FNB Connect Business SIM: Keep Your Business Connected

What you need to know

Frequently asked questions

What you need to know when getting a Connect SIM card

Delivery

Recharging

Understanding your invoice/receipt

International roaming

I lost my SIM or need a replacement SIM

I have limited coverage

Data transfer and data roll-overs

Talk Max

WhatsApp Messaging Rewards

How to manage your bundle depletion notifications

Activation

How to manage your spend limit

Controlling your data spend

Blocking and unblocking your SIM

Data and MMS settings

Handy numbers

Machine to machine (M2M)

Porting

Hero Deals campaign

FNB Connect LTE only Data - FAQs

FNB Connect Smart Device

WhatsApp Data Bundles FAQs

What do I need to know when getting a Connect SIM Card

Where and how do I take up a Connect product?
Via FNB.co.za

Logon to FNB Online Banking and choose from our wide range of products and devices.

Via Cellphone Banking:

Dial *120*321# and select "FNB Connect".

Via Branch:

Visit your nearest FNB Branch to take up a Connect SIM.

When taking up the Connect SIM, you have the option to move your existing number (port) to Connect. All you have to do is ensure that the number that you wish to port is on Prepaid.
How do I RICA my SIM
Your SIM is automatically RICAed for you based on the FICA information that you provided when opening your bank account, if this information has changed please take your ID and proof of address to your nearest branch to update your information.

Recharging

How do I buy Artime or Data?

FNB Online Banking	FNB Cellphone Banking
Step 1: Login to FNB Online Banking and select "Buy"	Step 1: Dial 130321#
Step 2: Select "Airtime and Bundles"	Step 2: Select "Airtime and Bundles"
Step 3: Follow easy prompts	Step 3: Follow easy prompts

FNB Banking App	FNB ATM
Step 1: Log onto the FNB Banking APP	Step 1: Go to the nearest FNB ATM
Step 2: Select "BUY"	Step 2: Select "More Options"
Step 3: Select "Prepaid Airtime and Bundles"	Step 3: Select "Prepaid/LOTTO & FNB Connect"
Step 3: Select "Prepaid Airtime and Bundles"	Step 3: Select "Prepaid/LOTTO & FNB Connect"
Step 4: Follow easy prompts	Step 4: Follow easy prompts

How do I convert Voice bundles

*147#
Step 1: Dial *147#
Step 2: Select option 3, "Services"
Step 3: Select option 2, "Buy Bundles"
Step 4: Follow easy prompts
For Flexi customers any bundle purchases using the *147# will be added to the monthly invoice.

What is an Auto Top Up?

You can set up an Auto Top Up, which will automatically recharge your airtime or data, when your balance reaches R5 or 10MB of data.

Setup Auto Top Up on:
FNB Online Banking
FNB Banking App

Auto Top Up on FNB Online Banking:
Step 1: Log onto FNB Online Banking
Step 2: Select "My Bank Accounts" followed by "My SIM Cards"
Step 3: Select the SIM that you want to set up Auto Top Up for.
Step 4: Select "Auto Top Up"
Step 5: Select "Add"
Step 6: Select "Create"

Viewing your balance

How do I check my airtime/data balances?

You can check your balance by dialling *111# from your Connect SIM or from any of our electronic platforms such as FNB Online Banking.

You can view your balance on the following channels
Dial *111#
Dial *147#
FNB Cellphone Bankine (120321# & 130321#)
FNB Online Banking
FNB Banking App

Where can I view my usage history or request an itemised bill?

You can view your call log online using Connect transaction history. Connect transaction history displays the last 150 transactions/calls.

Connect transaction history is available on the following channels:	Request your itemised billing via the following channels:
FNB Online Banking	FNB Banking App
FNB Online Banking	FNB Cellphone Banking

View and manage all your SIMs in one place.

Connect transaction history is available on the following channels:
Step 1: Login to FNB Online Banking
Step 2: Click "My Bank Account"
Step 3: Select "My SIM Cards"

Understanding your Top Up receipt

Your information
Invoice date and amount paid
Package subscription(s)
Total amount paid

Understanding your FNB Connect Top Up payments
- What are the available scheduled payment dates?
  You can choose any day of the month for your scheduled FNB Connect Top Up package payment.
  
