FAQ

[Internet] I joined 1G Giga Internet but the speed is slow.
  • Internet speed is affected by a number of factors, including but not limited to PC work environment, condition of premise facility, cable (UTP) distance, etc. If you’re experiencing issues unrelated to your PC or private equipment (router) installed in your home, we may need to visit and inspect the problem.
    ※ For more information, contact KT’s Customer Center (dial 1583 without an area code from your mobile phone)
I cancelled the Internet last month but was billed this month.
  • Internet plans are post-paid, and you will be billed in the following month after your usage. Therefore, charges up to the day before your cancellation will be calculated and billed in the following month.
Are there any KT stores that provide support in foreign languages?
  • KT has Global Stores dedicated to our foreign customers, all across the country. Services are provided in a variety of languages including English, Chinese.
    ※To check the languages available by location, navigate to the ‘Stores’ menu.
[Internet] The router is broken, please fix it.
  • Other than services or devices provided by KT, we are unable to check for any malfunction in devices owned by the customer. Please contact the manufacturer.
    ※ You will be charged a call-out fee of KRW 15,000 (including VAT) if the reason for visit to your home turns out to be due to reasons other than problems with KT service/devices.
[Internet] Where do I contact if I’m experiencing problems with the Internet?
  • You can report issues to KT’s Customer Center, kt.com, or through My KT app. You need to login with your KT ID in order to carry outa diagnosis. Click on diagnosis to check connection status.
    ※Link to diagnosis page: https://kt.com/selfcare
What type of mobile service plans and additional services are available?
  • ∙LTE Pre-paid (Standard Charging): No service fee! Voice call rate is KRW 4.4 per second.
    ∙LTE Simple Charge Data Plus: Starting from KRW 8.8K for 500MB! Comes with free KT WiFi Service.
How can I turn on multi-language subtitles??
  • Go to Home menu: ‘Confirm' key on Remote Controller
    ※ Home menu▶Settings▶Channel/VOD▶Subtitle▶Select 'ON' and Language▶Save Go to Channel menu - Move to a target channel▶Confirm key▶Context Key (三)▶Subtitle▶Select 'ON'▶Select subtitle translation language▶Save
If I cancel my long-term contract before the end of the contract period, do I need to pay back the discounts I have received so far?
  • If you cancel your long-term contract before the end of the contract period, you will need to pay back the discounts received on service fee and modem rental fee.
    ※For more information, contact KT’s Customer Center (dial 1583 without an area code from your mobile phone)
What happens to plan rates after my contract period is over?
  • Unless the customer indicates otherwise, the contract is automatically extended every year once the contract period expires. Customers will be billed in the same way as with the existing contract. During the automatic extension period, the discount rate of the initial contract is applied. If the contract is cancelled during the automatic extension period, discounts applied during such period is not charged for repayment.
    ※Customers who used KT Internet for more than 3 years (or 4 years for Special) are eligible to apply for a renewal discount if they renew their contract.
What are the benefits of using pre-paid SIM?
  • You can use mobile/data service without a contract and top-up as much as you want. Topping up KRW 50,000 allows you to use the provided service for up to one year. Up to 200 minutes of free voice call between KT mobile phones are provided.
Is it possible to temporarily suspend my mobile service while I am on vacation or travelling?
  • Temporary Suspension of Mobile Service(: suspension on both incoming and outgoing calls) is allowed twice a year for up to 180 days.
     ∙ Suspension on outgoing calls only: Available for 30 days only, after which both incoming and outgoing calls are suspended.
     ∙ Monthly fee during suspension period: KRW 3,850 will be billed monthly.
    ※To apply for suspension, please call our Global Call Center (080-448-0100) or visit a nearby KT store.
Is it possible to suspend my mobile service for a long time while I am away (e.g. residing abroad)?
  • Long-term Suspension of Mobile Service(: long-term suspension on incoming and outgoing calls) is available with no limit on the number of times or period.
