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FAQ

About the Technology
What is 4G LTE?

4G LTE means Long Term Evolution. 4G LTE is the most modern technology for mobile data transfer which offers more effective utilization of the radio frequency spectrum and much higher internet download and upload speeds as compared to the 3G and 2G standards.


4G LTE services
What do I need to receive 4G LTE services?

To use  4G LTE data transfer services  you need a 4G LTE-compatible   device  that  is in compliance with the end user technical interfaces listed here, as well as a 4G LTE SIM card provided by Max.

Another option is to buy a 4G LTE-compatible device from us together with a starter pack for service activation.

 


How do I know which service is suitable for me?

We are here to help you find the best plan and service.  In addition to the information on our site, you can contact us on 0999 111 or visit our stores to receive free consultation from our experts.


How can I buy 4G LTE services?

By visiting Max’s own and dealers’ stores or by making an online order. You can find a full list of our points of sale here.


What does the quality of 4G LTE service depend on?

Quality depends on the coverage zone, network load and the end device.


What are the advantages of 4G LTE services?

With 4G LTE you can download a movie in minutes. Songs will take seconds. You can share photos or video chat in real time, as well as play multiplayer games without lagging   or connection problems.


Is the speed of the offered services guaranteed?

The speed of the offered services is not guaranteed since it depends on the coverage and network load, as well as the end device with which you are using the service.


Is the traffic of the offered services limited?

Monthly traffic included in the subscription is unlimited. When the traffic limit at maximum speed is reached, data transfer is throttled down at speeds of up to 256 Kbps for download and up to 128 Kbps for upload.

 


What will my IP address be?

You will get a private IP address. This means it is not the actual address you use when surfing.


Can I get a static public IP and what are the terms?

All clients of Max, who are using a subscription service, can also subscribe to the service “static IP address”, which comes as an additional service to your main package. It is charged with a monthly subscription fee and can be requested in Max stores.


Do I need to change my device settings, in order to use a static public IP address for LTE services?

You do need to change your device settings. Here you could find a short and comprehensive instruction on how to set your static public IP address for LTE services.


4G LTЕ devices and settings
What other devices can I use?

Max 4G LTE services can be used via access devices connected to end user devices (laptops, smartphones and tablets) or with 4G LTE-compatible end devices. You can see the list of supported devices on Max site.


Will I be able to use my current telephone with 4G LTE network?

In order to verify whether you can use the service with your current phone, please contact our Customer Service Center on 0999 111 and specify the model of your device.


What should I do if the 4G LTE device is not working?

If you experience a problem, call our Customer Service Center on 0999 111 for more information.


What should I do if I lose the 4G LTE device or if it is stolen?

To prevent unauthorized access to your service you have to call our Customer Service Center on 0999 111 at any time and report the loss or theft.


What is the Access point to 4G LTE Network of Max?

apn.maxtelecom.bg


With which operating systems can I use 4G LTЕ USB modem?

Windows XP SP3, Vista, 7, 8, 8.1, Mac OS X 10.5, 10.6 and 10.7.


What is 4G LTЕ Mobile WiFi router?

Mobile WiFi router is a wireless router which can be used as a mobile WiFi hotspot. It allows you to have quick internet access anywhere within our network coverage: at home or while you are traveling with simultaneous access for up to 8 end devices. This means that while you are surfing through internet on your laptop, the other members of your family can use internet access on their phones and tablets without cables, whether you are at home or on holiday!

 


With which operating systems can I use Mobile WiFi router?

Mobile WiFi router can be connected to your computer via WiFi. It does not require installation of any additional drivers or software, therefore it can work with various operating systems.

 


How can I connect to the Mobile WiFi router via WiFi?

Turn your computer or mobile phone’s WiFi interface on. Choose the network which corresponds to your SSID (network name) from the list of WiFi networks. Press Connect button. You will also have to type in your WiFi password. You can see it on the display.


How can I enter Mobile WiFi router settings menu (web interface)?

You can enter the settings menu (web interface) at address 192.168.8.1 with username admin and password admin.


