Welcome to the Hello Konnekt FAQ page,

your go-to resource for all your queries.

Whether you’re exploring our services for the first time, need assistance with your current plan, or have technical questions, we’ve compiled a list of frequently asked questions to help you find quick answers.

Our goal is to make your experience with Hello Konnekt as seamless and satisfying as possible, so dive in and discover everything you need to know about connecting with confidence.
Need further assistance? Our Expert Team is here to help.

About Hello Konnekt:

What is the vision of Hello Konnekt?

To redefine connectivity across Africa, making digital access universally available, affordable, and equitable, thereby unlocking the continent’s full potential for innovation, education, and economic growth.

What is the mission of Hello Konnekt?

Our mission is centred around empowering individuals, households, and businesses through reliable and innovative connectivity solutions. Here’s what drives us:

Enhance Connectivity: Our core mission is to enhance digital connectivity across Africa. We aim to provide high-quality, reliable internet services that are accessible to everyone, regardless of their location or economic status.

Drive Digital Inclusion: We are committed to driving digital inclusion by breaking down the barriers that prevent people from accessing and benefiting from the digital world. This includes offering affordable plans, investing in infrastructure to reach underserviced areas, and providing innovative solutions that meet diverse needs.

Empower Through Education: Education is a key component of empowerment. Hello Konnekt actively participates in community engagement initiatives that promote digital literacy and provide educational resources. Our goal is to equip people with the skills necessary to thrive in a digital society.

Support Economic Growth: We believe that internet access is a catalyst for economic growth. By providing robust connectivity solutions, we support businesses, foster innovation, and create opportunities for economic development within communities.

Client-Centric Service: At the heart of our mission is a commitment to Client satisfaction. We work tirelessly to ensure that our services are not only accessible but also backed by excellent Client support. We aim listen to our Client, adapt to their changing needs, and continually improve our services.

At Hello Konnekt, we are dedicated to connecting communities and empowering them through the transformative power of the internet. Our mission drives every decision we make and fuels our commitment to making a positive impact in every community we serve.

What is Hello Konnekt's solution to our connectivity challenges? All of the other telecommunications companies that came into our area have delivered sub-standard connectivity.

At Hello Konnekt, we are committed to delivering high-quality internet services, especially in regions where residents have experienced sub-standard connectivity. Here’s how we address and overcome these challenges:

Advanced Technology: Unlike traditional wired services (such as Fibre), Hello Konnekt uses cutting-edge technology that allows us to provide stable and high-speed internet without the limitations posed by traditional infrastructures. This technology is adaptable to various geographical and environmental conditions, ensuring reliable service.

Tailored Network Solutions: We recognise that each area has unique challenges. Our approach includes conducting thorough assessments of local conditions to design and implement network solutions that specifically address these challenges.

Community Engagement: Understanding the specific needs and concerns of the community is crucial. We engage directly with residents and local leaders to gather feedback, which informs our deployment strategy. This community-focused approach helps ensure that our solutions are effectively tailored to meet the actual needs of the area.

Ongoing Optimisation and Upgrades: Our commitment doesn’t stop at the initial setup. We continuously monitor network performance and user satisfaction to identify and implement necessary adjustments and upgrades. This proactive approach helps us maintain optimal service levels and address any emerging issues swiftly.

Transparent Communication: We keep our Clients informed about what we are doing to improve connectivity. Regular updates about progress, maintenance activities, and any network enhancements are communicated through multiple channels to ensure that our Clients are well-informed.

Client Support: Our Client Service Centre is available is to address any concerns and assist with troubleshooting. We provide various support platforms to ensure that any issues are resolved promptly and to your satisfaction.

We are dedicated to solving the connectivity issues in your area and providing a reliable internet service that you can trust. We invite you to experience the Hello Konnekt difference for yourself.

What are the alternative internet connection options if Fibre is not available in my area?

Our service is designed to provide a robust and reliable internet connection that meets your needs without the drawbacks associated with traditional Fibre installations. Hello Konnekt provides several advantages over traditional Fibre. These include:

Quick Deployment: Our technology can be deployed much faster than traditional Fibre because it doesn’t require extensive in-ground infrastructure. This means you can get connected sooner without lengthy waiting periods.

