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Frequently Asked Questions
Are you pressed for time and have some questions about our service offering? Simply click on the sections below to find the answers. If you do not find the answer you are looking for then please get in touch with us:
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- Liquid Telecom Learnership
- Add a Questions
What happens if I move nationally e.g. from Johannesburg to Cape Town?
How do I get service?
We will check if your area is covered before starting the application process. The application process includes a credit history check. We will also require the following from all our customers:
- Street address
- Personal details
- Employment details
- Payment details
Once your service has been set up, final documentation will be checked.
- Certified copy of your ID
- Proof of residence
- 3 Months bank statements on the bank's letterhead with your name
- Latest payslip
Check your coverage Find a solution
How do I get service?
We will check if your area is covered before starting the application process. The application process includes a credit history check. We will also require the following from all our customers:
- Street address
- Personal details
- Employment details
- Payment details
Once your service has been set up, final documentation will be checked.
- Certified copy of your ID
- Proof of residence
- 3 Months bank statements on the bank's letterhead with your name
- Latest payslip
Check your coverage Find a solution
Who is on the Board of Directors?
Neotel is an independent company that is professionally managed by our experienced board.
Meet our Team of Directors
How independent is the Neotel network?
You have a choice. Choosing us as your telco provider means you
have access to over 9000 km of a Next Generation Network that is
entirely independent.
Find out more about our world-class network
Find out more about our world-class network
Does Neotel coverage expand across all of South Africa?
Our network covers small towns and all major metropolitan cities. Our service offering will be available to 80% of the population over the next couple of years.
Check your coverage
Is the Neotel network built purely along the power lines of Eskom?
Our long distance network leverages the capabilities of both Transnet and Eskom. This means that our network is carried along the routes of power lines and railway lines across the country. We are also in the process of augmenting this network in the various metros.
Neotel's Next Generation Network
Where can I use the NeoConnect service?
Simply provide us with the address where the service will be used when you buy NeoConnect. This fixed-wireless service can be utilised anywhere in that city, (i.e. same area code) within our coverage area. We are continuously expanding our coverage. Forty main cities and towns across South Africa are now connected.
Check your coverage
How will you benefit from Neotel’s wholesale services?
Businesses large and small as well as home consumers will reap the benefits of Neotel’s excellent voice services.
- High quality international calls
- ID Caller from over 35 countries
- No echo or latency
- Fewer dropped calls
Are mobile operators suitable Neotel customers?
We provide international voice services to South African mobile operators. NeoLink and NeoLink Global are the perfect match for their local, national and international connectivity needs.
NeoLink Global
Who is Neotel?
We are South Africa’s first converged communications network operator. Our independent national service offering includes Voice, Data and Internet. The services are delivered via optical fibre or wireless access.
Get to know us
What are the NeoMail migrate instructions
NeoMail Migration Setup Instructions
Select your required instructions:
POP Mail Instructions (recommended setup type)
IMAP Instructions
Change Password Instructions
POP Mail Secure Setup Instructions
Jump to your device operating system for setup instructions:
Android Devices Apple Devices Windows Phone
Android Devices
From the Applications menu, select E-mail *This application may be named Mail on some versions of Android
1. Select Add account
2. Enter your e-mail address and password
3. Select Manual Setup
4. Select POP3 Account
5. Enter your e-mail address in the 1st field
6. Use your e-mail address as the User name for both the POP3 and SMTP server details and the below information
Type of server | Server name | Port | Encryption method |
POP3 (incoming server) | Pop.neomail.co.za | 995 | SSL |
SMTP (outgoing server) | Smtp.neomail.co.za | 587 | TLS |
9. Click Next
10. Select your Sync schedule and give the account a friendly name
11. Click Done
Apple Devices
1. From the Home screen, select Settings > Mail, Contacts, Calendars > Add Account
2. Choose Other > Add Mail Account
3. Complete the user specific details on screen
4. Select POP account type and use the below information
Type of server | Host name | User Name |
Incoming server) | Pop.neomail.co.za | e-mail address |
Outgoing server) | Smtp.neomail.co.za | e-mail address |
5. Select Save
6. From the Home screen, select Settings > Mail, Contacts, Calendars > Add Account > Advanced
7. Choose Use SSL if you have chosen the secure settings. Enter 993 as the Server Port for the Incoming Mail Server
8. Select Save
9. From the SMTP menu, tap the primary outgoing server for the account. This will be the server name assigned to your domain.
10. Choose ON for Use SSL and enter 587 for the Server Port
11. Complete setup by selecting Save
Windows Phone
1. In the App’s list, select Settings > email+account > add an account > other account
2. Select Advanced > Internet email
3. Under Account type, select POP and enter your incoming and outgoing server names. Type in the full name of the server for your e-mail provider.
