By Karli Dur
December 13th, 2023
1 min read
FTTH and Fixed LTE Contact Information
Welcome to our Contact Information page. Got a question or something on your mind? Here’s a list of who to reach out to and even an estimate on when it’ll be all sorted out. Let’s get you connected!
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General
TRACK MY HARDWARE DELIVERY
Download the RSAWEB App for updates on your pending orders. For more information on the order process see our Fibre delivery status guide, or our Fixed LTE delivery status guide.
Log a ticket here: Log a ticket or chat to us on live chat on our website
Office hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 1-2 business days
What you need to know: You can track your hardware delivery via our Mobile App.
REFER A FRIEND
Who: Sales Team
How: Complete this form or chat to us on live chat on our website
Live chat hours: Monday – Saturday 7am – 8pm
Sunday & Public Holidays 8am – 8pm
SLA: Tickets – 4 working hours response time, Live Chat – Live Time.
What you need to know: If your referral signs up with Fibre you’ll receive R300 in credit as a token of our appreciation, and your friend will receive a credit of R150. If they sign up for Fixed LTE you’ll receive R150 in credit and your friend will receive R75 in credit. This will be added as a credit to your account once your friend’s service goes live.
Manage My Services
UPGRADES/DOWNGRADING YOUR SERVICE
Who: Projects Team
How: Log ticket here
Office Hours: Monday / Friday from 08:00-17:00
Saturday / Sunday / Public Holidays from 09:00-16:00
SLA: Tickets – 1-2 Business days
What you need to know: Upgrades can be requested anytime. This can take up to 3 working days to come into effect. Downgrades happen on the 1st of the following month. All requests need to be sent before the 20th of each month. If the request comes after the 20th, then the downgrade will be processed the following month. You will be charged R250 per downgrade.
CEDING SERVICE TO NEW TENANT
If you are moving from your current home into a new home and want the new tenant moving into your current home to take over your internet service without having to experience any downtime – please refer to this section.
Who: Projects Team
How: Log ticket here
Office Hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 4 working hours response time
What you need to know: A cession will only take place once all required documents are received from both parties. If the complete set of required documents is not received before the 19th of the month, then the original customer will remain liable for the payment of the upcoming month.
CANCELLATIONS
Who: Retentions Team
How: Log ticket here Log ticket here
Office Hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 4 working hours response time
What you need to know: Cancellation Penalties will be incurred if you are cancelling within 12 months or 24 months if you signed a 24-month contract. These fees will be incurred whether you are cancelling or moving (see explanation here https://www.rsaweb.co.za/ftth-installation-faqs/). These fees can be avoided if you cede your service to new tenant or take up a new service at your new location and carry the months over. The Retentions team will be happy to explain the available options to you.
TECHNICAL ISSUES (SPEED ISSUES, DISCONNECTS, WIFI, FAULTS)
Who: Support Team
How: Log ticket here . You can also use our Live Chat feature on our website to open a quick dialog with one of our support agents, or alternatively via our WhatsApp live chat feature.
Office Hours: Monday – Saturday 7am – 8pm
Sunday & Public Holidays 8am – 8pm
SLA: Tickets – 4 working hours response time
ACCOUNTS AND BILLING QUERIES
Who: Accounts Team
How: Log ticket here
Office Hours: Monday – Friday from 06:00-24:00
SLA: Tickets – 4 business hours response time.
PROFILE MANAGEMENT
What: Change my bank details, add a contact, add a secondary contact
How: Log ticket here
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Karli Dur
December 13th 2023
1 min read
FTTH and Fixed LTE Contact Information
Welcome to our Contact Information page. Got a question or something on your mind? Here’s a list of who to reach out to and even an estimate on when it’ll be all sorted out. Let’s get you connected!
General
TRACK MY HARDWARE DELIVERY
Download the RSAWEB App for updates on your pending orders. For more information on the order process see our Fibre delivery status guide, or our Fixed LTE delivery status guide.
