Shatel Services

ADSL

1) What is ADSL2+ service?

ADSL stands for Asymmetric Digital Subscriber Line. These services are offered at speeds ranging from 128Kbps to 16384kbps. Using this technology, customers can connect to the Internet on their telephone line by means of an ADSL2+ modem. Users of this service use a shared bandwidth.

2) What are the advantages of ADSL2+?

Internet access with a maximum speed 3 times as fast as the maximum speed in an ADSL service and with a higher coverage
Provision of services to subscribers located at further distances from telecommunication centers
Lower error rate in preventing disturbances to telephone conversations
Lower cost compared to wireless or mobile internet
More stability in climate and geographical changes compared to wireless services

3) What are the requirements for receiving ADSL2+?

- Shatel service is set up at the telecommunication center or the tower blocks and apartment complexes in question. Shatel is active at the desired telecommunication center and the required facilities are provided.
- Sighning Shatel DSL High Speed Internet services Terms & Conditions and the Persian DSL service Execution Agreement forms
- Copper phone line

For Natural Subscribers:

- Confirming service request forms along with Terms of Use of DSL services
- Image of the subscriber’s national ID card

For legal entities:

Economic Code, National Identity and Registration Number
Signing and sealing service request forms along with Terms of Use of DSL services
Image of the representative’s
national ID card

4) What lines can ADSL2+ service be provided on?

Currently, the provision of high-speed services is limited to lines that are made of copper wires throughout the route from the telecommunication center to the user’s location. It is not possible to offer ADSL2+ service if subscriber’s phone line is PCM (Pulse-code modulation), optical fiber (ONU) or Remote. Accordingly, to use this service, having a copper telephone line is essential. It should be noted that by installing special equipment at the site, Shatel Company has been able to provide the services for buildings whose lines are not suitable for ADSL2+ services, provided that a considerable number of residents of which need the access to the Internet.

Fiber lines::Telecommunication centers are using optical fibers in densely populated areas to provide telephone lines to their subscribers. The most common example is the new towers, where telecommunication center installs a low-power telecommunication switch near or inside the tower, and connects it to the main switch of the center by means of an optical fiber. In this case, telephone lines enjoy high quality, but since the provision of ADSL2+ services require a “copper wired” connection from company’s PAP equipment to the subscriber’s location, it is impossible to provide ADSL2+ services if there is optical fiber on the route. Remote centers are similar to optical fibers too, with the difference that the telecommunication center usually selects a local space and creates a small MDF there, and telephone numbers are transmitted by optical fibers from the main center to this location.

PCM lines:

If the telecommunication center does not have enough capacity to allocate one pair of wires from the telecommunication center to each user, a pair of wires will be pulled up to a place (for example, to an alley or a tower) and a PCM BOX will be placed on the line, so that a large number of lines can be split from this single line and each user can be given a split line. It means that the number of telephone lines in the MDF hall is then multiplexed on a pair of wires, and on the other side it is de-multiplexed and the split lines will be delivered to the subscribers. So, the line cannot support data and voice calls simultaneously. Therefore, you cannot have ADSL2+ on this line.

5) How does Shatel provide services in residential and business buildings?

Contacting Shatel experts and holding initial meetings at the applicant’s building
Submitting a formal request by the board of directors of the building to Shatel and specifying the number of users and the number of services needed
Technical review and feasibility study of service provision by Shatel Company. At this stage, the technical experts of Shatel, while referring to the customer’s location, examine the technical feasibility of providing the service, and if service provision is possible and if the number of users equals the required number, the process will proceed with signing a contract.
Signing the contract and installation of equipment. At this stage, Shatel concludes a general contract with the board of directors to allocate a space to the required equipment, and then installs the equipment. The building is firstly connected to Shatel high-speed internet masts by radio antennas and wireless radios, and after the installation of telecommunication equipment, it is possible to provide the service to each unit individually on their telephone lines.

6) What are the most important advantages of using these services in residential and business buildings?