     ∙ Monthly fee during suspension period: KRW 3,850
     ∙ Please prepare documents to support that you will be staying outside of Korea, such as Certificate of Entry & Exit, Admission letter, Corporate Official Paper or a one-way flight ticket.
    ※To apply for suspension, please call KT’s Global Call Center(080-448-0100) or visit a nearby KT store.
[Internet] Do I need to pay for A/S costs if the internet doesn't work?
  • A/S call-out fee is not charged for reasons attributable to KT, such as malfunction in service or rental device required for using our service.
    ※ However, call-out fee of KRW 15,000(including VAT) will be charged if the reason for visit to your home turns out to be due to reasons attributable to the customer (malfunction of device owned by the customer, internet service of another operator, etc.)
I would like to use the internet on multiple PCs.
  • To use KT internet on multiple PCs, you need to sign-up for a dynamic IP service (homenet) or add an additional device to your service.
     ∙ Dynamic IP service (homenet): a service that allows Internet access for multiple PCs at a low rate by connecting up to 3 additional devices on top of the first device.
       > Separate access ID is given to the additional dynamic IP.
       > Additional device service: An additional service which provides high-speed internet access to an additional device (PC) by connecting a router to your basic internet service (1 line) ※If it is just one additional unit, you can use it without having to request for a separate service. However, when using dynamic IP service or additional device service, you must purchase the required equipment (hub, router) and configure the network yourself.
     ∙ Sign-up method: Contact KT’s Customer Center (dial 1583 without an area code from your mobile phone)
[internet] What do I do if the internet doesn't work during the night?
  • If you experience any problems while using the internet, you can request for A/S through KT’s Global Call Center(080-448-0100) or conduct diagnosis and request for A/S through kt.com. An IT engineer will be available for visit on the next day during business hours.
    ※ Link to diagnosis page: https://kt.com/selfcare
    ☞ Directions: kt.com Login▶Customer Support▶Diagnosis and request for A/S
How do I top-up my prepaid SIM card?
  • Automatic top-up: You can set up either a scheduled monthly top-up (on a specific date) or a balance-based top-up (when your balance falls below a certain amount).
    ※Credit card top-ups are allowed.
     ∙ One-off top-up: Call ARS 1500 (toll-free) to top-up or check your balance
     ∙ Available at more than 3,000 KT stores and KT plaza nationwide
Where can I find more information about SIM/PHONE/WiFi Router rental service?
  • Please visit roaming.kt.com.
[TV] Do I have to pay back the discounts I already received if I cancel my contract?
  • If you cancel your Genie TV service after the contract period is over, you will not need to pay back received discounts. However, if you cancel during your contract period, you will be charged to pay back the discounts received.
[TV] Genie TV doesn't work when I press the remote controller.
  • The set-top box (device connecting the Internet and TV) may be turned off or settings for external input may be incorrect. Try fixing this error using the following steps:
     ① Press the set-top box power button on the top of your remote controller to ensure you are in the set-top box mode. If the set-top box turns on when you press the power button on the box, check the batteries of your remote controller.
     ② Press the external input button on the remote controller several times to configure your display settings.
     ③ If it is still not working after following steps ① and ②, turning the power switch on the back of the set-top off and on again may help.
    ※If the problem continues, call our Customer Center (dial 100 without an area code, include area code if calling using mobile phone) for 24 hour technical support and to report any problems.
[TV] A message saying "No signal" appears while I am watching TV.
  • This may be due to incorrect external input configuration or if the set-top box (device connecting the Internet and TV) is turned off. Try fixing this error with the following steps:
     ① Check if the set-top box is turned on and the cables are connected correctly
     ② If there is no problem with the set-top box power and cable connection, check the external input configuration on your TV screen: check the connection cable between TV and the set-top box.
    ※If connected using an HDMI cable, set the external input configuration to "HDMI. (Use the external input button on your remote controller to set the configuration.)
    ※If connected using a component cable, set the external input configuration to "Component.” (Use the external input button on your remote controller to set the configuration.)
