fr C Fibre must be cnducted ver the wired fibre cnnectin i.e. Cmputer must be cnnected directly t the ruter via the Ethernet prt t determine the actual line speeds f the C Fibre service. In rder t run a speed test C- Fibre Cnnectr subscribers are advised t use speedtest.net, select the Cell C server and run the test. 32. Hw are cancellatin requests, upgrade/dwngrade requests and supprt queries fr handled? The custmer can cntact Cell C with regards t cancellatins, upgrades/dwngrades r supprt related queries n; FIBRE (34273); Mn-Fri 7:00 19:00 Sat 8:00 13:00 After Hur Calls: All calls will be redirected t the exclusive help desk fr any assistance Or cfibresupprt@cellc.c.za. Cell C will run a diagnsis test fr supprt related queries and reprt the issue t the Fibre Netwrk Operatr (FNO).

*LTE Speeds vary for reasons like location, distance from base stations, terrain, user numbers,

*LTE Speeds vary for reasons like location, distance from base stations, terrain, user numbers, FAQ: SmartBradband Wireless Uncapped All Hurs & Business Hurs 1. What is SmartBradband Wireless All Hurs & Business Hurs? The SmartBradband Wireless All Hurs & Business Hurs service is a wireless bradband