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FAQs.

We are here ready to answer you.

Getting Started

When will Syfinity bill me?

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

How long will it take to get connected?

This will depend on the turnaround for your installation and activation. Once the line has been installed in your premises it can take up to 5 days for the provider to activate your line. As soon as your Fibre line is active, your router will be shipped to your home or work address.

You can be connected to Super Fast Internet from Syfinity within 24 hours.

Each provider has a different lead time for installation and activation. If your line is already activated, you’ll be connected shortly after you sign up.

How to get connected to Fibre

Step 01 – Check Fibre coverage
Fibre is still relatively new and currently being rolled out across the country. So you may not have Fibre available in your area just yet. Use our Coverage Map to find out if your area is Fibre ready and which providers are available.

Step 02 – Sign up with Syfinity
In true Syfinitystyle, we have several affordable, contract-free Fibre packages to choose from, and have multiple Fibre providers working with us to bring you Super Fast Internet. Simply put in your address, and if you’re covered, we’ll take it from there and get you connected before no time.

Step 03 – Fibre installation
There are three basic steps to getting Fibre, which begins with availability in your neighbourhood. Once the provider has done this initial installation, your area would be Fibre ready. The next step is to have a Fibre line brought onto your property. Once you’ve signed up for Fibre with Syfinity, the relevant provider will be in touch to help you get the Fibre line installed to your premises.

Step 04 – Fibre Enjoy!
Once you’re all set up, just sit back and enjoy faster internet with HD or 4K streaming, faster downloads, and uninterrupted surfing and gaming. And you can even do this wirelessly across supported devices with the Syfinity dual-band AC Wi-Fi Router, which provides an excellent coverage area and operates on both the 2.4GHz and 5GHz frequencies for future-proof, cutting-edge connectivity.

How Fibre is different from DSL?

DSL is dependent on copper wire infrastructure, which is often unreliable and can be slow if you have a bad line or are far away from your local exchange, whereas Fibre transmits data with pulses of light over an optical cable.

These cables are far more reliable than copper wires and can offer much greater connectivity speeds.

Why are some of your package prices different?

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

Checking Coverage

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.

If you do not have Fibre coverage in your area

If Fibre isn’t available in your area yet, use the Coverage Tool to give us your details and we’ll let you know as soon as Fibre becomes available in your area.

Delivery fee

When will my router be delivered?

If you need to get a new Fibre line installed, your router will only be delivered once we receive an installation confirmation from the Fibre provider. If you already have Fibre installed, your router will be despatched at the time of your order.

Is there a delivery fee?

A delivery fee of R299.00 will only be charged if you take a Wi-Fi router as part of your order.

General Questions

Cancellations & New Applications?

A Cancellation and a New Application will apply when:

  • At any stage that the Syfinity 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 Syfinity 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 clientservices@syfinity.com

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

Change of debit order detail can be submitted through the Syfinity Client 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 Transfer of Ownership Process FAQ)

Transfer of Ownership Process?

Transfer of Billing Ownership can be processed on the following grounds:

  • Changing ownership of the current Syfinity billing account to an Immediate Family member, whom is already living in the same premises, where the Syfinity Fibre services is being delivered to.
  • 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 Syfinity Fibre account from when transfer of ownership date is processed successfully.

The Fibre ONT and Syfinity router equipment must remain at the premises and the existing Syfinity router must be used at the premises.

Transfer of billing account Ownership can only be actioned on the Syfinity client portal, please login here and select the Transfer of Ownership option.

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

I am moving houses, what should I do?

Due to fibre being a fixed line technology, the service cannot be moved to our new address.

Step 1 : Cancel your current fibre.

Please log on to www.syfinity.com and click sign in. Kindly note that our portal supports Google Chrome browsers.

Once logged in select the cancellation tab at the top and follow the prompts to proceed the cancellation process.

When the timer appears, please unlock your phone and go to either SMS/Email depending on the method you selected for authorization to authorize cancellation

Step 2 : Apply for the new Address.

Login to the Syfinity client portal at www.syfinity.com and select check for coverage.
If your area is fibre ready, continue by selecting View available packages.

You will now be presented with various packages to choose from. Select a package that is best suited to
your needs.

  1. You will be redirected to your order summary. Click proceed.
  2. Complete the application form, upload your ID and proof of residence and complete your debit order details. Click next.
  3. Lastly, please confirm delivery address of your free-to-use router and click next.

Syfinity will shortly be in contact to finalise your connection.

Please note:

Please take note that a full calendar months’ notice is required for cancellation.
If you require any assistance, please email clientservices@syfinity.com

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.

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@syfinity.com

Can I use my own router?

On certain networks using your own router device is possible. Check with our support team to confirm capability.

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.

Please note that this is a month to month contract , 1 calendar month notice period applies for all upgrades, downgrades and cancellations (Terms and conditions apply).

One cannot pause services and charges will resume and be incurred for suspended accounts as well as accounts that are in arrears.

Payment Method

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

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 Syfinity support engineer will trouble shoot remotely to identify where the fault lies.

Should the fault lie on the Open access provider Fibre infrastructure, Syfinity Technical Support will deal directly with the Fibre Provider and keep you informed on status of Fibre Outage or Fibre break.  Syfinity 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 Syfinity router, please note the call out fee is R650.00 per hour.

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 assistance connecting your router , please contact support at support@syfinity.com or 087 109 1000

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 for change of your service speed.

Immediate upgrades available on some networks- dependant on the Fibre Network operator.

For any assistance logging the change of service request please contact our client services team  clientservices@syfinity.com 087 109 1000

Why are some of your package prices different?

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

What is an ONT or CPE?

ONT stands for Optical Network Terminal.

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

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

Do you have an Acceptable Use Policy?

Yes, all our Fibre packages are subject to our Acceptable Use Policy.

Will my Fibre Package be locked to a single address?

Yes, Fibre packages are locked to a single location.

Can I use my current ADSL router?

Possibly not, as Fibre works very differently to ADSL. But you may, in some cases, be able to use your existing Wi-Fi enabled router to spread your Fibre connection via Wi-Fi. This will depend on which router you have and how the provider installs your Fibre.

Do I need a telephone line to use Fibre?

No! Fibre connects via optical cables that carry data via light, which are completely separate from the old Telkom copper wire network.

Will I have to pay a setup fee?

No. If you sign up with Super Fast Internet – Fibre today, you can save up to R4 500 on setup costs and we’ll send you a Fibre-ready Wi-Fi router at no cost on new installations. Terms and Conditions apply.

Is the price of the Fibre line included in the package price?

Yes – the price you see is the price you pay! All Fibre packages are bundled, so the price is for both your data and the line rental, all-inclusive.

Is there a cancellation fee?

Yes, should you cancel your Fibre less than 6 months from installation, or your account falls into arrears, you will be charged a cancellation fee of R1 099.

 

Shaping

Are your Fibre packages shaped?

No, all Fibre packages are uncapped, unshaped and unthrottled – There are no usage thresholds so you can use as much data as you like, whenever you like. No throttling or shaping will be applied.

need help?

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TELEPHONE: 087 109 1000
E-MAIL: INFO@SYFINITY.COM

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