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Frequently Asked Questions - 4G LTE service

Marketing & Sales Division

01 August 2014

Contents
1

Introduction

Frequently Asked Questions 4G LTE Service

Conclusion

1. Introduction
4G LTE is a new service
FAQs
developed for
efficient response to 4G LTE customer queries
upon commercial
launch
Based on support to current 4G LTE trial service users & other
common 4G LTE FAQs

2. Frequently Asked Questions - 4G LTE service


1. What is 4G LTE?
4G LTE is the Fourth Generation Long Term Evolution of data technology for mobile network
development. It provides users with much faster data speeds compared to 3G.
2. What are the anticipated speeds of 4G LTE?
Data speeds will increase significantly compared to 3G 5 times faster than existing 3G
network.
Average network-to-device speeds, or downloads, will range from 10 to 100 Mbps.
Average device-to-network speeds, or uploads, will range from 10 to 100 Mbps.
Average network-to-device (one-way) latency below 50ms is expected, delivering mobile
broadband responsiveness equivalent to wire-line connections.
This increased network performance enables access to data-intensive applications, such
as high-resolution multimedia and video collaboration, made available in a wireless mobile
environment.

2. Frequently Asked Questions - 4G LTE service


3. How can I be assured that I will enjoy typical speed range when I sign up for
4G LTE?
It's a typical range of download speeds that you can experience 80% of the time, over a 24hour period at various locations with 4G (LTE) coverage. The speed range may vary between
users and is subject to device used, hardware and software limitation, 4G network
coverage/traffic, distance between user and base station, nature of built-up area, source of
website and other external factors.
4. How can I get the 4G LTE service?
You can get the 4G LTE service by purchasing a 4G LTE device and data bundle from any
of our retail partners who include Airtel, Axiom, BSC, ISPA, Liquid Telecom, New Artel, MTN
& Tigo.
5. Are you giving any warranty on the devices?
Yes. To our retail partners, we will provide 2% swap of purchased units in case of faulty unit
for a period of one (1) year. However, with Alcatels plan to establish a service center in
Rwanda, once this is in effect, only 1 year warranty and free repair will be provided for
Alcatel devices.

2. Frequently Asked Questions - 4G LTE service


6. What is the difference between normal SIM & USIM?
a) Normal SIM supports 2G & 3G Network, but USIM Supports 2G, 3G, 4G Networks as well
as JAVA Applications.
b) Memory of normal SIM is 64KB whereas memory of USIM is 128KB
7. What care should be taken in handling the SIM card?
Here are a few tips for handling the SIM card:
Avoid touching the gold contacts as much as possible.
Do not bend the SIM card.
The gold contacts must be aligned correctly to the gold contacts on the device. An angled
cut-off notch on the SIM card indicates the orientation of the 4G SIM to the 4G device.
If the SIM card is incorrectly inserted, or an incompatible SIM is inserted, the 4G LTE
device
may display an error message, such as SIM Card Failure or No SIM card inserted.
Please
insert SIM card.
Keep the SIM card clean and dry at all times.
Avoid extreme temperatures and magnetic fields

2. Frequently Asked Questions - 4G LTE service


8. Can I use my 4G SIM card in a 4G LTE device from another provider?
No. The 4G SIM is locked to devices from your current provider.
9. How secure is 4G LTE?
LTE provides enhanced security on multiple levels with:
Secure storage - The LTE SIM card stores the users credentials and secure data needed
to
access network services, including data and applications.
Mutual authentication - In an LTE network, the network authenticates the user identity and
the user equipment authenticates the network credentials. Mutual authentication is
necessary to protect against attacks, including those from rogue base stations.
Root key length - Longer bit keys, such as 128 bits used by LTE, double the keys
strength
and require a greater effort to break through the security algorithm.
Integrity protection - Integrity protection verifies that the signalling has not been modified
over the radio-access interface and that the origin of signalling data is accurate.
Airlink encryption - In the 4G LTE network, three encryption options are used between the
network and the user equipment before communications take place.

