Get in Touch

What happens if my connection goes down?

Call or WhatsApp our support line immediately. For critical outages, our NOC team responds within 30 minutes and dispatches a field engineer if needed.

How do I upgrade my plan?

Log in to the client portal, go to Subscriptions, and select your desired plan. Upgrades are applied instantly; billing is prorated for the remaining period.

What speeds can I expect on my plan?

Speeds depend on your subscribed plan and are measured in Mbps. You can check your current speeds anytime at speedtest.net or through the client portal. If speeds are consistently below your plan's threshold, contact support for a line check.

What is a Fair Usage Policy (FUP)?

Our FUP ensures all customers enjoy a quality experience. On unlimited plans, speeds may be shaped during peak hours if usage is deemed excessive. Business and dedicated plans are exempt from FUP shaping.

When is my invoice generated and when is payment due?

Invoices are generated on the 1st of every month and are due by the 5th. You will receive an SMS and email reminder. Accounts with outstanding balances after the due date may be suspended until payment is received.

Can I get a static IP address?

Yes, static IP addresses are available as an add-on, primarily for business customers who need to host servers, use VPNs, or run remote access tools. Contact our sales team to have one assigned to your account.

How do I connect multiple devices to my internet?

A standard installation includes a router that supports multiple wired and wireless devices. For larger premises with weak Wi-Fi coverage, we can supply and configure additional access points or mesh network nodes.

What should I do before calling support?

Try these steps first: (1) Power-cycle your router by unplugging it for 30 seconds then plugging it back in. (2) Check that all cables are securely connected. (3) Confirm your account has no outstanding balance. If the issue persists after 5 minutes, contact our support team.

Do you offer packages for businesses?

Yes, we offer dedicated business plans with guaranteed SLAs, priority support, static IPs, and customisable bandwidth options. Reach out to our business sales team for a tailored quote based on your organisation's needs.

How do I cancel my subscription?

To cancel, submit a written request via the client portal or email support at least 7 days before your next billing date. Our equipment must be returned in good condition, and any unused prepaid balance will be refunded pro-rata.

Is there a contract or minimum commitment period?

Residential plans are month-to-month with no long-term contract. Business and enterprise plans may have a minimum 3 or 12-month commitment depending on the package. Full details are outlined in your service agreement.

Can I relocate my connection to a new address?

Yes, we support connection relocations subject to coverage availability at your new address. Notify us at least 5 business days in advance. A relocation fee may apply depending on the distance and infrastructure required at the new site.

What type of internet technology do you use?

We deliver internet via fibre optic cable and fixed wireless (point-to-point and point-to-multipoint radio links). The technology used at your premises depends on your location and the infrastructure available in your area.

How do I change my Wi-Fi name or password?

Log in to your router's admin panel — the default IP address (usually 192.168.1.1 or 192.168.0.1) and login credentials are printed on a sticker on your router. Navigate to the Wireless settings section to update your SSID and password. Contact support if you need assistance.

Do you provide a router, or do I need my own?

We provide and install a router as part of your connection setup. The router remains our property for the duration of the subscription. If you prefer to use your own router, our technical team can provide the necessary configuration details, though support for third-party devices is limited.