Selfcare – VTL Telecom

Existing Customer

The following is the flow of events for renewal of your service

Pay with M-Pesa

Go to M-pesa on your phone
Select Lipa na MPESA, PAY BILL option
Enter Business no. 7409693
Enter Your VTL Account no. or Registered phone number under Account
Enter your package Amount
Enter M-PESA PIN and Send
Wait for Confirmation Message and Credentials from VTL

Client then gets a notification for a Package renewal and You’re back Online

New customer

The following is the flow of events once you are interested in having our service.

Through our portal select your preferred service and click on Sign Up. Fill the order form and submit. You will get a notification via text message or email.
The client will then receive an (account number)from VTL Telecom.
The client should then pay for the service through VTL Telecom PAY BILL No. 7409693
Account:Use assigned VTL Telecom User ID or registered phone number
A technician is then assigned to install the service for the client.
VTL Telecom configures the customers’ service then a notification is send for a password and access to Internet.

How to troubleshoot network performance

Sometimes there might be issues with the network. These are the first troubleshooting tips and techniques to implement. More often than not, the issue can be resolved by the following methods.

Consider repositioning your router. Distance from the router affects signal strength. Being as close to your router gives added advantage signal strength is stronger.
The number of devices connected play a role in using the bandwidth available. Try reducing the number of devices. If many users are connected to your internet this will throttle your internet speed. Only connect devices that are in use to enjoy full service. If your number of devices is not fully supported by the bandwidth provided, upgrade to a higher package
Get your content from lightweight sites to avoid using large amounts of bandwidth. Consider accessing content from fast sites, sit back and enjoy. Also note that some streaming sites use large amounts of bandwidth so make sure your internet package can support your content consumption

If you are having password issues, kindly fill in the form to have your problem resolved immediately.

VTL Speedtest

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.

For your connectivity speedtest, kindly click here and test your Internet’s download and upload rates

VTL FAQs

WHAT EQUIPMENT IS INSTALLED AT THE CUSTOMER PREMISES?

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.

WHAT KIND OF DEVICES CAN I CONNECT TO YOUR INTERNET?

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

HOW LONG WILL IT TAKE BEFORE INTERNET FOR BUSINESS SERVICE IS INSTALLED IN MY PREMISE?

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

HOW DOES THE BILING WORK?

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

HOW DO I GET ASSISTANCE IN CASE OF QUERIES, ISSUES OR COMPLAINTS?

Call | Whatsapp | Text (+254) 723 420 117, (+254) 732 964 632, (+254) 101 964 632 or

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

ARE THERE BENEFITS IF I MIGRATE TO A HIGHER PLAN?

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

DO YOU SEND NOTIFICATIONS TO THE CUSTOMERS IF THERE’S ANY MIGRATION OR INTERUPTIONS OF THE SERVICE?

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

WHAT HAPPENS INCASE I NEED TO MIGRATE TO A NEW LOCATION

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/

How to optimize your tests?

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.

Relocation Resolution

Are you relocating from one neighborhood, apartment and/or town to another and is worried about your VTL connectivity? Well, you are in safe hands. Just fill the form and you will have your worry resolved.

Let's Talk?

Talk to one of our consultants today and learn how to start leveraging your business.