Mobile telephony
1. How can I activate my SIM card?Before using the mobile phone insert the SIM card and the Battery in your mobile device according to manufacturer instructions. Your account will already have credit, so you will be able to make phone calls immediately. The SIM card will be activated when the first call is made by the user or with the first SMS is sent.
2. Where and how do you call, how can you be reached and from where?As an Ipko mobile user you are able to call to all mobile and fixed networks in Kosovo and abroad. You are available for all incoming calls at your designated mobile number. You can also call when abroad by using supplementary Ipko roaming services.
3. Am I able to immediately send and receive SMS messages or do I have to configure something?You can immediately send SMS messages without having to configure anything (no need to enter the SMS Center number because everything is ready from the moment you insert your SIM card).
4. Do charging fees depend on what time of the day you use your phone?Yes, they do. Ipko GSM provides you with cheaper tariff calls during specific times of day and public holidays:
- The peak time is Monday to Friday for ALLO and FILLO from 07:00 to 21:00
- Off-peak is from Monday to Friday from 21:01 to 06:59 (and on Public Holidays);
- The peak time is Monday to Friday for TUNG from 07:00 to 19:00
- Off-peak is from Monday to Friday from 19:01 to 06:59 (and on Public Holidays
- There is a weekend charge from Saturday 00:01 to Sunday 23:59;
- Charging fees also are cheaper during Public Holidays.
5. How can I make and receive calls in Kosovo?As easy as one and two.
- One: you dial the mobile network code, for example 049 (Ipko GSM) or the area code, for example 038 (Prishtina).
- Two: Dial the number you are trying to reach.
6. How can I be reached when I am in Kosovo and when I am abroad?When in Kosovo, and people calling from Kosovo can reach you by dialing 049 XXX XXX; when you are abroad, and people calling are in Kosovo, they can reach you by dialing
049 XXX XXX
7. I want to make international calls from Kosovo. How can I do that?All you need to do is follow the simple instructions:
- Dial the exit code (00) or (+) and the code of the country you are trying to reach (for example 00355 or +355 for Albania, 00389 or +389 for Macedonia);
- Dial the area code (for example 4 for Tirana, 2 for Skopje);
- Dial the number you are trying to reach.
10. I want to switch from my current tariff plan to another. How can I do that?Simply send an SMS to number 123 with text:
- “FILLO” for activating the FILLO tariff plan;
- “TUNG” for activating the TUNG tariff plan.
- “ALLO” for activating the ALLO tariff plan;
You can also contact the Ipko Call Center at 049 700 700 or 038 700 700.
11.How can I change my language profile?Send an SMS to number 123 with text:
- “Shqip” for activating the Albanian language profile;
- “English” for activating the English language profile; and
- “Srpski” for activating the Serbian language profile.
You can also contact the Ipko Call Center at 049 700 700 or 038 700 700.
12. How long will a number in My Circle list be valid?There is no limit to how long a number on your My Circle list will last. The number you added to your My Circle list will be valid until you remove that number from your My Circle list.
13. My Ipko GSM pre-paid account is out of credit. How can I refill my credit?You can refill your credit by using:
- Physical scratch cards (options: 5€,10€,20€) available at Ipko Shops and authorized Ipko resellers by following the instructions:
- Dial the following command line:
- *123*XXXXXXXXXXXXXXXX# (XXXXXXXXXXXXXXXX stands for the 16-digit number copied from a valid Ipko scratch card);
- Press the call key and you are done.
- E-refill (top-up) available at all Ipko Shops and authorized Ipko resellers;
14. Can I transfer credit from user to user?Yes, you can, and other users can transfer credit to your account balance as well. You can transfer credits unlimited times during the day. You can transfer credit by dialing *124*[credit amount]*[049xxx xxx]# on your mobile phone. The minimum transfer amount is 1€ and maximum transfer amount is 50€. The transfer made between users will be charged 0.10€.
15. What numbers can I call when I have no credit?
- IPKO’s Customer Care Centre: 700 700 (from Ipko network- free of charge)
- Emergency call: 112 (free of charge)
- Police: 92 (free of charge)
- Firefighting: 93 (free of charge)
- Ambulance: 94 (free of charge)
16. I will not use my phone number for 2 months. Will my phone number be deactivated?No, it will not be deactivated because:
- Your number is active for 330 days from the last refill (prepaid system);
- A month after the 330 days period, a passive month follows. (Your account is frozen or “passive);
- After 360 days the number and the account is deactivated (the number goes to the recycling process, SIM card can be removed from the prepaid system)
17. I am located in a place where there is no Ipko GSM network reception. How do I check if there have been any calls during that time?You use the SMS Missed call feature from your SIM card. After your mobile phone has Ipko GSM network coverage, (if you had calls directed to you), the SMS Missed Call service will send you an SMS stating how many times that call was made, at what time, and at what date.
