Frequently Asked Questions: Fibre FAQs

Q: Why choose Fibre over ADSL?

Fibre is faster and more reliable than ADSL. This means that your whole online experience is more seamless and streamlined. 

ADSL runs over your old telephone line which is a copper cable which deteriorates. These cables are no longer being maintained by the telephone company and are being phased out in favour of Fibre and LTE.


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

No. Fibre is completely different. Once the Fibre company has installed Fibre in your street you will have the cables installed directly to your home. These are totally different to phone lines and have nothing to do with Telkom.


Q: Do I need a different Router FOR FIBRE?

Yes. Webafrica provides you with a free-to-use, fully insured Fibre router when you sign up with us for any Fibre package. So you don't need to buy one. You may use it for as long as you're a Webafrica customer. 


Q: What Line Speed should I get?

Check out this handy line speed guide on our blog. 



Q: How many Gigs do I need?

20 – 50 GB: Fine for a single user to send and receive emails, browse the web and social media, and view or upload photos.

50 – 200 GB: Good for a single user or small family to do the above as well as a stream in SD, make VoIP calls (like Skype) and frequent downloads.

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

Uncapped: Never run out of bandwidth again. 

 

Q: What’s the process of signing up for Fibre or moving 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. If you are an existing Webafrica customer you can visit your customer zone and you will see all of the internet options available at your address at the bottom of your customer zone dashboard.   

 

Q: I’ve just had my Fibre installed, what happens now? 

Webafrica will send you your pre-configured router. This can take up to 3 days. All you need to do is plug it in and you're good to go. Please keep an eye on your phone for a call from us to arrange delivery. If you don't hear from us within 2 working days of the line being installed please give us a call. The installers don't always update us right away. 


Q: How long does it take to get Fibre installed? 

Installation times vary according to the underlying infrastructure provider and their availability. Currently, the estimated installation time for each provider is as follows:

  • Openserve: 7 Days
  • Octotel: 14 Days
  • Vuma: 14 Days
  • Vuma Aerial: 30 Days
  • Frogfoot: 14 Days
  • Evotel: 10 Days
  • Maboneng: 7 Days
  • SADV: 28Days
  • Teralink: 14 Days
  • Mitsol: 7 Weeks
  • Clear Access: 14 Days
  • LightStruck: 14 Days


Q: I am on a capped Fibre account, does my unused data rollover? 

Unfortunately, no. We are not currently able to roll over unused monthly allocated data on capped Fibre accounts. However, If you have TOP-UP Fibre data on your Fibre capped package this DOES roll over until it's all used up. 


Q: Can I Upgrade, downgrade or cancel?

Yes, you can. 

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 following month).

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

The Fibre router supplied to you remains the property of Webafrica so you will need to send it back to us. 

If you cancel your Webafrica service within your first 12 months you will be liable for the installation and / or connection fees which Webafrica subsidized when you signed up. 

If you are MOVING HOME or CHANGING TECH - but you still want to stay with Webafrica - you don't have to cancel. We will help you move or change your service and as long as you stick with us, you don't need to pay for your previous installation fees. 


The clawback fees currently associated with each underlying provider can be found on our Fibre page.


If you have any more questions please visit the Fibre solutions page here.

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