FAQ
Devices
- Mobile
- Landline
- Lifestyle
- Internet
- internet
- Prepaid Packages
- Postpaid Packages
- Roaming
- Billing
1.
Can clients of new bundles register to JAWALNet bundles?
Yes, by sending the code 2000 to 900.
2.
Do I get informed of the level of data consumption?
Yes, you receive a message when you reach 80% and 100% of the consumption limits for data.
3.
For example, in the event that the client has a post paid 100 bundle, and then participated in JAWALNet additional bundle, will he get two internet bundles?
4.
How can I check the remaining balance of the data?
You have several options:
- 1. Through mystc application
- 2. through mystc website
- 3. Send a message with the code 2220 to 900
5.
If the outgoing calls are blocked on my line, will the data be blocked too?
No, you'll be able to use the Internet data bundle normally.
6.
In case of exhausting the data bundle for this month, Can I get additional data bundle for this month only?
7.
In the event that the client has JAWALNet additional bundle, will he see information about both bundles on my services site or MySTC application?
8.
What are the mobile Internet bundles for postpaid clients?
Send a text message from your mobile phone containing the word "Net" for details, or visit the bundles webpage on the website.
9.
What are the mobile Internet bundles for postpaid clients?
Send a text message from your mobile phone containing the word "Net" for details, or visit the bundles webpage on the website.
10.
If there is no remaining data in the internet plan, will the data be deducted from social networking plan?
No, data will not be deducted from social networking plan if there is no remaining data in the internet plan.
1.
Can multiple postpaid customers gift a plan / different plans to the same sawa number?
Yes. However, auto renewal will be for the last activated plan, and previous plans’ renewal will be cancelled.
2.
Can the validity of a sawa SIM be extended if subscription made through a postpaid number?
Payment through a postpaid number include only the value of the plan and not the validity of the sawa SIM
3.
How automatic renewal can be canceled?
Plan automatic renewal can be canceled by texting 7009 to 900 from sawa number, texting 77009 (space) sawa number to 900, through mystc app or our website.
4.
How can I inquire about a plan gifted from a postpaid line?
You may send “88888” to 900 to get details about the gifted plan.
5.
How can I recharge sawa credit balance?
1- By using recharging cards and electronic vouchers. (number from left to right)
-By dialing *155*[RECHARGE CODE]#
-By sending an SMS to 1500 with the following: 155*[RECHARGE CODE]#
-By sending an SMS to 900 with the following: [RECHARGE CODE][SPACE]155
2- By recharging a sawa number from a postpaid number. (number from left to right)
- By sending an SMS to 900 with the following: *144*[MOBILE NUMBER]*[AMONT]#
- Or by sending an SMS to 900 with the following: [AMOUNT][SPACE][MOBILE NUMBER][SAPCE]144
- Or by using mystc app.
3- Transferring credit from a prepaid number (sawa). (number from left to right)
- By sending an SMS to 900 with the following: *133*[MOBILE NUMBER]*[AMONT]#
- Or by sending an SMS to 900 with the following: [AMOUNT][SPACE][MOBILE NUMBER][SAPCE]133
- Or by using mystc app.
4- Requesting credit from another number (Transfer to Me). (number from left to right)
- By sending an SMS to 900 with the following: [TRANSFER AMOUNT][SPACE][MOBILE NUMBER REQUESTED FROM][SPACE]170
- Or by using mystc app
6.
How many lines can receive gifted plans from one postpaid number?
A postpaid number may gift only one plan to one Sawa number.
7.
How much time does it take to renew the plan after recharging credit balance during the grace period (3 days)?
It takes 30 minutes to complete the renewal request, and a confirmation message will be sent to the customer.
8.
How to inquire about remaining data or minutes balance in the plan after activation?
You may inquire about your remaining balance by sending “8888” to 900.
9.
If the plan expires and there is no enough balance for renewal, will the automatic renewal be deactivated?
The automatic renewal will be deactivated after 3 days from the expiring date of the plan if there is no enough balance for renewal.
10.
If there is no remaining data in the internet plan, will the data be deducted from social networking plan?
No, data will not be deducted from social networking plan if there is no remaining data in the internet plan.
11.
If there is no remaining data in the internet plan, will the data be deducted from social networking plan?
No, data will not be deducted from social networking plan if there is no remaining data in the internet plan.
12.
In case a customer has a gifted sawa plan from a postpaid number and the sawa number subscribed for the same plan or another plan, what can be done in this case?
The subscription renewal will be for the postpaid number, while the subscription from the sawa number will be for one time only.
13.
Is gifting plans from a postpaid number linked to the credit limit?
Yes, gifting plans from a postpaid number is linked to the credit limit.
14.
Is there an FUP applicable on data plans or social networking data plans?
There is no FUP applicable on data plans or social networking data plans.
15.
Is there any special plans for internet?
No, there is no special plans for internet. All sawa plans include internet and calls.
16.
Should I use social networks through apps or browser?
You can use social networks through any browser or the official app.
17.
What are social networking apps?
WhatsApp, YouTube, Snapchat, Twitter, Instgram, Facebook, LinkedIn.
18.
What if the customer does not want to wait for 30 minutes for plan renewal?
The customer may send the plan’s subscription number and activation will be immediate
19.
What is the followed procedure in case there is a current subscription for a sawa number in a certain plan and a postpaid plan gifts the same plan or another plan?
Auto renewal for sawa lines is cancelled and subscription renewal will be from the postpaid plan.
20.
When canceling automatic renewal, can I use the current plan until it expires?
Yes, the plan remains activated after canceling automatic renewal until it expires and it will not be renewed automatically.
21.
When using video calls on Snapchat, will the data be deducted from the social networking plan?
22.
Will the plan be renewed automatically when it expires?
Yes, the plan will be renewed automatically if there is enough balance, excluding sawa Day.
23.
Will the plan be renewed from Postpaid line or from sawa balance when the gifted plan expires?
When the gifted plan expires, the plan will be renewed from postpaid line (provided that the line is working) and if the Postpaid line is not working, the plan will be renewed from sawa balance and the customer will be notified via SMS that the value of the plan will be deducted directly from sawa balance if renewal from Postpaid line has failed.
1.
What is “Always on” feature for mofawtar 2 and mofawtar 3?
When you consume your data plan included with your mofawtar plan, your Internet connection will not stop as before. With the “Always on” feature, you will remain connected even after you consume your data plan, you will get 8 GB additional internet on mofawtar 2 and 24 GB additional internet on mofawtar 3, yet your connection speed will be reduced to 256 Kbps. You will still be able to use many apps, browse many websites, and receive/send emails. And of course, all this is without any additional charges and within the same fees you pay for your monthly plan. This way, you will be able to control your bill more effectively.The feature does not require any subscription as it automatically provided in mofawtar 2 and mofawtar 3 plans.
2.
What are the benefits of the new mofawtar Basic?
The new mofawtar basic gives you the following benefits:
- 3 GB monthly internet package.
- 3 GB monthly internet package on STC wifi
- 100 minutes calls within STC network
3.
What are the benefits of the new mofawtar 2?
The new mofawtar 2 gives you the following benefits:
- 8 GB monthly internet package (with Non-stop Internet feature
- 8 GB monthly internet package on stcwifi
- Unlimited calls within stc network
- 200 minutes outside stc network
- Unlimited SMS within stc network
- 200 SMS outside stc network
- You can get a new mobile set (on installments based on cash price) without any commitment on postpaid plans
4.
What are the benefits of the new mofawtar 3?
The new mofawtar 3 gives you the following benefits:
- 100 GB monthly internet package (with Non-stop Internet feature).
- 100 GB monthly internet package on stcwifi
- Unlimited calls within stc network
- 1000 minutes outside stc network
- Unlimited SMS within stc network
- 100 SMS outside stc network
- You can get a new mobile set (on installments based on cash price) without any commitment on postpaid plans
5.
What are the benefits of the new mofawtar 4?