Type of server | Server name | Port | Encryption method |
POP3 (incoming server) | Pop.neomail.co.za | 995 | SSL |
SMTP (outgoing server) | Smtp.neomail.co.za | 587 | TLS |
4. Select Advanced and select the boxes Require SSL for incoming mail and Require SSL for outgoing mail, then select Sign in.
IMAP Mail Setup Instructions
1. The instructions for setting up an IMAP mail protocol are:
2. On Outlook, select File > Add Account
3. Select POP or IMAP and click Next
4. Complete the fields making sure to use the registered user’s name, e-mail address and password.
5. Click Next
6. The Internet E-mail Settings dialog box will appear, ensure the following
An appropriate name for the account under the General tab
On the Outgoing Server tab select Use same settings as my incoming mail server
On the Advanced tab, select and complete the fields exactly as
Incoming server (POP3): 995 Use Defaults
Check This server requires an encrypted connection (SSL)
Outgoing server (SMTP): 587
Use the following type of encrypted connections: Auto
Click OK
7. The confirmation screen shows that all tests have completed successfully.
8. Click Close.
Changing your password for the first use
Instructions on how to change your default password to a secure unique password.
1. Go to https://go.cloudhostafrica.com
2. The following CloudPortal Service Manager Log on screen will appear
3. Enter the supplied username and password
4. The Change your password screen will appear, please select a unique and secure password
5. Uncheck Login After Changing Password box
6. Important: Change the password on your mobile devices and your web access to match your new password
I paid using a public beneficiary, why have you not received my payment?
What information should I check on my invoice?
- Confirm your VAT number has been correctly captured
- If you need a Purchase Order number, please provide this to billing.queries@neotel.co.za before the 25th of the month.
What happens when I have a change in service during the month?
You are billed from the day your service is activated, if your service is installed in the middle of the month you will be billed as follows:
- A pro rata amount from the date of activation, until the end of the 1st month of the new service.
- A reversal pro rata amount for the discontinued or old service (If it’s a replacement service)
- You will also be billed the Monthly Recurring Charge (MRC) or subscription fee for the upcoming month for the new service or product.
- A reversal of the advance charges for the discontinued or old service, if applicable
- The Non-Recurring Charge (NRC) if specified on your COF
- Invoices have a 30 day payment period, so charges raised in November in advance for December will be payable in the first week of December.
Am I only billed in the beginning of the month?
You are billed from the day your service is activated, if your service is installed in the middle of the month your invoice will include the following:
- A pro rata amount from the date of activation, until the end of the 1st month.
- You will also be billed the Monthly Recurring Charge (MRC) or subscription fee for the upcoming month.
- The Non-Recurring Charge (NRC) if any, as specified on your COF
- Invoices have a 30 day payment period, so charges raised in November in advance for December will be payable in the first week of December.
What technology will Neotel use to provide last-mile access?
Our innovative network allows for ultimate flexibility that suits your needs. Our last-mile technology portfolio includes optic fibre wireline as well as wireless access.
- Microwave for large businesses
- Point to multi-point technologies such as WiMAX
- Local-loop unbundling for customers who prefer to use their existing connections
What makes the Neotel service offering unique?
Thanks to our vast international experience, we are able to provide our customers with the most innovative and best suited service offering. Our Next Generation technology ensures that South African consumers enjoy greater flexibility and faster response times. Our competitive pricing is highly cost-effective.
Are mobile companies considered to be Neotel competitors?
How can I become a reseller / distributor of Neotel services?
Please email us on info@neotel.co.za. Kindly prepare a detailed profile, including the current products and/or services you deal in and the geographical areas you would like to deal in.
Does Neotel purchase its new equipment abroad or locally?
We are committed to complying with the recommendations of the King II report and the PFMA guidelines. The procurement policy itself is based on Good Corporate Governance Principles and is built around a hybrid process of open tendering (transactional/bid) and strategic technology partners (relationship/negotiated).
How does Neotel differentiate its service?
Our key differentiators are our use of Next Generation technology and the flexibility of our truly converged voice and high-speed data services. Our last mile initiatives also ensure that we provide consumers with access wherever they are and whenever they need it. Our product and service offerings are in line with international best practices for telecommunications and incorporate truly leading edge technologies.
Which wireless technology frequency range is used by Neotel?
The frequency range is between 800 MHz and 2500 MHz. Our radio equipment complies with the various predefined technical specifications and limits. This ensures that there is no risk of RF exposure exceeding the basic restrictions. Although no specific precautions are required while our radio equipment is being set-up in your vicinity, it would be advisable to keep a distance of around 2 feet (60 cm) from the equipment.