No Equipment Necessary: Unlike Fibre that often requires the installation of routers and other hardware, our service does not require any additional equipment. This makes the setup process simpler and more straightforward.

No Installation Costs: With Hello Konnekt, there are no installation fees. Our service eliminates the need for costly setup procedures that are typically associated with Fibre installations.

Consistent Speeds and Reliability: Our advanced technology ensures that you receive consistent and reliable internet speeds, comparable to or exceeding those offered by traditional Fibre.

Wide Coverage: Especially beneficial in areas where Fibre is not yet available, our solutions can reach a broader audience, including remote and rural locations.

For more information about our services or if you have specific requirements, please visit our website or contact our Client Service Centre. We are here to assist you in finding the perfect internet solution that fits your lifestyle and needs.

How is Hello Konnekt involved in community development?

Our commitment extends beyond providing internet services. We engage in various community projects focused on education, digital literacy, and environmental sustainability. Learn more about our initiatives on our community forums.

Getting Started:

How do I sign up for Hello Konnekt?

Signing up with Hello Konnekt is simple and straightforward, ensuring you can quickly enjoy our high-speed, reliable internet service as quick as you can say 1, 2, 3 … Konnekted.

Here’s how you sign-up with us:

◦ Visit Our Website: Start by visiting Hello Konnekt’s website (www.hello-konnekt.africa) from any internet-enabled device. This is your gateway to our comprehensive range of internet services.

Register: Navigate to the ‘Client Login’ button, typically located at the top right corner of the page or within the main navigation menu.

Click on the ‘Register’ Button: You have the option to register using your details or through your preferred social media account, such as Facebook or Google.

Complete the Registration Form: After clicking register, fill out the registration form with all required information including your name, address, contact details, and any other data needed to set up your account.

Submit and Confirm: Once you have completed the form and agreed to the terms of service, submit your registration.

You will receive a confirmation email or message verifying your sign-up and providing further instructions.

Choose Your Plan: After you have completed the registration process, login to your account using the ‘Client Login’ button on our home page. Browse through our plans and select the one that best meets your needs.

Our system will guide you through the process step-by-step.

What documents do I need to provide to become a Hello Konnekt Client?
In most cases, no documentation is necessary. Simply fill out our online application form, set your communication preferences, select your preferred payment method, and we will get you connected.

Be aware that certain services may require additional information. For complete details, please visit our “Sign-Up” page.

How can I check if Hello Konnekt is available in my area or in my Complex?

To check if Hello Konnekt provides service coverage in your area, you have several convenient options:

Online Coverage Tool: Visit our website at www.hello-konnekt.africa. Use the Coverage Tool by entering your home address to see if service is available in your area. This tool is regularly updated to reflect the latest service availability.

Contact our Client Service Centre: Alternatively, you can make contact with our Client Service Centre for personal assistance. Use the Live Chat function available on our website or send an email to support@hello-konnekt.africa.

Our team is available to assist you in determining if your specific address or required service area is within our service range. Our team can further provide you with information about our future expansion plans.

How do I get confirmation of the Installation of my service?

Please note that there are no installation visits required to konnekt to our service.

You konnekt to our service by simply:

◦ Going to your Settings on your device.
◦ Select Wi-Fi settings.
◦ Select the Hello-Konnekt network.
◦ The network will ask you for a password. Insert your Voucher Number under the password field.
◦ You are now konnekted.

Should you have a confirmed appointment with one of our team members, you are welcome to contact our Client Service Centre via Live Chat or email at support@hello-konnekt.africa.

Plans and Service:

What internet plans does Hello Konnekt offer?

Essential Konnekt For Casual Users and Small Families

Overview: Get connected with Essential Konnekt, our basic plan tailored for individual users and small families. Enjoy reliable internet access with speeds sufficient for browsing, email, and standard-definition streaming.