The new mofawtar 4 gives you the following benefits:
- Unlimited monthly internet package*
- Unlimited monthly internet package on STC wifi
- Unlimited Calls & SMS to all Networks
- 100 Roaming outgoing local calls and calls to KSA
- 1 GB roaming data package
- Free Streaming Apps; Jawwy TV
- Free MultiSIM subscription for new customers
- You can get a new mobile set (on installments based on cash price) without any commitment on postpaid plans
*Data usage for mofawtar 4 is unlimited with no FUP (fair usage policy will be applied on Multi-SIM subscribers which is 10GB per day once this daily limited is reached, the speed becomes 512 Kbps to ensure you are constantly connected)
6.
I am currently on Postpaid 400 Plan, do I have to upgrade to mofawtar 4 or not? What do I get from upgrading to the new plan?
mofawtar 4 subscribers will get unlimited calls within and outside STC network, unlimited SMS within and outside stc network and unlimited internet package and Free MultiSIM subscription for new customers with only 450SAR monthly fees subscription.
7.
Can I still get multi-sim after the modification of postpaid plans?
Can I still get multi-sim after the modification of postpaid plans? Yes. You can get two additional sims when subscribing to mofawtar plan expted mofawtar3+
8.
How can I upgrade my current postpaid plan to another?
You can upgrade your postpaid plan through the following steps:
1) Send:
For mofawtar Basic send 4091 to 900, visit mystc website, or visit mystc App.
For mofawtar 2 send 4092 to 900, visit mystc website, or visit mystc App.
For mofawtar 3 send 4093 to 900, visit mystc website, or visit mystc App.
For mofawtar 3+ send 4096 to 900, visit mystc website, or visit mystc App.
For mofawtar 4 send 4094 to 900, visit mystc website, or visit mystc App.
For mofawtar max send 4095 to 900, visit mystc website, or visit mystc App.
9.
Can I get new mobile devices on installment?
Yes. If you are subscribing to mofawtar2, mofatar3 , mofatar3+ or mofawtar 4, you can get any mobile device through installments with various payment schemes that suit your needs without any interests (installments based on cash price)
10.
Can I still enjoy the free mobile device offer? What advanced postpaid plan comes with such offer?
Yes. You can get a free mobile device annually if you are mofawtar max subscriber.
11.
What plan grants me the benefit of the Tamayouz Program?
Subscription to mofawtar max plan makes you a member of the Golden Tamayouz Program after paying two bills
12.
Which postpaid plan gives me a free-of-charge roaming?
mofawtar max & mofawtar 4 are the most suitable plans for you. In which mofawtar max gives you 200 Minute Roaming outgoing local calls and calls to KSA and free incoming call while roaming. This is in addition to Unlimited data package monthly, and also mofawtar 4 gives you 100 minutes Roaming outgoing local calls and calls to KSA and free incoming call while roaming. This is in addition to a 1 GB data package monthly.
13.
What is the Internet Wi-Fi service?
Internet Wifi” is free via stc hotspots throughout the kingdom within malls, cafes and public places.
14.
What is Tamayouz Program?
"Tamayouz" is a special program made for distinguished subscribers. It opens to subscribers the door for wide range of exclusive, exquisite and unique services that cover their personal needs around the clock.
15.
What is the best way to know my remaining balance in my current plan?
You can use “mystc” app, send 2220 or “Balance” to 900, or call 900 for help.
16.
How can I control my own account?
You can control your account through “mystc” app or by calling 900, where you can recharge your balance, renew or change your current plan, review you plan details, pay bills, and knowing your data balance on your plan.
17.
How can I pay my bills?
You can pay your bills through any ATM or contact points with your bank, by calling 900, or through mystc app
18.
What are the streaming apps (Jawwy TV) that have been added to mofawtar 4 & mofawtar max?
The streaming apps (Jawwy TV) have been added to mofawtar 4 and mofatar max subscribers for free.
19.
Is the discount for people with special needs still applied on the new packages?
Yes it is applied on the new packages except mofawtar max.
20.
A customer has people with special needs discount on one of the old postpaid packages and has upgraded to one of the new postpaid packages, does he still have the discount or he should activate it again?
The customer will still have the discount and he does not have to reactivate it. And the discount is not applied on mofawtar max.
21.
Are the unified numbers (9200) within or outside the network?
Calls within the packages features excludes calling the unified numbers (9200), the price is 35.5 Halala per minute.
22.
What are the benefits of the new mofawtar max?
The new mofawtar max gives you the following benefits:
- Unlimited GB monthly internet package
- Unlimited GB monthly internet package on STCwifi
- Unlimited Calls & SMS to all Networks
- Unlimited Internet and calls while roaming UAE, Kuwait, Bahrain and Oman
- 200 Roaming outgoing local calls and calls to KSA
- Unlimited Internet Roaming**
- 200 Minutes international calls
- 200 roaming minutes calls
- Free incoming calls while roaming
- Free Streaming Apps; Jawwy TV
- Free MultiSIM subscription for new customers
- Free economy special number
- Golden Tamayouz after paying 2 bills
- Discounts on smart devices
-
12Month/3600
-
18Month/5400
-
24Month/7200
*Data usage for mofawtar max is unlimited with no FUP (fair usage policy will be applied on Multi-SIM subscribers which is 8GB per day once this daily limited is reached, the speed becomes 512 Kbps to ensure you are constantly connected)
** A fair usage policy applies (2GB per day and speed after the daily limit becomes 512 Kbps)
23.
What is the the eSIM ?
It is an embedded SIM with mobile that allows you to activate a cellular plan from stc without using an actual SIM and it works same as the traditional SIM also it enables you to activate multiple numbers on one mobile device. It contains QR Code that requires you to scan it to activate the SIM on your device.
24.
How are calls to customer service centers (five-digit and six-digit numbers) provided by other operators charges?
The tariff for calling customer service centers and the five-digit and six-digit numbers provided by other operators is 30 halala per minute.
25.
How to pay SIM activation charges upon SIM replacement or issuing a new number?
Activation charges will be added to postpaid bill.
26.
What are the benefits of the new mofawtar 3 plus?
1.
What do I need to do before travelling?
The first step that you need to do is to make sure that you have the international roaming service available; to activate and to make sure that the service is available send 1400 to 900.
2.
How can I make sure that the roaming service is available in the country I intend to travel to, and how can I know the roaming prices there?
Roaming services in any country you would like to visit and the operators' roaming prices are available on the company main website or send the country name to 900; also you can call the customer service on 900 directly or use 00966114555555, and the Saudi communication company pays for the charges of this call.
3.
What are the roaming bundles for calls available for postpaid customers?
1- Roaming bundle in UAE
2-roaming bundle in Bahrain
3- roaming bundle in Qatar
4-roaming bundle in Kuwait
4.
What bundles for receiving calls during roaming are available for the postpaid customers?
1- A bundle for receiving calls during vacation.
2- A bundle for receiving calls for scholarship countries
5.
How can I know the international roaming prices?
1- On the company main website
2- through mystc application,
3- by sending the country name to 900.
6.
What is the best way to access the internet while roaming?
You can use the Internet bundles from stc which are available in more than 50 countries worldwide; to know the available bundles please send 6300 or the word "roaming" to 900, or you can use the internet service through the cell phone via operators that offer this service, taking into consideration the consumption considering the fact that some of these operators charge high prices for internet roaming. As a suggestion you can, when internet usage is much needed, use the local WiFi networks if they are available in the country you are present in and pay the charge directly to the service provider in the same country; or you can subscribe to the internet bundles provided by stc.
7.
Is the free 5 MB data during roaming just for the blackberry service or for roaming internet service as well?
The free 5 MB is only for the blackberry service and it is enough for chatting (blackberry (BB) messenger).
8.
Is the free 5 MB data enough for blackberry clients during roaming?
It depends on your consumption; in some cases if the consumption is high the 5 Mb is exceeded. We recommend subscribing to the international internet roaming bundles by stc.
9.
Is 10 MB as data enough for the iphone during roaming?
It depends on your consumption; in some cases if the consumption is high the 10 MB is exceeded. We recommend subscribing to the international internet roaming bundles by stc.
10.
What is the best way to minimize internet consumption for those using smart phones outside Saudi Arabia?
Subscribing to one of the international roaming internet bundles provided by stc.
11.
Will I be charged for using the Internet on a network that is not included in the Internet offer, in case I'm subscribed to a roaming Internet bundle?
