FREQUENTLY ASKED QUESTIONS

SERVICE PROVISIONING
Answer : To subscribe fixed broadband internet service, you can do it online by our “https://www.ethiotelecom.et/onlineservices/” and you can also visit any nearby ethio telecom sales shops.
Answer :Your service will be installed within 3 days. We lowered the service installation duration from 7 day to 3 days
Answer : Internal cable installation is still not handled by ethio telecom. It is handled by the customer.
Answer : ethio telecom is working hard on fixed broadband network expansion in most demanding areas. Please wait patiently until the expansion project is over
Answer : There are some other alternative channels opened via SMS (sending your requests to 8994) , web chat on www.ethiochatroom.et, e-mail on 994@ethiotelecom.et and on our social media pages like Facebook and Twitter
Answer : Massive work is on progress to protect network elements by providing backup power when there exists a power outage and, we have done a modification to the network structure to serve you with less interruptions

Answer :
    There are also some factors from customers’ side which may affect the speed you are getting. Some of these include the
  • Number of users on your network
  • Your network topology and
  • sometimes some applications on our computers affects.
  • You can report the case via our contact center, and we will go for maintenance straightaway to solve it as quickly as possible.
Answer : Our technical team members are empowered on technical and customer handling skills. This will also be a continuous task of training and development to make them more capable.
Answer : We have set a standard performance measurement KPI with a maximum of 3 days for maintenance and customers will be refunded for the days of outage if the maintenance takes more than 7 days
Failure in accessing the service and complain
Answer :There are some other alternative channels opened via SMS (sending your requests to 8994) , web chat on www.ethiochatroom.et , e-mail on 994@ethiotelecom.et and and on our social media pages like Facebook and Twitter
Answer :Massive work is on progress to protect network elements by providing backup power when there exists a power outage and, we have done a modification to the network structure to serve you with less interruptions
Answer :There are also some factors from customers’ side which may affect the speed you are getting. Some of these include the
  • number of users on your network
  • your network topology
  • and sometimes some applications on our computers affects.
  • You can report the case via our contact center, and we will go for maintenance straightaway to solve it as quickly as possible.
Answer :Our technical team members are empowered on technical and customer handling skills. This will also be a continuous task of training and development to make them more capable.
Answer :We have set a standard performance measurement KPI with a maximum of 3 days for maintenance and customers will be refunded for the days of outage if the maintenance takes more than 7 days.
Bill
Answer :Currently reactivation of suspended service becomes online and real-time.
Answer : All our Contact center channels are available for bill complaint handling. 15 days is the maximum duration set as a target for a bill complaint to get resolved. When there is a special case, escalation process will be used.
Answer : We respond for bill status inquiry mainly through our contact center channels and by self-service (calling to 994 IVR and sending SMS “994” to 994)