Frequently Asked Questions
Answers to the most common questions about our internet services, billing, support, and installation.
About our services
What areas do you cover?
We provide fiber and wireless broadband in Abuja and Lagos. Satellite (VSAT) and dedicated internet are available nationwide across Nigeria.
What internet plans do you offer?
Four types: Home Flex (shared broadband for homes), Unlimited (no data caps), Data Plans (fixed allowance, high speed), and Dedicated (1:1 guaranteed bandwidth). See our homepage for details.
What is the difference between shared and dedicated internet?
Shared plans (Home Flex, Unlimited) share bandwidth with other users in your area. During peak hours, speeds may be lower. Dedicated plans give you guaranteed bandwidth — your speed is exclusively yours, 24/7.
What is Fair Use Policy (FUP)?
On Home Flex and Unlimited plans, if you download heavily for a sustained period, your speed temporarily drops to about 30% of your plan speed. This keeps the network fair. It is not a data cap — your speed resets automatically.
Do you offer enterprise services?
Yes — VSAT satellite, metro ethernet, MPLS VPN, SD-WAN, managed WiFi, network design, and more. See our enterprise page.
Are you a NigComSat partner?
Yes, Dotmac is a NigComSat Gold Partner. We resell Nigerian sovereign satellite capacity alongside international satellite vendors for Ka-band, Ku-band, and C-band VSAT services.
Getting connected
How long does installation take?
Typically 3-7 business days after your subscription is confirmed and site survey is completed. Complex installations (new fiber routes, tower installs) may take longer. We communicate timelines upfront.
What equipment do you install?
For fiber: an ONT (Optical Network Terminal) and a WiFi router. For wireless: a CPE antenna on your roof and a router. We supply and install all equipment.
Is there an installation fee?
Installation fees vary by location and service type. Contact our sales team for a quote specific to your address.
Can I keep my equipment if I cancel?
Equipment provided by Dotmac remains our property and must be returned upon service cancellation. Equipment you purchased outright is yours to keep.
Payments and billing
What payment methods do you accept?
Bank transfer, online payment via the selfcare portal, and direct office payment. Enterprise clients can arrange invoicing with payment terms.
How do I pay my bill?
Log into the selfcare portal to pay online, or see our payment channels page for bank details.
Can I upgrade or downgrade my plan?
Yes, contact our support team or visit the selfcare portal. Upgrades take effect immediately. Downgrades apply from your next billing cycle.
Do your prices include VAT?
All prices displayed on our website include 7.5% VAT unless stated otherwise.
Technical support
Do you provide 24/7 support?
Yes. Our NOC monitors the network 24/7. You can reach us via phone, WhatsApp, or the selfcare portal at any time.
My internet is down. What should I do?
Check if your ONT/router has power and green lights. Check with neighbors if they are also affected. Then contact us via WhatsApp or call +234 812 117 9536 with your name and location.
Why is my internet slow?
Possible causes: peak hour congestion (shared plans), FUP throttle (heavy downloading), WiFi interference, too many devices, or a network issue on our side. Contact support and we will diagnose.
Why do fiber repairs take so long?
Fiber damage from road construction, theft, or weather requires physical repair at the break location. Our field crews can only work during daylight for safety reasons. See our fiber repairs page for a full explanation.