Mobily Home FTTR 400

Introduction:

• The term “Mobily”, wherever mentioned, shall refer to Etihad Etisalat Company, a joint-stock company registered in the Kingdom of Saudi Arabia under Commercial Registration No. 1010203896. Any reference to “Mobily” shall be deemed to include its affiliated companies, and the service applicant shall be referred to as the “Subscriber.”
• These terms and conditions are an integral part of the Mobily Fiber Internet service.
• The subscriber is entitled to obtain a copy of this contract whenever requested.
• The subscriber is responsible for the authenticity of the data and information he writes in the application and assumes full responsibility for its invalidity, and commits to notify the company of any change in it.
   

Terms and conditions:

•  Mobily Fiber Service is provided in all Mobily or Open Access network covered areas depending on the availability of technical capabilities in the coverage areas.
• A service account number is provided for each subscriber who joins the service for the first time and is later used to renew the subscription or pay the bills.
•  The subscription starts from the day the Subscriber successfully activate or renew his/her service and will be informed by sending a message on his mobile and registered email to the company.
• The subscriber may request a temporary suspension of the service by contacting Mobily call center or through the Mobily portal if the option is available at the time of the request.
• Actual average daily minimum download speed will be at least 70% from the package download speed in this contract.
•  Mobily does not guarantee the accuracy of Internet speed measurement in all cases due to technical barriers, natural and operational effects in the network.
•  Any complaints about the service will be processed following the Communications, Space & Technology Commission (CST).

Contract Duration:

• Subscription to Mobily Fiber Prepaid Internet service is based on a variable duration according to the package chosen by the subscriber and as explained in this contract between Mobily and the subscriber, and the contract is renewed after the end of the original subscription period if the subscriber pays the renewal fees.
• The service subscription period for Mobily fiber postpaid internet will be for 12 or 24 months – depending on the selected service- starting from service activation date and will be renewed automatically on monthly basis.

Monthly payment and outstanding bill:

Postpaid Subscription:

• The Subscriber will receive his bill/account statement on a monthly basis. The invoice will be issued on the first day of the Gregorian month, and the amount due for the service should be settled after the end of the monthly billing cycle of the service.
• Postpaid subscribers must pay the outstanding bill within 26 days of invoice issuance.
• In the event of 26 days passed after the bill is issued without payment by the subscriber, the service will be temporarily suspended until the bill is paid. The subscriber restores the service as soon as he/she makes the payment.
• In the event of 60 days passed after the bill is issued without payment by the subscriber, the service will be completely terminated.
• There is no compensation for the days during which the Subscriber did not receive the service due to non-payment cases.
• If the subscriber does not pay the invoice after the final notification, his service will be terminated, and he will be required to pay all outstanding amounts including early termination fees if applicable.
• In the event of subscriber's failure to pay for the service due, the company is allowed to include his/her name into the lists of the defaulters in SIMAH, and his/her name will be blacklisted and will be notified about that, and he/she will be asked by Mobily to pay the amounts due by the competent authorities.
• The customer should check and verify the validity of each invoice and if there is an error he has the right to object by informing Mobily by submitting an official complaint of objection within 60 days from bill issuance, and when the subscriber intercepts the amounts in the invoices, Mobily's records considered the reference and will be binding to both parties, and the submission of the objection to the participant does not result in the non-payment of the non-objectionable amounts contained in the invoice in question.
• Mobily does not provide details of the invoices issued for the service after one year of issuance unless there is a dispute based on these invoices.
• The commitment period is calculated based on the actual number of invoices that the customer has settled.

Pre-paid Subscription:

• The service will be temporarily suspended for the pre-paid subscriber after the last day of the subscription period of the package.
• The service account will be completely terminated if the subscription didn’t renew after 60 days from the expiry date of the last subscription.