Yes, you will be charged the main price according to the price of the network and the country. Therefore, we recommend setting the device on manual to select preferred network to avoid such cases. You can learn about the preferred network in a country by sending 6350 to 900 or via the website of the Saudi communication company or the mystc application.
12.
If while using the Internet I subscribed to a roaming Internet bundle, can I continue browsing the Internet for free?
If you subscribed to the bundle make sure you sever the Internet connection completely and start a new connection as the deduction will commence when a new Internet connection is made after properly subscribing to the bundle.
13.
Do the roaming Internet bundles for postpaid customers include a blackberry chatting service?
Yes, but you have to make sure that you are subscribed to the main blackberry service.
14.
In the "comfortable sim" service during roaming, do all the numbers work or just the main one?
There has to be a roaming service for the main number, and while roaming calls and messages can be received on all numbers but you cannot make a call except through the main number. Other numbers can be activated during roaming in the same way when you are on the Saudi communcation network and according to the support of the main operator of the activation code, knowing that the value of using roaming for all numbers will be billed on the main number.
15.
How can I make a call during roaming?
Remember that you have to add the code of the country that you want to contact even if you are calling directly from the address list. For example, to call a cell phone in Saudi Arabia from any other country, you have to call 009665XX XX XXXX, and if you want to call a local number in the country that you are currently visiting, normally the operator comapny in the host country connects the phone call directly.
16.
How is the bill for making and receiving calls sent to me?
When you use your cell phone while roaming, the operator company will keep a record of your calls (to settle with the Saudi communcation company), and then they send these records to the Saudi communication company which in turn adds the charges of these calls to your bill, and all charges will appear in Saudi Riyal where the Saudi communcation company automatically converts the foreign charges for you, knowing that the process of your files coming from the operator can take days.
17.
Are the points for qitaf program calculated during roaming?
Yes.
18.
Is the discount for the friends and family bundle applied during roaming?
The discount for the friends and family bundle is not applied during roaming and the operator in the country you are visiting will charge all calls according to their fare published on the company website.
19.
Are the open mobile Internet bundles and the tv bundles offers active during roaming?
The open mobile internet bundle and the tv bundles offers are not active during roaming. These bundles are only applied inside the Saudi communication network, and during roaming they are priced by the operator at the country of visit using GPRS roaming according to the pricing of the operator mentioned on the company website.
20.
Is the credit limit applied during international roaming?
Details of the roamer's phone calls coming from the international operator can be delayed, which means that the credit limit can be exceeded during roaming because of that delay. You can raise the credit limit temporarily by calling the cutomer care center on 900 or the international line on 00966114555555.
21.
In multiple sim service, during roaming, do all the sims work or just the main one?
All the multiple sims work while making phone calls, but receiving calls is only through the main sim. You can activate the other sims during roaming in the same way when you are on the Saudi communication network.
22.
Are the quicknet bundle and the tv bundles offers active during roaming?
quicknet bundle and tv bundles offers are not active during roaming. These bundles are only applied in the Saudi communication network, and while roaming they are priced by the operator in the country which you are visiting using GPRS roaming according to the operator's pricing mentioned on the company website. You can subscribe to the Internet roaming bundles by stc and benefit from large discounts.
23.
How can I acquire the secondary pin number when I enter the wrong one?
You can acquire the pin number, called (PUK1), on Khadamaty website or using mystc application.
24.
Am I charged any charges when switching between operators during international roaming?
No money is charged when switching between operators.
25.
Am I charged when I call the customer service center on 900 or 00966114555555 from the postpaid cell phone during international roaming?
The client is not charged any money when calling 900 or 00966114555555.
26.
Do you deduct from the prepaid (SAWA) credit for calling the customer service center on 900 or 00966114555555 during international roaming?
The client is not charged any money when calling 900 or 00966114555555.
27.
Am I charged for diverting calls during international roaming?
The client who diverted their number to incoming roaming calls will be charged.
28.
When two roaming clients in the same country call one another, is it charged as a local phone call in that country or is it charged as one to Saudi Arabia?
It will be charged as a call to Saudi Arabia for the client who made the call; as for the agent who received the call, he will be charged call receiving charges on the network of the operator of that country. To know more about prices please vist the company main website
29.
What is the best way to make internal phone calls in the same country during roaming?
You can make calls using your cell phone without needing to enter the country key, and the cost of the call is as that of making a local phone call according to the country and operator whose network is being used for the phone call. To know more about prices please visit the company main website or send the country name to 900 or use mystc application.
30.
Are there any networks who charge for the calls even if the other side does not answer?
Yes, there are some networks that charge the value of using their network by the minute even if the other side does not answer; for example, networks in the US do so.
There are suggestions to save during roaming by sending SMSs instead of making calls, and the cost for receiving SMSs when you are abroad is free. Also, receiving calls during roaming is often cheaper than making them.
31.
How can I subscribe to any of the call receiving bundles during roaming for the postpaid clients?
For call receiving bundles for vacations send 6328 to 900 or call 900. For call receiving bundles for scholarship countries send 4141 to 900 or call 900, taking into consideration that you have to make sure of the support of the country you intend to visit and of the time at which the service is available.
32.
How can I unsubscribe from any of the call receiving bundles during roaming for postpaid customers?
For call receiving bundles for vacations send 6329 to 900 or call 900. For call receiving bundles for scholarship countries send 4149 to 900 or call 900.
33.
How can I know the time at which the call receiving bundles service for vacations would be available to postpaid clients?
Clients can check the schedules available on the roaming page on the company main website to know the included countries and the time of availability of the service.
34.
How can I know the time at which the call receiving bundles service for scholarship counries would be available to postpaid clients?
Clients can check the schedules available on the roaming page on the company main website to know the included countries and the time of availability of the service.
35.
What are the available roaming Internet bundles for postpaid customers?
Daily, weekly, and monthly.
36.
How can I subscribe to any of the roaming Internet bundles for postpaid customers?
For daily bundle send 2220 to 900. For weekly bundle 2220 to 900. For monthly bundle send 2220 to 900.
37.
How can I enquire about using any of the roaming Internet bundles for postpaid clients?
For daily bundle send 2220 to 900. For weekly bundle 2220 to 900. For monthly bundle send 2220 to 900.
38.
How can I know the list of countries and operators of roaming Internet bundles for postpaid customers?
By sending 6350 to 900 or by sending the country name to 900.
39.
If I lose my cell phone while travelling, how can I get an alternative sim?
You can get alternative sims by one of the following ways: calling 00966114555555 knowing that the call is for free if you call from an stc number or communicating with the customer service center for international roaming clients via ics@stc.com.sa with attaching a passport or ID copy and showing the request for an alternative sim and a clear address and a phone or cell phone number in the country you are available in.
40.
How can I subscribe to any of the roaming bundles for calls and messages for postpaid clients?
For UAE roaming bundles, valid for a week, send 6444 to 900 (value of the bundle is 400 Riyals). For UAE roaming bundle, valid for 3 days, send 6445 to 900 (value of the bundle is 200 Riyals). For Bahrain roaming bundle, valid for a week, send 6443 to 900 (value of the bundle is 400 Riyals). For Qatar roaming bundle, valid for a week, send 6442 to 900 (value of the bundle is 400 Riyals). For Kuwait roaming bundle, valid for a week, send 6441 to 900 (value of the bundle is 400 Riyals).
41.
Can I subscribe to more than one bundle throughout the month?
Yes, you can subscribe to more than one bundle throughout the month and you can subscribe to the same bundle more than once during the same month.
1.
How to pay the bill?
You can pay your bills in different ways, learn more through Ways of Bill Payment
2.
How can I view my bill details?
You can view all your bill details by visiting mystc app or by sending 1112 to 900.
3.
How can I get my account number to pay my bill?
You can get your account number through mystc app or by sending "bill" to 900
4.
What is E-bill?
A bill that allows you to see all the services and consumption details of your subscriptions and notify you when a new bill is issued. You can also refer to it at any time through mystc app or website.
5.
When is the number disconnected?
The number is disconnected in case of not paying the bill after 28 days from the issue date.
6.
When can I dispute my bill?
Customer can file the dispute within 60 days from the date of the bill through the help & support in mystc app.
7.
Can I have a new device with a previous device fine?
No. The total amount due must be paid
8.
Can I change the bill language?
Yes, you can change it by mystc app>Number Properties
9.
