1. How do I check coverage?

You can check for coverage on our coverage maps , which can be found on the top of our Website , the Check Coverage button , next to the Sign In button.

Link: https://portal.home-connect.co.za/#/checkcoverage

Kindly ensure that you place a full street address, number of the house or the name of the complex.

Once you address appears in the toolbar please select it and click on the address.

If there is Fibre available, message will appear:

Congratulations your area is Fibre ready.

Click on available packages.

You will be redirected to see the packages available in our area. Again this is dependent on the provider.

If there is no Fibre yet in your area, message appears:

We are Sorry!

Click here to leave your details, and we will notify you when Fibre is at your doorstep.

Do leave your details on our Home-Connect portal, our team will get in contact with you as soon as Fibre becomes available in your area.

Please note that our maps are updated regularly, however should you be certain that an Open Access Provider is available in your area please email our sales team and they will get back to you with a confirmation.

2. How do I place an order?

Step 1: Please register to our Home-Connect portal.

Step 2: Click on Sign In icon on the top of our website and register to our Home-Connect Portal.

Step 3: After you have successfully registered, please use your logins to login and check coverage on your area. You will be able to view packages available in your area.

Step 4: Select the package speeds that you would like to order and continue with the purchase process.

3. More information on placing an order on our Home-Connect portal:

After you have checked for coverage on our portal and viewed the available packages, decide on a package and click on BUY NOW!
The Home-Connect system will ask you to sign in or to register with Home-Connect.
Register using your email or cell phone number, enter the required details. The system will send you confirmation of registration via email.
Kindly confirm registration by clicking on the URL in the email and login again to the Home-Connect portal.
You will then be able to proceed with their application process.
The system will reflect the Summary of Charges.
Click on proceed, the system will request for further information and request you to upload your ID and Proof of address documents.
You will be prompted for your banking details, and requested to accept a Debit Order Mandate. Debit order date to be selected, the date is the first or the fifteenth of the month.
Please continue to the next page to confirm your shipping address for the router/equipment is to be shipped.
Application will then be submitted to the Home-Connect Team.
Our Team will then receive the application and vetting to occur with 24 hours.

4. Why are some of your packages different?

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

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

Once your order has been submitted successfully, the Home-Connect team will vet your application. Once your application has been accepted you will receive notification on email and SMS that it has been accepted. The team will then process your order accordingly with the specific Open Access Provider and as soon as your home is Fibre Ready, you will receive the Home-Connect router via courier to your preferred shipping address.

6. What are the Home-Connect’s packages?

Our packages are dependent on the Fibre Provider in your area.

We have tailored our products around two Product Suites.

These packages are called ‘Activate’ and ‘Connect’ 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.

All our Activate packages are Uncapped, Unshaped, Unlimited, include a FREE router and are on a Month-to-Month contract basis.

Connect Packages:

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

For Waterfall Access Networks Only, customers are required to obtain the Zhone ONT directly from Waterfall Access Networks.

All our Connect packages are Uncapped, Unshaped, Unlimited, include a FREE router and are Month-to-Month (T&C apply).

Some networks have one fee for ONT activation and ONT installation – therefor only an activate package would be offered on these networks.

7. 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 and specifically Vumatel have termed the ONT devices as a CPE.

8. Does Home-Connect pay for Fibre installation?

Should you opt for our Connect Packages, where the Once-Off Fibre installation is included, then yes we will cover the Fibre installation costs.

Waterfall Access Networks (WAN) Customers only:

The Zhone ONT required. The Fibre Installation must be obtained and paid directly to Waterfall Access Networks.

Dark Fibre Africa (DFA) Parkview Residents Only:

Once-off Fibre installation cost of R2 850.00 VAT inclusive for build work in Parkview which includes pulling the Fibre from the boundary wall in the street to the first entry point to the home, the first 20 meters is included in the cost. The additional per meter rate for builds in Parkview are R100 p/m. Installation and configuration of the ONT to the home is included in the cost.

9. Is there a fee to upgrade/downgrade?

This is dependent on the provider. Most providers don’t charge an upgrade or a downgrade fee.

Waterfall Access Networks charge an activation fee for a downgrade only this is R1088.00 once off. No fee for upgrades

Vumatel – No charge only new billing

MetroFibre – No charge only new billing

Dark Fibre Africa – No charge only new billing

Octotel – No charge only new billing

Openserve – Once off charge of R100.00 for regrade.

SADV – No charge only new billing

FrogFoot – No charge only new billing

Mitsol – once off charge for Upgrades and Downgrades R999.00

Please note upgrades and downgrades are effective the 1st of the month. Please email our sales team to request an upgrade/downgrade.

