Terms and Conditions for Fiber Coverage Request Service (Fiber Optic Connection Delivery)

1. Definitions

• Fiber Optic Terminal Box (ODB): The device installed at the entrance of the residence or building to connect the fiber service.
• Fiber Coverage Request: A request submitted by the customer to Mobily to deliver fiber optic service and install the fiber terminal box.
• Fiber Service Providers: Licensed companies authorized to develop and deliver fiber optic infrastructure in the Kingdom of Saudi Arabia.
• Covered Area: A location already served by Mobily’s fiber service.
• Uncovered Area Allocated to Mobily: A location not currently covered, but within Mobily’s planned coverage area.
• Uncovered Area Allocated to Another Service Provider: A location not currently covered, but allocated to another licensed fiber service provider.
• Uncovered and Unallocated Area: A location not currently covered and not allocated to any service provider.
• Coverage Interest Request: A request submitted by the customer to express interest in adding an uncovered area to future coverage plans.
• Fully Covered Area (Category A): An area fully served by Mobily’s fiber service and ready for immediate activation.
• Near-Coverage Area (Category B): An area located near Mobily’s existing coverage where fiber service is available in the same city but not yet in the specific block selected by the customer.
• Out-of-Coverage Area (Category C): An area with no Mobily fiber coverage, located outside currently served cities or neighborhoods.

2. Service Request Process

1. Select the Location:
   The customer must select the exact location of the residence or building on the map during the request process, then click "Check Coverage".
2. Coverage Check Results:
   • Covered by Mobily Fiber: The service can be activated immediately by selecting the preferred plan. The Fiber Optic Terminal Box (ODB) address at your residence will be displayed to proceed.
   • Uncovered and Allocated to Mobily: You can proceed by entering the required details (full name, national ID, date of birth, email address, mobile number linked to your ID in Absher, short national address, street name, and building number). The provided national address must be registered under the customer’s name and linked to their national ID.
   • Uncovered and Allocated to Another Service Provider: The responsible service provider’s name will be displayed, and you will be redirected to their website to submit your request.
   • Uncovered and Unallocated: You can submit a coverage interest request by providing the required details, and you will be contacted once service becomes available in your area.

3. Service Delivery Timeline

• Category A – Fully Covered Area:
  Service will be delivered within 90 days maximum, unless delays occur due to factors beyond the company’s control.
• Category B – Near-Coverage Area:
  Service will be delivered once 50 requests from the same block are collected, within 180 days from reaching the required number, provided no external obstacles exist.
• Category C – Out-of-Coverage Area:
  Service will be delivered once 50 requests from the same block are collected, within 360 days from reaching the required number, provided no external obstacles exist.

4. Frequently Asked Questions (FAQ)

1. Are there any fees for the fiber optic connection service?
No, this service is provided free of charge.

2. Can I submit a request if my location is covered by another service provider?
No, requests are only accepted for locations not covered by any fiber service provider.

3. What should I do if I want to change the location after submitting my request?
You must submit a new request, and the location must be linked to the national address registered under your ID.

4. How can I track the status of my coverage request?
You can track your request via Mobily’s website or mobile app using the request number sent to you after submission.

5. Do I need to be at home during installation?
Yes, you or an authorized representative must be present during the installation to approve the fiber box location and wiring.

6. Can I transfer my request to a new location if I move before installation?
No, you must cancel your current request and submit a new one for the new location.

7. What happens if the required number of requests in my area is not reached?
Your request will remain registered, and you will be contacted once coverage becomes available or your area is added to the expansion plan.

8. Can I schedule a specific installation date?
Once coverage is ready, you will be contacted to select a suitable appointment from the available time slots.

9. Can I cancel my coverage request after submission?
Yes, you can cancel the request at any time before installation work begins by contacting Mobily’s customer service.