When the new bill will be issued?
The bills are issued from the first day until the seventh of each Gregorian month according to the billing cycle of each customer
10.
Can I change the bill date from Gregorian to Hijri date?
No. It is not possible, according to the directives and the decision of the regulators, to unify the dates of issuing the bills to be according to the Gregorian month.
11.
How can I change my credit limit?
Control your credit limit automatically through SMS \ mystc to suit your needs.
12.
What is the lowest credit limit I can get?
The credit limit cannot be less than the total monthly subscription fees for the services
13.
What is the benefit of the credit limit?
The appropriate credit limit allows you to control your expenses by disconnecting the service upon arrival to prevent overpayments.
14.
Is the issued bill calculated from the credit limit?
No. The issued bill is not included in the credit limit because the credit limit is renewed monthly with each billing cycle independently of the previous month.
15.
Can I have new number if there are unsettled amounts?
No. The customer cannot establish a new number with unsettled amounts
16.
What is the meaning of a monthly credit limit?
The monthly credit limit is calculated for each month independently and includes all fees incurred by the customer, whether subscriptions to packages and others or the use of calls and others.
17.
Can I inquire about all the unsettled amounts?
Yes, you can by sending 9955 to 900
18.
When will the service be reconnected after it is disconnected ?
The service will be reconnected automatically after paying the unsettled amounts.
19.
What will result in not paying the outstanding bills?
The transmission will be disconnected as an initial action and the reconnection is only made after payment. In case of non-payment, the transmission and reception will be disconnected together as a second action and then the service will be permanently canceled in case of non-payment and the customer will be listed on the blacklist.
- Landline Packages
- Internet
1.
How do I subscribe to Home Phone Plus?
Call 900 Through mystc application Or through the my services mystc website
2.
Where can Home Phone Plus bundle operate?
In all the neighbourhoods serviced by landline network.
3.
Can I upgrade Home Phone Plus bundle to another bundle?
The Home Phone Plus customers can only upgrade to Baity Internet Bundles
4.
Can I change Home Phone Plus bundle to another less bundle?
The Home Phone Plus customers can only upgrade to Baity Internet Bundles because there is no less bundle available
5.
What are the Keys available for subscription within the Home Phone Plus bundle?
Mobile key.
6.
What is the card phone service?
It is a landline service wit the feature of incoming reception, while the outgoing is limited to the free service numbers (800), emergency numbers and 900. You can also make domestic or international calls only through the pre paid Marhaba cards.
7.
What are the advantages of a phone card?
It is an easy and convenient way for people with limited budget to better control their expenses through the use of prepaid cards.For people who share a house, a phone card service represents a simple solution enabling them to share means of communication; the landline.
Phone card service saves clients the trouble of going outside to make their calls; a landline without the trouble of paying bills.
8.
What are the exceptions of phone card service?
You can not get a special number. You cannot subscribe to discount services such as Friends and Family or internet discount. You cannot participate in all vertical services except Caller ID and Waiting services. You cannot connect to the internet.
1.
What FTTH fibre optic technology?
FTTH is short for Fibre to the home. Up until recently, high speed fibre optic cables were only used in connecting telephone Exchanges, phone booths and mobile phone towers, while homes were connected by normal copper phone cables. But now, we are extending fibre optic cables to each home individually, so that you can communicate with the world at the speed of light.
2.
How does the FTTH technology work?
The FTTH technology transfers data in the form of light signals transmitted through cables made from fine glass fibres, making the information actually travel at the speed of light and in unprecedented quality that is not affected by external factors or electromagnetic interferences.
3.
Is fibre optic technology available in all the neighbourhoods? And how can I be sure of its availability in my neighbourhood?
stc carries out the process of extending fibre optic cables in different neighbourhoods of the cities of the kingdom, and works on extending the technology to new homes. To make sure that the technology is provided in your neighbourhood, visit our website and go to the fibre optic map FTTH.
4.
Is the internet speed through FTTH affected by climatic factors?
Internet speed is not affected, as one of the kay advantages of the fibre optic technology compared to normal cables is being unaffected by harsh climatic factors such as: intense heat and humidity.
5.
Would the Internet speed be affected when browsing through Wi-Fi network at home?
The speed of browsing the internet through Wi-Fi depends on multiple factors, including the structure of the building of the house and its insulators and the place of the modem, and the distance between the computer or the mobile phone and the Wi-Fi network.But there are solutions and additional devices that can be installed in order to strengthen and improve the Wi - Fi network for your home. You can know them here
6.
What is the Internet speeds available and provided via fibre optic technology FTTH?
The Internet speeds available depends on your needs and your usage and is up to 500 Mbps, you can also choose between several speeds and bundles.
7.
Is the FTTH fibre optic technology better than any current technology; DSL, 3G, and 4G?
Absolutely, the FTTH fibre optic technology is better if you need high speed and consistency in the level of service, allowing you and your family to use the Internet at the same time and at high speeds and enjoy all your phone services, Internet and TV from a single source.
8.
I have a regular landline with Internet, and I am satisfied with the current speed and service, will I be required to convert to fibre optic fibres FTTH?
We recommend that you convert to fibre optic technology FTTH for its quality and because it is a futuristic technology that ensures the provision of services and high speeds, noting that all clients will be shifted to the new fibre optic technology over the upcoming years.
9.
Does the installation of fibre optic technology FTTH require the provision any requirements by the client?
es, the installation of service requires the study and survey of the client's location from the outside wall and until the closest point possible for installation inside the house, which requires:
- The client's readiness to be present or delegate someone to make decisions for a period of two or three hours.
- Move some furniture if necessary.
- Get prior connect of building owner if the client was a tenant, to agree to extensions in order to avoid its removal in the future, which deprives the client from enjoying the service.
- Providing linking the phone exchange with the communication modem with a specialised institutions in this field by the client.
10.
Do I need a special extension of fibre optic technology inside my house?
Yes, technicians of fibre optic technology will extend the fibre optic technology cable with the existing electricity or landline cable pipes. If this was not possible they will extend it externally in the exterior corridors and they are installed carefully. If anything more is necessary, technicians will tell you the steps they were going to tale to take your convent before doing anything.
11.
Is there a difference between the cost of requesting a fibre optic line and that of a normal line?
There is no additional cost, as the services and bundles for FTTH fibre optic line have the same prices of normal lines.
12.
I have a phone line with Internet do I need to request a new line with fibre optic technology FTTH?
You do not need to request a new line, all services will be provided to your current line and with the same number and according to the speed you want. If you want an additional landline, you can introduce it on the same line of fibre optics.
13.
How long does it take to install and activate the fibre optic network in my house by the telecommunications technician After connecting and upon the arrival of the technician at your home?
The process of extension to your home takes approximately 3 hours from the time of arrival of the telecommunications technician at your home.
14.
How much time is required to extend the fibre optic network to my house in the neighbourhood in case the communications company began extension work in my neighbourhood?
The extension of the network to the homes in the targeted residential neighbourhood is almost six months from the beginning of work in the neighbourhood.
15.
Can I get a new landline and Internet with FTTH?
Yes.You can request the service by calling 900 or visiting our website, and in case the service is available in you neighbourhood. To make sure that the technology is provided in your neighbourhood, visit our website and go to the fibre optic map FTTH
16.
Do I need to change the current Internet modem (DSL) if I requested FTTH service?
FTTH fibre optic technology uses a different modem than DSL, and you will get a new modem for free when you switch to this technology.
17.
How can I get a user name and password for broadband?
Through mystc application or my services website.
18.
There is ADSL signal and Internet signal, but no surfing?
If there ADSL signal and Internet signal, but no surfing, make sure you have followed the following steps respectively:
- Ensure that there is proper connection between the computer and the modem device, through:
* If the connection was through network cable, you should ensure that the network cable is properly connected at both ends and that the LAN is enabled. * If the connect was through a wireless network, check if the network's username has been changed lately, or if there is a X sign on the network's name. If so , you must delete the name of the network and search and connect to it again. - Ensure that there is no proxy, through choosing the Tools menu of the web browser, and then choose communication, including the LAN Settings and then make sure Proxy is not selected.
- Clear the temporary Internet files from the device, through selecting the Tools menu of the web browser and then choose Delete to delete the temporary browsing files.
