Is there anything else we can help with?

We’ve answered the most frequently asked
questions in the sections below.

General Fibre to the Home

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    What is Fibre Internet?

    Fibre-optic Internet is the future of fixed-line internet connectivity. It uses fibre-optic technology to reach the fastest internet speeds available today. With a fibre to the home internet connection, you can reach speeds of up to 1024 Mbps (1Gpbs).

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    What is a Fibre optic connection?

    Fibre optic cables are made from strands of glass as thin as a hair, which carry information by light.Fibre connections are 1000 x faster than traditional copper cables which are used by other legacy network providers. And, unlike ADSL connections, fibre connections don’t get slower the further away customers are from their nearest exchange.

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    Are Fibre optic connections future-proof?

    However speedy the internet gets in the future, fibre optic cable will be able to handle it as physical fibre optic cables can reach speeds of over 100 Gigabits per second.

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    What is Wi-Fi?


    Wi-Fi is the name of a wireless networking technology that uses radio waves to provide high-speed Internet and network connectivity wirelessly.


    Most modern-day, broadband routers have Wi-Fi capabilities built-in, so they can broadcast a wireless signal to enable users to connect their hardware devices such as computers, printers, gaming consoles, cell phones and tablet PC’s to the internet without the need for a physical network cable.

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    What’s the difference between Wi-Fi and the Internet?

    The Internet is a global wide area network that connects billions of computer systems across the globe which allows users access to a vast array of information and online services such as webpages, email services, on-line gaming and video streaming platforms, social media sites and business services.

    Wi-Fi, on the other hand, is a wireless networking technology that allows devices to connect wirelessly to each other using radio waves. In most use cases, users connect their devices to wireless access points and or broadband routers with Wi-Fi capabilities to gain access to the internet wirelessly through the broadband router.

    SEACOM/WonderNet provide you, as our valued customer, with Internet to your router. The router can then connect to your devices via LAN cable or over the Wi-Fi. Wi-Fi is a delicate animal that can be affected by many interferences and other factors – largely beyond the control of the Internet Service Provider (ISP).

    Some of the factors that could cause problems with the Wi-Fi signal are listed below:

    • The proximity of your device to the Router itself
    • The number of concurrent connections over Wi-Fi to the Router will have an impact
    • Other home devices that interfere with Wi-Fi – Items such as Microwaves, cordless phones, poorly switched satellite dish, other wireless devices (baby monitors, garage door motors etc.) as well as power sources or even your Neighbor’s Wi-Fi can interfere
    • Physical interference – Large walls and barriers of various materials.
    • A Faulty Router

    It is for the above reason that we do not get too involved in Wi-Fi issues, as it is out of our core business and refer our customers to dedicated Wi-Fi companies to resolve. We do not guarantee Wi-Fi performance due to the myriad of factors that are outside of our control. We therefore look for cabled in tests to be performed. This is when you connect a TV, Laptop or similar device, directly to the router via LAN cable to perform the speed test. This will give an indication of whether our service is working as expected or not.

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    Can I use a fibre line to make phone calls?

    Yes, you can.

Troubleshooting

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    How do I connect to my Wi-Fi network?

    FOLLOW THESE STEPS:

    If you have a Microsoft Windows PC

    1. Click the Network icon (Radio wave icon), in the taskbar at the bottom right.
    2. A scan will be done for ‘Available Networks’ in the area.
    3. Select and connect to your desired network name (SSID).
    4. Enter the password to the network name to connect.

    If you have an Apple Mac

    1. Select the ‘Airport’ icon on the top Right (Radio wave icon) of the screen.
    2. Select ‘Wi-Fi network’.
    3. A scan will be done for ‘Available Networks’ in the area.
    4. Select and connect to your desired network name (SSID).
    5. Enter the password to the network name to connect.

    If you have an Android Device

    1. Open ‘Settings’ from the main menu.
    2. Select ‘Connections’.
    3. Select ‘Wi-Fi’.
    4. A scan will be done for ‘Available Networks’ in your location.
    5. Select your desired network name (SSID).
    6. Enter the password to the network and connect.

    If you have an iOS Device

    1. Select ‘Settings’ from the home screen.
    2. Select ‘Wi-Fi’.
    3. Available networks will be displayed.
    4. Select your desired network name (SSID)
    5. Enter the password to the network and connect.

