FAQ

WiMAX is a 4G wireless technology, broadband Internet access. In actual use 4G networks are usually at least four times faster than 3G networks. The architecture of these networks are the latest generation and specially adapted for data transmission, which means consumers get faster and cheaper Internet access.

MaxDSL is a service for wireless Internet access using 4G technology. The service is designed for home and business users.
MaxFree is a service for mobile Internet access using 4G technology. The service is designed for customers who need reliable, fast and mobile.

Whether you use MaxDSL or MaxFree, Max Telecom offers speeds up to 16Mbps.
They are comparable with the speed of standard DSL or cable access, and we are planning in the next six months to increase the speed of our services to 20-24Mbps.

You can use the service anywhere in the 4G network of Max Telecom. There will be no fee for re-installing or moving. Just check the area coverage on our map. 

Yes you can. The Quality of service even allows you to watch TV at 80 km/h.

• Online Shop
• Dealer network of Max Telecom
• Max Telecom Stores

Full list of sales points in Bulgaria can be found here.

The service is provided in licensed spectrum. The wireless connection is secured by various security mechanisms that limit the possibilities for a breakthrough in the network. These mechanisms include the use of its own air interface between base station and client modems, the use of carrier frequency technology for direct access to the location of the client modem and one for authentication and authorization, filtering of the transmitted signal.

Not necessarily. You can use prepaid services unrelated to the contract. If you decide to sign a contract, be aware that our agreements are based on 12 months without automatic renewal clauses. All our services and contracts have clear conditions, with no hidden clauses or additional payments for extra traffic.

MaxFree is a service for mobile internet access of Max Telecom. You can use the service via an USB modem connected to the USB port on your computer. The modem is the size of a USB flash memory and is extremely convenient for getting broadband and mobile Internet access.

After connecting the device into the USB port on your computer, a process will start automatically to install the necessary drivers. Follow the instructions. Detailed description of the instructions can be found in the User Guide.

The package contains a MaxFree USB modem and a brief instruction manual. We encourage you to read the instructions before turning on the device.

You can use MaxFree with Windows XP/Vista/7 (32 or 64 bit), MAC OS 10.5 (32 bit) or MAC OS 10.6 (64 bit).

Make sure the latest Windows service pack is installed.
Note: MaxFree can be used with Linux / Unix operating systems.

The package contains a modem with an adapter, network cable connection to your computer and a brief user guide.

The MaxDSL modem is connected to your computer via a network cable supplied in the package.

Setting up your modem is very easy. The modem is "plug and play" device, i.e. no further installation is necessary. Just follow the instructions described in Quick installation manual.

The wireless MaxDSL modem is different than the standard DSL or cable modems used for the traditional broadband access. The modem uses WiMax technology to connect the base stations in our network. Since the technology does not use a telephone or a cable line, you do not have to wait its construction to activate the service. After activating the service you can use it anywhere Max Telecom has coverage.

The MaxDSL modem is connected to your computer with a network cable. It does not require installation of additional drivers or programs on your computer and therefore it can run on different operating systems. All you have to do is to set up your network card to receive settings automatically.

It depends on the payment plan you agreed when signing the initial contract.

If your modem is damaged, contact the Customer Service desk for more information.

MaxPhone is a prepaid voice service of Max Telecom.

MaxPhone can be used all over the world and from any Internet network.

To become a client of Max Phone, you need to visit www.maxtelecom.bg, or contact the Customer Service desk on this number: 0999 111.

No, the sevice is prepaid. 

To install MaxPhone you have to follow the installation instructions described in the user manual.

With Max Phone you can use all standard voice services; you can also dial * 776 * from your phone and follow the instructions, or you can use the short codes.

Yes, by dialing * 776 * you connect to the voice portal of Max Telecom.

To redirect a call you can dial *776* from your telephone or use the following short codes.