Speed: 5Mbps upload and download
Device Support: Up to 4 devices
No FUP, No Throttling: Enjoy unlimited data with no Fair Usage Policy (FUP) and no throttling.
Additional Benefits: No contract required, ensuring flexibility and ease of use.

Core Konnekt For Enhanced Home Use

Overview: Upgrade your home internet experience with Core Konnekt, designed for households with higher-than-moderate internet usage. Enjoy faster browsing, streaming, and downloading with enhanced speeds.

Speed: 10Mbps upload and download
Device Support: Up to 4 devices
No FUP, No Throttling: Experience unlimited data with no Fair Usage Policy (FUP) and no throttling, ensuring consistent performance.
Additional Benefits: No contract required, providing peace of mind and flexibility.

Premium Konnekt For Enhanced Home Users with Larger Families

Overview: Premium Konnekt offers enhanced home users with 10Mbps upload and download speeds, and supports up to 10 devices. Ideal for larger families which require exceptional connectivity.


Speed: 10Mbps upload and download
Device Support: Up to 10 devices
No FUP, No Throttling: Enjoy unlimited data with no Fair Usage Policy (FUP) and no throttling, ensuring uninterrupted usage.
Additional Benefits: No contract required, supporting up to 10 devices simultaneously for ultimate connectivity.

We are continuously working to add more plans tailored to the needs of our Clients. For more detailed information about each plan, or if you have specific questions, please visit our website or contact our Client Service Centre. We are here to help you find the perfect plan to suit your internet needs!

Why do you limit the number of devices supported by the Hello Konnekt plans?

Limiting the number of supported devices on our plans is a strategic decision aimed at ensuring optimal performance and quality of service for all of our Clients. Here are the reasons behind this limitation:

1. Network Capacity Management: Each device connected to our network consumes bandwidth, which affects the overall network performance. By limiting the number of devices, we can manage network capacity more effectively, ensuring that all users experience consistent speeds and reliable connectivity.

2. Quality of Service: Having a cap on the number of devices ensures that each connected device receives sufficient bandwidth to perform tasks effectively. This helps prevent network congestion and slowdowns, ensuring a better overall user experience.

While we understand that Clients may have multiple devices they wish to konnekt, our goal is to prioritise network performance and reliability for all users. We continuously evaluate and adjust our policies to strike a balance between accommodating user needs and maintaining service quality.

Billing and Account Management:

How can I view my bill, request an invoice or check my account balance?

To view your bill, request an invoice or check your account balance, simply access the Hello Konnekt Client Portal via our website. Within this secure area, you’re able to review your billing statements, view your current balance, and complete payments with confidence.

What payment methods do you accept?

We strive to make purchasing your Hello Konnekt service as convenient and secure as possible. Hello Konnekt offers a variety of convenient payment options to suit your needs. You can easily choose your preferred payment method during the sign-up process or modify your payment preferences anytime through the Client Portal on our website.

Here are the payment methods you can use:

Online Payments: You can easily make payments directly on our website. Our online payment system is secure and encrypted to ensure your financial details are protected. When you pay online, Hello Konnekt does not have sight of your card details, ensuring your privacy and security.

Merchant Vouchers: For those who prefer to pay in cash, you can purchase your Hello Konnekt Voucher through our extensive Merchant network. Just look for stores displaying the “Hello Konnekt” sign. This option allows you to enjoy our services by paying cash at locations convenient to you.

Expanding Options: We are continuously working to add more payment options to make our services even more accessible. Stay tuned for new methods that will be introduced to enhance your convenience.

We value your privacy and security, and we are committed to maintaining the highest standards of safety in all transactions. Whether you choose to pay online or buy vouchers, you can rest assured that your transactions are secure with us.

What happens if I pay for my plan during the month?

If a Client subscribes for their plan during the month, their plan will begin on the day they subscribed and will continue for the period stated on the plan terms. Here’s a breakdown of what happens:

1. Immediate Activation: Upon subscribing to a plan, the Client’s service will be activated immediately. They can start using the internet service right away without any delay.

2. Continuation of Service: After your plan has been activated, the plan will continue for the duration specified in the plan terms. This ensures uninterrupted service for the client, with no gaps in connectivity.