    Once you have successfully connected, you can now open your web browser or an application to confirm connectivity.

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    How do I perform a speed test?
    1. Open your web browser.
    2. Go to www.speedtest.net and www.speedtest.co.za (Test separately with 3 minute interval between)
    3. Click GO/START to begin the test.
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    What steps should I follow if I have no internet access?
    • A Fibre optic cable can bend, twist, or wind.
    • The cable may be stretched which will damage the cable.
    • The cable connectors may not be fitted properly.
    • Some problems may not be immediately evident to the naked eye especially when the Fibre cable is damaged internally.
    • If the lights on the CPE/ONT are not on, there could be a problem with the device or link.
    • You may be connected to a faulty port.

Fibre Packages

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    What can I expect from a WonderNet fibre internet connection?
    • Full-speed real-time services
    • Truly uncapped bandwidth
    • No threshold of fair use policies
    • Unshaped bandwidth

    WonderNet fibre internet packages are true uncapped, unshaped and unthrottled services with no fair usage policies so you can use as much data as you like, whenever you like.

    However, for you and your family’s safety, all WonderNet fibre internet packages are subject to our acceptable use policy.

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    How much data can I use?

    WonderNet Internet is unlike other providers where your usage needs to be monitored. You can use the WonderNet Internet service as frequently as you like. This applies to homes of all sizes irrelevant of their bandwidth demands.

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    What is the fair usage policy?

    There is no Fair Use Policy applied to usage. WonderNet Internet is an uncapped and unthrottled service.

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    Are your advertised speeds guaranteed as per your advertising?

    Unfortunately, speeds can’t be guaranteed all the time as speeds can vary depending on where you are connecting too as well as on your Wi-Fi signals strength, the number of users that are simultaneously connected and how far away you are from your router. You also need to be mindful of the contention ratios Fibre Network Operators may impose on their lines.

    However, we guarantee no throttling, no capping, no shaping and no WonderNet bandwidth contention of any form at any point in time. For optimum speeds, we always recommend connecting directly to your router via a LAN cable.

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    Why am I not experiencing the same upload speed as download speed?

    Unfortunately, not all packages are created equal and not all Fibre Network Operator offerings are the same. When it comes to upload and download capabilities Fibre Network Operators (FNO’s) offer two types of connection configurations. Synchronous and Asynchronous type connections. Synchronous connections offer users the same upload and download speeds where Asynchronous type connections only offer faster download speeds and a slower upload speed. E.g. A 100Mbps Synchronous connection will provide a user with 100Mbps upload and download speed. Whereas a 100Mbps Asynchronous connection will provide a user with 100Mbps download speed but only a 50Mbps upload speed.

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    Is the price of the Fibre line included in every WonderNet fibre package's proce?

    Yes, all our Fibre Packages are all-inclusive bundled packages where the price you pay covers both your line rental and bandwidth.

Fibre Installation, Activation, Migration & Relocation

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    Your Fibre coverage tools say that I'm covered; how long will it take to get my Fibre line installed?

    Installation times will vary from fibre network operator to fibre network operator. However, below you will find a breakdown of the average estimated lead times for the installation and activation of a fibre line to your home.

    If your area currently isn’t live and fibre is currently being rolled out (pre-order), the timelines indicated below will only apply once your area goes live.

    FNOAverage Estimated Installation Time
    Vumatel1-4 Weeks
    OctoTel1-4 Weeks
    Frogfoot1-6 Weeks
    SADV1-4 Weeks
    OpenServe1-4 Weeks
    Metro Fibre Networks1-4 Weeks
    Link Africa1-4 Weeks
    Century City Connect1-2 Weeks

    Please note that these timeframes are for the physical installation and activation component of getting your physical fibre line installed. Once the fibre line has been physically installed your line and internet services will still need to be activated.

    In all the above situations, every Fibre Network Operator will call you before your installation to arrange a suitable time and date.

    On your scheduled installation date, please be advised that an authorized person or family member (18 years of age or older) will need to be present during the installation process to specify where the Termination Point and CPE/ONT should be installed. The authorized person will also need to supervise the installation process and provide consent for any additional cabling and adjustments that may be required but aren’t covered under the standard installation. Most Fibre Network Operator provides a standard 30-metre cable and conduit run. Any installation over 30 metres may incur additional installation charges.