To request an upgrade or downgrade please contact our sales team on 010 612 0611

Or log a ticket by emailing Sales@home-connect.co.za .

10. If I already have an ONT/CPE why do I need to pay activation?

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

Our Activate packages include ONT activation at no charge.

For the below providers should you have the CPE or ONT on site please select the

Activate Packages:

  • Vumatel
  • Waterfall Access Networks
  • MetroFibre (Open Access Complexes or Estates – MDU Multi Dwelling Unit)
  • Dark Fibre Africa (Excluding Park View Residents)
  • Octotel
  • FrogFoot
  • Openserve
  • SA Digital Villages (Open Access Complexes or Estates – MDU Multi Dwelling Unit)
  • Mistol
  • Link Africa

The below providers, should you not have the CPE or ONT on site you can chose the Connect Packages:

Vumatel

  • Vumatel – Home-Connect will cover the CPE installation Fees
  • MetroFibre for Residential areas ONLY where build work is required Non MDU sites.
  • Octotel – Home-Connect will cover the ONT installation Fees
  • FrogFoot -Home-Connect will cover the ONT installation Fees
  • SA Digital Villages Residential areas ONLY where build work is required, Non MDU (Non Multi Dwelling Units or Suburbia)
  • Link Africa -Home-Connect will cover the ONT installation Fees

Please note:

Waterfall Access Networks

Activate Package. WAN Zhone ONT needs to be obtained directly from Waterfall Access networks.

MetroFibre

MDU – Multi Dwelling Units

Complexes and Estates Activate Packages. Home-Connect will cover the installation and activation costs in these open access complexes.

Activate package. Home-Connect will switch you over at no cost.

Non MDU – Suburbia NON Multi Dwelling Units

Area dependent, residential agricultural holding areas where there is MFN coverage. No ONT installation or activation fees. Fibre installation fees covered by Home-Connect to the value of R2000.00

Connect package. Home-Connect will cover the Fibre and the ONT installation

Dark Fibre Africa

Activate package. Home-Connect will connect you at no cost. (This excludes Parkview residents)

Home-Connect will cover the installation and activation costs in the below areas:

  • Jade’s Building
  • WestPoint Building
  • DeBosch Estate

Fibre Installation applicable for only Parkview residents:

Once-off Fibre installation cost of R2 850.00 VAT inclusive for build work in Parkview which includes pulling the Fibre from the boundary wall in the street to the first entry point to the home, the first 20 meters is included in the cost. The additional per meter rate for builds in Parkview are R100 p/m. Installation and configuration of the ONT to the home is included in the cost.

Octotel

ONT on site (Switching providers or the Home you are moving into has an ONT)

Activate package. Home-Connect will switch you over at no cost.

NO ONT on site

Connect package. Home-Connect will cover the ONT installation.

FrogFoot

ONT on site (Switching providers or the Home you are moving into has an ONT)

Activate package. Home-Connect will switch you over at no cost.

NO ONT on site

Connect package. Home-Connect will cover the ONT installation.

Openserve

ONT installation is free till end of June, Standard packages applicable till further notice.

SADV

MDU – Multi Dwelling Units

Area dependent Complexes and estates where there is SADV coverage no ONT installation or Activation fees.

Activate package. Home-Connect will connect you at no cost.

Non MDU – Suburbia NON Multi Dwelling Units

Area dependent, residential areas where there is SDAV coverage. ON ONT installation or activation fees. Fibre installation fees covered by Home-Connect to the value of R1700.00 rand.

Connect package. Home-Connect will cover the Fibre and the ONT installation.

Mitsol

No ONT activation or installation fees applicable, only one product. Activate packages. Home-Connect will connect you at no cost.

11. Is there a cancellation fee?

Our Activate Packages are month-to-month. With one month’s calendar notice.

Should you cancel within in the first month, you will be liable for a once-off activation fee.

After month one, should you wish to cancel, you would need to give Home-Connect a one month’s calendar notice.

Our Connect Packages are month-to-month. With one month’s calendar notice.

Should you cancel within a year, you will be liable for the activation and installation fees incurred.

Our T&C can be found on our website under our General Terms for Home Services : https://www.home-connect.co.za/master-service-agreement/

12. Do I keep the router?

Should you cancel within a year, we will arrange the collection of the Home-Connect router device.

13. Does Home-Connect offer VoIP?

Home-Connect offers voice services through TalkTalk Business, which is our Voice division. Home-Connect offers competitive local and international rates.