  Please note FNB Connect Top Up package bundles are allocated after successful payments are received. Your first payment will include any once-off fees and charges over and above the package subscription amount.
- What happens if my scheduled payment fails?
  If your scheduled payment fails, you will be able to make a manual payment using the USSD channel on *147#.
- If I take up an FNB Connect Top Up package in the middle of the month, will I pay pro rata?
  No, pro rata is no longer applicable on FNB Connect Top Up packages. When you take up an FNB Connect Top Up package in the middle of the month, you will only be billed for the package subscription amount and any applicable once-off fees on your selected payment date.
- Will I forfeit my subscription and once-off bundles if I migrate to another FNB Connect Top Up package?
  You will not forfeit your subscription and once-off bundles if you migrate to another Top Up package.
- Will I forfeit my subscription and once-off bundles if I migrate from an FNB Connect Top Up package to a Postpaid package?
  You will not forfeit your once-off bundles should you migrate from a Top Up package to a Postpaid package. However, you will forfeit your Top Up package subscription bundles since you are changing to a different rate plan. To upgrade from Top Up to a Postpaid package, contact FNB Connect Customer Service on 087 575 0147.

Understanding your Postpaid invoice

Your information
Period of the invoice
Monthly subscription fee for the package
Service Fee for the FNB SIM
International calls are charged at International calling rates and not at in-bundle rates
Out of bundle, SMS, Data and voice charges
Total amount due for the invoice period

Understanding your Postpaid payments
1. What are the available payment dates?
  Please note the following payment dates are available for Postpaid packages:
  - 1st of the month
  - 20th of the month
  - 25th of the month
  - Last day of the month

Please note the following for the first payment for Postpaid packages:

If your SIM is activated before the 17th of the month. You will be charged a prorated amount for that month.
If your SIM is activated after the 17th of the month. You will be charged in arrears on the pre-selected payment date. You will be charged for the next month as well as the month you activated your SIM.

International Roaming

We recommend that you do not use Full Roaming when travelling as rates are extremely high.

What are the alternatives when travelling abroad?
- Use SMS Roaming, this enables you to use the SMS service while overseas, but NOT voice and data. (Only available for contract subscribers)
- When overseas, get a local SIM card from that country to use.
- If you are using a Smart Phone or Tablet, make sure your mobile/cellular data is switched off to avoid high costs.
- Use WiFi when possible for browsing or call using the VoIP application such as the FNB Banking App, Whatsapp or Skype.
What are the key factors to take into consideration when activating International Roaming?
- Your SIM Limit and Credit Limit do not apply while roaming.
- You will be charged for all calls, both incoming and outgoing.
- Inclusive Data, Voice and SMS's on your package cannot be used while roaming.
- Your international bill can take up to 3 months to be issued to you.
- Promotion free data and other allocation can not be used while roaming.

Click here for the International Roaming Pricing Guide

International Calling Pricing Guide

Blocking + unblocking your SIM

How do I block my Connect SIM?
You can block your Connect SIM by using FNB Online Banking or at an FNB ATM.

I have accidently blocked my SIM by entering the incorrect PIN, how do I get my PUK number?

Get your PUK number on:
*147#
FNB App
FNB Online Banking

Data transfer and data roll-overs

DATA ROLL OVER

How do I roll over my data?

To roll over your data for another month follow these easy steps:
1. Dial *147# to access the FNB Connect USSD menu
2. Select - Services
3. Select - Bundle management
4. Select Bundle type to roll over by choosing any of the options displayed
5. Select option 1 to confirm data roll over.
Will my bundle type (Subscription, once-off, recurring and recovery) change when I roll over my data?
Yes, upon rolling over a data bundle, it will be converted to a once-off bundle which will be valid for 1 month from the date of expiry.
Can I roll over my data at any time of the month?
No, you can only roll over data within 5 days before its expiry date.
Which channels can I use to roll over data?
The functionality to roll over data is available only on the USSD channel *147#.
Can I transfer my rolled over data?
Yes, rolled over data can be transferred to another number on the FNB Connect network.
Can I Roll over Nite Data?
Yes, Nite data can be rolled over but it will be rolled over as a Nite bundle.
Can I Roll over a bundle that has already been rolled over?
No, a bundle can only be rolled over once.
Is there a charge for rolling over my data?
No, there will be no charge for rolling over data.

DATA TRANSFER

How do I transfer data?

