FREQUENTLY ASKED

QUESTIONS

Find out more about satellite internet

Where is MorClick Satellite Internet available?

Absolutely anywhere! MorClick is fibre infrastructure, telephone line, and mobile signal tower independent. This means that our satellite offerings are available everywhere – no matter how remote your location is. Apart from your equipment installation and subscription, all you need is a clear view of the sky.

Are MorClick Satellite Internet Solutions safe and secure?

Yes. Satellite Internet is considered to be more secure than other means of connectivity. This is because intercepting the beam between the dish and the satellite is far more difficult than intercepting the signal in a physical cable.

When using satellite imagine a giant beam being sent when you click send on an email up to the satellite. The email is broken down into digital pieces that only our satellite can piece back together – keeping your confidential data more secure than terrestrial Internet!

What is MorClick's Fair Use Policy (FUP)?

MorClick is committed to ensure fair Internet access for all our satellite broadband subscribers. To ensure this, we vigilantly maintain a special Fair Use Policy to safeguard equitable balance Internet access for all subscribers.

As per your Contractual Terms & Conditions, our Fair Usage Policy covers the following:

5.14.1. The Fair Usage Policy (FUP) is our super simple way of protecting the integrity of MorClick. As with all acceptable usage policies, if you use more than a certain, predetermined “fair” amount of data (your FUP threshold) in a given timeframe, you stand to be restricted to slower speeds during peak times, in order to allow other users to access the network fairly.

5.14.2. Each line speed has its own FUP threshold.

5.14.3. The FUP is subject to change from time to time.

5.14.4. Uncapped generally mean there are no limits but you could see a reduced speed once a threshold is reached. You will find the reduced speeds that would be imposed on the Application Form

5.14.5. The uncapped price plans do not have out-of-bundle rates.

5.14.6. We reserve the right to terminate the contractual relationship with customers who regularly breach the fair usage policy for Service price plans by more than 100% on no less than 30 days prior written notice.

5.14.7. A customer cannot load a top-up bundle to restore the speed on an uncapped price plan.

Are there any limits on how much data I can download on my unlimited package?

All MorClick products include unlimited data thresholds & ensure Fair Use Policy (FUP):

Service Plan Name

First Throttle

L1

Second Throttle

L2

Third Throttle

L3

Pricing

Unlimited 20 Mbps Voice 4 24MM

200GB

7Mbps

350GB

3Mbps

400GB

512kbps

R 1 414

Unlimited 20 Mbps 24MM

200GB

7Mbps

350GB

3Mbps

400GB

512kbps

R 1 199

Unlimited 10 Mbps Voice 2 24MM

150GB

3Mbps

250GB

2Mbps

300GB

512kbps

R 1 004

Unlimited 10 Mbps 24MM

150GB

3Mbps

250GB

2Mbps

300GB

512kbps

R 949

 

Can I check how much data is being used on my contract?

Yes you can! There are three options available to you to check how much data is being used on your package:

    1. Call the MorClick call center on 010-593-0880;
    2. Email us on customercare@morclick.co.za;
    3. Log into our YahClick powered network on https://selfcare.yahclick.com/YAHS_PRT_CC_Login

Make sure that you have your Service Number (SAN) and your Equipment Serial (ESN) ready, as you will require them to log in. When inputting your ESN password, only use the numerical part of the number. For example, if your modem serial number is “BY001312345A6”, your ESN password will be “1312345”.

Is soft throttling applied to any of the uncapped packages?

To ensure fair access, soft throttling speed management is implemented on disproportionate data usage as follows:

Service Plan Name

First Throttle

L1

Second Throttle

L2

Third Throttle

L3

Pricing

Unlimited 20 Mbps Voice 4 24MM

200GB

7Mbps

350GB

3Mbps

400GB

512kbps

R 1 414

Unlimited 20 Mbps 24MM

200GB

7Mbps

350GB

3Mbps

400GB

512kbps

R 1 199

Unlimited 10 Mbps Voice 2 24MM

150GB

3Mbps

250GB

2Mbps

300GB

512kbps

R 1 004

Unlimited 10 Mbps 24MM

150GB

3Mbps

250GB

2Mbps

300GB

512kbps

R 949

 

Can I stream entertainment and work from home?

