Frequently Asked Questions

Understanding everything can be difficult, that's why we ensure we know everything from Fibre to what to eat for dinner. Contact us on 010 612 0611!

General FAQ’s

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: Please register

Step 2: Click on Sign-in icon

Step 3: Select the package

Step 4: Continue with your online purchase.

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 Home-Connect’s 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.

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 Home-Connect 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 support at

Payment Method

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

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 our accounts team

How do I cancel?

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

What are the support hours?

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

8am to 2pm on weekends.

010 612 0611 or

Technical FAQ’s

Testing over Wireless

Please bear in mind that Fibre services is more stable and reliable than ADSL , we deliver the service via the Open Access Fibre Provider’s ONT directly through to the Home-Connect router. Which we supply with our packages.

The Home-Connect router has Wi-Fi capabilities that delivers the bandwidth to your home over a dual band frequency (this being 2.4GHZ and 5GHZ) , do bear in mind that Wi-Fi has its limits due the below factors that interfere with Wi-Fi :

  • The distance of the devices connected from the wireless router and if there are thick walls within the home
  • Overlapping channel interference caused by wireless networks in the area (frequencies such as your Microwave & fridges omit a frequency that can also affect your router, so please keep it away from such appliances)
  • The number of devices (such as phones, tablets, laptops and media devices) connecting to the router.

Should you suspect your line is not stable over the Fibre, please conduct a speed test directly over LAN cable and ensure the following:

  • Disable all devices connected to the router. This includes, VOIP phones, Tablets , cell phones , smart TVs etc…
  • Plug the router directly into the provider’s CPE or ONT via the LAN/Ethernet cable into your computer ( Note your computer CPU usage must not be over utilized when conducting the test).
  • Please do a speed test and select the CipherWave Server
  • Conduct the speed test.

Should you be getting less than the speed the signed up for via LAN , please send screen shots of the testing to or call 010 612 0611 and the technical team will assist you accordingly.

Should you have a rather large home that needs to be connected, what we normally recommend is for you to add boosters, extenders or Access Points into your home.

This can be arranged through a third party networking company of your choice to install the infrastructure; or we can recommend a company for you.

Can I get a static IP?

Yes, R45.00 per month. please request this from Sales.

How to check your connection speed on your Apple TV

Please click here to view the guide for this question.

Why can’t I send out my emails when using Home-Connect as my ISP?

You can use our smtp server with no authentication or alternatively you can contact you email hosting provider.

Didn’t find the answer to your question?

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