Frequently Asked Questions

General FAQs

What are the benefits of Smile’s mobile SuperFast broadband?

• High-speed, mobile broadband access (SuperFast browsing speeds – customer can experience up to 21Mbps speeds);
• No installation required – Smile’s plug-and-play devices is easy-to-use enabling immediate access from your mobile, tablet or PC;
• Secure access to manage and recharge data through MySmile;
• Due to the SuperFast internet provided by Smile, more than 15 computers can connect via Smile's 4G LTE mobile broadband Wi-Fi router - cost effective savings;
• Tools available in MySmile to manage and control your data usage;
• Plug&Play access devices enabling easy access @home and @business;
• SuperFast data speeds for uploads and downloads of movies, music and video streaming;
• High-quality, reliable broadband internet for all online applications including video conferencing and calls;
• SuperFast access to applications that are hosted in the cloud and accessed via Virtual Private Networks (VPN).

How do I reset my router to default?

To set your router to the default factory settings, use your internet browser and enter fritz.box or 192.168.178.1 in your browser address field.
• Log on to your router with your username and password.
• In the ‘Overview’ menu on the left of your screen, select the ‘Systems’ option and then click on ‘Reset’.
• Click on ‘Factory Settings’ on the top of the page and then click on the ‘Load Factory Settings’ button.

I see a negative sign on MySmile – does this mean that my account will be debited when I recharge?

Your account will not be debited for SmileON data when you recharge. SmileON is free - the negative sign indicates that your SmileON data allowance is depleted.

Can I still access any websites and online applications after my SmileON data is depleted?

No, after the allocated SmileON data bundle is depleted, you will only have access to MySmile to recharge your Smile account

Will I enjoy SmileON only during nights and weekends?

Yes, you are able to access the internet 24 hours a day, 7 days a week, with your SmileOn data bundle.

Is SmileON only available when using a Smile Router?

Your SmileON data bundle is available across all access devices, including the Smile Router, Smile dongle and Smile MiFi devices as well as any other devices that work on the Smile network.

How can I get 4G LTE mobile internet from Smile?

You can visit our Online Shop to buy online and have the device and service delivered to your door, or you can call our customer care team on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number, or you are welcome to visit our Smile Shops.

How do I control my data usage?

Data usage can be managed by using the blocking buttons on the Smile Customer Portal (SCP) in the ‘Manage My Data Usage’ section, and by controlling your speed by selecting a lower internet speed.

Does my SmileON data accumulate if I buy multiple bundles?

No. When you purchase a new data bundle, the unused SmileON usage allowance will be cleared.

Is SmileON only available on routers?

SmileON is an additional data bundle allowance and can be used with all Smile devices and other devices that are compatible with the Smile network.

What is the validity period for SmileON bundles?

The SmileON usage bundle is available until the end of your current, purchased bundle’s validity period.

Does the SmileON bundle provide unlimited data?

No. If you purchase a 5GB data bundle, you get a usage allowance of 1GB, given in two tiers of 500MB each. If you purchase a 10GB data bundle and above, you get a usage allowance of 2GB, given in two tiers of 1GB each.

Will I enjoy SmileON at night and on weekends?

All SmileON bundles are usable 24 hours a day, 7 days a week.

Can I still access any sites and applications after my SmileON usage bundle is used up?

No. After the SmileON usage bundle is depleted, you will only be able to access Wikipedia, Smile websites and payment channels that allow customers to recharge their MySmile accounts.

What can I do with my SmileON data?

SmileON gives you access to selected websites and applications that are considered essential. Examples of these sites and applications relate to banking, browsing, email, government sites, messaging, news, Skype voice calls, social networking and Wikipedia.

I see a negative sign on the Smile Customer Portal (SCP). Does this mean that my bundle will be debited when next I top up?

Your account will not be debited for used SmileON bundles on your next top-up. SmileON is free to qualifying customers. The negative sign indicates that your SmileON usage allowance is depleting.

For how long do I get access to SmileON?

If a qualifying bundle you purchased depletes before the end of its validity period, SmileON will become available automatically, and lasts until the end of that bundle’s validity period, or until the allocated usage allowance is depleted.

How much does the SmileON usage bundle cost?

It is completely free to qualifying customers.

Which bundle plans qualify for SmileON?

SmileON is available to you if you purchase a 5GB or larger data bundle or a Smile@home Night and Weekend Bundle.