Log a ticket here: Log a ticket or chat to us on live chat on our website
Office hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 1-2 business days
What you need to know: You can track your hardware delivery via our Mobile App.
REFER A FRIEND
Who: Sales Team
How: Complete this form or chat to us on live chat on our website
Live chat hours: Monday – Saturday 7am – 8pm
Sunday & Public Holidays 8am – 8pm
SLA: Tickets – 4 working hours response time, Live Chat – Live Time.
What you need to know: If your referral signs up with Fibre you’ll receive R300 in credit as a token of our appreciation, and your friend will receive a credit of R150. If they sign up for Fixed LTE you’ll receive R150 in credit and your friend will receive R75 in credit. This will be added as a credit to your account once your friend’s service goes live.
Manage My Services
UPGRADES/DOWNGRADING YOUR SERVICE
Office Hours: Monday / Friday from 08:00-17:00
Saturday / Sunday / Public Holidays from 09:00-16:00
SLA: Tickets – 1-2 Business days
What you need to know: Upgrades can be requested anytime. This can take up to 3 working days to come into effect. Downgrades happen on the 1st of the following month. All requests need to be sent before the 20th of each month. If the request comes after the 20th, then the downgrade will be processed the following month. You will be charged R250 per downgrade.
CEDING SERVICE TO NEW TENANT
If you are moving from your current home into a new home and want the new tenant moving into your current home to take over your internet service without having to experience any downtime – please refer to this section.
Who: Projects Team
How: Log ticket here
Office Hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 4 working hours response time
What you need to know: A cession will only take place once all required documents are received from both parties. If the complete set of required documents is not received before the 19th of the month, then the original customer will remain liable for the payment of the upcoming month.
CANCELLATIONS
Who: Retentions Team
How: Log ticket here Log ticket here
Office Hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 4 working hours response time
What you need to know: Cancellation Penalties will be incurred if you are cancelling within 12 months or 24 months if you signed a 24-month contract. These fees will be incurred whether you are cancelling or moving (see explanation here https://www.rsaweb.co.za/ftth-installation-faqs/). These fees can be avoided if you cede your service to new tenant or take up a new service at your new location and carry the months over. The Retentions team will be happy to explain the available options to you.
TECHNICAL ISSUES (SPEED ISSUES, DISCONNECTS, WIFI, FAULTS)
Who: Support Team
How: Log ticket here . You can also use our Live Chat feature on our website to open a quick dialog with one of our support agents, or alternatively via our WhatsApp live chat feature.
Office Hours: Monday – Saturday 7am – 8pm
Sunday & Public Holidays 8am – 8pm
SLA: Tickets – 4 working hours response time
ACCOUNTS AND BILLING QUERIES
Who: Accounts Team
How: Log ticket here
Office Hours: Monday – Friday from 06:00-24:00
SLA: Tickets – 4 business hours response time.
PROFILE MANAGEMENT
What: Change my bank details, add a contact, add a secondary contact
How: Log ticket here
Related Products
Categories
All
Entertainment
Self Help
Tech News
Company Updates
Community
Social Media
Latest Blogs
Partners with Sanlam Reality to bring you more value
At RSAWEB, we believe in improving the lives of South Africans by combining affordable internet connectivity with exceptional customer service. We have recently partnered with Sanlam Reality to offer you up to 20%...
Read More
5 reasons why you should get fibre to the home
In the digital era, having internet connectivity has become a necessity. Many South Africans work remotely or study online and need a stable, reliable connection. On the entertainment side, you...
Read More
RSAWEB voted as Best ISP for the second time
We won this awesome award because of our loyal customers ─ people who took time out of their day to vote for us. Thank you for recognising RSAWEB as the best ISP, you guys rock!” ─ Rudy van Staden, CEO of RSAWEB...
Read More
RSAWEB welcomes the Google Equiano cable to South Africa
RSAWEB is proud to have been present at the landing of the Google Equiano cable at Melkbosstrand on 8 August 2022 ─ a historic event in the South African connectivity and internet landscape...
Read More
