Fibre Internet
My fibre connection is down. What should I do?
- Check if the lights on your Fibre ONT (Optical Network Terminal) and router are on.
- Ensure all cables are securely plugged in.
- Restart your router and ONT by unplugging them for 10 seconds and plugging them back in.
- If the issue persists, contact support to see if there’s a network outage.
My internet is slow. How can I fix it?
- Run a speed test (preferably via a LAN cable) to confirm your speed.
- If using Wi-Fi, move closer to your router or reduce the number of connected devices.
- Check if any background downloads or streaming services are using excessive bandwidth.
- Restart your router and test again.
My router is showing a red light. What does this mean?
- A red light usually indicates a connection issue. Check your ONT for any error lights.
- Restart both your router and ONT.
- If the problem persists, contact support.
Why does my Wi-Fi signal drop in some areas of my home?
- Wi-Fi signal strength can be affected by walls, furniture, and electronic devices.
- Consider repositioning your router to a central location.
- If necessary, invest in a Wi-Fi extender or mesh system for better coverage.
Fixed Wireless Internet
My fixed wireless internet is not working. How can I troubleshoot?
- Check if your router and outdoor unit (antenna) have power.
- Ensure that cables are securely connected.
- Restart your router and wait a few minutes for it to reconnect.
- If the issue persists, bad weather or an obstruction might be affecting your signal. Contact support if necessary.
My speed is slower than usual. What should I do?
- Run a speed test to check your current speed.
- Ensure no background downloads or updates are consuming bandwidth.
- Restart your router and test again.
- Fixed wireless speeds can be affected by weather; if it’s stormy, wait for conditions to improve.
General Issues
How do I check for a service outage?
- Visit our website for updates.
- Contact our support team if no outages are reported.
How do I contact support?
- Call: 058 816 0200
- Email: support@internet-sa.co.za
- WhatsApp: (Coming soon!)
How do I restart my router properly?
- Turn off your router and unplug it from power.
- Wait 10-15 seconds, then plug it back in.
- Turn it on and wait for it to fully reboot (this can take 2-3 minutes).
VoIP (Telephony)
My VoIP call quality is poor. How can I improve it?
- Poor call quality is often due to low bandwidth or high network traffic.
- Close unnecessary apps or downloads that may be using your internet.
- Use a wired (Ethernet) connection instead of Wi-Fi for better stability.
- Restart your router and VoIP device.
My VoIP phone is not working. How can I fix it?
- Check that your VoIP phone is plugged in and powered on.
- Ensure your internet connection is active.
- Restart your VoIP device and router.
- If you hear no dial tone, check if your VoIP subscription is active.
- Contact support if the issue continues.
Wi-Fi Hotspots
I can't connect to the Wi-Fi hotspot. What should I do?
- Ensure your device’s Wi-Fi is turned on and airplane mode is off.
- Try forgetting the network and reconnecting.
- If the hotspot requires a voucher, check that you’ve entered the correct details.
- If multiple users are connected, the network might be congested—try again later.
My hotspot connection keeps dropping. How can I fix it?
- Move closer to the Wi-Fi hotspot for a stronger signal.
- Restart your device and reconnect.
- If the issue persists, there may be high traffic on the network.