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

1. 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.

2. 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.

Delivery

1. How will I receive my SIM once my application has been submitted and/or approved?"
Your SIM will be delivered to you by an FNB approved courier. An FNB approved courier will contact you to confirm your delivery address. Alternatively you can follow the instructions on the delivery SMS to login on to the link provided in the delivery SMS and enter your delivery address. Please ensure that you are available to receive delivery on the date confirmed with the courier. Please ensure that you have a copy of your ID on delivery of your SIM.

Please note after 3 unsuccessful attempts to deliver your SIM; the order will be cancelled and the SIM will not be delivered.

2. If you have taken up a SIM at branch your SIM will be given to you at the branch once you have completed the sales process.

1. Recharging

1.1. How do I buy Artime or Data?

1.2. How do I convert Voice bundles

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.

1.3. 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.

• FNB Online Banking
• FNB Banking App

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"

2. Viewing your balance

2.1 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.

Dial *111#

Dial *147#

FNB Cellphone Bankine (*120*321# & *130*321#)

FNB Online Banking

FNB Banking App

2.2 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.

3. View and manage all your SIMs in one place.

Manage your cellular spend just like your banking.

Step 1: Login to FNB Online Banking

Step 2: Click "My Bank Account"

Step 3: Select "My SIM Cards"

Understanding your Top Up receipt

1. Your information
2. Invoice date and amount paid
3. Package subscription(s)
4. Total amount paid

1. Understanding your FNB Connect Top Up payments

1.1 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.

1.2 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#.

1.3 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.

1.4 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.

1.5 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

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

1. Understanding your Postpaid payments

1.1 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.

1. 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.

2. 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.

I lost my SIM or need a replacement SIM

1. How do I order another SIM if I have misplaced my SIM or my SIM is stolen?
You can obtain a replacement SIM from your nearest FNB Branch or alternatively you can use the "Order Replacement SIM" function on FNB Online Banking.

2. How do I perform a SIM Swap?
You can perform a SIM Swap by using FNB Online Banking, FNB Banking App, at any FNB ATM or at your nearest FNB Branch.

I have limited coverage

What should I do if I am experiencing Network Coverage issues?
For voice, data and SMS coverage issues, please set your Carrier/Network settings to "Automatic" on your device. You must also switch data roaming on, on your device. If you need further assistance please contact our Customer Service centre.

Porting

1. What is porting?
Porting is keeping your existing number and moving it to a Connect SIM.

2. How do I port my number over to Connect?
To port during the take up process, please complete the highlighted section during the sales process.

Please note that you may also receive a SMS from your current cellular network to confirm your port. Please respond to this SMS to ensure that your port is successful.

Via Branch: When taking up a SIM at a branch you need to advise the branch consultant that you wish to keep your existing number when taking up a Connect SIM. Porting at branch can be done during the sales process.

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.

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

Via Connect Curstomer Care:
Dial 147 from your Connect SIM.

3. How long does it take for my number to be ported?
Porting usually takes between 24 to 72 hours from the time your Connect SIM Card is activated, however there are a number of reasons why the porting process can take longer than 72 hours, see below:

• 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 2 months, in which case the port will be rejected.
• You began the porting process on the weekend or a public holiday.

Please note that you may receive a SMS from your network provider. Please confirm your port to ensure that your port is not delayed.

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.

4. Can I still port my cellphone number if I am currently on a contract?
If you want to port a number that is on contract, it is advised that you call your current service provider to request your number to be switched to prepaid, you are able to port to Connect easily by dialing *147# from a Connect SIM and selecting "Port my existing number" or by calling the customer care (dial 147 from any Connect SIM).

5. What happens to my old SIM as well as all free minutes/data or any other benefits that I had on my previous SIM once I have ported?
Once ported your old SIM will stop working and you will lose all unused benefits. You are advised to use up all existing minutes/data/talking points, before porting is completed.

Activation

1. How do I activate my Connect SIM once I received it?
If your SIM is delivered via courier it will be activated 24 hours after delivery. If you wish to activate the SIM immediately after receiving your SIM from the courier, you can use the following channels:

FNB Online Banking

FNB Cellphone Banking (*120*321#)

FNB ATM

FNB Banking App

FNB *147#

Please note: It is advisable to only activate the SIM once you have received it.

How to manage your SIM spend limit

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

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.

1. 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.

2. 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.

Blocking + unblocking your SIM

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

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

Data + MMS settings

How do I get my MMS and data settings for my device?
You can have your phone settings sent by dialling *147# and selecting "Phone Settings" from your Connect SIM.

Handy numbers

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

Data transfer and data roll-overs

DATA ROLL OVER

1. 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.
2. 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.
3. 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.
4. Which channels can I use to roll over data?
   The functionality to roll over data is available only on the USSD channel *147#.
5. Can I transfer my rolled over data?
   Yes, rolled over data can be transferred to another number on the FNB Connect network.
6. Can I Roll over Nite Data?
   Yes, Nite data can be rolled over but it will be rolled over as a Nite bundle.
7. Can I Roll over a bundle that has already been rolled over?
   No, a bundle can only be rolled over once.
8. Is there a charge for rolling over my data?
   No, there will be no charge for rolling over data.

DATA TRANSFER

1. 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. Select - Amount to transfer by choosing any of the options displayed
   8. Enter a number that you wish to transfer data to
   9. Select - Option 1 to confirm data transfer.
2. Do I get eBucks rewards for data transferred?
   No, customers may receive eBucks for data purchases made.
3. Can I transfer a reward bundle (Data bundles added at no cost to the customer)?
   No, reward bundles cannot be transferred.
4. 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.
5. 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.
6. 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.
7. 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.
8. Which channels can I use to transfer data?
   The functionality to transfer data is available only on the USSD channel *147#.
9. Can I transfer my Nite data again?
   No, see summary table below.
10. Can I transfer a once-off data bundle that was transferred to me again?
    No, see summary table below.
11. 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.
12. 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.
13. Is there a charge for transferring data?
    No, there is no charge for transferring data.
14. 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, to Nite bundle	Yes, to Nite bundle
    Once Off	Yes	Yes
    Subscription	Yes	Yes
    Recurring	Yes	Yes
    Transferred	No	No
    Rolled over	No	Yes

DEPLETION SEQUENCE

1. 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

Machine to machine (M2M)

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.