FAQs

Here you will find frequently asked questions (FAQs) and answers for basic troubleshooting.

If your question is not answered here, you can also contact customer care 24 hours a day, 7 days a week for more specific inquiries. Or visit our customer care center and our team will help you out.

What is wi-tribe?

Answer: wi-tribe is a focused and reliable broadband service provider that aims to create value for broadband in emerging markets by simplifying technology and offering services that will enrich the lives of its customers.

What is wi-tribe offering?

Answer: wi-tribe provides broadband service in 4 major cities of Pakistan.

In which cities are wi-tribe’s services available in Pakistan?

Answer: wi-tribe’s services are currently being offered in Islamabad, Rawalpindi, Lahore and Karachi with plans to expand to other cities in the future.

If I am having trouble with my connection, who should I contact?

Answer: In case there is any problem in accessing wi-tribe’s broadband service, please email us on customercare@wi-tribe.pk, talk to our agent with our ‘Live Chat’ feature, Live Chat operation timings “10 AM to 10 PM Mon through Sat”, Use our sms complaint service “Just type WTC and send it to 9143” or call our Contact Center on 111-187-423.

What gives wi-tribe an edge over its competitors?

Answer: Our network has been specifically designed to provide high speed broadband, enabling wi-tribe to provide unparalleled service quality and coverage; keeping us one step ahead of competition and our latest technology of LTE-A 4.5G Speeds Packages makes us better then everyone as we are first in South Asia who have this technology.

What do Mbps and Kbps mean?
Answer: Mbps and Kbps determine your internet throughput/download speed. More specifically, Mbps and Kbps stand for megabits per second and kilobits per second respectively.
If I only use the Internet for browsing, what speed do I need?
Answer: For browsing, a relatively lower speed will serve the purpose. However, with high resolution pictures, videos and applications, a higher speed will give you a better internet experience.
With wi-tribe, can I play online games?
Answer: Yes, you can also play online games using wi-tribe’s high speed broadband service.
What type of devices is wi-tribe offering?
Answer: For indoor connectivity, we are currently offering wi-tribe’s Desktop Modem, Wi-Fi Modem and Pocket Modem.
How can I secure my Wi-Fi network?

Answer: In order to secure your Wi-Fi network, simply download your device’s user manual, which will guide you through the process. Simply click to select your device from the following list: LTE-A CAT4 |Motrola | Gemtek | Zyxel | Tenda W268R | Tenda N3 | MT-Link | Tenda N150

Can I take my CPE to other cities?

Answer: Yes, you can use your wi-tribe device in all cities of coverage across Pakistan. Please call us at 111-187-423 or visit your nearest care center along with your device for provisioning.

Can I use my current WiMAX CPE for wi-tribe connection?
Answer: In order to use wi-tribe’s service, you will be required to use wi-tribe’s provided devices. No other WiMAX CPE will be operational on the wi-tribe network.
Do I need to install any drivers for wi-tribe’s Desktop/Wi-Fi Modem/Pocket Modem?
Answer: All desktop and Wi-Fi devices provided by wi-tribe are completely plug’n play. No software installation or configuration is required at your end. However, the Pocket Modem requires Microsoft Service Pack 3 for use in windows XP.
What is the minimum requirement for a PC/laptop to use wi-tribe service?
Answer: For desktop & Wi-Fi modems, you only require a LAN Card/Network card in your system in order to use our service
If I need to upgrade/downgrade my package, what do I need to do?

Answer:

3G Packages

Package upgrade/downgrade can be done once a month. In case of upgrade, the difference in your security deposit will be charged, payable in advance or added to your current month’s bill. In case of package downgrade, there will be no charge and no refund will be given.

LTE-A 4.5G Packages

Package upgrade/downgrade can be done once a month. In case of upgrade, the differential amount of both the Packages needs to be payable in advance. In case of package downgrade, a fixed charge of PKR.500/- (nonrefundable) will be applied which also needs to be paid in advance.

