Internet Questions

How do I get technical support?
Give our Customer Care Center a call by dialing 611.  Our Customer Care team will do basic troubleshooting on the phone. If the problem requires a technician’s visit the Customer Care team will log the information and a crew would be dispatched to assess and rectify the issue.
Why do I need a phone line for internet?
Inet home is provided through DSL technology. This means that data is transmitted through your existing telephone copper wire. This allows for faster speeds and reliability. Although it utilizes the wire, this does not interrupt your voice calls. You can also opt for a data only line which restricts voice calls.
How long is installation?
Installation takes on average 1-2 weeks for new service.
What’s the difference between home/business internet and mobile data?
Home / Business internet offers unlimited data, you are charged based on the speed of your internet and not how much you surf, stream and download. Mobile data services are allotted a specific amount to be used.
Is the phone line installed with inet an active line?
inet now offers data only services, this means while there is a line, the service is only used to offer data. There is no voice services on the line.

Mobile Questions

How do I check my balance?
  1. Dial *121# and press the call button, then select the appropriate option.
  2. Log in your Inet App. Your balance can be viewed on the home screen.
What if my data runs out?
  1. One attempt will be made for auto-renewal of the last data plan which would be accepted once there is sufficient funds on the account
  2. You can add a data plan manually by dialing *121# and select the relevant option from the available list.
Does my data and talk roll over?
Yes, unused minutes and data are rolled over.
How do I receive technical support?
  1. Call our Customer care number at 611.
  2. Send email to telecomssuport@apua.ag
  3. Log into your inet app and create a service request.
How do I change/upgrade my plan?
  1. Log into your inet app and select a new plan.
  2. Add a service plan manually by dialing *121# and select the relevant option from the available list.

Landline Questions

How long does installation take?
The installation process takes an average of 1-2 weeks for new service.
How can I add features to my service?
Visit any of our APUA branch locations and ask for a Telephone Features Application form. You can also fill it out electronically by clicking this link
How do I monitor my usage?
For billing inquiries please give us a call at 611.
How I receive technical assistance?
Technical assistance is provided from 8am to 10pm by dialling 611
How do I get international calls on my landline?
We are in the process of launching this service and will update customers shortly.

Voice and Data Plans

Will I have access to any unused bundles during the 48 hour grace period?
  • You will not have access to any unused bundles during the grace period since during that time there is no active bundle.
  • You will only regain access to these unused bundles, once a plan is activated before the 48 hour grace period ends.
  • Please note: During the grace period you will be charged Pay As You Go data rate for data usage.
How can I check my bundle minutes and data?
  • You can dial *121# to view both minute and data balances.
OR
  • You can visit the balances section on the My inet app.
Can I activate more than one plan simultaneously?
No; you can only activate one plan at a time. Customers do however have the ability to change plansE.g. You activate 7 day 1GB plan and on day 6 day change plan to the 30 day 3GB plan.NB: If you have minutes/data remaining from your current 7 day 1GB plan at the time the plan was changed to 30 days 3GB, the unused minutes/data will then be rolled over to be used with the 30 days 3GB plan.
Will my minutes and data rollover?
Yes; your unused minutes and data allowances will rollover once you allow the plan to auto renew or if you activate the same or another plan within 48 hours. You can therefore benefit from unlimited rollover once you keep a plan active.During the grace period you must manually activate a new plan via the My inet app or by dialing *121#.If you allow the 48 hour grace period to expire any unused benefits will be lost and will NOT rollover.
What happens if I do not have sufficient credit to auto renew?
If you do not have sufficient credit at the time the bundle is set to expire/auto renew, the bundle will still expire. You will be billed at overage / Pay-as-you-go rates if you continue to use the service.There is a 48 hour grace period after the plan expires in which you can top up and reactivate the same plan or another plan via the My inet app or dial *121#. Any unused benefits (minutes/data) will be stored during the grace period for your future use.Please note that during the 48 hour grace period you will be required to activate the bundle on your own via the My inet app or by dialing *121# as the plan will NOT auto renew.Unused minutes or data from your previous plan will be added to your new plan during auto renew or manual activation during the grace period.
Will my plan auto renew if I top up on the day it is set to expire?
Yes; All plans are set up to auto renew at the anniversary date and time of purchase. Provided that you top up your account with the required credit prior to plan expiration your plan will auto renew.
What happens to my un-used minutes and data if I allow my plan to expire?
If you allow your plan to expire, you have a 48 hour grace period to activate the same or another plan. After the new plan has been activated the unused portion of the old plan gets added to the benefits of the new plan.
Can I purchase these bundles via the My inet App?
Yes you can purchase these plans via the My inet.
What are the overage charges for voice and data?
Local CallsCharge
Fixed Lines$0.55
inet Mobile$0.55
Other Mobile$0.83
 