To transfer your data from your bundle to another FNB Connect user follow these easy steps:
1. Dial *147# to access the FNB Connect USSD menu
2. Select - Services
3. Select - Bundle management
4. Select - Transfer Data
5. Select - Bundle type to transfer by choosing any of the options displayed
6. Confirm data bundle from which you want to transfer data
7. Enter a number that you wish to transfer data to
8. Select - Option 1 to confirm data transfer.
Do I get eBucks rewards for data transferred?
No, customers may receive eBucks for data purchases made.
Can I transfer a reward bundle (Data bundles added at no cost to the customer)?
No, reward bundles cannot be transferred.
How long will my transferred data last after I have received it?
The transferred data will last for a period of 30 days from the date of receipt.
Why can't I transfer all my data?
There is 12 MB reserved for all processes that are running in the background. You can therefore only transfer the value you wish to transfer from the predetermined list minus 12 MB.
What amount of data can I transfer?
There is a pre-determined list of values to select from being either: 25MB, 50MB, 100MB, 300MB, 500MB and 1GB. You can transfer data using a combination of these pre-determined values.
Can I transfer my FNB Connect data to a customer on another mobile operator network?
Data can only be transferred to an FNB Connect customer.
Which channels can I use to transfer data?
The functionality to transfer data is available only on the USSD channel *147#.
Can I transfer my Nite data again?
No, see summary table below.
Can I transfer a once-off data bundle that was transferred to me again?
No, see summary table below.
Do I have a limit on how many transfers I can make in a month?
Yes, there is a limit of 2 transfers per month. With each transaction, there needs to be 12 MB reserved.
Can I reverse data that I have transferred to a customer?
No, data transferred to an incorrect number cannot be reversed. A confirmation screen is provided to help you confirm the number to which the data is being transferred.
Is there a charge for transferring data?
No, there is no charge for transferring data.

Which bundles qualify for transfers and roll over?

Bundle	Roll over	Transfer
Reward	No	No
Supplementary Bundle	No	No
Upon activation	Yes	Yes
Nite data	Yes	Yes
Once Off	Yes	Yes
Subscription	Yes	Yes
Recurring	Yes	Yes
Transferred	No	No
Rolled over	No	Yes

DEPLETION SEQUENCE

In what order will my other bundles be consumed?

Your data bundles will be depleted in the following sequence:
1. Reward bundle
2. Supplementary bundles - Free
3. Rolled Over bundle
4. Transferred bundle
5. Subscription bundle
6. Recurring bundle
7. Once-off bundle

How to manage your bundle depletion notifications

Dial *147# from your FNB Connect SIM and follow these easy steps:

Step 1: select 'Services'

Step 2: select 'Bundle Management'

Step 3: select 'Usage Notifications'

Step 4: select the bundle type you would like to opt in/out of.

See the below guideline:

You can also call our Customer Care Centre on 135 from an FNB Connect SIM or 087 575 0147 from a non-FNB SIM.

What will happen when I am opted in of bundle depletion notifications?

You will receive SMS depletion notifications at each threshold (50%, 80% & 100%) for each bundle and an email notification if you have provided your email address.

Can I choose which channel (SMS or email) I want my bundle depletion notifications to be sent to?

No, you cannot choose a specific channel to receive bundle depletion notifications. By default you will receive the notifications via SMS and email (if provided).

Can I deactivate my inContact number from receiving bundle depletion notifications?

No, you cannot deactivate your inContact number from receiving bundle depletion notifications.

Can I choose a threshold to receive the bundle depletion notification?

No, you cannot set your own threshold, every notification is sent at a bundle depletion percentage of 50%, 80% and 100%.

What bundle depletion notifications will I receive if I am opted out?

You will only receive 100% bundle depletion notifications.

Machine to machine (M2M)

Can I use my mobile number in machine-to-machine devices?
No, a mobile number cannot be used in machine-to-machine device as mobile numbers are not 14-digit numbers and do not have machine-to-machine capability.
Why can I not use my 10-digit number in my machine-to-machine device?
Since 10-digit numbers are meant for mobile use only they cannot be enabled for any machine-to-machine use.
What is a 14-digit number for?
In the future, a 14-digit number will be allocated to devices which will be compatible for machine-to-machine use.
What does 'machine to machine' mean?
Machine to machine is a device's capability to interact with another device via instructions and integration of those devices with one another, e.g. certain soft-drink merchandisers have an app on all their work tablets which alerts them when stock is low, or when there's no stock in their refrigerators.
Does FNB Connect have machine-to-machine numbers?
Unfortunately, FNB Connect does not have any 14-digit numbers, as machine-to-machine capability is not yet available.
What does an FNB Connect customer need to do to get a machine-to-machine SIM?
Machine to machine is not available to FNB Connect customers, however, we are working on a solution to have machine-to-machine capabilities in the future.