Do I need to take precautions if I use special medical equipment?
What is the learnership structure?
Our learnerships are structured into two phases. Learners spend the first 3-6 months learning theory at a training provider. The second phase of 6-9 months is spent at Neotel for practical training. In the past the Academy has also provided additional training such as CCNA. Learners receive a small salary while participating in the learnership.
How can I become a reseller / distributor of Liquid Telecom services?
Please email us on info@liquidtelecom.co.za. Kindly prepare a detailed profile, including the current products and/or services you deal in and the geographical areas you would like to deal in.
What is the learnership structure?
Our learnerships are structured into two phases. Learners spend the first 3-6 months learning theory at a training provider. The second phase of 6-9 months is spent at Liquid Telecom for practical training. In the past the Academy has also provided additional training such as CCNA. Learners receive a small salary while participating in the learnership.
Is the Liquid Telecom network built purely along the power lines of Eskom?
Our long distance network leverages the capabilities of both Transnet and Eskom. This means that our network is carried along the routes of power lines and railway lines across the country. We are also in the process of augmenting this network in the various metros.
Liquid Telecom's Next Generation Network
I paid using a public beneficiary, why have you not received my payment?
What technology will Liquid Telecom use to provide last-mile access?
Our innovative network allows for ultimate flexibility that suits your needs. Our last-mile technology portfolio includes optic fibre wireline as well as wireless access.
- Microwave for large businesses
- Point to multi-point technologies such as WiMAX
- Local-loop unbundling for customers who prefer to use their existing connections
What makes the Liquid Telecom service offering unique?
Thanks to our vast international experience, we are able to provide our customers with the most innovative and best suited service offering. Our Next Generation technology ensures that South African consumers enjoy greater flexibility and faster response times. Our competitive pricing is highly cost-effective.
Who is Liquid Telecom?
We are South Africa’s first converged communications network operator. Our independent national service offering includes Voice, Data and Internet. The services are delivered via optical fibre or wireless access.
Get to know us
Who is on the Board of Directors?
Liquid Telecom is an independent company that is professionally managed by our experienced board.
Meet our Team of Directors
Are mobile companies considered to be Liquid Telecom competitors?
Are mobile operators suitable Liquid Telecom customers?
We provide international voice services to South African mobile operators. NeoLink and NeoLink Global are the perfect match for their local, national and international connectivity needs.
NeoLink Global
How will you benefit from Liquid Telecom’s wholesale services?
Businesses large and small as well as home consumers will reap the benefits of Liquid Telecom’s excellent voice services.
- High quality international calls
- ID Caller from over 35 countries
- No echo or latency
- Fewer dropped calls
Does Liquid Telecom purchase its new equipment abroad or locally?
We are committed to complying with the recommendations of the King II report and the PFMA guidelines. The procurement policy itself is based on Good Corporate Governance Principles and is built around a hybrid process of open tendering (transactional/bid) and strategic technology partners (relationship/negotiated).
How does Liquid Telecom differentiate its service?
Our key differentiators are our use of Next Generation technology and the flexibility of our truly converged voice and high-speed data services. Our last mile initiatives also ensure that we provide consumers with access wherever they are and whenever they need it. Our product and service offerings are in line with international best practices for telecommunications and incorporate truly leading edge technologies.
Which wireless technology frequency range is used by Liquid Telecom?
The frequency range is between 800 MHz and 2500 MHz. Our radio equipment complies with the various predefined technical specifications and limits. This ensures that there is no risk of RF exposure exceeding the basic restrictions. Although no specific precautions are required while our radio equipment is being set-up in your vicinity, it would be advisable to keep a distance of around 2 feet (60 cm) from the equipment.
Does Liquid Telecom coverage expand across all of South Africa?
Our network covers small towns and all major metropolitan cities. Our service offering will be available to 80% of the population over the next couple of years.
Check your coverage
How independent is the Liquid Telecom network?
You have a choice. Choosing us as your telco provider means you
have access to over 9000 km of a Next Generation Network that is
entirely independent.