3. Billing Cycle: Subsequent billing cycles will align with the original subscription date, meaning the Client’s billing cycle will reset on the same day each month. This provides consistency and predictability in billing for the Client.

What is Hello Konnekt’s Refund Policy?

It’s important to us that our Clients understand our policies clearly, especially regarding refunds.

Prepaid Plans: All of our internet plans are prepaid. Once a plan is purchased, it is non-refundable. This policy ensures that we can maintain the highest quality of service and support for all our Clients.

Duration of Service: When you purchase any of our plans, you will have access to the service for the duration specified at the time of purchase. Each plan details the length of service, speed, and provides you with unlimited data.

Upgrades: If you choose to upgrade your plan, the purchase of the new plan does not cancel or replace the original plan. Instead, you will have access to both plans concurrently until each expires according to its specific duration.

We encourage our Clients to carefully consider their internet needs before purchasing a plan to ensure that it fits their requirements. If you have any questions or need further clarification about our services or policies, please do not hesitate to contact our Client Service Centre via Live Chat or email. We are here to help you make the best decisions for your internet service needs.

Can I upgrade my plan after I have already purchased a plan?

At Hello Konnekt, all of our internet plans are prepaid, meaning once you purchase a plan, you will have access to it for the duration specified at the time of purchase. Unfortunately, we do not provide refunds once a plan has been purchased.

If you decide that you would like to upgrade your plan after you have already purchased another plan, here is what you will need to do:

Purchase Your New Plan: You can select and purchase a new plan through your Client Portal on the Hello Konnekt website.

Access Both Plans: Once you have purchased your new plan, you will have access to both your original plan and the new upgraded plan simultaneously. This allows you to connect the maximum number of devices permitted under each active plan.

Plan Expiry: Each plan will expire according to its specific duration, and you can continue to use the services as per the limits of each active plan.

We encourage our Clients to carefully consider their internet needs before purchasing a plan to ensure that it fits their requirements.

How can I manage my subscription?

The most comprehensive tool at your disposal is our Client Portal accessible through our website. Here, you can view and update your subscription details, check your current plan, upgrade your plan, and update your personal information.

Billing and Payments: View your billing history, download invoices, and manage payment methods.

Service Management: Monitor your data usage, report service issues, or request technical support.

Live Chat: For assistance with your subscription, use our Live Chat feature available on our website. Our Client Service Representatives can help you in real-time and provide instant support for any queries you might have.

Email Support: You can also manage your subscription by sending specific requests to our support team at support@hello-konnekt.africa. Whether it’s about upgrading your plan or addressing billing queries, our team is ready to assist.

Are there any installation fees or hidden costs?
At Hello Konnekt, transparency stands at the forefront of our values. Rest assured, there are no activation fees, installation charges, or any hidden costs when you choose us. Expect nothing but exceptional service without any unwelcome surprises.
How can I manage my user profile?

Managing your user profile with Hello Konnekt is designed to be straightforward and user-friendly, ensuring you have full control over your account settings and preferences. Here’s how you can manage your profile:

Access the Client Portal: First, log into your account through the Client Portal on our website. This portal is your central hub for all account management needs.

Update Personal Information: Within the Client Portal, navigate to the ‘Profile’ or ‘Account Settings’ section where you can update your personal information. This includes your name, contact details, email address, and any other pertinent information. Keeping your information up-to-date is crucial for receiving timely updates and managing your services effectively.

Change Password: You can change your password through the same profile section. We recommend updating your password periodically to enhance your account’s security.

Manage Communication Preferences: Adjust your preferences for how you wish to receive communications from Hello Konnekt. This includes selections for email or SMS.

View Service Details: Your profile also allows you to view details of your current plan, monitor your data usage, and access billing information.

Help and Support: If you encounter any difficulties or have specific questions while managing your profile, our Live Chat is available to provide real-time assistance. You can also contact our support team via email for more detailed support.

We are committed to ensuring that managing your Hello Konnekt profile is as convenient and accessible as possible. Our Client Service Centre is ready to assist with any inquiries or help you may need during the process.

