FAQ

All your questions answered.

1. Equipment

It is an Optical Network Terminal, which serves to convert light to data and vice versa, in other words it serves as a modem or router for optic fibre.

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Once a service is activated, it is considered ‘live’ and ready to use immediately. Note: you may connect wirelessly or via network cable. All information required to connect to the network is provided on the white label on the router (ONT). This includes:

  • SSID – default wireless network name
  • WPA KEY – 16-digit default wireless password
  • Admin Credentials – this is used to logon to the ONT for making management changes
  • Default Gateway 192.168.1.1 – this is what you type into internet explorer to access the ONT. It will then request a username & password – enter Admin Credentials as illustrated
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  • Broadband Light: Link to Fibre
  • Service Light: Service Configuration on device

When should I contact support if I have an issue with my ONT:

  • The broadband light is flashing green/solid red.

  • The service light is off or red.
    Note: The service light flashes green all the time, this is 100% normal, the flickering simply means there is traffic or data being transmitted.

No. All ports are usable on our ONT (Both Gigahub and Gigacenters).

Not necessarily. Wi-Fi signals experiences attenuation/interference due to distance from their source just like any other radio.
2.4GHz offer a larger coverage but can perform at slower speeds.

5.0GHz has faster data transfers but at a smaller coverage, the reason for the shorter range is high frequency signals cannot penetrate solid objects like walls and floors. 5.0GHz has lower chances of being affected by interferences from other devices like Bluetooth devices, cordless phones and microwave ovens as these devices operate on frequencies close to 2.4GHz.

Wi-Fi coverage can be improved by moving the ONT to a better location, or by adding more Wi-Fi access points or repeaters. For more hints and tips, click here.

We don’t recommend that you move the access point since it contains a sensitive fibre connection point and it cannot be disconnected or connected by the average DIY person or building contractor. Should you require a relocation of your Access point, additional charges will apply.

MetroFibre strongly recommends that a maximum of three devices be connected via hardwired Ethernet LAN. These should be high throughput devices, such as a TV or PC used for streaming.

Note: the network will become slower as you connect more devices. This is due to the fact that every device needs to be allocated bandwidth.

  • 2.4GHz offer a larger coverage but can perform at slower speeds.
  • 5.0GHz has faster data transfers but at a smaller coverage, the reason for the shorter range is high frequency signals cannot penetrate solid objects like walls and floors. 5.0GHz has lower chances of being affected by interferences from other devices like Bluetooth devices, cordless phones and microwave ovens as these devices operate on frequencies close to 2.4GHz.

The below lists the various interference sources that may contribute to reduced Wi-Fi performance.

2.4 GHz Interferers:

  • High interfering devices: Microwave Oven, 2.4 GHz Cordless Phone, Neighbours Wireless Devices.

  • Other devices: Proximity Sensors, Wireless Mouse, Set-top Boxes, Wireless Audio Devices (headsets or speakers), Bluetooth Device, Wireless Video/Surveillance Camera, Outdoor microwave links, Fluorescent Lights, WiMAX, Loose electrical connections, RF leakage (Satellite TV) Baby Monitors

5 GHz Interferers:

  • High interfering devices: 5 GHz Cordless Phone, Nearby 802.11a or 802.11n WLANs, Radar (Weather or Military).

The router (ONT) and Termination Point (TP – White box connecting to router) both belong to MetroFibre Networx. MetroFibre Networx advises clients not to take the equipment with them should they move as the equipment will not work at another location.

2. Account

If you live in an estate where MetroFibre Networx already has a fibre infrastructure, the ONT will generally be activated within three to five working business days after installation.

Please note that the installation of physical fibre and a fibre access point (Termination Point) into the residence is not included in this period, you will be notified through each phase of our fibre project.

Yes, with our month-to-month contracts you are able to upgrade or downgrade your service by sending an email to orders@MetroFibre.co.za and use the subject line related to the request (i.e. subject: Upgrade/Downgrade).

  • Upgrades: 24-hour notice

  • Downgrades: 30-days from notice

To cancel your service send an email to cancellations@MetroFibre.co.za and use the subject line related to the request (i.e. subject: Cancellation). Provide your account number, name and address.

  • Cancellations: 30-day cancellation period

Once you have paid any amount outstanding on your account, send us the proof of payment to ftthfinance@MetroFibre.co.za or contact our accounts department on 0871514000.

Your service will be re-activated within two business days.

Complaints can be submitted to complaints@MetroFibre.co.za and supply us with the following:

  • Full name

  • Physical address – if client

  • Client/account number

  • Reason for complaint

  • Evidence to support claim

    Complaints will be acknowledged within 48 hours of submission and can take up to 14 business days to investigate and resolve.

    If you are unhappy about the resolution you may dispute this with ICASA by emailing consumer@icasa.org.za

3. Technical Support

Please contact MetroFibre via telephone: 087 151 4000 or please email us at sales.support@MetroFibre.co.za.

When you are with one of our ISP’s, all your communication and support needs will come directly from them. MetroFibre is legally contracted to the ISP and they will provide all communication between yourself and MetroFibre. MetroFibre will only get involved in cases where there are issues with the network infrastructure.

