Frequently asked Questions

Fibre FTTH

 
1What is FTTH?
FTTH stands for Fibre to the Home. It is an idea of bringing high speed networking i.e. high speed internet, digital television and telephone service to residents using fibre optic cables. It is a broadband telecommunications system which is based on fibre optic cables and associated optical electronics for delivery of multiple advanced services to homes.
2Who can get it?
Our fibre broadband service is available to anyone in a fibre-enabled area. If you're a new customer, choose the product you're interested in and select "sign up" and we'll let you know if it's available. Currently we only provide services on Frogfoot Western Cape.
3Are your Fibre Packages shaped?
This will depend on the package you choose. Your experience will be determined by the grade of product you select. If you want an unshaped line you can purchase one of the Priority Packages. Alternatively, our Premium Packages are semi‑shaped and the Home Packages can be subject to throttling. But remember, shaping only affects downloads and not real time services such as browsing, gaming, youtube, streaming etc. Also, shaping only happens in situations where the network might be congested.
4What is an ONT?
It is an Optical Network Terminal, which serves to convert light to data and vice versa, in other words it serves as a modem or router for optic fibre.
5Slow Speeds?
Your signal is being interfered with or you are too far from the router. To check if it is just the wireless or if your actual connection is slow, plug an ethernet cable from your router to your computer and test again. If it is still slow then please submit a support ticket so we can investigate. If it works well using an ethernet cable then you know that it is an issue with your Fibre. Check out this handy line speed guide on our blog, or find out more on YouTube.
6How does Fibre differ from ADSL & Wireless?
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!
7Do I need a different router/modem?
Do I need a different Router / Modem? Webafrica provides you with a free-to-use, fully insured router. So you are sorted. That said, you can use any router that has a LAN/WAN port, BUT it will need technical reconfiguring. We suggest you use ours. Everything will be set up for you and because it’s insured, if anything goes wrong you know you’re covered. Fibrewireless will provide you with a Router.

Wireless

 
1How does wireless broadband work?
We will provide you wireless device (CPE) that uses radio waves to transmit your requests from your computer(s), to our Tower, Our Radio Tower Manages your Internet Request.
2Benefits of wireless broadband
1. Fewer cables around the house 2. Stable Connectivity, no fear of cutting wires 3. Link several wireless devices (eg two pcs, a pc and a laptop, a pc, laptop and PDA) Using WIFI Router
3Slow Speeds?
Your signal is being interfered with or you are too far from the router. To check if it is just the wireless or if your actual connection is slow, plug an ethernet cable from your router to your computer and test again. If it is still slow then please submit a support ticket so we can investigate. If it works well using an ethernet cable then you know that it is an issue with your wireless.

Account

 
1Cancellations
Please note. Any cancellations done before the 20th of the month will take effect at the end of that month. Cancellations done after the 15th of the month will then only be effective from the end of the following month. Cancellations must be done by the 20th of the month, before our billing run commences. Services cannot be cancelled if there are any outstanding balances on the account. The account must be settled first. Cancelation request needs to be sent to accounts@fibrewireless.co.za
2Faults - Support
When you are experiencing issues with your connection you can use our online portal to log a ticket. Use clientzone.fibrewireless.co.za and login with your credentials and log a ticket. One of our support staff will attend to you as soon as possible. Alternatively send a e-mail to support@fibrewireless.co.za
3Can I upgrade or downgrade the broadband speed package?
Upgrades or downgrades can be requested and only done on the 1st week of the new month. Request must be done via a E-mail request. Send all your request to accounts@fibrewireless.co.za