Frequently Asked Questions

Does Surfline offer voice services?

Currently, Surfline is only offering data services. Our customers can take advantage of a wide range of over-the-top services like WhatsApp, Telegram, Skype and Viber to stay in touch with their friends, family and business associates. Enabling voice services is part of our roadmap and we will let you know as soon as we roll it out

What do I do when I overscratch my recharge card?

Please contact Surfline Customer Care on 030 274 5777 or email us on Info@surflinegh.com or visit one of our shops for assistance.

How do I recharge my Surfline account?

You can recharge your account by logging in to MySurfline and clicking on "Credit Recharge" under "Plan Management." Once the "Credit Recharge" page opens, follow the instructions to purchase credit via either a scratch card/voucher or credit/debit card. Please contact Surfline Customer Care on 030 274 5777 or visit one of our stores for assistance with recharging your account.

Will I get a warranty on devices purchased from Surfline?

Yes, all devices will come with a 6-month warranty

What are the Shop opening times?

Our Shops are open from Mondays to Fridays, from 9:00am to 5:00pm and on Saturdays, from 9:00am to 3:00pm The malls are open on Sundays, from 12noon to 7:00pm.

Where can I locate a Surfline Shop?

Our Stores can be located at: 

  1. Osu: House No. F825, 11th Lane (Near Firefly)
  2. East Legon: 1st Floor of the American House
  3. Dansoman: Opposite Mr. Biggs, same building with Asia Gardens
  4. Spintex: 200 meters after Baatsonaa Total filling station or 50 meters after UT Bank, on  the opposite side of the road, when coming from the Coca-Cola roundabout
  5. Tema: Community One, opposite Obonu FM
  6. Accra Mall 7. Achimota Mall

How can I get information about Surfline?

There are many ways to get information about us;

  1. You can visit our website at www.surflinegh.com; or
  2. Contact our Call Center Team on 030 274 5777; or
  3. Visit our Surfline shops at Osu, East Legon, Spintex, Tema, Accra Mall, Achimota Mall and Dansoman; or
  4. Connect with us on Facebook: SurflineLTE; Tumblr, Twitter, Instagram: SurflineGH

Does the Wingle have a battery?

No. You can plug the Wingle into any powered USB outlet to turn it on and use it as a Wi-Fi hotspot.

How to install and setup your Wingle

To connect to a computer via USB:

  1. Plug the wingle into any available USB port on your computer
  2. Once inserted, please wait for the device drivers to be automatically installed. If the device does not automatically install the drivers, run the Mobile Wifi installer.exe from My Computer in your file explorer
  3. After the installation is completed, click on the Mobile Wifi icon shortcut created on your desktop to view your connection status. 

To Connect via Wi-Fi:

  1. Plug the wingle into any available USB port on your computer or into a USB power outlet to turn it on
  2. Wait for the blue network LED and the green Wi-Fi hotspot LED on the front of the device to light up
  3. On your usage device (Laptop, Desktop, Tablet, etc.), enable your Wi-Fi functionality and search for the Surfline 4G LTE Wi-Fi network. The full name of the Wi-Fi network is located inside the top cover of the Wingle ("SSID")
  4. Connect to the Wi-Fi network and enter the password when prompted. The password of the Wi-Fi network is located inside the top cover of the Wingle ("Wi-Fi Key")
  5. You should now be connect to the internet

How can I change the name of the Wi-F- network (SSID) that is broadcast by my Router

You can change the SSID in the WLAN settings of your Router's admin console.

  1. To access the admin console go to 192.168.1.1 in your web browser and enter your admin username and password. The admin username and password can be found in your Router manual
  2. Go to the Wi-Fi Tab--> Wi-Fi Settings. You can change the name of the Wi-Fi network in the SSID field.
  3. Click Submit to save the changes.

What is the maximum number of users per Router?

The Router can take up to 32 users on the wireless connection and 1 device on the LAN/cable port

What is the maximum number of users per MIFI?

The MiFi allows up to 10 wireless connections and 1 USB connection at any particular time

My device is faulty, what do I do?

Please visit any of our Surfline stores and see our tech support team or call Surfline Customer Care on 0302745777 for assistance with your faulty device.

How do I setup and install my Router?

