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.

When will Home-Connect bill me?

Once you receive the Home-Connect 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. Open Access Provider will arrange the Fibre installation at your home
  4. Once installed, and the Fibre Line is activated , your router will be shipped to your home or work address.

What is meant by Activate , Connect, Ignite and Ultimate Packages?

These are the Home-Connect Packages. Each package category offering is different depending on the network.

Please feel free to contact our sales team for more information on any of our packages.

Activate Packages:

Should you already be with another ISP, and have the Fibre installed with the specific provider’s ONT on site, we will switch customer over to Home-Connect at no cost.

On Some networks a once off fee is applicable.

Connect Packages:

Home-Connect will cover the Installation fees to the Open Access Provider. Should you select the Connect Package and cancel within 1 a one year period, you will be charged for the full cost of activation & installation fees.

Ignite Packages:

Once off fees applicable , available on certain networks.

Ultimate Packages:

Home-Connect will cover the Installation fees to the Open Access Provider. Should you select the Ultimate Package and cancel within 1 a one year period, you will be charged for the full cost of activation & installation fees ( at a Pro-Rata rate).

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 and Ultimate packages. Read our Terms and Conditions here.

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@ R78.00 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 support@home-connect.co.za

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 Home-Connect support engineer will trouble shoot remotely to identify where the fault lies.

Should the fault lie on the Open access provider Fibre infrastructure, Home-Connect Technical Support will deal directly with the Fibre Provider and keep you informed on status of Fibre Outage or Fibre break.  Home-Connect Support team are able to assist up to the point of the Home-Connect 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 Home-Connect router, please note the call out fee is R450.00 per hour.

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 our accounts team accounts@home-connect.co.za

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.

I am moving houses, what should I do?

Moving on the same network :

Should you be moving on the same Open Access Fibre network , a once off activation or installation fee will apply to connect FTTH services at the new premises . Please contact our customer service team to assistance . Lead time is dependent on the Fibre Network provider.

Moving from one network to another :

Should you be moving from one Open Access Fibre network to another. A cancellation must be processed for the old address ( calendar month notice will apply for the cancellation) .

A new application should be processed on the new address you are moving to ( check for coverage ) . Cancellations and new applications must be processed on the Home-Connect portal ( Sign In) .

Home-Connect: Transfer of Ownership Process ?

Account Transfers can only be actioned on the following grounds of:

  • Changing ownership from an Immediate Family member, whom is already living in the same premises , where the Fibre services is being delivered to , to another Family member that lives on the same premises.
  • The Immediate Family member (s) living in the same household , and this new family member agrees to be the new account holder and to be responsible for payment of the Home-Connect Fibre account from when ownership is processed successfully by our internal operations team

The Fibre ONT equipment must remain at the premises and the existing Home-Connect router onsite will be used.

Should you be vacating the premises please cancel your account- please login into the Home-Connect portal and select the cancellation tab to proceed with a cancellation.

Change of Banking details from one family member to the next ?

Change of debit order detail can be submitted through the Home-Connect Portal by selecting Update Banking information under My profile tab.

Alternatively , should you want another family member to take over the billing account , you may also opt for transferring the account to them ( refer to Home-Connect: Transfer of Ownership Process FAQ)

Cancellations & New Applications ?

A Cancellation and a New Application will apply when:

  • At any stage that the Home-Connect account holder/homeowners are vacating the premises and new Tenants are moving into the unit/house/apartment
  • There is a changeover from Landlord to a new tenant

The Fibre ONT equipment must remain at the premises and a new router Home-Connect will be provided  ( unless otherwise specified).

If at any point new residents are moving into the premises and a new person will be responsible for payments , previous owner must cancel, and a new application order must be created by the new resident.

Should you have any questions on cancellations, updating banking details or transfer of accounts please email Customer Service customerservice@home-connect.co.za

What are the sales hours?

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

And 8am to 2pm on Saturdays.

010 612 0611 or sales@home-connect.co.za

What are the support hours?

