FAQs
Fibre is the game-changer of the internet world, and for good reason! It’s the fastest, most reliable way to connect your home to the digital world. Using cutting-edge fibre-optic cables, it transmits data literally at the speed of light, so your connection stays strong no matter how far you are from the source.
Once seen as a pricey alternative to ADSL, Fibre has now become more affordable, offering a range of packages to fit different needs and lifestyles. Ready to experience lightning-fast, seamless connectivity? Fibre’s got you covered!
10Mbps-40Mbps: Need fast speeds for streaming, downloading, or fast data transfers? This range is perfect! Ideal for families that love being online – whether it’s movie nights, gaming, or sharing big files, you’re covered.
50Mbps-1000Mbps: Welcome to the VIP section of internet speeds! If you want a smooth, buffer-free experience, go for these top-tier speeds. Perfect for homes or businesses where speed is a must, allowing multiple users to enjoy ultra-fast connections at the same time without a hitch!
If Fibre is available in your area, you’re in luck! Once you place your order, we handle all the details – from sending your free-to-use router to setting up your installation and activation. Before you know it, you’ll be connected and surfing the web at lightning speed! We just need a copy of your ID and proof of address which we can collect during checkout, or after you have signed up.
The timing depends on the Fibre Network Operators (FNOs) who handle the infrastructure. If you’re in a Fibre-ready area, here’s what to expect:
New Installation: If Fibre has never been installed at your property, the FNO will need to set everything up. This can take a bit longer since they’re starting from scratch.
Existing Installation: Already have Fibre in your home? Great! We can get your line activated through the FNO. If you’re switching from another provider, though, we’ll need to wait until your current contract is released, so keep that in mind.
Please note that these timelines are set by the FNOs and apply to all internet providers. If Fibre isn’t in your area yet, these timelines won’t apply.
Octotel Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 3 business days (existing installation activation)
Vumatel Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 3 business days (existing installation activation)
Frogfoot Standard Turn Around Times = 2-3 weeks (new installation) / 1 – 3 business days (existing installation activation)
Openserve Standard Turn Around Times = 4-6 weeks (new installation) / 1 – 5 business days (existing installation activation)
SADV Standard Turn Around Times = 2 weeks (new installation and activations)
Century City Connect Standard Turn Around Times = 2 weeks (new installation and activations)
Metro Fibre Network Standard Turn Around Times = 2-6 weeks (new installation) / 1 – 3 business days (existing installation activation)
Lightstruck Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 5 business days (existing installation activation)
Fibre Geeks Standard Turn Around Times = 5-7 business days (new installation and activations)
Fixed LTE Standard Turn Around Times = 5- 7 business days
Vumatel Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 3 business days (existing installation activation)
Frogfoot Standard Turn Around Times = 2-3 weeks (new installation) / 1 – 3 business days (existing installation activation)
Openserve Standard Turn Around Times = 4-6 weeks (new installation) / 1 – 5 business days (existing installation activation)
SADV Standard Turn Around Times = 2 weeks (new installation and activations)
Century City Connect Standard Turn Around Times = 2 weeks (new installation and activations)
Metro Fibre Network Standard Turn Around Times = 2-6 weeks (new installation) / 1 – 3 business days (existing installation activation)
Lightstruck Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 5 business days (existing installation activation)
Fibre Geeks Standard Turn Around Times = 5-7 business days (new installation and activations)
Fixed LTE Standard Turn Around Times = 5- 7 business days
Yes, Fibre installation or connection fees are charged by all Fibre Network Operators (FNOs). But here’s the good news: depending on your package, RSAWEB often covers these setup fees for you!
When it comes to trenching (digging for the Fibre), the FNO usually includes the first 5 to 20 meters in the installation fee. If more trenching is needed, the FNO will send you a quote for the extra cost. You’ll need to approve and pay the quote before any additional work begins.
We’ll have your order placed with the Fibre Network Operator (FNO) within 24-48 hours after we receive everything we need – like your full order and supporting documents (ID, proof of address). Quick and easy!
Switching to RSAWEB is super simple! You’ll just need to cancel with your current ISP, and we’ll take care of the rest. Keep in mind, we can only take over your line once your existing ISP officially cancels it – we can’t do that for you.
After your line is released (don’t forget about any notice periods), RSAWEB will step in and have you connected within 24-48 hours.