To unconditionally divert all your calls, dial:

• *71 <the number to which you forward the calls>
• To check the status of the redirection *712*
• To cancel the redirect *711*

To forward the call when busy:

• *72 < the number to which you forward the calls > 
• To check the status of the redirection *722*
• To cancel the redirect *721*
   

To forward the call when it is not answered:

• *73 < the number to which you forward the calls >
• To check the status of the redirect *732*
• To cancel the redirect *731*
   

To forward the call when busy and not answered simultaneously:

• *74 < the number to which you forward the calls >
• To check the status of the redirect *742*
• To cancel the redirect *741 *
• To cancel all redirects *75*

Yes, CLIP is set by definition and you can always see the number of the caller.

Yes, you can use CLIR. You can set the function according to your preferences.

* 760 * - Activate
* 761 * - Disable
* 762 * - Check status

Yes to set up a conference call, place your current call on hold and use *1 # to add more people.

You can add up to 3 participants for a conference call.

Yes, you can call any (free) emergency number.

To activate your voicemail contact our Customer Service from your MaxPhone number. You can check your voice mail only by phone from the network of Max Telecom by dialing * 777 * for direct access or voice port * 776 *.

Through epay.bg

To check how many minutes from the package you have already used and what is your current account, use the application "My Max" of maxtelecom.bg or contact Customer Service.

By dialing * 776 * you connect to the voice portal of Max Telecom.

Yes, CLIP is set by default and you can always see the number that you are looking for.

you can use CLIR. You can set the function according to your preferences.

* 760 * - Activate
* 761 * - Disable
* 762 * - Check status

You can set the CLIR for a specific call
* 997 <number of other client>
* 998 <number of other client>

To set up a conference call, place your current call on hold and use *1 # to add more people.

You can add up to 3 participants for a conference call.

Yes, you can call any (free) emergency number.

Yes. To activate your voice mail, please contact our Customer SERVICE phone 0999 111 or send e-mail to cs@maxtelecom.bg. You can check your voice mail only by phone from the network of Max Telecom by dialing * 777 * for direct access or voice port * 776 *.

Max Telecom services can be used only by certified operators ATA. They are provided free.

Your monthly invoice can be paid in several ways:

• Bank transfer
• By ePay.bg or eBG.bg
• With credit card iCARD MasterCard
• With a debit or credit card through our site
• On the desks in our partner network
• At the desks of easypay
• Our shops

Each client receives a detailed report, which is free.

You can change your number by visiting any of our stores or dealers where you need to fill out an application to change the number.

You can change your subscription by visiting some of our dealers shops.

To check how many minutes included in the package you used and what is your current account, use the application "My Max" of maxtelecom.bg or call 0999 111 and for subscribers of MaxVox - 111.

• You can contact the Center for Customer Service on Phone 0999 111 and for subscribers of MaxVox – 111.
• For all subscribers of voice services of Max Telecom, the call on 0999 111 is completely free

Contact Customer Service by phone 0999 111 or for subscribers of MaxVox - 111

• Make sure the device is properly connected in power.
• Make sure the power connector is properly inserted.

• Reconnect the power cable and try again.
• Make sure you have the Internet access to the device by removing the cable from the WAN - port and plug the cable into PC. If you have Internet access on your computer, make sure you connect properly the cables in the ATA - device as described in the manual. Cable of Internet to WAN – port, cable for connection of PC to LAN - port.
• Check the cable to the phone / head is properly connected with slot Port.

• Make sure the cable from the phone / central is connected to the slot Port.
• If you use a cordless phone, make sure the handset is located within the coverage of the base.
• Try with another phone.

Shopping

After selecting a product or service, click "Buy" button which is located below the description. In this way the desired product is added to your basket. In each selection add one piece of the respective product. You can continue to shoping and go back to the store and select a new product - it will be added in your shopping cart when you selected products. You can change the quantity or products directly from Step 1 / "cart" /.

Note: Services which are on contract have no price, because you start to pay monthly fees or consumption after signing the respective contract.

To go to Step 2 press "Order" button.

In this step is completed all the data necessary for carrying out the order as you return to the previous step by clicking "back" or go to the payment by clicking on "Go to payment".

