Africa has its challenges.
Service shouldn’t be one of them
Why are we the one company
that can talk about reliable,
dependable connectivity solutions?
Our infrastructure and commitment to leading-edge technology is a big part of it, but so is our service. Our team of committed, talented and highly trained experts ensure that you not only get connected but stay that way. Should you have a complaint, we will deal with it quickly,
professionally and confidentially.
Whether a business or individual you can’t afford downtime, which is why we are here for you 24/7, keeping you online and connected to your world.
Q: What is a PIN?
PIN stands for Personal Identification Number. The PIN of your SIM Card is a secret four-digit number, which is used to activate the SIM Card.
Q: Where do I find the PIN to my SIM Card?
Your unique PIN is printed on the SIM Card holder.
Q: What is the PUK number?
PUK stands for PIN Unblock Key. The PUK is required to unblock your SIM after an incorrect PIN has been entered three times. The PUK allows the SIM PIN to be reset.
Q: I accidently blocked my SIM Card. How do I get the PUK number?
The PUK number is printed on your SIM Card holder.
Q: What SIM size does my device need?
The standard SIM should be inserted in your device.
Q: Can I use my SIM for voice calls?
No. Paratus currently only offers data services.
Q: Will my unused MB be carried over to the next month?
No. Unused MB will not be carried over to the next billing cycle, based on the “use it or lose it” principle. Pre-Paid Data is valid for 30 days from Top-Up date.
Q: What should I do if my SIM is damaged?
Damaged SIM Cards need to be replaced. Visit your nearest Paratus store with a copy of your ID to confirm ownership. For a replacement fee, we will issue a new SIM Card with the same MSISDN number as the damaged SIM Card. If the SIM Card is registered to a company, an authorisation letter from the company and a copy of the requestor’s ID are required.
Q: What should I do if I lose my SIM Card?
Please contact our support team to disable your SIM Card to avoid data loss. Get a replacement SIM Card at your nearest Paratus store. Fees apply.
Q: What is the SIM replacement fee?
Replacement of a Pre-Paid SIM Card costs N$100 including VAT. Replacement of a Post-Paid SIM Card costs N$20 including VAT. The fee does not cover the device – a replacement device needs to be purchased separately.
Q: What number do I phone for LTE assistance and queries?
You can phone the Paratus Helpdesk at 083 300 1300. Our team is available 24 hours a day, 7 days a week.
Q: Where will I be able to use my data device?
Mobile-LTE services are available in Walvis, Swakopmund, Okahandja and Windhoek within coverage areas.
Q: What can I do when my data is depleted?
Purchase Out-of-Bundle Data at the Paratus retail outlet at the Grove Mall, through a Katiti Vendor, Airtime City Vending Machines, or via the Paratus Portal.
Q: Can I access the Paratus Portal if I don’t have any data?
Yes, the Portal is free and connection will be granted.
Q: Will I be able to access Mobile-LTE, 3G and 2G on the Paratus network?
No, we only offer Mobile-LTE services.
Q: May I roam with my data package?
Roaming is not applicable to the Paratus SIM Card.
Q: How do I apply my static IP address for my Post-Paid account on my Mobile-LTE router?
Amend the APN (access point name) to be ‘paratus’ (all lowercase).
Once enabled and applied as the default APN, reboot the router.
Q: May I have a static IP address on Pre-Paid services?
Static IP address is only available on Post-Paid contract accounts.
Q: Why does my Top-Up data get used before my included data on my Post-Paid service?
The Top-Up data bundle is purchased and has a 30-day validity period, and if used after the included data it may expire before being completely depleted.
Q: Why is the included data counter not moving?
If there is a data bundle Top-Up still active, the data bundle Top-Up will be depleted first to prevent expiry after 30 days of non-usage.
Q: How do I log into the LTE Wingle E8372 (dongle)?
Open your web browser and type in the following IP address: http://192.168.8.1/
- Username: admin
- Password: admin
Q: I have inserted my SIM Card into my Wingle, but there is no Internet and the Wingle LED is flashing blue. What do I do?
The blue light means that you have not entered your SIM PIN. Your Wingle requires you to enter the SIM PIN to enable the SIM Card and connect to the Internet.
Q: My Wingle LED is flashing green. What does this mean?
The green light means that the SIM Card has not been inserted or that the SIM Card does not authenticate.
Q: Where can I find my Wingle’s Wi-Fi Key?
- Insert the device into your PC or laptop.
- Log into the following IP: http://192.168.8.1/.