- Check the firewall settings , and ensure that it is updated up to the moment.
- Ensure security software settings for viruses, and make sure that it is updated up to the moment.
- Check the modem settings.
19.
No DSL signal or signal is inconsistent?
20.
Why does the Wi-home solutions service offer?
Get the best coverage of wi-fi signal in all parts of the home and the best of advanced technical solutions
21.
How do I get home Wi-Fi service solutions?
22.
How can I find out the appropriate device among the the Wi-Fi solutions service devices?
The specialised technicians do a free scan and choose the best device for the client with agent guarantee for a year in addition to the installation and installation guarantee for one month and also internal wiring of the customer 's home , and even the modem.
23.
Can you move your Wi-Fi service solutions device to another location?
24.
Do Tamayouz clients receive discount on the monthly subscription fee?
25.
Can clients subscribe to the Upload Key service?
Clients who subscribed to (Baity Fiber 500 + Jawwy TV, Baity Fiber 200 + Jawwy TV, Baity Fiber 200) cannot subscribe to the Upload Key service as it is already available in their packages for free.
26.
Will the available free minutes in some packages be moved to the following month if not used by the client?
They will not be moved.
27.
Will clients be notified when all free calling minutes to mobiles and other operators available in some packages are fully used before the end of the month? And can clients make calls to mobiles?
Yes, clients will be notified when free minutes are fully used and they can only make calls to mobiles in the following cases:
- Activation of the international key service.
- Subscription to the Jawal Key.
28.
Can the subscribed clients to old home internet packages migrate to new home internet packages?
Yes, they can migrate and the new bundles contract will be applied to them.
29.
If clients are subscribed to a home internet package working on copper network, how can they check their internet speed?
The technician will determine the internet speed when visiting the client based on the technical capacity and the maximum speed supported by the copper network.
30.
If the data allowance available in the Basic Internet package (20 GB) is fully used before the end of the month, can clients subscribe to an additional allowance?
Yes, clients will be notified by S.M.S.’s before their data allowance is used up, and they will have three options:
-Have no internet connection until the package is renewed in the following month.
-Request an additional data allowance (3 GB) for SR 40 to be charged on the bill, and the client will be notified using available methods like S.M.S.’s with the basic details of the data allowance and the fees required.
-Upgrade the package.
31.
If the line works on a copper network, can the client subscribe in home internet packages working on optical fiber lines?
If the line is in a copper network, clients cannot subscribe in packages working on optical fiber lines.
32.
Will the free calling minutes contradict with the Jawal Key or the international key?
They will not contradict, and the priority will be to the key.
33.
If the client is currently subscribed to home internet packages and wishes to move to a new house, can they request the transfer of their current services? Or do they have to request a new subscription?
The client has the right to request the transfer of their current services to their new house without any additional fees and can keep all the services provided, based on availability in the new location.
- TV
- Billing
1.
What is Jawwy TV Home?
Jawwy TV Home is a hybrid OTT service that offers both Live TV and On Demand on a subscription basis to stc customers. Featuring contemporary functionalities, the Jawwy TV Home set-top box delivers in-home TV experience
2.
How is Jawwy TV Home different from other TV streaming services available in the market?
Combining Linear TV and abundant OnDemand library, and to making sure that your viewing experience is like never before ,we offer viewers endless hours of entertainment. With features like Watchlist, Recent, and Rewind portal.
3.
What are the OnDemand content available on Jawwy TV Home?
With great offerings from StarzPlay, WideKhaliji and FOX+ in dedicated areas, Jawwy TV Home has you covered for all your entertainment needs that provides a wide range of the latest Western, Arabic Movies and Series along side the top TV channels with Documentaries & Kids programs.
4.
What are the channel packages available on Jawwy TV Home?
Once you are subscribed to Jawwy TV Home you will get the basic package which will provides you with more than 160 channels encrypted & free-to-air for FREE!
*Kindly note that all channels and prices are able to change at any time according to the content provider.
For more details on the channels, visit TV PACKAGES page or call 900.
5.
What am I getting with a basic subscription package?
With just the basic subscription, you will gain access to more than 160 channels encrypted & free-to-air for FREE!
We’ve carefully picked popular channels from sports, movies, news, kids, entertainment and regional genres and created OSN Get Started channel bundle for you which is part of your base subscription (Free for a limited time offer). In addition to the StarzPlay, WideKhaliji and FOX+ packages, Jawwy TV Home has you covered for all your entertainment needs that provides a wide range of the latest Western ,Arabic Movies and Series
6.
How can I subscribe to Jawwy TV Home?
Just visit mystc and order one of the Baity bundles with Jawwy TV, also you can call 900. or visit stc sales office. Or from Baity Plans +jawwy TV page
7.
How can I purchase a pay-per-view content?
Every month we add premium pay-per-view content (TVOD) which can be rented for 48 hours from On Demand. Just go to the desired content and select Rent, enter PIN and play.
8.
Will I get a separate bill for Jawwy TV Home?
Jawwy TV Home is free with one of the Baity bundles with Jawwy TV and the purchase fee for additional movies and packages will be added to your monthly stc landline bill.
9.
How do I unsubscribe from Add-on channel packages?
To unsubscribe from any add-on, please call 900.
10.
How can I cancel the service?
To unsubscribe from Service, please call 900.
11.
What is Baity bundles + Jawwy TV Home ?
It is a bundle of Internet, sound and TV service to give you all-in-one great service. For more details, please visit Baity Plans +jawwy TV page or call 900
12.
How do I cancel the service if I am a Baity bundles + Jawwy TV Home Customer?
To unsubscribe from this service, call 900 .
13.
I have more than one TV in my home. Can I access Jawwy TV Home on multiple TVs?
Yes with new jawwy TV Tiers you can link your user up to 8 Devices and you can watch on the same time up to 4 accounts
14.
How to install and activate Jawwy home TV service?
15.
What are the new Jawwy TV Home packages?
Lite, Classic, Premium
16.
How to subscribe to the Premium Package?
Subscribing to the premium package is by subscribing to the Baity 500 package
17.
What are the Jawwy TV Home packages available for Jawwy Key customers?
Light package and Classic.
18.
When transferring my package from my home 500 to my home 200, can I watch the premium package?
No, you will be move to a Classic package
19.
Can I get more than one device when I am a customer in the Classic and Premium package?
You can order a device, and 287.5 riyals will be charged, including the value-added tax for the additional device price
20.
Are the Jawwy TV packages monthly?
Yes, it is calculated from the bill
21.
What is meant by [number of devices that can be viewed on]?
The number of devices that the customer can link to his account
22.
And what is meant by [Conc. streams]?
The number of screens available for the customer to watch on at the same time Example (Jawwy TV Home Device and Jawwy TV App)
23.
Can I watch Jawwy TV Home on smart devices?
Yes, you can use the service on the Jawwy TV Home app for multiple smart devices
24.
What devices does Jawwy TV support?
You can access Jawwy TV on number of devices as per your subscription plan. Jawwy TV is available to watch on mobile devices, tablets, Browsers, smart TVs, and also the Jawwy TV Home set-top box.
Watch Jawwy TV on:
- iOS phones and tablets versions – 11.3 and above
- Android phones and tablets version - 5 and above
- Android TV devices - with Android 8 OS and above
- Web browsers: Latest versions recommended for Chrome, Safari & Firefox browsers
- Samsung Smart TV 2018 and onwards models with Tizen OS.
- LG Smart TV 2018 and onwards models with WebOs 4.0 and above
25.
How do I subscribe to Jawwy TV Home Lite and Classic packages?
You can subscribe via mystc app or by calling 900. or sending the following codes to 900 (2301 for the Lite package) (2302 for the Classic package)
1.
How to pay the bill?
You can pay your bills in different ways, learn more through Ways of Bill Payment
2.
How can I view my bill details?
You can view all your bill details by visiting mystc app or by sending 1112 to 900.
3.
How can I get my account number to pay my bill?
You can get your account number through mystc app or by sending "bill" to 900
4.
What is E-bill?
A bill that allows you to see all the services and consumption details of your subscriptions and notify you when a new bill is issued. You can also refer to it at any time through mystc app or website.
5.
When is the number disconnected?