Complaints and Service Request:

• You have the right to submit a complaint or an objection on any service provided by Mobily due to quality within 60 days from the incident or bill issue date by calling 1100 or 0560101100 or Mobily’s website or customer care account on Twitter.
• A reference number will be created for each complaint and sent through SMS or email, including the details, and you can follow up with customer care using the reference number.
• You will be provided with processing time for your request through SMS or email, and you will get a reply within 5 days maximum.
• If the complaint is not solved or not satisfied with the solution, you can complain to CST through their website https://www.cst.gov.sa.
• In the event that there are repercussions resulting from the low level of service and it is proven that they are due to Mobily, the company is committed to treating those repercussions and settling with the user in accordance with the relevant authority regulations.

Security Deposit:

• In case the security deposit is collected, the activation security deposit will be kept for 4 bill cycles and customer can request for refund will be settled for the customer in the 5th bill cycle.
• In case the customer is fully bared, the calculation period for the activation security deposit retrieval will be rest again which means the customer will wait for additional 4 bill cycles to be able to have the security deposit as adjustment.

Devices and installation Requirements:

• Mobily will connect and activate the service at the Subscriber premises and provide the device "router" to the subscriber when the technician visits him/her during installation.
• The device "router" is subject to the manufacturer's warranty for 24 months from the date of activation of the subscription. In the event of any manufacturer malfunction in the device, the device will be repaired or replaced with the same or similar type for free during the warranty period.
• The device warranty "router" does not include faults caused by the misuse of the subscriber (e.g., damage to the device due to liquids or physical damage). If the equipment is damaged due to abuse of the subscriber, the device repair/ replacement fee must be paid.
• The subscriber must be present at the time of installation or the presence of a person on his behalf.
• The installation team will visit the Subscriber premises at the confirmed time to install cables, plugs and all necessary equipment. The Subscriber will be advised on the correct use of the equipment.
• The installation team will connect and set up the Fiber Network station (router) and at the end of the installation, the subscriber or a representative will be required to acceptance of the installed service.
• Installation fees for the first time and equipment required for the service are subject to the policy posted on the CST website.
• The client must allow the company's employees to access their service sites to inspect and repair the service-related faults on time, and the client bears the consequences of the breach thereof.
• The subscriber is not entitled to try to repair or modify Mobily devices nor permit a third party to do so.
• Mobily owns any equipment/devices provided by the company under this contract, and the subscriber should prevent any third party from claiming any rights relating to such equipment/devices. The subscriber must allow Mobily to remove any equipment/devices/items belonging to Mobily at the end of the service contract.

Package change, service relocation or reconnect:

• If the subscriber wishes to change the package (from postpaid to prepaid) or reduce the speed or both the package and speed, the early termination fees can be applied based on his/her remaining commitment according to the service policy posted on the CST website.
• The subscriber may request to relocate the service to a new place or request a rewiring in the same house as follows:

• Relocation service will be provided if the customer new location is covered by Mobily FTTH service.
• The request for relocation service or rewiring is subject to a fee of SAR 600 (Not including VAT).
• In case the subscriber requests to relocate the service to a new location and there was no Mobily FTTH coverage available, and the customer decided to terminate the service before the end of contract commitment period, then subscriber is obligated to pay the early termination fees.

Transfer the service from one subscriber to another:

• Mobily provides the services for the exclusive use of the Subscriber. The subscriber may not transfer the services or use this service either temporarily or permanently to any third party without the prior consent of Mobily in writing.

Update subscriber Information:

• The subscriber shall notify Mobily of any subsequent changes to his address, telephone number, email or communication methods. Any communication by Mobily using the address mentioned in the contract is considered official and led to its intended purpose unless Mobily receives a notice of change in address, telephone number or any of the subscriber information.

Additional services under Mobily Fiber Additional services under Mobily Fiber:

Some of Mobily Fiber packages are eligible to the following free services based on their subscribed bandwidth which are the following:

• Content services
• Mesh Wi-Fi devices, with the knowledge that any after sales support will be handles by the vendor of mesh Wi-Fi devices.

