We are experiencing several issues due to Eskom's load-shedding. If you have been affected by load shedding, please read this carefully.
Once power returns, it can take up to 2 hours for the network to normalise and your connectivity to be restored.
You may experience any of the following issues due to load shedding, even after your electricity has been restored:
No power to Fibre ONT device / Red lights on the Fibre ONT box
This can take an additional hour or two to be fully restored.
This is because every connected home in your area is trying to reconnect at the same time – which causes a bottle neck effect on the local networks.
Orange light on your router
This means the router was reset and will need to be reconfigured.
Please contact our technical support team on 0860009500 as we will have to help you with this.
Your router does not switch on AT ALL (NO lights)
(If the electricity is back on, but your router won't switch on again at all, even after a few hours, and there are NO LIGHTS displayed)
This means it’s probably blown due to extreme power fluctuations. Email us at email@example.com and we’ll replace your router as quickly as possible (provided you are using one of our Webafrica Free-to-Use routers).
If you reside in JHB, PTA, DBN, CPT: Please have your “Eskomed” router ready for collection when the driver drops off your replacement router.
For all other areas your router will be couriered and may incur a delivery fee, and you will need to courier the broken one back to us.
We apologise for the inconvenience and thank you for your patience as we all work towards a sustainable resolution to the load shedding issue.