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What is Zoom Ultra service?
Ultra is the new and upgraded package from Zoom high-speed wireless internet service that runs on state-of-the-art EV-DO technology, the evolution from CDMA 1x technology. You can experience download speeds of up to 1 Mbps, and the Zoom Ultra connection enables you to access this high-speed internet by simply connecting to your laptop or desktop computer.

How is Zoom Ultra service different from conventional internet services?
Zoom Ultra provides never-before internet speeds on the move, and plug-and-play service through a versatile USB interface. Like all other Zoom products, it offers mobility, and moreover, the high speeds facilitate a superior internet browsing experience with video streaming, video surveillance, and rich media content.

Where can I purchase a Zoom Ultra connection and modem?
There are several attractive bundles and monthly data plans to suit your specific needs. These are available at all divisional Citycell Customer Care Centers, all sadarthanaCitycell Customer Care Points and all Citycell retails outlets. Please visit www.citycell.com or contact our Helpline (121 from Citycell mobile and 011-99121121 from other operators) for details.

How do I install the Ultra Modem driver?
The Ultra Modem is“plug and play” device. That means you can just insert the modem in the USB slot of your computer, and your computer will automatically detect the driver. For details, please see the Starter Guide included with your device pack.
What is plug and play Device?
Plug and Play, sometimes, abbreviated PnP, is a catchy phrase used to describe devices that work with a computer system as soon as they are connected. The user does not have to manually install drivers for the device or even tell the computer that a new device has been added. Instead the computer automatically recognizes the device, loads new drivers for the hardware if needed, and begins to work with the newly connected device.

What is EV-DO?
Evolution-Data Optimized / Evolution-Data (often abbreviated as EV-DO or EVDO and often EV) is a telecommunications standard for the wireless transmission of data through radio signals, typically for Internet access. It provides fast wireless internet service directly to your laptop/Desktop.

Do I get any warranty for my Ultra Modem?
Ultra Modem comes with the standard 1 year warranty from the date of purchase.
How do I choose Zoom Ultra service?
Your Zoom Ultra modem can operate under 3 different modes. Hybrid mode, EV-DO mode & CDMA mode. Once you open the software, For Huawei EC122 & EC167: Go to Tools > Options > Network. Select 'Hybrid' network type and let the device choose the best network for you. For ZTE AC2726: Go to Menu > Settings > Network > Mode and Select 'Hybrid' from the drop down list of Mode

How do I use Voice and SMS service on my Zoom Ultra Modem?
From the software window, ensure 'Hybrid' mode is selected following the instructions mentioned in above. And then 'Apply'. Now you can use the voice and SMS service through the designated tabs, using PC voice.

How to activate Zoom Ultra Plan?
Prepaid: SMS your desired plan name to 9666
For example write Ultra 3 in your message option and send to 9666

Postpaid: Ultra product is selected by Customer during new purchase or migration. If customer has already bought Ultra modem with 64k RUIM, she/he can request for Ultra product through Citycell helpline or from any CCC or CCP.

How to change Zoom Ultra Plan?
Prepaid: You have to deactivate your current plan first. SMS 'Zoom off' to 9666*.
After getting confirmation SMS of deactivation, SMS your desired plan name to 9666
*Unused data of your existing cycle will be forfeited.

Postpaid: To change the Zoom Ultra plan Customer has to visit nearest CCC / CCP or email at customerservice@citycell.com or can call at 121.

How to deactivate Zoom Ultra Plan?
Prepaid: SMS 'Zoom off' to 9666*
*Unused data of your existing cycle will be forfeited.

Postpaid: Deactivation of number can be done by dialing 121, visiting nearest CCC / CCP or emailing at customerservice@citycell.com. Data product de-allocation is treated as special case and are not encouraged.

How to check prepaid Zoom Ultra usage?
For a Pre-paid customer to know his/her current usage information, SMS 'Usage' to 811

How can a postpaid customer get to know about his/her Bill?
For current Bill and usage information, SMS 'Bill' to 7678 or log on to www.citycell.com/onlineselfcare. For monthly bill information through email, you can subscribe to Citycell'se-Bill service.

How can I pay my Bills?
You can pay bill by recharging card, ,through Cash and check/ATM payments at selected banks.
What will happen if I cross my usage limit within a Bill cycle?
Extra usage above the limit in a Bill cycle will be charged as per the applicable 'Charge for Additional Usage' of the respective plan. Extra usage charge is not applicable for the Unlimited Plan.