Surfline LTE devices are plug 'n play, customer-friendly and easy to install. Follow these steps to setup your Router:

  1. Plug your Router to a power source and press the power button at the back to turn the Router on
  2. The power light at the front of the Router will turn on
  3. On your usage device (laptop, desktop, tablet, etc.), enable your wi-fi functionality and search for the Surfline LTE wi-fi network. The full name of the wi-fi network is located at the bottom of the Router ("WiFi SSID")
  4. Connect to the wi-fi network and enter the password when prompted to do so. The password is located at the bottom of the Router ("WIFI KEY")
  5. You should now be connected to the Internet If you require further assistance with the installation, simply contact Surfline Customer Care on 030 274 5777 or visit any of our Shops.

How do I setup and install my USB Modem?

Surfline 4G LTE devices are plug 'n play, customer-friendly and easy to install. Here's how to set up your USB dongle: 

  1. Remove the cap on the USB modem and insert the modem into an available USB slot on your computer
  2. Once inserted, please wait for the device drivers to be automatically installed
  3. After the installation is completed, your browser will be automatically redirected to the Modem interface page indicating your connection status If you require further assistance with the installation, simply contact Surfline Customer Care on 030 274 5777 or visit any of our Shops.

What type of devices does Surfline sell?

Surfline will sell 4G LTE connectivity devices including USB modems, Mi-Fis and Wi-Fi routers. In addition to the connectivity devices, we will also sell device accessories to help you get the most out of your Internet experience.

After I have purchased Surfline's 4G LTE service, is there an additional installation cost associated with setting up?

No. There is no installation cost for setting up the service

Where can I buy credit to top up my Surfline account?

You can buy credit from any authorised Surfline distributor or contact Customer Care on 0302745777.

What's the validity period for my data bundle?

Prepaid and postpaid bundles are valid for 30 days. Please note that because of our fast Internet speeds, it is possible to exhaust your bundle before the end of the 30-day period.

Can I buy multiple bundles at the same time?

You can purchase multiple prepaid bundles on your account through MySurfline. Your data balance will show the total balance across all your purchased bundles. The expiry date will be extended after each purchase.

What happens to my account data balance at the end of the expiry date?

For prepaid bundles, you can rollover your unused data balance if you activate another bundle within 3 days of the old bundle expiring. If you fail to activate a new bundle within 3 days of the old bundle expiring, you will lose all your unused data balance.

How do I check my current bundle usage?

You can check your current bundle usage by logging in to MySurfline and clicking on "My Account" under "Account Information." Once the "My Account Information" page opens, select the Surfline number you want to check and click on "Submit." On the page that opens, click on "Data Balance" to view your current usage. You can also contact Surfline Customer Care on 030 274 5777 or visit one of our stores for assistance with checking your current bundle usage.

How do I purchase Surfline's data bundle?

You can purchase a bundle by logging in to MySurfline and clicking on "Buy Bundle" under "Plan Management." Once the "Buy Bundle" page opens, follow the instructions to purchase a bundle via a data voucher, using your available credit or using a credit/debit card. You can also contact Surfline Customer Care on 030 274 5777 or visit one of our stores for assistance with purchasing a bundle.

What do I do if I am repeated disconnected or experiencing slow speed?

Try to move your access device location while checking the signal indicator bar. Sometimes changing your location can help correct problems with slow connection speeds. For further assistance and troubleshooting advice, please call Surfline Customer Care on 030 274 5777

Can the Wingle act as a Wi-Fi hotspot?

Yes. All you have to do is plug the Wingle into a USB port on a computer or any USB power outlet and wait for the Wi-Fi LED to turn on meaning the Wi-Fi hotspot is active.

How can I change the name of the Wi-Fi network (SSID) that is broadcast by my Mi-Fi

You can change the SSID in the WLAN settings of your MiFI's admin console. 

  1. To access the admin console go to 192.168.1.1 in your web browser and enter your admin username and password. The admin username and password can be found in your Mi-Fi manual
  2. Go to the WLAN --> Settings Tab --> WLAN Basic Settings. You can change the name of the Mi-Fi network in the SSID field.
  3. Click Apply to save the changes.

What is the range of the wireless terminals?

The range of the MiFi is 100m and that of the Router is 150m. Please note that these ranges are based on an ideal situation with no physical obstructions or other interference with the signal

What do I need to activate Surfline's data service?

You can visit any of Surfline's stores with a valid national ID to activate your prepaid service.

What do I do if I'm repeatedly disconnected or experiencing slow speed?

Try to move your access device location while checking the signal indicator bar. Sometimes changing your location can help correct problems with slow connection speeds. For further assistance and troubleshooting advice, please call Surfline Customer Care on 0302745777.

How do I setup and install my Mi-Fi?