- Go to settings to view your SSID and Wi-Fi password.
- Remove the SIM cover from the Wingle.
- See the small label with MODEL SSID Wi-Fi KEY and IP of your device.
Mobile-LTE Huawei E5573
Q: How do I log into the Huawei E5573 Pocket Wi-Fi?
Connect to the Huawei E5573 Wi-Fi, open your web browser and type the following IP address into the web browser: http://192.168.8.1/
- Username: admin
- Password: admin
Q: Where can I find my Huawei E5573 Pocket Wi-Fi info?
Open your web browser and type the following IP address into the web browser: http://192.168.8.1/
Navigate to the Settings Menu, then click on WLAN and select WLAN Basic Settings.
As per below example the SSID is the Wi-Fi Name and the WPA pre-shared key is the Wi-Fi Password.
Tick the Show Password box to show the password and change it to the preferred “Password”.
Q: How do I Register on the Client Portal?
- Navigate to the Client Portal at https://na.paratus.africa and click on the portal login button
- Click on Register next to Don’t have an account?
- Click on Register me with my and select your preferred option, i.e. MSISDN / Email / Account Number*
- Enter your personal details
- Select your preferred Contact Method, i.e. Use my mobile phone or Use my email
- Accept the Terms and Conditions (to view, click on Terms and Conditions)
- Click on Create Account
- A one-time PIN will be sent to your chosen Contact Method
- Enter the one-time PIN to complete your registration process
* NOTE: Find your MSISDN and Account Number in the welcome email sent to you when you joined the Paratus service.
Q: How do I view my balance?
Log in to the Client Portal and ensure you are on the Dashboard view. See your Data Balance and Account Balance in the blue and red blocks, respectively, on the left side of the window. Select the Activity tab, to view your Top-Up balance and Top-Up expiration date to the right of the Data Activity block at the top of the window.
(Also refer to: How do I register on the Client Portal?)
Q: How do I receive my one-time PIN when registering via the Client Portal?
Your one-time PIN will be sent to the preferred Contact Method you selected during the registration process, i.e. either SMS or Email.
Q: May I transfer data to another MSISDN?
Q: What is throttling?
When the data included on a contract package is exhausted, the data throughput is limited.
Q: What is capping?
When data is exhausted on Pre-Paid services, all data throughput is stopped until a data bundle is applied. You may still access the portal to add data bundles.
Top-Up Your Data
Top-Up Your Data
Q: May I purchase data bundles via the Client Portal?
Yes. If you are a Pre-Paid client, you can purchase data bundles via your online Wallet or by using a debit or credit card enabled by your bank for online transactions. If you are a Post-Paid client, you can purchase data bundles using your account. Your purchases will be billed in the next billing cycle.
Q: May I purchase data bundles with my debit card?
Yes, as long as your debit card is a valid Visa or MasterCard, enabled by your bank for online transactions and you are a Pre-Paid client.
Q: What steps should I follow to purchase data bundles on the Client Portal?
- Select your data bundle option and click on the BUY button
- Select your preferred method of payment, i.e. Pay with Wallet or Pay with Card
- If you have selected Pay with Wallet, you will be sent a one-time PIN to verify the transaction. Enter the one-time PIN and click on Confirm
- If you have selected Pay with Card, you will be transferred to the VCS Card payment gateway to securely process your card payment
- Your bundle will be loaded to your Account Balance
- Select your data bundle option and click on the BUY button
- Confirm your bundle option purchase by clicking on Pay with Account
- Your bundle will be loaded to your Account Balance
Q: Will the Top-Up be available immediately after I complete the payment?
Yes, as long as the online transaction was completed successfully, your Top-Up data will be available within seconds
Q: Will I be charged VAT on the data bundles I purchase?
Our data bundles are VAT inclusive and no additional VAT is charged.
Q: How long will my Top-Up data bundle be valid?
The data bundle is valid for 30 days from date of purchase on a “use it or lose it” basis.
Q: What is Fiber-to-the-home?
Fiber-to-the-home (FTTH) is the delivery of a communications signal over optical Fiber to a home or business. FTTH is a relatively new and fast-growing method of providing higher bandwidth to your premises and provides you with the latest digital technology.
Q: What is optical Fiber?
Optical Fiber is a hair-thin strand of glass, specially designed to trap and transmit light pulses. The Fiber uses light instead of electricity to carry a signal. It is unique because, unlike other wireless and copper wire technologies, it can carry high bandwidth signals over long distances without signal degradation.
Optical Fiber has been used in communications networks for more than 30 years, mostly to carry traffic from city to city or country to country.