Please note. The release of your line may take some time. RSAWEB has no control of the time frame it may take for the release of your line from your previous ISP, but we’ll do our best to get you connected as soon as possible. Easy as that!
No, We don’t believe in locking you into long contracts.
Not sure what “shaped” means? No worries, you don’t need to because here’s the scoop: our packages are unshaped and unthrottled, meaning you can enjoy unlimited data whenever you want!
Note: Openserve’s WebConnect and Prepaid services do have fair use policies, which are set by Openserve and apply to all ISPs.
We’re just as excited as you are to get connected. We will dispatch your free-to-use router prior to your activation date, to ensure you are connected soonest.
Congratulations! Your installation is complete—it’s time to get connected. You should have received your pre-configured “plug and play” router. Simply plug it into your ONT (Fibre Box), and you’re ready to go.
For your convenience, we’ve included a manual with step-by-step instructions. if you need any more help simply click here.
Please note that your billing will commence from the date your Fibre Network Operator successfully installs your line. Enjoy your new high-speed internet experience!
You’ll only receive an invoice from the date your Fibre activation and/or installation is complete.
If you need a new Fibre installation, you can schedule it for a date that suits you. Just remember: once your installation is done, your billing begins.
Already have a Fibre setup? If you’re not currently active with another ISP, we can activate your service within 24-48 hours! If you prefer to go live at a later date, just let us know, and your billing will start once your line is activated.
If you’re migrating from another ISP to RSAWEB, your billing will commence as soon as we take ownership of the line.
For more details, check out RSAWEB’s Billing FAQs.
Refer a Friend: Earn R300 in account credit for each friend you refer who signs up for our Fibre service—applied once they’re connected! Your friend will also receive R150. For LTE, you’ll earn R150, and your friend will receive R75. There’s no limit to how many people you can refer! Get ready to enjoy the rewards!
Absolutely! With us, there are no fixed contracts, so you can make changes whenever you like!
Upgrade: Ready for a boost? Once you request an upgrade, it’ll take effect within three days! This means faster streaming, quicker downloads, and smoother surfing—perfect for families who want to use the internet simultaneously without any lag. Say goodbye to buffering while binge-watching your favorite shows!
Downgrade: If you need to scale back, downgrades take effect on the first of each new month. Just make sure to request it before the 20th, otherwise, it’ll roll over to the next month. A downgrade fee of R250 applies. Keep in mind that a lower line speed may result in slower downloads and increased buffering, especially when multiple devices are connected.
While we can’t physically move your Fibre connection, we’re here to make the relocation process a breeze!
To start, simply click here and select “Manage Order or Services” to log your request. Here’s what happens next:
1. Cancellation: We’ll cancel your current Fibre service (please provide a minimum of 1 calendar month’s notice).
2. New Order: You’ll receive a link to sign up for Fibre at your new address. Just let us know your moving date, and we’ll aim to arrange activation as close to that date as possible. (Keep in mind that installation lead times depend on the Fibre provider, not RSAWEB.)
To avoid service disruption and overlapping billing, it’s best to schedule your cancellation ahead of your move.
Contract Considerations: If you’re still within your initial contract period (usually the first 12 months), you can either carry over your remaining months to your new contract or transfer your service to the new tenant to avoid cancellation fees*.
Router Reminder: Don’t forget to pack your RSAWEB FREE TO USE ROUTER and take it with you! Please leave the ONT behind, as it’s configured specifically for your current address and won’t work at your new location.
Need More Info? If you’d like to learn more about our Fibre cancellation policy, click here. For cancellations or service transfers, feel free to contact us; log a ticket or chat with our team on Live Chat or WhatsApp.
We believe in transparency, so here are a few key points to keep in mind:
- 1 calendar month’s notice is required for service cancellation.
- Fees covered on your behalf, such as installation costs and promotional discounts, will apply if you cancel before your initial contract term (typically 12 months).
- For specific package terms and conditions, check your contract. Can’t find it? Just let us know, and we’ll be happy to send it to you.
This is a common question! When it comes to Fibre, it’s important to understand that it is a static service and cannot be physically moved.
Here’s why:
To establish Fibre connectivity at your new address, we must schedule a new installation with the relevant Fibre network operator in your area. Even if you take your Fibre equipment with you, we still need to place an order to connect it to the boundary box and activate your line.
This process incurs either an installation fee at your new property, if it’s a new installation, or a connection fee if there was previously Fibre installed at your new home.
