FAQ

1.1 What Is TelkomONE?

TelkomONE is a new free- and subscription-based, South African, tv, video and audio streaming service, offering you a choice of great local shows, compelling international programs, popular television channels and a huge selection of music to enjoy across any screen, anytime, anywhere.


Whether you’re into music, comedy, series, reality TV, short films or drama, there’s something for you. We’ve created this platform to support local content creators and bring fresh, local entertainment to your screens – big or small.


Choose to watch free content or subscribe to AMP; enjoy the ability to catch up, rewind, download, create playlists or hop across devices and select from day, week, weekend or monthly subscription options. All this is possible and more, to suit you!


1.2 Who Can Use TelkomONE?

Anyone in South Africa with an Internet connection can visit www.telkomone.tv , browse the content catalogues, subscribe, and watch a variety of on-the-house content. TelkomONE has two content offerings FREE and AMP. Users are required to register for free to view any of the on-the-house content (FREE), or subscribe to our AMP package to access a selection of music, tv shows and short films that you can enjoy on your mobile, or device of your choice.


Telkom customers are allocated a portion of free streaming data when subscribing to the AMP package. To receive this benefit, register with your Telkom mobile number.


1.3 What Subscriptions Or Packages Are Available On TelkomONE?

AMP is a fast-growing, carefully curated catalogue of diverse local and international content - a mix including music, series, comedy, documentaries, podcasts, short films, TV Channels and music channels, with a variety of subscription periods and payment options to suit your interests and budget. Choose to pay with Telkom Airtime, Telkom Post-Paid, vouchers, cash, e-wallet, debit card or credit card.


Subscribing to AMP also means you have access to catch up shows across all TV channels on TelkomONE – a unique AMP benefit. From R7 per day, subscriptions also include bundled data, the ability to go back and watch programs from up to seven days before (time-shift), plus NPVR (recording) in the Cloud, up to 3 linked devices and dual stream concurrency.


AMP Subscription Options:


Amp Daily: R7 a day with 90MB Telkom streaming data.


Amp Weekend: R17 with 360MB Telkom streaming data.


Amp Weekly: R19 with 720MB Telkom streaming data.


Amp Monthly: R49 with 1800MB Telkom streaming data.


For Telkom customers, the data is optimised for mobile viewing, giving you much more viewing time than normal data. (Refer to data calculation in section 5.5). Non-Telkom customers will pay the same amount to subscribe to any of our AMP packages, but won’t be allocated data to stream.


1.4 How Does TelkomONE Work?

TelkomONE is simple and straightforward to use. Accessible on Android and iOS mobile devices and over all major browsers, all you need is an Internet connection to have hours of entertainment at your fingertips.


Browse the catalogue, select your package or title, sign up and start watching. It's as simple as that! Prefer to watch on your mobile whilst on the go, standing in a queue, waiting for an appointment or lying on the beach? No problem, visit the iOS App store or Android Google Play store, download the TelkomONE app and you are good to go.


Note


You are required to register before you can view the free content.


1.5 What Are The Special Features Of TelkomONE?

  • At TelkomONE we aim, to start, to serve two markets, both with a strong local flavour:
    • Our FREE offering includes a large selection of freely accessible, family-oriented, local TV channels and programs, with a range of international news and faith channels.
    • Our subscription package, AMP, focuses on the digital native youth market by providing access to a fast-growing catalogue of mobile-friendly local and international entertainment - a mix that includes music, series, comedy, documentaries, podcasts, short films, TV channels and audio music channels.
  • TelkomONE is filled with local content from both established creators and fresh talent.
  • An extensive music collection, and technology that allows you to create your own playlist
  • Catch Up: All your favourite TV programs available on demand, to watch as and when you wish
  • Time Shift, which allows you to go backwards in the program guide to watch content you may have missed.
  • Ability to download, record and store content in the cloud to watch later.
  • Playlisting: Keep track of what you have seen or create a playlist with your own selection of must watch titles for quick and easy access.
  • Adaptive Bitrate Technology, designed to automatically detect your connection speed and device and push through the highest quality content profile that your connection can accommodate, ensuring the highest quality streaming for your specific context.
  • Three linked devices and two concurrent streams for AMP.
  • "Follow Me" technology, which allows you to begin watching on one device and automatically picks up where you left off on another.
  • A large variety of free content so you can experience the service with no commitment.
  • Four subscription periods and payment options, bundled with streaming data, to suit each viewer’s needs and budget.
  • A mix of TV channels, Audio music channels, Radio channels and Videos on demand.

