Frequently Asked Questions

SmileData

What is the validity period of SmileON data?

The SmileON data is available until the validity period of the associated Anytime or Night and Weekend data pan comes to an end.

Do I need to activate SmileON in any way?

No, SmileON become available automatically when you purchase the associated qualifying SmileData plan.

Can I carry over my unused SmileON data when I recharge with a new SmileData plan?

No, unused SmileON data cannot be carried over when you purchase a new SmileData plan. Remember that SmileON data allows for access to limit websites and it is provided to keep you connected that you are able to renew your SmileData plan.

How do I manage and control my data usage?

Automatic downloads contributes greatly to data usage. Manage your data by blocking automatic downloads in MySmile - login and select "Manage my data usage". You can also block Cloud Storage, Torrenting and Videos in MySmile to keep a tighter management of your data usage, especially when you give other users access to use your data by allowing them to connect with their devices via Wi-Fi to your Router or SMiFi.

My data is running out so fast: I seem to use up my data even when I am not doing anything with my computer or smart device. Sometimes, when I have been away from my computer I see that part of my data plan has been used up. How can this happen?

Sometimes, data transfer applications on your device may be running in the background, which will use up your data without your knowledge:
Software and social media updates: An ‘idle’ computer, tablet or smartphone may still use up data for background activities like software update downloads and presence status checks of your contacts on social networks like Skype, Facebook and WhatsApp.  Social networking applications periodically access the internet to verify and indicate to you which of your contacts are ‘online’. You are advised to turn off automatic software updates and close social networking applications whenever you are not actively using them.
BitTorrent: If you have recently used a BitTorrent client application to download media files, etc., it is possible that users (called ‘peers’) of the same application are downloading the same files from your computer’s storage drive without your knowledge. BitTorrent is a peer-to-peer file-sharing protocol. By default, BitTorrent clients are set to allow peers access to your already downloaded files, using all of the available upload speed. Please be mindful to limit upload speeds that your BitTorrent peers can have access to by using the Settings option. For most clients, the minimum possible setting for upload speeds is 1Kbps.

Cloud-based backup drives: These include Dropbox, iCloud, Google Drive, etc. If you have an online backup account and a backup client running on your smart device or computer, and if the backup client has been configured to automatically backup your files or folders on your device, it is possible that your data bundle may be used up during a backup session without your knowledge. It is recommended that you review your backup settings to include only what is critical for backup. Backing up all of your archived pictures, movie files and audio files will result in high data usage.

Did you know?
o Without making a voice or video call, Skype may use up to 324MB per month to check which of your contacts are online.
o For a 1.5GB movie download using BitTorrent, a client could easily consume an additional 15GB of your data, uploading (seeding) the same movie to new ‘downloaders’ (peers), and all this may happen without your knowledge.
o Backing up pictures and music will consume 5MB of your data per file.

I know about BitTorrenting and Cloud backup drives; I have been using the same applications long before I started using Smile 4G LTE broadband internet services, but I had never experienced such high data usage with my previous internet service provider as I do now with Smile. Why is that?

Smile uses the latest cellular technology – 4G LTE – to provide SuperFast broadband internet access. Smile’s 4G LTE customers have access to upload speeds in excess of 10Mbps. If unrestricted, applications like BitTorrent and Dropbox will take advantage of the superfast upload speeds to complete all of the upload or backup tasks that have been pending. It is likely that your previous internet service had very limited upload speeds and, therefore, such tasks could not even get started.

With my previous service provider, a 3GB bundle lasted me an entire month, however, with Smile 3GB only lasts me less than a week. Does Smile’s superfast speed in itself mean more data usage? What can I do to control my usage?