Where can I buy credit for data bundles, and how do I convert them to data?

There are three easy ways to do it:

o Buy credit from any PayWay service (use http://www.payway.ug/our-locations.html to find a PayWay service near you).

o Call the Smile Customer Care helpline on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number.

o Access the ‘MySmile’ link: https://www.smile.co.ug/scp/ where you will find instructions on how to convert to data bundles:

o Log in to https://www.smile.co.ug/scp/ with your customer username and password.

o On your ‘My Account’ page, check to see if your ‘Airtime Balance’ is sufficient to purchase the internet bundle required. If not, first top up your airtime using PayWay.

o On the ‘MySmile’ homepage, click on the ‘Buy Smile Bundle’ tab.

o Click on the ‘Purchase’ button next to the bundle you wish to purchase.

o A confirmation page will be displayed. Click ‘Confirm’ on the confirmation page to proceed, or click ‘Cancel’ to cancel the bundle purchase.

o Your newly purchased Internet bundle will be displayed in your ‘Data Bundle Balance’ on your ‘My Account’ page.

Is there an expiry date on my bundle?

Whenever you load data bundles you get a 30-day validity period starting from the date you subscribed for each data bundle. However, if you still have monetary airtime on your Smile account and you have allowed the ‘Out-of-bundle’ usage option you will still be connected, although your internet connection will continue using up your airtime directly. Please note that the monetary airtime in your account never expires.

How can I retrieve my data usage?

Log in to your account at https://www.smile.co.ug/scp/

Select the ‘Transaction History’ tab.

Choose the start date (‘Date from’) from the drop box menu.

Choose the end date (‘Date to’) from the drop box menu.

Your results will displayed in a table format showing dates, bundles, amounts etc.

How do I calculate my approximate data usage?

You can calculate your estimated data requirement using the Smile data calculator located on the Smile website.

How do I know if my data bundles are about to run out?

When your data bundles are used up to 80%, a message will be sent to your email address notifying you of your usage and explaining how to purchase additional bundles. Alternatively, you can check your usage under the ‘MySmile’ portal on the Smile website.

How do I get a SIM card replacement?

You can call the Smile Customer Care helpline on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number. Email us at customercare@smile.co.ug stating the reason for a SIM replacement, i.e. stolen, misplaced or damaged, and you will be assisted.

How do I protect my router/computer from a power surge?

Smile recommends the use of a power surge protector with your Smile 4G LTE Wi-Fi router and computer.

How do I set up my router?

The router is a plug and play device. You only need an Ethernet cable to connect your computer to any of the four LAN ports and you can start using the internet, or you can connect to the wireless name to start using the internet.

What must I do if my router is lost/stolen?

If your device is lost or stolen, contact Smile Customer Care on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number for assistance to block it. Smile shall not be responsible for replacing a lost/stolen device, but your credit will be transferred to your new SIM card.

Is a free email account offered with the service?

No. A Smile email service with smile domain will not be provided with Smile 4G LTE broadband. You may use other free hosted email services such as Gmail, Yahoo and Hotmail or any other Web-based email host/provider.

Is there an installation cost associated with setting up the Smile 4G LTE broadband service?

No. There is no installation cost for setting up the service.

As a customer, what do I need in order to access the 4G LTE mobile broadband service?

You need your personal ID if the intended purpose is for domestic use or a certificate of incorporation for business entities which will be used to register you as per the Uganda Communication Commission guidelines. For further details, please call the Customer Care helpline on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number.

What are the benefits of Smile 4G LTE broadband?

o High-speed wireless broadband internet access (faster browsing speed than 3G).

o No installation required – fast set-up time with Smile’s plug ’n play devices.

o Web self-care access and Customer Care support.

o Connect up to 32 computers to the Smile 4G LTE Wi-Fi router at the same time, thus saving costs.

o Control your internet account and usage through the Smile customer self-care portal (MySmile).

o Very easy for office or home use – with no need for line of sight or any external equipment.

o Wireless security to protect your wireless users.

o Quick uploads and downloads of movies, music and other video streaming sites.

o Provides high-quality video conferencing and calls.

o Faster access to applications which are hosted under the cloud computing environment and VPN.

o Multiple prepaid plans.

Do I need an SMTP Relay if my mail is hosted by a previous internet service provider?

