FAQ

1. What is Faiba and what can it do for you?
Faiba is the latest JTL high quality, world class fiber to the home network. With faiba Internet you get very many benefits:

✔ the whole house can go online at the same time with no drop in speed,
✔ access Video Conferencing and IP phone services with high definition (HD) clarity,
✔ access online TV and film streams without interruptions,
✔ play your favourite games online
✔ download music in a flash,
✔ access distance learning and many others;

the possibilities are endless….

2. Why Optic Fibre
Among many other features fiber optic is faster and is future proof meaning the fiber infrastructure we install now will meet ICE (Information, Communication and Entertainment) needs of today and the foreseeable future.

Some of the benefits of optic fibre over other internet access connections are:

✔ It’s the most advanced way to enjoy broadband.
✔ Clear highest quality signal for sound, data and graphics
✔ Extremely high speeds available up to the speed of light
✔ Unlimited bandwidth
✔ Higher reliability and no drops in speed with distance or number of users
✔ Your connection is not affected by weather conditions or obstructions to signals

3. Why JTL

✔ Highest quality fibre connection available in the market
✔ Excellent 24X7 customer care
✔ It has a very high bandwidth and network capacity
✔ High reliability with very many satisfied clients
✔ Experienced broadband service provider with over seven years experience

4. What are the connection speeds and costs

Our current Internet packages are monthly rates of:
   10Mbps at Kshs.10,000
   15Mbps at kshs.15,000
   20Mbps at Kshs.20,000

There is one time installation fee of Kshs.15,000.

5. What is the Coverage area?

This service is currently available in parts of Nairobi and Mombasa. Click here to check if your residential area is in the list of available locations

The network is expanding fast. For further details please contact us on: Tel: +254 (0)20 3975100

6. How do I contact the JTL Sales team?

The JTL Sales team can be contacted on:

•  Tel: +254 (0)20 3975400, +254 0711 054 118 or +254 0732 103 112
•  Fax: +254 (0)20 3874600
•  Cell: +254 0711054400
•  You could also visit our offices at ADGroup Centre | Kunde Road | Off Korosho Road | Valley Arcade

7. What information is required?

We will need your:

• Location details
• Home/Work Contact details and Billing Address

8. What is involved in the installation and how long does it take to get connected

• When you contact the sales team, you will be advised if we are able to provide Faiba in your area.
• If yes, advance payment will be made for survey and installation purposes.
• You will be asked to choose an installation date.
• Once we have confirmed your chosen date one of our engineers will come to do a survey and set up the Faiba connection. A fibre cable from our network will be run underground or overhead to your premises. Your Faiba connection will run along the outside or inside of your home to the JTL router that will be mounted at a convenient location inside your building.
• One of our expert engineers will then visit your home or office at a convenient time for you to install and set up your Faiba service. Once it’s all up and running, the engineer will show you how everything works.

9. My Internet is not working, what should I do?

If you have a problem with your connection, please have a look at the following:
• Is the JTL router unit turned on? (the power switch should be highlighted green)
• There should be two flashing green lights for the PON and WLAN
• The LAN LED is flickering with a green light
• If the LOS LED is red: restart the unit.
• Check if payments are up to date
Note: Please do not move the ONU unit once it has been mounted as the fibre connections are delicate and a slight move could mean loss of signal.

If these do not solve the problem or you have any other concerns please contact customer care.

10. How can I contact Customer care?

Customer care is available 24 hours a day all year round. They can be contacted via email or telephone on:
• Tel: +254 (0)(20) 3975100 or +254 (0)711 054 100
• Email: faiba@jtl.co.ke

11. When will I receive my bills and how can I pay my bills?

- You will receive your billing invoice via email. Please ensure that your email contacts are updated with us.
- Please note that your account will be automatically disconnected on our system if payment is not made on time.
- You can make a payment via several options listed below:

1. Via M-Pesa
Go to M-PESA on your phone >Select Pay Bill option > Enter Business no. 330330
Enter JTLKXX in account code (where XX are the numeric digits of your JTL FAIBA account number)
Enter the Amount and your M-PESA PIN then Send

2. Barclays BANK:
AC/No: 0451549855
Account Name: Jamii Telecommunication Limited, Branch: Hurlingham Branch
Please indicate the Invoice and Account number

3. Airtel Money
Go to Airtel -> airtel money option on your phone >Select make payments option> Select pay bill option> Select OTHER > Enter business name pesapal> Enter Amount Enter your PIN >For Reference enter JTLX (where JTLX is your JTL FAIBA account number)

4. Online Payment
Go to http://payments.faiba.co.ke/ or go to https://www.pesapal.com/billpayments and select JTL(Jamii Telecom)
Enter JTLKXX in account code (where XX are the numeric digits of your JTL FAIBA account number)
Enter the Amount for your Faiba Package

 5. You can pay at our Offices
ADGroup Centre, Kunde Road, off Korosho Road, Valley Arcade, Gitanga Road

12. I need to upgrade or modify my connection, who should I contact?

For any connectivity issues please contact the customer care team on: +254 (0)711054100

13. Do you have any questions, comments or feedback?

Please do not hesitate to contact us via:
Email: faiba@jtl.co.ke or info@jtl.co.ke
Tel: +254(0)711054100, 0711054000, 0711054140, 0711054141

We value your opinion and look forward to delivering world class services to you.