Coverage:
What areas are covered under 3G+ Network?
At launch we will cover Muscat and Sohar mainly. There will be limited coverage in Sur, Salalah, and Nizwa. Click here to check the most updated coverage maps.

What should I do in case of low coverage?
Place your Modem / Router / 3G handset device near the window or use an external antenna for data.

How do I determine the direction of the nearest 3G+ site whilst using an external antenna to improve the coverage?
You will have to rotate the antenna to determine the nearest site direction. Signal strength is the best indicator. You can see the signal strength with 5 bars on the right hand top corner of your handset and right hand bottom corner of your modem start up screen.

Modem:
What should I do with the modem that I am using to access Nawras Internet?
E220: If you own an E220 modem you can use the modem to access 3G+ network.
T Modem: If you are using T Modem you cannot use it to access 3G+ network, but you can continue to use the modem on our EDGE network.
PCMCIA card: If you own a PCMCIA card, you cannot use that to access 3G+ network, but you can continue to use the modem on our EDGE network.

Network:
Will I be charged for being on 3G+ network?
No there is no extra cost for the customer. 3G is a network technology and you will be charged only for using 3G+ service (i.e. Video Telephony or Nawras Internet)

Can I be subscribed to 3G+ and use 2.5G network?
Yes, by default all customers can use the 3G+ if they have 3G+ coverage, and anyone can use only 2.5G even if they have 3G+ coverage; by choosing the GSM mode only.

I do not want to be on 3G+ network and I don't want to use any of the 3G+ services?
By default you can access the 3G+ network, but if you wish not want to use the 3G+ services, you can switch your mobile to GSM mode only or simply do not make a Video Call or use Info Browsing.

What happens if I move from an area with no 3G+ coverage to 3G+ coverage?
If the mobile phone is set on dual mode, the mobile will automatically switch to 3G+, and vice versa.

Will I have dropped video calls when I move from 3G+ to 2.75G (EDGE) coverage?
Yes, our 2.75G network does not support Video Calling. If you have dropped calls for normal voice calls, make sure your phone is set to Automatic (Network) and / or Dual Mode.

Video Calling:
Can I make a Video Call to anyone and anywhere in Oman?
To make a Video Call both parties have to be Nawras customers with 3G enabled mobile handsets and have to be in a 3G+ coverage area.

What can cause poor video quality?
Rapid handset movement
Poor 3G+ coverage

What should I do in case of video quality?
Use hand free device to avoid camera movement and speaker phone related noise.
Seek a better coverage area – call Customer Care on 1506 from your Nawras handset.

Can I receive an International Video Call?
At this point in time this service is not available.

Roaming:
What if someone is an inbound roamer and they have a 3G enabled device, will they be able to use 3G+ network?
At this point in time we do not offer 3G+ for inbound roamers except countries that are our 3G+ roaming partners (Kuwait and Spain).
Customers can continue to data roam in Oman if they subscribe to our EDGE data roaming partners.

Can I use 3G+ whilst I am roaming for Video calls and Broadband Internet?
You cannot make or receive a Video Call at this point of time.
You can access Broadband Internet in the following countries while roaming:
Kuwait: Watanya Telecom
Price: 8.1 Bz per KB
Spain: Telefonica
Price: 3.5 Bz per KB
More countries will follow; click here to check for updates using the Nawras Roaming Navigator tool.

SIM & Settings:
Why does my mobile handset battery drain faster with 3G+?
Video calling and Broadband Internet consume more battery power than normal voice and data services.

How come Nawras is not using USIM for 3G+?
Our existing SIMs are 3G+ enabled, in order to avoid inconvenience of replacing the current SIM with USIM we allow customers to keep the same SIMs.

How do I get my 3G+ OTA setting?
All Nawras customers are automatically activated with 3G+ on the network. To enjoy the high-speed Internet service, use your current internet settings. If you don’t have these settings then simply send a blank SMS to “1501” and save the settings.

What if I buy 3G Antenna along with Modem and connection and l am still not able to get 3G+ signal, will I be able to return the Antenna and Modem?
Yes, within 10 days of purchase by declaring the original receipt. After 10 days we will not entertain any return request.

What is the policy and charges for antenna installation?
The customer will be charged RO 10 for every on-site visit with the SLA of 24 hours (Muscat Region only) from Saturday to Wednesday. For other regions, the SLA will vary from 3 to 5 working days.

Broadband Internet and Speed:
What should I do in case of slow Internet speed?
Place the modem near the window or using external antenna.

What should I do in case of data and speed monitoring?
Please visit www.download.com and search for Internet speed monitor program.

My Broadband Internet speed is varying a lot between fast and relatively slow. Why?
This can happen due to any of the following reasons:
• 3G+ coverage
• Modem device

I have a 3G enabled phone, but I am still not able to use 3G+ services. Why?
Check 3G+ network status
Check handset software status at website for your mobile handset supplier

What is the average download and upload speed for Broadband Internet?
Download speed up to 1 Mbit/s
Upload speed 384 kb/s

Tariffs & Pricing:
How can I upgrade from Silver to Gold Plan and will there be any charges?
There is no extra charge when you upgrade from Silver to Gold or downgrade from Gold to Silver although you will be billed on prorated basis for your new service. You will have to visit a Nawras Store for upgrades / downgrades.

Will I be able to get Silver or Gold Plan by simply activating the Postpaid line using my National ID?
There is no deposit required for Silver or Gold Plan; simply present your National ID. For Silver there is a RO 50 credit limit and for Gold there is a credit limit of RO 100.

As per the Business Rules:
Customer Can only activate one Post Paid account using the I.D card with Credit Limit 30. This means that customer will not be able to apply to neither Silver nor Gold Plan. The customer will need to increase the Credit Limit to at least OMR 50 in order to qualify for the Silver Plan & to at least OMR 100 in order to qualify for the Gold Plan. In order to change (Increase) the Credit Limit, the customer must:

1. Provide a Salary Certificate (Given that the customer is not blacklisted), or

2. Provide a Credit Card authorization (Given that the customer is not blacklisted), or

3. Pay a deposit of OMR 50 to have CL 50 or OMR 100 to have CL 100.

If the customer is blacklisted, then the only way to increase the Credit Limit is by paying a deposit.

When do I pay Silver or Gold Plan subscription charges?
In the first month, activation and plan charges are billed on the first invoice along with advance charges for the coming month. Thereafter, customers are billed monthly in advance in the normal way.

When I purchase any Modem or Device will I be given any special offer?
At this point in time we do not have offer for devices.

Can anyone get Broadband Internet or any other 3G+ services?
Yes, these services are available for anyone in Oman, but Nawras reserves the right to refuse any application.

I am an existing Nawras Internet customer. How and when will I be migrated to the new 3G+ rate plans?
All Nawras customers will be migrated to the 3G+ rate plan by 1 January 2008.