18. I need additional assistance on Ipko GSM pre-paid and post-paid features.IPKO’s Customer Care Centre is available to assist you on all information on Ipko mobile services:
- GSM: 700 700 (from Ipko network- free of charge)
- 049 700 700 (from other national operators – based on the rates they charge the users for the service)
- Fiks: 038 700 700
- E-mail: info@ipko.com
- Website: www.ipko.com
DUO
1. How can I connect to your network?The first step is to come to our office to sign the contract. Our offices are located at Mother Teresa Street, RTK building, 4th floor. After you have signed the contract we will set the installation date.
2. What is the validity of the card?The validity of the card is 30 days, starting from the activation day or until you use up the transfer limit completely.
3. How can I check my account status?You can check your account status in the User Area. After you enter your pin number, there is a link “your account status” where you can also see how much transfer you have used. For any other enquiries, contact our customer care department at 038 700 700, or by email info@ipko.com.
4. Where can I buy refill cards?You can buy refill cards at all Ipko’s sales points. Please check our website www.ipko.com, “Sales points”,
for information regarding the location of sales points for all the regions where DUO service is offered.
5. How can I refill my account?1. First, you have to connect to Ipko through Ipko icon.
2. Open Ipko Website www. ipko.com
3. Type in the correct Username and Password
4. Klick on the USERAREA
5. Scratch the Ipko refill card
6. Type in the number in the correct space
7. Close the window, disconnect, and reconnect again. This way, our servers accept your card number.
6. How to start games on the game serverTo use our game server, first you have to install games in your computer, and then connect to our game server. For Counter Strike, use our server in the following addresses:
cs1.ipko.net; or
cs2.ipko.net.
For other games, choose from their menu for Internet Servers, then you connect to the game servers. For other game enquiries, send us an email at info@ipko.com or call us at 038 700 700.
7. What is a transfer?Transfer indicates the amount of bits or documents, attachments, files that you transfer (download or upload) by internet. IPKO packages have a set amount of transfer that you can do.
8. Are the prices VAT inclusive?Yes, all the prices for DUO packages are VAT inclusive.
9. Can I connect 2 computers with one package?Only if you get package 4 which offeres this service (however, they can not be used at the same time). If you chose one of the other packages you have to get two packages because you have to be registered as a different user.
10. Will I have to install the games by myself on my computer?Yes, you will have to install the games by yourself. It is a relatively simple process, but Ipko doesn't maintain client's computers.
11. Is the modem free?No, the modem is a property of IPKO. After the termination of the contract, the modem has to be returned to IPKO.
12. Is DUO package available only in Prishtina or in other cities as well?At the moment DUO is available in some areas of Prishtina, city of Peja, Gjilan, Ferizaj, Podujeva, Prizren, Mitrovica and Gjakova. Please refer to our DUO maps to find out if DUO is offered in your neighborhood.
INTERNET
1. How long does it take to install the Internet?We will complete the installation 48 hours after you have signed the contract. For Duo package, it may take a little bit longer.
2. Pse kam probleme gjatë lidhjes në internet?There are some reasons you may not be able to successfully log in to our system. For example you might have typed your username or password incorrectly. Your connection may also be affected if the network cable is not connected. We may also be having problems with our network. We do monitor our system and will address any system outages as quickly as possible.
3. Why is my connection slower at some times and faster at others?If your Internet connection has slowed down, or your speed varies from time to time, you should consider the following: Some times of day are higher-traffic periods when many people are online. The more people using the Internet, the slower your speed will be. It is also possible that you downloaded a program which may be conflicting with your Internet connection.
4. Who do I contact for technical support?Technical support is provided by Ipko’s Customer Care Department. If you are having trouble getting connected or need assistance with initial setup please contact us at 038 700 700 or send us an email at info@ipko.com
5. What is a Firewall and what is its use?Firewall is a hardware device or software application for securing access to computer services from unauthorized activities. A Firewall is mainly used for analysis and authentification of legitimate traffic, and prevention of illegitimate traffic on computer network resources. It’s function lies between private and public network of an organization, where all required limitation are made depending on organizational needs
6. What is a Domain Name?A Domain name is an organization’s unique name on the Internet. A name that is chosen by an organization combined with the TLD (Top Level Domain .com, .org, .net) makes up the Internet Domain Name.
7. What is Web Hosting?Hosting of one or more web sites within a publicly or privately accessed server is called Web Hosting. Web pages of an organization can be hosted within one or more Ipko Net servers, where space for files, Internet access, power, physical security and other services will be provided by Ipko.
Organizations can also have their own co-located or dedicated servers, for their advanced hosting and custom application requirements.
