FAQs

Frequently Asked Questions

FAQs

Welcome to our Frequently Asked Questions (FAQs) page, here you will find answers of the most important questions you have.


Q: Does Eritel provide abbreviated dialing for important services for Eritel Mobile Prepaid Customers?
For ease of use of our Mobile customers, Eritel provides abbreviated dialing to all important services in Eritrea, the details of which are as follows :-
    1. Emergency call : 112
    2. Police Headquarters in Asmara : 113
    3. Traffic Police in Asmara : 115 
    4. Fire Brigade in Asmara : 116
    5. Ambulance Services in Asmara : 114
    6. EriTel Mobile Customer Care : 117
Q: How do I recharge my Eritel Prepaid Sim Card?
Scratch Card Denominations Offered : 110 NKF and 330 NKF
To recharge your Eritel Prepaid Sim Card, Dial *141*Scratch Card Number#
Q: How do I Check my Eritel Mobile Balance?
  1. To check your Eritel Mobile Balance please dial 456.
  2. You can also call *142*#
Q: How do I Check my Eritel Mobile Number?
To check your Eritel mobile number, Dial *145*#
Q: How do I perform a Remote Recharge for another Eritel Mobile Number?
To recharge another Eritel Mobile number *150*Mobile Number*Scratch Card Number#
Q: How do I transfer my Eritel Mobile Balance to another Eritel Mobile Number?
To transfer your balance to another Eritel Mobile number:
Dial *151*Mobile Number to be credited* amount to be transferred# followed by call.

Note : Transfer Charges of 2 NKF per transfer apply.
Q: How do I divert calls from my Eritel Mobile Number to another number and how can I cancel an active divert?
 -  To Divert calls to another Eritel Number Dial *67*Destination Number#.
 -  To Cancel an active call divert Dial ##61#.

Note: The above mentioned services are also offered with Eritel’s Mobile Apps for Android and IOS.
For IOS App Download : Go to App Store and Type Eritel
For Android App Download : Go to Play Store and Type Eritel
Q: Does Eritel provide abbreviated dialing for important services for its CDMA customers?
For ease of use of our CDMA Fixed services customers, Eritel provides abbreviated dialing to all important services in Eritrea, the details of which are as follows :-
- Police Services : 911
- CDMA Customer Care : 97
- Operated Assistance International Service : 98
Q: How do I recharge my Eritel Prepaid CDMA Phone?
Card Denominations Offered : 95 NKF
To recharge your Eritel’s Fixed CDMA Prepaid phone Dial 930 and enter the card number when you are prompted by the operator.
Q: How do I check my Eritel Prepaid CDMA Phone Balance?
To check your Eritel’s Fixed CDMA Prepaid Balance Dial 930 and follow the instructions.
Q: What is the billing cycle for Postpaid CDMA Customers?
EriTel delivers all Postpaid CDMA Customers monthly bills before or on the 25th of the following month.
Bill Payments should be settled within 15 days of the receipt of the bill.
Q: Are there any late payment charges if the initial 15 day period expires?
A 5% late payment fee is levied on the outstanding amount after the first 15 days for a period of 20 days.
Q: What happens after the penalty period of 20 days expires?
Services shall be suspended at the end of the 20 days penalty period and legal proceedings will follow to secure payments.
Note : Requests for reconnections are deemed as new service applications.
Full installation charges would be levied for any such reconnections.
Q: What are the modes of payment that Eritel supports?
Bill Payments can be made in cash or cheque at EriTel's pay stations only.
Q: What are the charges levied for a lost bill?
Lost bill charges are 15.00 Nakfa
Q: What is the procedure to submit complaints on an invoiced Bill?
Customers can submit complaints on bills within 5 days after receiving the bill.
Any complaints received thereafter will not be deemed eligible for investigation.
 