Surfline LTE devices are plug 'n play, customer-friendly and easy to install. Follow these steps to setup your Mi-Fi: 

  1. Turn on your Mi-Fi  by pushing on the power button on the device
  2. The screen on your Mi-Fi (For the devices with Screens) will turn on showing the Surfline logo or a light will blink on on the device (For devices with no screen)
  3. On your usage device (laptop, desktop, tablet, etc.), enable your wi-fi functionality and search for the Surfline LTE wi-fi network. The full name of the wi-fi network is located inside of the back cover of the Mi-Fi ("SSID")
  4. Connect to the wi-fi network and enter the password when prompted to do so. The password is located inside the back cover of the Mi-Fi ("WIFI KEY")
  5. You should now be connected to the internet If you require further assistance with the installation, simply contact Surfline Customer Care on 030 274 5777 or visit any of our Shops.

Can I use my own device to access Surfline services?

Yes, so long as your device checks ALL these boxes: 1. LTE-enabled (check the device manual or box) 2. Can operate on LTE band 7, in the 2600MHz frequency range (check the device manual or box) 3. Has a SIM slot 4. Unlocked

Does Surfline have roaming services on their 4G LTE network?

Currently, Surfline services are only available within Ghana. Enabling roaming services is part of our roadmap and we will let you know as soon as the service is ready.

Can I port in/out of Surfline?

Currently the option to port in/out Surfline's network is not available

What are the anticipated speeds of Surfline's 4G LTE services?

Surfline's service brings fast data speeds, up to 10x faster than the existing 3G networks.

Where can I use Surfline's 4G LTE services?

Surfline's services are currently available in Accra and Tema. We have an aggressive growth plan to move into the rest of Ghana and achieve nationwide coverage as soon as possible.

What are the benefits of Surfline 4G LTE?

Surfline's 4G LTE network is designed to provide Ghanaians with fast and reliable internet. Our data service will transform how you connect with friends, family, business associates and colleagues. With Surfline, you can surf more, play more, learn more and do more on any device you use to access the Internet. Specifically you can; 

  1. Load websites faster
  2. Send and receive large documents with ease
  3. Download music and movies quickly
  4. Stream online videos with no wait time
  5. Use VoIP applications/facilities with no interruptions
  6. Upload selfies to Instagram instantly (clearly we saved the best for last)

How can I change the access password (Wi-Fi Key) set on my Mi-Fi Router?

You can change the Wi-Fi key in the Wi-Fi section of your Router's admin console.

  1. To access the admin console go to 192.168.1.1 in your web browser and enter your admin username and password. The admin username and password can be found in your Router manual
  2. Click on the Wi-Fi tab and then Wi-Fi settings. You can change the password in the WPA-PSK field.
  3. Click Submit to save changes

How can I change the access password (Wi-Fi Key) set on my Mi-Fi to something that I can remember?

You can change the Wi-Fi key in the WLAN settings of your MiFi's admin console.

  1. To access the admin console go to 192.168.1.1 in your web browser and enter your admin username and password. The admin username and password can be found in your MiFi manual.
  2. Click on Settings and click on WLAN to go to WLAN Basic Settings. You can change the password in the WPA pre-shared key field.
  3. Click Apply to save changes

How do I track my online payments and recharge history?

You can track your payment and recharge history under "My Profile --> My Transactions" through MySurfline. You can also contact Surfline Customer Care on 030 274 5777 or visit one of our shops for assistance with checking your payment and recharge history.

Can I put my account on hold?

You can put your account on hold if, for example, you are travelling or your device is stolen. The minimum period you can put your account on hold is 30 days.

How do I receive notifications about my account?

We will send you notifications via either email or SMS (depending on the preferred mode of notification selected at the point of activation) whenever there is an activity on your account.

What if I forget my username and password

You can reset your username or password via MySurfline. Please click on the "Forgot UserID or Password?" link. Follow the instructions on the page that opens to reset your username or password.

What is my username and password for MySurfline

You can set up your username and password by accessing MySurfline (www.Surflinegh.com/MySurfline). Click on "New Account" to open the new user registration page and follow the instructions on the page to set up your account and create a username and password You will now have access to MySurfline and can manage your account at your own convenience.

How do I manage my account?

Log in to our all new MySurfline (www.Surflinegh.com/en/MySurfline) with your username and password to manage your account, view your account details, recharge your account or check your transaction history , account balance and more..

My SIM card is inactive, what do I do?

Please contact Surfline Customer Care on 0302745777 or visit one of our stores for assistance.

What happens if my device is stolen / lost?

Surfline is not responsible for replacing a lost / stolen device. You may however contact Surfline Customer Care on 0302745777 or visit any of our stores for support.

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