Yes, if you are connected on to our service, you would need to have an SMTP relay. Please contact our call centre on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number and our technical team will be glad to get you set up.

I have over 60 computers in my organisation. Can one Smile router serve all of them?

The Smile 4G LTE router can serve up to 32 Wi-Fi client systems simultaneously (including laptops, tablets, smart phones connected to the router by Wi-Fi) , more machines can be connected by physical LAN cables through a switch and 32 machines connected without a switch, depending on the company’s LAN set up.

Is the Smile 4G LTE service a shared or dedicated connection?

The Smile 4G LTE service functions as a shared connection, but has the intelligence to manage and offer good quality of service to a large number of users.

Can I do a video call with Smile 4G LTE?

Yes, Video Calls through Skype, Gtalk, etc. can be used at a very high quality never experienced before.

Will I be able to play online games with Smile 4G LTE?

Yes, Smile 4G LTE broadband provides high-speed broadband internet access; you can even play HD games on the internet.

Do I need a new separate SIM or number for Smile 4G LTE?

Yes, you will need a Smile 4G LTE SIM card to access our 4G LTE service.

Do I have to buy a special handset or computer to use Smile’s service?

Smile’s service is available on any handset, tablet, laptop or computer that is Wi-Fi enabled. If you are within the coverage area of a Smile hotspot, or if you have a router with a Smile SIM card, our network is available to you by means of any Wi-Fi enabled device.

In addition, Smile’s SIM cards can be used on any router, laptop, phone or tablet that supports 4G LTE. Since 4G LTE is still a new technology, and devices may not be readily available in all countries, Smile’s SIM cards are sold with 4G LTE-enabled devices from Smile.

How can I connect to Smile 4G LTE broadband internet?

You can call our Contact Centre on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number or email customercare@smile.co.ug. Alternatively, you can visit our offices in Bukoto off Ntinda/Bukoto Road or log in to our website at www.smile.co.ug to leave your details and we will get back to you.

Where have you launched Smile 4G LTE?

Smile is the first and only Internet service provider to launch 4G LTE in Uganda. It has also launched its services in Nigeria and Tanzania and also has plans to have a wider coverage in Uganda.

What can I do with Smile 4G LTE broadband?

For businesses, Smile’s high-speed broadband enables reliable access to business applications that require higher speeds and last mile connectivity. Home users of Smile’s internet are able to undertake e-learning and e-commerce activities, watch online HD content like movies and so much more, like never before. Plus a host of other internet activities such as fast downloads and uploads, watching the latest concert or favourite sport live without buffering.

How is 4G technology different from 3G?

Smile has rolled out a 4G LTE broadband service using Long Term Evolution (LTE) technology. 4G LTE, put simply, is the next generation of technology and is therefore higher-speed internet technology compared to 3G internet technology. For example, what would take five minutes to download on a phone, tablet or laptop connected to the internet via a 3G network, would take 60 seconds on a device connected on a 4G LTE network.

What is Smile 4G LTE broadband?

‘4G LTE’ stands for Fourth Generation Long Term Evolution and is a Standard in Mobile Network Technology. It is the latest radio access technology after 2G and 3G that is able to deliver very high internet broadband speeds of up to 100Mbps for downloads and up to 50 Mbps for uploads.

Does Smile Uganda make donations to charity?

Smile Uganda believes that corporate social responsibility is an integral part of our business – we provide high-quality communications, and seek to make an impact in the countries where we are present. Smile is aware that it must contribute to the community in which it operates. We would appreciate it if you could email charity project suggestions to: community@smile.co.ug

Do you promote diversity in the workplace?

Yes. At Smile Uganda, we acknowledge the fact that diversity refers not only to ethnic backgrounds, but also to gender and age.

Can Smile Uganda help me to be a greener citizen?

Simple steps that will get you to ‘Smile’ as you become a greener citizen:

o Unplug appliances when you are not using them.

o Set computers and laptops to energy-saving settings and make sure to shut them down when you’re not using them for a long time.

o Try to save paper by keeping files on computers instead of in filing cabinets (this also makes it easier to make offsite backup copies or to take them with you when you move to a new location).

o Never throw away your old electronic equipment (handsets, laptops, PCs) in the trash – find out where to dispose of e-waste in your community.

Is Smile Uganda a good place to work?