To purchase and use of electronic shop of Max Telecom, you must mark the box "I agree with the terms of use" box which allows you to read and agree to these terms.

You may want to order while you do so in reference of the site to access data on the benefits of your services - this can be done by checking the "I want to register online."

Step 3 "Payment" enables you to view the entire order, which already includes the cost of delivery by Tip Top Courier. The cost of delivery is 4 leva for the whole country.

You can choose among several payment methods by clicking the appropriate button. The final price is inclusive of Value Added Tax.

If you have questions about our e-shop, you can call 0999 629 629 or send us an email e-shop@maxtelecom.bg.

Contract

Upon receipt of the application in Max Telecom, a representative of the Sales Department will contact you to clarify details of the delivery.

In case your chosen product and service includes voice service, the selection of desired phone number from the numbering plan of Max Telecom, currently available open series, is in the order confirmation. Representative Sales Department will offer free number to suit your requirements.

The same officer will prepare a service contract, in duplicate, and deliver them together with a proforma invoice for the purchase of the device (provided that you choose a paid service device) and the device of the courier.

Upon receipt of the shipment carrier will verify your personal data card to those described in the contract.

It is necessary to sign two copies of the Contract and return one to the courier.

Your service will be available after receipt of the signed (and sealed) copy of the contract in "Customer Service" Any personal information will be used in accordance with accepted rules of data protection.

Goods ordered from our online shop are delivered by courier to the delivery address indicated on the application.

Using the services of Max Telecom is a contract for services, indicating the preferred customer-speed Internet access. Service contract governs the relationship between Max Telecom and its clients include all the necessary elements for a contract, under current legislation. By signing this Service Contract Customer agrees and undertakes to observe the General Terms of Max Telecom.

The term of delivery is 2 to 5 days after confirmation of order depending on the location. The delivery of our products is carried by courier company Tip Top Courier.

Delivery price is as follows:

Zone I - delivery the next working day - to the ring neighborhoods of Sofia quarters without affiliates.

Zone II - delivery the next working day - join districts: Airport, vz Barry, vz Stinks, Boyana, Hostile, Gara Iskar, Gorna Banya, Gorublyane Dragalevtsi, Iliantsi Knyazhevo, Raspberry Valley, Republic square, Simeonovo, sq . Suhodol square Faculty, Hristo Botev;

Zone III - Delivery within 5 working days - square Abdovitsa village Aprilovo Balsha, town, village Bistrica village Bozhurishte Busmantsi village Buhovo, Vladaya, village of Vlado Trichkov, Voiniagovsti village, Voluyak, German village of Gnjilane, Golyanovtsi village, Gorni Bogrov, Gurmazovo, square Dimitar Milenkov Dobroslavtsi village, village of Dolni Bogrov, Dolni Pasarel village Dragovishtitsa, Dragoman, village Jeleznitsa Zhelyava village, village resident, village Ivaniane, Kazichene village Klisura, Kokalyane, Kremikovtzi Krivina village, village Kubratovo Katina village, village Lesnovo, Lozen village Lokorsko village Lukovo, Malo Buchino Mirovyane village, town Momin Pass, Mramor village Marchaevo, Negovan, Novi Iskar village of Novi Han Pancharevo, Petarch village Podgumer village Pojarevo village Prolesha, Ravno field Svetovrachane village, Svoge, Seslavtsi, Trebich, square Filipovtsi, Herakovo with . Chelopechene Chepinci village of Yana;

Zone IV - delivery the next working day - Asenovgrad, Balchik, Blagoevgrad, Botevgrad, Burgas, Varna, Veliko Tarnovo, Vidin, Vratsa, Velingrad, Gabrovo Gotse Delchev, Dimitrovgrad, Dobrich, Dobrinishte, Dupnitsa, Etropole, Karlovo, Kazanlak, Kardzhali , Kyustendil, Lovech, Montana, New Market, Pazardzhik, Pernik, Petrich, Pleven, Plovdiv, Razgrad, Ruse, Sandanski, Svishtov, Sevlievo, Silistra, Simitli, Sliven, Smolyan, Stara Zagora, Troyan, Targovishte, Haskovo, Harmanli, Shumen , Yambol.