SuperFast speeds do not necessarily mean more usage. It is important to remember that it is what you are doing on the internet, not how fast you are able to do it, that determines the amount of data you use. However, we realise that reliable, SuperFast broadband services change users’ internet behaviour – users then find themselves spending more time watching video content online or surfing more web pages than before. It is this behaviour change that leads to higher data usage. YouTube and online video streaming constitute the bulk of the additional data usage as a result of newly learned internet behaviour. Therefore, limiting access to online video content will normally bring you back into your regular data usage pattern.
Additional tips you should observe to control your usage
o Turn off your data router when it is not in use.
o Check the size of videos before downloading.
o Before attempting to download a software upgrade for your smart device, please ensure that you have more bundle credit than the size of the upgrade file, to avoid aborted downloads that waste data.
o Monitor the number of downloads that you make.
o Keep track of the time you spend on video streaming sites.
o Reduce the quality of videos streamed.
o Limit or restrict access to some sites. (How to block sites.)
o Ensure that you have recent antivirus and anti-spam software installed on your computer.
o Ensure that your Wi-Fi signal is password-protected and regularly changed.
o Turn off ‘Automatic Updates’.
o The handy ‘Usage Tips’ in our data calculator give detailed instructions on how to control your usage.

Can you give me the details of my data usage? Can you also give me a list of all of the individual websites that I have visited with the corresponding data usage per site?

You can view your current and past internet data transfer usage at any time using the ‘Transaction History’ link within MySmile Customer Portal. However, we only track the amount of data being transferred, not any actual internet activity or websites visited, subject to the terms of our Privacy Policy and Acceptable Use Policy. If you still wish to track websites visited by users of your Smile 4G LTE device, please contact Smile Customer Care and our agents will always be happy to recommend tools and equipment that you can deploy in your office or home network that will help you achieve this objective.

How do I know how much data I have left on my SmileON bundle?

Log into MySmile to view your SmileON data balance and manage your data usage.

Do I need a special code to activate SmileON?

No, you don't need to do anything. SmileON is automatically activated when you buy or recharge with a 5GB or larger Anytime or Night and Weekend data bundle.

Does SmileON allow for the same SuperFast broadband access?

Yes, you will enjoy the same SuperFast broadband internet when using SmileON.

Does SmileON allow for the same speed as my normal bundle?

Yes, you will enjoy the same SuperFast broadband speeds when using the SmileON data.

How can I identify which background applications are using up my data bundle?

Our customer care team is always standing by to assist you to identify the applications on your devices that are using up most of your data bundle. They will also be happy to recommend simple tools to install that are able to track usage per connected smart device or computer, so that in future you will be able track how your data in your bundle is being used.

My bundles are running out so fast: I seem to use up my bundle even when I am not doing anything with my computer or smart device. Sometimes, when I have been away from my computer I see that part of my bundle has been used up. How can this happen?

Sometimes, data transfer applications on your device may be running in the background, which will use up your data bundle without your knowledge:
Software and social media updates: An ‘idle’ computer, tablet or smartphone may still use up data for background activities like software update downloads and presence status checks of your contacts on social networks like Skype, Facebook and WhatsApp. Social networking applications periodically access the internet to verify and indicate to you which of your contacts are ‘online’. You are advised to turn off automatic software updates and close social networking applications whenever you are not actively using them.
BitTorrent: If you have recently used a BitTorrent client application to download media files, etc., it is possible that users (called ‘peers’) of the same application are downloading the same files from your computer’s storage drive without your knowledge. BitTorrent is a peer-to-peer file-sharing protocol. By default, BitTorrent clients are set to allow peers access to your already downloaded files, using all of the available upload speed. Please be mindful to limit upload speeds that your BitTorrent peers can have access to by using the Settings option. For most clients, the minimum possible setting for upload speeds is 1Kbps.
Cloud-based backup drives: These include Dropbox, iCloud, Google Drive, etc. If you have an online backup account and a backup client running on your smart device or computer, and if the backup client has been configured to automatically backup your files or folders on your device, it is possible that your data bundle may be used up during a backup session without your knowledge. It is recommended that you review your backup settings to include only what is critical for backup. Backing up all of your archived pictures, movie files and audio files will result in high data usage.
Did you know?
o Without making a voice or video call, Skype may use up to 324MB per month to check which of your contacts are online.
o For a 1.5GB movie download using BitTorrent, a client could easily consume an additional 15GB of your data, uploading (seeding) the same movie to new ‘downloaders’ (peers), and all this may happen without your knowledge.
o Backing up pictures and music will consume 5MB of your data per file.