DescriptionCharge
Out Of Bundle Data$0.55 per MB
What happens if my minutes or data has depleted?
If your minutes or data has been depleted, you will be billed at overage rates. It is recommended that you purchase a new plan or add-on to avoid getting overage charges.
Would my plan automatically renew after expiry?
Yes, your plan will automatically renew once there is sufficient credit on the account at the time of expiry.
What are the Talk and data combo plans?
The new talk and data combo plans allows you to purchase bundles which include a combination of talk, text and data. These bundles are available to all customers who have 3G and 4G compatible devices and can be activated via the My inet App or by dialing *121#.
All Prices above are ABST Inclusive* Talk minutes are applicable to ALL local (inet Fixed-line, Digicel and Flow Mobile)**Free Unlimited local SMS included. Local on-net SMS is only applicable to other inet mobile customers.  Fair usage policy 5000 SMS

Talk Plans

How can I check my bundle minutes balance?
  • You can dial *121# to view your minute balance at any time.
OR
  • You can visit the balances section on the My inet app.
Can I activate more than one plan simultaneously?
No; you can only activate one plan at a time. Customers do however have the ability to change plansE.g. You activate 7 day 1GB plan and on day 6 day change plan to the 30 day 3GB plan.NB: If you have minutes remaining from your current 7 day 1GB plan at the time the plan was changed to 30 days 3GB, the unused minutes will then be rolled over to be used with the 30 days 3GB plan.
Will my minutes rollover?
Yes; your unused minutes will rollover once you allow the plan to auto renew or if you activate the same or another plan within 48 hours. You can therefore benefit from unlimited rollover once you keep a plan active.During the grace period you must manually activate a new plan via the My inet app or by dialing *121#.If you allow the 48 hour grace period to expire any unused benefits will be lost and will NOT rollover.
What happens if I do not have sufficient credit to auto renew?
If you do not have sufficient credit at the time the plan is set to auto renew, the plan will still expire. You will be billed at overage rates if you continue to use the service.There is a 48 hour grace period after the plan expires in which you can top up and reactivate the same plan or another plan via the My inet app or dial *121#. Any unused benefits (minutes / data) will be stored during the grace period for your future use.Please note that during the 48 hour grace period you will be required to activate the bundle on your own via the My inet app or by dialing *121# as the plan will NOT auto renew.Unused minutes from your previous plan will be added to your new plan during auto renew or manual activation during the grace period.
Will my plan auto renew if I top up on the day it is set to expire?
Yes; All plans are set up to auto renew at the anniversary date and time of purchase. Provided that you top up your account with the required credit prior to plan expiration your plan will auto renew.
What happens to my un-used minutes if plan to expires?
After your plan expires, you have a 48 hour grace period to activate the same or another plan. After the new plan has been activated the unused portion of the old plan gets added to the benefits of the new plan.
Can I purchase these bundles via the My inet App?
Yes you can purchase these plans via the My inet app.
What are the overage charges for voice calls?
Local Calls Charge
Fixed Lines$0.55
inet Mobile$0.55
Other Mobile$0.83
What happens if my minutes has depleted?
If your minutes have been depleted, you will be billed at overage rates. It is recommended that you purchase a new plan or add-on to avoid getting overage charges.
Would my plan automatically renew after expiry?
Yes, your plan will automatically renew once there is sufficient credit on the account at the time of expiry.
What are the inet Mobile Talk plans?
The new talk plans allow you to purchase bundles that include a combination of talk and text. These bundles are available to all customers who have 3G and 4G compatible devices and can be activated via the My inet App or by dialing *121#.
NameValidityAll Local*Price
italk50150$5.00
italk3007300$25.00
italk6007600$34.00
italk1500301500$79.00
italk2500302500$99.00
All Prices above are ABST Inclusive* Talk minutes are applicable to ALL local (inet Fixed-line, Digicel and Flow Mobile)**Free Unlimited local SMS included. Local on-net SMS is only applicable to other inet mobile customers.  Fair usage policy 5000 SMS