Providing the service independent of existence of the facilities in telecommunication center
Providing the service free of telecommunication platforms including optical fiber lines
Provision of Internet service at speeds above 16Mbps (if conditions let)
Launching the service in the shortest possible time through building’s MDF instead of local telecommunication center’s MDF
Shortening the service provision process because of deleting the telecommunication-related process (such as preparing the line, etc.)
Launching the service with no need to go through telecommunication center bureaucratic process (such as sending line owner’s documents, etc.)
Benefiting from special support services
Benefiting from VIP privileges in addressing potential problems
Assigning special equipment to the building
Achieving superior service quality due to shorter connection paths
In-person and on the phone support 24/7/365

Fair Services

1) What are Fair services?

Shatel Fair services include services with speeds of 512Kbps to 16Mbps. Each of these services has an FUP that can be used on domestic or international internet searches. The subscriber in each service can use twice as much domestic allowance as international allowance. For example, if the FUP of your service is 25GB, you will have as much as 12.5GB of internet allowance if you allocate all of it to international usage. How the allowance is used depends on the user’s needs. Users may want to allocate all 25GB of the allowance to domestic internet usage. At the end of each month, a new period starts.

2) Can FairSilver and FairLightBronze services use night time internet packages?

Yes. Based on Shatel incentive policies, users can enjoy free internet usage from 1 to 8 in the morning by purchasing night time internet packages for 15,000 Tomans per month. The guaranteed internet allowance for this package is 10GB on international websites and 20GB on Iranian websites. Services with which the night time package is purchased are called FG and services that do not have this package are called NFG.

3) What is meant by Fair Internet services with gold, silver and bronze services?

FairGold services are services that are considered different from other services due to the special features they have to provide to users. These features are currently offered only by Shatel company and on FairGold services. One of the most important features of these services is the 99.9% SLA according to the Approval No.177-2 of Communication Regulatory Authority. Furthermore, the SLA for FairSilver services is 99%, and it is 98% for FairBronze Services according to the mentioned approval.In addition to 24-hour and automated customer support (ACS) that FairGold, FairSilver and FairBronze services benefit from, Shatel FairGold services will also benefit from priority at the call center, free on-site support (three times a year), free modem configuration (twice a year), free shipping of documents and equipment, protection against DDoS attacks, access to Game Profile for free, and automatic Firmware Update.Shatel FairSilver services will also benefit from free on-site support (twice a year), free shipping of documents and equipment, priority at the call center, protection against DDoS attacks, access to Game Profile for free, and Firmware Update. Undoubtedly, FairBronze services can also benefit from the mentioned services based on the tariffs.

4) What is DDOS protection service mentioned on the site?

In Silver services, subscriber’s system is protected against DDOS cyber-attacks by Shatel, which in the absence of sufficient protection, hackers may abuse the subscriber’s Internet service, and it also slows down the Internet service.

5) What is meant by Game Profile?

Silver Services have a shorter service ping suitable for online games, Voip services and video conferencing.

6) Should the SIM card be installed in the dongle by Shatel technicians?

If the dongle is provided by Shatel company, the installation will be done by Shatel installation team/ technicians, otherwise general instructions on this will be given to the user.

6) What does automatic firmware update mean?

Firmware is an interface software that the manufacturers install on modems. Modem firmware, like any other software, may have bugs or defects that are detected over time and cause disruptions in modem Internet connection or serious vulnerabilities. Fortunately, for the first time in the country, Shatel has made automatic modem software updates possible. After updating the modem, new features will be added to your modem and any technical defects identified and fixed by the modem manufacturer will be fixed and the performance of the modem will improve.

7) What is meant by priority at call center?

Shatel has provided conditions according to which all customers’ calls will be answered within the shortest possible time. However, responding to customers of silver services is given higher priority. This means that the requests of this group of customers will be answered in a separate queue and with higher priority.

8) What is ACS?

ACS (Automatic Config System) is a solution that automatically updates the subscriber’s modem. Fortunately, Shatel is the first Iranian company to use ACS to automatically config the subscriber’s modem and automatically troubleshoot technical problems. You can click here for more information.