Why does my bundle deplete much faster when I’m using Smile 4G LTE broadband internet to stream live TV or watch YouTube video clips, compared to when I access the same content using other internet services? How is it possible that I use more data on your network to access the exact same content?

It is known that, while using Smile 4G LTE mobile broadband, YouTube and Skype will adjust to higher-quality video to match Smile’s superfast speeds. YouTube and most streaming applications use an adaptive bitrate (speed) streaming technique, which works by detecting a user’s bandwidth in real time and then adjusting the quality of video stream accordingly. With Smile 4G LTE broadband internet, you will always be served with higher-quality video stream. Higher-quality streams are enjoyable to watch, however, they consume a lot more data.
YouTube has a provision to restrict the video stream to low quality; the default is ‘auto’. We advise that you use this setting option to restrict the quality of the video clip, consequently reducing your data usage.
Did you know?
o Streaming YouTube videos in high definition (1080P) will consume data at up to 1.89GB per hour (or 31.5MB per minute).
o Streaming YouTube videos in standard definition (360P) will consume data at up to 507.6MB per hour (or 8.46MB per minute).
o Making a Skype video call will consume data at up to 230.4MB per hour (or 3.84MB per minute).
o Making a Skype voice call will consume data at up to 45MB per hour (or 0.75MB per minute).

How can I manage my data usage?

You can block access to specific online activities such as Cloud Storage, BitTorrenting, Video and Automatic Updates via MySmile to manage data usage.

How can I get in touch with Smile Communications if I need help with my Smile service?

Click here to contact us. If you have any questions or need help, please contact our dedicated 24-hour Customer Care line on 0800 444 4444 (toll-free) or 0704 645 0000 or send an email to customercare@smile.com.ng and we'll call you back.
Nigeria SmileVoice Call Centre Number:
0702-044-4444 OR 444 for customers calling from a Smile number.

My Bundles are running out so fast. Why is this?

Smile’s internet access service offers unparalleled superfast speeds and because of this you may find your bundles being used up at a different (faster) rate than you had previously been used to. This is quite normal as Smile wants to provide you with an improved service offering and experience, superior to any of our competitors in Nigeria. Smile can also recommend simple on line tools which can help you see how your bundles are being used. Please contact us on 0800 444 4444 (toll-free) or 0704 645 0000 or send an email to customercare@smile.com.ng for more details or alternatively write to us on our website ‘Contact Us’ page.

What is the minimum balance I can have on my account before disconnection?

You will be disconnected and unable to access the internet when your internet bundle runs out. However, if you still have airtime on your account and have allowed the ‘Out-of-bundle’ usage option, you will still be connected, though your internet connection will continue using up your airtime directly. Please note that the airtime in your account never expires.

How can I get SuperFast 4G LTE mobile broadband with Smile?

You can get SuperFast mobile internet at any one of our shops, kiosks or authorised reseller or you can contact us on 0800 444 4444 (toll-free) or 0704 645 0000 or send an email to customercare@smile.com.ng.

My computer cannot find the router’s wireless. What can I do?

If you are certain that the passphrase is correct, make sure you have selected the WPA encryption type. Right click on the router Wi-Fi, select ‘Properties’ on the pop-up window, click on the ‘Security’ tab, and for ‘Security type’ select ‘WPA’.
You may also follow the passphrase/key reset procedure described below.
If some computers support only older encryption methods like WEP, then you may enable a second SSID broadcast and enable it to support only WEP.

My new computer can find my router wireless, however, my passphrase/key is rejected. What can I do?

If you are certain that the passphrase is correct, make sure you have selected the WPA encryption type. Right click on the router Wi-Fi, select ‘Properties’ on the pop-up window, click on the ‘Security’ tab, and for ‘Security type’ select ‘WPA’.
You may also follow the passphrase/key reset procedure described below.
If some computers support only older encryption methods like WEP, then you may enable a second SSID broadcast and enable it to support only WEP.