1.6 What Can I Watch Using TelkomONE?

You can register (for free) to watch the FREE live tv & radio channels and a selection of popular local programs, or subscribe from R7 per day to our AMP package, designed for the youth (and the young at heart!) and access, on top of all that is available in the FREE section, additional TV channels, all catch up titles across TelkomONE channels, a mix of video content available on demand (series, comedy, lifestyle, documentaries, stand-up, reality TV and a large range of music) and over 30 audio channels to stream continuous music to suit your every mood.

2.1 How To Get Started?

  • Launch the Web portal www.telkomone.tv.
  • Register via a browser (PC, Mac and iOS Users) on the TelkomONE website or via the Android TelkomONE App.
  • During the sign-up process, you will create a username and password for yourself. You will then be able to use this username (mobile number) and password to log in any time you want. You will be able to use the same username (mobile number) and password for all devices, no matter which device you used to sign up.
  • Once you have registered, you will receive our welcome SMS to the cell phone number provided during registration advising you about how you can add Monate to your screens and all the exciting new releases on TelkomONE.
  • You can use the TelkomONE application on a variety of devices to view your content. Select and download the TelkomONE application for your device. See the instructions below for iOS and Android devices.
  • Once the app is downloaded onto your device, you can browse our catalogue, sign up and start streaming!
  • iOS device users who wish to register and subscribe to a package will need to first register or subscribe on the TelkomONE website. The package will then be available to view on your iOS device.
  • Android users can subscribe directly through the TelkomONE app available in the Google Play Store.

2.1.1 For PCs And Macs:

All browsing and transactions can take place on the TelkomONE Web portal at www.telkomone.tv using your favourite Web browser.


2.1.2 For iPhone And iPad:

Start the Apple App Store application on your device. Locate or find the TelkomONE application in the store and download it.

NOTE: All iOS app Subscription and Rental transactions must be done through the website first at www.telkomone.tv before launching the iOS app.


Once your AMP subscription purchase has been successfully concluded on the website, you will be able to log into your TelkomONE App to start streaming.


2.1.3 For Android Phones And Tablets:

Access Google Play Store on your device. Find the TelkomONE Application in the store and download it. You can then start browsing, watch our on-the-house content or subscribe to your preferred AMP package on the TelkomONE Application immediately. All subscription packages can be purchased directly in the TelkomONE Android Application.


3.1 TelkomONE Subscription Packages

TelkomONE subscriptions include daily, weekend, weekly and monthly package options, giving you access to great entertainment in a way that suits YOU.


  • The AMP daily package is valid for 24 hours from purchase.
  • AMP weekend provides access from Friday 12 Midday to Sunday 12 midnight. If you purchase the subscription on any day before Friday, it will only be active from the time stipulated.
  • Weekly is valid for 7 days from date of purchase.
  • AMP monthly package is valid for 30 days from date of purchase.
  • All subscription options are recurring until a customer elects to opt out (See section 3.1.2 for the opt out process).

  • 3.1.1 Access While Roaming


    TelkomONE is not available for use while roaming/outside of South Africa.