Data Plans

Conditions of Use
  • The new inet Mobile Talk, Talk and Data and Data Only Plans are offered for the individual and not commercial use or usage by groups of individuals. Any usage that contravenes the above will result in the immediate termination of the particular package.
  • APUA reserves the right to terminate the inet Mobile Talk, Talk and Data and/or Data Only Plans forthwith if in its sole opinion the package is being abused.
  • APUA reserves the right to modify or discontinue (permanently or temporarily) the plans being offered to its customer at its discretion.
  • APUA reserves the right to at any time, with or without the notice, to vary or cancel the terms and conditions of its mobile Talk, Talk and Data and/or Data Only Plans. In the event of APUA giving notice to customers of any such changes to or cancellation of the package, it shall suffice for APUA to give customers notice via messages to customer’s handset/device or to post such notification on APUA’s website. Any such notification shall be effective immediately or as of the date referred to in such notification.
  • Customers should be solely responsible for keeping their mobile handset properly secured and for all activations and other activities that occur on or through their mobile handsets. Any request made for the new plans via the use of the USSD code from a mobile handset shall be deemed a legitimate request from the customer to whom the said mobile handset is registered. APUA shall not be responsible for any losses arising out of the unauthorized use of a customer’s handset.
  • Subject to the above, the standard Prepaid and 4G terms and conditions shall apply.
If I access data at Pay As You Go rates and then activate a plan, will I still be charged Pay As You Go rates?
No; if you access data at Pay As You Go rates and later activate a plan, the Pay As You Go rates will be stopped.
Will I have access to any unused bundles during the 48 hour grace period?
  • You will not have access to any unused bundles during the grace period since during that time there is no active bundle.
  • You will only regain access to these unused bundles, once a plan is activated before the 48 hour grace period ends.
  • Please note: During the grace period you will notbe blocked from Pay As You Go data charges as there is no active plan within that time.
How can I check my bundle data allowance balance?
  • You can dial *121# to view your data allowance balances at any time.
OR
  • You can visit the balances section on the My inet app.
Can I activate more than one plan simultaneously?
No; you can only activate one plan at a time. Customers do however have the ability to change plansE.g. If you activate a 7 day 1GB plan and on day 6 day change plan to the 30 day 3GB plan.NB: If you have data remaining from your current 7 day 1GB plan at the time the plan was changed to 30 days 3GB, the unused data will then be rolled over to be used with the 30 days 3GB plan.
Will my data rollover?
Yes; your unused data allowances will rollover once you allow the plan to auto renew or if you activate the same or another plan within 48 hours. You can therefore benefit from unlimited rollover once you keep a plan active.During the grace period you must manually activate a new plan via the My inet app or by dialing *121#.If you allow the 48 hour grace period to expire any unused benefits will be lost and will NOT rollover.
What happens if I do not have sufficient credit to auto renew?
If you do not have sufficient credit at the time the bundle is set to expire/auto renew, the bundle will still expire. You will be billed at overage / Pay-as-you-go rates if you continue to use the service.There is a 48 hour grace period after the plan expires in which you can top up and reactivate the same plan or another plan via the My inet app or dial *121#. Any unused benefits (minutes/data) will be stored during the grace period for your future use.Please note that during the 48 hour grace period you will be required to activate the bundle on your own via the My inet app or by dialing *121# as the plan will NOT auto renew.Unused minutes or data from your previous plan will be added to your new plan during auto renew or manual activation during the grace period.
Will my plan auto renew if I top up on the day it is set to expire?
Yes; All plans are set up to auto renew at the anniversary date and time of purchase. Provided that you top up your account with the required credit prior to plan expiration your plan will auto renew.
What happens to my un-used data after my plan to expires?
If you allow your plan to expire, you have a 48 hour grace period to activate the same or another plan. After the new plan has been activated the unused portion of the old plan gets added to the benefits of the new plan.
Can I purchase these bundles via the My inet App?
Yes you can purchase these plans via the My inet.
What are the overage charges for voice and data?
DescriptionCharge
Out Of Bundle Data$0.55 per MB
What happens if my data has depleted?
If your data has been depleted, you will be billed at overage rates. It is recommended that you purchase a new plan or add-on to avoid getting overage charges.
Would my plan automatically renew after expiry?
Yes, your plan will automatically renew once there is sufficient credit on the account at the time of expiry.
What are the inet data plans?
The new data combo plans would allow you to purchase your data allowances in for 1, 7 or 30 day chunks.  These bundles are available to all customers who have 3G and 4G compatible devices and can be activated via the My inet App or by dialing *121#.
NameValidityDataPrice
My Data 2501250 MB$5.00
My Data 7507750 MB$25.00
My Data 1G71 GB$34.00
My Data 3G303 GB$79.00
My Data 5G305 GB$99.00

