FAQ

Maybe other people have had the same question as you?
Check before you contact us, you may find the answer here.

Invoice

I have the wrong subscriptions relative to my data-usage, what do I do?

All customers can enter the web-portal themselves and change product for active subscriptions. Note that all changes of the subscription will not take effect until next month.

I have been billed for next month, is this correct?

Every data-package, additional services and fixed fees are invoiced in advance every month. Data/SMS usage is calculated at the end of every month and is invoiced the next month.

The invoice is incorrect; how do I get in touch with Com4?

You can contact invoice-support on +47 9404 9404, or send an email to faktura@com4.no.

Is there any time-lock on the subscriptions?

There are no time-lock on any of Com4’s subscriptions, unless earlier agreed upon. By ending a subscription, the subscription is active to the end of the current month, and then no more. You can end subscriptions yourself in the web-portal.

What alternatives exists for invoice-types?

There are some options:

  1. PDF
  2. Letter
  3. EHF

If nothing else is specified in the contract, e-invoice is the standard.

Products and additional services

How does the location service work without GPS?

The location-service uses signal-triangulation/positioning based on which radio tower the device is connected to. Thus more radio-towers nearby, the more precise the location will be. This means that in urban areas the precision will be higher than in rural areas with fewer radio-towers.

How does the location service work without GPS?

The location-service uses signal-triangulation/positioning based on which radio tower the device is connected to. Thus more radio-towers nearby, the more precise the location will be. This means that in urban areas the precision will be higher than in rural areas with fewer radio-towers.

What transfer-speeds may I expect?

Speed is dependent on the coverage at any given time. Generally, you can expect the following speeds:

2G: Up to 236Kb/s downstream, 85kb/s upstream (typically 150kbit/2)

3G: Up to 42Mb/s downstream, 5,76Mb/s upstream (typically 16-25Mb/s)

4G: Up to 300Mb/s downstream, 50Mb/s upstream (typically 25-40Mb/s)

How much data do I need?

This is dependant on the solution you have chosen. Check the manual for the equipment you will be using, it could say something about expected data-usage.

When to use satellite?

Some places there are no traditional mobile coverage. If you still need communication, we can offer satellite-communication. This is commonly only an alternative when data usage is relatively low.

What is a data-pool?

A data-pool is a product for customers who have many SIM-cards, that use relatively little data. The product handles fluctuations in data usage on individual SIMs by using data from a common pool for all SIMs in the data-pool. To find the needed size of the data-pool we consider the average data-usage of all the SIM-cards in the data-pool. This allows some SIM-cards to use more data than others without triggering extra expenses.

Can I use a Com4-subscription if I need voice?

Yes, voice is supported if you need it in your solution. You should also consider how you can get voice-traffic over to packet-data for a more future-proof solution.

I want to use SMS in my M2M solution, is this ok?

It is common to use SMS in M2M solution, and this is supported in Com4s subscriptions.

What kind of data packages can Com4 offer?

You can find info on all of Com4s data-packages with prices here: com4.no/produkter

If you have got any questions regarding our products, you can contact salg@com4.no

Technical Questions

Can satellite- and mobile-communication be integrated in the same interface?

Yes, the interface can look exactly the same on the customer’s side, independent of what kind of technology you use for carrying the traffic.

What is the difference between 2G/3G/4G?

Second, third and fourth generation mobile networks all have their different characteristics. For M2M/IoT it is important to remember that 2G is usually GPRS and EDGE, which means packet-data over the traditional GSM-grid. 2G is usually known as limited data rate. 3G is usually referred to as UMTS or WCDMA, with further developments HSDPA, HSUPA, HSPA+ DC-HSPA+. All of them are based on UMTS. 4G is UMTS-LTE (Long Term Evolution), an is a simplified architecture for mobile, based on IP-protocols, end to end.

How to achieve secure communication?

Secure communication is best achieved by combining different technologies.
Com4 recommends using a closed APN for logic separation from other customers, and separating the communications from regular internet-traffic, at the same time as ensuring sufficient encryption by the help of mechanisms on the transport-layer (example: IPsec or SSL/TLS) and application-encryption and integrity-control.

Can traffic on a device be logged when an error occurs?

The customer-portal has a feature “View Call History” where you at any time can see connections and attempts, including APN-name, timestamp and an error if it occurs.

Detailed logs that expand on this will be hardware-specific from device to device.

What APN shall I use?

We have some standard APNs:

com4: Standard internet access, private IP-address with central NAT and firewall.

internet: Standard internet access, private IP-address with central NAT and firewall.

public: Standard internet access, public IP-address, dynamically assigned, no firewall.

static: Standard internet access, public IP-address, statically assigned, no firewall (NB must be ordered!).

Who needs a closed network (APN)?

Anyone who require secure and flexible mobile communications in closed networks will have need their own APN. Liberty when it comes to IP-addressing, routing and access control makes closed APNs a good fit for a wide range of services.

What is an APN?

APN or Access Point Name is a logical access-point/network within the mobile-network. We generally separate between standard APN used for internet-access from mobile terminals, and private and/or closed APN that gives access to specific resources or services in a protected network.

Radius server and IP-addressing, how does it work?

The customers themselves can choose to use their own RADIUS-server to authenticate their own mobile terminals access to a private APN. IP-addressing of mobile terminals can also be done by the help of RADIUS, but is usually dealt with by a defined “pool” in the core-network or by the customer-portal.

What is a fixed public IP?

It is a statically assigned fixed public IP-address which can be reached from anywhere on the internet. This can be helpful if you have solution you need to reach, for example with remote desktop or by an application.

My mobile number consists of more numbers than what is common for phones, is this correct?

Norwegian Communications Authority(NKOM). For more details see: http://eng.nkom.no/market/numbering/e.164-numbering-plan/8-digit-and-12-digit-number-series. Note that this have no effect on the availability or quality of the service.

What is a IMEI-number?

A unique number for identifying mobile phones, mobile devices and/or hardware.

What is a IMSI?

Customer- and/or subscription-identification, stored on the SIM-card.

What is MSISDN?

Mobile phone number.

What is ICCID?

SIM-card serial-number, also called SIM-number.

Web-portal

I have many subscriptions, is there a way to organize them in the portal?

Yes, in the web-portal you are able to structure your company/organization with a folder structure after your own wish. There is also a drag & drop function, so you can easily move a SIM-card from one folder to another. It is also possible to tag single-SIM-cards with a user-defined tag.

Where can I find invoice-specification?

The invoice-specification is available as a report within the web-portal. You can also choose to have it sent to you automatically along with your invoice every month. If you do not have a user for the web-portal you can get one by contacting support@com4.no

 

Where can I see my data-usage?

Information about data-usage on your SIM-cards can be found on our web-portal. If you do not already have a user, you can get one by contacting support@com4.no

How do I activate a SIM-card?

A SIM-card can be activated in several ways. It can easily be done in our web-portal which all customers have access to, or Com4 can help you with this.

Is there a users-manual for the web-portal?

Yes, you can find it here: Users-manual for the web-portal

If you cannot find what you are looking for, contact support@com4.no

How do I manage my subscriptions and SIM-cards as a Com4-customer?

All our customers have access to the web-portal where you can manage SIM-cards and subscriptions. It is common that customers have un-provisioned SIM-cards (SIMs that are not activated and are not generating any expenses) lying around that they can activate themselves when needed.