The ‘LTE’ Mode LED on my router does not stop flashing green (FRITZ!Box) or flashing white/steady purple (Huawei). What can I do?

o The blinking ‘Power’ LED indicates that the router is unable to open the LTE connection with the Smile LTE service
o If the LTE LED is lit but flashing green (FRITZ!Box), flashing white (Huawei router), or steady purple (Huawei) then the router is either still searching or cannot find the Smile LTE service.
o Confirm that the antennas are not damaged, or that the SIM card is not missing/not properly inserted/faulty.
o Make sure the problem is not coverage-related (have you connected to the LTE network before in the same location?)
o Find out from Networks if there are any outages in any areas.
o In some cases the SIM card has registered the Smile LTE service on the forbidden list. This happens usually in poor coverage locations, whereby the router has been rejected by the network on several attach attempts – escalate to Device Support.

What is the maximum wireless range of my home CPE/router?

o Typically, home CPEs transmit at the maximum power (100mW). It is, however, difficult to state the maximum wireless range of the router, since the attainable range also depends on environmental factors in which the device is being operated, including such factors as:
o The transmitter power of the communicating computer’s WLAN adapter.
o Building properties (wall thickness, materials, e.g. concrete reinforcement, steel construction elements).
o Interference by other Wi-Fi access points.
o Indoors, the typical range value is 32 metres, or maximum 2 x brick walls’ penetration; outdoor typical value is 100 metres.

How many computers can I connect to my router’s Wi-Fi access point (AP)?

Wi-Fi routers can admit up to 32 (Huawei B593) and 18 (FRITZ!Box 6810) concurrent customer Wi-Fi connections, but in reality the number of customers it can serve simultaneously also depends on the number of sessions per customer computer. For example, one customer who is BitTorrenting would normally render the router unusable by other connected clients.

I bought a quality service from Smile (up to 21Mbps) but my internet connection is very slow. What can I do?

Your quality of experience depends on several factors:
o Confirm coverage of the router location (for a good experience, it should be two bars or better). Bars can seen in the Web User Interface, under ‘Internet’ > ‘LTE Info’.
o The number of client devices on the router Wi-Fi AP and the number of downloads/sessions per user. BitTorrenting or media streaming over Wi-Fi may result in an impaired experience for other Wi-Fi-connected customers.
o For maximum speed, use the Ethernet LAN cable.

I seem to be overbilled: I don’t really use your data service that much, but when I check my account in SCP, I find my bundles are depleting so fast. I think I’m being cheated or there’s a leakage somewhere. Can I verify that this is not the case?

The router records total data transfer to and from connected computers to the network. This can be viewed on the Web UI, under ‘Online meter’ . Please note the following:
• An idle Windows PC may still use data for background activities like Windows update checks and downloads, and the presence of some applications like Skype, etc. To help understand what individual background applications or processes are using the bandwidth, we recommend bandwidth monitoring applications like NetLimiter 3, which shows a list of all applications communicating over the network, their connections and transfer rates. NetLimiter 3 can be downloaded here: http://www.netlimiter.com/download.php
• Please also note that, at the point of logging off the internet, the customer’s account has not yet been billed for the final data usage. The final usage may be billed up to five minutes later, after the customer has switched off their router or client PC. In SCP, the correct bundle balance is what will be displayed six minutes after switching off the router (remove the SIM card while the router is powered on). If the customer only has Smile 4G LTE broadband internet to access SCP, they will never know their actual final balance at the time of switching/logging off.
• At the point when the customer resumes the Smile 4G LTE broadband internet service, 20MB will automatically be deducted from their SCP account balance. The balance displayed in SCP is always less by the reservation volume of 20MB, in the current configuration. 20MB is not lost, but rather taken into reservation for use in the new/current data session. That explains why customers seem to think they lost 20MB when coming from an inactive mode.
o Example: The customer checks their SCP bundle balance just before switching off their PC/router, and finds a balance reading of 100MB. In the meantime, there’s a reservation of 20MB of which 14MB has been consumed, 14 MB gets billed three minutes later and 6MB is returned. The new bundle balance is now 106MB, but the customer does not get to see this. The customer switches their router/PC on, resumes internet services and quickly checks their SCP account for the bundle balance and this time sees a balance of 86MB (106MB – 200MB new reservation). The customer thinks they have lost 14MB while they were not using the internet.
• For absolute bundle balance view in SCP, the customer should select ‘Disallow All Usage’ under ‘Account Status’, wait for six minutes and refresh to view the final bundle balance. Then the customer can log off or disconnect from the router/dongle, etc. The balance should remain unchanged even when they reconnect to the router/LTE network as volume reservation will not be possible. Customers will have to enable ‘Allow All Usage’ to access the internet once more.
• The routers do not use any data when no customer devices are connected to the routers – tests have confirmed this.
• The Smile 4G LTE broadband service cannot originate a transfer or communication session directly with the customer’s PC. PCs are shielded from the LTE network, in the router’s private network – LAN. If there are any readings on the bandwidth meter tool on the customer’s PC, then an application on the PC initiated a data session. No pings, etc. from the LTE network side, destined for the customer’s PC, are possible.

