A Helpful Guide
for Frequently Asked Questions

Dialog Mobile (Prepaid / Postpaid) Services

You may experience a slow data connection when trying to connect to the internet via your Dialog Mobile Data connection. Why is this happening?

Due to the exceptional circumstances we face today, we have observed a surge in broadband traffic. With work from home becoming a necessity, we have witnessed data traffic being deviated from office to home, and services such as video conferencing being used more than ever before. Customers are also using education / entertainment video based services for studying and entertaining themselves as they spend more time at home. These findings match those as seen globally, in countries also affected by this outbreak.

The internet traffic increase may vary between different locations and also may vary at different times of the day, which as a result, may affect the speeds at different times and locations. For certain applications they have throttled speeds at the application level to assist telecom operators to manage the upsurge in demand.

How is Dialog going to support you in mitigating this?

We are working on upgrading the network to the best of our ability to serve the unanticipated demand from our customers. We kindly request all our customers to bear with us for the time being on the overall reduction of connection speed as the network is shared across all users.

Is there anything you can do to increase your connection’s speed?

We would advise you to check the home broadband coverage and subscribe to an appropriate home broadband connection to increase the speed experience at home. A broadband connection can be purchased by navigating the below two links that will direct the customer to the new connection page based on the customer preference,

Currently, delivery areas are limited to Colombo 1-15. You will be notified upon expansion of delivery areas.

You may feel that you have been charged more for your Dialog Mobile Connection
In actuality this is not so, our rates are relatively cheap

We have been able to provide Sri Lankan Consumers & Businesses with Broadband Tariffs which are among the lowest in the World. This has been an outcome of efficient network set-up and good collaboration with the regulatory bodies in Sri Lanka.

How we can further facilitate you to get the best value for your Dialog Mobile Connection?

While already giving data at a lower price level compared globally, we have further given many free GB offers to keep our customers connected during these turbulent times. Dialog has extended its support with many services (detailed in the link https://www.dialog.lk/home) out of which some benefits are as follows;

  • FREE Talk time and Data distributed to customers;
    • All Dialog Mobile Customers - Free 7 day weekly pack of D2D 250mins, D2D 250 SMS & 1GB to all Dialog customers (This offer can be availed once every 7 days)
    • Home Broadband Prepaid – 5GB data for 7 days to customers with a low balance
  • Double Data Bonus Benefits - Buy 1 get 1 Free
    • Double Data on Data extensions for Mobile & Home Broadband (HBB) Postpaid customers
    • Doubled 4G Bonus to 100% for Prepaid Internet Users purchasing Online
    • Doubled Talk Time / SMS/ Data on Daily Blaster & Weekly packs
    • Double Anytime Data for Prepaid Data packs purchased via all online channels (banks, web, MyDialog App, USSD)

How can you find a more suitable package for your budget?

In order to further enjoy low data prices we would like to recommend the below options;

  • Pick a data plan (Please visit https://www.dialog.lk/mobile-broadband OR https://www.dialog.lk/browse/hbbRevampHomePage.jsp for more information) which suits your requirement and avoid using Pay as you Go (PAYG).
  • If you’re already using a data plan which is not sufficient for your usage it is recommended to subscribe to a higher data plan because the price per GB is cheaper as the data plan becomes larger
  • Use the Free Night Time quota of the said data plans for downloads so that you can optimize your internet usage and enjoy a cheaper price.
  • If you are a heavy Youtube user on your Mobile device, please subscribe to the 4G Video Blaster data plan which provides you Unlimited Youtube viewing with a separate Data Quota to be used for Non-Youtube usage
  • When watching videos reduce the resolution to suit the screen (Recommended quality on Mobile screens is 360p, Larger screens is 480p)
  • Check the data consumption levels and daily usage breakdown shown in the MyDialog App “view data usage history”
  • If you are a heavy broadband user at home, it is more cost effective to use Home Broadband than Mobile Broadband

Why is your Data Quota divided as Day Time & Night Time Data?

Mobile Broadband tariff plans offered by service providers in Sri Lanka include a Free Bonus Data Quota , referred to as “Night Time Quota”, which is added on to the Broadband Packages in order to reward customers with complementary network access during Night Time Hours (00:00 – 8:00) when the utilization of the network is at a less demanding level.

Broadband Operators in Sri Lanka are collectively proud of the fact that we have been able to provide Sri Lankan Consumers & Businesses with Broadband Tariffs which are among the Lowest in the World. This is not taking in to account the Night Time Quota, offered free of charge, with the data plans.