2. Frequently Asked Questions - 4G LTE service


10. Whats the difference between 3G and 4G?
In a word - speed. 4G provides speeds up to five times faster than the current average
speed
on the 3G network.
4G is a data-only network. That means that when you make or receive a call, your service
needs to drop from 4G onto either the 3G or 2G networks. When you make or receive a call,
you'll notice the '4G' or 'LTE' symbol on your screen will switch to a 3G symbol. When you
finish your call, your service will try to reconnect back onto 4G.
11. Why is my phone showing 3G when I am within 4G coverage?
Current 4G smartphones or devices only initiate change from 3G to 4G during idling stage. If
you are currently streaming video via 3G network, you will automatically be switched to 4G
when you have finished your video session.
12. Is there such a thing as 5G, and should I wait for it?
4G was only officially ratified in December 2010, so we're quite a few years away from 5G
actually happening.

2. Frequently Asked Questions - 4G LTE service


13. Why am I not able to connect to the Internet (4G LTE)?
a) You are using the service in an area that is not within our network coverage.
The 4G LTE coverage is currently only in Kigali
a) The site to which you are connected is currently down.
a) Your device or some configurations on your device have been reset. To fix this, follow the
guidelines of changing password and Wi-Fi name/SSID for Alcatel Y800 (slides 16~20),
Franklin mobile router (slides 21~24) & Huawei CPE (slides 30~32); For the Huawei
mobile
router follow guideline on slides 28 ~ 29.
b) We have an affected international link from which the connection to the Internet is
sourced.
c) The device you are using is incompatible with our 4G LTE frequency/band (800MHz
frequency/band 20).
d) Your Internet bundle is insufficient/has expired. Please buy a scratch card; Open
www.4glte.rw to view interface, enter your MSISDN Number, enter your PIN Number and
click top-up button.

2. Frequently Asked Questions - 4G LTE service (contd)


14. Why is my device not connecting to the Internet yet it shows that it has
network?
We have an issue with our international link.
We have experienced a power issue at one of our sites that connects you within
your location.
Your device might have been reset. To fix this, follow the guidelines of changing
password and Wi-Fi name/SSID for Alcatel Y800 (slides 16~20), Franklin mobile
router
(slides 21~24) & Huawei CPE (slides 30~32); For the Huawei mobile router follow
guideline on slides 28 ~ 29.
We are currently carrying out network maintenance.
15. Why is the Internet connection so slow?
Your Internet usage could be exceeding the purchased capacity/maximum users per
device (Huawei CPE 32; Huawei mobile router 11, Franklin mobile router 10,
Alcatel Y800 - 10).
Your computer could be infected by a virus.
We are experiencing Internet issues with our international providers.
You could be browsing much far from where the 4G LTE device is placed exceeding
the recommended distance (Huawei CPE 30m, Huawei mobile router 15m,
Franklin

mobile router 10m, Alcatel Y800 15m ) in an open space.

2. Frequently Asked Questions - 4G LTE service (contd)


16. What is the IP for my 4G LTE device?
Huawei CPE - 198.168.1.1
Huawei mobile router - 192.168.8.1
Huawei USB Modem - 192.168.11.1
Franklin mobile router - 192.168.10.1
Alcatel Y800 192.168.10.1
The IP of your device can be used for making changes to the password and network
name of your device
17.

What is the number of users that can be used by a single device?


Huawei CPE: Can serve up to 32 simultaneous users
Huawei Mobile Router: Can serve up to 11 users
Huawei Modem: Serves only 1 user
Franklin Mobile Router: Can serve up to a maximum of 10 users/devices
Alcatel Y800: Can serve up to a maximum of 10 users/devices

2. Frequently Asked Questions - 4G LTE service (contd)


18.

Why cant other people close to me connect to the 4G LTE Wi-Fi?


Your device is protected by a password and is not accessible to others.
They might be using devices that are not Wi-Fi enabled and thus cannot access Wi-Fi.
The supported number of users on your device might have been exceeded: Huawei CPE
32, Huawei mobile router 11, Franklin mobile router 10, Alcatel Y800 - 10.

19. When are you planning to install 4G LTE outside Kigali to serve other districts
of Rwanda?
The plan to roll out 4G LTE out of Kigali is scheduled to start next year.