9) How many on-site support sessions are available to FairSilver subscribers?

Two free on-site support sessions per year.

10) How many times can a FairSilver subscriber use Shatel free courier?

Sending documents is free for subscribers of FairSilver services.

11) What is meant by FUP?

monthly restriction imposed on the transfer of data (send & receive) over a network.

12) What is meant by domestic internet usage?

Domestic internet usage is related to browsing or downloading on a large number of selected and highly visited domestic websites, which are also hosted within the country and include almost all popular domestic websites. A list of these sites is available on Shatel website.

13) What is meant by international internet usage?

International internet usage is related to browsing or downloading on international websites, which are also hosted outside of the country.

14) What is the speed of FairSilver and FairBronze services?

Each of these services is named after its speed and their speed varies from 512Kbps to 16Mbps. For example, the speed of the FairSilver 512 is 512kbps.

VDSL و FTTC

1) What is VDSL service?

VDSL stands for Very High Bit Rate DSL that Shatel provides for the residents of residential and business buildings for the first time in the country using the most advanced equipment and technology. In addition, the provision of VDSL services to subscribers of selected telecommunication centers, which have the technical requirements for receiving the service, has begun. In VDSL services, the speed of downloading and uploading data on the DSL platform can be increased by more than 10 times the ADSL method. Due to the close distance between the provider’s center and the subscribers of these services in residential and business buildings equipped with Shatel equipment, it is possible to provide the customers with a consistently high quality service.

2) What are the advantages of VDSL service?

Providing bandwidth for the services with speeds of up to 50 Mbps
Providing very high bandwidth (up to ten times more than ADSL) via telephone lines for users
Constant quality and little service fluctuation
Possible to take advantage of online services that need more bandwidth (streaming videos, audio and video calls over the Internet, etc.)
Optimal cost compared to bandwidth and quality of service, which, besides customers in business sector, allows home users to benefit from these services.

3) Is the equipment different from other services’?

The modems used for this type of service are VMG1312-B10B and VMG5301-T20A modems and are specific to this service. You can click here to check the price of modems. It should be noted that these modems can also be used on ADSL services.

4) What is FTTC service?

FTTC stands for “Fiber to The Cabinet”. In this technology, the bandwidth is provided through fiber optics to the nearest cabinet to the subscriber’s location. Shatel installs cabinets next to the telecommunication boxes, and ADSL2+ and VDSL ports are in these cabinets. The ports are routed to the boxes through the cable between Shatel cabinet and telecommunication box, where the connection is made by connecting to subscriber’s phone line.

5) What is meant by Telecommunication boxes?

Telecommunication boxes are installed by telecommunication centers and subscribers’ telephone lines are in these boxes. There are two types of telecommunication boxes:

Copper box: In this type of box, a pair of copper wires transfers the subscriber’s phone line from the telecommunication center to the box.

Optical box: In this type of box, optical fiber is used to transfer the phone lines form the telecommunication center to the box.

6) What is meant by Shatel cabinet?

Shatel cabinets are boxes that Shatel installs next to each of the telecommunication boxes, and DSLAM, which includes ADSL2+ and VDSL ports, is installed in them.

7) What are the advantages of FTTC service?

1. Higher quality due to the shorter distance
In this service, the maximum distance from telecommunication box to the subscriber’s location is 300 meters, so by reducing the distance, the speed and quality of the service will increase significantly.
2. Unparalleled speed of up to 100Mbps
If the subscriber uses VDSL service on FTTC, ideally, they can experience a speed of 100Mbps. But, if they use ADSL service, the speed can be up to about 20Mbps. This technology can solve the problem of subscribers who could not enjoy higher speeds due to the quality of their phone line.
3. Fewer fluctuation
This service is more stable compared to wireless services. Moreover, weather conditions do not negatively affect the quality of service. Due to the increase in bandwidth in VDSL services, this service can also be welcomed by businesses and companies.