What are the steps have been taken to give you the best combination of ‘Day-Time & Night-Time Data Quota’?

We have taken note of the numerous requests from our customers to convert the Free of Charge Night Time Quota into Day/Anytime Time Quotas. While empathizing with our customers with respect to the increased requirement for Day Time usage, we regret to say that our networks would not be able to support the additional traffic load such a facility would generate during Day Time Hours (8:00 to 00:00), when the network is utilized heavily. The increase in traffic in such a circumstance would impact everyone when the traffic is at a peak during Day Time where high quality services are most required

We would like to inform you that, if you wish to enjoy Anytime Data Only, you can subscribe to “My Plan” via MyDialog App, where you are given the freedom to adjust the Data as well as Voice quotas at your preference.

What you can do to get the maximum usage of your data quota?

We would like to encourage our customers to defer non-essential usage & large volume downloads (e.g. movies, software upgrades) to the Night Time Hours (00:00 to 8:00) so that maximum usage can be made of these bonus quotas while relaxing the load on the Network during day time hours.

You may feel your data consumption is too high or being consumed without your knowledge?

4G technology enables the network to deliver a high speed internet to the mobile phone and hence the video services being used by the Mobile will auto-adapt the resolution level to a higher level. A higher resolution will consume a relatively higher data quota which is perceived by the consumer as “A lesser time being on internet for a higher data consumption”

What are the steps been taken to educate you on your data consumption?

While being committed in providing the fastest network experience via the most advanced broadband technologies to the Sri Lankan consumer, we have;

  • Provided transparency on the data consumed via MyDialog App (Total and daily consumption with an application level breakdown of usage)
  • Provided an option on MyDialog app to switch to “YouTube saver” mode so that the it will control the YouTube videos auto-adapting to High resolutions

What you can do to control your data consumption?

We would like to suggest few tips for the consumer to control their data consumption;

  • If you are a heavy Youtube user on Mobile phones please subscribe to the 4G Video Blaster data plan which provides Youtube without additional data charges with an additional Data Quota to be used for Non Youtube usage
  • When watching videos reduce the resolution to suit the screen (Recommended quality on Mobile screens is 360p, Larger screens is 480p)
  • Check the data consumption levels and daily usage breakdown shown in the MyDialog app under “view data usage history”
  • Subscriber to the ViU app to watch content such as movies / TV series and Live TV on Mobile without additional data charges

You may have a concern that you are not receiving concessions for our Services (ex: Free Data & Offers)

As the COVID-19 pandemic spreads across the globe, we understand our responsibility as connectivity providers to keep the citizens of Sri Lanka working, learning, informed and entertained at home during these uncertain and unprecedented times.

What we have offered in these prevailing times?

Dialog has extended its support to keep our customers connected during these turbulent times with many services (detailed in the link https://www.dialog.lk/home) out of which some benefits are as follows

Mobile Prepaid & Postpaid

In order to help all Dialog Mobile Customers stay continuously connected during this period where recharging accounts has been made difficult due to curfews and mobility restrictions, we have introduced a special 7-day Emergency Relief plan which gives Dialog Mobile users 250 D2D minutes, 250 D2D SMS & 1GB Anytime Data completely free of charge. In order to avail the benefit, subscribers must dial #006#. This free benefit will be provided to our consumers once a week throughout the curfew period.

Furthermore, for Prepaid Internet Cards activated ONLINE the Anytime quota of the data pack is now Double. This is done with the objective of supporting the Government’s measures to keep people within their home premises.

Postpaid

In order to help all the Postpaid customers maintain an uninterrupted service, Dialog will be holding off any disconnections due to non-payment of the February / March bill, without taking any credit action.

Additionally, in order to help all the postpaid customers manage the additional usage of data during this period we have Doubled the Data quota of for all the Add-on data packs (Buy 1 get 1 Free).

How you can be more aware about these offers

We would request the customer to visit https://www.dialog.lk/home to get a comprehensive idea of all the benefits we have given to keep our beloved customers connected during these unprecedented times allowing them total empowerment to avail the offers which best meet their needs.

You may have concerns on the payments not getting updated when paid through MyDialog

As the COVID-19 pandemic intensifies the government has taken steps to minimize physical interactions in the country, which we have witnessed in the banking space as well. With an overwhelmingly large share of people transitioning to digital banking platforms instead of using physical cash, the country’s payment systems are also experiencing processing delays

What are we doing in supporting you to have a seamless service on payments?

We are currently working our level best to increase our own capacity while working with the banks and other online payment service providers to improve customer experience.