    3.1.2 Recurring Subscriptions


    A recurring subscription refers to an automated ongoing payment. Your subscription is automatically renewed, providing you with continuous access to the service. Subscription renewals will take effect as follows:

  • Daily: The Recurring process will do an auto renew an hour before the subscription ends for the user.
  • Weekly: The recurring process will do an auto renew process a day before the subscription ends for the user.
  • Monthly: The recurring process will do an auto renew process a day before the subscription ends for the user
  • Weekend: The recurring process will do an auto renew process a day before the subscription ends for the user and viewing will be allowed for the next weekend starting on 00:00 Friday.
  • All AMP subscription packages will be recurring by default from the point of activation. You can select to opt out of your recurring subscription anytime


    3.1.3 Payment Options Available


    Users can pay for the available AMP packages using their Prepaid Airtime, Voucher, Credit Card, Wallet and Add to Bill (Contract customers)


    3.1.4 Data Usage For The TelkomONE Bundle


    The users will be able to use their allocated data balances for content viewing based on the AMP package purchased. Once this data allocation is depleted, users will be able to purchase additional TelkomONE top-up bundles to continue accessing content/streaming. Telkom FreeMe subscribers are reminded that the streaming data allocated to their subscription will be utilised first. Should users deplete their FreeMe streaming data allocation the next available data bundles (top up and subscription data, personal data) will be used. If the users do not have any of the above data bundles, continued access will be charged from their airtime balance where applicable.


    3.2 What Do I Pay For TelkomONE?


    AMP Subscription Options:

    • AMP Daily: R7 a day + 90MB Telkom streaming data.
    • AMP Weekend: R17 with 360MB Telkom streaming data.
    • AMP Weekly: R19 with 720MB Telkom streaming data.
    • Amp Monthly: R49 with 1800MB Telkom streaming data.
    • Please see our Subscribe for all AMP Package options and costs.

    4.1 Video On Demand (VOD)

    Video On Demand (VOD) adds a whole new dimension to visual entertainment - it's all on your terms! Much like the local video store of old, VOD provides one-stop access to a selection of entertainment, but your VOD store is online and always within reach. It provides you with new ways to access old and new shows, and it's personalised - you get to choose what you watch and when, how you want to pay, how much you want to pay and from what device you prefer to watch.


    How Fresh Is VOD Content?


    Globally, all content is subject to rights restrictions. Standard global "windowing" practice means content lifecycles vary dependent on which networks, streaming services or channels have bought rights to that piece of content, for and whether exclusively or non-exclusively. New seasons of your favourite show may therefore be on pay TV while the older seasons are available on VOD services. The exception to this is if a VOD service produces its own original content or buys exclusive rights to a show, in which case it will run the latest season on its VOD service.


    4.2 Internet TV


    Internet TV allows you to access TV channels over the Internet. This means with TelkomONE, you can access content over the Internet and watch on the go on your mobile device, PC or Android TV Box.


    5.1 What Devices Are Supported By TelkomONE?

    • What Devices Are Supported By TelkomONE?

      PCs, Macs, Android smartphones, iOS smartphones, tablets, Google Chromecast.


    • Browsers And OS Versions Supported

    • Windows 8.1 and higher versions are supported
    • Google Chrome, Firefox, Microsoft Edge and Internet Explorer 10 do not require any plug in
    • Internet Explorer 11+
    • Firefox 35+
    • Linux computers and Safari browsers are not supported
      • Mobile Phones Operating Systems
        • iPhone (iOS 7.0 and higher)
        • Android (Android 4.1 and higher)
      • Tablets
        • iPhone (iOS 7.0 and higher)
        • Android Tablets (Android 4.1 and higher)

        • Google Chromecast

          What Is Chromecast?

          Chromecast is streaming media player that plugs into your TV via HDMI. With Chromecast, you can play movies, series and live TV channels on your TV using your Android smartphone or Android tablet. Using your device of choice with Chromecast, you can control and choose what you want to play.