Yes, you can! MorClick Satellite Internet Solutions puts entertainment and working from home at your fingertips.

MorClick Satellite Internet Solutions are ideal for:

  • Streaming videos, music and movies;
  • Video conferencing;
  • Working from home;
  • Online shopping;
  • Online banking;
  • Holiday planning;
  • Web surfing;
  • Social Networking like Facebook, Instagram, LinkedIn, Pinterest, more!

For example, Netflix streaming requires a download speed of 1.5 Mbps for low quality, 3 Mbps for SQ quality, and 5 Mbps for HD quality, so any of MorClick’s Satellite Internet Solutions can comfortably handle any binge-watching needs!

It is also ideal for streaming music via applications like Spotify and Napster. Music giant Spotify for example only requires .096 Mbps of speed for streaming on your phone and .1670 Mbps to listen on your computer or tablet.

MorClick also delivers good video chat capability. Video chat users, according to Skype, need 1.5 Mbps download and 1.5 Mbps upload, while video calls with multiple people need 8 Mbps to download.

Does MorClick support interactive online learning?

Yes. MorClick is sufficiently fast, robust and reliable to support students to fully and successfully participate in online learning experiences; including access to online learning tools, web-based rich content (such as video), interactive digital textbooks, e-books, online assessments and student & teacher conferencing.

Are MorClick Satellite Internet Solutions able to support gaming?

Yes, “turn-based” games, such as casino games, and strategy games, such as chess, will work fine as will popular Facebook games like Candy Crush.

You will be able to download games and game updates and use the streaming video and music services offered through your gaming system. However, the majority of real-time, multi-player games played on Xbox LIVE and PlayStation will not work over any satellite Internet service, due to transmission latency.

What is transmission latency?

There is a half second delay with satellite Internet service caused by distance that data needs to travel up to the satellite and back again. Therefore, time-sensitive applications that require fractions-of-a-second user inputs (such as multi-player “twitch” games or real-time equities trading) are not supported by MorClick’s Internet Satellite Solutions.

Why choose MorClick Satellite Internet Solutions?

MorClick partners with the communities where we install, making support and service a part of the community revenue stream. This means that should you ever encounter problems – the appointed service provider is in your community and available to answer questions and provide solutions.

We are affordable. MorClick invests in our customers by providing free standard equipment infrastructure and installation*. MorClick offers different package options to suit your needs.

How does it work?

In a nutshell, MorClick’s Satellite Internet Solutions simply works as follows:

Your smart device sends a signal request through your modem to your MorClick satellite dish and then up to our orbiting satellite, which sends a signal to us. Then, we transmit the signal back to the satellite, then to your dish, your modem, and finally, your smart device. All of this happens in less than half of a second!

How do I subscribe?

MorClick partners with local businesses to help you subscribe in three easy steps:

  1. Process the order
  2. Install the standard equipment terminal, including the satellite dish and modem
  3. Activate the service
Where will you install the satellite dish?

It can be mounted on a roof, wall or via a pole mount on the ground. We cover up to a distance of 60kms!

Is the traffic classification and priority (Shaping) the same for all MorClick Plans?

Yes, the traffic classification and priority queues are the same for all MorClick Plans.

What speeds can I achieve ‘up' to’?

Our services deliver headline speeds in the following as follows:

Unlimited Packages Download Speeds Upload Speeds

Unlimited 20 Mbps

Unlimited 10 Mbps

Up to 20 Mbps

Up to 10 Mbps

Up to 3 Mbps

Up to 3 Mbps

 

Does weather affect the dish?

The aim here is to ensure that our subscribers do not notice the effect of the weather on the signal. The service is designed to cope with most weather conditions, including wind speeds of up to 100mph. During periods of extremely heavy rain or snow, the radio signals may become attenuated (reduced). There are sophisticated, automatic measures to effectively increase the power of your system to compensate for any attenuation by using Adaptive Coding & Modulation (ACM). ACM enables the system to automatically react to the effects of rain fade.

Does your service support standard VOIP?

Yes, all of our packages support standard VOIP applications like Skype, IMO etc. Latency times associated with satellite broadband may cause a short delay (~1second) between you speaking and the other person hearing.

