Frequently Asked Questions

Frequently Asked Questions (FAQs)

1. What is Fibre Internet?

Fibre Internet is a high-speed broadband connection that uses fibre-optic cables to transmit data. It’s faster and more reliable than traditional ADSL or mobile internet.

2. How is Fibre different from LTE or ADSL?

• Speed: Fibre offers faster and more stable speeds.
• Reliability: It’s less affected by weather or network congestion.
• Latency: Lower latency means better performance for gaming and video calls.

3. How do I check if Fibre is available in my area?

www.infinet.africa ,enter your address or suburb to see availability.

4. How long does installation take?

Once your order is confirmed and your area is fibre-ready, installation can take 7 to 14 working days, depending on the network provider and location.

5. Is there an installation fee?

One a month-to-month contract there is a fee starting from R3500 depending on the area of installation. All costs are clearly outlined during sign-up.

6. Do I need a landline for Fibre?

No. Fibre Internet does not require a landline and is delivered through a separate fibre-optic cable.

7. What speeds are available?

We offer various speed packages ranging from 20 Mbps to 1 Gbps, depending on your needs and what the network supports in your area.

8. Can I upgrade or downgrade my package?

Yes. You can upgrade or downgrade your package at any time. Changes will usually take effect on your next billing cycle.

9. What equipment do I need?

You’ll receive a Fibre ONT (Optical Network Terminal) and a Wi-Fi router. These are included in your installation or service agreement.

10. Can I use my own router?

No, we recommend using the router we supply for optimal performance and support.

11. What if I experience slow speeds?

Please restart your router and check via an Ethernet cable. If the issue persists, contact our support team via live chat or email.

12. Is Fibre safe and secure?

Yes. Fibre is one of the most secure internet technologies available. You can also add additional security features like parental controls and antivirus.

13. What happens if I move to a new address?

Contact our support team. We’ll check if Fibre is available at your new location and assist with relocation.

14. Are there any contracts?

We offer both month-to-month and 24-month contract options. Choose what best suits your needs.

15. How do I cancel my Fibre service?

To cancel, please submit a cancellation request via www.telkom.co.za contact our support team. Terms and conditions may apply.

16. Who do I contact for network support?

You can mail  www.telkom.co.za  or call 10210 to log a technical problem or billing disputes.