How can I use WiFi at a KT WiFi zone?
  • When you are in a KT WiFi Zone, search for a wireless LAN network on your phone and select KT WiFi. However, only KT mobile customers or WiFi Single/Multi/Flash customers can connect and use KT WiFi.
Where do I register MAC address?
  • After checking your MAC Address or WiFi address, you can register at kt.com > Customer Center > Service Guide > WiFi guide > Register MAC/ID
I have TVs both in the living room and bedroom. Can I use two [Genie TV] devices with one internet line?
  • Yes, it is possible. Genie TV Multiple Device Service allows you to use up to 8 Genie TV devices (one basic + 7 additional) on one Internet line installed in your home. The Genie TV service can be additionally installed for a lower price compared to the basic Genie TV line.
    ※ For more information on Genie TV Multiple Device Service, contact KT’s Customer Center (dial 1583 without an area code from your mobile phone).
[TV] The screen doesn't appear even if the set-top box (device connecting the Internet and TV) is turned on.
  • This may be due to external input configuration problems.
     ∙ Try fixing this error with the following steps:
       ① Press the external input button on your remote controller several times.
       ② Disconnect and reconnect the power cable on the rear of the set-top box.
     ∙ If the screen still does not appear, press the external input button on your remote controller several times.
    ※Rebooting STB: Power switch OFF→ON ▶ Reconnect power cable - External input configuration is usually set to HDMI, Composite, or Component.
    ※If the problem continues, call our Customer Center (dial 1583 without an area code from your mobile phone) for technical support.
[Internet] A window saying "Internet connection error" pops-up (NET-001)
  • This may be due to your modem or router being turned off, or due to bad LAN connection between the STB and your modem or router, causing bad network signal. Check the power status of your modem or KT router, etc.
     ① Reconnect the LAN cable between the set-top box and the modem or router. ▶ Reconnect the cable to the KT line (or WAN) port at the back of the set-top box and the LAN port at the back of your modem or router, and then check the connectivity.
     ② Reboot all devices connected to the internet and then check connectivity.
    ※If the problem continues, call our Global Call Center (080-448-0100) to report this issue.
I lost the remote controller, is it possible to purchase it separately?
  • Yes, it is possible to purchase the remote controller separately. Contact KT’s Global Call Center(080-448-0100). After checking basic information, including customer name, date of birth, and address and following the guided process, you will be able to receive a remote controller in 1~2 days. However, delivery may be delayed in remote(island/mountainous) areas. The cost will be included in your Genie TV bill in the following month. Standard remote controllers cost KRW 10,000 and smart remote controllers cost KRW 20,000.
[TV] The remote controller doesn't work.
  • This may be due to low battery in your remote. Try fixing this issue using the following steps:
     ① Press any button on the remote controller and check if the LED lights on.
     ② If the LED light blinks, reboot your set-top box (device connecting the Internet and TV).
     ③ If the LED light does not blink, replace the batteries on the back of your remote controller.
    ※If the problem continues, call KT’s Global Call Center(080-448-0100) for 24-hour technical support, as well as to report any problems.
[TV] After unlocking a temporary suspension, an error keeps occurring
  • Temporary error may occur after unlocking a temporary suspension due to synchronization delay (if the STB was turned on 10 minutes before unlocking, or after 2 days) 10 minutes after unlocking, turn off and on again the set-top box (device connecting the Internet and TV), or reboot by unplugging the power cord. If the same problem continues, call our Global Call Center(080-448-0100) for 24-hour technical support and let us know.
    ※ Rebooting set-top box: Power switch OFF→ON / Reconnect power cable.
What is
  • "WiFi Single" plan allows you to use one device of your choice (iPhone, PSP, smartphone, notebook, etc.) at all KT WiFi zones nationwide with unlimited data, without having to login using an ID/Password.
     ∙ Price: KRW 8,800 per month (including VAT) ※Available for KRW 7,920 per month if you enter into a 3-year contract.