Termination, service disconnection and claiming compensation:

• The subscriber is entitled to cancel the service permanently and not contrary to the regulations of the authority in this regard, knowing that the subscriber has the right to cancel the service as long as the minimum period of the mandatory contract is surpassed from the date of service activation, otherwise, subscriber will be subjected to the early termination fees as described below.
• If the subscriber wishes to discontinue the service before the expiry of the contract (early termination) an early termination fees must be applied by his/her remaining obligation if any as following:

• Mobily FTTH service termination fees = 1020 SAR VAT inclusive
• Mobily FTTR service termination fees = 2760 SAR VAT inclusive
• Mesh Wi-Fi bundle termination fees = 600 SAR VAT inclusive, for customers who are subscribed to mesh WIFI bundle
• Gaming discount termination fees = 690 SAR VAT inclusive, for customers who are subscribed to gaming discount subscription

• In case subscriber wishes to downgrade to a lower speed than 400 Mb before the expiry of the contract, then penalty fee of 50 SAR must be applied by his/her remaining obligation if any.
• In case FTTR subscriber wishes to downgrade to a lower speed than the subscribed speed in eContract.
• If the subscriber wishes to discontinue the service before the expiry of the contract (early termination) an early termination fees must be applied by his/her remaining obligation if any.
• The actual commitment period is calculated according to the total number of bills paid by the customer from the service activation date.
• Example: A customer subscribed to the service and decided to cancel the service after ten months during which he paid eight bills, the customer must pay the following:

• For Mobily FTTR service: (16 months remaining commitment period) * SR 100 = SAR 1600 to be paid upon cancellation (VAT not included).
• For Mobily FTTH service: (4 months remaining commitment period) * SR 85 = SAR 340 to be paid upon cancellation (VAT not included).
• For Mesh Wi-Fi bundle: (4 months remaining commitment period) * SR 43.48 = SAR 173.9 to be paid upon cancellation (VAT not included).
• For Gaming router discount: (4 months remaining commitment period) * SR 50= SAR 200 to be paid upon cancellation (VAT not included).

Mobily Fiber Service :

 

Month	1	2	3	4	5	6	7	8	9	10	11	12
Penalty Fee	1020	935	850	765	680	595	510	425	340	255	170	85

 

Month	1	2	3	4	5	6	7	8	9	10	11	12
Mesh Wi-Fi Device Penalty Fee	521.76	478.28	434.8	391.32	347.84	304.36	260.88	217.4	173.92	30.44	86.96	43.48
Gaming Router Discount Penalty Fee	600	550	500	450	400	350	300	250	200	150	100	50

 

 

FTTR Service:

 

Month	1	2	3	4	5	6	7	8	9	10	11	12
Penalty Fee	2400	2300	2200	2100	2000	1900	1800	1700	1600	1500	1400	1300
Month	13	14	15	16	17	18	19	20	21	22	23	24
Penalty Fee	1200	1100	1000	900	800	700	600	500	400	300	200	100

Prices mentioned in the above tables are VAT excluded.

 

Mobily may terminate the contract due to the following reasons:

• The subscriber has not made the necessary payments, in which case a final invoice will be issued containing the total amount that the Subscriber has not paid in addition to the early termination fees if applicable.
• Mobily Request: The result of any violation of the terms and conditions of Mobily Fiber service by the subscriber.
• In case of technical obstacles preventing Mobily from providing the service during the original contract period or any related extension. Mobily should inform the subscriber by a written notice.
• If the original period contracted with the Subscriber has expired, subject to notification to the subscriber not less than 30 days from the date of termination without any qualification or compensation from Mobily.
• Mobily reserves the right to seek compensation and/or to terminate all services from the subscriber whether they have been submitted under one or more contracts if the subscriber has:

• By delaying the payment of Mobily fees which belong to any or all services contracts with Mobily. (Failure to receive an invoice does not constitute a valid reason for non-payment).
• Manipulating or unlocking the equipment of Mobily or any inner circle or other items of this equipment.
• The use of profane language or the use of fraudulent and malicious communication systems in a manner
• prohibited by law.
• Violation of the terms of service of telecommunications from Mobily's point of view.
• The subscriber violates any of the terms or conditions included in the service contract.
• If the information or primary data provided by the Subscriber to the company is incorrect or if the information provided to the company is fraudulent or misleading.
• Breach of the terms of the Installment payment agreement.
• Using Mobily services or devices for the purpose of causing a disturbance, harassment or any other violation of the system.
• Misuse of equipment/devices provided by Mobily.
• The user does not respond to update his/her data when prompted or is proven to have submitted false data or forged information to the service provider.
• If a request for suspension or cancellation is received from the Communications and Information Technology Commission or any authorized government entity, the remaining period will not be compensated.

Limits of liability:

• Mobily liability Limits: Mobily will not be liable to the subscriber for damages or otherwise for any delay in the provision or restoration of communications services or loss or damage caused by total or partial interruption or termination of service, Mobily's liability to the user in cases of service interruption, delay, faults or failures in transmission, or communications in the refund of the user's financial consideration is limited to the period of interruption only.
• Mobily will not be liable to the subscriber, under any circumstances, for any loss of earnings, profits, expected savings, losses, indirect or tort damage, or for any loss or damage to the data.
• Mobily will not be responsible for any death and/or injury to anyone whatsoever resulting from the operation of the service's devices.
• Subscriber liability for equipment: the Subscriber will be responsible for the cost of any calls made, whether by his/her knowledge, or without his/her knowledge, with his/her permission or without his/her permission, and is responsible for the loss or damage that may be caused to Mobily equipment. The subscriber shall pay to Mobily upon request the value of the damage caused to the device if he/she wants to replace it. If there is any error or damage to the equipment as a result of any work or negligence that is contrary to the item as mentioned above, the Subscriber must pay the repair value for such devices to Mobily.
• The Subscriber is obligated not to misuse the service/services in such a way that it harms Mobily, and/or one of its subscribers or any subsidiary company, or the evacuation of public regulations and morals, and in the event of compliance, Mobily has the right to take appropriate action, including, but not limited to, stopping the service from any subscriber whenever Mobily sees this without having any financial obligations to the subscribers, or terminating the service permanently from any subscriber who has proven to have abused the service/services on the said face.

Amendments:

• Mobily reserves the right to change, amend or reproduce these terms and conditions from time to time as it may think fit.
• Mobily shall have the right to change the policies mentioned in this paragraph from time to time. The Subscriber shall be informed by any changes 60 days prior to change enforcement.

Taxation:

• All charges and fees set forth are exclusive of value added taxes (VAT) applicable to the service.  Subscriber shall be solely responsible for paying any value added taxes (VAT) applicable to the service, which VAT shall be billed and charged from the subscriber separately in accordance with all applicable laws & regulation in force at the time services are supplied.

Terms and Conditions related to Regulators:

• Subscriber has been informed that the subscription with its related terms and conditions as per this contract clauses are subject to related local regulators in the Kingdom of Saudi Arabia, including CITC (Communication and Information Technology Commission). Those regulators has the right to modify this contract terms and conditions at any time. Accordingly, the subscriber commits to adhere to all the terms and conditions imposed by related regulators and any modifications on those terms that will
• be imposed by the company and/or any related local or government regulator after being informed of those updated terms and endorsing it.

What is Mobily Home FTTR?                                                                  

FTTR (Fiber To The Room) is Mobily’s next-generation home internet service. It extends fiber connectivity from the entry point of your home to each individual room using advanced devices, ensuring gigabit speeds, stable low latency, and seamless Wi-Fi across the entire house.

How is FTTR different from Mobily Home Fiber (FTTH)?

FTTH delivers fiber to a single point/router in the home. Coverage depends on Wi-Fi strength of the fiber modem.
FTTR uses optical fiber and sub-devices to provide fiber-like quality in every room, meaning no dead zones, stronger signals, and smoother experience for all family members.

Who is eligible to subscribe?