How much data do I use when I watch YouTube or do online streaming of TV stations like Al-Jazeera, BBC or CNN?

YouTube:
o High definition (1080p) – one hour of streaming will consume an average of 1.89GB volume (average speed 4.2Mbps).
o 360p (usually the default) – one hour of streaming will consume an average of 390MB volume (average speed 867Kbps).
o Online TV:
o Al-Jazeera requires a minimum of 850Kbps (average volume 386MB/hour) to stream without buffering.
o BBC World requires a minimum of 1.5Mbps (average volume 675MB/hour).

And how much data do I use when I make a Skype call?

o Skype voice-only calls: Recommended speed is 100kbps (although Skype will allow the call to degrade to 30Kbps, before dropping it) – average volume consumed is 29.3MB/hour.
o Skype video calls: Recommended speed is 500kbps (video calling can degrade to 300Kbps, before dropping) – average volume is 200MB – 225MB/hour.

Where can I monitor and limit the bandwidth usage of every user connected to my LTE Wi-Fi router? Is it also possible to restrict access based on time of day and websites?

Routers vary in capabilities and features.
o With Huawei B593 it is possible to deny access to some websites (blacklist), however, this restriction is globally applicable to all connected client devices. No per-connected-customer usage control features or statistics are available.
o FRITZ!Box incorporates extra bandwidth control features. It is possible to apply website filters per connected customer devices, as well as time of day-based access restrictions, uniquely per connected customer device. Contact Smile Customer Care for help in setting up such controls.

BitTorrenting: I regularly download files using a BitTorrent client (Utorrent, Vuze). However, when I download a file of 1GB size, I find that I have been overbilled and my bundle is depleted a lot more than expected?

o While downloading a file, your computer may also be serving/uploading already-received portions of the file to other users, as well as serving other complete files resident on the computer.
o It is advisable to remember to close the BitTorrent client application every time you’ve finished downloading. We also suggest you limit the upload speed under bandwidth settings within the client.
o BitTorrent client applications enable users to share large files over an internet link, without a dedicated central file server, but rather a user computer-to-user computer exchange. BitTorrent clients manage the file transfer sessions.
o Typically a file to be distributed is divided into smaller pieces, for example a 1GB file may be divided into 1 000 pieces of 1MB size each. This approach makes it possible to pause and resume download at any point in the file’s overall download life cycle. It also makes it possible for many users (known as ‘peers’ if they possess only a portion of the file, or ‘seeders’ if they possess 100% of the file) to contribute various pieces simultaneously to the downloading computer, making downloading much quicker.
o While downloading a file, the user’s computer (known as a ‘downloader’) also becomes a ‘provider’ (peer) of the pieces they have already downloaded to other users’ computers (downloaders) while downloading the same file.
o Downloaders may also have access to other complete files resident on the customer’s computer. However, customers may not be aware that they are indeed serving to other downloaders, and with Smile LTE superfast uplink speeds, this costs them gigabytes of data.