The number is disconnected in case of not paying the bill after 28 days from the issue date.
6.
When can I dispute my bill?
Customer can file the dispute within 60 days from the date of the bill through the help & support in mystc app.
7.
Can I have a new device with a previous device fine?
No. The total amount due must be paid
8.
Can I change the bill language?
Yes, you can change it by mystc app>Number Properties
9.
When the new bill will be issued?
The bills are issued from the first day until the seventh of each Gregorian month according to the billing cycle of each customer
10.
Can I change the bill date from Gregorian to Hijri date?
No. It is not possible, according to the directives and the decision of the regulators, to unify the dates of issuing the bills to be according to the Gregorian month.
11.
How can I change my credit limit?
Control your credit limit automatically through SMS \ mystc to suit your needs.
12.
What is the lowest credit limit I can get?
The credit limit cannot be less than the total monthly subscription fees for the services
13.
What is the benefit of the credit limit?
The appropriate credit limit allows you to control your expenses by disconnecting the service upon arrival to prevent overpayments.
14.
Is the issued bill calculated from the credit limit?
No. The issued bill is not included in the credit limit because the credit limit is renewed monthly with each billing cycle independently of the previous month.
15.
Can I have new number if there are unsettled amounts?
No. The customer cannot establish a new number with unsettled amounts
16.
What is the meaning of a monthly credit limit?
The monthly credit limit is calculated for each month independently and includes all fees incurred by the customer, whether subscriptions to packages and others or the use of calls and others.
17.
Can I inquire about all the unsettled amounts?
Yes, you can by sending 9955 to 900
18.
When will the service be reconnected after it is disconnected ?
The service will be reconnected automatically after paying the unsettled amounts.
19.
What will result in not paying the outstanding bills?
The transmission will be disconnected as an initial action and the reconnection is only made after payment. In case of non-payment, the transmission and reception will be disconnected together as a second action and then the service will be permanently canceled in case of non-payment and the customer will be listed on the blacklist.
- Landline internet
- Mobile Internet
- quicknet
- Internet Roaming
1.
What FTTH fibre optic technology?
FTTH is short for Fibre to the home. Up until recently, high speed fibre optic cables were only used in connecting telephone Exchanges, phone booths and mobile phone towers, while homes were connected by normal copper phone cables. But now, we are extending fibre optic cables to each home individually, so that you can communicate with the world at the speed of light.
2.
How does the FTTH technology work?
The FTTH technology transfers data in the form of light signals transmitted through cables made from fine glass fibres, making the information actually travel at the speed of light and in unprecedented quality that is not affected by external factors or electromagnetic interferences.
3.
Is fibre optic technology available in all the neighbourhoods? And how can I be sure of its availability in my neighbourhood?
stc carries out the process of extending fibre optic cables in different neighbourhoods of the cities of the kingdom, and works on extending the technology to new homes. To make sure that the technology is provided in your neighbourhood, visit our website and go to the fibre optic map FTTH.
4.
Is the internet speed through FTTH affected by climatic factors?
Internet speed is not affected, as one of the kay advantages of the fibre optic technology compared to normal cables is being unaffected by harsh climatic factors such as: intense heat and humidity.
5.
Would the Internet speed be affected when browsing through Wi-Fi network at home?
The speed of browsing the internet through Wi-Fi depends on multiple factors, including the structure of the building of the house and its insulators and the place of the modem, and the distance between the computer or the mobile phone and the Wi-Fi network.But there are solutions and additional devices that can be installed in order to strengthen and improve the Wi - Fi network for your home. You can know them here
6.
What is the Internet speeds available and provided via fibre optic technology FTTH?
The Internet speeds available depends on your needs and your usage and is up to 500 Mbps, you can also choose between several speeds and bundles.
7.
Is the FTTH fibre optic technology better than any current technology; DSL, 3G, and 4G?
Absolutely, the FTTH fibre optic technology is better if you need high speed and consistency in the level of service, allowing you and your family to use the Internet at the same time and at high speeds and enjoy all your phone services, Internet and TV from a single source.
8.
I have a regular landline with Internet, and I am satisfied with the current speed and service, will I be required to convert to fibre optic fibres FTTH?
We recommend that you convert to fibre optic technology FTTH for its quality and because it is a futuristic technology that ensures the provision of services and high speeds, noting that all clients will be shifted to the new fibre optic technology over the upcoming years.
9.
Does the installation of fibre optic technology FTTH require the provision any requirements by the client?
es, the installation of service requires the study and survey of the client's location from the outside wall and until the closest point possible for installation inside the house, which requires:
- The client's readiness to be present or delegate someone to make decisions for a period of two or three hours.
- Move some furniture if necessary.
- Get prior connect of building owner if the client was a tenant, to agree to extensions in order to avoid its removal in the future, which deprives the client from enjoying the service.
- Providing linking the phone exchange with the communication modem with a specialised institutions in this field by the client.
10.
Do I need a special extension of fibre optic technology inside my house?
Yes, technicians of fibre optic technology will extend the fibre optic technology cable with the existing electricity or landline cable pipes. If this was not possible they will extend it externally in the exterior corridors and they are installed carefully. If anything more is necessary, technicians will tell you the steps they were going to tale to take your convent before doing anything.
11.
Is there a difference between the cost of requesting a fibre optic line and that of a normal line?
There is no additional cost, as the services and bundles for FTTH fibre optic line have the same prices of normal lines.
12.
I have a phone line with Internet do I need to request a new line with fibre optic technology FTTH?
You do not need to request a new line, all services will be provided to your current line and with the same number and according to the speed you want. If you want an additional landline, you can introduce it on the same line of fibre optics.
13.
How long does it take to install and activate the fibre optic network in my house by the telecommunications technician After connecting and upon the arrival of the technician at your home?
The process of extension to your home takes approximately 3 hours from the time of arrival of the telecommunications technician at your home.
14.
How much time is required to extend the fibre optic network to my house in the neighbourhood in case the communications company began extension work in my neighbourhood?
The extension of the network to the homes in the targeted residential neighbourhood is almost six months from the beginning of work in the neighbourhood.
15.
Can I get a new landline and Internet with FTTH?
Yes.You can request the service by calling 900 or visiting our website, and in case the service is available in you neighbourhood. To make sure that the technology is provided in your neighbourhood, visit our website and go to the fibre optic map FTTH
16.
Do I need to change the current Internet modem (DSL) if I requested FTTH service?
FTTH fibre optic technology uses a different modem than DSL, and you will get a new modem for free when you switch to this technology.
17.
How can I get a user name and password for broadband?
Through mystc application or my services website.
18.
There is ADSL signal and Internet signal, but no surfing?
If there ADSL signal and Internet signal, but no surfing, make sure you have followed the following steps respectively:
- Ensure that there is proper connection between the computer and the modem device, through:
* If the connection was through network cable, you should ensure that the network cable is properly connected at both ends and that the LAN is enabled. * If the connect was through a wireless network, check if the network's username has been changed lately, or if there is a X sign on the network's name. If so , you must delete the name of the network and search and connect to it again. - Ensure that there is no proxy, through choosing the Tools menu of the web browser, and then choose communication, including the LAN Settings and then make sure Proxy is not selected.
- Clear the temporary Internet files from the device, through selecting the Tools menu of the web browser and then choose Delete to delete the temporary browsing files.
- Check the firewall settings , and ensure that it is updated up to the moment.
- Ensure security software settings for viruses, and make sure that it is updated up to the moment.
- Check the modem settings.
19.
No DSL signal or signal is inconsistent?
20.
Why does the Wi-home solutions service offer?
Get the best coverage of wi-fi signal in all parts of the home and the best of advanced technical solutions
21.
How do I get home Wi-Fi service solutions?
22.
How can I find out the appropriate device among the the Wi-Fi solutions service devices?
The specialised technicians do a free scan and choose the best device for the client with agent guarantee for a year in addition to the installation and installation guarantee for one month and also internal wiring of the customer 's home , and even the modem.
23.
Can you move your Wi-Fi service solutions device to another location?
24.
Do Tamayouz clients receive discount on the monthly subscription fee?
25.
26.
Can clients subscribe to the Upload Key service?
Clients who subscribed to (Baity Fiber 500 + Jawwy TV, Baity Fiber 200 + Jawwy TV, Baity Fiber 200) cannot subscribe to the Upload Key service as it is already available in their packages for free.
