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1. What happens if I exceed my plan quota, and what do extra GBs cost?
Prepaid subscribers
You can buy extra GBs by credit card in the Cyberia app or on the website, or at any Cyberia authorized dealer:
Extra GBs do not expire with your plan.
Any unused balance is carried over and used automatically once your plan quota is consumed.
Bank Domiciliation subscribers — capped account
When you reach your plan quota, the connection stops and you are not billed any extra fees. To keep browsing, open the account management page and submit an uncap request under "Add Extra GBs", or buy one of the packages below:
Extra GBs do not expire with your plan.
Any unused balance is carried over and used automatically once your plan quota is consumed.
Bank Domiciliation subscribers — uncapped account
Over-consumption is charged at LBP 25,000 per GB and appears on your next cycle's bill.
Note: You can switch your Bank Domiciliation account between capped and uncapped at any time.
Note: An Unlimited Evening or Unlimited Night add-on does not exempt you from this. Its traffic does not consume your base plan quota, but on a prepaid or capped account the plan is disabled once that quota runs out, and the add-on stops with it. Adding extra GBs restores both. See question 8.
2. Is my monthly quota cumulative?
No. Quota does not roll over — any GBs left at the end of a cycle are lost.
(Purchased extra GBs are the exception; see question 1.)
3. Are Unlimited plans really unlimited?
Unlimited plans are governed by Cyberia's Fair Usage Policy (FUP), which sets out how heavy usage is managed so the service stays fair for everyone. The full policy is available here.
4. How do I change my Internet plan?
Bank Domiciliation subscribers
Open the Cyberia app or
My Account, select your account, and go to Change Plan. Select the plan you want; it takes effect at the start of your next cycle.
Prepaid subscribers
Select the plan you want when you renew. It takes effect as of the coming cycle.
5. What does it cost to freeze my account while I am away?
The freezing fee depends on your service:
6. How do I freeze or unfreeze my Internet account?
Bank Domiciliation subscribers
1. Open the Cyberia app or
My Account.
2. Select your account, go to Change Plan, and choose Freeze as your next plan. The request is executed at the beginning of the next cycle.
3. To unfreeze, repeat the same steps and select the plan you want for your next cycle.
Prepaid subscribers
1. Open the Cyberia app or
My Account.
2. Select your account, go to Renew Subscription, and choose Freeze as your plan. If your account has already expired, the freeze applies to the current cycle. If it is still active, the freeze applies as of the next cycle.
3. To unfreeze, repeat the same steps and select the plan you want when renewing. The same timing rule applies.
Note: Your subscription must be paid without skipping any month. If your account has been expired for more than one cycle, renew the skipped period as Freeze before you can reactivate with a new plan.
7. How do I cancel my subscription?
Open the Cyberia app or My Account and select "Request for Account Cancellation". Fill in the form; our Customer Care Unit will call you to confirm before proceeding.
8. What is Refer a Friend?
Refer a Friend rewards you for bringing new customers to Cyberia. Register the referral online before your friend enrolls, and once their service has been delivered your reward is credited. What you receive depends on the account you refer from — see question 9 for the rewards and question 10 for the full terms.
Note: Refer a Friend applies to DSL subscriptions only. Fiber (FTTH) plans do not earn a reward, and a referred FTTH account does not qualify.
9. What reward do I get for referring a friend?
The reward depends on the account the referral is made from:
| Your account | Reward per referral |
|---|---|
| Residential DSL | 1 month free, based on your existing DSL plan |
| DSL + TV Bundle | A one-time 20 GB extra quota |
| Unlimited DSL + TV Bundle | No reward |
Note: The free month covers your main subscription plan only. Add-ons are not included in the reward — any add-on on your account is billed as usual during the free month. See question 11.
Note: "Unlimited DSL + TV Bundle" refers to the Unlimited plan. It does not mean a plan carrying the Unlimited Evening or Unlimited Night add-on — those add-ons do not affect your referral reward. See question 11.
10. What are the Refer a Friend terms?
11. What add-ons can I add to my plan, and how much do they cost?
Add-ons are optional services you can attach to your existing Internet plan. Availability and pricing depend on whether you are on DSL or Fiber (FTTH):
| Add-on | DSL | Fiber (FTTH) |
|---|---|---|
| Unlimited Evening (7 PM – 7 AM) | LBP 500,000 (HT) / month | Not available |
| Unlimited Night (11 PM – 7 AM) | LBP 220,000 (HT) / month | LBP 360,000 (HT) / month |
| Parental Control | LBP 180,000 (HT) / month | LBP 180,000 (HT) / month |
Note: Unlimited Evening and Unlimited Night traffic does not count against your base plan quota — the two are separate. However, on prepaid accounts and capped Bank Domiciliation accounts, the plan itself is disabled once the base plan quota is consumed, and your add-on stops with it. Add extra GBs to restore the plan and your add-on. Uncapped Bank Domiciliation accounts are not affected. See question 1.
Note: Add-on prices above are exclusive of tax (HT). See question 9 for how to enable or disable an add-on, and question 10 for when you are charged.