I suspect my neighbours are using my router Wi-Fi access point without my consent. How can I reset/change my password?

o Connect your computer to the router using a LAN cable.
o Open the router user interface in a Web browser:
URL: http://Fritz.box or http://192.168.178.1
Huawei router: http://192.168.1.1
Enter password/phrase.
o Under ‘WLAN’ > ‘Security’:
o Key in new ‘WLAN Key’.
o Click ‘Apply’.
o Please note that existing Wi-Fi users will be disconnected and will have to use the new passphrase to reconnect.

I seem to have lost all my custom settings like SSID (Wi-Fi name) and Wi-Fi passphrase, especially after an unexpected power outage.

All custom parameters are restored to default values.
If the router is powered off unexpectedly during the configuration, the parameters may be restored to default settings.
We recommend that you export the parameter settings after you set the parameters, so that the router can be quickly restored to the previous status using the export settings.

What is actually included in my data usage?

Data usage includes all of the data you have received (downloaded) or sent (uploaded). In addition, we take into account the Internet Protocol (IP) headers that are used during the transfer of data over our 4G LTE network (this is usually negligible). Access to MySmile Customer Portal is not included in your usage as access to this portal is free of charge to all Smile customers.

The transaction history usage graph in MySmile Customer Portal is inconsistent. The graph shows that I have low usage on some days and then very high usage the next day. That doesn’t match my actual daily usage. Why is that?

In some limited cases, part of your day’s usage may reflect on our systems on the following day, especially any usage that is close to midnight. This happens when your session continues into the next day. When that happens, we are still able to accurately show you the actual usage per individual days using our more detailed records. Our Customer Care agents are always happy to take you through the more detailed transaction history.

Each time I purchase a data bundle and then immediately try to verify in MySmile, I find that my bundle has reduced by 100MB, even before I have resumed using the service. Why is that?

The 100MB is the reservation quota. To prevent frequent billing, a reservation quota is given to grant you broadband access in the current session. Once your device is attached to the Smile 4G LTE network, a session is established. During this session, data transfer is allowed for up to 100MB, after which your account is debited with your actual usage and a fresh reservation quota is granted. However, should you choose to end the session before you have used up all of the granted 100MB, your account will be debited with only your actual usage and the remainder of the reservation quota is returned to your account.

How do you know that your data usage measurement is accurate?

Integrity is one of our core values. We have a dedicated team of trained and specialised engineers who thoroughly review and check the accuracy of our system on a regular basis. Our Customer Care agents are always happy to discuss individual usage one-on-one with our customers to answer their questions.

What if there are multiple internet users in my household? Will my internet activity be tracked?

No, we only track the amount of data being transferred, not actual internet activity, subject to the terms of our Privacy Policy and Acceptable Use Policy.

Smile seems to define a GB differently from the traditional definition. Your GBs have fewer units (1 000MB) than we would normally expect (1 024MB). Why is there such a discrepancy?

Smile GBs are now 1 024MB, although this is not consistent with the standard definition of a GB. Smile conforms to the International System of Units (SI), which defines a gigabyte (GB) as 1 000 000 000 bytes or 1 000MB, a megabyte (MB) as 1 000 000 bytes or 1 000KB and a kilobyte as 1 000 bytes.
The appropriate prefix for multiples of 1 024 units is GiB, which is equivalent to 1 024 MiB, while MiB is 1 024 KiB, and KiB is 1 024 bytes. Operating systems like Windows©, Apple’s IOS and Android™ use multiples of 1 024 when displaying file sizes and storage space, but instead of using the appropriate prefixes (KiB, MiB, GiB), they instead use KB, MB and GB.
Smile values the opinions of our customers, so we have decided to align with the operating systems use of these prefixes. A Smile GB is now 1 024 MB and a Smile MB is now 1 024KB, which is the expectation of some of our customers.

What are you doing about child safety online?

So far, Smile advises parents to understand what their children are doing online and to communicate openly and honestly with them. Some useful references on the issue of child safety online include:
o ITU: http://www.itu.int/osg/csd/cybersecurity/gca/cop/
o UN: http://www.unicef.ca/en/article/child-safety-online-global-challenges-and-strategies
o Kidsmart: http://www.kidsmart.org.uk/ and http://www.kidsmart.org.uk/downloads/searchGuide.pdf

As a customer, what do I need in order to access the 4G LTE mobile broadband service?

