Here are the most frequently asked questions about DSL service. For any further query, call us on 1293

Q: Does my phone line support high speed?
A: Majority of lines support the new Speeds and the rest will have limitations depending on technical feasibility from Ogero/MoT. Customers with speed limitations(less than 1 Mb) can benefit from the new increased monthly volume only.

Q: Where can I buy refill cards?
A: Refill cards are available at our Authorized Dealers and also from the Online Refill Store using your Credit Card.

Q: Can I upgrade or downgrade my plan next month?
A: Sure you can by contacting Customer Care at 1293 or 01565250. Upgrades are subject to technical feasibility by Ogero/MoT.

Q: What happens if I exceeded my monthly quota?
A: You can buy extra traffic refills and add them to your account wallet: 1GB = 1000 MB = $1 + VAT.

Q: How can I add extra traffic to my Account?
A: Adding extra volume to your account can be done by following the below steps:
1- Login to your Account page http://account.terra.net.lb which can be also accessed from our main page www.terra.net.lb
2- Enter your username and password. They can be found on the sheet that we sent you with the modem.
3- Click on Manage DSL Additional Volume from the menu
4- From the Extra Volume page you can specify how much volume you wish to add for the current month only or you assign the system to automatically add volume for every month (based on $1 + VAT for each 1GB unit)

Please note that according to the new decree that was issued by the Ministry of Telecom regarding DSL volume over consumption, fraction of each GB will be billed as a full GB, meaning that, if you consume 500MB extra volume you would be charged $1 + VAT and if you consume 1.5GB you would be charged $2 + VAT.

Q: What does shared volume mean?
A: Shared volume means that both Up traffic and Down traffic will be deducted from the total volume.

Q: What's my Upload speed?
A: Upload speed equals to 25% of the Download speed for each plan.

Q: How can I upgrade my DSL account?
A: Upgrading your account can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the new desired package. Upgrade is effective at the beginning of the following month.
Upgrade fee is $3.33.
Please note that Upgrade cannot be done during the free period (DSL Offer)that you get when you activate your account.

Q: How can I Downgrade my DSL account?
A: Downgrading your account can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the new desired package. Downgrade is effective at the beginning of the following month.
Downgrade fee is $3.33.

Q: When can i Downgrade my account?
A: Downgrade cannot be done before one year of the account’s first activity unless there is a technical problem, when client isn’t getting the requested speed (Please check New DSL application Terms and Conditions).

Q: What If I want to downgrade before one year and I don’t have any technical problems?
A: In this case you have two options:
A - Client pays the price of the free refills that he/she got when activated the account then gets new free refills of the desired lower package.
B - Client pays the difference of free refills.
Downgrade fee is $3.33.

Q: How can I Freeze my DSL account?
A: Freezing your DSL account can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the date freezing period.
Freezing starts at the beginning of the following month.
Freezing fee is $6.6 per month.

Q: How can I cancel my DSL account?
A: Account cancellation can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the date of cancellation.

Q: When can I cancel my DSL account?
A: After one year.

Q: What if I want to cancel before one year of my account activation?
A: According to our DSL policy, if you decide to cancel before one year of your DSL activation, you must return the modem and pay for the free refills in order to issue a clearance form from TerraNet, otherwise you won’t be able to apply for DSL anywhere.

By subscribing to TerraNet services through purchasing a service directly from TerraNet offices, agents or distributors or through our web page, Clients have accepted our terms & conditions listed below.

Notifications related to the services provided by TerraNet will be communicated to our Clients via email. Clients are responsible for entering and logging through a valid email address in the designated area on the web page, upon activation of their service. Clients are also responsible for updating their contact information (in case of changes of their email address).

We want our customers to enjoy surfing the internet and our Fair Use Policy is there to make sure our customers have the best experience possible. There might be some customers who use so much data that it might adversely affect the network quality & deteriorate surfing experience for majority of our users.
So to make sure everything is running smoothly, we continuously monitor data transfer volume of internet usage of our subscribers each month and dynamically calculate the average usage of all subscribers to set the levels of Fair Usage Policy.

At peak times, a lot of customers use the shared network bandwidth at any one time.
A very small number of our customers use internet service inappropriately, for example when sending or downloading very large files, or using 'peer to peer' and file sharing software (which may be sending and receiving video and other large files constantly). This means that service quality for all users is affected, making it slower for everyone to access the internet or send and receive emails, especially at peak times. The vast majority of our customers use their service considerately and their usage levels during peak hours don't affect the shared network capacity. Even though only a very small number of our customers use the service inappropriately, their activity does greatly affect the service. Our Fair Use Policy manages inappropriate use and makes sure the service can be used fairly by everyone.