Porting

What is porting?
Porting is a service that allows you to keep your existing phone number when moving it to another mobile service provider.
How do I port my number in to Connect?
You can port your number during the sales process on the FNB App and website. Please complete the highlighted section during the sales process.

Via Branch:

You can port your number during the sales process at a branch. You need to advise the branch consultant that you wish to keep your existing number.

Port to an existing Connect SIM

If you didn't port during the sales process, you can still port your number after experiencing the Connect SIM. You can port by dialing *147# or calling the Connect Customer Care at 087 575 0147 or on the FNB App:

Via *147#:

Dial *147# and select "Port my number" from your FNB Connect SIM. Please note that you can only port a number that is registered for InContact or FNB Cellphone Banking when using this channel.

Via Connect Customer Care:

Dial 087 575 0147 from your Connect SIM.

Once you have selected the option to port your phone number, FNB will contact your current service provider and inform them of the request to port. Once they have validated that the number is available to port, your current service provider will send you an SMS with an OTP (one time PIN). This SMS will provide instructions on entering the OTP to confirm and proceed with your port request.
How long is the OTP valid for?
The OTP will only be valid for 4 (four) consecutive hours, after which the OTP will expire and you will have to start the process again.
What happens if I enter the incorrect OTP?
Your port request will be rejected if you enter the incorrect OTP for the allowed attempts.

How long does it take for my number to be ported?

Porting usually takes between 24 to 72 hours from the time your port is requested.

Customer initiates Port	Port is completed
Mon-Fri before 17:00	Same day between 19:30 and 23:30
Mon-Fri after 17:00	Next day between 19:30 and 23:30
Saturday 9:00 to 13:00	Same day between 19:30 and 23:30
Sunday or Saturday after 13:00	Same day between 19:30 and 23:30
Sunday or Saturday after 13:00	Monday between 19:30 and 23:30

Please note if you have ported, you will not be able to recharge using FNB Cellphone Banking (*120*321# or *130*321#) for 48 hours after the port has been completed. Please use FNB Online Banking, FNB App or any FNB ATM to recharge during this period.

What are the reasons why my port will be rejected?
- Your current network may not have approved the port yet as you may still have outstanding bills to settle with them, or you recently ported in the last 1 calendar month, in which case the port will be rejected.
- Your port request may also be rejected if you did not provide the required information, or provided the incorrect information.
- You did not respond to the OTP, or responded with an incorrect OTP.
- The number is not valid on the service providers network.
- The number is excluded from number portability.
- The account number is invalid (post-pay only).
- The classification of the account does not match, example a request is made under the pre -pay procedure for a post -pay account.
- The account was in arrears and/or suspended at the time of the port request.
- The number is already subject to a porting process.
Can I still port my cellphone number if I am currently on a contract?
Yes. You can port your number that is on contract, but you will need to contact your current service provider to understand the rules around cancelling your contract, options related to this and the process.
What happens to my old SIM as well as all rewards, free or inclusive minutes/data or any other benefits that I had on my previous SIM once I have ported?
Once you have ported, your old SIM will stop working and you will lose all unused benefits. You are advised to use up all existing airtime/minutes/data/SMSâs, before porting is completed.
Why is an OTP required to confirm and validate a port out request?
The OTP process will assist in decreasing fraudulent porting by ensuring a request to port is legitimate.
What if I donât reply with the OTP within the 4-hour validity?
The request will be cancelled and if you wish to port you will have to start the process again.
I received an OTP for a port request, but I have not requested to port my number. What do I do?
You can simply ignore the request and your number will not be ported.

Handy numbers

These are numbers you need to know from balance enquiries to customer service enquiries.e

Customer care numbers
Customer Service	135 from a Connect SIM or 087 575 0147 from a non Connect SIM, alternatively email connecthelp@fnb.co.za
Self-service	*147#(USSD), FNB Cellphone Banking, FNB Banking APP and FNB Online Banking
Recharge	130321# or 120321# (FNB Cellphone Banking), FNB.mobi, FNB ATM, FNB Banking APP and FNB Online Banking
Balance Enquiry	*111#
Block SIM	087 575 0147
Please call me	Please call me
Voice mail	132

Controlling your data spend

Please purchase bundles to avoid out of bundle costs. Data bundles can be purchased via FNB Online Banking, FNB Cellphone Banking (*120*321# or *130*321#), FNB Banking App, FNB ATM, or *147# for Contract, Top Up, prepaid and data packages.