    Please note that upon completion of your physical fibre installation, the Fibre Network Operator may still need time to provision your service on their network before the service can be handed over to WonderNet.

    Once WonderNet has received confirmation from the (FNO) that your fibre lines have been activated, you will then be able to connect your Fibre router to your CPE/ONT and follow the instructions that would have been sent to you by WonderNet.

    Note that the “last mile” installation will still be required, whereby the cable from the street will need to be pulled through a conduit to a termination point in your home. Depending on the proximity to the street, you may need to pay an installation rate per meter.

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    Your Fibre coverage tools say I'm covered, and I've got an existing Fibre line installed in my home. How long will it take me to get connected?

    Scenario 1

    I’ve got a router and know how to set it up:

    If you’re covered and you have an existing fibre line installed and you’ve got an existing broadband router that you know how to configure. We can have you up and running in a matter of hours once you’ve completed our online sign-up process. Click here for step by step instructions on how to configure your router.

    Scenario 2

    I’ve got a router and I don’t know how to set it up:

    If you’re covered and you have an existing fibre line installed and you’ve got an existing broadband router that you don’t know how to configure. We can have you up and running in a matter of hours once you’ve completed our online sign-up process and followed our easy to follow for step by step instructions on how to configure your router.

    If you prefer to speak to one of our support experts please contact our service desk on 087 828 0000 once you’ve completed our online sign-up process to assist you with your router configuration.

    Scenario 3

    I need a router and I need help setting it up:

    If you’re covered and you have an existing fibre line installed and you don’t have an existing broadband router. Once you’ve completed our online sign-up process, we’ll send you complementary preconfigured free to use WonderNet Wi-Fi enabled fibre routers at no charge with our easy to follow step by step instructions.

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    How do I keep track of my installation progress?

    Our client portal is available 24/7 and you can log on at any time to see the status of your application. You can also call our customer support team on 087 828 0000 to request an update.

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    Do I need a router?

    We provide a free to use Wi-Fi enabled fibre router over which the service runs. Please note that we do not guarantee speeds over Wi-Fi due to the complexities and unknown situations that arise with Wi-Fi.

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    Does the router come with Wi-Fi?

    WonderNet provides you with a 5 port Wi-Fi enabled router that typically caters for all your wired and wireless connectivity requirements. With one port dedicated for your internet access, the remaining ports can be used to connect a range of wired devices (PC’s, printers, smart TVs, additional Wi-Fi access points, etc.) directly into the WonderNet router, ensuring that you will be up and running immediately.

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    What happens if I need to connect more than 5 devices?

    You will need to purchase a network switch if you don’t already have one that can be plugged into your router to connect all your other devices to the network and the internet. Network switches can be provided at an extra cost should you not have one already. However, most over the counter network switches can be purchased from retail outlets and plugged directly into a free port on the WonderNet router. Please feel free to contact our sales team for a quotation. Please email them at sales@wondernet.co.za.

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    Does WonderNet install network cabling because I don't want cables lying around?

    We do offer professional and affordable end-to-end network cabling solutions tailor-made to your needs. This is done through our partner, Dial-a-Nerd. Please contact our sales team to arrange a FREE consultation and physical site assessment.

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    Once my fibre service has been installed in my home, will the installation team integrate the fibre service into my existing home network and reconfigure all my devices to work with my new WonderNet fibre service?

    Home network integration is not included with our standard installation as this can vary in complexity from one site to another. Our standard fibre installation includes 30 meters of conduit, the installation of the physical fibre line and the installation of the Fibre Network Operator’s ONT in the designated area. It also includes the delivery of a pre-configured Wi-fi enabled router.

    Once your fibre line and router have been installed and activated our service delivery team will confirm with you that the fibre is active at which point we will hand over the service to you. At this point, you will need to continue with the rest of the integration of your WonderNet fibre service into your home network.

    Should you not have the required technical skills to integrate or create a home network and you would like us to assist you with connecting all your devices, please contact our sales team before your go-live date by calling them on 087 828 0000 or emailing them at sales@wondernet.co.za. They will be happy to arrange for a technician for Dial-a-Nerd to assist you with your home network setup and/or integration. Please note that this service will be charged for separately.

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    What is a Fibre ONT/CPE and where should it be installed?

    An ONT is an Optical Network Terminal, also known as a CPE. This device connects the fibre that has been wired to the outside of your house, to your router/modem. The ONT is a small white plastic box normally (180mm x 50 mm x 120mm) that will be placed on your internal wall.