8) What is the difference between FTTC and VDSL services?

FTTC service is similar to VDSL service, except that the VDSL service previously provided required a short distance from the subscriber to the telecommunication center, and most subscribers could not receive this service. With the FTTC service, it is possible to provide VDSL service to all subscribers who have a Shatel cabinet installed next to their telecommunication box.

9) What is the difference between ADSL and VDSL modems?

ADSL2+ modems support speeds of up to 24Mbps, and in ideal conditions the bandwidth will be up to 20Mbps. VDSL modems transmit data faster than ADSL modems. Currently, VMG1312-T20B modems provided by Shatel support VDSL2 technology, in which the modem supports receiving speeds of up to 200Mbps and sending speeds of up to 100Mbps. Currently, users of Shatel FTTC service will experience speeds of up to 100Mbps in ideal conditions, depending on the distance from the user’s distance from boxes. In other words, VDSL modems allow a download speed up to 10 times faster than that of ADSL modems. Also, users who often need to upload, VDSL modems allow an upload speed up to 100 times faster than that of ADSL2+ modems.

10) What is the installation process of this service? Is it possible to complete the process by instructions given on the phone?

The installation process of this service is quite similar to those of DSL services and by connecting a modem to the phone line and specific settings on the modem. It is worth mentioning that the installation can be done by instructions given on the phone and there is no need for the technicians to visit the site.

11) Is it possible to use Shatel complementary services on FTTC services?

Yes. It is possible to use all complementary services on FTTC platform.

12) What is the maximum speed of FTTC?

When using ADSL service, (in ideal conditions) the subscriber can experience a speed of about 20Mbps. Also, if users use VDSL service, the speed will increase up to about 100Mbps in ideal conditions.

13) Is it possible to benefit from night time internet packages on this service?

No. This service does not include incentive night time packages.

PTMP

1) What is PTMP service?

PTMP stands for point-to-multipoint that establishes the connection between the customer and the service provider by installing radio equipment on the roof and through radio waves.

2) What is the difference between PTMP and ADSL2+?

ADSL is the provision of Internet service on telephone lines, but PTMP provides the Internet by means of radio waves.

3) How to purchase this service?

After contacting the sales department and checking the coverage of the location, the subscriber coordinates the time for Shatel experts to install the equipment.

4) Does this service require the use of any special equipment?

Customers need the following equipment to use PTMP services:

Shatel standard Radio: A transceiver that is installed on the roof of the subscriber’s building or on the mast and provides the service through radio waves.
A standard modem or Access Point: The equipment that broadcasts the network wirelessly.

Consumables include (radio base, gas / steel clamp, Tie Wrap resistant to sunlight, standard cable, socket cover)

5) Does the installation need an expert to visit the location, and is the subscriber charged for it?

Yes, the expert should visit the location to check service provision feasibility. If the service can be provided with the best and most desirable quality, the service will be installed. In the event of a positive feasibility study, the subscriber will be charged for installation. In case of negative result, the customer will be charged for the feasibility study according to PTMP tariffs.

6) How is the technical support for PTMP services offered?

The subscriber can contact technical support department at 91000000 Ext 2 or by sending an email to cs@shatel.ir if there is a technical problem, including service disconnection or a drop in speed.

7) Will snow and rain cause any problem for the PTMP antenna?

No. If all standards are considered at the time of installation, no problem is caused.

8) What is the advantage of PTMP service?

This service is suitable for users who cannot use ADSL and ADSL2+ services, as there will be no need for a telephone line and line activation. Due to the increase in the network covered by PTMP, this service can also be welcomed by businesses and companies.