To test your line speed, please follow the steps below:

  • Go to www.speedtest.net
  • Run the speed test with your PC connected to the ONT via a network cable and all
  • other devices disconnected from the ONT.
  • Using the above link and method will give you the most accurate results as well as a true reflection of your current speed. Other speed-testing software or websites do not provide a true recognition of our network’s performance. Please ensure you follow the above process to properly test your link speed.
  • Close ALL applications using data before running Speed test. This includes Dropbox, Google Drive, synchronisation for update purposes, and others.

There are many external factors that influence your wireless speeds, these are largely out of MetroFibre’s control. i.e.: interference / congestion / materials used to construct the home building.

You can perform a speed test by plugging in an Ethernet cable directly into your computer and initiate the speed test. If the results display a different download and upload speed than the service you ordered, please log a ticket with Technical Support at sales.support@MetroFibre.co.za

Please see point number 10, which explains how different factors can affect Wi-Fi speeds in your home.

Please send an email to ftthsupport@MetroFibre.co.za indicating that you would like a static IP assigned to your account.

Three to Five business days, please note that our FTTH Service Level Agreement is a best effort service. Even though we make every effort we have a yearly uptime of 95%. For further information on our service levels please visit our website www.MetroFibre.co.za

4. Fibre Packages

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  1. Email telesales@MetroFibre.co.za and a consultant will assist you.

  2. You can complete our contact form on www.MetroFibre.co.za/contactus and select “Orders” under the department drop down list. You will then receive a call from our Telesales department to complete our order form.

  3. Alternatively, you may call 087 151 4000 and follow the prompts to get through to our FTTH Sales department.

  4. You can also submit your interest on www.iwantfibre.co.za and one of our Telesales Agents will be in contact with you to complete your order.

  5. If you already have your order form completed, you can submit it to orders@MetroFibre.co.za

Go to www.iwantfibre.co.za and register your interest, by submitting your interest and trying to get your neighbours and body corporate on board it aid us in building a business case for your fibre project. We expand our network based on the interest received.

No. We do not shape or throttle our customers’ service in any way. Every ONT is configured the same. However, should a client abuse their service, our Fair Usage Policy will apply.

We have found that most of our clients do not abuse their services therefore we have not needed to enforce our Fair Usage Policy. However, MetroFibre Networx does reserve the right, and will take whatever steps MetroFibre Networx deems necessary, to prevent improper or excessive usage of the service. For more details please see our Terms and Conditions, available on our website https://MetroFibre.co.za/sites/default/files/terms/terms.pdf

Yes. The upload and download speeds on all packages are virtually equal. Some international locations may show asymmetrical speeds because of the nature of international data networks. MetroFibre guarantees the service up to your ONT, we cannot guarantee the service you receive from your Wi-Fi connection.

Home businesses may order a FTTH service, however, clients must acknowledge that FTTH services are best-effort-services. Best effort services implies that users will see a guaranteed uptime of 95% of the year.

5. General

Open access implies that multiple service providers will be able to sell fibre services over a network infrastructure that was built in your area. As an open access fibre infrastructure provider, MetroFibre allows many ISPs to sell from our network. See https://MetroFibre.co.za/residential/get-connected

Service Level Agreement (SLA), this document dictates our commitment to our clients. Service Level Agreements will set out the agreement between the client and service provider on the minimum expected service they have requested.

Shaping refers to selective speed restrictions. These restrictions can be applied for specific periods of time or specific use applications (such as downloading large files). Shaping generally occurs during peak periods when networks are under strain.

Throttling refers to the reduction of line speeds once a given threshold is reached. Commonly, a line will be throttled due to excessive use in a calendar month for the remainder of said month.

The internet is open for anyone, but the infrastructure to provide internet services struggles to keep up with demand. To ensure that all customers have the same opportunity to enjoy an online lifestyle, we look at fair usage.

A Fair Usage Policy (FUP) is based on the network capabilities and sets out what constitutes fair usage for each package available. You can view our FUP in our Terms and Conditions. (Annexure 2 of the Terms & Condition https://MetroFibre.co.za/sites/default/files/terms/terms.pdf)

On a technical level, fibre uses the transmission of light signals through glass fibre cables. Fibre is capable of much higher speeds than DSL (DSL services come in flavours of ADSL and VDSL with the latter being the latest version capable of speeds up to 40Mbps). Fibre can reach up to 1000Mbps, depending on the package you selected from the services available. Because fibre makes use of transmission at the speed of light, the signal between points is much faster than DSL and LTE. Therefore, fibre has a much-reduced latency leading to a better online experience. Reduced latency generally affects the speed of downloading emails and files, loading websites, streaming videos, etc.

DSL sends electrical signals along copper cables. DSL is affected by weather conditions. DSL is particularly affected by lightning strikes (and when copper thieves strike).

LTE sends wireless signals between cell phone towers on specific wireless frequencies. LTE is capable of similar speeds to fibre but at a much higher cost for data.