Safety and Security:

How does Hello Konnekt ensure my online security?

To safeguard your online activities, Hello Konnekt employs cutting-edge encryption and the latest security protocols, ensuring your data and privacy are protected. Furthermore, we continually update our systems and share practical advice to enhance your online safety.

It’s important to recognise that while we take extensive measures to secure your data from a network standpoint, optimal online security also depends on your device and network settings. We advise consulting with an IT Specialist or referring to your device’s manufacturer guidelines to maximise your online security.

While no ISP can promise complete online security, Hello Konnekt is committed to doing everything within our power to safeguard our Clients.

Technical Issues:

What should I do if my internet connection is slow or unstable?

If you’re experiencing slow or unstable internet, we recommend starting with our online troubleshooting guide for potential fixes. Should the problem continue, please reach out to our support team for further assistance. Our priority is to ensure that you enjoy a seamless and fast internet experience.

Client Support:

Where can I find immediate assistance?

We offer multiple convenient channels if you need immediate assistance from Hello Konnekt:

Frequently Asked Questions (FAQ): For immediate assistance, you can check our FAQ page on the Hello Konnekt website.

Live Chat: For the fastest response, please use our Live Chat feature available on our website. Our Client Service Representatives are available to assist you in real-time with any issues or questions you might have.

Email: For issues that are not urgent, you can email us at support@hello-konnekt.africa for support inquiries, or info@hello-konnekt.africa for general questions. We strive to respond to all emails within a 2-hour window.

Social Media: Reach out to us on our social media platforms, such as Facebook, Instagram, and X (Twitter), where our team is also ready to respond and provide assistance.

Each of these channels is staffed with experienced personnel ready to provide the support you need to resolve your issues as quickly and efficiently as possible.

What are the operating hours of the Hello Konnekt Client Support Centre?

Our Client Service Centre is committed to providing you with support whenever you need it. Here are our operating hours:

Live Chat: Available from 08:00 AM to 17:00 PM, Monday to Friday.

Email Support: While you can send emails to us at any time at support@hello-konnekt.africa and info@hello-konnekt.africa, responses are typically provided during regular business hours, Monday through Friday, from 08:00 AM to 17:00 PM.

Should you have any questions outside of normal business hours, please make use of our Frequently Asked Questions (FAQ) page on our website.

How can I file a Complaint?

At Hello Konnekt, we strive to ensure that every interaction with our service is positive. However, if you experience any issues or are dissatisfied with our service, we encourage you to file a complaint so we can address it promptly. Here’s how you can file a complaint:

Live Chat: You can start by contacting our Client Service Centre through our Live Chat function on our website. Our Client Service Representatives are available to help resolve your issue in real time.

Email: If you prefer to document your complaint in more detail, you can email us on complaints@hello-konnekt.africa. Be sure to include all relevant details such as your account information, the nature of the complaint, and any specific requests or outcomes you are seeking.

Feedback Form: Additionally, you can fill out a feedback form on our website. This allows us to gather all necessary information to handle your complaint effectively.

Log a Ticket: You can also log a ticket by logging into your profile and clicking on the “Log a Ticket” tab. This method is streamlined to ensure your complaint is tracked and addressed promptly.

We take all complaints seriously and aim to resolve them quickly and efficiently. Once we receive your complaint, it will be logged, and you will be provided with a reference number. Our client service team will then work diligently to resolve your issue and will keep you updated on the progress.

We are committed to improving our services and your feedback is invaluable in helping us do so.

How can I immediately konnekt with the Hello Konnekt Client Service Centre?

Connecting with our Client Service Centre is straightforward and efficient, ensuring you receive prompt assistance when you need it.

Here are the quickest ways to konnekt with us:

Live Chat: The fastest way to get in touch is through our Live Chat function available on our website. This service allows you to speak directly with one of our Client Service Representatives in real time. You can access the Live Chat by visiting our website and clicking on the chat icon located at the bottom right of the screen. Please ensure your internet connection is active for this feature.

