A: Once you sign-up with us, you will receive our Terms & Conditions of Internet Use where you will find a detail account of our service guarantee. For big businesses, we provide a Service Level Agreement.
What identification documents do I need for signing-up?
A: For individual/personal account, you need to present a valid ID and / or passport plus proof of residential address. For organization/business, please bring copies of registration documents and VAT certificate
Where is the Online Office?
A:
Here are our office locations:
Phnom Pehn Head Office 60 Monivong Boulevard, Phnom Penh, Cambodia Tel: (855) 081 72 72 72 (855) 023 72 72 72 Fax: (855) 023 72 77 77 Mail: sales@online.com.khThis e-mail address is being protected from spambots, you need JavaScript enabled to view it
Siem Reap Office #8-9, Modul 2 village, Svay Dungkum Commune, Siem Reap Tel: (855) 063 96 72 72 Fax: (855) 063 96 71 11 Mail: sales@online.com.khThis e-mail address is being protected from spambots, you need JavaScript enabled to view it
Sihanoukville Office Group 01, Village 04, Sangkat 04, Mittapheap district, Sihanouk Ville Tel: (855) 034 93 54 44 Fax: (855) 034 93 54 44 Mail: sales@online.com.kh
How long does it take to sign-up for an account?
A: Once you have filled out your application form, presented the required identification documents, and paid the first month's subscription and recommended deposit, your account is created on the spot. The whole process only takes a matter of minutes. As for the installation, it generally depends on the type of connection you will use – for WiMAX, at least 3 day upon signing-up; ADSL, takes a 3 days; Fiber Optic takes also at least 3 days but it depends on your location.
If I am unsure about the quality of my phone line or compatibility of my computer or modem, can I test the service before I sign-up?
A:Certainly. Online offers a test facility which enables you to test your computer configuration, telephone line and modem before you sign-up for the service. Just ask our friendly staff for assistance.
What are the overseas rates for your OTL Card service?
A:You may click here to view all our International calling rates
What are the overseas country codes?
A:You may click here to view all the country codes
How can I check if my email is working after I have registered with Online?
A: You can easily send a test message to autoreply@online.com.kh. You will receive an auto-response to indicate that you account is activated and you are able to communicate.
My Internet is not working. What should I do?
A:
– Identify the problem displayed on the screen
– Re-start you computer, re-set your modem/WiMAX CPE and try to re-connect. If this fails, proceed to step # 3
– Call our Customer Care Center at 023 727272 or 081 727272. We operate from 7.00am to 9.00pm Mondays to Fridays and from 8.00am to 7.00pm on Saturdays and Sundays including Public Holidays
Do you offer on-call technical support or can you send technical support to my home to check and troubleshoot my connection?
A: Our technical support can definitely go to your residence to check on your connection. Please call to our Customer Care Center at 023 727272 or 081 727272 and connect to Technical Support to be able to request our support staff for the required visit. We operate from 7.00am to 9.00pm Mondays to Fridays and from 8.00am to 7.00pm on Saturdays and Sundays including Public Holidays
How do I set-up the VoIP softphone in my PC?
A:We have made it easier for you to access our Talk Online softphone.You do not need to set it up in your PC.You can now conveniently call to your favorite countries straight from our Talk Online web phone
Frequently Asked Billing and Payment Questions
Why is my account locked?
A:Your account gets locked because of overdue. For zero deposit customers, our billing system automatically locks an overdue account that has not been settled within 7 days from the date of receipt of invoice.As for default accounts, overdue accounts gets locked within 21 days from the date of receipt of invoice.
What if I am abroad or occupied and I would like to delay my payment and avoid having my account locked?
A:Depending on the case, this is considerable.You may call to Online office and may the request to our Billing Department.
How do you charge monthly service?
A:Monthly service is charged in advance
How will I be invoiced?
A: We will send invoices to you every month via electronic mail. Should you wish to have it delivered to you, you may request our Customer Service.
Where else can I pay for my Online bill?
A: Aside from our offices, you may also go to any Acleda branch nationwide and look for the Online payment counter.
Can I make payments even when overseas or in the province?
A: Online credit card payment is still being explored at the moment. But, if you are anywhere within Cambodia, you may go to any Acleda branch and ask for the Online payment counter. You may give the your Customer ID and your Invoice Number, and easily make your payment over the counter.
Can I pay using my credit card?
A: Yes, you may. We accept Visa Card at our Online office. On the other hand, credit card payments online is still being explored at the moment.
Can I pay by cheque?
A:Yes, you may; payable to Cogetel Ltd
When will I get my invoice?
A: Your monthly invoice date is the date of your account registration with Online. Please visit our office to pay within 7 days of receiving the invoice.
Frequently Asked Rates & Plans Questions
I want to know more about your Internet range plans?
A:Our Sales Advisors are ready to discuss various choices of Internet plan that will suit your requirements.You may click here for your Sales Inquiry or call 023 727272, and have the operator connect you to our Sales Department
How do I call with the OTL Card?
A:You may click here to know more about our OTL card service.We have given a step-by-step instruction on how to use your OTL card with you mobile phone, Online VoIP payphone or the Talk Online web phone straight from your PC
How much do I have to pay to avail of your Internet service?
A:It normally depends on the type of connection you will use – for WiMAX, ADSL or Fiber Optic.You will be charged a monthly fee, installation and equipment.We will give you a detailed quotation once you inquire with us
