Help
Straight answers, no runaround
The questions we actually get asked, answered the way we answer them when you write to us.
Getting connected
- How do I know which plan suits me?
- Streaming and working from home? Start at 300GB full-speed (LTE Plus) or 30Mbps fibre. Big households and heavy streaming want 50Mbps+ fibre or the LTE Advanced/Max plans. Email us how many people and screens are in the house and we'll give you a straight recommendation.
- Do I need a special router?
- For MTN/Vodacom LTE and 5G, yes, the router must be network-approved, and we sell approved models. Telkom LTE works with any LTE-compatible device. Fibre routers connect to the operator's equipment; ours are pre-configured.
- How do I sign in to my account?
- With your email address. We send a 6-digit code to that address and you type it in, so there is no password to forget. We still ask for your cellphone number at signup because RICA requires a contactable number for any SIM-based service, but your email is what signs you in.
- How long until I'm online?
- LTE/5G: hardware delivery within 3 business days, then instant activation, allow up to 24 hours for the data allocation to reflect. Fibre: depends on whether your address needs an installation; we tell you the timeline before you commit.
RICA and paperwork
- Why do you need my ID and proof of address?
- RICA, South African law, requires it for any SIM-based service. You upload both during signup. We store them encrypted, use them only for RICA verification, and retain them only as long as the law requires.
- What counts as proof of address?
- A municipal bill, bank statement or lease agreement showing your name and address, no older than three months. A clear photo is fine.
Billing
- When do I get billed?
- You pay your first month (plus hardware and once-off fees) at checkout. After activation, your monthly invoice lands on the same date each month, the date your service went live, not the date you ordered.
- What payment methods do you accept?
- Card payments via PayFast, with the option to save your card for automatic monthly billing. EFT works too, your invoice carries the banking details and reference.
- What happens if a payment fails?
- We retry your card and email you a reminder. If an invoice is 10 days overdue the service is suspended, pay the outstanding invoice and it reactivates automatically. We'd rather warn you early than surprise you.
Changes and cancellation
- Can I upgrade or downgrade?
- Yes, from your portal. Upgrades take effect immediately with a fair pro-rata adjustment shown before you confirm. Downgrades take effect at your next billing date, so you never lose paid-for service.
- How do I cancel?
- In your portal, under the service. Month-to-month services cancel at the end of the current billing period. We'll ask once if a cheaper plan or a support conversation would fix the issue, one screen, not a retention marathon.
Still stuck? Ask us directly and a real person answers. Existing customers get the fastest help from inside the portal.
Contact us