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FAQ

The information below applies to new Metrofibre installations in Pierre van Ryneveld during project rollout only.
Once the built has been completed, free TP installation is no longer possible.

How long will it take before I'm up and running?

Installation and activation is subject to the route built being complete. If the contractors have already passed your property, installation takes about 14-21 week days. If the contractors haven’t yet passed your property, it can take anything from 4-6 weeks. After installation, activation takes another 3-5 week days. 

If you sign up for a 12 month contract and the route built hasn’t been completed yet, installation may take significantly longer, as we need to wait for the network operator to sign off the street before we can finalise your application.

What are the installation / activation costs?

There are three options to choose from. These are detailed below. In summary:

  1. Option 1 allows for installation of the TP only (similar to a phone jack) at no cost.
  2. Option 2 allows for a straight up month to month service with a free TP installation. Activation is charged at R1000. The free-to-use ONT remains the property of Metrofibre. Monthly fees start at R629pm for 10mbps.
  3. Option 3 provides for a provisionally free installation and activation subject to a 12 month contract/clawback. As with all contracts, if you cancel before the contract expires, the balance of the installation and activation charges will become due and payable. The free-to-use ONT remains the property of Metrofibre. Monthly fees start at R759pm for 10mbps.

Please note: If you sign up for a 12 month contract and the route built hasn’t been completed yet, installation will take significantly longer, as we need to wait for the network operator to sign off the street before we can finalise your application.

Can I cancel at any time? Will there be any penalties?

Yes. There are no “penalties”. Subject to giving a full calendar month’s notice, you can cancel at any time. If you cancel a 12 month contract before its expiry date, the full installation and activation fees of R2690 will be payable.

I am moving to another property covered by Metrofibre. What happens next?

We need to process a change of address. This can take up to 14 week days, so be sure to let us know in time. Activation at the new property is subject to there being a working line, and may depend on the prior users cancelling with their ISP in time. You can re-use the same router. However, a re-activation fee will be charged (R1000).

Why must I pay a reactivation fee?

This is determined by MFN. The network charges us for your re-activation, so we simply recover the cost.

I'm moving to a nearby unit in the same complex. Must I still pay the reactivation fee?

Unfortunately, yes. This is determined by MFN. They charge us for the re-activation regardless, so we simply recover the cost.

Is this service symmetrical?

Yes, upload and download speeds are more or less the same.

Are the speeds guaranteed?

The network operator only guarantees speeds up to the ONT. Anything between 95% and 100% of your rated speed using a network (LAN) cable is considered acceptable.

Please note that speeds on WiFi may differ significantly. Network operators and ISPs do not guarantee speeds over WiFi, for several reasons, e.g. distance, interference, device capability, etc. It is normal to lose 10-15% of your rated speed for every few meters that you walk away from the router.

Speed tests must be conducted by disconnecting all devices, except for the testing device, from the network. Make sure no other services are running in the background (e.g. sync, backup, torrent, etc.). Speeds must be tested using a network (LAN) cable.

Remember that available your internet bandwith works a bit like water pressure. The more taps you open at the same time, the lower the pressure at each tap. Your fibre connection works in much the same way. The more devices you connect at the same time, the less bandwith is available to each device. Available bandwidth also depends on what each device is “doing”, e.g. if one device is streaming at 1080p, that device on its own is already consuming around 10mbps.

Do you provide a router?

Yes, we will provide a free-to-use ONT/router. Like all network operators, we provide only a standard router/ONT as a matter of economics. It certainly isn’t the “best” router out there. Provided it’s installed in an open area, it does provide pretty decent WiFi coverage. Of course, the size of your house, brick, concrete, etc. will all affect WiFi coverage.

Is the router included in the installation / activation charges?

No, the router is provided on a “free-to-use” basis, and needs to be returned if you cancel the service. The installation and activation charges literally cover installation and activation only.

What is the WiFi range of the router?

Provided it’s installed in an open area, it does provide pretty decent WiFi coverage. Of course, the size of your house, brick, concrete, etc. will all affect WiFi coverage.

Can I use my own router for better WiFi?

Unfortunately, MFN requires using their ONT. Under their terms, they can monitor and optimise your connection and provide second level support. If you need better WiFi coverage, you can disable the WiFi on the stock router, and install your own WiFi router, connected to the ONT using a network (LAN) cable. You can also install range extenders and mesh pods. Please note: The network operator only guarantees speeds up to the ONT. Extending or improving WiFi within your house is considered your own in-house I.T. and for your own cost.

What is the "cheapest" package available?

MFN no longer offers a 5mbps package, so the “cheapest” package available is a 10mbps package. The “cheapest” monthly fee will also depend on whether you take option 2 (Ryneveld Fibre) and pay for activation, starting at R629pm for 10mbps, or option 3 (Vox Fibre) on a 12 month contract/clawback, starting at R759pm for 10mbps.

What is the service level agreement?

The service is intended for home use. Small home offices are acceptable, as long as the primary purpose of the line isn’t to generate income. Line repairs may take 3-5 weekdays. In other words, if your line goes down on a Friday evening, as an ISP, there isn’t much we can do; the network operator (MFN) will only acknowledge the issue on Monday morning.

Can I stream movies without buffering?

Streaming depends on the quality of the stream. Streaming from “free” websites may very well buffer. These sites are not optimised for performance. Poor performance on such a website is not considered an acceptable indicator of performance. DSTV is also known for buffering and quality issues. This is also not an indicator of performance. Always test using a variety of high quality platforms.

Please choose one of the installation options below:

Installation option 1 - TP only
  • MFN contractors will install a TP only. Similar to a Telkom phone jack in the wall, the TP will enable quicker installation and activation at a future time.
  • You will be able to apply with any ISP on the Metrofibre network at a later time. You are not obliged to sign up for a fibre service either with Delitech or any other ISP right away, and there will be no immediate costs on your part.
  • There’s no guarantee when other ISPs might start offering fibre at your address. MFN will install your TP in the mean time as matter of convenience.
  • When you eventually apply for a fibre service, the installation costs/terms of your selected ISP will apply. Some ISPs may offer month to month options with a paid for installation and activation, other ISPs might offer free installation and activation under a claw back/contract.
Installation option 2 - Free TP. Activation - R1000 via Ryneveld Fibre

MFN contractors will install a TP, and Delitech will activate your preferred fibre service as soon as possible. An activation fee of R1000 will be charged.

Packages:

10mbps – R629pm
25mbps – R829pm
50mbps – R929pm
100mbps – R1299pm

Free installation. Activation charge R1000. Fixed installation.

Installation option 3 - Free installation + activation subject to 12 month clawback via Vox Fibre

Delitech is also a Vox ISP. If you choose this option, we will process your application on the Vox system. MFN contractors will install a TP, and Vox will dispatch a technician to activate your preferred fibre service as soon as possible.  Please note: If the street isn’t live yet, your application will be delayed until MFN signs off the network to Vox. Prepare for an extra 4-6 weeks in addition to the ETA’s stated above.

This option lets you choose from any of Vox’s fibre packages as applicable to MFN. The installation and activation is free on a full 12 month contract. If you cancel or migrate to another ISP within 12 months you will be liable to pay the full installation and activation fees (R2690).

Options:

10mbps – R759pm
25mbps – R879pm
50mbps – R1059pm
100mbps – R1369pm

Free installation + activation subject to 12 month contract. Fixed installation.

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