How do I know my account number?

• You can use USSD *148*65# and follow the process as indicated.

• You can use Savanna App which can be downloaded from play store or a link provided at sales point.

How do I pay for my monthly subscription?

• Payment can be made via (Mpesa, Mix by Yas & Airtel Money) for more information check the how to pay link.

• Payment can be made through our Savanna App.

How do I Upgrade or Downgrade my Package?

• For a package change a request can be made through the USSD *148*65# and follow the process as indicated.

• You can also request an upgrade by creating a ticket in our Savanna App after which our support team will be able to call and advice within 1hr.

• A request can also be made via our email support@savannafibre.co.tz.

I am getting no connectivity on my device. (A yellow Triangle)

• Ensure you have automatically set your IP to acquire IP address automatically. This can be done on Network and Internet->Network and Sharing Center->Change Adapter Setting-> Local Area Connection.

• Right click on Local Area Connection->Properties. Select on Internet Protocol (TCP/IPv4) and click on properties.

• Select option for Obtain IP Address Automatically and Obtain DNS server address automatically.

• If you are connecting via Wi-Fi check if your wireless network key is correct. (Wi-Fi key is case-sensitive).

• If you are connecting via Wi-Fi check if you have good Wi-Fi strength to your device.

• Use the “Troubleshoot problems” option by right-clicking on the network icon. This may reset your adapter.

• If you are using cable, ensure the cable is tightly plugged in on your computer and router. You can also test service with another cable or network device.

• Restart the Modem (power off/on).

I am getting poor Wi-Fi- signal

• Poor Wi-Fi signals might be due to but not limited to the below factors:

• Home constructions i.e. thick walls, steel structures.

• Interference from other gadgets e.g. neighbouring routers (channel interference), microwave ovens.

• Poor placement.

• The router/modem should be placed in a central location, elevated, not locked in glass compartments, the antennae should be in a vertical position.

• If all the above factors have been considered, then you may have to invest in a Wi-Fi extender to boost the signals.

I am getting slow speed on my connection.

• Ensure you have good Wi-Fi strength if you are connecting via Wi-Fi.

• Ensure you have no background bandwidth consuming programs active. E.g. automatic updates, program updates, antivirus updates.

• Stop all heavy activity e.g. streaming music/ downloading movies/ uploading huge files.

• Stop all torrent activity i.e. downloading and seeding.

• Close all tabs on your internet browser.

• Disconnect all other users from the network (Both Wi-Fi and Cable).

• It’s important to ensure you keep your Wi-Fi password safe to make sure no unwanted guests are piggybacking on your network.

• At times, and especially after an upgrade, a Reset on the modem may improve the speeds. The reset button is mostly located behind the modem. Remember to save any settings before resetting the modem. This button is almost always sunk but you should be able to access it with a straightened-out paper clip.

• Run a speed test preferably on cable connection on Speedtest.com. The speed test will give more accurate results if all the above factors have been observed.

I am unable to access internet on my devices.

• If you are using a cable, ensure the cable is tightly plugged in to your computer and the modem/router.

• If you are using Wi-Fi ensure the Wi-Fi button is switched on. (Some buttons are physically located on the device e.g. on a laptop. For phones and hand-held devices, this setting is normally under the settings menu.

• If you are connecting via Wi-Fi check if your wireless network key (password) is correct. (Wi-Fi key is case-sensitive).

• If you are using a computer, ensure you have automatically set your IP to acquire IP address automatically. This can be done on Network and Internet->Network and Sharing Center->Change Adapter Setting-> Local Area Connection-> Properties-> Internet Protocol Version 4(TCP/IPv4)-> Select obtain IP address automatically.

• If using a phone or handheld device, also ensure the device is on DHCP. This can be located under Advanced Options.

• If you are using an Ethernet cable, ensure you have not looped any cables (Plugging the cable from one port of the modem to the other) on your modem/router or decoder.

• Restart the Modem (power off/on).

My Modem is not powering

• Check if the power adapter is plugged into the power outlet and that the outlet is switched on.

• If you are using a power extension cable, try a different slot on the power extension.

• Ensure the power button on the modem is switched on. Some modems have a power switch at the back of the modem.

• Try a different power outlet in the office or house.

• It is advisable to only use adapters that have been bought at our Savanna shops to avoid damaging the equipment or causing a short circuit.

• If all the above have been confirmed, then visit one of our shops with the adapter for testing. The adapter or modem might be faulty.

I am not able to open some websites

• Ensure you have no proxy setup on your browser.

• Mozilla Firefox Browser: Tools->Options->Advanced->Network->Connection. Click on Settings and select Use system proxy Settings.

• Safari Browser: Select “Preferences” from the “Safari” menu of the browser toolbar. Click on the “Advanced” tab, then click on the “Change Settings” button. Click on Automatic Proxy Configuration. Click on Apply.

• Google Chrome Browser: Settings->Advanced Settings->Network->Change proxy settings->Connections->LAN Settings->Select Automatically detect settings.

• Confirm the website you are unable to access is correctly typed. You can do a ping and a traceroute to the site. (Ping and trace route can be done on windows or mac terminal window).

• Ensure the DNS and IP settings have been set to automatically obtain IP settings and DNS settings respectively.

• If the website is hosted externally, check with the domain host to ensure your public I.P address has not been blacklisted.(This normally happens when there are too many requests/ wrong logins to manage the site.)

What are the benefits?

• It helps customers check several things easier and faster. Things like:

• Account balance

• Account number

• Due Date

• Account Status

How do I register?

• No Registration is required. All customers must do is to dial *148*65# and select any one of the transactions.

Are there any charges for this service?

• No charges for this service.

Is the service available on all networks?

• Yes, the service is currently available on Airtel, Vodacom and Tigo.

What is the procedure for Moving?

• Shifting forms can be filled in our website or using our Savanna App. Once the form is filled in and submitted our support team will respond within 2hrs.

How long does the process take?

• Process takes a max of 48hrs.

How much does it cost to shift my services?

• Savanna will do the shifting process for free.

Who is authorized to shift my service?

• Accredited Savanna Technician or installer who visits the promises with a copy of the shifting form.

Can I get my own Technician to shift my service?

• No. All you need to carry is the ONU and its power cable.

How long does installation take?

• Once your registration is approved, installation is completed within same day.

What equipment is provided during installation?

• We provide a router and necessary cables to ensure seamless connection.

Is there a fee for installation?

• No installation fee, it’s free.