Additionally, we must cancel your service at your previous address to avoid ongoing charges for that connection, which would subsequently need to be passed on to you.
It’s also worth noting that you may be moving from one Fibre Network Operator to another (for example, from Vumatel to Frogfoot), which means you’re starting fresh with a different provider.
If you have any further questions or need assistance, please don’t hesitate to reach out!
When you move, your current service will be canceled unless the new tenant wishes to take it over. In that case, we can facilitate a cession of service, transferring the account and billing directly to them.
This means the new tenant takes over your contract as is, including the remaining months, while you start fresh with a brand-new contract at your new location—no months to carry over!
Exciting Offer: Right now, we’re running a special! If you cede your existing service while taking a new one at your new address, we’ll credit both your account and the new tenant’s account with R250 each!
It’s a win-win for everyone involved!
When you move, your current service will be canceled unless the new tenant wishes to take it over. In that case, we can facilitate a cession of service, transferring the account and billing directly to them.
This means the new tenant takes over your contract as is, including the remaining months, while you start fresh with a brand-new contract at your new location—no months to carry over!
Exciting Offer: Right now, we’re running a special! If you cede your existing service while taking a new one at your new address, we’ll credit both your account and the new tenant’s account with R250 each!
It’s a win-win for everyone involved!
Absolutely! All our Fibre to the Home packages are uncapped, giving you the freedom to surf, stream, and download as much as you want—whenever you want!
Search your address here to see which packages you’re covered with.
When you move or cancel your service, you must always leave the ONT on the premises. Here are some examples of what ONTs look like for different Fibre Network Operators:
Frogfoot
MFN
Octotel
Openserve
SADV
Vuma Village
Vumatel
MFN
Octotel
Openserve
SADV
Vuma Village
Vumatel
Yes, we offer month-to-month packages. If you cancel, you’ll be responsible for the setup fee or a R999 cancellation fee, whichever is higher.
Absolutely! We provide a high-quality WiFi router at no cost where applicable, perfectly designed to handle your lightning-fast Fibre Internet. While it remains the property of RSAWEB, you get to use it for free for the duration of your service. Just remember, upon cancellation, it’ll need to be returned to us or purchased at its original value.
If you cancel your service (or if your account remains suspended for more than 30 days), RSAWEB will reclaim any installation or connection fees that were originally subsidised or charge a cancellation fee of R999.
All Fibre packages are month-to-month, requiring only one calendar month’s notice to cancel.
Router Return Policy:
- Free-to-use routers are provided for the duration of your service. If you cancel, you must either return the router in its original packaging or be billed for it.
- You have 10 days from service deactivation to return the router. A reminder will be sent on day 5 if the router hasn’t been returned.
- If the router is not returned within 10 days, you’ll be charged its original retail value, and the router becomes your property (uninsured by RSAWEB).
- All courier costs for returning the router are your responsibility.
- Please include your name and RSAWEB customer code when returning the router.
No worries! We’re working closely with our Fibre Network Operators to bring Fibre coverage to more areas across South Africa every week!
You can also search your address to see if you qualify for Fixed LTE. Let’s get you connected!
In a nutshell, 5 GHz WiFi provides faster internet speeds, but restricts itself to smaller areas. And 2.4 GHz provides a larger coverage area, but sacrifices speed. 5GHz can support speeds of up to 1300 Mbps, while 2.4GHZ WiFi can support speeds anywhere between 150 Mbps and 600 Mbps. This means that t5 GHz WiFi can help us get faster speeds when connecting online, but it is also important to remember that reaching these high-speed thresholds, for both 5 GHz and 2.4 GHz, is completely reliant on the capabilities of the router being used.
Heads up! No additional WiFi router will be shipped with your Frogfoot Air order, as a WiFi enabled device is already included with your installation.
Frogfoot Air is a WiFi-only service, so a device will be installed in your home specifically designed for small properties (around 100 square meters).
Keep in Mind: You cannot extend your WiFi, and you can connect a maximum of 10 devices at a time. Enjoy seamless connectivity in your space!
Our Frogfoot Air packages offer asymmetrical speed services of 10/1 Mbps and 50/10 Mbps. Choose the speed that fits your needs and enjoy smooth streaming and browsing! Search your address to see if you can get Frogfoot Air here.
Great question! Frogfoot Air is available only in select areas. To see if this fantastic product is available in your location, just check your coverage! Let’s get you connected!