You can call our contact center on 111-187 423 or email us at customercare@wi-tribe.pk to upgrade/downgrade your service.

How can I change my device?
Answer: Device change is allowed once a month. You can change your device by paying an amount of Rs.500. The new device will be activated on the customer account and the package will be changed accordingly.
How can I freeze my wi-tribe account?

Answer: You can get your wi-tribe 3G services frozen for a minimum duration of 30 days (twice a service year) and a maximum duration of 60 days (once a service year). You will have to pay a fixed charge of Rs.100 per request for freezing your account (payable in advance or added to current month’s invoice). After the freezing period is over, the account will be activated automatically. You will have to clear all outstanding dues in order to freeze your account.

This option is however not available in wi-tribe`s LTE-A 4.5 service

How will I know that my maximum volume limit has been reached?

Answer: For volume limited packages, e-mail and SMS alerts are sent on consumption of 50%, 75%, 90% and 100% of volume. For details on your account consumption, please log on to my wi-tribe.

How can I pay my wi-tribe bill?

Answer: You can pay your bill through the following modes:

 

  • Cash: Payable at all Customer Care Centers
  • Cheque: Payable to “wi-tribe Pakistan Limited”
  • Credit/Debit Card
  • wi-tribe Scratch cards: Through my.wi-tribe or SMS 9143 facility
  • Easypaisa: At any easypaisa outlet in our cities of operation
  • Drop box facility: Available at all Care Centers
  • Home collection: You can call our helpline at 111-187-423 to request a home collection.
  • Payment through Banks: You can pay your wi-tribe bill at various branches of Standard Chartered, KASB Bank, Bank Islami and Samba Bank. Click here for a list of all supported banks.
  • Nadra e-Sahulat: At any Nadra e-Sahuat outlet in our cities of operation.
  • UBL Omni: At any UBL Omni Dukaan outlet in our cities of operation
  • Timepey: You can pay your bill by visiting your nearest Timepey shop.
Which add-ons does wi-tribe offer at the moment?

Answer: wi-tribe offers various add-ons to enhance your internet experience. Please visit here for details.

How can I purchase an add-on?
Answer: wi-tribe add-ons can be purchased by:

 

  1. logging into my wi-tribe (credit purchase*)
  2. calling our Contact Centre at 111-187-423 (credit purchase*)
  3. visiting a wi-tribe Customer Care Centre (advance cash payment)
  4. talking to our agent with the ‘Live Chat’ feature
  5. sending an SMS to 9143 in the following formats: 2GB(space)(Customer ID) or 5GB(space)(Customer ID)

*A credit purchase can only be made once a month, and has a maximum credit limit of Rs.300 only

My bill was less in Qubee than the one you sent me?

Billing will remain the same.

I had the connection of 4Mbps, why is it 2Mbps?

After successful migration all customers will be assigned the same package as was in Qubee.

If we want to close the account, from where we can get the security deposit?

If the account has been migrated to wi-tribe network account will be closed and security can be refunded (if applicable) by wi-tribe care center.

Can we swap with LTE?

Not in the migration phase.

What are the packages for Qubee customers?

 

Package

Speed

Quota(GB)

MLR(Rs.)

