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FAQ

About the Technology
What is 4G LTE?

4G LTE means Long Term Evolution. 4G LTE is the most modern technology for mobile data transfer which offers more effective utilization of the radio frequency spectrum and much higher internet download and upload speeds as compared to the 3G and 2G standards.


4G LTE services
How can I figure out which service is right for me?

We are here to help you find the service that is most suitable for you. In addition to the information on our site, you can contact us on 0700 35 053 or visit our stores to receive free consultation from our experts.


What will my IP address be?

You will get a private IP address. This means it is not the actual address you use when surfing.

 


What do I need to receive 4G LTE services?

To use  4G LTE data transfer services  you need a 4G LTE-compatible   device  that  is in compliance with the end user technical interfaces listed here, as well as a 4G LTE SIM card provided by T.com

Another option is to buy a 4G LTE-compatible device from us together with a starter pack for service activation.

 


How do I know which service is suitable for me?

We are here to help you find the best plan and service.  In addition to the information on our site, you can contact us on 0700 35 053 or visit our stores to receive free consultation from our experts.


How can I buy 4G LTE services?

By visiting T.com partners’ stores or by making an online order. You can find a full list of our points of sale here.


If I purchase a 4G LTE service, when will it be activated?

If you purchased a subscription, the service can be activated up to 24 hours


What does the quality of 4G LTE service depend on?

Quality depends on the coverage zone, network load and the end device.


What are the advantages of 4G LTE services?

With 4G LTE you can download a movie in minutes. Songs will take seconds. You can share photos or video chat in real time, as well as play multiplayer games without lagging   or connection problems.


Is the speed of the offered services guaranteed?

The speed of the offered services is not guaranteed since it depends on the coverage and network load, as well as the end device with which you are using the service.


Is the traffic of the offered services limited?

Monthly traffic included in the subscription is unlimited. When the traffic limit at maximum speed is reached, data transfer is throttled down at speeds of up to 256 Kbps for download and up to 128 Kbps for upload.

 


4G LTЕ devices and settings
What other devices can I use?

T.com 4G LTE services can be used via access devices connected to end user devices (laptops, smartphones and tablets) or with 4G LTE-compatible end devices. You can see the list of supported devices on T.com site.


Will I be able to use my current telephone with 4G LTE network?

In order to verify whether you can use the service with your current phone, please contact our Customer Service Center on 0700 35 073 and specify the model of your device.


What should I do if the 4G LTE device is not working?

If you experience a problem, call our Customer Service Center on 0700 35 053 for more information.


What should I do if I lose the 4G LTE device or if it is stolen?

To prevent unauthorized access to your service you have to call our Customer Service Center on 0700 35 053 at any time and report the loss or theft.


What is the Access point to 4G LTE Network of T.com?

apn.maxtelecom.bg


With which operating systems can I use 4G LTЕ USB modem?

Windows XP SP3, Vista, 7, 8, 8.1, Mac OS X 10.5, 10.6 and 10.7.


What is 4G LTЕ Mobile WiFi router?

Mobile WiFi router is a wireless router which can be used as a mobile WiFi hotspot. It allows you to have quick internet access anywhere within our network coverage: at home or while you are traveling with simultaneous access for up to 8 end devices. This means that while you are surfing through internet on your laptop, the other members of your family can use internet access on their phones and tablets without cables, whether you are at home or on holiday!

 


With which operating systems can I use Mobile WiFi router?

Mobile WiFi router can be connected to your computer via WiFi. It does not require installation of any additional drivers or software, therefore it can work with various operating systems.

 


How can I connect to the Mobile WiFi router via WiFi?

Turn your computer or mobile phone’s WiFi interface on. Choose the network which corresponds to your SSID (network name) from the list of WiFi networks. Press Connect button. You will also have to type in your WiFi password. You can see it on the display.


How can I enter Mobile WiFi router settings menu (web interface)?

You can enter the settings menu (web interface) at address 192.168.8.1 with username admin and password admin.


How can I change the password and the name of WiFi network of the Mobile WiFi router?

You can change the password and the name of the WiFi network in the settings menu (web interface) of the device at address 192.168.8.1 (with username admin and password admin) in the menu Settings ⇒ WLAN ⇒ WLAN Basic Settings. Enter the new name of your WiFi network in the SSID field. We recommend that you choose the WPA2-PSK network encryption method from the 802.11 authentication menu. Then enter the new password in the WPA pre-shared key box. The password must consist of at least 8 symbols. To save the changes click Apply.

 


How do I restore Mobile WiFi router default settings?

To restore the default settings of the device press and hold the Reset button until the display turns off. The button is under the lid of the device. When you complete this operation, all personal settings on the device will be deleted.


What is 4G LTE WiFi router?

4G LTE WiFi router is a wireless router with which you can create and administrate your own WiFi network. This is the perfect solution for providing internet access to all end devices at your home or in the office. WiFi router is not connected to a fixed network and is easily portable, therefore you can have fast wireless internet access anywhere within our network coverage.


Is the traffic of the offered services limited?