    It’s important to give careful consideration as to where you want the ONT to be installed before the installation technician arrives for your scheduled installation appointment as this can affect your broadband experience. The installation team are there to advise you of the best route to follow. Your router/modem will need to be plugged into your ONT so it should ideally be:

    • Placed near an accessible electrical plug point.
    • It should be installed where you will use the internet the most.
    • For Wi-Fi to work best, your wireless-enabled router/modem should be placed in a centrally located area in your home.
    • Your router/modem should be installed as close as possible to data-hungry devices such as smart televisions, gaming consoles and media players.
    • For the best user’s experience, we recommend that all data-hungry devices be connected directly to your router/modem via Ethernet cables. It is important to not have interfering devices close by (Such as Microwaves etc.)
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    What should I do if there is damage to my property during my fibre installation?

    In the unlikely event that the Fibre Network Operator’s installer damages your property, please take pictures of the damage and send the images and details of the damage to servicedelivery@wondernet.co.za. It is important to ensure that you are happy with the installation prior to signing the technician’s job card.

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    My Fibre installation was scheduled for today but no one arrived. What do I do now?

    If the fibre installer doesn’t arrive, the only way to resolve the situation is to notify our service delivery team so that they can make contact with the fibre provider directly. Unfortunately, this situation is out of WonderNet’s control and we expect all our Fibre providers to take adequate responsibility for their portion of your fibre installation.

    If the above situation occurs, please contact our Service Delivery Department by calling them on 087 828 0000. Please provide them with your fibre installation ticket reference number so that they can quickly track down your fibre order.

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    How much are the fibre installation and activation costs?

    When you sign up for a WonderNet fibre internet service, we will cover all the standard fibre line installation fees. We will also provide you with a complimentary pre configured Wi-Fi enabled fibre router should you require one. All service activation fees associated with your fibre installation will also be covered by WonderNet.

    However, please note that our standard free fibre installation only includes fibre cabling of up to 30 Meters. If your installation requires more than 30 Meters of cabling, a site survey will be arranged, after which the Fibre installer will quote you directly for the additional cabling needed to complete your installation. Should you wish to proceed, you will be liable for all the additional costs incurred. Payment for the additional cabling will be directly payable to the applicable last-mile fibre provider or their outsourced fibre installation contractor.

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    Can I use my current Wi-Fi enabled DSL router for my new fibre connection?

    It depends on the type of router model you have. If your router has an Ethernet WAN port available, then it should work. However, if it’s an older router that only supports older Wi-Fi standards such as Wi-Fi 1,2,3 it can drastically affect your user experience. We always recommend using a Wi-Fi-Fi enabled router that supports the Wi-Fi 5 standard.

    Wifi StandardNetworks
    Wi-Fi 1802.11b
    Wi-Fi 2802.11a
    Wi-Fi 3802.11g
    Wi-Fi 4802.11n
    Wi-Fi 5802.11ac

General Fibre to the business

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    Can I use a WonderNet fibre package for my business?

    Yes you can, WonderNet has brought the knowledge and ease of doing business, through our experience in the home domain to your business too.

Fibre Coverage

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    How do I check if there's Fibre coverage in my area?

    Follow the steps below to check if fibre is available in your area:

    1. Click here to navigate to our Get Started page.
    2. Enter the address where you’d like fibre to be installed and press Enter
    3. If fibre is available in your area, you will be presented with all available Fibre Network Operators in your area and all our available packages on their networks.
    4. You will then be able to browse for and choose a suitable package to meet all your needs and requirements.
    5. If Fibre is not available in your area. You will be asked to enter your email address so we can get back to you as soon as fibre becomes available in your area.
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    What does it mean if my area is not live yet?

    Your area may not be live for a couple of reasons. However, the below reasons are the most common:

    • There isn’t enough interest or demand for fibre in your area yet.
    • The Fibre Network Operator in your area may not have the required planning permissions yet.
    • The Fibre Network Operator in your area may not have installed their main fibre infrastructure yet.
    • WonderNet has not partnered with the Fibre Network operator in your area.

    Unfortunately, WonderNet has no control of these installations and there are no reliable ETA’s that we can work with. However, as soon as the area goes live, we will let you know.