BRM Package Name

AW_BE_512_10GB

512Kbps

10

550

Postpaid – Qubee AW_BE_512_10GB

QW_1024_10GB

1MB

10

850

Postpaid – Qubee QW_1024_10GB

1Mbps_Explore_10

1MB

20

600.88

Postpaid – Qubee 1Mbps_Explore_10

1Mbps_Explore_10B

1MB

20

600.88

XXT_1MB_Max

1MB

40

500

Postpaid – Qubee XXT_1MB_Max

1Mbps_Explore_20

1MB

40

999

Postpaid – Qubee 1Mbps_Explore_20

QW_BE_1024_20GB

1MB

40

1000

Postpaid – Qubee QW_BE_1024_20GB

1pt5_x_XXT_1MB_Max

1MB

60

625

Postpaid – Qubee 1pt5_x_XXT_1MB_Max

Q3Y15EULS

1MB

60

800

Postpaid – Qubee Q3Y15EULS

2_x_XXT_1MB_Max

1MB

80

750

Postpaid – Qubee 2_x_XXT_1MB_Max

1Mbps_Explore_Max_PNJB

1MB

80

1086

Postpaid – Qubee 1Mbps_Explore_Max_PNJB

1Mbps_Explore_Max

1MB

100

1299

Postpaid – Qubee 1Mbps_Explore_Max

AW_BE_1024_UL_1

1MB

500

650

Postpaid – Qubee AW_BE_1024_UL_1

XT_1MB_Max_W

1MB

500

750

Postpaid – Qubee XT_1MB_Max_W

QW15_BE_1024_UL

1MB

500

1295

Postpaid – Qubee QW15_BE_1024_UL

1Mbps_Explore_MaxB

1MB

500

1299

Postpaid – Qubee 1Mbps_Explore_MaxB

ReconPromo_850_EMax

1.2MB

40

850

Postpaid – Qubee ReconPromo_850_EMax

ReconPromo_900_EMax

1.2MB

40

900

Postpaid – Qubee ReconPromo_900_EMax

Q1Y15V20

1.5MB

40

1100

Postpaid – Qubee Q1Y15V20

QW_BE_1536_20GB

1.5MB

40

1100

Postpaid – Qubee QW_BE_1536_20GB

Reconpromo_1000_C20_PNJB

2MB

15

833

Postpaid – Qubee Reconpromo_1000_C20_PNJB

Conquer30_P

2MB

30

643

Postpaid – Qubee Conquer30_P

Conquer30X

2MB

30

776.32

Postpaid – Qubee Conquer30X

Conquer 30 B

2MB

30

776.32

Q2Y14_C70_SHUTTLE_P_PNJB

2MB

55

833

Postpaid – Qubee Q2Y14_C70_SHUTTLE_P_PNJB

Conquer60

2MB

60

1199

Postpaid – Qubee Conquer60

Conquer60 B

2MB

60

1200

Postpaid – Qubee Conquer60 B

XXT_2MB_Max

2MB

70

750

Postpaid – Qubee XXT_2MB_Max

XT_2MB_Max

2MB

70

1000

Postpaid – Qubee XT_2MB_Max

YouTube_Unlimited

2MB

100

1299

Postpaid – Qubee YouTube_Unlimited

ConquerMax

2MB

100

1399

Postpaid – Qubee ConquerMax

Conquer_MaxA

2MB

100

1399

1pt5_x_XXT_2MB

2MB

105

937.5

Postpaid – Qubee 1pt5_x_XXT_2MB

1pt5_x_C70_SHUTTLE_P

2MB

105

1250

Postpaid – Qubee 1pt5_x_C70_SHUTTLE_P

2_x_XXT_2MB

2MB

140

1125

Postpaid – Qubee 2_x_XXT_2MB

ConquerMAX_150GB

2MB

150

1000

Postpaid – Qubee ConquerMAX_150GB

2Mbps_Conquer_Max

2MB

150

1499

Postpaid – Qubee 2Mbps_Conquer_Max

QW_2048_UL_S

2MB

500

1000

Postpaid – Qubee QW_2048_UL_S

XT_2MB_Max_W

2MB

500

1000

3Mbps_Invade_10

3MB

20

951.75

Postpaid – Qubee 3Mbps_Invade_10

3Mbps_Invade_10A

3MB

20

951.75

3Mbps_Invade_20

3MB

40

1399

Postpaid – Qubee 3Mbps_Invade_20

QW_3072_20GB

3MB

40

1400

Postpaid – Qubee QW_3072_20GB

XXT_3MB_Max

3MB

70

1000

Postpaid – Qubee XXT_3MB_Max

XT_3MB_Max

3MB

100

1250

Postpaid – Qubee XT_3MB_Max

3Mbps_Invade_Max_PNJB

3MB

120

1426

Postpaid – Qubee 3Mbps_Invade_Max_PNJB

Invade_Max

3MB

150

1499

Postpaid – Qubee Invade_Max

3Mbps_Invade_Max

3MB

200

1699

Postpaid – Qubee 3Mbps_Invade_Max

2_X_IMAX

3MB

300

2548.5

Postpaid – Qubee 2_X_IMAX

XT_3MB_Max_W

3MB

500

1250

Postpaid – Qubee XT_3MB_Max_W

Reconpromo_1500_IMAX_W

3MB

500

1500

Postpaid – Qubee Reconpromo_1500_IMAX_W

3Mbps_Invade_MaxB

3MB

500

1699

Postpaid – Qubee 3Mbps_Invade_MaxB

Q3Y14_SULS_4MB

4MB

100

1500