You need your personal ID if the intended purpose is for domestic use or a certificate of incorporation for business entities which will be used to register you as per the Nigeria Communication Commission guidelines. For further details, please call the Customer Care on 0800 444 4444 (toll-free) or 0704 645 0000 or send an email to customercare@smile.com.ng.

Is there an installation cost associated with setting up the Smile 4G LTE broadband service?

No. There is no installation cost for setting up the service.

Is a free email account offered with the service?

No. A Smile email service with smile domain will not be provided with Smile 4G LTE broadband. You may use other free hosted email services such as Gmail, Yahoo and Hotmail or any other Web-based email host/provider.

What must I do if my router is lost/stolen?

If your device is lost or stolen, contact Smile Customer Care on 0800 444 4444 (toll-free) or 0704 645 0000 or send an email to customercare@smile.com.ng for assistance to block it. Smile shall not be responsible for replacing a lost/stolen device, but your credit will be transferred to your new SIM card.

How do I set up my router?

The router is a plug and play device. You only need an Ethernet cable to connect your computer to any of the four LAN ports and you can start using the internet, or you can connect to the wireless name to start using the internet.

How do I protect my router/computer from a power surge?

Smile recommends the use of a power surge protector with your Smile 4G LTE Wi-Fi router and computer.

How do I get a SIM card replacement?

You can call the Smile Customer Care helpline on 0800 444 4444 (toll-free) or 0704 645 0000 or send an email to customercare@smile.com.ng stating the reason for a SIM replacement, i.e. stolen, misplaced or damaged, and you will be assisted.

How do I know if my data bundles are about to run out?

When your data bundles are used up to 80%, a message will be sent to your email address notifying you of your usage and explaining how to purchase additional bundles. Alternatively, you can check your usage under the ‘MySmile’ portal on the Smile website.

How can I retrieve my data usage?

Log in to your account at MySmileMySmile
Select the ‘Transaction History’ tab.
Choose the start date (‘Date from’) from the drop box menu.
Choose the end date (‘Date to’) from the drop box menu.
Your results will displayed in a table format showing dates, bundles, amounts etc.

Is there an expiry date on my bundle?

Whenever you load data bundles you get a 30-day validity period starting from the date you subscribed for each data bundle. However, if you still have monetary airtime on your Smile account and you have allowed the ‘Out-of-bundle’ usage option you will still be connected, although your internet connection will continue using up your airtime directly. Please note that the monetary airtime in your account never expires.

Which bundle plans qualify for SmileON?

SmileON is available to you if you purchase a 5GB or larger data bundle or a Smile@home Night and Weekend Bundle.

For how long do I get access to SmileON?

If a qualifying bundle you purchased depletes before the end of its validity period, SmileON will become available automatically, and lasts until the end of that bundle’s validity period, or until the allocated usage allowance is depleted.

How much does the SmileON usage bundle cost?

It is completely free to qualifying customers.

I see a negative sign on MySmile – does this mean that my account will be debited when I recharge?

Your account will not be debited for SmileON data when you recharge. SmileON is free - the negative sign indicates that your SmileON data allowance is depleted.

I see a negative sign on the Smile Customer Portal (SCP). Does this mean that my bundle will be debited when next I top up?

Your account will not be debited for used SmileON bundles on your next top-up. SmileON is free to qualifying customers. The negative sign indicates that your SmileON usage allowance is depleting.

What can I do with my SmileON data?

SmileON gives you access to selected websites and applications that are considered essential. Examples of these sites and applications relate to banking, browsing, email, government sites, messaging, news, Skype voice calls, social networking and Wikipedia.

Can I still access any websites and online applications after my SmileON data is depleted?

No, after the allocated SmileON data bundle is depleted, you will only have access to MySmile to recharge your Smile account.

Can I still access any sites and applications after my SmileON usage bundle is used up?