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    Your coverage tool says that my area isn't live yet and there is no infrastructure in place. What does this mean?

    Areas such as these normally require a lot of civil work to be completed to get the fibre ready. Only once the Fibre Network Operator working in your areas has trenched, repaired and installed their main backbone fibre infrastructure will individual home installations begin.

    Unfortunately, during this period WonderNet has no control of these installations and there are no reliable ETA’s that we can work with. However, as soon as the area goes live, we will let you know.

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    Your coverage tool says that my area is live, but my complex or building isn't live. What does this mean?

    If you get this result from our coverage tool, it may be due to a few factors such as whether or not your body corporate has given the Fibre Network Operator in your area permission to install fibre in your building or complex. It may also mean that permission may have been given to an alternative Fibre Network Operator that WonderNet currently doesn’t provide services on.

    Please note that in cases like these there is, unfortunately, no reliable ETA that we can give you as to when we can provide you with a service. However, we will be in touch with you as soon as we have feedback for you.

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    How do I get fibre in my complex?

    If you live in an apartment block or a residential complex or a residential estate, your first step to getting fibre installed will be to get your Body Corporate, Landowner or Homeowners Association to grant the Fibre Network Operator in your area permission to install fibre in your apartment block, complex or residential estate.

    To gain the appropriate permission, the Fibre Network Operator will first need to conduct a detailed site survey and then present the Body Corporate, Landowner or Homeowners Association with a detailed plan of how the Fibre will be installed in the complex.

    Once the plans have been approved, the Fibre Network Operator will then install a central distribution node outside the apartment block, complex or a residential estate. The Fibre Network Operator will then install a multi-dwelling distribution (MDU) box outside each unit.

    It’s at this point that the Fibre Network Operator will update their coverage map to include your apartment block, complex or your residential estate. This is also the time when ISP’s such as WonderNet will start to allow residents to start signing up for services in your building or complex.

    Please note that the duration of this process depends on a variety of factors and the estimated timelines should be discussed and covered in detail when the Fibre Network Operator meets with and presents their proposed project plan to your Body Corporate, Landowner or Homeowners Association.

    Once we receive your order, we then process the order on the Fibre Network Operator’s ordering system which then creates a project on their system for them to install a fibre cable and CPE/ONT into your unit. The Fibre Network Operator will then contact you directly to schedule a suitable installation date. During the installation, a fibre cable will be pulled from the distribution box into your unit, where a CPE (Client Premises Equipment), also known as an ONT (Optical Network Terminal) device will be installed.

Account Management

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    How do I order a new service(s)?

    To order a new service please log into the WonderNet customer portal by clicking here and logging into the portal with your unique username and password. If you don’t already have an account, please click here sign-up for a new account.

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    How do I change my service packages?

    To change your services please log into the WonderNet customer portal by clicking here and logging into the portal with your unique username and password.

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    How do I manage my account?

    To manage your account please log into the WonderNet customer portal by clicking here and logging into the portal with your unique username and password.

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    How do I cancel my services?

    To cancel any of your services please log into the WonderNet customer portal by clicking here and logging into the portal with your unique username and password.

Cancellations

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    If I want to cancel my service, how do I log a cancellation request?

    To cancel any of your services please log into the WonderNet customer portal by clicking here and logging into the portal with your unique username and password.

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    What is your cancellation notice period?

    We require a minimum of one calendar months’ notice period. Your cancellation will only take effect at the end of the following month. For example, if you log a cancellation request on the 15th of January, your service will only be cancelled at the end of February.
    Certain packages carry a contract term, and for these packages you will be required to see out the contract term.

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    How do I cancel my services?

    To cancel any of your services please log into the WonderNet customer portal by clicking here and logging into the portal with your unique username and password.

Billing

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    How do I log an account or billing query?

    Please send an email to accounts@wondernet.co.za or call us on 087 828 0000

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    When will my account be debited?

    Your account will be debited on the first working day of the month.

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    Why is my first invoice more expensive?

    If your service is activated mid-month, you will receive a pro-rata first-month bill and the advance billing which will be debited on the 1st working day following the month of activation.

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    Can I suspend my service if I'm going away for an extended period?

    Unfortunately not. You will either need to cancel your service and reactivate it upon your return or you will need to continue to pay for it while you are away.

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    Can I pay via a credit card?

    Yes!

The Power is yours!

Download the WonderNet app and manage your account online.

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