Home Phone Services

1) Under what circumstances can subscribers who are always bothered by crank calls change their telephone number?: It will be possible to change the telephone number if it is confirmed that crank calls are from 3 different numbers.
2) What should be done to address crank call issues?: By contacting the nearest Shatel office and presenting your ID card, you can raise your issue for the Shatel experts to address.
3) Is the presence of the phone line owner required to use special services?: No.
4) What is the legal age to buy a phone line?: The legal age to buy a landline is 18 years old and the presence of the buyer is required.
5) Can users make international phone calls on this service?: Yes
6) Can one phone number be used on two phone sets?: No. Each phone number can be used only on one phone set.
7) Which phone numbers can users call using this service?: Users can use home ShatelTalk and phone services for residential and business buildings to call fixed landlines within the province and other provinces, mobile operators and other; Shatel phone numbers (home or enterprise ShatelTalk and phone services for residential; and business buildings) international numbers.
8) What numbers can call Shatel phone numbers?: All intra-provincial landlines and landlines in other provinces, mobile operators and Shatel phone lines (home or enterprise ShatelTalk and phone services for residential and business buildings) can call Shatel phone lines including phone services for residential and business buildings and home phone services.

ShatelTalk Service for Residential & Business Buildings

1) What should be done to fix the phone breakdown?

Users can call 91000000 (Technical Support) to report the problem so that it can be resolved in the shortest time possible Shatel will not be liable for any damage caused by the wiring inside the building.

2) How to top-up the phone service?

After subscribing for the service, users can purchase top-up in one of the following methods:

– Through MyShatel account
– Calling 91000888 (Shatel phone payment service)
– In-person visit

This is a Pay as You Go or Prepaid service, and users can call different destinations according to the amount of credit purchased, depending on Shatel tariffs.
The user can also ask the sales experts to record a new balance for his account in Shatel CRM after raising their balance.

3) Is it possible to use this service without having a Shatel internet service?

Yes. It is not necessary to have a Shatel internet service to use and launch this service, only one Shatel LineCard is added to the building’s DSLAM equipment. This service is completely separate from the Data service of the builidng, and it is possible to provide both services separately through the port assigned on the DSLAM.

4) How much does the installation and activation cost?

The installation and activation costs 100,000 Rials.

5) Is it possible to provide an internet service on this line?

Yes, but it is only possible to offer Shatel internet service on this phone line.

6) Can this service be used to fax?

Yes, it is also possible.

7) What hardware is needed to use this service?

To use ShatelTalk service in residential and business buildings, a regular phone set is only needed.

8) Will the service cut off when the power goes out?

No. A UPS device is also installed beside Shatel equipment to be used in the event of a power outage.

Home Phone Service

1) How many home phone lines (license) can each user buy?

Each subscriber can buy up to 15 lines. However, if the subscriber needs more lines, in special circumstances, they can call Shatel Enterprise Solutions Dept. at 91000999, and get information about other Shatel services.

2) Is it possible to use other applications that have same features as ShatelTalk to set up and use this service?

Yes. The only problem would be with the support services. We cannot provide support in other applications, but if there is a problem with ShatelTalk application, we can easily fix it.

3) Why is it recommended to use this service instead of the regular landline service?

The main difference between this service and the regular landline system is that this service is provided over the Internet.
This service also has all the features you would expect from a regular landline phone system. In addition, more special features are included in Shatel phone service.
For instance, if someone wants to make a three-way conference call using regular landline service, they have to go through complicated procedures and it costs a lot, while Shatel phone service provides this feature by default. Just activate it dialing a USSD code.
Another advantage of this service is the convenience of offering special packages.
Security in voice transmission for whom call security is a priority, is another attractive feature of this service.It is easy to eavesdrop on a pair of wires in the regular telephone system, is easy. All you have to do is find a pair of telecommunication copper wires along the line to easily hear the sound by placing an interface device.
While this is not possible when transmitting audio over an IP platform and sound is transmitted in the form of packets, and even if someone tries to sniff these packets, they will not succeed.
This is because network packets are not routed through a single path, and each packet passes through a specific path and eventually the recipient receives them.
For this reason, it enjoys high security.

4) What are the main advantages of home phone service?

– Owning a phone number on mobile phone with no need for a SIM Card
– Using the features of landline services on mobile phone
– Possible to move the phone line inside the province and use it in Shatel network
– Choosing the desired phone number
– User friendly with access to contacts on mobile phone

5) What USSD codes can subscribers use and how does each one work?