The monthly traffic is unlimited, if it is included in subscription. When the traffic limit at maximum speed is reached, data transfer is throttled down at speeds of up to 256 Kbps for download and up to 128 Kbps for upload, but the amount of traffic is unlimited.


With which operating systems can I use WiFi router?

WiFi router connects to your computer with a network cable or via WiFi. It does not require installation of any additional drivers or software, therefore it can work with all operating systems.


How can I connect to the WiFi router?

Turn your computer or mobilephone’s WiFi interface on. Choose the network that corresponds to your SSID (network name) from the list of WiFi networks. Press Connect button. You will also have to type in your WiFi password. It is written on a sticker at the back of the device.


How can I enter WiFi router settings menu (web interface)?

You can enter the settings menu (web interface) of the device at address 192.168.1.1 with username admin and password admin.


How do I change the password and the name of WiFi network of the WiFi router ?

You can change the password and the name of the WiFi network in the settings menu (web interface) at address 192.168.1.1 (with username admin and password admin) in the menu Settings  WLAN ⇒ WLAN Basic Settings. Enter the new name of your WiFi network in the Name (SSID) field. We recommend that you choose the WPA2-PSK network encryption method from the 802.11 authentication menu. Then enter your new password in the WPA pre-shared key box. The password must consist of at least 8 symbols. To save the changes click Apply.


How do I restore WiFi router default settings?

To restore the default settings of the device press and hold the Reset button for 3 seconds until all indicators start flashing. When you complete this operation, all personal settings on the device will be deleted.


How to install the USB modem on my computer?

After you connect the device to your computer’s USB port, an automatic process for installation of the necessary drivers will start. Follow the instructions. You can find a detailed description of the instructions in the User Manual.


With which operating systems can I use the USB modem?

You can use the USB modem with Windows XP SP3/Vista/7/8/8.1 (32 or 64 bit), Mac OS X 10.5 Leopard (32 bit) orMac OS X 10.6 Snow Leopard (64 bit), the Linux systems Fedora (32/64) and Ubuntu (32/64).


How can I change the password and the name of the WiFi network?

You can change the password and the name of the WiFi network in the settings menu that is accessible at address 192.168.8.1 (with password admin) in the WiFi Settings menu ⇒ Main.

Choose a protection type from the Verification drop-downmenu. We recommend WPA/WPA2-Mixed PSK.

In the drop-down menu choose Coding ⇒ Auto

Enter the password you want in the WiFI Password box and then click APPLY.

If you want a different name for your WiFi network, you can change it in the Network name (SSID) field.


4G LTE SIM cards
What is a SIM card?

SIM (Subscriber Identity Module) is a chip card which is placed in a device and serves for identification of the user in a mobile network.


What should I do if my SIM card malfunctions?

If you damage your card or experience other technical problems with it, please contact our  Customer Service  Center  on  0700 35 053.


What should I do if I lose my SIM card or if it is stolen?

To prevent unauthorized access to your service you have to immediately call our Customer Service Center on  0700 35 053 at any time and report the loss or theft.


How do I change / remove the PIN code of the SIM card?

You can remove or change the PIN code in the settings of the device with which you are using the SIM card.

 


What happens if I write a wrong PIN code 3 times?

In this case you have to use your SIM card’s PUK code in order to change the PIN code.


Where can I find my PUK code?

Your SIM card’s PUK is written on the plastic card that you received when you purchased 4G LTE service you are using.


Why does my device not recognize the SIM card?

Check if the card is placed correctly. If it is, please contact our Customer Service Centre on 0700 35 053.


Coverage
Where can I use 4G LTE services?

Anywhere within the 4G LTE network coverage zones. You can see up-to-date information on our coverage here.


Can I use 4G LTE service at different places?

Yes, you can use the services anywhere within T.com 4G LTE network.


Can I use your 4G LTE service outside Bulgaria?

T.com offers its 4G LTE service within the Republic of Bulgaria only.


Payment
On which date will my invoice be issued?

T.com issues invoices to its customers on the first day of each month.


Where and how can I pay my invoice?

We offer different ways to pay the invoice. You can pay in cash from EasyPay. You can also make a non-cash debit / credit card payment on our ePay site.


What is the period for payment of an issued invoice?

The period for payment of each invoice is 15 days from the date of its issue.


What will be included in the first issued invoice?

The first issued invoice will include a partial fee from the first day of the start of the contract until the last day of the same month plus one full monthly fee for the next accounting period (month).


When will my service be restricted, if I don’t pay my invoice?

Each issued invoice has to be paid within 15 days from the date of its issue.  In case of overdue payment or incomplete payment within this period, the service will be suspended.

 


Will I be notified when an invoice is issued?

You will receive an e-mail notification for the issued invoices every month, if you have requested an electronic invoice. If you delay the payment of an invoice, you will receive a proper notification.


What happens, if I don’t pay my invoice on time?

If the invoice has not been paid on time, the service will be suspended.  That does not waive the client’s obligation. We retain the right to assign the collection of moneys owed to third parties: credit collection agencies, including initiation of court proceedings.


Can I make a partial fee payment and have my service reinstated, if it has already been restricted due to lack of payment?

You can make a partial fee payment, but the service will be reactivated only when you pay the moneys owed  in full.