What you can do if you face a predicament on payments?

We would kindly request our customers to bear with us for any delay in payment updates, and would like to assure you that if the payment amount has been deducted from your bank account or credit card, it will be updated within the next 24 hours. Please be kind enough to reach to us via our Hotline 1777 or WhatsApp number 0777678678 and notify us of any payment related concern.

What are the initiatives launched by Dialog as concessionary measures during this crisis period?

With the prevailing situation shifting the purchasing of daily necessities to online platforms, Dialog has gone the extra mile to do our part in helping Sri Lankans follow through with their social distancing efforts. In addition to keeping our customers connected during these turbulent times, Dialog has extended its support with many services (detailed in the link https://www.dialog.lk/home) out of which some benefits are as follows;

  • FREE Talk time and Data distributed to customers;
    • All Dialog Mobile Customers - Free 7 day weekly pack of D2D 250mins, D2D 250 SMS & 1GB to all Dialog Mobile Customers
    • Home Broadband Prepaid – 5GBs for 7 days to customers with a low balance
  • Double Data Bonus Benefits - Buy 1 get 1 Free
    • Double Data on Data extensions for Mobile & Home Broadband (HBB) Postpaid customers
    • Doubled 4G Bonus to 100% for Prepaid Internet Users purchasing Online
    • Doubled Talk Time / SMS/ Data on Daily Blaster & Weekly packs
    • Double Anytime Data for Prepaid Data packs purchased via all online channels (banks, web, MyDialog App, USSD)
  • Emergency loan facility for low balance Prepaid customers
  • Free Content with No Data Charges on Government Education Platforms such as Guru.lk, e-Thaksalawa and all official e-Learning platforms of State Universities etc.
  • All television channels (130) enabled without any extra charge to all Dialog Television customers
  • All Postpaid (mobile, TV, fixed) disconnections suspended

Queries about Dialog Home Broadband (Prepaid / Postpaid)

You may experience a slow data connection when trying to connect to the internet via your Dialog Home Broadband connection. Why is this happening?

Given the current situation, the general public is residing in the safety of their homes with multiple users and multiple devices using Fixed Broadband services, simultaneously. This has resulted in utilization increasing 2.5X in comparison to past usage. Thus, bandwidth shared among multiple devices result in users experiencing differences in speed due to bandwidth sharing of the resident CPE (router).

As data traffic deviates from office to residencies, Home Broadband is being used as a work from home connectivity platform for uses such as video conferencing, VPN, file sharing and accessing respective corporate systems. As a result, these applications that demand high bandwidth result in high utilization of bandwidth during peak hours.

Currently township related heavy corporate data traffic is distributed to the Edge / home locations of the corporate users. This unique situation has created an unprecedented demand to Edge traffic and has resulted in a reduced average throughput of the user. However, Dialog would like ensure users that we are giving the best throughput, covering most areas as of now, which is higher than the guaranteed minimum speed.

What are the steps we have taken to give you faster connectivity?

  • We perform proactive monitoring of our network 24x7 to maintain the consistency of data speeds as well as ensuring continuous upgrades take place.
  • We maintain over 2400 towers across the island to ensure uninterrupted connectivity to over 2.5 million Broadband customers while providing best in class broadband.

What you can do to get a better connectivity?

  • Switch off all unused devices to avoid automatic downloads as well as set respective apps and devices to download updates manually rather than automatically during peak hours.
  • Schedule auto downloads, auto updates, etc. to night-time (off peak hours, 00:00 to 8:00) to avoid multiple sessions which will result in data slowness.
  • Always ensure the required quality (360p, 480p, 720p, HD) is maintained via your application settings. Note that higher resolutions require higher bandwidth.
  • For better experience always try to place the CPE (router) at a location that displays three signal bars.

You feel you have been charged more for your Home Broadband Connection

Dialog HBB offers the lowest per GB price in the market for both main and extension packs. Additionally, customers can opt for a prepaid option which is offered for the first time in Sri Lanka where the price starts from as low as Rs. 25 per GB per day.

Across 230 countries in the world, Sri Lanka has been globally ranked by independent institutions as the 7th cheapest in terms of data pricing (https://www.cable.co.uk/mobiles/worldwide-data-pricing/#map). This is the result of a very efficient network setup and good collaboration with the regulatory bodies in Sri Lanka.

CPE is subsidized by 2000 LKR and Per GB cost is maintained at a minimal rate to provide better pricing to the customer.

How we can further facilitate you to get the best value for your Dialog Home Broadband?