Can the LTE egg+ price plan be used abroad?
  • The LTE egg+ price plan cannot be used abroad. However, Global-One egg (HW-E5885) and eggtalk(IML540) devices can be used for roaming. You must sign up separately for the roaming service through the Customer Center.
    ※ Go to Roaming webpage: (https://roaming.kt.com/rental/eng/main.asp)
[TV] The screen doesn't appear after changing the TV which connects to the UHD set-top box (device connecting the Internet and TV)
  • This may be due to external input or resolution configuration on your set-top box. Try fixing this error using the following steps:
     ① Press the external input button on your remote controller several times to configure the display.
     ② The screen may not appear if your set-top box is configured to 4K but your TV does not support UHD. Press the power button on the front of the set-top box for more than 5 seconds. The resolution will change to 1080i and the screen will appear correctly.
    ※If the problem continues, call KT‘s Global Call Center (080-448-0100) for 24-hour technical support and to report any problems.
How can I subscribe to KT mobile service?
  • Visit any KT store with the required documents below:
     ∙ General foreigners: Alien Registration Card, Permanent Resident Card or Passport
       ※ If you only have a passport, subscription is limited to pre-paid plans, which are valid for 90 days upon activation.
     ∙ Foreign National Koreans: Overseas Korean Resident Card
     ∙ Overseas-resident Korean Nationals: Certificate of Resident Registration
     ∙ Diplomat Offices Personnel: Diplomatic passport proving diplomat status, Public Affairs Passport, or Diplomatic Office ID
     ∙ USFK: Stationing Order + US Driver's License or Stationing Order + Stat ID
       ※ For USFK dependents, Driver's License of the dependent + Stationing Order(incl. Family status) or State ID of the dependent + Stationing Order(incl. Family status) / Temporary Driver's License is accepted only when it is still valid / Driver's License issued in Korea for a foreigner is not accepted as an ID
Friendship Bundle
  • 1. Promotion Period : ’21.4.1 ~ 9.30 2. Applicable Consumers: KT mobile consumers of the same nationality ※ Customers with new subscription/device upgrade/renewed subscription can enjoy discounted rates by applying for KT’s friendship bundle by the end of the next month ※ Original KT Consumers can also join the bundle (However, rate discount is not applied /Family Box benefit is applied ) ※ Bundle groups can include 2~5 lines (3G, LTE, 5G) [Representative LIne] Representative line must be decided when applying for the friendship bundle To add a line, change the representative line, or cancel the bundle, personal verification is required If the representative line is removed from the bundle, the new representative is decided according to the following guideline: ①KT mobile subscription date(oldest) ② Date of birth (oldest) / (volunteers accepted)
Can I sign up for a more affordable contract?
  • If you stay in Korea for more than one day, you are eligible for 12-month or 24-month plans with Shocking Sponsor Basic, Smart Sponsor, LTE Sponsor
    ※ Even if you enter into a 24 month contract plan, any change in your residency status, due to expiry of your stay or exit with no re-entry, may result in termination of the contract after prior notice.
How do I my mobile phone bill?
  • Possible payment methods differ depending on whether the plan is pre-paid/post-paid:
    ∙ Pre-paid: cash, credit card or pre-paid card
    ∙ Post-paid: credit card issued from Korean banks under your own name, or with direct debit from your Korean back account
    ※ For registration or changes using another person's bank account or credit card, visit a KT global store or call KT’s Global Call Center(080-448-0100).
When is my mobile phone bill due?
  • Due date by payment method are as follows:
     ∙ Automatic bank transfer: Select between the 21st, 25th, 27th of each month ※ If using automatic bank transfer, KT makes the withdrawal on the specified date. However, if there is insufficient balance in the account, additional withdrawal attempts are made (dates of additional withdrawal attempts vary depending on the specified withdrawal date, and they are shown on your monthly statement)
     ∙ Automatic credit card transfer: Select between 1st approval period and 2nd approval period:
       → 1st approval period: Payment processed between 11th~14th of each month
       → 2nd approval period: Payment processed between 20th~24th of each month
     ∙ Giro: Last day of each month ※ If the payment date is a public holiday, then automatic transfers are processed on the next business day.