2. Frequently Asked Questions - 4G LTE service (contd)


20. Can I switch seamlessly between 4G LTE and 3G networks with my 4G device?
Yes. Your 4G LTE devices are backward-compatible, so it is possible to switch between
4G LTE and 3G networks with no problem. However, your SIM card has to be enabled
for both and you also have to subscribe for 4G LTE & 3G.
21. Where will I be able to use 4G LTE?
You will be able to use 4G LTE in various areas of Kigali. To check your location
coverage,
please visit our website www.orn.rw
22. How can I contact you online to assist me solve an issue I have with 4G LTE?
You can contact us online through our website www.orn.rw, send us an email
on ltesupport@orn.rw or visit our Facebook (Olleh Rwanda Networks https://www.facebook.com/ollehrwandanetworks) and twitter (@OllehRwanda https://twitter.com/OllehRwanda) pages

2.

Frequently Asked Questions - 4G LTE service (contd)

23. How can I top up my 4G LTE bundle?


24. Purchase a scratch card
25. Scratch off silver panel to reveal PIN Number.
26. Open www.4glte.rw to view interface
27. Enter your MSISDN Number
28. Enter your PIN Number and click top-up button
24. How can I check my 4G LTE bundle balance?
1. Open www.4glte.rw
2. Enter your MSISDN number in the Balance check box
3. Click on search

2. Frequently Asked Questions - 4G LTE service (contd)


25. What are the specifications for a device that is compatible with your 4G LTE?
Wi-Fi enabled
Support FDD duplex mode, 800 MHz frequency and band 20

26. I have reset my device, how can I fix it?


Follow the guidelines of changing password and Wi-Fi name/SSID for:
- Alcatel Y800 (slides 16~20),
- Franklin mobile router (slides 21~24)
- Huawei CPE (slides 30~32)
Follow the guidelines on how to fix reset for:
- Huawei mobile router (slides 28 ~ 29)

How to change Alcatel Y800 password and Wi-Fi Name/ SSID

Note:

The Alcatel onetouch is made up of;


1. A battery
2. USB cable
3. A charger plug (used in direct AC)
4. And an Alcatel charger sit
5. A behind cover
6. Power button (ON & OFF)
7. WPS button (WiFi Protected Setup)

5
2

How to change Alcatel Y800 password and Wi-Fi Name/ SSID (contd)
Steps taken:
1.
2.
3.
4.

Connect the device using the USB cable to your computer


Open the browser on you computer, and browse this IP code 192.168.10.1
The page below will open (Screenshot 1), then click on Settings
This page will open (Screenshot 2) after clicking on Settings, then enter; User Name: admin, Password: admin and click OK

(Screenshot 1)

(Screenshot 2)

192.168.10.1

admin

admin

Settings

OK

How to change Alcatel Y800 password and Wi-Fi Name/ SSID (contd)

5. This page will open (Screenshot 3), after clicking OK


6. Then click on Settings (Screenshot 3),
7. click on Wi-Fi (Screenshot 4)

(Screenshot 3)

(Screenshot 4)

Settings

Wi-Fi

8.
9.
10.
10.

The page below will open (Screenshot 5) after clicking on WiFi


Then on Screenshot 6 you can change the SSID (4G LTE by oRn) to any of you choice 4G LTE by MNO/ISP
Click on Show Password, initially its will be 10203765, then you will change it to a new one made up of 8 digits company123
After changing the password to the new password of your choice, then click Apply

(Screenshot 5)

(Screenshot 6)
4G LTE by MNO/ISP

company123

Show Password

Apply

11. The page below (Screenshot 7) will open, then click OK


12. You will have finished the whole process of changing the password/SSID
13. When the whole process is finished, the page returns to the starting page (Screenshot 8) and connect automatically with
the new specifications

(Screenshot 7)

(Screenshot 8)

O
K

How to change Franklin mobile router password and Wi-Fi name/SSID

Note:
The
1.
2.
3.
4.
5.

Franklin router is made up of:


A behind cover
A battery
A USB cable
USB adapter
Router

5
1

How to change Franklin mobile router password and Wi-Fi name/SSID (contd)
Steps taken:
1.
2.
3.
4.

Switch on the franklin mobile router and connect it to your computer using its USB cable.
Open your browser (Screenshot 1), and browse this IP 192.168.10.1 and the page below will appear
Enter the Administrator Password, which is admin and Click OK
Then click the button (Screenshot 2) in front of General Device & Network Information (where you see the pointer) to see device
information no action needed
Screenshot 1

Screenshot 2

OK
admin
192.168.10.1

5.