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

And 8am to 2pm on weekends.

010 612 0611 or support@home-connect.co.za

What are your Customer Service hours?

Our Customer Service team are available Weekdays 8am to 5pm.

010 612 0611 or customerservice@home-connect.co.za

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 www.speedtest.net 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 support@home-connect.co.za 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, R55.00 per month. please request this from our Sales or Customer Service Team.

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 smtp.home-connect.co.za with no authentication or alternatively you can contact you email hosting provider.

Porting My Number?

Switch your current telephone number over to Home-Connect from any provider.

Home-Connect also offers competitive local and international call rates ( Link to the website rates)

When submitting request for porting on the Home-Connect Management Portal Shop , please have the following documents handy  .

–    Copy of Telkom/Provider invoice (not older than 3 months)
–    Copy of ID for the authorized person/owner of the account

You will be promoted to completed the Home-Connect GNP Form (form available online) on our portal Shop.

Do note that you must not cancel your number with your current provider, until after the porting by Home-Connect team is successfully completed.

Also note that Home-Connect can only port Geographic numbers. Any queries on porting please chat to our sales team.

Portal FAQ’s

How do I create a Home-Connect profile?

Please register by completing your personal details here

Should you encounter any issues please feel free to contact us on 0106120611 or send an email to customerservice@home-connect.co.za

I am not receiving a USSD code ?

Please be advised that Home-Connect App and portal makes use of two factor authentication for sensitive transactions. The USSD code will go to the registered mobile number to confirm the transaction.

USSD is sent for the below transactions:

  • Change of service
  • Cancellation
  • Transfer of account
  • Updating of banking details

Please ensure the following :

  1. That you have full signal on your phone
  2. That your phone is unlocked
  3. That you have indicated the correct cell number in the Home-Connect portal .

Should your number be incorrect , please amend it from the My Profile tab ( right hand corner in the portal). Note the Mobile Number is the number the system will send the USSD code to.

I would like to update my banking details.

Banking details can be amended on the Home-Connect portal, please login to the portal here (login URL) and update your banking details under my Profile button. Do note that the system will send you USSD Code to the registered mobile number in the system. Please accept the USSD in order to proceed with the request.

How do I upgrade or Downgrade?

Please login to the Home-Connect portal Here (URL) and click on the Service Change tab. Once your Service Change is received it will be processed by our operations team with the Fibre Network Provider. Do note that there is a notice period of one calendar month notice for service changes on most of the provider networks. 

Do note that the system will send you USSD Code to the registered mobile number in the system. Please accept the USSD in order to proceed with the request.  

How do I cancel on the portal?

Please login to the Home-Connect portal Here and click on the Cancellation tab. Once your cancellation is received it will be processed by our operations team with the Fibre Network Provider. Do note that there is a notice period of one calendar month notice for cancellations. Termination terms may apply to our packages.  

Do note that the system will send you USSD Code to the registered mobile number in the system. Please accept the USSD in order to proceed with the request.

My Fibre installation has been completed, what are the next steps?

Once the Fibre installation has been completed, kindly contact our operations department operations@home-connect.co.za or 010 6120611 to dispatch your router device . Please be advised that router dispatch is dependent on the Fibre provider activating your line and activation lead times are dependent on the respective Fibre provider.

I am unable to login into your portal?

For a better browsing experience please make use of the following compatible browsers. Google chrome, Firefox , and Safari.

Still unable to login? Please contact 010 612 0611 customerservice@home-connect.co.za to assist

How do I reset my password?

Please click on the link  https://portal.home-connect.co.za/#/login 

Select the forgot password option, a link will be sent to your registered email address to proceed to change your password,

Why do you require my Proof of address and ID copy, what if I don’t have proof of address for my current or new address?

Kindly note that for RICA and FICA proposes we require your ID and any proof of residency not older than 3 months (it can be for your new or old address). 

Didn’t find the answer to your question?

Please contact us below