Zone V - Delivery within 5 working days - all other cities in the Republic of Bulgaria not included in above mentioned areas.

Deliveries are made every weekday from 9:00 to 17:00.
Deliveries are not made on Saturdays, Sundays and public holidays.
Orders made after 14:00 are processed the next day.

Upon receipt of the goods shall be paid only the cost of delivery or the cost of the service or product, provided that you choose the method "cash on delivery".

All other paid subscription and installation fees are charged in the first monthly invoice.

The cash costs are for the account of Max Telecom. The cost of courier services is charged to the customer. Expenditure for courier services to the client one invoice.

All products offered by Max Telecom, are new, in original packaging with the appropriate warranty period specified by the manufacturer, and the law on consumer protection. In the event of a defect within the period Garantion faulty device should be returned along with the warranty card issued.

Information about the nearest dealer or shop, you can get from the "Customer Service", tell 0999 111

When receiving a product that has a defect, the customer is entitled to claim. The claim is brought before the dealer or the authorized person within 72 hours after the purchase. When the defect is established, but not later than the expiration of the warranty. The claim is made orally or in writing, upon presentation of the claim the customer specify the subject matter of the claim preferred way to satisfy the claim, respectively, the size of the amount claimed, and contact address.

When submitting a claim the customer must apply to the documents on which the claim:

1. receipt or invoice;
2. records, deeds or other documents establishing the conformity of the goods or service contracts;
3. other documents establishing the grounds and the claim amount.

Acceptance of returns shall be made at all hours in the premises where the product was purchased or ordered service or the address of the trader, unless the contract or document to guarantee otherwise specified.

If the trader is held that the claim is founded, is obliged to meet and make the product in accordance with the contract within one month from the filing of the claim. Bringing the product in accordance with the contract of sale is free for customers.

In compliance with the consumer goods sales contract and when the customer is not satisfied with the resolution of the claim, he is entitled to choose between one of the following options:

1. rescission of the contract and refund of the amount thereof;
2. cost reductions.

Satisfaction of claims by the dealer is done the product is correct (alignment with the contract), replaced by a new or recovered from client funds paid in full no later than 30 working days from the date on which client as a consumer has exercised his right to claim.

The customer can not claim a refund or to reduce the price where the trader has agreed to be carried out replacing with a new product or when the product complies with the contract within one month of filing the claim.

The customer can not claim for rescission of the contract if the disparity of consumer goods with the contract is negligible.

When filing a claim for the service customer can claim for the service in accordance with the contract for rebates or a refund.

When the trader satisfies the claim, he issued this act, drawn up in duplicate, one of which must provide the customer.

Cancel good for online purchase and return is possible in the following cases:

1. If the goods supplied does not correspond to the ordered by the customer. In this case the goods are replaced within 24 hours after application.
2. If the item has a hidden defect, the customer is entitled to make a claim within 24 hours of receipt of goods. The defective product is replaced with another.
3. In the cases provided for in Article 55, Para. 1 of the CPA, the buyer can exercise his right within 7 days to abandon the goods ordered in the following cases:

• products to be intact;
• products to be intact in appearance (no injuries, scratches, external damage);
• not have been attempted disassembly of products;
• are not a person from damage caused by the customer due to careless transportation, improper use or failure to comply with the manufacturer;
• all transport packaging and protective films to be preserved intact and presentation;
• with the goods to be given an invoice and warranty card received in purchasing;

Return of goods under this item is paid by the buyer!

Max Telecom guarantees the confidentiality of personal data.

Ordering products from our online shop requires entering personal data necessary for performance of the contract and preparation of contract.

Any personal information will be used in accordance with accepted rules of data protection.

The collected data is stored in encrypted form, a computer, only available for authorized persons and then in a special internal security procedures.