Smile Uganda embodies all the Smile values:

o Everything is possible

o Integrity

o Humility

o Humanity

o Inspiration

The Smile values are at the centre of Smile’s work environment, its products and services and its ethos. As an employer, Smile also encourages:

o Good work/life balance

o Employee-friendly policies

o Interaction by its team across operations with various people across the globe, and

o An appreciation of all cultures

How do I reset my router?

To reset your router, log in in to the router’s interface by typing http://192.168.1.1 in your browser’s address field. Select the ‘System’ tab as shown in the figure below, and choose the ‘Reboot’ or ‘Restore’ option. Either option will set the router for re-initialisation and your router will be reset. Alternatively, with the aid of a pointed object, you can press and hold down for 3 – 5 seconds the ‘Reset’ button located between ‘WLAN’ and ‘WPS’ on the right side of the router. All the status icons on the front panel of the router will blink at the same time, which signals that the router has been reset.

What is the information on the back of the router?

DEVICE WEBSITE: By typing this web address in your browser you will be able to enter the router interface for configuration.

WLAN NAME: this is the default name of your WiFi network (this name will display on your wireless networks.

POWER SLOT: This is where you connect the router’s adapter.

LAN PORTS: The device has 4 LAN ports where you can connect to a switch or other devices such as computers and gaming.

DEVICE PASSWORD: This is the default password used to log into the device’s interface.

How do I change my Wi-Fi password?

Access your router’s interface and click on the ‘General Settings’ menu, then choose ‘WLAN Settings’ and type your chosen password (using no less than 8 characters) in the box labelled ‘WPA-PSK’. Finish by clicking ‘Submit’.

How do I change the password to the router’s interface?

When you log in for the first time to your router, you will be asked to change your password. Enter the password you want, confirm it and then click ‘Submit’. You can always change the password later in the ‘System’ menu by clicking on Password Change’.

How do I access my router’s interface?

To access your router’s interface simply type the URL http://192.168.1.1 into your browser. The default password is ‘admin’.

How do I set up the Smile 4G LTE router?

The Smile LTE router is a plug and play device. Below are picture aids to assist with installation and configuration.

How do I tell when there is connectivity between my computer and the router, and also when there is not?

Your computer is connected to the router when the LED light on the ‘Mode’ icon of the router is blinking blue and your computer ‘LAN’ icon or wireless SSID is highlighting the ‘connected’ status. When the ‘Mode’ icon on the router is blinking red, this indicates there is no connectivity, and when it’s blinking white, this indicates that the router is in the process of accessing the wireless network.

What do I do if I’m repeatedly disconnected or experiencing slow speed?

Check for any appliances with magnetic fields in the vicinity, e.g. microwaves, ovens, disc satellite antennas, and redirect the router away from them. Try to move your router location while checking the signal indicator bar on your router. Two signal bars and above are sufficient to have a good browsing experience. For further assistance and troubleshooting advice, please call Smile Customer Care on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number or email customercare@smile.co.ug for assistance.

Am I able to restrict access to my router?

You can configure the router to restrict access by IP, MAC address and URL options. You can also restrict Wi-Fi access to the router by a laptop/desktop. Please call our Contact Centre on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number for further assistance on how to set this up.

What are you doing about child safety online?

So far, Smile advises parents to understand what their children are doing online and to communicate openly and honestly with them. Some useful references on the issue of child safety online include:

o ITU: http://www.itu.int/osg/csd/cybersecurity/gca/cop/

o UN: http://www.unicef.ca/en/article/child-safety-online-global-challenges-and-strategies

o Kidsmart: http://www.kidsmart.org.uk/ and http://www.kidsmart.org.uk/downloads/searchGuide.pdf

Smile seems to define a GB differently from the traditional definition. Your GBs have fewer units (1 000MB) than we would normally expect (1 024MB). Why is there such a discrepancy?

Smile GBs are now 1 024MB, although this is not consistent with the standard definition of a GB. Smile conforms to the International System of Units (SI), which defines a gigabyte (GB) as 1 000 000 000 bytes or 1 000MB, a megabyte (MB) as 1 000 000 bytes or 1 000KB and a kilobyte as 1 000 bytes.

The appropriate prefix for multiples of 1 024 units is GiB, which is equivalent to 1 024 MiB, while MiB is 1 024 KiB, and KiB is 1 024 bytes. Operating systems like Windows©, Apple’s IOS and Android™ use multiples of 1 024 when displaying file sizes and storage space, but instead of using the appropriate prefixes (KiB, MiB, GiB), they instead use KB, MB and GB.