How can I save on my data usage?
- Make sure that there are no apps running in the background of your device using up your data.
- On your app Store settings remember to switch off automatic updates.
- Try to use WiFi hotspot for downloading software updates.
- Always take note of the size of the image/video received before downloading on chat apps such as Whatsapp.
- Always check your data balance, if you notice high usage check your itemised bill via FNB Online Banking or request one via FNB Cellphone Banking.
- Data bundles can be purchased via FNB Online Banking, FNB Cellphone Banking (*120*321# or *130*321#), FNB Banking App, FNB ATM or *147# for Contract, Top Up, and Prepaid. Please purchase these to avoid out of bundle costs.
What could be the possible reasons for my data being depleted quickly?
There could be a number of reasons as to why your data gets depleted faster than normal or you receive a data bill shock. See below a few:

Device apps:
- Apps that require data still running in the background of your device without being shut down completely.
- Certain apps auto updating whenever there is an available update on the applicable app store.
Internet Browsing:
- Internet browser still runnning in the background on your device without being shut down completely after surfing and browsing.
Device Software Update:
- Operating system updates are quite large to download on your device and use a substantial amount of data, for example the latest iOS update for Apple devices is over 1GB.

How to manage your SIM spend limit

What is a SIM spend limit?
SIM spend limit, also referred to as a Soft Lock limit is a feature that allows you to manage and control your monthly spend limit. Connect SIM spend limit is the maximum amount of out-of-bundle spend you wish to incur on a SIM. This feature is only available for Postpaid Plans.
What happens when I've reached the SIM spend limit?
When the SIM spend limit is reached, you will not be able to incur further out-of-Bundle charges. You may increase your SIM spend limit based on your available Connect credit limit.
What contributes to the SIM spend limit?
Only out-of-bundle charges are considered on the SIM spend limit, these include calling Premium Rated Numbers, as well as calling international numbers whilst in South Africa. The accumulated SIM spend limit does not consider subscription package(s) spend, recurring bundles, once-off SIM & Connection fees and International roaming (when travelling outside South Africa) spend.
What is the maximum SIM spend limit I can set?
The minimum limit allowed is R1 and maximum limit is based on maximum available Connect credit limit.
What if I have more than one Connect SIM spend limit?
You set a SIM limit on each SIM. Therefore, every SIM can have a different limit based on your needs.
How do I set or update my SIM spend limit?
You can only set or update your SIM spend limit on the FNB App. The SIM spend limit will be effective immediately. Please follow the steps below: Open the FNB App and select SIM Cards, this will bring up all your FNB Connect SIM Cards. Choose the SIM you would like to set or update the SIM spend limit for, and set a new limit.

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FNB has partnered with Vox to provide our business customers with the most comprehensive product suite at competitive pricing*. With the Vox Fibre for Business product offering brought to you by FNB, you will receive a complimentary IT advisory service assessment of your current portfolio at no cost to you. A skilled IT advisor will review your current IT estate and scale for the best IT solution to meet your business needs. Frequently asked questions

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Product Element	Uncapped 10 Fibre	Uncapped 20 Fibre	Uncapped 50 Fibre	Uncapped 100 Fibre	Uncapped 200 Fibre	Uncapped 500 Fibre	Uncapped 1000 Fibre
Symmetrical Line Speed	10Mbps	20Mbps	50Mbps	100Mbps	200Mbps	500Mbps	1000Mbps
Router Included	*	*	*	*	*	*	*
Inbound Voice Channels	1	2	4	8	8	16	16
Outbound Voice Channels	1	2	4	8	8	8	8
Voice Rate Plan	Uncapped	Uncapped	Uncapped	Uncapped	Uncapped	Uncapped	Uncapped
Dedicated Voice Line	Optional	2Mbps Included	2Mbps Included	2Mbps Included	2Mbps Included	2Mbps Included	2Mbps Included
Non-Geo Numbers	5	5	10	10	10	10	10
Hosted PBX Extensions	5	10	25	25	25	100	100
Minimum contract term	12 Months	12 Months	12 Months	12 Months	12 Months	12 Months	12 Months
Cost/Price	R1 499	R2 499	R3 499	R4 999	R7 999	R12 999	R17 999

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What do I need to know when getting a Connect SIM Card

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