Why do I need Fiber?
Q: What is the benefit of directly connecting homes to Fiber optic cable?
Connecting homes directly to Fiber optic cable enables enormous improvements in the bandwidth that can be provided to consumers. Unlike other available technologies that struggle to provide small increments of higher bandwidth, ongoing improvements in Fiber optic equipment constantly increase available bandwidth without having to change the Fiber. That’s why Fiber networks are said to be “future proof.”
Q: Why do I need all that bandwidth? Aren’t other systems good enough for what I want to do?
If all you want to do is surf the web, download a few songs, send and receive photographs, or stream videos at low picture quality levels, then the bandwidth provided by other technologies is probably good enough. But the world is moving towards vastly higher bandwidth applications. Companies like Netflix and Amazon now offer feature length movies for download. More people are looking to upload their own home movies into emails or web pages. Consumer electronics companies are selling devices that connect televisions to the Internet. High-definition video is gaining in popularity – and one high definition movie takes up as much bandwidth as 35,000 web pages. All of these applications – and many others we haven’t even dreamt of yet – are going to require much greater bandwidth than what is generally available today.
Q: Am I going to have to upgrade again?
Think about it. More and more people now watch their favourite television programmes and news and sporting events over the Internet. We have no reason to believe these innovations will stop. This trend will continue into high-definition video, telemedicine, distance learning, telecommuting and many others.
Only Fiber can deliver the bandwidth we are going to need in the future.
Q: When will Fiber arrive in my area?
This depends on many variables at each step of the process. The process is as follows. We first survey for interest.
Q: Is the Fiber coming straight into my home or do I still need a copper wire?
Yes, a glass strand will be pulled out of a wall inside your home. Copper will only be needed if you choose to connect your Fiber modem to another device with an Ethernet cable (which is still 100% fine). These days, most Ethernet cables support 1 Gbps and more, with cable lengths of up to 100 m. Thus, you do not have to worry about a short piece of copper wire degrading the performance of your Fiber.
Q: Isn’t everything going wireless? Why do I need Fiber in my home?
Wireless mobility is increasingly important for Internet applications and services. But when you look at connectivity from end to end, the vast majority of signals are carried over fixed line, and increasingly, Fiber infrastructure, whether it’s to a cell tower in the neighborhood, a Wi-Fi access point in a business or community centre, or a wireless router in the home. It is this blend of robust wireless mobility and ultra high speed Fiber connectivity that drives the development of the “always available” platform that delivers increasingly sophisticated, high-bandwidth services and applications to homes and businesses. Ultimately, Fiber is the best way to ensure a stable and reliable connection.
Q: How does running Fiber to homes and businesses improve telecommunications services?
Connecting homes directly to Fiber optic cable enables enormous improvements in the bandwidth that can be provided to consumers, both now and for many decades to come. Today’s widely commercialised Fiber access technology can provide two-way transmission speeds of up to 1 Gigabit per second, with 10 Gigabit systems now coming to market and even higher bandwidth Fiber networks in development. These improvements can be made without having to upgrade the installed Fiber, which is why Fiber networks are said to be “future proof” and will be capable of handling increases in bandwidth demand for decades to come. In addition, all Fiber networks are capable of providing symmetrical bandwidth for downloading and uploading, which gives them another advantage over other technologies.
Q: What is VSAT?
VSAT stands for Very Small Aperture Terminal. It is a type of communication technology based on a two-way satellite ground station with a small dish antenna. VSAT delivers reliable and constant connectivity.
Q: What are the benefits of VSAT?
VSAT can connect you across a broad range of industries and geo locations. It gives you access to enterprise, voice, video and data applications, wherever you are.
The VSAT solution works irrespective and independent of any other network.
Benefits of Satellite
People need access to enterprise-class, high-speed voice, video and data applications wherever they happen to be. Satellite connectivity has the power to drive communications advances across a broad range of industries and geographies.
Whether it’s a ship-to-short maritime communications, Internet access for remote, rural classrooms, or vital data and communications for petroleum operations, satellite applications meet a broad range of needs.
iDirect’s communication platform enables any IP application to run reliably and efficiently over satellite. iDirect’s advanced technology provides organizations with immediate global reach – making mission critical communication possible in the most challenging and diverse environments.
Communication satellites are used in fixed or mobile wireless communications to receive and transmit radio signals from an orbiting satellite to another terrestrial location. There have been such advances in bandwidth utilization and reliability of communications that satellite service now provides affordable, always-on, high-speed, quality connectivity.