No. After the SmileON usage bundle is depleted, you will only be able to access Wikipedia, Smile websites and payment channels that allow customers to recharge their MySmile accounts.

Will I enjoy SmileON only during nights and weekends?

Yes, you are able to access the internet 24 hours a day, 7 days a week, with your SmileOn data bundle.

Will I enjoy SmileON at night and on weekends?

All SmileON bundles are usable 24 hours a day, 7 days a week.

Does the SmileON bundle provide unlimited data?

No. If you purchase a 5GB data bundle, you get a usage allowance of 1GB, given in two tiers of 500MB each. If you purchase a 10GB data bundle and above, you get a usage allowance of 2GB, given in two tiers of 1GB each.

What is the validity period for SmileON bundles?

The SmileON usage bundle is available until the end of your current, purchased bundle’s validity period.

Is SmileON only available when using a Smile Router?

Your SmileON data bundle is available across all access devices, including the Smile Router, Smile dongle and Smile SMiFi devices as well as any other devices that work on the Smile network.

Is SmileON only available on routers?

SmileON is an additional data bundle allowance and can be used with all Smile devices and other devices that are compatible with the Smile network.

What is SmileON?

SmileON is provided to customers who bought a 5GB or larger SmileData bundle and will keep you connected even when your data bundle is depleted. We will keep you connected to selected websites to do your banking, browsing, email, messaging and social media. Exclusively brought to you by Smile. Read more on the Usage Policy that applies to SmileON.

Do I have to buy a special handset or computer to use Smile’s service?

No, you only need to be a registered Smile customer with an active data bundle to have access to Smile's SuperFast broadband internet.

When you buy a Smile Starter Pack you will receive a Smile SIM card and SMiFi device that offers you immediate access to the fastest broadband internet in Nigeria. Your computer will connect to your SMiFi device via Wi-Fi and you can connect other devices like your mobile as well which will give browsing on your phone a new experience.

How is 4G LTE different from 3G broadband?

Smile has rolled out 4G LTE internet using Long Term Evolution (LTE) technology. 4G LTE, put simply, is next generation mobile technology and offers the highest-speed broadband technology compared to 3G broadband. For example, what would take minutes to download on a phone, tablet or laptop connected to the internet via 3G would take seconds on a device connected to Smile's SuperFast 4G LTE network.

I have been away from my computer and I see that part of my data bundle has been used. What could have happened?

In order to minimise ‘unwanted usage’, there are a number of precautions you can take to ensure that you can maximise the management of your data usage. Sometimes, programmes can run in the background which will use data. If you see this happening, please check the following in order to protect against unwanted usage:
1.Always be very wary of torrents. Torrenting is illegal and you can unwittingly be acting as a seeder for other internet users if you download and leave torrenting software open. Your operating system/antivirus programs may be running automatically in the background. To get around this, you can disable automatic updates.
2.Always close your web browsers and other tabs if you are not using your computer.
3.Always ensure that your computer is clear from viruses, worms and trojans to avoid running any superfluous processes.
4.Exit from any download manager that you are running on your computer in order to avoid active download processes. Smile can also recommend simple online tools that can help you see how your data is being used.

Our Customer Care team is on hand to provide you with further advice on how best to avoid unwanted data usage.

Chat with Smile for more details (call us toll-free on 0800 444 4444), or alternatively, write to us on our website Contact Us page or via our Smile Facebook page.

My data bundle is running out so fast. Why is this?

Our commitment is to offer you the fastest 4G LTE internet in Nigeria that you can enjoy playing online interactive games, downloading movies and watching videos without any waiting time or delays. Due to the exceptionally high throughput data speeds you will not experience any "waiting" or "buffering" of content and because of these high speeds you may use more data that you have before within the same time period.

It is like driving in a Mercedez or driving a Ferrari from one point to another - which car do you think will use the most petrol? The Ferrari of course - Smile's SuperFast broadband internet is similar.

Please register on MySmile to view and manage your data usage. With MySmile you can also manage the speed of your data throughput. If you'd like to slow it down, just manage this securely with MySmile. Our customer care team is also available 24/7 to assist you - just call us toll-free on 0800 444 44444.