How can I change the password and the name of WiFi network of the Mobile WiFi router?

You can change the password and the name of the WiFi network in the settings menu (web interface) of the device at address 192.168.8.1 (with username admin and password admin) in the menu Settings ⇒ WLAN ⇒ WLAN Basic Settings. Enter the new name of your WiFi network in the SSID field. We recommend that you choose the WPA2-PSK network encryption method from the 802.11 authentication menu. Then enter the new password in the WPA pre-shared key box. The password must consist of at least 8 symbols. To save the changes click Apply.

 


How do I restore Mobile WiFi router default settings?

To restore the default settings of the device press and hold the Reset button until the display turns off. The button is under the lid of the device. When you complete this operation, all personal settings on the device will be deleted.


What is 4G LTE WiFi router?

4G LTE WiFi router is a wireless router with which you can create and administrate your own WiFi network. This is the perfect solution for providing internet access to all end devices at your home or in the office. WiFi router is not connected to a fixed network and is easily portable, therefore you can have fast wireless internet access anywhere within our network coverage.


With which operating systems can I use WiFi router?

WiFi router connects to your computer with a network cable or via WiFi. It does not require installation of any additional drivers or software, therefore it can work with all operating systems.


How can I connect to the WiFi router?

Turn your computer or mobilephone’s WiFi interface on. Choose the network that corresponds to your SSID (network name) from the list of WiFi networks. Press Connect button. You will also have to type in your WiFi password. It is written on a sticker at the back of the device.


How can I enter WiFi router settings menu (web interface)?

You can enter the settings menu (web interface) of the device at address 192.168.1.1 with username admin and password admin.


How do I change the password and the name of WiFi network of the WiFi router ?

You can change the password and the name of the WiFi network in the settings menu (web interface) at address 192.168.1.1 (with username admin and password admin) in the menu Settings  WLAN ⇒ WLAN Basic Settings. Enter the new name of your WiFi network in the Name (SSID) field. We recommend that you choose the WPA2-PSK network encryption method from the 802.11 authentication menu. Then enter your new password in the WPA pre-shared key box. The password must consist of at least 8 symbols. To save the changes click Apply.


How do I restore WiFi router default settings?

To restore the default settings of the device press and hold the Reset button for 3 seconds until all indicators start flashing. When you complete this operation, all personal settings on the device will be deleted.


4G LTE SIM cards
What is a SIM card?

SIM (Subscriber Identity Module) is a chip card which is placed in a device and serves for identification of the user in a mobile network.


What should I do if my SIM card malfunctions?

If you damage your card or experience other technical problems with it, please contact our  Customer Service  Center  on  0999 111.


What should I do if I lose my SIM card or if it is stolen?

To prevent unauthorized access to your service you have to immediately call our Customer Service Center on  0999 111 at any time and report the loss or theft.


How do I change / remove the PIN code of the SIM card?

You can remove or change the PIN code in the settings of the device with which you are using the SIM card.

 


What happens if I write a wrong PIN code 3 times?

In this case you have to use your SIM card’s PUK code in order to change the PIN code.


Where can I find my PUK code?

Your SIM card’s PUK is written on the plastic card that you received when you purchased 4G LTE service you are using.


Why does my device not recognize the SIM card?

Check if the card is placed correctly. If it is, please contact our Customer Service Centre on 0999 111.


Coverage
Where can I use 4G LTE services?

Anywhere within the 4G LTE network coverage zones. You can see up-to-date information on our coverage here.


Can I use 4G LTE service at different places?

Yes, you can use the services anywhere within Max 4G LTE network.


Can I use your 4G LTE service outside Bulgaria?

Max offers its 4G LTE service within the Republic of Bulgaria only.


Payment
On which date will my invoice be issued?

Max issues invoices to its customers on the first day of each month.


Where and how can I pay my invoice?

We offer various ways of the invoice payment. . Besides our store network, you can pay in cash by EasyPay and FastPay at a Cash Terminal. You can also make a non-cash desk payment with a debit/credit card on our site with ePay, at an ATM machine (bPay), iCard (iPay), Transcard and by bank transfer.