Forward on Ring:

The subscriber can immediately, after receiving a call, transfer it to another number using this feature. The subscriber can enable this option by dialing *611n (n is the telephone number to which calls should be transferred).
To disable this option, subscriber should dial *601.

Forward on Busy:

You can use this option to assign another number to transfer incoming calls to when your line is busy. The subscriber can enable this option by dialing *612n (n is the telephone number to which calls should be transferred).

To disable this option, the subscriber should dial *602.

Forward on No Answer:

The subscriber can use this option to specify a number for the calls they do not answer to be transferred to. The subscriber can enable this option by dialing *613n (n is the telephone number to which calls should be transferred).

To disable this option, the subscriber should dial *603.

Forward on Unavailable:

The subscriber can use this option to specify another number for the incoming calls to be transferred to when the subscriber is not available for any reason. The subscriber can enable this option by dialing *614n (n is the telephone number to which calls should be transferred).
To disable this option, the subscriber should dial *604.

Forward all calls:
The subscriber can use this option to transfer all calls to another number regardless of the line being busy, no-response or not being available. The subscriber can enable this option by dialing *610n (n is the telephone number to which calls should be transferred to).
To disable this option, the subscriber should dial *600.

Note that activation of the Forward feature can be done in different modes, and if Forward feature is enabled in one mode and you want to change the mode, first disable the mode that is already enabled.

6) What numbers can a subscriber call using this service?

Using landline phone on ShatelTalk for residential and business buildings and home phone service, subscribers can call all destinations including intra-provincial and inter-provincial landlines, international numbers, mobile operators and other Shatel landlines (ShatelTalk for residential and business buildings, Home ShatelTalk and Enterprise ShatelTalk).

7) What numbers can call Shatel landline phones?

All telephone lines in the same province and in other provinces, mobile and landline numbers from other countries, mobile operators and Shatel landlines (ShatelTalk for residential and business buildings, Home ShatelTalk and Enterprise ShatelTalk) can call Shatel landlines, including ShatelTalk for residential and business buildings and Home ShatelTalk.

8) Can subscribers use a phone line purchased in a province in other provinces?

No. It is not possible.

9) Can subscribers make international calls using this service?

Yes. It is possible.

10) What is Shatel home phone service call tariff?

Call tariffs are as follows (these tariffs are 10% lower than the approved tariffs):

– Every minute of landline to landline calls within the province: 40 Rials
– Every minute of landline to landline calls between provinces: 300 Rials
– Every minute of landline calls to mobile operators: 570 Rials

11) How should subscribers top up?

Once registered, 10,000 Rials of Free credit will be added to subscriber’s account, and in addition, subscribers can purchase top-ups through:

MyShatel account
In-person

This service is offered based on Pay as You Go (Prepaid) method, and the subscriber can call different destinations according to the amount of their credit, and in accordance with Shatel tariffs.

12) What packages are available to home phone service users?

Currently, credit packages include packages of 20,000 Rials, 50,000 Rials, 100,000 Rials, 200,000 Rials and 500,000 Rials.

13) How long are the packages valid?

6 months.

14) How are subscribers informed of the call rates?

After dialing the desired destination number, the call rate per minute for that number is shown at the top of the application keypad. You can also view call tariffs on Shatel website.

15) How long do subscribers have to pay for the line after choosing a number?

The number will be reserved for the subscriber for up to 48 hours, and the order will be canceled if payment is not done in 48 hours.

16) How can subscribers top up through ShatelTalk application?

Users can go to ShatelTalk application dashboard, enter the captcha and purchase credit online.

17) How can users check call durations?

Users can view the total minutes of calls on ShatelTalk application settings in usage section.

18) How can users check credit balance?

Users can check the balance on MyShatel website or application in Customer Service, phone Services section and by selecting “increase credit”.
It is also possible to check the balance on the application (Shatel tab).

19) Is it possible to transfer the line to another person?