27.
Will the available free minutes in some packages be moved to the following month if not used by the client?
They will not be moved.
28.
Will clients be notified when all free calling minutes to mobiles and other operators available in some packages are fully used before the end of the month? And can clients make calls to mobiles?
Yes, clients will be notified when free minutes are fully used and they can only make calls to mobiles in the following cases:
- Activation of the international key service.
- Subscription to the Jawal Key.
29.
Can the subscribed clients to old home internet packages migrate to new home internet packages?
Yes, they can migrate and the new bundles contract will be applied to them.
30.
If clients are subscribed to a home internet package working on copper network, how can they check their internet speed?
The technician will determine the internet speed when visiting the client based on the technical capacity and the maximum speed supported by the copper network.
31.
If the data allowance available in the Basic Internet package (20 GB) is fully used before the end of the month, can clients subscribe to an additional allowance?
Yes, clients will be notified by S.M.S.’s before their data allowance is used up, and they will have three options:
-Have no internet connection until the package is renewed in the following month.
-Request an additional data allowance (3 GB) for SR 40 to be charged on the bill, and the client will be notified using available methods like S.M.S.’s with the basic details of the data allowance and the fees required.
-Upgrade the package.
32.
If the line works on a copper network, can the client subscribe in home internet packages working on optical fiber lines?
If the line is in a copper network, clients cannot subscribe in packages working on optical fiber lines.
33.
Will the free calling minutes contradict with the Jawal Key or the international key?
They will not contradict, and the priority will be to the key.
34.
If the client is currently subscribed to home internet packages and wishes to move to a new house, can they request the transfer of their current services? Or do they have to request a new subscription?
The client has the right to request the transfer of their current services to their new house without any additional fees and can keep all the services provided, based on availability in the new location.
1.
Can clients of new bundles register to JAWALNet bundles?
Yes, by sending the code 2000 to 900.
2.
Do I get informed of the level of data consumption?
Yes, you receive a message when you reach 80% and 100% of the consumption limits for data.
3.
For example, in the event that the client has a post paid 100 bundle, and then participated in JAWALNet additional bundle, will he get two internet bundles?
4.
How can I check the remaining balance of the data?
You have several options:
- 1. Through mystc application
- 2. through mystc website
- 3. Send a message with the code 2220 to 900
5.
If the outgoing calls are blocked on my line, will the data be blocked too?
No, you'll be able to use the Internet data bundle normally.
6.
In case of exhausting the data bundle for this month, Can I get additional data bundle for this month only?
7.
In the event that the client has JAWALNet additional bundle, will he see information about both bundles on my services site or MySTC application?
8.
What are the mobile Internet bundles for postpaid clients?
Send a text message from your mobile phone containing the word ""Net"" for details, or visit the bundles webpage on the website.
9.
What are the mobile Internet bundles for postpaid clients?
Send a text message from your mobile phone containing the word "Net" for details, or visit the bundles webpage on the website.
1.
How can I activate quicknet bundles using quicknet recharge cards?
You can use the available charging and activation channels to activate the bundle directly to your prepaid SIM, or enter * 155 * Charging card number * ID Number # Then press Call.
2.
How can I change quicknet billed bundle?
You can use 'my services' site to change your billed bundle to another bundle at any time.
3.
How can I renew a prepaid quicknet bundle?
You can re-subscribe to any quicknet bundle using mystc Application or "my services" site to renew the bundle. Where you can add a financial balance with a Sawa card or credit card to the SIM, and then activate the quicknet bundle . Or you can use quicknet cards for recharging or credit card to activate the bundle directly .
4.
How do I know the amount of remaining data in my bundle?
5.
How do I know the time my post-paid SIM bill is issued?
You can use MySTC application or "my services" site to inquire about your package, you can also receive a SMS after choosing a primary contact number for the SIM card.
6.
How do I pay the bill for the SIM card?
You can pay the data slice bill using a credit card through MySTC application and "my services" site You can also pay the bill through your bank account using "payment" service .
7.
How is the amount of the penalty calculated in case I want to end the contractual obligation of My-Fi or router?
In case you want to end the contractual obligation to one of QUICKnet's devices, a punitive fee is imposed on the remaining term of the contract, and you can know it by multiplying the number of remaining months of the contract by 30 Riyals.
8.
Is it possible to recharge SIM card with a sawa card or quicknet Internet recharge cards?
Yes, you can add credit to the SIM using sawa cards or quicknet recharge cards chp to activate the bundle directly . Knowing that sawa cards and billed cards cannot be charged.
9.
What is the direct sign in feature?
It is a feature that enables you to sign in to your account manage data segment connected to the network, whether on a Wi - Fi device or mobile phone, without the need to enter a user name and password, and without the need to provide financial balance.
10.
What is the direct sign in feature?
It is a feature that enables you to sign in to your account manage data segment connected to the network, whether on a Wi - Fi device or mobile phone, without the need to enter a user name and password, and without the need to provide financial balance.
11.
What are the quicknet renewal bundles?
They are bundles to renew Internet service subscription for existing customers through electronic channels such as mystc and without the need to visit the office. You can subscribe at any time in more than one renewal bundle at the same time.
12.
What are the billed bundles for renewal of quicknet?
They are additional bundles without automatic renewal of subscription, only once when you need more data . You can activate more than one renewal bundle at the same time.
13.
What are the internet bundles available on quicknet?
Prepaid Internet bundles paid once upon purchase, and billed bundles with monthly subscription. You can see Quicknet page to learn about the latest Internet bundles and offers.
14.
What are the recharge and activation channels available for the renewal of a quicknet bundle?
- 1. "my Services" site
- 2. mystc Application for Smart devices
- 3. Internet recharge cards page on STC website
- 4. Send * 155 * No. of recharge * ID Number # to 1500
- 5. Enter * 155 * Recharge card number * ID Number # Then press Call
15.
What is the billed quicknet bundles?
They are billed bundles with a monthly subscription and specific data balance that is automatically renewed. You can see Quicknet page to learn about the latest Internet bundles and offers.
16.
What quicknet devices are available at stc?
quicknet 4G My-Fi portable device, quicknet 4G Router supports fourth generation and at speeds of up to 112 Mbps, with a 24 month warranty from the date of delivery.
17.
Where can I buy quicknet recharge cards?
Visit one of our offices or authorised dealers to buy quicknet recharge card and activate the bundle through one of the charging and activation channels.
18.
Where can I use direct sign in to manage my account?
Through MySTC Application and "my services" site After the SIM card connects to the network, and without having to provide any financial balance.
1.
What do I need to do before travelling?
The first step that you need to do is to make sure that you have the international roaming service available; to activate and to make sure that the service is available send 1400 to 900.
2.
How can I make sure that the roaming service is available in the country I intend to travel to, and how can I know the roaming prices there?
Roaming services in any country you would like to visit and the operators' roaming prices are available on the company main website or send the country name to 900; also you can call the customer service on 900 directly or use 00966114555555, and the Saudi communication company pays for the charges of this call.
3.
What are the roaming bundles for calls available for postpaid customers?
1- Roaming bundle in UAE
2-roaming bundle in Bahrain
3- roaming bundle in Qatar
4-roaming bundle in Kuwait
4.
What bundles for receiving calls during roaming are available for the postpaid customers?
1- A bundle for receiving calls during vacation.
2- A bundle for receiving calls for scholarship countries
5.
How can I know the international roaming prices?
1- On the company main website,
2- through mystc application,
3- by sending the country name to 900.
6.
What is the best way to access the internet while roaming?
You can use the Internet bundles from stc which are available in more than 50 countries worldwide; to know the available bundles please send 6300 or the word "roaming" to 900, or you can use the internet service through the cell phone via operators that offer this service, taking into consideration the consumption considering the fact that some of these operators charge high prices for internet roaming. As a suggestion you can, when internet usage is much needed, use the local WiFi networks if they are available in the country you are present in and pay the charge directly to the service provider in the same country; or you can subscribe to the internet bundles provided by stc.
7.
Is the free 5 MB data during roaming just for the blackberry service or for roaming internet service as well?
The free 5 MB is only for the blackberry service and it is enough for chatting (blackberry (BB) messenger).