Q: Does Eritel provide abbreviated dialing for important services for its PSTN customers?
For ease of use of our PSTN Fixed Telephony customers, Eritel provides abbreviated dialing to all important services in Eritrea, the details of which are as follows :-
- Police Services : 911
- CDMA Customer Care : 97
- Operated Assistance International Service : 98
Q: What is the billing cycle for PSTN Telephony Customers?
EriTel delivers all PSTN Telephony Customers monthly bills before or on the 25th of the following month.
Bill Payments should be settled within 15 days of the receipt of the bill.
Q: Are there any late payment charges if the initial 15 day period expires?
A 5% late payment fee is levied on the outstanding amount after the first 15 days for a period of 20 days.
Q: What happens after the penalty period of 20 days expires?
Services shall be suspended at the end of the 20 day penalty period and legal proceedings will follow to secure payments.
Note : Requests for reconnections are deemed as new service applications.
Full installation charges would be levied for any such reconnections.
Q: What are the modes of payment that Eritel supports?
Bill Payments can be made in cash or cheque at EriTel's pay stations only.
Q: What are the charges levied for a lost bill?
Lost bill charges are 15.00 Nakfa
Q: What is the procedure to submit complaints on an invoiced Bill?
Customers can submit complaints on bills within 5 days after receiving the bill.
Any complaints received thereafter will not be deemed eligible for investigation.
Q: What are the current xDSL Internet charges and how can I apply for a new internet connection?
For the current internet xDSL charges please visit: http://www.eritel.com.er
In order to apply for a new internet connection, please download the internet application form by visiting: http://www.eritel.com.er
The application form must be filled and submitted in person to TSEiNET Head office.
Q: What are the types of internet connections Eritel currently provides?
1. xDSL
2. Point to Point Wifi
3. Leased Lines
4. Dial Up
 
Q: What are the tariffs for a Dial-Up connection?
The dial-up connection has fixed monthly payment of 316Nkf per month.
Q: What are the tariffs for the Leased Line service?
The leased line service tariffs are the same as the xDSL tariffs. For details of the tariffs please visit: http://www.eritel.com.er
Q: Is there a line rent also levied on top of my internet connection tariff?
Eritel levies a line rent on top of your internet connection tariff, the details of which are as follows :-

Cumulative Bandwidth          |          Monthly Charges in Nakfea
------------------------------------------------------------------------------------
              128                                                       475                                    
              192                                                       628                                    
              256                                                       798                                    
              384                                                       1037                                    
              512                                                       1343                                    
              768                                                       1588                                    
              1024                                                     2079                                    
              2048                                                     3062                                    
              1536                                                     2324                                    
Q: I am experiencing some issues with my internet connectivity. What should I do?
It is important to note that the issue could be of three types :-

A. Line Issue :
Check your ADSL LED on your ADSL router. The LED should be solid green. If this is not the case, please call customer care for assistance.

B. Router Malfunction :
Check the LEDs of your ADSL router, the ADSL LED should be solid green, and the internet LED should be blinking green. If this is not the case, please call customer care for assistance.

C. Inadequate bandwidth or Virus/Malware Infections :
If the Line and ADSL LED on your router are solid green, then this means that the Internet link is fine. Please call customer care to check your current bandwidth utilization. If the utilization is saturated, this means that you might have a case of inadequate bandwidth or a virus or malware infection on the system.
Q: Why is there a considerable delay on my internet connection?
This is probably due to the Internet latency as Eritel connects to the internet through a Geo-Static satellite rather than through a submarine cable as is the norm in most developed countries. Latency is the amount of delay (or time) it takes to send information from one point to the next. 
On a geo-static satellite the latency is 550 ms as compared to 20-120 ms on a submarine cable based internet connection.
Q: When do internet customers expect their bills?
Internet customers receive their bills by the 5th of the next month.
Q: What are the modes of payment that Eritel supports?
Bill Payments can be made in cash or cheque at EriTel's pay stations only.
Q: What is the bill payment deadline for internet customers?
Internet customers are required to settle their bill Payments within l5 days from the receipt of the bill.
Q: What happens if the deadline for the bill payment expires?
A 5 percent late payment charge is levied on the principal bill. Internet customers can settle their bills with the late payment charges within 10 days after the initial bill payment deadline of 15 days expires.
Your internet connection would be suspended if the bill payment is not settled within 25 days from the receipt of the bill and legal action would follow to secure payments.
Q: What is the procedure to upgrade or downgrade my internet connection?
The procedure to upgrade or downgrade your internet service is by writing and submitting a formal request to TSEiNET (Eritel's ISP arm.)
Q: What is the procedure to suspend or cancel my internet connection?
Suspension of an Internet connection means temporary closure of the service whereas cancellation means permanent closure of the service.
The procedure to suspend or cancel your internet service is by writing and submitting a formal request to TSEiNET (Eritel’s ISP arm.)
Kindly note that for temporary suspension of your internet line, the line rent charges would still apply.