What is the period for payment of an issued invoice?

The period for payment of each invoice is 15 days from the date of its issue.


What will be included in the first issued invoice?

The first issued invoice will include a partial fee from the first day of the start of the contract until the last day of the same month plus one full monthly fee for the next accounting period (month).


When will my service be restricted, if I don’t pay my invoice?

Each issued invoice has to be paid within 15 days from the date of its issue.  In case of overdue payment or incomplete payment within this period, the service will be suspended.

 


Will I be notified when an invoice is issued?

You will receive an e-mail notification for the issued invoices every month, if you have requested an electronic invoice. If you delay the payment of an invoice, you will receive a proper notification.


What happens, if I don’t pay my invoice on time?

If the invoice has not been paid on time, the service will be suspended.  That does not waive the client’s obligation. We retain the right to assign the collection of moneys owed to third parties: credit collection agencies, including initiation of court proceedings.


Can I make a partial fee payment and have my service reinstated, if it has already been restricted due to lack of payment?

You can make a partial fee payment, but the service will be reactivated only when you pay the moneys owed  in full.


Online purchase of a product or service
How can I make an order through Max website?

Choosing a service

After you choose a specific service, click Choose button located below the service description. If you wish to add a device and/or extras to your service, make your choice from the respective lists that are displayed below the list of services and click Add. If you wish to purchase more products or services, click Choose More Services button.

 

When you are finished with your service selection, click Subscribe and Pay button. This will add the services chosen by you to your cart together with all devices and/or extras, if any.

 

Device selection

When you choose a specific device, pick the subscription plan with which you wish to purchase it in the Offers tab. You can buy the device without a subscription plan, if you pick  Price Without Subscription option. After that  click  Buy Online button. Your screen will display extras you may add to your subscription and device. If you wish to add an extra, pick it with the Choose button and click Pay Device and Services button. If you do not wish to add an extra, simply close the window. The devices, subscription plan and optional extras you chose will be added to the cart.

 

Completing an order

When the devices, services and/or extras you chose are in the cart, click Buy button. The screen will display a data entry form. It includes all data required for processing your order.

If you are registered on the site, click Pay through my profile. If you have made previous online purchases from our site, your data will be saved in the form. You can edit it, if necessary. After choosing the method of payment click Buy button.

 

If you are not registered on our site or you do not wish to log in, click I don’t have a registration / I don’t wish to log in. Enter your data in the form, choose the method of payment and click Buy button.

 

To use and shop from Max online store, you must place a mark in the I agree with the Terms of Use field in which you can read and accept the terms.

 

If you wish, you can register on our site when you are placing your order in order to gain access to data about the services used by you.  You can do this by placing a mark in   I wish to register in the site field.

 

You can choose between several methods of payment by clicking on the respective button. The final price is VAT inclusive.

If you have any questions regarding purchases through our website, you can call 0999 111 or contact us at e-shop@maxtelecom.bg .

 

 

Contract

When Max receives your order, an employee of the Customer Service department will contact you to specify the delivery details. This employee will also prepare two copies of a Services Contract and will deliver them together with a proforma invoice for the purchase of the device (if you have chosen a service with a paid device), as well as the device itself, by courier. When you receive the package, the courier will compare your personal details on the card with the ones described in the contract. You will have to sign both copies of the Contract and to return one of them to the courier. All personal data will be used in accordance with the personal data protection regulations. The contract concluded in this manner will constitute a distance contract under the Consumer Protection Act. 

 

 

Delivery terms

Any goods ordered from our site will be delivered by a courier to the delivery address specified in the order. To use Max services, you have to sign a Services Contract which sets forth the internet access speed of your choice. The Services Contract shall stipulate the relations between Max and the customer and shall contain any and all necessary elements for conclusion of a contract in accordance with the existing legislation. Upon signing this Services Contract you accept and undertake the General Terms and Conditions of Max.