8.
Is the free 5 MB data enough for blackberry clients during roaming?
It depends on your consumption; in some cases if the consumption is high the 5 Mb is exceeded. We recommend subscribing to the international internet roaming bundles by stc.
9.
Is 10 MB as data enough for the iphone during roaming?
It depends on your consumption; in some cases if the consumption is high the 10 MB is exceeded. We recommend subscribing to the international internet roaming bundles by stc.
10.
What is the best way to minimize internet consumption for those using smart phones outside Saudi Arabia?
Subscribing to one of the international roaming internet bundles provided by stc.
11.
Will I be charged for using the Internet on a network that is not included in the Internet offer, in case I'm subscribed to a roaming Internet bundle?
Yes, you will be charged the main price according to the price of the network and the country. Therefore, we recommend setting the device on manual to select preferred network to avoid such cases. You can learn about the preferred network in a country by sending 6350 to 900 or via the website of the Saudi communication company or the mystc application.
12.
If while using the Internet I subscribed to a roaming Internet bundle, can I continue browsing the Internet for free?
If you subscribed to the bundle make sure you sever the Internet connection completely and start a new connection as the deduction will commence when a new Internet connection is made after properly subscribing to the bundle.
13.
Do the roaming Internet bundles for postpaid customers include a blackberry chatting service?
Yes, but you have to make sure that you are subscribed to the main blackberry service.
14.
In the "comfortable sim" service during roaming, do all the numbers work or just the main one?
There has to be a roaming service for the main number, and while roaming calls and messages can be received on all numbers but you cannot make a call except through the main number. Other numbers can be activated during roaming in the same way when you are on the Saudi communcation network and according to the support of the main operator of the activation code, knowing that the value of using roaming for all numbers will be billed on the main number.
15.
How can I make a call during roaming?
Remember that you have to add the code of the country that you want to contact even if you are calling directly from the address list. For example, to call a cell phone in Saudi Arabia from any other country, you have to call 009665XX XX XXXX, and if you want to call a local number in the country that you are currently visiting, normally the operator comapny in the host country connects the phone call directly.
16.
How is the bill for making and receiving calls sent to me?
When you use your cell phone while roaming, the operator company will keep a record of your calls (to settle with the Saudi communcation company), and then they send these records to the Saudi communication company which in turn adds the charges of these calls to your bill, and all charges will appear in Saudi Riyal where the Saudi communcation company automatically converts the foreign charges for you, knowing that the process of your files coming from the operator can take days.
17.
Are the points for qitaf program calculated during roaming?
Yes.
18.
Is the discount for the friends and family bundle applied during roaming?
The discount for the friends and family bundle is not applied during roaming and the operator in the country you are visiting will charge all calls according to their fare published on the company website.
19.
Are the open mobile Internet bundles and the tv bundles offers active during roaming?
The open mobile internet bundle and the tv bundles offers are not active during roaming. These bundles are only applied inside the Saudi communication network, and during roaming they are priced by the operator at the country of visit using GPRS roaming according to the pricing of the operator mentioned on the company website.
20.
Is the credit limit applied during international roaming?
Details of the roamer's phone calls coming from the international operator can be delayed, which means that the credit limit can be exceeded during roaming because of that delay. You can raise the credit limit temporarily by calling the cutomer care center on 900 or the international line on 00966114555555.
21.
In multiple sim service, during roaming, do all the sims work or just the main one?
All the multiple sims work while making phone calls, but receiving calls is only through the main sim. You can activate the other sims during roaming in the same way when you are on the Saudi communication network.
22.
Are the quicknet bundle and the tv bundles offers active during roaming?
quicknet bundle and tv bundles offers are not active during roaming. These bundles are only applied in the Saudi communication network, and while roaming they are priced by the operator in the country which you are visiting using GPRS roaming according to the operator's pricing mentioned on the company website. You can subscribe to the Internet roaming bundles by stc and benefit from large discounts.
23.
How can I acquire the secondary pin number when I enter the wrong one?
You can acquire the pin number, called (PUK1), on Khadamaty website or using mystc application.
24.
Am I charged any charges when switching between operators during international roaming?
No money is charged when switching between operators.
25.
Am I charged when I call the customer service center on 900 or 00966114555555 from the postpaid cell phone during international roaming?
The client is not charged any money when calling 900 or 00966114555555.
26.
Do you deduct from the prepaid (SAWA) credit for calling the customer service center on 900 or 00966114555555 during international roaming?
The client is not charged any money when calling 900 or 00966114555555.
27.
Am I charged for diverting calls during international roaming?
The client who diverted their number to incoming roaming calls will be charged.
28.
When two roaming clients in the same country call one another, is it charged as a local phone call in that country or is it charged as one to Saudi Arabia?
It will be charged as a call to Saudi Arabia for the client who made the call; as for the agent who received the call, he will be charged call receiving charges on the network of the operator of that country. To know more about prices please vist the company main website.
29.
What is the best way to make internal phone calls in the same country during roaming?
You can make calls using your cell phone without needing to enter the country key, and the cost of the call is as that of making a local phone call according to the country and operator whose network is being used for the phone call. To know more about prices please visit the company main website or send the country name to 900 or use mystc application.
30.
Are there any networks who charge for the calls even if the other side does not answer?
Yes, there are some networks that charge the value of using their network by the minute even if the other side does not answer; for example, networks in the US do so.
There are suggestions to save during roaming by sending SMSs instead of making calls, and the cost for receiving SMSs when you are abroad is free. Also, receiving calls during roaming is often cheaper than making them.
31.
How can I subscribe to any of the call receiving bundles during roaming for the postpaid clients?
For call receiving bundles for vacations send 6328 to 900 or call 900. For call receiving bundles for scholarship countries send 4141 to 900 or call 900, taking into consideration that you have to make sure of the support of the country you intend to visit and of the time at which the service is available.
32.
How can I unsubscribe from any of the call receiving bundles during roaming for postpaid customers?
For call receiving bundles for vacations send 6329 to 900 or call 900. For call receiving bundles for scholarship countries send 4149 to 900 or call 900.
33.
How can I know the time at which the call receiving bundles service for vacations would be available to postpaid clients?
Clients can check the schedules available on the roaming page on the company main website to know the included countries and the time of availability of the service.
34.
How can I know the time at which the call receiving bundles service for scholarship counries would be available to postpaid clients?
Clients can check the schedules available on the roaming page on the company main website to know the included countries and the time of availability of the service.
35.
What are the available roaming Internet bundles for postpaid customers?
Daily, weekly, and monthly.
36.
How can I subscribe to any of the roaming Internet bundles for postpaid customers?
For daily bundle send 2220 to 900. For weekly bundle 2220 to 900. For monthly bundle send 2220 to 900.
37.
How can I enquire about using any of the roaming Internet bundles for postpaid clients?
For daily bundle send 2220 to 900. For weekly bundle 2220 to 900. For monthly bundle send 2220 to 900.
38.
How can I know the list of countries and operators of roaming Internet bundles for postpaid customers?
By sending 6350 to 900 or by sending the country name to 900.
39.
If I lose my cell phone while travelling, how can I get an alternative sim?
You can get alternative sims by one of the following ways: calling 00966114555555 knowing that the call is for free if you call from an stc number or communicating with the customer service center for international roaming clients via ics@stc.com.sa with attaching a passport or ID copy and showing the request for an alternative sim and a clear address and a phone or cell phone number in the country you are available in.
40.
How can I subscribe to any of the roaming bundles for calls and messages for postpaid clients?
For UAE roaming bundles, valid for a week, send 6444 to 900 (value of the bundle is 400 Riyals). For UAE roaming bundle, valid for 3 days, send 6445 to 900 (value of the bundle is 200 Riyals). For Bahrain roaming bundle, valid for a week, send 6443 to 900 (value of the bundle is 400 Riyals). For Qatar roaming bundle, valid for a week, send 6442 to 900 (value of the bundle is 400 Riyals). For Kuwait roaming bundle, valid for a week, send 6441 to 900 (value of the bundle is 400 Riyals).
41.
Can I subscribe to more than one bundle throughout the month?
Yes, you can subscribe to more than one bundle throughout the month and you can subscribe to the same bundle more than once during the same month.
