FAQ

The customer will receive the following equipment on installation:

Fiber: A free Wi-Fi enabled router; free routers will remain the property of VTL Telecom to be re-possessed when a customer chooses to unsubscribe from the service.

This equipment is to be used exclusively for provision of this service and will remain the property of VTL Telecom LTD to be re-possessed when a customer chooses to unsubscribe from the service.

These include; (Smart phones, smart TV s, Lap tops, Tablets etc.)

Service installation will start immediately after client has successfully filled the order form and submitted within the shortest time possible. (24 hrs.)

It is required that every customer, pay for the service before usage (Prepaid), afterward service will be due for payment after 30days from the date of payment. In the case payment is not done on time, the service will be automatically disconnected and reconnected after payment

Call | Whatsapp  (+254) 111 000 500, (+254) 741 000 008 / (+254) 101 964 632 

reach Us via email at: support@vtl.co.ke  for any support queries.

Yes. Your service will have a higher speed connection. Especially when using multiple devices at the same time

Yes. We send a notification to the client, and once the service is back, we notify our customers.

We advise our clients to notify us in advance before migration by reaching out to our support team and filling in an order form on the selfcare portal on our website: https://vtl.co.ke/selfcare/ 

To optimize the measurement, please stop all active current downloads on your computer, as well as on other devices (computers, tablets, smartphones, game consoles) connected to your internet connection.

Prefer a wired connection to a Wi-Fi or a powerline connection which are by far less stable for high-speed connections.

Repeat the test several times to check the stability of the results obtained.