Under the policy we have defined fair usage levels for unlimited data transfer plans and needless to mention, the usage levels are set way above normal usage such that most customers will not be affected by the Fair Usage Policy.
On reaching 4 times the daily fair usage level, the plan speed would be rationalized (reduced from the normal speed of the plan) for the rest of day. The speeds would be upgraded to the normal speeds after midnight.
On reaching 4 times the monthly fair usage level, the plan speed would be rationalized for the rest of the month. The speeds would be upgraded to the normal speeds once the validity of recharge expires. Fair usage level and the reduced speed are dynamically calculated by the average daily and monthly usage of the plan subscribers.

Only very few of our customers are considered Heavy Users, so it will only affects you if you're one of the very few customers who make inappropriate use of our service If you don't use peer to peer, file sharing or other inappropriate software and you're not, for example, constantly downloading or uploading: videos or very large files or sharing your connection with neighbors, you're unlikely to be affected by our Fair Use Policy.

Post consuming a certain amount of GB/MB on the plan you have, the speeds will be rationalized.
The level of usage after which the speed would be rationalized varies from plan to plan.
The speed of the network also varies depending on the availability of the network during that time and the number of connected subscribers at that time.

We reserve the right to vary the terms of the Fair Use Policy from time to time without prior notice.
If, post reaching the levels of usage mentioned against your plan in the FUP policy, your excessive or unreasonable use continues, TerraNet without further notice to you reserves the right to Suspend or limit the Service (or any feature of it) for any period We think is reasonably necessary and/or Terminate your subscription in accordance with the relevant Part of Terms & Conditions for abusive usage.

This service is intended to operate on 24 hours per day and seven days a week. However, Client should consider the following major points:

• The service you are contracting for is provided by TerraNet, which in turn has agreements with other providers and international companies. The service is at times subject to interference and emissions from known and unknown sources. TerraNet always exercises its best endeavor to maintain good performance and operational requirements.
• The Internet is a public, open and informal network, constituted by the interconnection on a worldwide level of computer servers connected by telecommunications network using the TCP/IP protocol. Parts of the network are the property of privately held companies, networks, or public entities. The operation of the network relies on the cooperation between the operators of the different networks without any obligation from any entity for the provision of service or the quality of the service between the different operators. The networks can have different transmission capacities between each other and different operating policies. Therefore, delays or inferior quality of service observed when using the Internet may be due to reasons beyond the control of TerraNet.

TerraNet cannot be held liable for any indirect, incidental, special, consequential or punitive damages, reasonable attorney's fees, expenses and costs, or for reimbursement in case of an interruption of the Internet Capacity or a decrease in transmission quality, whatever the reason of that interruption or decrease which harmed or caused a loss to Customer, may be.

At any time and without any notice, TerraNet reserves the right to alter any of its products in case of SOHO, TerraSmart, TerraBroad and Wigo or to cancel a product. Services provided by TerraNet are contracted from other parties and are subject to interruptions, downtime and stoppages.

Client shall hold TerraNet harmless against loss, damage or expenses resulting from:

• • Breaches or alleged breaches on intellectual property rights, arising from the signals transmitted by Customer, Customer's authorized users or third parties working for Customer.

• • Use of the Internet Capacity by Customer, Customer's authorized users or third parties working for Customer, while infringing this Agreement or any legal or regulatory provision.

• Complaints of third parties regarding the quality or content of Data, or regarding the non fulfillment of Customer's obligation to transmit a determined signal or program.

Notwithstanding any other provision of this Agreement, TerraNet shall not for any reason be liable for any indirect, incidental, consequential, punitive, special or other similar damages, including, but not limited to, damages resulting from loss of actual or anticipated revenues or profits, or loss of business, data, customers or good will.

Provider shall not be responsible for any delay (whether material or not), ceasing, or failure in performance or other duties hereunder, due to Force Major, including, without limitation, acts of God, any Governmental body or public enemy, riots, embargoes, strikes, or other concerted acts of workers, casualties or accidents, circumstances or contingencies, whether of a similar or dissimilar nature to the foregoing, beyond TerraNet's control, which prevent or hinder the performance of TerraNet of any of its obligations hereunder.

DSL is fairly simple to set up on your computer. Please note that the modem you receive from Terranet is pre-configured and ready to go - you don't need to do any setup.