Do I need a phone or landline to use MorClick Satellite Internet Solutions?

No, the MorClick Satellite Solutions do not require a telephone line. It is a bi-directional satellite system, independent of telephone lines.

What does Congestion mean?

When the number of people using the network simultaneously increases, the Internet speed may reduce. Think of broadband as a tunnel with traffic moving through it. The more traffic in the tunnel, the slower traffic moves. In other words, you may find that during peak periods, your download speeds are slightly less than usual. This is a universal phenomenon that is commonly referred to as congestion on the network.

Are there any minimum requirements for computers when implementing MorClick Satellite Internet Solutions?

Our satellite system can connect to any smart device; PC, MAC, or laptop provided that there is a network card installed.

Can I use wireless router?

While a wireless router can be connected to a satellite modem, connecting multiple devices to the router may cause degradation of the internet service.

Personal routers are often not compatible with the satellite modem and this also causes degradation of speed and quality, and makes technical support challenging.

For example, third party routers are often preloaded with the third party network firmware which creates integration problems.

Why does a ping give a slow response over Satellite?

A ping is not a reliable test for connectivity or speed. The reason for this is that a Satellite is based in a geostationary orbit approximately 36,000 km above the equator. Due to the distance it has to cover, it will normally take approximately 600ms.

Added to this, a ping is classified as low priority command by networks. This means that all other applications will be processed before the ping command!

As there is no acceleration applied to the ping command, this can sometimes cause increased ping times or even a ‘time out’ – making it an undependable speed test.

Can I use Morclick to stream DSTV Now?

MorClick cannot guarantee DSTV Now streaming quality due to DSTV’s caching setup. This means that you could experience buffering when streaming DSTV, based on the content you are viewing and the level of network congestion at the time of viewing.

Can you run VPN over Satellite

Running a VPN (virtual private network) over a satellite network is not an ideal configuration. The reason is that VPNs are encrypted requiring a high-bandwidth, low-latency network to function efficiently. Satellite networks have latency constraints due to the long distance satellite signals must travel.

For VPN services over satellite to work, your VPN provider needs to implement their own acceleration system. Should you wish to use VPN, please check with your VPN provider whether TCP acceleration is available before ordering our satellite service.

What is a MorClick Capped Package?

MorClick has introduced capped satellite packages to our product set for customers that prefer to carefully manage their usage and spend, by subscribing to a set quantity of gigs in bandwidth each month. Once you have used up your data, either your connection will stop until you get your allocation for your new data cycle or, you can “top-up” by buying tokens for additional bandwidth to stay connected.

Capped services enable you to monitor your usage against your budget as you can actively manage the number of gigs you want to use. The amount of used data on the connection is reset to zero at the beginning of each calendar month.

How will volume usage be calculated on the MorClick Capped Packages?

Both your downloaded and uploaded bytes count towards your volume usage.

What speeds can I achieve “up to” on a MorClick Capped Package?

All our Capped Packages deliver headline speeds as follows:

  •  20 Mbps downlink (maximum best effort as per plan)
  • 3 Mbps uplink (maximum best effort as per plan)

The speed achieved on all packages is dependent on many factors, such as:

  • The general state of network loading across the Internet
  • Speed of the servers that the websites you are visiting
  • The number of concurrent active users and their activity levels on the network

All our packages are ‘best effort’ and, every measure is in place to ensure that no users take a disproportionate share of the capacity. MorClick guarantees sufficient bandwidth to deliver the monthly Gigabyte quota.

What is Free Zone on the Capped Plans?

Free Zone is from midnight to 6 am. During this time, you have free access to data – according to the plan you are on. In other words, if you are on our Capped package 50GB plan – you will receive an additional 200GB FREE during our Free Zone – the ideal time to perform high volume work such as downloading larger files and performing those necessary data hungry updates, etc.

CAPPED PLAN FUP FREE ZONE BONUS GB BONUS TIME
50GB 256kbps 200GB Midnight to 06:00 am
75GB 256kbps 300GB Midnight to 06:00 am
100GB 256kbps 400GB Midnight to 06:00 am
200GB 512kbps 800GB Midnight to 06:00 am

 

What monthly data quotas do you offer on your capped plans?

