Customer Charter

Dedicated to Customer Satisfaction

ntirely committed to you

At ntel, our drive to provide advanced broadband solutions is evenly matched by our passion for excellent customer service and delivery. This is why we invest heavily in customer care personnel and processes that enable you make the very best of our 4G/LTE-Advanced network.

Our goal is to ensure all our customers enjoy swift and satisfactory response through either our physical or online platforms. Although every customer query is unique, we strive for a consistent and positive consumer experience at the end of every engagement.  Below are our service commitments to you, dear customer.

The ntel Welcome (Customer Onboarding)

All our new customers receive a warm welcome with every step required to activate their ntel lines easily and speedily concluded. In addition, our competent and responsive teams are available to answer any questions customers may have about the benefits of upgrading to ntel’s 4G/LTE-Advanced network.

ntel welcome activities include SIM registration and activation of our various data bundles .

ntel-compatible devices

In order to guarantee a best-in-class experience on our 4G LTE-advanced network, you will require a 4G LTE capable device. If you do not already own one, ntel has identified and tested an extensive selection of 4G LTE capable devices that support our services, which include superfast data, as well as high-definition voice and video services. The list of recommended compatible devices is being updated on a daily basis on our website, and also via all our channels.

We also provide hands-on assistance with making your existing 4G LTE device function effectively on ntel’s network. Our 4Genius Team of 4G LTE device specialists will assist you with all required network configurations, and guide you smoothly towards enjoying the best of abundant broadband on ntel’s network.

Requests

Our number 1 priority is attending to all customer requests speedily. To achieve this, we have made several platforms available for customers to interact with us and get responses in the shortest time possible.

We also ensure our customer experience teams are sufficiently empowered to take immediate action and resolve issues as they arise thereby eliminating unnecessary delays.
We are driven to redefine the industry standard across all our platforms and therefore request that you assess our commitments against the level of service you receive.
We warmly welcome your feedback as we believe your commendations, complaints or suggestions will go a long way in enabling us serve you better.

Please reach us via any of these channels:

Customer Care: 0700 ntel live (0700 6835 5483)

email: [email protected]
[email protected]

We wish you an amazing experience with ntel and look forward to hearing from you

Enquiries, Requests and Complaints

Our number one priority is attending to all customers speedily. To achieve this, we have made several platforms available for customers to interact with us and get responses to their enquiries, requests and resolution of their complaints in the shortest time possible.

We also ensure our customer experience teams are sufficiently empowered to take immediate action and resolve issues as they arise thereby eliminating unnecessary delays.

We are driven to redefine the industry standard across all our platforms and therefore request that you assess our commitments against the level of service you receive.

We warmly welcome your feedback as we believe your commendations, complaints or suggestions will go a long way in enabling us serve you better.

Thank you for choosing ntel.
Live. More.