  • We are committed to maintaining the lowest data prices in the world. (7th lowest data pricing (https://www.cable.co.uk/mobiles/worldwide-data-pricing/#map)
  • Data quota has been doubled for all Add-ons for all Home broadband accounts (offer valid till 20th April). 1.5 Million GB worth Rs. 100Mn has been provided Free of Charge as Bonus Data among customers as at 31st March.
  • Double data for all the Per Day Home Broadband recurrent data packs has been offered. (Offer valid till 20th April). 50,000 GB provided as Bonus Data among customers as at 31st March.
  • Dialog Home Broadband fixed line customers are offered Unlimited Voice Calls to all the Dialog fixed lines (offer valid till 30th April.) 50 000 free voice minutes has been used as at 31st March.
  • Dialog Per Day Home Broadband Cx’s whose balance <=500 mb for last 7 days are offered 5GB for FREE (Total 173,970GB has been allocated for the same)
  • Dialog Per Day Home Broadband CDMA Cx’s (Fixed Line Cxs) whose balance <=50 LKR are offered Rs.50 Reload for FREE (Total Rs.3Mn worth Reloads have been allocated for the same).
  • Educational sites such as Guru.lk, Nenesa, e-thaksalawa have been whitelisted (data not charged) to provide the maximum benefit to students.

How can you find a more suitable package which suits your budget?

Postpaid – You may use entertainment platforms such as ViU free data, larger data add-on packs which provide cheaper pricing per GB for home broadband and supports large volumes (about half the price per GB). Additionally, you could reduce resolution in video apps and monitor data usage by application regularly in MyDialog app

Prepaid - You may use entertainment platforms such as ViU free data, activate recurrent, onetime or weekend data packs rather than PAYG add-ons.

Most customers tend to use YouTube on Home Broadband assuming they are on YouTube flat rate on Mobile Broadband. Thus, ensure the most appropriate network is chosen to reap the maximum benefits from Dialog.

Customers are encouraged to use their night-time quota for downloads, system updates etc. in order to ensure that their Anytime data quota can be used efficiently during the day for browsing and other applications that are not data heavy.

You may feel your data consumption is too high or being consumed without your knowledge?

  • Most apps (ex: YouTube, Netflix) are automatically configured to HD quality (HD consumes up to 3GB per hour, SD quality 1GB per Hour), thus the data consumption will be undoubtedly high.
  • Multiple devices connected to Home Broadband can also result in high data usage without users realizing it. Ensure multi-device connectivity is monitored by the end customer.
  • Customers tend to watch short clips or the first few minutes of long videos. Even if they watch one minute of the video, the full video will be buffered without users realizing it and cause to download most content of the video to your mobile /pc unknowingly.
  • Multi party and network gaming software can consume large data volumes for their upgrades unknowingly (X-box, PS4, etc.)
  • Tools to work from home such as Video conference, zoom, O365 can also consume large amounts of data when users do not restrict the streaming quality to SD.
  • Stop or re-schedule auto updates to night time (off peak hours i.e. 00:00 to 8:00). Devices will auto update when connected to a Wi-Fi device and as a result data usage on Home Broadband connection can be higher.
  • Data can be consumed due to apps in the devices running in the background, additionally data usage cannot be measured accurately in the manner of a voice call being measured. For example, the data consumed during 5 minutes spent scrolling through a social media news feed cannot be accurately calculated and displayed. Similarly, data can be consumed due to the increased downloads and uploads of media on instant messaging platforms.

What are the steps been taken to educate you on your data consumption?

  • We offer you full transparency of your Data usage via MyDialog app.
  • Customers are informed via SMS on reaching FUP to avoid PAYG (Pay as you Go) specifically for prepaid customers.

What you can do to control your data consumption?

  • Always ensure the required quality (SD, HD, HQ) when watching on PCs and devices. This is also applicable for video conferencing applications if data consumption is a concern. Use the video option only if necessary and use the audio option as much as possible
  • Use MyDialog App to monitor daily Data usage by category. Users can obtain an idea of their usage pattern based on same.
  • Schedule auto downloads, auto updates, etc. to night-time hours for better utilization of your Any time Data.
  • Use data free services such as ViU app for entertainment purpose instead of paid apps.
  • Turn off automatic playing of media on social media platforms and reduce the buffer time.
  • Be mindful of the size of media shared on instant messaging platforms
  • Be mindful of Gaming Devices, as it may download upgrade patches without your knowledge. Need to schedule and work out best time for such downloads /upgrades

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