FAQ
What type of ISP is Juba Network?
Answer: Juba Network is a Nationwide Internet Service Provider (ISP)
Is your support based in South Sudan? Can I easily reach tech support to help with my issues?
Answer: As a Nationwide ISP Juba Network has support team all over South Sudan. To reach technical support team please contact in +211 (0) 929 200 202-3 anytime. You can also drop a mail at info@jubanetwork.com
Do you have a Service Level Agreement (SLA)?
Answer: Juba Network Maintains the following Service Level Agreement for the corporate clients:
Juba Network guarantees that the Network will be available to the Authorized End User with 98.1% uptime for single link and 99.5% for dual link. “Network Unavailability” consists of the number of minutes that Juba Network Connect service is unusable and unavailable to Authorized End User due to the failure of Juba Network controlled equipment or personnel. Network Unavailability will be calculated on “per location” basis where Authorized End User uses Juba Network services in multiple locations. In each case, Authorized End User’s average bandwidth utilization will not be over 95% to minimize traffic congestion.
Juba Network guarantees Phone support all over the South Sudan [ 24 / 7 in 365 days]
If it is not possible to solve the problem from remote end, then the support engineer of the First Party will start within One (1) Hour to facilitate the service at the premises of the Authorized End User.
Juba Network Limited will notify End User for any type of schedule maintenance work done by Juba Network or upstream provider (once after receiving notification from upstream provider) before 24-48 hours minimum. Juba Network Limited will notify again as well after the job is done.
Juba Network Limited will also notify by email in case of emergency schedule maintenance/ unwanted circumstances if the prior notification could not be provided.
Are speeds guaranteed?
Answer: The advertised speed typically is for wired access. Wireless introduces all kinds of obstacles, first, different standards, 802.11b is the slowest, 802.11ax is the fastest. To get the highest speeds, your devices all need to have newer gear that supports the higher speeds, otherwise they’ll use slower speeds. There are other factors to consider:
Multiple devices -wireless is a shared medium. If you have even one device that is running 802.11b, it slows down every single device in the 2.4GHz band down to 802.11b speeds
Interference – The 2.4GHz band has lots of interferers: fluorescent lights, microwaves, baby monitors, etc. The 5Ghz band is better, but has more distance limits.
Interference, Part Deux – Live in an apartment? You’re fighting every other wireless router within 50 yards, as you are all competing over the same few channels. This is more of an issue with 2.4GHz band.
Do I have to sign a contract?
Answer: Contract signing is for corporate users, to maintain Service Level Agreement (SLA).
Is there any installation cost?
Answer: Yes, for Home User the installation charge is $150. For corporate users it depends on several factors.
Is there any compensation policy for poor service?
Answer: Any downtime beyond 12 hr./month is given discount on prorated basis of monthly billed amount of that location. The Downtime calculation doesn’t include the downtime for FORCE MAJURE.
Is the service unlimited, or is there a limit on the monthly usage?
Answer: The service is unlimited.
Is technical support available online, on the phone, on email, or a combination of these?
Answer: Juba Network guarantees Phone support all over the South Sudan [ 24 / 7 in 365 days]. If it is not possible to solve the problem from remote end, then the support engineer of the First Party will start within One (1) Hour to facilitate the service at the premises of the Authorized End User.
To reach technical support team please contact in +211 (0) 929 200 202-3 anytime. You can also drop a mail at info@jubanetwork.com
I can't access my internet. How do I contact support center?
Answer: To reach technical support team please contact in +211 (0) 929 200 202-3 anytime. You can also drop a mail at info@jubanetwork.com
I called your customer service hot line and I am in queue for a long time. How can I reach you?
Answer: Please drop a mail at info@jubanetwork.com
There is a problem with my billing. How do I contact billing department?
Answer: To reach billing support team please contact in +211 (0) 929 200 202-3 anytime. You can also drop a mail at info@jubanetwork.com
I want to change my Email Address, Mobile Number and Other Relative Information. Is it possible?
Answer: Yes, you can drop an email at info@jubanetwork.com
I want to suspend my connection for few month, is it possible?
Answer: Yes, you can drop an email at info@jubanetwork.com
Is there any online payment system?
Answer: Yes, you can make payment via Bank.
To get more information please contact us via 0929200210. You can also drop an email at info@jubanetwork.com
Can I pay bill through Bank?
Answer: Yes, you can pay bill via
Bank: BENEFICIARY BANK: ECO BANK SOUTH SUDAN LTD
BENEFICIARY ACCOUNT NAME: JUBA NETWORK CO. LTD.
BENEFICIARY ACCOUNT NUMBER: 6940031423
BRANCH NAME & ADDRESS: KOITA COMPLEX, P.O. BOX 150, JUBA, SOUTH SUDAN
SWIFT CODE: ECOCSSJB
To get more information please contact us via 0929200210. You can also drop an email at info@jubanetwork.com
I already paid my bill but still it's showing Due. Why?
Answer: Please drop an email at info@jubanetwork.com. or contact us via +211 (0) 929 200 202-3
.