Support

TROUBLESHOOTING

4G

Apple (iPad, iPhone 5, 5s, 5c, 6, 6 Plus):

  • iOS (6): Settings > General > Cellular > “Enable 4G” ON.
  • iOS (7- 8): Settings > Cellular > Select “4G”.
  • iOS (9) Settings > Mobile Data > Voice & Data > Select “4G”.
  • iOS (10) Settings > Cellular > Cellular Data Options > Voice & Data > Select “4G”.

Samsung (Android):

  • (Old OS) Settings > More settings > Mobile networks > Network mode > select LTE/WCDMA/GSM (auto connect)
  • (New OS) Settings> More networks > Mobile networks > Network mode > selectLTE/WCDMA/GSM (auto connect)

HTC (Android):

  • (Old OS) Settings > Mobile networks > Network mode > select LTE/WCDMA/GSM (auto connect)
  • (New OS) Settings > Mobile Data > Network mode > select LTE/WCDMA/GSM (auto connect)

Sony (Android):

  • (Old OS) Settings > More settings > Mobile networks > Network mode > select LTE/WCDMA/GSM (auto connect)
  • (New OS) Settings > More > Mobile Networks > Preferred network type: LTE/WCDMA/GSM (auto connect)

Nokia (Windows Phone 8):

  • Settings > Mobile networks > Highest connection speed > LTE.

 

If, despite configuring the correct settings and being in the right location with a USIM, you are unable to activate 4G, please contact our customer care team.

 

More info:

Some early 4G devices may require a software update to enable 4G.

If you don’t want to use 4G, you can switch it off through your device’s settings.

You can check Alfa’s 4G coverage map here.

U-SIMs serial numbers usually start with the numbers 30 or 31. U-SIMs allow you to connect to Alfa’s 4G network.

If your device is compatible with 1800 Mhz frequency and Band 3, you can connect to Alfa’s 4G network and enjoy high speed internet connection.
Here are the devices that are compatible with Alfa’s 4G network.

This can be due to the fact that 4G is not enabled within the Cellular network settings on your device.
Enabling 4G network will help you connect to Alfa’s 4G network.

3G+

Check our coverage map to see if you are within an area covered by Alfa’s 3G+ cellular network.

Make sure you have the right internet settings, if not, send a free SMS to 1019 with “MI” as content, or manually enter the word Alfa as an APN and leave the Username and Password fields empty.
If you do the above and you still cannot connect to the internet, please fill this Form or reach out to us on Facebook, Twitter so we can better assist you.

We recommend you restart your phone or put your phone on airplane mode for 10 seconds and then remove it.

If you’re connected to WIFI, try either restarting, resetting your router or contact your Internet Service Provider.
Make sure you have the latest software update on your phone.

Not being able to connect to the internet can be due to several factors.
Follow the instructions below to be able to connect.

  • Make sure you are subscribed to a Mobile Internet bundle. You can check the internet bundles here.
  • Enable 3G from your device settings.
  • Save the internet settings by sending an SMS to 1019 with “MI” for free.
  • Restart your phone and start browsing.

If you complete all of the above and you still cannot connect to the internet, please fill this Form or reach out to us on Facebook, Twitter so we can better assist you.

First, we recommend you restart your handset, this will allow your device to search for Alfa’s network and attempt to connect to it.
If the problem persists, please check our coverage map to see if you are within an area covered by Alfa’s cellular network.
If you are still facing issues, please put your SIM in another handset. If connected to Alfa’s network, then the problem is from your mobile phone, if still not connected to Alfa’s network, please reach out to us on Facebook, Twitter or fill this Form so we can better assist you.
We recommend you constantly check Alfa’s social media channels (Facebook & Twitter) for the latest updates on network issues.
                                                

In this case, we recommend that you go to the nearest mobile shop for assistance.
We recommend you write down your phone lock password somewhere, so you always have access to whenever you forget it.

This could be due to your proximity to the Syrian border.
To make sure you are always connected to Alfa’s network go to mobile settings -> network -> manually choose Alfa’s network
                                                

Restart your phone and wait until it fully connects to Alfa’s network. If you still cannot perform calls, please fill this Form or reach out to us on Facebook, Twitter so we can better assist you.

If you hold a Postpaid line, make sure that you have settled your bill on due time.
You can check and Pay Your Bill Online.

If you are a Prepaid line holder, you can dial *11# to check your line’s validity.
You can check your credit and Recharge your prepaid line online.

Should you continue to face issues after paying your bill or recharging, please fill this Form or reach out to us on Facebook, Twitter so we can better assist you.

To solve this issue, we recommend you try the below:

  • Check for call divert status and turn off Divert All Calls in Call – Call Settings – Divert.
  • Check for call barring status and turn it off from Call Settings, Call Barring.

If the problem is not solved, please fill this please fill this Form or reach out to us on Facebook, Twitter so we can better assist you.

  • Check mobile settings (Fixed Dialing / Caller ID) in Call – Call Settings – Fixed Dialing.
  • Make sure that the person you are calling did not block you from True Caller app.

If you still cannot make outgoing calls, please fill this Form or reach out to us on Facebook, Twitter so we can assist you better.

Experiencing bad call quality can be attributed to several factors, here’s what you can do:

  • Switch between network modes (2G, 3G & 4G) from Settings – More – Cellular Networks (Android) or Settings – Cellular (iOS).
  • Check if your SIM’s serial number starts with 30 or 31 as this allows you to connect to Alfa’s 4G network and experience better call quality.

You may check our Alfa Stores or Franchise stores addresses to replace your SIM at the nearest store.

Facing such problems can be related to the software version of your mobile device. Make sure you have the latest software updated on your phone.

  • If you have a postpaid line, make sure you’ve settled your bill on time. You can check and pay your bill online.
  • If you are a prepaid line holder, you can dial *11# to check your line’s validity. You can check your credit and recharge your prepaid line online.
  • Double check if your phone has the latest software installed.

If you still can’t receive SMSes, please fill this form or reach out to us on Facebook or Twitter so we can assist you.

We recommend that you check the default SMS setting mode (SMS or MMS) under SMS.
Switching between SMS and MMS should solve the problem. If not, please fill this form or reach out to us on Facebook or Twitter so we can assist you.

  • Check if you have enough credit by dialing *11# if you have a prepaid line.
  • Restart your phone or put your phone on airplane mode for 10 seconds.
  • Check your Message Center: Messages > Message Settings > Text Messages >Message Center Number: +9613488888 (differs from one handset to another).
  • Check if the iMessage setting on iPhone is enabled.

If you have a postpaid line, make sure you are subscribed, for free, to the SMS roaming service. This is the only way you can send SMSes while abroad. Click here to subscribe to the SMS roaming service or send an SMS (for free) enclosing SMSR to 1050. We recommend that you check the country codes if you’re sending SMS es to international destinations.

To enable your BlackBerry® and Nokia handsets to send SMSes, check the SMS bits coding by going to SMS -> SMS Settings -> change data coding from UCS2 to 7 bits.