 

 

Periods and delivery

The delivery period is 3 to 5 days after order confirmation depending on the location. Our goods are delivered by a courier company.

Deliveries are carried out each working day from 9:00 to 17:00. Deliveries are not made on Saturday, Sunday and on official holidays. Orders placed after 14:00 will be processed the following day.

 

Payment

Upon receipt the value of the respective goods and/or services, installation fees (if any) and the first monthly fee will be paid, if you have chosen the Payment on delivery option.

All other subscription fees will be charged in accordance with the general terms and conditions of the respective service.

 

All expenses related to payment on delivery will be borne by Max.

 

 

Activation of services

The services under a contract concluded through the online store will be activated within 7 days after the date of conclusion, unless you specifically state that you wish the services to be activated immediately upon delivery and conclusion of the contract.

 

Warranty

All products offered by Max will be in original packaging with the respective warranty period set forth by the manufacturer and in accordance with the Consumer Protection Act. In case of any defects within the warranty period return the manufactured device together with the issued warranty card to one of our trade centers. You can receive information about the nearest trade center from our   Customer Service Center on 0999 111.

 

 

Claims

If your product is defective, you will be entitled to place a claim. Claims should  be directed to  the seller or their authorized representative within two months after finding the defect, but no later than the given warranty period. The claim can be submitted verbally or in writing, and upon placing it you should specify the subject of the claim, the preferred method of settlement, the claimed amount and a contact address. When you file your claim, you must attach the documents on which it is based:

 

  • cash receipt or invoice;
  • certificates,  deeds or other documents confirming  non-compliance of the goods  or services with the contractual terms;
  • other documents supporting  the grounds for and amount of the claim.

Claims will be accepted during working hours at the point of sale where the product was purchased or the service was ordered or at the registered address of the seller or at another place specified by the seller.

If the seller accepts the claim as well-grounded, they must satisfy the claim and bring the product into compliance with the contract within one month after the claim has been placed. The product will be brought into compliance with the sale contract for free.

 

 

If the purchased goods are not in compliance with the sale contract and the client is not satisfied with the claim resolution, the client can choose one of the following  options:

  • termination of the contract and reimbursement of the amount paid by the client;
  • price reduction.

The seller will satisfy the claim by repairing, replacing the product with a new one or reimbursing all payments made by the client no later than 30 working days after the date on which you have exercised your right to place a claim.

 

You cannot request reimbursement of the paid amount or reduction of the price, if the seller agrees to replace the product with a new one within one month after a claim was placed.

You cannot request termination of the contract, if the non-compliance of the goods purchased under the contract is insignificant.

 

When the seller settles a claim, the seller will issue a certificate in two copies, one of which must be given to the client.

 

 

Refusal to accept goods from online purchases and return of goods are possible in the following cases:

 

  • If the delivered goods are not in compliance with your order. In this case the goods will be replaced.
  • In the cases,  set  forth by the Consumer Protection Act, if the client has not specifically stated that he wishes  the services to be activated immediately upon conclusion of the contract, the client can  exercise his  right of refusal within 7 days after conclusion of the agreement without owing any indemnity or fee,  if the following conditions have been met:
  • the product is  intact;
  • the appearance of the product  is unaltered (no damages, scratches or apparent defects);
  • no  attempts have been made to disassemble the product;
  • there are no damages, caused by the client due to incorrect transportation, usage or non-compliance with the manufacturer’s requirements;
  • all packaging and protective foils used for transportation have been kept  and their appearance and integrity are not compromised;
  • the invoice and the warranty card received upon purchase should be presented together with the goods.

 

The courier fees for the return of goods under this article will be paid by the buyer!

 

 

Confidentiality

 

Max guarantees the confidentiality of your personal data. To order products from our online store you have to provide personal data that are necessary for fulfillment of the order and preparation of the contract.

All personal data will be used in accordance with the personal data protection regulations.

All collected personal data will be stored under encryption in a computer that  is accessible only by authorized personnel  and in accordance with internal security procedures.

 


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