• Customers must be 18 years or older.
• Valid Saudi ID or Iqama is required.
• Available for Mobily Fiber network only.
• Applicable to new activations only.

What packages are available?

Mobily offers three FTTR packages:

• FTTR 1024 Mbps – 920 SAR/month (VAT included)
• FTTR 500 Mbps – 460 SAR/month (VAT included)
• FTTR 400 Mbps – 402.5 SAR/month (VAT included)

Each package includes at least 1 Master ONT and 1 or more Edge devices, depending on the speed tier.

What are the key benefits of FTTR?

• Full coverage: Fiber-quality internet in every room.
• High speeds: Up to 1024 Mbps download.
• Stability & low latency: Perfect for streaming, gaming, and smart home devices.
• Seamless roaming: Stay connected without drops as you move around the house.

Is there any installation fees or charges?

No, Mobily will offer free installation and wiring service.

Is FTTR suitable for gaming?

Yes. FTTR is an excellent choice for gamers. It provides ultra-low latency, stable high-speed connections, and eliminates Wi-Fi dead zones, ensuring a smooth gaming experience with no interruptions. Whether for online multiplayer, cloud gaming, or streaming, FTTR delivers the performance gamers need.

What will be the service request and activation journey for FTTR service?

Service request and installation is very simple process it goes as below:

Subscription Request

• Customer visits a Mobily Outlet or submits a request.
• Customer selects the preferred FTTR package (400 / 500 / 1024 Mbps).
• Customer provide the location of his/her home address.
• We will check the eligibility:
  • Saudi ID or Iqama holder, 18 years and above.
  • Pay security deposit amount.

• Customer will be provided with a suggested timeslots for installation appointment & select a convenient appointment.

Installation & Activation

• Technician will proceed to install the FTTR router and all FTTR extenders part of the package. Devices are configured and tested for:
  • Internet speed.
  • Seamless Wi-Fi roaming.
  • Coverage in every room.

Customer acceptance

• Technician demonstrates FTTR performance (speed test, coverage check).
• Customer signs off on service completion with OTP.

What do I know or do for appointments and visits?

Step 1: Create your appointment

• Flexibility to choose time to be contacted by installation team
• Within 24 hours, our installation team will call you to confirm the appointment

Step 2: Before your appointment

• One power outlet is needed to power the server equipment
• Any furniture blocking the power outlet should be removed before the arrival of our team, as our team is not allowed to move any furniture
• The installation process could take up to 4 hours and needs to be done in the presence of someone 18 years of age or older.

Step 3: Installation day

• You will receive a call from Mobily with the estimated time of arrival
• Prior to installation, our team will review and confirm order selections
• Our team will install your router and other services in a location that is specified for all your Mobily services

Step 4: Post installation

• Once the installation process is completed, you must sign-off the user acceptance form and provide OTP code that will be shared as SMS to your contact number
• Within 2 days of the installation, our customer services will contact to fill out a questionnaire over the phone, for your kind evaluation of the installation process

What is the service commitment?

A 24-billing cycle (2-year) commitment applies.
Early termination or speed downgrade incurs a fee of 115 SAR (VAT inclusive) per remaining bill cycle of the commitment period.

Can I relocate my FTTR service to another address?

No. Relocation is not available for FTTR. If you move, you must request a new service activation at the new address, subject to availability.

Can I switch between Mobily Home Fiber and FTTR?

No. Customers on Mobily Home Fiber cannot migrate to FTTR packages, and FTTR customers cannot migrate back to Mobily Home Fiber.

What happens if my device is damaged? Or I have faced internet loss?

Reach out to our customer care team by calling 1100 and they will be thrilled to support with your request with fixing or even change damaged devices or wires.

How to pay for my Mobily Home FTTR service?

You can pay the charges using your Mobily Fiber account by any of the following methods:

• Mobily App

Download the mobile app and use service account number to register FTTR service under your account and ID. You can then preview bills and pay for the service fees.

• Banking & Sadad

Pay your Mobily Fiber account by using service account number with SADAD or other banking channels of your preference.

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