Smile values the opinions of our customers, so we have decided to align with the operating systems use of these prefixes. A Smile GB is now 1 024 MB and a Smile MB is now 1 024KB, which is the expectation of some of our customers.

What if there are multiple internet users in my household? Will my internet activity be tracked?

No, we only track the amount of data being transferred, not actual internet activity, subject to the terms of our Privacy Policy and Acceptable Use Policy.

How do you know that your data usage measurement is accurate?

Integrity is one of our core values. We have a dedicated team of trained and specialised engineers who thoroughly review and check the accuracy of our system on a regular basis. Our Customer Care agents are always happy to discuss individual usage one-on-one with our customers to answer their questions.

Each time I purchase a data bundle and then immediately try to verify in MySmile, I find that my bundle has reduced by 100MB, even before I have resumed using the service. Why is that?

The 100MB is the reservation quota. To prevent frequent billing, a reservation quota is given to grant you broadband access in the current session. Once your device is attached to the Smile 4G LTE network, a session is established. During this session, data transfer is allowed for up to 100MB, after which your account is debited with your actual usage and a fresh reservation quota is granted. However, should you choose to end the session before you have used up all of the granted 100MB, your account will be debited with only your actual usage and the remainder of the reservation quota is returned to your account.

The transaction history usage graph in MySmile Customer Portal is inconsistent. The graph shows that I have low usage on some days and then very high usage the next day. That doesn't match my actual daily usage. Why is that?

In some limited cases, part of your day’s usage may reflect on our systems on the following day, especially any usage that is close to midnight. This happens when your session continues into the next day. When that happens, we are still able to accurately show you the actual usage per individual days using our more detailed records. Our Customer Care agents are always happy to take you through the more detailed transaction history.

What is actually included in my data usage?

Data usage includes all of the data you have received (downloaded) or sent (uploaded). In addition, we take into account the Internet Protocol (IP) headers that are used during the transfer of data over our 4G LTE network (this is usually negligible). Access to MySmile Customer Portal is not included in your usage as access to this portal is free of charge to all Smile customers.

I seem to have lost all my custom settings like SSID (Wi-Fi name) and Wi-Fi passphrase, especially after an unexpected power outage.

All custom parameters are restored to default values.

If the router is powered off unexpectedly during the configuration, the parameters may be restored to default settings.

We recommend that you export the parameter settings after you set the parameters, so that the router can be quickly restored to the previous status using the export settings.

I suspect my neighbours are using my router Wi-Fi access point without my consent. How can I reset/change my password?

o Connect your computer to the router using a LAN cable.

o Open the router user interface in a Web browser:

URL: http://Fritz.box or http://192.168.178.1

Huawei router: http://192.168.1.1

Enter password/phrase.

o Under ‘WLAN’ > ‘Security’:

o Key in new ‘WLAN Key’.

o Click ‘Apply’.

o Please note that existing Wi-Fi users will be disconnected and will have to use the new passphrase to reconnect.

BitTorrenting: I regularly download files using a BitTorrent client (Utorrent, Vuze). However, when I download a file of 1GB size, I find that I have been overbilled and my bundle is depleted a lot more than expected?

o While downloading a file, your computer may also be serving/uploading already-received portions of the file to other users, as well as serving other complete files resident on the computer.

o It is advisable to remember to close the BitTorrent client application every time you’ve finished downloading. We also suggest you limit the upload speed under bandwidth settings within the client.

o BitTorrent client applications enable users to share large files over an internet link, without a dedicated central file server, but rather a user computer-to-user computer exchange. BitTorrent clients manage the file transfer sessions.

o Typically a file to be distributed is divided into smaller pieces, for example a 1GB file may be divided into 1 000 pieces of 1MB size each. This approach makes it possible to pause and resume download at any point in the file’s overall download life cycle. It also makes it possible for many users (known as ‘peers’ if they possess only a portion of the file, or ‘seeders’ if they possess 100% of the file) to contribute various pieces simultaneously to the downloading computer, making downloading much quicker.

o While downloading a file, the user’s computer (known as a ‘downloader’) also becomes a ‘provider’ (peer) of the pieces they have already downloaded to other users’ computers (downloaders) while downloading the same file.

o Downloaders may also have access to other complete files resident on the customer’s computer. However, customers may not be aware that they are indeed serving to other downloaders, and with Smile LTE superfast uplink speeds, this costs them gigabytes of data.