We offer plans from 50GB to more than 200GB per month.

Click here to view our plans.

What happens if I run out of data on my Capped Package?

Simply purchase a data token to top up your service! Tokens are each valued at 10% of the data value of your package. So, if you are on the 100GB package, you can buy top-up tokens to the value of 10GBs each when required:

CAPPED PLAN FUP FREE ZONE BONUS GB BONUS TIME TOP UP TOKEN GB
50GB 256kbps 200GB Midnight to 06:00 am 5
75GB 256kbps 300GB Midnight to 06:00 am 7.5
100GB 256kbps 400GB Midnight to 06:00 am 10
200GB 512kbps 800GB Midnight to 06:00 am 20

Purchase your token by contacting our Call Centre on 010-593-0880 during the following hours:

Monday to Friday – 07:00 to 20:00
Saturdays & Sundays – 08:00 to 14:00
Public Holidays – 08:00 to 13:00

Once we have received your EFT, we will top you up – and your top-up will be loaded within 24 hours! So, if you think that you are about to run low – make sure that you top up in time so that you don’t experience any downtime. Your token is activated as soon as your package hits zero data. If you regularly exceed your quota, you may want to consider upgrading your package selection.

Can I stream Netflix, YouTube, and other such sites on my Capped Package?

Yes, you can! Just be mindful that streaming can use a lot of data – so we encourage you to monitor your usage.

Can I check my data usage on my Capped Package?

Yes. Once you become a customer, you will get customer portal access with a username and password, enabling access to your data charts which will show you how much data you have used. There are three options available to you to check how much data is being used on your package:

  1.  Call the MorClick call center on 010-593-0880;
  2. Email us on customercare@morclick.co.za;
  3. Log into our YahClick powered network on https://selfcare.yahclick.com/YAHS_PRT_CC_Login
What is the FUP on my legacy 5Mbps Unlimited Package

Please note that while our 5Mbps Unlimited Package has been discontinued, we continue to support all 5Mbps Unlimited packages already signed up.

FAIR USE POLICY

Service Plan Name

First Throttle

L1

Second Throttle

L2

Third Throttle

L3

Unlimited 5 Mbps 24MM

100GB

2Mbps

150G

1Mbps

200G

512kbps

Unlimited 5 Mbps Voice 1 24MM

100GB

2Mbps

150GB

1Mbps

200G

512kbps

 

What is a VOIP (Voice Over Internet Protocol) telephone service?

VOIP is a service that operates with a special type of phone called an IP Phone. This phone is programmed and plugged into your modem connected to your MorClick satellite service via a standard ethernet cable.

Do I need a voice channel on my satellite service for VoIP to work?

Yes, the voice channel prioritizes the call on the network to provide a clear quality call.

What is the difference between a Whatsapp call and a VoIP call?

VoIP receives preference on the network with minimal delay on the call. In addition, with VoIP, you can make calls to any destination in the world and, you are not limited to only calling other Whatsapp users.

How do I get a VOIP phone?

Select one of the VOIP phones that MorClick provides,  send your POP to the call centre, and we will provide you a pre-programmed phone and send it out to you, ready to be plugged in. Alternatively, you can buy your own VOIP phone that you will need to programme yourself.

What data connection do I need?

MorClick has special VOIP-enabled products designed in a way that does not interfere with your voice channel(s). Your current MorClick data package has a VOIP enabled option that your dealer can assist with.

Why does my streaming service buffer?

The quality of streaming entertainment services are determined by several factors:

  • The entertainment service provider’s settings e.g. DSTV settings are based on different principles to other streaming services and therefore cannot be guaranteed.
  • The entertainment service provider’s location
  • The technical capability of the devices you are using to stream
  • The demand of concurrent users using the internet
  • And lastly, the internet and satellite channels being used to stream

It is important to remember that:

  • Some streaming entertainment services such as Ultra High DefinitionVideo require a minimum of 25Mbps download speed which is outside of the 20Mbps MorClick service capability.
  • Entertainment streaming boxes often require HD – on satellite, SD or lower settings are required for a satisfactory user experience.