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MTN router and location lock

MTN’s Fixed LTE service is designed to be used at your home or office.

Remember, the SIM card will be locked to the location you provided during sign-up and as a result, your Fixed LTE services will ONLY work at this location.

 All of our MTN LTE packages are location locked and can only be used at the supplied address This means that the service is not portable. The address you used at sign up is what MTN will lock the service to.

How will I know that my SIM is locked vs an internet issue?

The quickest way to find out is if you have moved the router from the listed address to another, used the SIM in a router that is not approved or switched routers. If any of the above has happened, the light will remain RED.

How do I resolve this and how long will it take?

It can take up to 24 hours to unlock your service.

You can check your Customer Zone–>My Services–>Internet Access–>Select Manage account on the desired service(s) and click the Unlock button. Please see an example of what you will see on the ‘Account Details’:

 This request will be sent to MTN with the confirmed address the service is being used at, and you shouldbe back online within 24 hours.

 Once unlocked successfully, you will receive the relevant communication advising it’s completion.

What if I need to move or lock the service by mistake again?

House move: Only two house moves(moving homes)within a 12 month period are permitted by MTN.

Location lock:

 An unlock option will be granted only for the first two locks on the service. 

The third time, in both cases, the SIM will be decommissioned and a new order will need to be placed. This re-order will be subject to standard processing and delivery times.

Please note: All Webafrica deals and packages are subject to change without notification. These include our terms and conditions as it relates to costs and deal/package structures for all of our service providers.  

Updated on September 1, 2020

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