Service Delivery Policy

Once we have confirmed coverage at your address and received your payment, our installation team will run the fiber, set up your router and activate the service within 24 to 48 hours.

This window covers a normal installation. It can run longer where the cable run needs extra permission, extra materials, or falls on a day our technician cannot reach your area — we will tell you on WhatsApp if that happens, and give you a new expected time.

Most renewals are activated automatically as soon as payment is confirmed — usually within a few minutes.

Where a payment needs manual verification, we check and activate it within 10 to 20 minutes of the payment being submitted. If you pay ahead of your current period ending, the new package is queued and starts the moment the current one finishes, so your connection never drops in between.

• New connection: your router is online and passing traffic at your premises
• Renewal: your package shows active in the customer portal, with its new billing dates

If an installation or activation runs past the times above for a reason on our side, contact us on WhatsApp with your order reference and we will give you a firm update.

Where the delay is a genuine failure on our end that we cannot resolve within a reasonable time, we assess compensation or a service extension case by case — see our Refund Policy for how that works.

The timeframes above assume normal conditions. They can be affected by things outside our control, in which case we will still keep you updated rather than leave you guessing.

• Coverage not yet confirmed at your exact address
• Access to your property not available when our technician arrives
• Load shedding, weather, road closures or a blocked route to your area
• A payment that needs extra verification before it can be activated