Where can I monitor and limit the bandwidth usage of every user connected to my LTE Wi-Fi router? Is it also possible to restrict access based on time of day and websites?

Routers vary in capabilities and features.

o With Huawei B593 it is possible to deny access to some websites (blacklist), however, this restriction is globally applicable to all connected client devices. No per-connected-customer usage control features or statistics are available.

o FRITZ!Box incorporates extra bandwidth control features. It is possible to apply website filters per connected customer devices, as well as time of day-based access restrictions, uniquely per connected customer device. Contact Smile Customer Care for help in setting up such controls.

And how much data do I use when I make a Skype call?

Skype:

o Skype voice-only calls: Recommended speed is 100kbps (although Skype will allow the call to degrade to 30Kbps, before dropping it) – average volume consumed is 29.3MB/hour.

o Skype video calls: Recommended speed is 500kbps (video calling can degrade to 300Kbps, before dropping) – average volume is 200MB – 225MB/hour.

How much data do I use when I watch YouTube or do online streaming of TV stations like Al-Jazeera, BBC or CNN?

o YouTube:

o High definition (1080p) – one hour of streaming will consume an average of 1.89GB volume (average speed 4.2Mbps).

o 360p (usually the default) – one hour of streaming will consume an average of 390MB volume (average speed 867Kbps).

o Online TV:

o Al-Jazeera requires a minimum of 850Kbps (average volume 386MB/hour) to stream without buffering.

o BBC World requires a minimum of 1.5Mbps (average volume 675MB/hour).

I seem to be overbilled: I don’t really use your data service that much, but when I check my account in SCP, I find my bundles are depleting so fast. I think I’m being cheated or there’s a leakage somewhere. Can I verify that this is not the case?

The router records total data transfer to and from connected computers to the network. This can be viewed on the Web UI, under ‘Online meter’ . Please note the following:

• An idle Windows PC may still use data for background activities like Windows update checks and downloads, and the presence of some applications like Skype, etc. To help understand what individual background applications or processes are using the bandwidth, we recommend bandwidth monitoring applications like NetLimiter 3, which shows a list of all applications communicating over the network, their connections and transfer rates. NetLimiter 3 can be downloaded here: http://www.netlimiter.com/download.php

• Please also note that, at the point of logging off the internet, the customer’s account has not yet been billed for the final data usage. The final usage may be billed up to five minutes later, after the customer has switched off their router or client PC. In SCP, the correct bundle balance is what will be displayed six minutes after switching off the router (remove the SIM card while the router is powered on). If the customer only has Smile 4G LTE broadband internet to access SCP, they will never know their actual final balance at the time of switching/logging off.

• At the point when the customer resumes the Smile 4G LTE broadband internet service, 20MB will automatically be deducted from their SCP account balance. The balance displayed in SCP is always less by the reservation volume of 20MB, in the current configuration. 20MB is not lost, but rather taken into reservation for use in the new/current data session. That explains why customers seem to think they lost 20MB when coming from an inactive mode.

o Example: The customer checks their SCP bundle balance just before switching off their PC/router, and finds a balance reading of 100MB. In the meantime, there’s a reservation of 20MB of which 14MB has been consumed, 14 MB gets billed three minutes later and 6MB is returned. The new bundle balance is now 106MB, but the customer does not get to see this. The customer switches their router/PC on, resumes internet services and quickly checks their SCP account for the bundle balance and this time sees a balance of 86MB (106MB – 200MB new reservation). The customer thinks they have lost 14MB while they were not using the internet.

• For absolute bundle balance view in SCP, the customer should select ‘Disallow All Usage’ under ‘Account Status’, wait for six minutes and refresh to view the final bundle balance. Then the customer can log off or disconnect from the router/dongle, etc. The balance should remain unchanged even when they reconnect to the router/LTE network as volume reservation will not be possible. Customers will have to enable ‘Allow All Usage’ to access the internet once more.

• The routers do not use any data when no customer devices are connected to the routers – tests have confirmed this.

