CUSTOMER PORTAL How-To Guide
INDEX 1 Dashboard 2 Statistics 3 Services 4 Finance 5 Messages 6 News 7 Tickets 8 Documents 9 Profile 10 About 11 FAQ
LET’S GET STARTED We would like to introduce you to a world of efficiency and convenience, specially designed for you, our valued Faircom customers. The Customer Portal gives you direct, private and secure access to your Faircom profile. This profile contains information relating to your registered services, usage statistics as well as financial & administrative documents . You can also check the latest Faircom news, product updates, download important documents, send messages to the customer relations team and track the progress on support tickets submitted. Wow, that sure was a mouthful of features!
First Up
Accessing the Portal & Logging In! Log in via your mobile phone by downloading the app from either the Apple or GooglePlay store. Alternatively you can access it from your desktop by following the link below.
CLICK HERE TO LOG IN Once you have logged into the Customer Portal with your own unique ID and Password (we sent this to you via email), you can select various options from the dropdown menus on the left of the Customer Portal or by following the icons on your phone. *Note: Contact support@faircom.co.za if you are having troubles with your login details.
1
Dashboard
Here you will find general information about your current balance, unpaid invoices or proforma invoices, new messages, new tickets and latest news.
2
Statistics
Displays statistics of the services you are subscribed to and using. In the top-right corner of the screen, you can choose which service to display in the statistics and specify the period of time to display statistics for.
3
Services
A list of all your services such as Fibre, Wireless or VOIP services. For more on our services such as Fibre, Wireless and VoIP solutions, visit our website HERE.
4
Finance
This section displays financial information such as transactions, invoices and payments. You can view or download invoices and payments by clicking on the view icon or the download icon in the operations column of the relevant tables.
5
Messages
View all messages that have been sent to you via the Customer Portal. By clicking on the view icon in the actions column, you can read your messages.
6
News
Read Faircom’s latest news and updates. This is where we will share all kinds of interesting articles, news and much more.
7
Tickets
If you have an issue - this is your tissue. This section displays all tickets submitted by you and for you. By clicking on the View Icon in the Actions column, you can read your tickets. You can also create and submit a new ticket by clicking on the Create ticket icon at the top-right corner of the page. The “Create ticket” window will appear, where you can type the Subject of the ticket, choose a priority, and type a message for your query, as well as upload any files if necessary.
8
Documents
TOP SECRET This section contains any documents, such as agreements, additional agreements, manually created invoices, certificates etc. You can view and download these documents by clicking on the Download icon in the Actions column of the table.
9
Profile
This is where you brag about yourself. Just joking, but this is where your personal details are kept. If you have any important updates to your address, email or contact number - please update it here. If fields are marked in white, you can change information provided in those fields, if they are dimmed, you can only view that information. If the latter is the case and it needs to be updated,please log a ticket by referring back to topic 8.
10 About
We have talked enough about you for now - it is our time now! This is where you will find all of our details. Wanna give us a call? Just look up our number here and pick up the phone (we love talking)!
11
FAQ
Q: Which payment methods do Faircom accept?? A: We don’t do cash - but feel free to tip us in cash when you see us . When paying your monthly account we prefer debit orders or manual EFT payments. It’s important to note debit orders payments need to be arranged for by contacting our support team and completing the administration documents. You can contact the team by logging a ticket (topic 7 in the guide will help with this).
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Q: What happens to my internet connection if my account billing is not up to date? A: No , no . Unfortunately the system will automatically terminate your internet connection. This will however be reinstated once payment is received and it reflects in the accounts.
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Q: Will you still send me an email with my monthly invoice? A: Yes, the automated system will send you a monthly invoice via email and this will also be available to view online on the customer portal. Q: Can I request an upgrade or downgrade of my internet package? A: Yes you can, by logging a ticket with our service desk or alternatively contacting us by email or telephone. Email | support@faircom.co.za Call | 021 815 5700 or 021 815 5870 (after-hours)
021 815 5700 | info@faircom.co.za | www.faircom.co.za