How can I buy a new router ?
You can buy a Router online on the Smile website under the Deals section or you can visit any certified Smile shop. You can also ask a representative from Smile to contact you by completing the contact form on the website, and we will contact you. OR chat to us using the Chat feature on our website.
How will I know if I am about to get deactivated?
- You will receive an SMS notification on day 90 of inactivity, in the mobile number you registered with Smile, advising you to activate your account to avoid deactivation.
- If you keep being inactive till day 173, you will receive another SMS notification giving you an advance warning that your SIM will be deactivated in 7days. It is advisable to immediately recharge with a bundle to avoid deactivation.
Please note, that there will be no further notifications after the second SMS. Automated deactivation will take place on day 180 of inactivity. You can keep up to date with your account activity status by simply checking your last recharge date from your MySmile account.
What should I do to avoid deactivation?
In order to avoid service cancellation and re-registration inconvenience, the following will help:
- Keep your SIM(s) active by recharging with a bundle. Choose from the selection of either the daily, weekly, or monthly bundles.
- Notify the Licensee in writing, via customercare@smile.co.tz, in advance, that the Sim(s) will remain idle for 90 days however that SIM cannot remain in an idle state for more than 12 months from the date of notification.
What should I do in the event of deactivation?
In the event of deactivation, a subscriber who wishes to activate his/her account will be required to do the following:
a. Visit any nearby Smile Shop and purchase a new SIM card.
b. Complete the SIM card Registration Process as a new customer:
i. Present your valid ID (i.e. passport, driving license, voter's card or
national ID)
ii. Biometric scanning as per the recent TCRA regulation.
Subscribers whose SIM(s) remain in a dormant state for 180 days and above and have made no request in writing.
SIM card deletion is a process that is governed by the EPOCA Regulations 2018 that requires a telecom licensee to deactivate and recycle a SIM card that remains in an idle state for ninety (90) days consecutively, except in the event where a subscriber has been notified the licensee in writing that the SIM card shall remain idle for 90 days for a particular reason but not exceeding 12 months.
In lieu of the above, Smile reserves the right to automatically deactivate and recycle any SIM card which remains in an idle state for more than 180 days consecutively.
What will happen to the airtime in my account?
Airtime will be deleted and lost and cannot be recovered.
Can I get my number back?
The deleted number will be recycled and made available to any new customer. In case it is still available, you can still get the number back when you buy a NEW SIM.
What should I do to avoid being deactivate if I will be travelling for a while?
You should immediately contact our 24/7 customer care team, in writing, by sending an email to customer care at customercare@smile.co.tz, giving details on the duration you intend to remain in an idle state however, the inactivity request should not exceed 90 days.
How much will I pay to get a new SIM card to reactivate my account?
The cost is Tsh24,000 for a new SIM card which includes 1GB of data FREE. Please note the registration requirements to get a new SIM card. An incomplete registered SIM will not be activated until full compliance with KYC.
What do I do if I’m repeatedly disconnected or experiencing slow data speeds?
Check for any appliances with magnetic fields in the vicinity, e.g. microwaves, ovens, disc satellite antennas, and redirect the router away from them. Try to move your router location while checking the signal indicator bar on your router. Two signal bars and above are sufficient to have a good browsing experience. For further assistance and troubleshooting advice, please call Smile Customer Care on 0662 100 100 or send an email to customercare@smile.co.tz and we'll call you back.
How do I tell when there is connectivity between my computer and the router, and also when there is not?
Your computer is connected to the router when the LED light on the ‘Mode’ icon of the router is blinking blue and your computer ‘LAN’ icon or wireless SSID is highlighting the ‘connected’ status. When the ‘Mode’ icon on the router is blinking red, this indicates there is no connectivity, and when it’s blinking white, this indicates that the router is in the process of accessing the wireless network.
How do I set up the Smile 4G LTE router?
The Smile LTE router is a plug-and-play device. Switch the router on after connecting it to a power source and wait for it to connect to the Smile network.
General FAQs - FAQs