          How Do I Connect My Chromecast?
        • Plug your Chromecast into an HDMI port of your TV.
        • Turn on the Wi-Fi of your Android smartphone or Android tablet.
        • Set your TV to the same Wi-Fi network as your device.
        • Follow the Chromecast prompts that will appear on your TV.
        • Download the latest version of the TelkomONE App from the Playstore for your Android device.
        • When within range of your Chromecast media player device, the Cast icon (a little square on the right hand top corner) will show on your device. Simply select the movie/TV show that you would like to watch, press the Cast icon to connect Chromecast and watch!
        • To learn more on how to setup your Chromecast media player click here

        • What Do I Need To Use Chromecast On TelkomONE?

          You need to install your TelkomONE Android app, Chromecast dongle, an HDTV with a HDMI port, and a stable Wi-Fi connection. The Chromecast stick includes a USB cable for power and a power adapter. You can control the device with smartphones or tablets running on Android.


      5.2 Can I Use TelkomONE Abroad?

      TelkomONE is only available in South Africa. Due to certain content rights restrictions, we are not allowed to provide you with this service when you travel abroad.


      5.3 What Is The Video Quality Like?

      TelkomONE utilises a special streaming technology known as Adaptive Bit Rate technology that automatically adapts to your Internet connection speed and your device. The higher your Internet connection speed, the better the video quality will be. If you have a high-speed Internet connection (4Mbps and higher), you will get the best video quality. If you have a low speed Internet connection speed (1 to 2Mbps and lower), you will still be able to watch video content, but not at the best quality we provide. This also means when you are in a low connection area, you won’t be paying expensive data costs for HD quality that you ultimately can’t see.


      5.4 Do I Pay For Data When Using TelkomONE?

      Yes. Streaming requires data. See point 1.3 and 3.1.4 above, and 5.5 below. You will pay your Internet Service Provider for data use. Telkom customers get data allocation based on their AMP subscription package selected. Non-Telkom customers do not receive any data allocation. All Free channels and audio channels also require data/ internet connection to use.


      5.5 What Internet Line Speed Do I Need To Use TelkomONE?

      You will require a minimum speed of 2Mbps but we recommend a 4Mbps (or faster) line to ensure a consistent stream and a great viewing experience, especially if you have more than one user on the line or multiple devices streaming at the same time.


      TelkomONE’ s Adaptive Bit Rate technology automatically adapts to your Internet connection speeds and your device. Thanks to this technology, you will be able to use TelkomONE at broadband speeds as low as 512kbps. Of course, the higher your Internet connection speed, the better the video quality will be.


      In terms of managing your data spend, this is an average guide to assist you:

      • Overall, based on calculations, you will use an average of 900MB to 1GB of data per hour of viewing depending on your line speed - the faster the line and the higher the quality of the visuals, the more data you will use.
      • So, for example, when using a 4Mbps line, a 90-minute movie will use approximately 1,5GB data, while a 30-minute episode of a TV series will use between 400MB and 600MB. *

      * This is an approximate value that provides a rough guide to data usage. Data consumption is subject to individual line utilisation.

      5.6 Can I Use Multiple Applications At The Same Time?

      Yes, you can use multiple versions of the TelkomONE applications (iOS and Android) on different devices at the same time. However, you can only use up to a maximum of three different devices per account with two concurrent streams on AMP and a single stream for Free content.


      5.7 Can I Use The Same Application On Multiple Devices At The Same Time?

      You can use the TelkomONE application on multiple devices and you can link up to 3 different devices to a single account with two concurrent streams on AMP and a single stream for Free content.


      5.8 How Many Programs Can I Watch Concurrently On Different Devices?

      You can have two concurrent streams on AMP, meaning two people can watch the same or different programmes on one TelkomONE account, on different devices, at the same time. Free only allows for a single stream.

      6.1 Where Can I manage My Own Account And Profile Settings?

      Customers have full control of their TelkomONE account (profile) via "My Account".