When can my line get disconnected?
Your line can get disconnected either if your usage crosses credit limit or if you don’t pay your bill within the date of disconnection mentioned in invoice.

How can I avoid being disconnected?
As long as your usages are within your credit limit and you pay the specified Bill amount in due time, you can avoid getting disconnected. To increase your credit limit, please deposit the desired additional amount as Security Deposit.

What is the Fair Use Policy?
The Citycell Fair Use Policy is designed to make sure that our Zoom service offers all of our data customers optimum value in terms of speed and reliability, whenever they use it. As per the Policy, Citycell reserves the right to restrict the data transfer rates of any customer (on the Unlimited Product) if we believe they are using the service inappropriately, affecting other users experience. The Fair Use Policy only affects a very small number of users on the network. Click here for details.

Where can I get after-sales service for Zoom Ultra?
Our nationwide network of Customer Care Centers and Points are equipped to provide after-sales service for your Zoom Ultra connection and device. Please visit www.citycell.com or contact our Helpline (121 from Citycell mobile and 011-99121121 from other operators) for details.

How Can I migrate from my existing Zoom (Pre/Post) to Zoom Ultra (Pre/Post)?
By swapping your existing 1x RUIM and 1x device you can able to enjoy different Zoom Ultra plan (Pre/Post)

Customer Gives Customer Pays (Tk.) Customer Gets
Zoom device & 1x RUIM Tk. 690 Zoom Ultra (RUIM + Device)
Only 1x RUIM Tk. 1290 Zoom Ultra (RUIM + Device)

* Conditions apply

Which services does Zoom Ultra offer?
Zoom Ultra offers a fast and reliable mobile internet service with packages available to suit a range of speed and download requirements.

Is Zoom Ultra suitable for use at my business?
It most certainly is and we would be very pleased to offer advice about using Zoom Ultra in the workplace. Just call our customer service and support line for more information.

Which operating systems and devices does Zoom Ultra support?
Zoom Ultra can be used with most computers and commonly used operating systems. Click here for details.

Is a Zoom Ultra connection more reliable than cable or dial-up?
We use state-of-the-art EV-DO technology, the evolution from CDMA 1x technology which means that you receive our internet service wirelessly. We don't have to rely on infrastructure which could become old and corroded. This allows us to provide the fastest mobile internet service.

What are the documents required for buying Zoom Ultra new connection?
We would request you to submit the following documents for subscribing a Zoom Ultra connection:
- Dully fill up user registration form (URF).
- Original NID and a photocopy of the same.
- 1 (one) copy passport size photograph.
- An identifier’s NID number, name & contact number.

How you can bar your service in case of RUIM is lost?
If you lost the connection, please visit Citycell Customer Care center, Customer Care Point or call 121 with proper information & document for disconnect your connection.

How do you restore the service if you get back the RUIM?
If you get back the RUIM, please visit Citycell Customer Care center, Customer Care Point or call 121 with proper information & document for re-connection.

What is the initial charge for getting activated Zoom Ultra Connection?
You need to pay Bundle MRP. For details, click here

What is the monthly charge of Zoom Ultra? Is there any additional charge above the monthly charges?
Please click here to see our Package Tariff and cost of additional usage.

Is the service number will change if migrate Zoom 1x to Ultra or vice versa?
No the service number will be same if migrate Zoom 1x to Ultra or vice versa.

Is there any option to purchase connection without visiting Citycell Premises?
Yes, please visit Citycellwebstore in www.citycell.com

Where can I get Zoom Ultra service coverage?
Click here to know about coverage

How long would it take to get a new connection activated?
In general it is 24 hours after A&A receives requests. However purchases at customer touch points get activated concurrently in most cases.

Do I need to pay for restoring my service after disconnection?
It depends on type of disconnection that precedes the restoration. For restore from disconnection under credit control action, bill payment is required. For restore that follows disconnection as per customer request, payment is required if there is any outstanding bill or customer has already exhausted his/her credit limit.

How to know your own Zoom Ultra number ?
If you are struggling to recall your own Zoom Ultra number then just write Mdn and send SMS to 7678 . You will receive an return SMS with your Zoom Ultra number.

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