How do I check coverage in my area?

You can check for coverage on our Portal Maps on our website. Click here to go to the coverage portal.

Please place a full address when checking for coverage.

How do I place an order?

Step 1: Use the map and check for coverage

Step 2: Click on Order now or Preorder now

Step 3: Select a package from the provided

Step 4: Confirm selection

Step 5: Complete the order form

When will service provider bill me?

Once you receive the service provider router and the router device is connected , our accounts department will send you your invoice.

Why are some of your package prices different?

Pricing varies and is dependent on the Fibre provider being available in your residential area.

I have submitted my order on the portal. What now?

  1. Order will be approved with 24 hours (Mon-Fri)
  2. Order will have placed with Open access provider
  3. Once order is ready router will be shipped to your home or work address.

What are the different service providers packages?

Activate Packages:

Should you already be with another ISP, and have the specific ONT on site, we will switch you over at no cost.

Connect Packages:

These packages are for new installations; should you opt for this package Home-Connect we will cover the cost of installation.

Ignite Packages:

Once off connection fees applicable, pay less monthly.

What is an ONT or CPE?

ONT stands for Optical Network Terminal.

The ONT (also called the modem) connects to the Termination Point (TP) with an optical Fibre cable, and connects to your router via an LAN / Ethernet cable.

A CPE (customer Premises Equipment) does the same function as a ONT.

Is there a cancellation fee?

Only on our connect packages. Read the Terms and Conditions from the service provider.

How do I upgrade or downgrade my service ?

Log your request for change of service request on your Login profile. We require one month’s calendar notice in order to process your request for change packages.

For any assistance logging the change of service request please contact our sales team.

Does any of the service providers offer VoIP?

Phone line@ R68.00 per month. Port your number R210.00 once-off. TalkTalk All You Can Eat. R268.00 per month. Free unlimited calls to all local landline and mobile operators.

How long does installation take?

Home-Connect makes use of Open Access Providers that lay the physical Fibre infrastructure. Different providers have different lead times for installing the Fibre.

Router Deliveries?

Johannesburg same business day delivery. Cape Town next business day delivery.

Will a technician come and install the router?

Router to be delivered to you. Router Guideline is in the router box for a plug and play set-up. Should you need help contact the current service provider support team.

There is a problem on my Fibre Line. Can I arrange for a call out?

Depending on the nature of the query or issue the service providers support engineer will trouble shoot remotely to identify where the fault lies.

Should the fault lie on the Open access provider Fibre infrastructure, The service providers technical support will deal directly with the Fibre Provider and keep you informed on status of Fibre Outage or Fibre break.  The service providers support team are able to assist up to the point of the service providers router, anything required from an internal networking perspective you would need to arrange with a 3rd party networking company to assist.

Should you need assistance with the first time setup of the service providers router, please note the call out fee is based on an hourly rate and is specific to the service provider.

Payment Method

Our Payment method is Debit order only. 1st or the 15th of the month.

Billing Terms?

Our payment terms for all once-off and monthly fees are in advance.
Service(s) provided for part of a month will be charged on a pro-rata basis.

Can I use my own router?

On certain networks yes you may. Check with our support team to confirm capability.

Invoices? Query on my account?

Monthly invoices will be sent to you from our accounts team. For any queries please email the service provider support team

How do I cancel?

Log your cancellation on your Login profile. Cancellations are one month’s calendar notice.

Can I pause my FTTH service while I am away from home?

We are unable to pause your FTTH service while you are away from Home. Our Open Access Fibre Providers do not offer a pause service option , and the contract is month to month.

Should you be away for longer than 3 months and not want to pay for services , we would suggest cancelling you link – with a calendar months’ notice and then re-applying for the FTTH service as if it is a new application .Do bear in mind there will be a lead time involved for getting your Fibre link connected again.

How can I contact the Sales Department?

010 900 2180 or sales@onlineteam.co.za

What are the sales hours?

Our Sales team are available Weekdays 8am to 5pm.

And 8am to 2pm on Saturdays.

010 900 2180 or sales@onlineteam.co.za

How can I contact the Support Department?

010 900 2180 or sales@onlineteam.co.za

What are the support hours?

Our Support team are available Weekdays 7am to 10pm.

And 8am to 2pm on weekends.

010 900 2180 or sales@onlineteam.co.za