• The Smile 4G LTE broadband service cannot originate a transfer or communication session directly with the customer’s PC. PCs are shielded from the LTE network, in the router’s private network – LAN. If there are any readings on the bandwidth meter tool on the customer’s PC, then an application on the PC initiated a data session. No pings, etc. from the LTE network side, destined for the customer’s PC, are possible.

I bought a quality service from Smile (up to 21Mbps) but my internet connection is very slow. What can I do?

Your quality of experience depends on several factors:

o Confirm coverage of the router location (for a good experience, it should be two bars or better). Bars can seen in the Web User Interface, under ‘Internet’ > ‘LTE Info’.

o The number of client devices on the router Wi-Fi AP and the number of downloads/sessions per user. BitTorrenting or media streaming over Wi-Fi may result in an impaired experience for other Wi-Fi-connected customers.

o For maximum speed, use the Ethernet LAN cable.

How many computers can I connect to my router’s Wi-Fi access point (AP)?

Wi-Fi routers can admit up to 32 (Huawei B593) and 18 (FRITZ!Box 6810) concurrent customer Wi-Fi connections, but in reality the number of customers it can serve simultaneously also depends on the number of sessions per customer computer. For example, one customer who is BitTorrenting would normally render the router unusable by other connected clients.

What is the maximum wireless range of my home CPE/router?

o Typically, home CPEs transmit at the maximum power (100mW). It is, however, difficult to state the maximum wireless range of the router, since the attainable range also depends on environmental factors in which the device is being operated, including such factors as:

o The transmitter power of the communicating computer’s WLAN adapter.

o Building properties (wall thickness, materials, e.g. concrete reinforcement, steel construction elements).

o Interference by other Wi-Fi access points.

o Indoors, the typical range value is 32 metres, or maximum 2 x brick walls’ penetration; outdoor typical value is 100 metres.

The ‘LTE’ Mode LED on my router does not stop flashing green (FRITZ!Box) or flashing white/steady purple (Huawei). What can I do?

o The blinking ‘Power’ LED indicates that the router is unable to open the LTE connection with the Smile LTE service

o If the LTE LED is lit but flashing green (FRITZ!Box), flashing white (Huawei router), or steady purple (Huawei) then the router is either still searching or cannot find the Smile LTE service.

o Confirm that the antennas are not damaged, or that the SIM card is not missing/not properly inserted/faulty.

o Make sure the problem is not coverage-related (have you connected to the LTE network before in the same location?)

o Find out from Networks if there are any outages in any areas.

o Log a Jira ticket and escalate to the Networks and Products teams.

o In some cases the SIM card has registered the Smile LTE service on the forbidden list. This happens usually in poor coverage locations, whereby the router has been rejected by the network on several attach attempts – escalate to Device Support.

My new computer can find my router wireless, however, my passphrase/key is rejected. What can I do?

If you are certain that the passphrase is correct, make sure you have selected the WPA encryption type. Right click on the router Wi-Fi, select ‘Properties’ on the pop-up window, click on the ‘Security’ tab, and for ‘Security type’ select ‘WPA’.

You may also follow the passphrase/key reset procedure described below.

If some computers support only older encryption methods like WEP, then you may enable a second SSID broadcast and enable it to support only WEP.

My computer cannot find the router’s wireless. What can I do?

If you are certain that the passphrase is correct, make sure you have selected the WPA encryption type. Right click on the router Wi-Fi, select ‘Properties’ on the pop-up window, click on the ‘Security’ tab, and for ‘Security type’ select ‘WPA’.

You may also follow the passphrase/key reset procedure described below.

If some computers support only older encryption methods like WEP, then you may enable a second SSID broadcast and enable it to support only WEP.

How can I get SuperFast 4G LTE mobile broadband with Smile?

You can get SuperFast mobile internet at any one of our shops, kiosks or authorised reseller or you can send us an email at customercare@smile.co.ug.

What is the minimum balance I can have on my account before disconnection?

You will be disconnected and unable to access the internet when your internet bundle runs out. However, if you still have airtime on your account and have allowed the ‘Out-of-bundle’ usage option, you will still be connected, though your internet connection will continue using up your airtime directly. Please note that the airtime in your account never expires.

Do I get a free SIM card when I buy the Smile 4G LTE router?

The starter pack for Smile customers includes a router, a SIM card and a 1GB free data bundle.

Smile Uganda has three packages:

• 4G LTE router, which includes a SIM card and 10GB data bundle.

• MiFi, which includes SIM card and 5GB data.

