Frequently Asked Questions
Let us help you find answers to some frequently asked questions
1. Plans & Services
Yes! All our Home and Business broadband plans are fully uncapped and unlimited. We do not have “fair usage policies” (FUP) that throttle your speed after you use a certain amount of data. You can stream, download, and work as much as you want without worrying about running out of bundles.
We offer a range of speeds to suit different needs, starting from 10 Mbps for basic home use up to 100 Mbps+ for heavy users and businesses.
- Home Plans: Great for streaming Netflix/YouTube, social media, and Zoom calls.
- Business Plans: Designed for offices with multiple users, CCTV remote viewing, and heavy file transfers.
We provide service across Zambia subject to feasibility checks. We are continuously expanding our network. To check if your specific area is covered, please contact our sales team with your GPS location or pin.
We provide both Fiber Optic and Fixed Wireless solutions, depending on your location.
- Fiber: Available in select estates and business districts.
- Fixed Wireless: Available across most of the city, using a small receiver on your roof to connect to our nearest tower.
2. Installation & Setup
Our standard Wireless installation fee is K1,200 and Standard Fiber installation is K1,500. This is a one-time cost that covers the equipment setup (receiver/CPE), cabling, and labour. Note: Prices are subject to change based on promotional offers or complex installations.
Once you make payment, we aim to have you connected within 2 to 3 business days. The physical installation at your premises usually takes about 2–3 hours.
We install a small outdoor receiver (CPE) on your roof or a pole to catch the signal. We then run a cable into your house and connect it to a Wi-Fi Router, which gives you wireless internet access for your phones, laptops, and smart TVs
Yes. If you are moving to a new location within our coverage area, we can relocate your connection. A standard relocation fee applies to cover the labour of dismantling and re-installing the equipment at your new home.
3. Billing & Payments
We accept payments via:
- Mobile Money (Airtel / MTN)
- Bank Transfer
- Cheque (for Corporate clients)
- Online Payment Portal (coming soon)
Our services are prepaid. Your subscription is valid for 30 days from the date of activation. We will send you a reminder SMS/Email a few days before your account expires so you can renew in time to avoid disconnection.
Yes, an electronic receipt and invoice are automatically generated and emailed or sms to you once your payment is reflected in our system.
4. Troubleshooting & Support
Please try the following steps before calling support:
- Restart your Router: Switch it off at the wall, wait 30 seconds, and switch it back on. This solves 90% of minor issues.
- Check your Device: Ensure you are not too far from the router.
- Speed Test: Visit fast.com or speedtest.net to check your current speed.
- Check Utilization and account info: click on my airlink on our website home page or go on Login and login with account user name and password.
If the issue persists, please contact our support team.
Our support team is available to assist you.
- Support Line: +260 975828020
- Email: support@airlinkzambia.com
- WhatsApp: +260 975836423
Our equipment is carrier-grade and designed to withstand heavy rain. However, during extremely severe storms or cyclones, you might experience slight fluctuations. If your connection drops completely during light rain, please report it, as your alignment may need adjustment.