Yes. It is possible to submit a request and transfer the line from an ADSL subscription to another one.

20) Is it possible to disable home phone service?

No. it is not possible to disable the service, and if the user does not use the service for 6 months, it will automatically be disabled.

21) Is call forwarding free on home phone service?

Enabling this feature is free. But, when using this feature, the cost will be deducted from user’s credit based on Shatel tariffs.

22) Can one phone number be used on two phone sets?

No. Each phone number can be used only on one phone set.

23) Is it possible to use this service without having a Shatel internet service?

No. It is necessary to have a Shatel internet service to use and launch this service.

24) What hardware is needed to use this service?

To use home phone service a smart phone is only needed. Of course, an ADSL modem is needed too and user’s mobile phone should be connected to WiFi.

25) What Operating Systems can home phone service be installed on?

It is possible to install the service on Android 4.0 and after that and iOS 8.0 (iPhone, iPad, iPod touch). It is not possible to install it on Blackberry and Windows.

26) How can users activate their service?

After receiving the license and setting the password in MyShatel, users must first download and install ShatelTalk application, and then on the first page of the application enter the phone number they have purchased in ShatelTalk Username section and enter their password in the Password section and log into the application.
Then users can view the terms of use page. Users click “I Agree” to confirm the conditions and start using the service.

27) Is it possible to choose “Farsi Language” on ShatelTalk application?

Yes. For both iOS and Android versions users can choose Farsi language.

28) Where can users download ShatelTalk application from?

Users can download ShatelTalk application for Android Os from Google Play, Café Bazaar, Myket, Avval Market, and for iOS from App Store.

29) What Username and Password is used to activate the application?

Username is the same as home ShatelTalk number with the province calling code (without the 0 at the beginning) (For instance: usernames for users in Tehran begins with 21 and for users in Fars, it starts with 71. Password is the password users choose in MyShatel to activate the number.

30) How can users change Shateltalk password?

Users can visit MyShatel > Customer Services > Phone Services> increase credit and click “Change password” to change their password.

31) How much data is used to make a phone call?

Data usage is ShatelTalk services is as follows:

1) – One minute call= 600 KB

2) – 1 hour call= about 35 MB

Of course, this amount is not deducted from your allowance.

32) Does home phone service support video calls?

33) Is it possible to use home ShatelTalk service by means of an ATA device?

Using phone service by means of an ATA device is possible for customers who are already users of one of Shatel high speed internet services and want to use Shatel phone service with a new dedicated number on their ATA device. They can take advantage of all features of Shatel phone service using an ATA device and a regular telephone device.

34) Is Call Forwarding feature available along with an ATA device?

Yes, the feature is available along with an ATA device.

FMC

1) What is meant by FMC services?

FMC services are a convergence of fixed and mobile services of Shatel group of companies that are offered to meet all the communication needs of users. Shatel users can use Shatel FMC services to take advantage of a group of services including fixed and mobile internet, sending and receiving text messages and making phone calls.

Types and Features:
- FMC1 Package: This package includes a six-month subscription to ADSL2 + Internet and a fourth-generation ShatelMobile SIM card. The ADSL2 + service has a 4GB of international FUP per month and an unlimited domestic FUP. The SIM Card is also offered with a 3GB of data (500MB per month) and 12,000 minutes of free intra-network calls (2,000 minutes per month) and 12,000 free text messages within the network (2,000 text messages per month). This service does not include night time internet package, but users can add it to their service by paying 10,000 Tomans per month.
- FMC2 Package: This package includes a six-month subscription to ADSL2 + Internet and a fourth-generation ShatelMobile SIM card. The ADSL2 + service has an 8GB of international FUP per month and an unlimited domestic FUP. The SIM Card is also offered with a 9GB of data (1.5GB per month) and 12,000 minutes of free intra-network calls (2,000 minutes per month) and 12,000 free text messages within the network (2,000 text messages per month). This service does not include night time internet package, but users can add it to their service by paying 10,000 Tomans per month.
- FMC3 Package: This package includes a six-month subscription to ADSL2 + Internet and a fourth-generation ShatelMobile SIM card. The ADSL2 + service has a 12GB of international FUP per month and an unlimited domestic FUP. The SIM Card is also offered with a 18GB of data (3GB per month) and 12,000 minutes of free intra-network calls (2,000 minutes per month) and 12,000 free text messages within the network (2,000 text messages per month). This service does not include night time internet package, but users can add it to their service by paying 10,000 Tomans per month.