• Dongle, which includes 3GB data.

How do I convert my airtime to bundles?

Log in to MySmile with your customer username and password.

o On your ‘My Account’ page, check to see if your ‘Airtime Balance’ is sufficient to purchase the internet bundle required. If not, first top up your airtime using PayWay.

o On the MySmile home page, click on the ‘Buy Smile Bundle’ tab.

o Click on the ‘Purchase’ button next to the bundle you wish to purchase.

o A confirmation page will be displayed. Click ‘Confirm’ on the confirmation page to proceed or click ‘Cancel’ to cancel the bundle purchase.

o Your newly purchased internet bundle will be shown in your ‘Data Bundle Balance’ on your ‘MyAccount’ page.

Does Smile provide great customer service?

Employees of Smile have been trained to have sufficient knowledge on all Smile Uganda products, service offerings and processes. Our staff is required to understand that ‘Everything is possible when done with integrity, humility, humanity and inspiration.’ We are always respectful, transparent and honest with our customers.

My Bundles are running out so fast. Why is this?

Smile’s internet access service offers unparalleled superfast speeds and because of this you may find your bundles being used up at a different (faster) rate than you had previously been used to. This is quite normal as Smile wants to provide you with an improved service offering and experience, superior to any of our competitors in Uganda. Smile can also recommend simple on line tools which can help you see how your bundles are being used. Please contact us on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number for more details or alternatively write to us on our website ‘Contact Us’ page (click here to go to the Contact Us page) and also through our Smile Facebook page.

How can I get in touch with Smile Communications if I need help with my Smile service?

Click here to contact us or call us on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number.

What is SmileON?

SmileON is provided to customers who bought a 5GB or larger SmileData bundle and will keep you connected even when your data bundle is depleted. We will keep you connected to selected websites to do your banking, browsing, email, messaging and social media. Exclusively brought to you by Smile. Read more on the Fair Usage Policy that applies to SmileON.

How is 4G LTE different from 3G broadband?

Smile has rolled out 4G LTE internet using Long Term Evolution (LTE) technology. 4G LTE, put simply, is next generation mobile technology and offers the highest-speed broadband technology compared to 3G broadband. For example, what would take minutes to download on a phone, tablet or laptop connected to the internet via 3G would take seconds on a device connected to Smile's SuperFast 4G LTE network.

What are the values of Smile?

Everything is possible when done with Integrity, Humility, Humanity and Innovation. This is how we approach every aspect of our job, every service and product we offer, and how we deal with our customers, partners and our staff.

The Smile values are at the centre of Smile’s work environment, its products and services and its ethos. As an employer, Smile also encourages:

  • Good work/life balance
  • Employee-friendly policies
  • Interaction by its team across operations with various people across the globe, and
  • An appreciation of all cultures

I have been away from my computer and I see that part of my data bundle has been used. What could have happened?

In order to minimise ‘unwanted usage’, there are a number of precautions you can take to ensure that you can maximise the management of your data usage. Sometimes, programmes can run in the background which will use data. If you see this happening, please check the following in order to protect against unwanted usage:

  1. Always be very wary of torrents. Torrenting is illegal and you can unwittingly be acting as a seeder for other internet users if you download and leave torrenting software open. Your operating system/antivirus programs may be running automatically in the background. To get around this, you can disable automatic updates.
  2. Always close your web browsers and other tabs if you are not using your computer.
  3. Always ensure that your computer is clear from viruses, worms and trojans to avoid running any superfluous processes.
  4. Exit from any download manager that you are running on your computer in order to avoid active download processes. Smile can also recommend simple online tools that can help you see how your data is being used.

Our Customer Care team is on hand to provide you with further advice on how best to avoid unwanted data usage.

Chat with Smile for more details (call us on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number, or email customercare@smile.co.ug .

What are you doing about safety online?

Smile advises parents to understand what their children are doing online and to communicate openly and honestly with them. Here are some useful references on the safety of our children online :

Will a technician be required to install and set up the service?

No, there would be no requirement for a technician on-site to install your Smile service. Smile's 4G LTE internet offers devices that are plug-'n-play, customer-friendly and easy to use. However, in the event that you need assistance with the set up of your Smile service you are more than welcome to call our customer care team on 0720 100 100 from any network or 100 (FREE) from any SmileVoice number and they will gladly assist you.