If need be, you can change the SSID in (Screenshot 3) WiFi, press Wi-Fi Profiles (where you see the pointer) and from 4G LTE by
oRn 94 to 4G LTE by MNO/ISP
6. By default there is always a password, for example; lte@orn! then delete the previous password and insert your own company123
eight digits
7. Press save to enable password registration
8. Click Yes in (Screenshot 4) to confirm

Screenshot 3

Screenshot 4

4G LTE by MNO/ISP

company123
Save

Yes

9. This will cause the device to Reboot (Screenshot 5). Meanwhile the Device is Rebooting, the information below in Screenshot 5 is
displayed;
10. It will automatically connect after the whole process to Wi-Fi Internet.
(Screenshot 5)

How to change the Huawei mobile router password and Wi-Fi name/SSID
Note:
The Huawei Mobile Router is made up of:
1. Battery
2. USB Cable
3. The behind cover

2
1

How to change the Huawei mobile router password and Wi-Fi name/SSID (contd)
Steps taken:
1.
2.
3.
4.

Connect to the router using a USB cable to your computer, enter [ 192.168.8.1 ] in the browser and you browse (Screenshot 1);
Press on the connection settings,
Then enter in (Screenshot 2);
Admin
Admin
Then press login
(Screensho
t 1)

192.168.8.1

connection settings

admin
admin

login

(Screenshot 2)

How to change the Huawei mobile router password and Wi-Fi name/SSID (contd)
5.
6.
7.
8.
9.

Click on WLAN
On (Screenshot 3) click on WLAN then on WLAN basic settings
If you want; change the SSID from 4G LTE by oRn to [4G LTE by MNO/ISP]
Then click below on 802.11 authentication and choose [ WPA2-PSK]
On (Screenshot 4) go to encryption mode and chose [AES-TAP], and go to WPA pre-shared key and enter your new password
[company123]
10. Then click on Apply to finish the configuration settings.
(Screenshot 3)

(Screenshot 4)

WLAN

AES-TAP
WLAN-basic settings

4G LTE by MNO/ISP
Click button

WPA2-PSK

company123

Apply

How to fix a reset Huawei mobile router


1.

Connect the device to your computer, enter the IP, then enter admin, admin after pressing on Profile Management
(Screenshot 1)

2.

Press profile management (Screenshot 2), then click on New Profile

(Screenshot 1)

192.168.8.1

(Screenshot 2)

Press

Profile Management

New Profile

How to fix a reset Huawei mobile router (contd)


3. Then (Screenshot 3) will appear, enter on the Profile name orn

4. Then click on Dynamic, and then click on save.


5. The whole process of connecting back to the orn network is complete.

(Screenshot 3)

orn

Dynamic

Save

How to change the Huawei CPE password and Wi-Fi name/SSID

Note:
The CPE is made up of;
1. Data cable
2. An adapter
3. Has also a behind cover
4. A port for LAN (Local Area Network)
5. A port for TEL (Telephone Cable port)

2
4

How to change the Huawei CPE password and Wi-Fi name/SSID (contd)
Steps taken:
1. Open browser enter the IP address [192.168.1.1], in (Screenshot 1)
2. Insert the username [admin] and the password [lte2014@orn] then [login]
3. On (Screenshot 2) click on [Wi-Fi]

(Screenshot 1)

(Screenshot 2)

WiFi

192.168.1.1

admin
admin

login

4. On (Screenshot 3) you can change the SSID [4G LTE by oRn] to [4G LTE by MNO/ISP]
5. Click in the box in front of Security, then choose [WPA2-PSK]
6. Then on (Screenshot 4) click on the box in front of Security and chose WAP2-PSK and then click the box in front of WAP encryption and
chose [TAP-AES]
7. Click in the box in front of Display password to view the existing password, then in the box before WPA2-PSK delete the former
password [H6NF6RHD8AY], then insert a new password [company123].
8. Then Submit, the process is completed, and the devices reboots to register the new SSID and Password, then connects automatically
(Screenshot 3)

(Screenshot4)

4G LTE by MNO/ISP
TAP-AES

Display password

WAP2-PSK
company123

Submit

3. Conclusion
FAQs based on customer inquiries on current 4G LTE trial service &
other common 4G LTE FAQs
To be periodically updated based on 4G LTE customer queries
upon commercial launch