Global Coverage (African Wide Coverage)
Today, satellite communication can deliver a terrestrial-grade experience with voice, video and data that can be accessed anywhere in the world. Ubiquitous coverage can be obtained with a global network of multiple satellites all tying it no one central network management system.
Satellite networks are dependable, providing constant connectivity even when terrestrial networks fail. With satellite networks, enterprises can maintain business continuity with built-in redundancy and automatic back-up service.
Satellite networks already constitute a private network. By adding encryption technology satellite can provide a more secure connection than terrestrial networks, making it an ideal solution for government, military and enterprise VPN (virtual private network) solutions.
The modularity of VSAT systems allows for quick time-to-market and fast upgrades. VSAT remotes can be deployed rapidly and new remote locations are easily added to a network where limited terrestrial infrastructure exists simply by configuring bandwidth to the site and having ground equipment installed.
Satellite technology is an ideal solution for quick deployment, immune to the challenges posed by difficult terrain remote locations, harsh weather, and terrestrial obstacles. In this rapidly expanding market, satellite allows a service provider to get to market quickly and efficiently and provide immediate connectivity in disaster and emergency relief scenarios.
Satellite technology can deliver a communications infrastructure to areas where terrestrial alternatives are unavailable, unreliable or simply too expensive. Satellite allows service providers to insure scalability, profitability and maintain low operating expenses, all while overcoming a lack of existing infrastructure.
Q: What is Ku-Band and C-Band
These are different frequency ranges on which VSAT can operate:
- C-Band operates on 4-6 GHz, with a larger antenna. The minimum antenna size is 1.8 m. C-Band networks perform well under all weather conditions.
- Ku-Band operates on 11-13 GHz. The minimum antenna size is 1.2 m. Ku-Band networks are affected by heavy rain, especially in tropical areas.
Q: Will I have coverage?
Yes, Paratus VSAT covers the whole of Namibia.
Q: What do I need for a VSAT connection?
The Remote VSAT Terminal consists of an antenna and a modem. The antenna is installed on the outside of the building and needs clear a line of site to the satellite. The modem is kept indoors and has an Ethernet interface for connecting to the local network.
Q: How long does it take to set up VSAT?
VSAT is a quick deployment, requiring only the installation of the antenna and set up of the modem. VSAT is immune to challenges like terrain and/or geo location.
Q: Is VSAT expensive?
VSAT can deliver communication to areas where terrestrial options are unavailable, unreliable or simply too expensive. Only local infrastructure is needed.
Q: Why is latency so high and what issues can I expect?
Latency over the VSAT is >550 ms. This is the time that the signal takes to travel from the earth to the satellite and back. Most applications (http, voice and video) will not be affected by the latency. Operating over a remote desktop can overcome latency issues for applications that are latency critical.
Q: How reliable is VSAT?
VSAT is very reliabile, providing constant connectivity even if terrestrial networks fail. VSAT is ideal for business continuity with built-in redundancy and automatic back-up services.
Q: How do I lock my device for security purposes?
Exit application on Airtime Device – this is for security purposes – each device can only have one lock code, example: 2017.
Q: How do I unlock my device?
Switch on device, select the Paratus ICON – insert PIN and follow displayed instructions.
Q: Where do I enter my pin?
After switching on and Paratus ICON selected, follow step-by-step instructions displayed on the screen of the device.
Q: How do I get my balance (what is left in my “wallet”)?
On the Vending MENU, select ‘manage’ to get your remaining balance
Q: Why does the battery get flat quickly?
When you put your device on charge, please always ensure it is off, saving battery life (device works like you mobile phone, the more you use it, the more you need to charge it) when not in use, switch it off.
Q: Why does the vouchers print blank?
The tally roll is inserted incorrectly.
Q: How do I insert a new tally roll?
To insert tally roll, open clip cover, insert new tally roll. Look at how the current roll is inserted, this is the correct way, if inserted wrong, printout will be blank.
Q: What happens when I am busy printing a voucher and my tally roll finishes?
If roll finishes while you are printing a voucher, once new roll is inserted, last voucher will print automatically. Alternatively, on the Vending MENU, select ‘manage’ then, reprint last token.
Q: How do I reset my device?
On the side of the device you will find the silver power button. To do a reboot, press and hold the silver button for a reboot.
Q: How long does registration take?
Depending on availability of devices not more than 1 working day.
Q: Am I responsible for my own data Top-Up’s on the SIM inserted in my devices?
Q: Do we sell electricity?