      You can:


      • Edit your profile or change your password
      • View your payment history
      • Create playlist, favourites and view your recordings
      • Create or edit sub profiles
      • Unsubscribe or cancel your subscription
      • Select your own avatar
      • Manage devices (with only one device change permitted per month)
      • Manage Parental Control settings

      6.2 How Do I Get A Password?

      During the sign-up process, you will create both your username and password. You will use these to log into TelkomONE


      6.3 I Forgot My Password - What Now?

      Click on "forgot your password" on the login screen. Follow the instructions on-screen, and your username and password will be sent to you.


      7.1 I Have An Active Package, What Will Happen When I Change My Package?

      If you subscribe to a new subscription package, other than the one you already have, your old subscription package subscription will automatically expire on the anniversary of your initial subscription renewal date, whilst the additional package subscribed to will continue until its expiry or anniversary date.
      You will able to view the content of your chosen package until expiry of the subscription. You can see active package/s under My Account.


      7.2 How Do I Cancel My Subscription Package?

      On any of the TelkomONE applications, navigate to the My Account screen. If you are not signed-in, sign in. Select your current subscription and click on the UNSUBSCRIBE button. Cancellation takes effect on the anniversary date of your subscription package so you can continue viewing the content until the end of your subscription period.


      8.1 I Don't Know My Username And Password.

      You need to sign up to create a username (mobile number) and password. You will then be able to log in with the mobile number and password you created during sign up. If you forget your password, you can reset it by clicking on "forgot your password".


      8.2 I Cannot Log In.

      Please be sure that you are entering the right mobile number and password. You need to use the mobile number and password that you created during the sign-up process. If you forget your password, you can reset it by clicking on "forgot your password".


      8.3 I Forgot My Username And Password. How Can I Get It?

      Click on "forgot your password" on the login screen. Follow the instructions on the screen, and you will be sent your username and password.


      8.4 I Cannot See Any WATCH Button For Series Or Music.

      If you have subscribed to the AMP daily, weekend, weekly or monthly subscription package, the WATCH button will appear on the titles you choose to watch when the subscription payment has been successfully completed and activated. This button will not reflect if you are not subscribed to the AMP package.


      8.5 Video Is Not Playing.

      Please check your Internet connection. If you do not have an Internet connection, you will see a message notifying you that you are not currently connected.

      If you have an Internet connection but you still cannot watch the video (you either have a blank screen or a loading indicator), this means that your Internet connection is too slow or poor to watch a video. Please use an Internet connection with at least a 512Mbps speed. For best results, a connection with a minimum speed of 2Mbps should be used.


      8.6 Video Quality Is Not The Best.

      This happens when you have a slow Internet connection of 512Mbps or lower. If you are using a small screen, lower quality video might be tolerable. If you are using a big screen like laptop or Smart TV with a slow Internet connection, video quality may be poor, with lots of pixilation. The higher your Internet connection speed, the better the video quality will be.


      8.7 Video Quality Is Not Great For The First Few Seconds Of The Movie.

      TelkomONE utilises a special streaming technology called Adaptive Bit Rate technology that automatically adapts to your Internet connection speeds and your device. TelkomONE streams a lower quality stream for the first few seconds to launch the video faster. TelkomONE then starts streaming a higher quality picture which is based on your Internet connection speed.


      You may also experience degradation of quality while watching. This is because your Internet speed is changing. While you are watching a video on TelkomONE, we strongly suggest that you do not use the same Internet connection for other purposes simultaneously, such as downloads. Running other large file downloads while you are watching can seriously affect your viewing experience. Watching multiple videos at the same time on multiple devices using the same Internet connection can also affect your viewing experience.


      8.8 When I Change Channel, The Video Quality Is Not Great For The First Few Seconds!


      As per 8.7 above, TelkomONE utilises a special streaming technology called Adaptive Bit Rate technology that automatically adapts to your Internet connection speed and your device. TelkomONE streams a lower quality stream for first few seconds to launch the video faster.
      TelkomONE then starts streaming visuals at a higher quality best adapted to your current Internet connection speed.