Frequently Asked Questions
Who is TLS?
Technical Links Services (TLS) is a neutral licensed telecom operator in the Kingdom of Saudi Arabia, owned by Mawarid Group.
We operate a nationwide network spanning over 60,000 km and connect over 750,000 households.
TLS provides the network infrastructure to licensed service operators which enables them to deliver connectivity to the end users, supporting the Saudi Vision 2030 goals.
What services does TLS provide?
TLS offers network infrastructure services, including:
- Dark fiber service
- High-throughput capacity and fiber connectivity
- Data center and colocation services
- Tower backhauling
- Border-to-border fiber connectivity
- FTTx and open access service
Who are TLS’s target customers?
TLS collaborates with KSA's licensed operators to connect and serve the end users to provide them with high-speed internet and reliable connectivity to homes and businesses.
While end users subscribe directly through these providers, TLS plays a vital role behind the scenes by providing last-mile connectivity to operators through our robust fiber infrastructure.
What is FTTH?
Fiber to the Home (FTTH) delivers connectivity directly to residences and businesses using fiber-optic cables, ensuring much higher speed, greater stability, and better energy efficiency than traditional DSL or cable connections.
As a future-ready technology, it can easily scale to support the ever-growing demands of activities like streaming, gaming, video calling, and smart homes and services without needing frequent upgrades.
How do I check if I am covered by TLS?
- Coverage Map: Using your location, check to see if TLS covers your area through this link .
- Optical fiber distribution box (ODB) : An optical fiber distribution box (ODB) is used to distribute, splice, terminate, and store optical cables. It organizes the cables and protects it from the elements and harsh weather. You can find your TLS fiber box outside of your home.
- Check your home: Please take a look outside of your home to see if there is a TLS fiber box. If you cannot locate the box, then unfortunately your home is outside of TLS’s coverage.
How do I sign up for fiber connectivity?
If you are requesting fiber connectivity for the first time, then you will need to sign up by providing your email address and creating a password. You will then receive an email to confirm your email address. Once you have successfully entered the portal, click the Apply button to begin placing your request. You will need to provide the following personal information:
- National ID
- Full name
- Date of birth
- Mobile number
- Information regarding your address (national address, city, region, etc.)
- Customer type (either individual or business)
Please ensure that all your personal information matches official records otherwise you will face issues when attempting to submit your request.
Once you have successfully placed your request you will receive an email and text message confirmation from TLS.
If you have already created an account, then simply sign in using your email address and password.
All of my personal information is correct, but I am facing issues with placing an order request. What should I do?
Please reach out to support@tls.sa and share a screenshot of the error message and provide additional details so that we may follow up on the issue.
How can I check if my area is covered within the TLS fiber optic network?
Click here to view the TLS coverage map and confirm availability in your location. For the latest updates on newly covered areas, be sure to follow us on X.
What is the metal plate number and why is it important?
The metal plate is an identification tag fixed outside your building or residence, showing an 11-character reference number. It is required to place an internet order with your preferred service provider.
Can I request internet service without a plate number?
No. A valid plate number is required to complete activation.
How can I obtain internet services through authorized service providers using TLS’s network?
If your location is served by TLS, you can approach the following telecom companies:
Does TLS provide services directly to end users?
No. TLS connects service providers to end customers. To order broadband internet, please contact your preferred service provider.
What are the internet and broadband service fees?
Please refer to the sales channels of the licensed telecom companies for pricing details, as TLS does not provide services directly to the end user.
How long does fiber installation take?
If your home or building already has a TLS box and plate number, installation typically takes up to 90 days once your request status changes.
Do I need to be at the location during installation?
Yes. You, or someone you authorize, must be present to allow access and confirm the TLS fiber box placement.
Where will the fiber box be installed?
The TLS technician will recommend the optimal spot for coverage. Once installed, the box’s location should not be changed without assistance from your provider.
What should I do if my order request is delayed?
Please contact your service provider for updates.
If more than 90 days have passed since activation, you may also fill out the Customer Support Request form.
Alternatively, send an email with your TLS reference number and request details to support@tls.sa.
My information (National Address, Date of Birth, Full Name) was not accepted when placing an order on the portal. What should I do?
Ensure that all details exactly match official records. If issues persist, send a screenshot of the error along with any additional information to support@tls.sa.
Who should I contact if I have problems with the service (i.e. internet, speed, connection, etc.)?
For all internet and connectivity related issues, please reach out to your service provider. TLS does not provide technical support directly to end users.
Who activates my internet service? And when will it be activated?
Your service provider is responsible for activation and billing. Contact them to follow up on your request status. Please note that TLS does not send invoices or collect payments from individuals.
How is fiber installed in a neighborhood?
Fiber deployment is carried out in several stages:
- Excavation for dedicated pathways.
- Laying protective pipes inside the excavated pathways.
- Sealing and repaving the site with concrete.
- Installing fiber cabinets and connecting them to the network.
- Configuring the cabinets and registering them in the company’s system.
I am moving and need to move the fiber box, what should I do?
Please contact your service provider as they are responsible for all relocation-related inquiries.
How do I contact TLS for additional inquiries?
For technical issues (website/FTTH portal access, installation delays, ODB/plate activation, or other issues), please contact us at support@tls.sa.
For inquiries related to procurement, contracts, HR, commercial, partners & vendors, or government relations, please contact us at info@tls.sa.