12. How do I add or remove an add-on?
1. Open the Cyberia app or My Account
.
2. Select your plan and go to Manage Add-ons.
3. Enable or disable any add-on available for your plan.
Add-ons are paid using the same payment methods as your subscription. When you are charged depends on that method:
13. Am I billed before or after I use the service?
It depends on your payment method.
Note: Bank Domiciliation is the only method under which anything is charged after use. The recurring subscription itself is always billed in advance.
14. When does my billing cycle start and end?
The billing cycle runs from the 1st of the month to the 1st of the following month. The same cycle applies to your subscription and to any add-ons.
Note: Prepaid subscribers: if you renew or pay after the 1st of the month, you pay the full cycle fee — charges are not prorated — and the service runs until the end of that cycle.
15. What payment methods are available?
16. How do I change my payment method?
Open the Cyberia app or My Account, select your account, and go to Change Payment Method. You can switch from prepaid to bank domiciliation and vice versa. For bank domiciliation, submit the Bank Domiciliation agreement signed by you and stamped by your bank.
17. How do I receive my bill?
Bank Domiciliation subscribers can receive monthly invoices by email. Send your email address to ccu@cyberia.net.lb to start receiving them.
18. How do I bundle my Internet account with Cablevision?
If you subscribe to Cablevision (MVDS/Satellite), you can bundle your TV subscription with your Cyberia Internet subscription. You get a special rate on Cablevision and pay both subscriptions in a single transaction through Cyberia.
1. Open the Cyberia app or
My Account.
2. Select your Internet subscription and go to Manage TV Bundle.
3. Enter your receiver Smart Card number and confirm the plan you want to bundle.
Discounted monthly rates:
19. How do I unbundle my account from Cablevision?
Open the Cyberia app or My Account, select your account, and go to Manage TV Bundle. You will see the bundled smart card — click or tap "Unbundle" to detach the TV service from the Internet service. After unbundling, each service is paid separately.
20. Does watching CV+ use my Internet quota?
No. CV+ is Cablevision's TV streaming service, and its traffic is zero-rated: watching it does not consume your monthly plan quota. This applies on both DSL and Fiber (FTTH).
Note: Zero-rating does not keep CV+ running once your account is suspended. On prepaid accounts and capped Bank Domiciliation accounts, the plan is disabled when your base plan quota is consumed, and CV+ stops with it — the same as an Unlimited add-on. Add extra GBs to restore the plan and CV+. Uncapped Bank Domiciliation accounts are not affected. See question 1.
21. What do I need to subscribe to DSL or Fiber?
22. What if I do not have a landline?
If you are applying for Fiber (FTTH), Cyberia can purchase a virtual landline on your behalf. In that case, you need to provide the following in addition to the documents listed in question 21:
Note: A virtual landline is available for Fiber applications only. A DSL subscription requires an existing landline.
23. Do I still need to pay my landline bills to Ogero?
Yes. Your DSL or Fiber service runs over an Ogero landline, and that line is billed by Ogero separately from your Cyberia subscription. Paying Cyberia does not cover it.
Note: If the phone bill goes unpaid, Ogero may disconnect or cancel the line — and your Cyberia DSL or Fiber service stops with it.
24. Do I have to pay for a virtual landline?
Yes. If Cyberia purchased a virtual landline on your behalf for a Fiber subscription (question 22), you are the subscriber of that line and must pay its phone subscription to Ogero, exactly as you would a regular landline.
Note: The same rule applies: if the virtual line's bill goes unpaid, Ogero may disconnect or cancel it, and your Fiber service stops with it.
25. How do I check my application status?
Click "Track Application". In the Cyberia app, tap "Track Application" under the Profile section.
Enter your landline number to see your application status. This applies to both DSL and Fiber (FTTH) applications.
26. How do I create an account on the mobile app?
1. Download the CYB app from the App Store or Play Store.
2. Log in with your mobile number and verify with the OTP.
3. If you already have a profile or accounts registered under your mobile number, they load automatically. Otherwise, enroll your account(s) manually.
27. How do I check my consumption and plan?
Open the Cyberia app or My Account, log in, and select your account to view consumption details.
28. How do I follow up on a support ticket?
A ticket is registered automatically when you report a problem. To track it, open the Cyberia app or My Account, select the account, and go to Support Tickets.
29. What is the difference between ADSL and VDSL?
Both ADSL (Asymmetric Digital Subscriber Line) and VDSL (Very High Bitrate Digital Subscriber Line) run over copper telephone lines. Actual speed depends on your distance from the exchange.
VDSL is usually available within 500 m of the Central Office, or in areas served by Fiber to the Cabinet (FTTC) infrastructure.
30. What is the difference between DSL and Fiber (FTTH)?
DSL runs over copper telephone lines, so your speed depends on how far you are from the exchange. Fiber (FTTH) runs over an optical fiber line all the way to your premises, which delivers considerably higher speeds. Available FTTH speeds depend on the Data Service Provider (DSP) serving your area:
For comparison, DSL reaches up to 20 Mbps on ADSL and up to 50 Mbps on VDSL. Fiber is available only where FTTH infrastructure has been deployed.