Postpaid – Qubee Q3Y14_SULS_4MB

4Mbps_Supreme_Max_PNJB

4MB

160

1680

Postpaid – Qubee 4Mbps_Supreme_Max_PNJB

SMAX_PRO

4MB

200

2377

Postpaid – Qubee SMAX_PRO

4Mbps_Supreme_Max

4MB

250

1999

Postpaid – Qubee 4Mbps_Supreme_Max

1pt5_X_SMAX

4MB

300

2498.75

Postpaid – Qubee 1pt5_X_SMAX

2_X_SMAX

4MB

400

2998.5

Postpaid – Qubee 2_X_SMAX

4Mbps_Supreme_MaxB

4MB

500

1999

Postpaid – Qubee 4Mbps_Supreme_MaxB

What If customer cannot use Wi-max services due to coverage issue after device replacement. Can we shift such customers to LTE Swapping?

No, for now we cannot shift them for LTE-A swapping.

If customer usage details of previous month is ambiguous . How we can check such customers usage details of previous month?

Same as for wi-tribe customers, wizard.

How can we pay our bill to wi-tribe?

All bank branches of Meezan, Dubai Islamic, Silk , Finca, apna bank and all 1Link ATMs, internet banking, wi-tribe service centers and authorized distributors, wi-tribe scratch cards and NADRA Kiosk.

IS Wi-tribe & Qubee Merged?

No, wi-tribe has only acquired Qubee customers.

We are receiving messages from Qubee to pay 200 or 500 to activate the account what to do?

After migration to wi-tribe network only offers given by wi-tribe will be applicable.

Qubee device signals gone & slow browsing to whom I complain wi-tribe or Qubee?

If the account has been migrated to wi-tribe network complaint should be submitted to wi-tribe.

Can I get new wi-tribe connection?

For now in the migration phase we are not allowing additional connections.

What about package charges as they were different in Qubee?

Packages along with MLR and volume will remain the same as in Qubee.

I have to replace my device with wi-tribe device or not?

Not necessarily, Qubee devices will work on wi-tribe network after some required changes however if required wi-tribe team will inform you.

How and form where I can get Addons?

Same way as for wi-tribe customers.

From where to replace qubee faulty device?

After migration devices could be replaced from wi-tribe care centers.

I had offer that pay this bill to get wifi device for now I have desktop device?

After migration to wi-tribe network only offers given by wi-tribe will be applicable.

I was using Qubee shuttle device I need same wi-tribe shuttle device what to do?

Please visit nearest wi-tribe care center.

I am in Qubee Coverage area but not in wi-tribe coverage area what to do now?

We will install ODU to give services to them if still then services are not available then we will close the account.

From where I get Qubee tax challans for last year?

Please contact Qubee customer care touch points.

I have not received any communication from Qubee about merger with wi-tribe?

Migration activity is taking place in phases and customers are being informed in parts accordingly.

My bill was paid in advance to Qubee what to do now?

Advance balances have been carried forward to wi-tribe network as well.

My bill was paid in advance to Qubee for 4mbps package and you are giving me 2 mbps package what to do now?

After successful migration all customers will be assigned the same package as was in Qubee.

To whom we have to pay our bill now wi-tribe or Qubee?

After migration to wi-tribe network bills should be paid to wi-tribe.