2) Is it possible to change the service to FMC service?

Yes, you can contact Shatel headquarters or agent offices across the country to switch to FMC services.

3) Is the SIM card provided in this service a Data SIM card?

No, this SIM card is a prepaid type of SIM Card with packages that include calls, SMS and internet. In addition to using the SIM card on the dongle, you can also use other devices, such as mobile phones, 3G/4G modems and Wi-Fi modems.

4) Is FMC service available in my city?

To benefit from this service, your city needs to be one of the areas covered by ShatelMobile service. Click here for information on the areas covered.

5) How can internet usage on FMC service be checked?

In order to better manage user accounts, it is possible for users to send and follow all requests related to the SIM card (such as checking data usage, buying data packages, top ups and others) through ShatelMobile user panel. To follow requests related to ADSL2 + service (such as checking the internet usage, buying internet packages, etc.) visit MyShatel user panel.

6) Should the SIM card be installed in the dongle by Shatel technicians?

If the dongle is provided by Shatel company, the installation will be done by Shatel installation team/ technicians, otherwise general instructions on this will be given to the user.

7) Can I choose my mobile phone number?

Upon delivery of the FMC service, and subscriber’s request, it is possible to select a number from the list of available numbers. In the future, it will also be possible for the subscriber to choose the number of his choice on online sales.

8) 8) Is the SIM card delivered to the subscriber by courier usable?

No. The SIM card package delivered to the subscriber does not have a number. The number is activated on the SIM card when the ADSL2+ service is activated.

9) How can ADSL2+ service be renewed and how can SIM card be topped up?

These two services are reset simultaneously and then the new period allowance is applied to it.

10) Will the extra internet package purchased for the ADSL2+ service expire in the new service period?

No. Extra allowance (including gift packages, purchased packages, etc.) will not expire with the reset of the period. They will be transferred to the next period.

11) Which department should users contact if there is a problem with the SIM card?

After activating the SIM card, if you need any help, you should contact ShatelMobile Support team at 09981000000 (ext. 2) or 91000000 (ext. 4).

12) What documents are required to apply for FMC service?

Signing DSL service agreement
Signing FMC service agreement
Signing ShatelMobile agreement
Image or copy of the national ID card of the contract holder (presence of the contract holder is required)

13) What equipment is needed to use the SIM card as a backup for FMC service?

Dongle with 3G / 4G / LTE support
ShatelMobile SIM Card
ADSL modem with USB dongle support

Note:It is also possible to connect the dongle directly to the computer.

14) What should be done if the mobile data of FMC service ends?

In FMC service, as the service is activated, at the beginning of each month (31 days in the first half of the year, 30 days in the second half of the year and 29 days in Esfand) 500 MB of data, 5000 minutes of intra-network phone calls and 5000 intra-network text messages will be offered to subscribers. But FMC subscribers can dial *7# on their ShatelMobile line or visit https://my.shatelmobile.ir to purchase data packages they need. Please note that if new packages are not purchased and the subscriber’s balance is positive, data usage will be calculated according to the tariffs.

15) Will the monthly allowance of FMC service be removed in case of purchasing a new ShatelMobile data package?

No, there is no concept of service change in ShatelMobile data packages and subscribers will be able to purchase several data packages simultaneously. So, if you have an active FMC plan and the monthly allowance allocated to you is ending, you can buy a daily, weekly, etc. data package based on your usage, and at the end of the one-month period, 500MB of data will be again allocated to you.

Note that it is not possible to purchase ShatelMobile initial plan packages on FMC service.