Email: For less urgent matters, you can always send us an email. You can reach our support team at support@hello-konnekt.africa and for general inquiries, contact us at info@hello-konnekt.africa.

We are committed to providing exceptional customer service and ensuring that your interactions with us are as smooth and efficient as possible.

How long does it take to receive a response to an email inquiry?
We aim to provide a response to email inquiries within a 2-hour window if the email is received during business hours.
How can I provide feedback to Hello Konnekt?

We greatly value your feedback as it helps us improve our services and better meet your needs. Here are several ways you can provide feedback to Hello Konnekt:

Feedback Form on Our Website: Visit our website and fill out the feedback form. This is one of the easiest and most direct ways to send us your thoughts, suggestions, or concerns.

Email Us: You can send detailed feedback via email. Whether it’s a suggestion, compliment, or concern, we are eager to hear from you. Email us at info@hello-konnekt.africa.

We are committed to continuous improvement and your input is crucial to our journey of providing you with the best possible service.

General Information:

How can I learn more about Hello Konnekt's offerings and services?
We’re delighted that you’re interested in learning more about Hello Konnekt and our range of services! Here are several convenient ways you can explore what we have to offer:

Visit Our Website: Our website is the best place to start. You’ll find detailed information about all of our services, including features, pricing, and the unique benefits of each service. Check out www.hello-konnekt.africa to discover the perfect solution for your needs.

Download Brochures: We provide downloadable brochures and product sheets on our website. These materials contain in-depth details about our services and are perfect for offline viewing and sharing.

Contact Our Client Service Centre: For personalised assistance, you can contact our Client Service Centre via Live Chat or email. One of our Client Service Representatives can answer any questions you have and provide advice based on your specific requirements.

Social Media: Follow us on social media platforms like Facebook, Instagram, X, and LinkedIn. We regularly post updates, news, and useful tips to keep you updated on all that Hello Konnekt has to offer.

Attend our Community Events: We often hold community outreach events and webinars that provide insights into our offerings and the latest trends in internet technology. These events are a fantastic opportunity to ask questions and interact directly with our team.

We are committed to providing you with all of the information you need to make the best choices for your internet needs. If you’re looking for affordable, reliable, high-speed internet for your home or business, Hello Konnekt is your answer.

Let us help you konnekt with confidence!

How can I konnekt with Hello Konnekt on social media?

Connecting with Hello Konnekt on social media is a great way to stay updated on our latest services, promotions, and community activities. We are active on all social media platforms where we share updates, tips, and engage with our community.

Here’s how you can konnekt with us:

Facebook: Follow us at hellokonnekt for updates, customer stories, and live interactions.

Instagram: Check out our Instagram at hello.konnekt.

X (Twitter): Join the conversation on X at hellokonnekt where we post service updates and respond to customer queries.

LinkedIn: Follow Hello Konnekt on LinkedIn for business news and professional updates: hellokonnekt

Each platform offers unique content tailored to the interests of our followers. By following us, you’ll be the first to know about new services, special offers, and events. We look forward to connecting with you and enhancing your Hello Konnekt experience!

How can I subscribe to the Hello Konnekt newsletter?

Subscribing to our newsletter is an excellent way to stay informed about the latest Hello Konnekt developments, news, and exclusive offers. Follow these steps to subscribe:

Visit Our Website: Go to the Hello Konnekt website at www.hello-konnekt.africa.

Locate the Newsletter Subscription Area: Click on the News tab at the top of the website page, and once on our News page, scroll to find the “Subscribe for Our Newsletter” button.

Provide Your Information: Enter your details, which will include your name and email address. Make sure your email is correct to ensure you receive all our updates without any issues.

Confirm Your Subscription: Click on the ‘Subscribe’ button after entering your details to finalise your subscription.

Check Your Inbox: Look for a confirmation email from us and click on the verification link to confirm your subscription.

Once you’ve subscribed, you’ll begin receiving newsletters filled with valuable content, including industry insights, updates from our company, and special offers designed just for our subscribers.

We’re excited to keep you informed and engaged with everything Hello Konnekt has to offer!

Have More Questions?

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