Fibre and your router

Fibre and your router

  1. Connecting to Wifi on your fibre router:

  1. Turn on the Wifi on your device and find the 2.4Ghz SSID (Wifi name), which should be on a label at the back of your router.
  2. Once you’ve found the SSID, you can insert the Wireless Key (Wifi password), this should also be found at the back of your router.




Other routers usually have the same principle.

Please check the back of your router/the manual for these details.


  1. Logging into the router interface:
    1. Once you are connected to the router (via Wifi or using a network cable), you can access the router’s interface using your web browser. 
    2. To do so, simply enter the router’s IP address into your browser’s navigation bar and log in using the router’s login details. In most cases, the default username is ‘admin’ and the password will generally be placed on a label at the back or bottom of the device. 
    3. If you cannot locate the login details or default IP address, please check the manual that came with the device.





Default IP:

Default Username: admin


Default IP:

Default Logon info

Username: admin

Password: admin

Router login details found at the back/bottom of the device or in the manual.


  1. Basic PPPoE (Username & Password) and IPoE (Automatic Authentication) settings:

If there are any issues with the setup of your router or due to troubleshooting, you have to set it up again, please follow the below steps. Depending on the type of service you have with us, you may need to use PPPoE or IPoE, this information will have been supplied to you in your activation email.

  •  Zyxel PPPoE setup: 

  1. In the bottom banner, hover over “Network Setting” and click “Broadband”
  2. Choose option 3 and select ‘’edit’’ , then update the ‘’PPP Information” namely, username and password that you were provided within the activation email.

3. All other details remain as is and click ‘’OK’’


  • Setup for IPoE:

Follow above information and edit the ‘’Encapsulation’’ dropdown to IPoE

  •   TP-Link and other routers:

On the side panel, click Network and select either PPPoE/IPoE:

Most routers come with a setup guide that will assist but the general steps above are the same across all routers, just the interface changes.


  1. Troubleshooting - No connection (no internet)
    1. The first step to take is to find out about any outages in your area on our Network Status page. We update it every few hours with any feedback we receive from our underlying providers.
    2. Please check that the cable connecting your router to the fibre ONT is connected securely/Wifi is turned on.
    3. If your Fibre box (ONT) and router are powered up (the power lights are both green) but there is a red light on either the ONT (fibre unit) or your router- to help, please reboot your computer, router and fibre unit.
    4. Simply turn them off, wait a full 30 seconds - and then turn them back on again. Wait for all the lights to stabilize.
    5. Your connection should reboot within a minute or two of turning them back on. 
    6. If the problem persists, please go through ‘’Basic Settings’’ to get your router reconfigured and test again.
  2. Wi-Fi Setup Zyxel (Personalizing your network name):

  1. In the bottom banner, hover over “Network Setting” and click “Wireless”
  2. To update your password, scroll down, deselect “generate password automatically” and enter your password
  3. Choose the 2.4G band, Enter your new Wi-Fi name into the “Wireless Network Name” field

  1. To update your password, scroll down, deselect “generate password automatically” and enter your password

  •   Wifi Setup on TP-Link and others:
    1. Please see the locations of the same information above on the TP-link and will be similar for most router (can also be found in the router manual
    2. Follow the green arrow to update the password and below that is the 5GHZ
    3. Click “apply changes/save” and you’re ready to roll. NB: Please note that you will have to reconnect all of your Wifi enabled devices (phone, laptop, etc.) using your new Wifi settings.


  1. Poor Wifi Signal:

Roughly 10% of slow speed complaints are due to the router not being able to spread the internet wirelessly throughout your home. To fix this, take a look at the following factors: 

Where your router is situated in your home: 

  1. Your Wifi signal is affected by thick walls, fish tanks, pot plants, mirrors, and various other items in your home. For the best speeds and Wifi signal, make sure your devices are in line-of-sight of the router. 
  2. It’s a good idea to place your router centrally in your home, or wherever you will be making the most use of your internet.

Size of your home: 

  1. If your house is very large or splits over multiple levels your router may struggle to transmit the signal evenly throughout your home. 
  2. If this is the case, we recommend that you invest in a Wifi Extender. Web Africa stocks Airties Wifi extenders, you will also find some pretty good options at your local PC hardware store. 

Limitations of wireless speeds on your devices: 

  1. Not all computers are created to handle high internet speeds. If you find that you get higher speeds on one laptop than another then it is because the device itself has speed limitations. 
  2. Needless to say, your higher-quality devices (and newer devices) can usually support faster internet speeds. Make sure you take this into consideration when purchasing expensive devices such as laptops, Smart TVs, tablets etc. 

Using the correct band: 2.4Ghz vs. 5Ghz

  1. Your Fibre Wifi has 2 channels: 2.4Ghz and 5Ghz. It’s a good idea to name these differently when you set up your Wifi settings so that you will know which is which.
  2. The 5Ghz channel can achieve much faster speeds but it has a short Wifi range - so it will only work well if you are in the same room (or pretty close) to your router.
  3. The 2.4Ghz channel is slightly slower, but it has a much wider Wifi range. So this is the best option if you are in a further situated room from the router.
  4. Make sure you remember to switch your Wifi channel to what works best for your household

What is the best channel for Wifi?

The best channel for your Wifi is the one not being used by most other Wifi networks around you (e.g. the neighbours). For example, if most other Wifi networks are using channel 11, try using channel 1 or 6 in your modem's Wifi settings.




If all else fails, pick up the phone and call us on 086 000 9500 available Mon-Sun 8 am to 8 pm.

  • For your convenience, we have a variety of support options available to our customers. 

Contacting Support



  • We have a super handy automated WhatsApp support line. 
  • To use it, add the number 0214649500 to your contacts as “Webafrica WhatsApp”.
  • Open your WhatsApp, search for the contact, and pop us a message. The bot who runs our WhatsApp is called “Willie” and he’s available 24/7. Not only can Willie direct you to useful troubleshooting articles, but he can also tell you if there are any outages.
  • If you contact “Willie” during our usual support hours, you can also opt to speak with a real support agent.


Email Tickets:

You can log a support ticket directly in your customer zone, or email the team at If you send a direct email, please remember to include your customer code and as much detail as you can about the issue you’re experiencing so that we know who you are and how to help you. 

Feel free to download our handy router guides below.

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