       ※ Even if the payment becomes overdue, as long as the payment is settled within the month in which it is due, no penalties are applied.
       ※ Unpaid bills and current month usage can be paid at your nearby KT Plaza/store or through the Customer Center. (By credit card, dedicated account bank transfer, and real-time bank transfer)
[Internet] I would like to change the room where the internet is being used. Do I need to pay an additional fee?
  • If you are changing the location of the PC within your home, then you can request for an in-home transfer. This can be done by calling KT’s Customer Center (dial 100 without an area code). Transfer of internet will incur the following call-out fee:
     ∙ Customers who joined before March 1st, 2018: Transfer fee KRW 11,000 (including VAT) ※ Customers who have used the service for more than 3 years are exempt from paying the transfer fee, unless the internet is cancelled within 1 year.
    ∙ Customers who joined between March 1st, 2018 and February 20nd, 2023: Call-out fee KRW 27,500 (including VAT)  
    ∙ Customers who joined after February 20nd, 2023: Call-out fee KRW 36,000 (including VAT)
How can I change my phone number?
  • You can change your phone number with your phone and ID (provided the phone is registered under your own name) or by visiting a nearby KT global store.
Is there a contract period for service fee discounts?
  • Service fee discounts are provided if you subscribe to a contract plan for 12 or 24 months.
I used my phone for over 24 months. Am I automatically provided service fee discounts without having to make a separate request?
  • The discount program is applied upon customer's request. You need to contact KT’s customer center to subscribe for the discount program. For more information, please contact KT’s Global Call Center(080-448-0100) or visit a nearby KT global store.
Can I transfer my remaining data to friends or family members?
  • KT provides 'Y Data box' service to KT users who subscribe to a KT LTE smartphone rate plan. The 'Y Data box' enables KT customers to share up to 2,000MB of their data with other users.
How can I block or set a limit on mobile phone micro-payment service?
  • You can block or set a limit on micro-payment service by contacting KT's Global Call Center(080-448-0100) or by visiting a nearby KT global store.
What is KT phone safe-care service?
  • KT’s phone safe-care service is a comprehensive insurance/customer service for your mobile phone, which provides partial compensation in the case of loss or damage to your mobile phones, as well as additional benefits when upgrading your mobile phone. You can only sign up for this service within the first 30 days since you signed a new mobile plan or changed your mobile phone.
    ※ New sign-ups are restricted for this product at the moment.
How can I cancel my mobile phone subscription?
  • Cancellations can be made at your nearby KT plaza, KT store, or through KT’s customer center.
What are the required documents if I want to apply for long-term suspension of my mobile service?
  • ■ Basic documents: Individuals: ㅇ Application by the applicant: Identification card, document for confirmation of status ㅇ Application by an agent: Applicant's ID, agent's ID, document for confirmation of status - If the applicant's ID is not available then application for family member is acceptable with: family relationship certificate, agent's ID, document for confirmation of status Telephone ㅇ Send relevant documents to verify customer ID and confirmation of status via FAX Corporate accounts: ㅇ Application by company representative : Representative ID, Business registration certificate, document for confirmation of status ㅇ Application by an agent: Business registration certificate, a power of attorney or official letter with a corporate seal stamp, agent's ID, document for confirmation of status Telephone ㅇ Send relevant documents to verify customer ID and confirmation of status via FAX ■ Documents for confirmation of status to apply for long-term suspension Military service ㅇ Certificate of military service ㅇ Notice of enlistment: Printable from Narasarang website ㅇ Copy of resident registration certificate : Enlistment date must be shown - Enlistment date can be shown if resident registration certificate is printed including military service details ㅇ Confirmation of enlistment: Family can print via Military Manpower Administration website Residing overseas ㅇ Certificate of Entry & Exit ㅇ Admission letter ㅇ Corporate Official Paper ㅇ One-way flight tickets Missing ㅇ A copy or certificate of the missing report received from the police station Imprisonment ㅇ Copy of certificate of imprisonment ■ Period of temporary suspension: ㅇ Military service : Maximum 3 phone lines under the applicant's name, maximum 2 years for each line - After unlocking military service long-term temporary suspension, if suspension is reapplied, then the unlocked period in between is not considered part of the temporary suspension period. ㅇ Residing overseas, missing, imprisonment: No limit on the period, or the number of lines ※ The long-term temporary suspension period for military service, residing overseas, missing, and imprisonment used to be a maximum of 3 years, however, starting October 1st, 2019, the long-term temporary suspension period was changed to 2 years for military service, and no limit for residing overseas, missing, or imprisonment.
