Fibre Q&A

Q: Why is Fibre better than ADSL?

Fibre is much, much faster than ADSL which means that your whole online experience is much faster eg. downloading emails and files, loading websites, streaming videos etc. This is because ADSL runs over your old telephone line which is a copper cable and was never really meant to do anything more than making sure you can phone your granny. Whereas Fibre was developed much more recently with the sole purpose of transmitting data at incredible speeds. Oh, it’s also made out of tiny glass particles so it doesn’t get nicked!


Q: Do I need a voice line/number from Telkom?

No. Fibre is completely independent of a bundled voice line. 


Q: Do I need a different Router?

Webafrica provides you with a free-to-use, pre-configured router. So you really don’t need worry about it. That said, you can use any router that has a LAN/WAN port, BUT it will need technical re-configuring if you didn't get it from us.


Q: What costs are covered in Fibre Freebies when they are running?

We reserve the right to revoke our Fibre Freebies deals at any time. Fibre Freebies are approved month by month and differ according to infrastructure provider. For Fibre Freebies which include free installation the number of meters covered differs according to infrastructure provider. Please refer to our Fibre page on our official website to find how many meters of installed Fibre line is covered in your chosen deal. This generally varies from 8 meters to 30 meters in deals which include installation, depending on the infrastructure provider. 

All Fibre Freebies currently include a free-to-use  router. These are valued at between R1000 and R2000 depending on your line speed. If you should choose to cancel within 12 months of activation or your account is suspended due to non-payment, you will need to either return your router to us in good condition or else you may choose to purchase it at it's original retail value. 


Q: What Line Speed should I get?

10 Mbps – 40 Mbps: Enjoy blistering fast internet speeds. This is a good option for media-rich data, streaming HD movies and super-fast downloads. The ideal for an online-active family.

50 Mbps – 100 Mbps: This is effing fast internet! If seamless high speeds are essential to your family or business, then this is the one. Let everyone on your network experience mind-bendingly fast speeds at the same time.

Check out this handy line speed guide on our blog, or find out more on YouTube.


Q:How many Gigs do I need?

20 – 50 GB: Perfect for several users to send and receive emails, browse news and social media, and view or upload photos.

50 – 200 GB: Ideal for significant Internet usage, including media streaming, gaming, VoIP calls (like Skype) and frequent downloads.

200 – 2000 GB: If you have lots of people using the Internet for everything including downloads and live streaming, these options will ensure you won’t run out of data.

Uncapped: The convenience of uncapped is that you don’t have to worry about running out of gigs or having to top up at an additional cost. 

 

Q: What’s the process of signing up for Fibre or to move from ADSL to Fibre? All you need to do is to sign up with us, once this is done, we will arrange the installation with the relevant provider. It’s as simple as that. As much as we would LOVE to connect you immediately, the time frame for a Fibre installation varies from provider to provider. You will receive updates from our dedicated Fibre team via Email. 

 

Q: I’ve just had my Fibre installed, what happens now? WebAfrica will arrange for a technician to come out to your premises and test that the service is working. This can take up to 48 hours. You will be contacted during this time for an appointment to be arranged. If your area is out of reach for our technician, WebAfrica will arrange for the router to be set up and tested at our offices. Once we are confident that the router will work, we will send it out to you for delivery, this can take up to 3 working days. Once you receive the router, please contact us so our dedicated Fibre team can help you get connected.

Q: What are the expected timeframes for a Fibre installation? We will absolutely try to get you up and running as quickly as possible. However timeframes can vary as we work with various providers and due to the complexities involved with getting fibre installed, such as laying cables and contracting builders, it can take up to 2 months. During this time, you will receive feedback from our fibre team as to where you are in the installation process.

Q: Unable to connect and the router light is orange, what does that mean? (Difference between blue and orange light) The router light indicates that there might be a fault on the line. When did the router light change colour? Have you tried powering it on and off, connecting to another device? If the issue persists, contact WebAfrica and we will assist you further.

Q: Can I Upgrade, downgrade or cancel?

For sure! We don’t do contracts, remember? So you can do any of the above at any time.

Upgrades are effective on the 1st of the new month.

Downgrades are effective on the 1st of the new month (if you downgrade before the 20th, otherwise it will only be effective the next month)

To Cancel – we need just one calendar month’s notice.

For all providers, if a customer cancels their service within 12 months of activation (or they become suspended due to non-payment) they will be required to cover their initial installation and connection fees, as well as return their router (or choose to purchase it). 

The installation and connection fees are as follows: 

  • Vumatel – R2730 (orders before July 2018) and R1010 (Orders after July 2018)
  • Frogfoot – R1710
  • Maboneng – R1710
  • Mitsol – R1710
  • Octotel – R1710
  • Openserve – R2280
  • Teralink – None
  • SADV – R1710


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