We offer a voice line also known as an extension (telephone Number) at R68.00 per month. You can load Talk Time credit to your account in increments of R50.00.

Do away with your current phone provider and move your number across to Home-Connect by porting your number over to us by paying R210.00 once-off.

TalkTalk All You Can Eat.

Get Talking for Less. Sign up to our TalkTalk All You Can Eat Voice Product. TalkTalk All You Can Eat Voice Add on R268.00 per month. Free unlimited calls to all local landline and mobile operators.

In order to make international calls please load, TalkTalk (airtime) credit into your accounts.

All you need to use our VOICE Services is a IP enabled phone. Which Home-Connect can provide to you at a cost.

Refer to our latest IP phones on our website:

https://www.home-connect.co.za/voice/

For more information on our Voice services please feel free to chat to our sales team.

sales@home-connect.co.za

010 612 0611.

14. 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.

On Average:

Vumatel: if the area is live 7 days to install a CPE. Activation is immediate should there be Vumatel CPE on site.

MetroFibre: Open Access Estate or Complex 2-4 weeks

Waterfall Access Networks: Should a Zhone ONT be on site 48 hours’ configuration.

Dark Fibre Africa: Should the area be live 2-4 weeks

Octotel: If the area is live 14 days to install the ONT.

FrogFoot: If the area is live 4-6 weeks to install the ONT

Openserve: If the area is live 2-4 weeks to install the ONT

SADV: If the area is live 2-4 weeks to install the ONT

Mistol: If the area is live 4-6 weeks to install the ONT

Once the ONT and CPE is installed, the Home-Connect team will deliver the Home-Connect router to your home via courier.

15. Router Deliveries?

Johannesburg same day delivery if the router is dispatched before 12h00 pm.

Cape Town next day delivery if the router is dispatched before 12h00 pm

Our courier company does not deliver on Weekends and on public holidays. These deliveries will take place on the next business day.

Any queries on your router deliveries please chat to our Operations team.

They can be reached on 010 612 0611 or email operations@home-connect.co.za

16. When will I receive my router?

Once the ONT and CPE is installed, the Home-Connect team will deliver the router to your home via courier.

Johannesburg same day delivery if the router is dispatched before 12h00 pm.

Cape Town next day delivery if the router is dispatched before 12h00 pm

Our courier company does not deliver on Weekends and on public holidays. These deliveries will take place on the next business day.

Any queries on your router deliveries please chat to our Operations team.

They can be reached on 010 612 0611 or email operations@home-connect.co.za

17. Will a technician come and install the router?

Once the Open Access Provider has installed the ONT or CPE. Your link is now ready for the router.

Home-Connect will then arrange for the router to be delivered to you. The router is very easy to setup, once the router is dispatched you will receive an email with your account details and username.

18. Can I pay by EFT?

Our Payment method is Debit order only.

19. When will the debit order go off?

The Debit order will go off on the 1st or the 15th of the month, depending on what date you chose when applying on the Home-Connect portal. Pro rata billing from the date you are connected on the Home-Connect service (router received and is operational).

20. What router will I receive?

We provide a Free Dual Band router on the majority of the networks. Please query with our sales team to confirm the free router you will receive along with your Home-Connect Package.

21. Can I use my own router?

On certain networks such as Vumatel and MetroFibre yes you may use your own router. Please check with our support team prior so that we can ensure the router device you have is compatible with the network.

22. Will I have access to the router?

On certain networks such as Vumatel and MetroFibre yes you will have full access to the router. It depends on the open access provider’s setup; some networks you have will have full access to the router. Please check with our support team prior should you need confirmation on router access.

23. Invoices? Query on my account?

Monthly invoices will be sent to you from our accounts team. For any queries please email our accounts team accounts@home-connect.co.za

24. How do I cancel?

You must request a Cancellation Request Form by emailing our cancellations team cancellations@home-connect.co.za cancellations require a full month calendar notice. More information can be found regarding cancellation and our Terms and Conditions on our Service Terms page:

https://www.home-connect.co.za/master-service-agreement/

25. How can I contact the Support Department?

Please feel free to call us on 010 612 0611

Or log a ticket by emailing Support@home-connect.co.za

26. What are the support hours?

Our support hours are 7am to 10pm on weekdays, 8am to 2pm on weekends.

You can call our support team on 010 612 0611 or log a ticket by emailing support@home-connect.co.za .

27. What are your Sales Hours? How can I reach the Sales Team?

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

Please feel free to call our sales team on 010 612 0611

Or log a ticket by emailing Sales@home-connect.co.za .

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