All Prices above are ABST Inclusive

Mi-Fi

What are the plans being offered on Mi-Fi devices?
NameDataDepositPrice  inc ABST
Big Data 5GB5GB$200.00$99.00
Big Data 10GB10GB$200.00$115.00
Big Data 15GB15GB$200.00$129.00
Big Data 20GB20GB$200.00$149.00
Big Data 25GB25GB$200.00$169.00
Big Data 30GB30GB$200.00$189.00
What happens if my allotted data allowance is finished?
If your data is finished, you will be billed at overage rate until you’ve reached your credit limit. It is recommended that you purchase a data add-on to avoid getting overage charges.
What are the overage charges for data?
The overage charge for data is $0.35 per mb. It is recommended that you purchase a data add-on to avoid getting overage charges.
What types of Data Add-Ons can be purchased within my postpaid plan?
Name MBPrice inc ABST
Data Plus 5GB5GB$99
Data Plus 10GB10GB$115
Data Plus 15GB15GB$129
Data Plus 20GB20GB$149
Can I purchase the data Add-Ons via the My inet App?
Yes, the add-ons can be purchased via the my inet app or via the web self-care.
Can I purchase more than one Add-On?
Yes, you may purchase as many add-ons as you wish.
When are my bills due?
All postpaid customers have 45 days after the bill date to pay their bills. However Mi-Fi users are encouraged to make payments by the 1st of each month to avoid being credit limit barred.
How many persons can access the Mi-Fi at the same time?
The Mi-Fi devices devices have a maximum capacity of 16 connected users at a time.
How do I check my data and account balance?
You are able to check your data and account balances by logging onto the My inet app or using our web self-care. Your login details can be found on the inside of the back cover of your Mi-Fi device.
How do I avoid going over my allotted data?
Mi-Fi users are encouraged to monitor their data usage using the My inet app or using our web self-care. Additionally, a credit limit has been set on your account to prevent overage charges.
Why does my data run out so quickly?
Mi-Fi users are reminded that video streaming (Netflix, Youtube) will quickly deplete data. Video streaming and downloads should be monitored closely.
Why am I unable to access data on my device?
If you are unable to access data this could be one of two reasons.

a. Credit limit barred.

  • Please make a payment to reduce your amount owing below your credit limit. A purchase of a data add-on is also encouraged as to avoid overage charges.

b. Account disconnected for non-payment

  • If you are discocnected due to non payment, please make a payment to restore your account.

Credit Limit

What is Credit Limit?
Credit limit is a spending limit that is applied to all postpaid accounts.
How is credit limit determined?
Your credit limit is determined by the postpaid plan which you have signed up for. By default your credit limit is set to 3X your monthly subscription. However, some customers may have their credit limits manually adjusted due to various reasons.
How does credit limit work?
When the total amount owing on your account has reached or surpassed the credit limit figure, you will be restricted from all bundled and unbundled outgoing, calls, sms and data. Incoming calls and sms are not affected.
What happens when I reach my credit limit?
When you have reached or surpassed your credit limit, you will be restricted from all bundled and unbundled outgoing, calls, sms and data. . Incoming calls and sms are not affected.
When credit limit barred do I have access to my plan’s minutes, sms and data?
No, when credit limit barred, you will be restricted from all bundled and unbundled outgoing, calls, sms and data. Incoming calls and sms are not affected.
Can I increase my credit limit?
Yes, you are free to increase your credit limit.To increase your credit limit higher than the default of 3X of your monthly subscription, you would be required to pay a deposit equal to the increase requested. E.g to increase a $300 credit limit to $400, you would need to pay an additional $100 deposit.NB: deposits are non-refundable while your account is active. Deposits are only refunded (full or partial) after the account has been closed and all outstanding balances have been paid.
Can I decrease my credit limit?
Yes, you can decrease your credit limit at anytime.NB: deposits are non-refundable while your account is active. Deposits are only refunded (full or partial) after the account has been closed and all outstanding balances have been paid.
Can I set my credit limit to the same value as my monthly subscription?
No, because by doing this you will be credit limit barred and remember when credit limit barred you will be restricted from all bundled and unbundled outgoing, calls, sms and data. Incoming calls and SMS are not affected.
How can credit limit barring be removed?
Credit limit barring is automatically removed once the total amount owing is lower than the credit limit amount. This can be achieved either by bill payment or manually adjusting the credit limit figure.
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