Find out more about our world-class network
Find out more about our world-class network
What are the NeoMail migrate instructions
NeoMail Migration Setup Instructions
Select your required instructions:
POP Mail Instructions (recommended setup type)
IMAP Instructions
Change Password Instructions
POP Mail Secure Setup Instructions
Jump to your device operating system for setup instructions:
Android Devices Apple Devices Windows Phone
Android Devices
From the Applications menu, select E-mail *This application may be named Mail on some versions of Android
1. Select Add account
2. Enter your e-mail address and password
3. Select Manual Setup
4. Select POP3 Account
5. Enter your e-mail address in the 1st field
6. Use your e-mail address as the User name for both the POP3 and SMTP server details and the below information
Type of server | Server name | Port | Encryption method |
POP3 (incoming server) | Pop.neomail.co.za | 995 | SSL |
SMTP (outgoing server) | Smtp.neomail.co.za | 587 | TLS |
9. Click Next
10. Select your Sync schedule and give the account a friendly name
11. Click Done
Apple Devices
1. From the Home screen, select Settings > Mail, Contacts, Calendars > Add Account
2. Choose Other > Add Mail Account
3. Complete the user specific details on screen
4. Select POP account type and use the below information
Type of server | Host name | User Name |
Incoming server) | Pop.neomail.co.za | e-mail address |
Outgoing server) | Smtp.neomail.co.za | e-mail address |
5. Select Save
6. From the Home screen, select Settings > Mail, Contacts, Calendars > Add Account > Advanced
7. Choose Use SSL if you have chosen the secure settings. Enter 993 as the Server Port for the Incoming Mail Server
8. Select Save
9. From the SMTP menu, tap the primary outgoing server for the account. This will be the server name assigned to your domain.
10. Choose ON for Use SSL and enter 587 for the Server Port
11. Complete setup by selecting Save
Windows Phone
1. In the App’s list, select Settings > email+account > add an account > other account
2. Select Advanced > Internet email
3. Under Account type, select POP and enter your incoming and outgoing server names. Type in the full name of the server for your e-mail provider.
Type of server | Server name | Port | Encryption method |
POP3 (incoming server) | Pop.neomail.co.za | 995 | SSL |
SMTP (outgoing server) | Smtp.neomail.co.za | 587 | TLS |
4. Select Advanced and select the boxes Require SSL for incoming mail and Require SSL for outgoing mail, then select Sign in.
IMAP Mail Setup Instructions
1. The instructions for setting up an IMAP mail protocol are:
2. On Outlook, select File > Add Account
3. Select POP or IMAP and click Next
4. Complete the fields making sure to use the registered user’s name, e-mail address and password.
5. Click Next
6. The Internet E-mail Settings dialog box will appear, ensure the following
An appropriate name for the account under the General tab
On the Outgoing Server tab select Use same settings as my incoming mail server
On the Advanced tab, select and complete the fields exactly as
Incoming server (POP3): 995 Use Defaults
Check This server requires an encrypted connection (SSL)
Outgoing server (SMTP): 587
Use the following type of encrypted connections: Auto
Click OK
7. The confirmation screen shows that all tests have completed successfully.
8. Click Close.
Changing your password for the first use
Instructions on how to change your default password to a secure unique password.
1. Go to https://go.cloudhostafrica.com
2. The following CloudPortal Service Manager Log on screen will appear
3. Enter the supplied username and password
4. The Change your password screen will appear, please select a unique and secure password
5. Uncheck Login After Changing Password box
6. Important: Change the password on your mobile devices and your web access to match your new password
What happens when I have a change in service during the month?
You are billed from the day your service is activated, if your service is installed in the middle of the month you will be billed as follows:
- A pro rata amount from the date of activation, until the end of the 1st month of the new service.
- A reversal pro rata amount for the discontinued or old service (If it’s a replacement service)
- You will also be billed the Monthly Recurring Charge (MRC) or subscription fee for the upcoming month for the new service or product.
- A reversal of the advance charges for the discontinued or old service, if applicable
- The Non-Recurring Charge (NRC) if specified on your COF
- Invoices have a 30 day payment period, so charges raised in November in advance for December will be payable in the first week of December.
What information should I check on my invoice?
- Confirm your VAT number has been correctly captured
- If you need a Purchase Order number, please provide this to billing.queries@neotel.co.za before the 25th of the month.
Am I only billed in the beginning of the month?
You are billed from the day your service is activated, if your service is installed in the middle of the month your invoice will include the following:
- A pro rata amount from the date of activation, until the end of the 1st month.
- You will also be billed the Monthly Recurring Charge (MRC) or subscription fee for the upcoming month.
- The Non-Recurring Charge (NRC) if any, as specified on your COF
- Invoices have a 30 day payment period, so charges raised in November in advance for December will be payable in the first week of December.
Where can I use the NeoConnect service?
Simply provide us with the address where the service will be used when you buy NeoConnect. This fixed-wireless service can be utilised anywhere in that city, (i.e. same area code) within our coverage area. We are continuously expanding our coverage. Forty main cities and towns across South Africa are now connected.
Check your coverage
Do I need to take precautions if I use special medical equipment?
Do you have a question that was not included in the FAQs?
Please complete your details on the link below and we will send you a response via email.
Add your Question1