Can existing customers subscribe for service fee discounts?
  • Existing customers who are using eligible mobile phone and rate plans, and are not part of a sponsor contract, can subscribe for service fee discounts.
Can I watch Genie TV in my own language?
  • Genie TV provides multi-language subtitles for Korean TV channels without additional cost
     ∙ Available for UHD set-top box, GiGA Genie, Table TV users subscribing to Genie TV Home or Biz plan
     ∙ Available channels: JTBC, MBN, KTV, Yonhap News, Multi-cultural TV, tvN, TV Chosun, MBC every1, MBC Dramanet, Channel A, KBS1, KBS2, KBS Drama, JTBC2, KBS Joy, Olive, O tvN, XtvN, OnStyle
     ∙ Available languages: English, Japanese, Chinese, Germany, French, Spanish, Vietnamese, Uzbekistani, Thai, Filipino (Tagalog)
What is "WiFi Flash"?
  • "WiFi Flash" plan is for customers who wish to use WiFi for short periods, and can be purchased conveniently for 1 hour/ 1 day / 4 day periods. It provides WiFi zone wireless service at an affordable cost.
If I use up the data provided in my LTE egg+ price plan, can I continue using it?
  • If all the data provided in your price plan is used up, you will automatically be restricted from use. You can continue using it after you top up using Egg Data Plus.
    ※ For more details, contact the KT’s Global Call Center (080-448-0100).
What is
  • "WiFi Multi" plan allows you to use your various WiFi-enabled devices (notebook, PDA, smartphone, etc.) at all KT WiFi zones nationwide with unlimited data.
     ∙ Price: KRW 16,500 per month (including VAT). ※Available for KRW 14,850 per month if you enter into a 3 year contract.
If I register to block wireless Internet service, will connection to the WiFi network also be blocked?
  • Only access to 3G, LTE, and 5G data will be blocked. You can still connect to the WiFi network.
I want to search for a KT-WiFi zone in Apgujeong-dong, how do I find it?
  • You can search for availability of WiFi in your desired location using the link below.
    ※(Only available in Korean) kt.com▶ Customer Support▶ Service Guide▶ Service Coverage▶ WiFi▶ Check coverage: https://coverage.kt.com/ollehIntro
What is LTE egg+ ?
  • LTE egg+ is a data-only Egg product that uses LTE network (QoS 10Mbps). It enables various devices (smartphones, tablets, notebooks, etc.) to use data at an affordable price.
Is [LTE egg+] only available for KT mobile customers?
  • No. Anyone can sign up for LTE egg+ regardless of their telecom provider. Anyone including smartphone and tablet users of other telecom providers can sign up and use LTE egg+.
Is there a customer center dedicated to foreign customers?
  • For inquiries about mobile plans:
     ∙ Domestic: 080-448-0100
     ∙ Overseas: +82-2-2190-0901(Free on KT Roaming), +82-2-2190-1180 (chargeable)
    ※ For inquiries about wired plan and international call service, call 1588-8448
Can I get the bill in English?
  • To help the understanding of our foreign customers, we also issue bills in English. You can apply for this service if you currently receive bills by post mail or e-mail.