Frequently Asked Questions

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.

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.

Click on any of the links below to see the manual or watch a short video for your device:

• Alcatel Lucent Device  guide OR watch the video here
• Calix Device  guide OR watch the video here
• Nokia Beacon 2 Device guide OR watch the video here
• Nokia G-2425G Device guide OR watch the video here
• Nokia G-140W Device guide OR watch the video here
• Zyxel Device  guide OR watch the video here

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

Click here to view the step-by-step guide to address the Nokia Router Fault.

7 days post fibre line activation is when you get your first invoice which needs to be paid within the following week.

Your first invoice will include your pro-rata service fee and your once-off connection fee.

The pro-rata amount is calculated from the date after your line activation until the end of the activation month i.e., if your line is activated the 15^th September your pro-rata invoice will be from the 16^th September till the 30^th September.

The once-off connection fee includes but is not limited, to installation, access builds, activation and configuration of your fibre line i.e., any once-off costs to get you up and running.

We currently offer multiple payment methods, namely; EFT, direct deposit, Pay@, card payment in-store and Debit Order.

If you opt for EFT payments, your payment term is 4 days after invoicing. This means you need to pay your subscription fee for that month’s service by the 4th of every month. Please include your MetroFibre account number as reference. Your MetroFibre account number can be found on your invoice, statement and customer portal i.e., ABC001. Please send your proof of payment to: ftthpop@metrofibre.co.za

If you opt in for a Debit Order, the Debit Order will be actioned during the course of your requested Debit Order date. Bear in mind that if your Debit Order is on a weekend or public holiday, it will only be actioned on the first following business day.

Please note that if your activation date is after your requested Debit Order date, your first Debit Order will include the first two tax invoices (pro-rata for the month you were activated as well as the monthly subscription fee for the month ahead).

If you wish to sign up for a Debit Order, please request a Debit Order mandate form from:  Ftthfinance@metrofibre.co.za 

Download the guide for more Information

After your pro-rata invoice, your next invoice will be your full fixed monthly subscription fee. These invoices will be generated on the first of every month for that month’s service. Payment is due as per the payment terms stipulated on your invoice. Payment terms are dependent on your selected payment method.

Please email Ftthfinance@metrofibre.co.za or call 087 151 4000 to update your details. Your finance-related query will be attended to during standard working hours. Please note that all changes will only take place the following month.

MetroFibre reserves the right to suspend your service due to non-payment. Billing of all fees and charges will continue during your suspension period

If you opted in for EFT payments, this might mean that MetroFibre was unable to allocate your payment by the due date. This may be due to a late deposit made or incorrect references used.

Alternatively, if you opted for Debit Order, this may mean that your Debit Order was unsuccessful

To reinstate your service, you have to make an EFT payment for the full outstanding balance regardless of your chosen payment method.

Proof of payments must be sent to Ftthpop@metrofibre.co.za in order for the service to be unsuspended. Please note that services are unsuspended as soon as possible.

Please direct an email to Ftthfinance@metrofibre.co.za or call 087 151 4000.

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: 48 hours’ notice before the last billing date of the month

Once you have paid any amount outstanding on your account, send us the proof of payment to FTTHPOP@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 claimComplaints 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

Download this User Guide on how to get started

1. Visit our online ordering portal to check your coverage, view MetroFibre's packages or compare our Approved ISP packages and place your order on https://ftthorder.metrofibre.co.za/
2. Alternatively you can contact getconnected@metrofibre.co.za or 0871514000 and one of our telesales agent will assist you to find the right package for your online needs.

* Note that installation of the fibre Termination Point is at no cost to you, during build phase with MetroFibre.

* Terms and Conditions Apply

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, apart from the 1Gbps package which offers 1Gbps download with 500Mbps upload speeds. 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 to your device.

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.

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.

We provide all the basic equipment required to enjoy your fibre connection. This equipment is referred to as the Customer Premises Equipment (CPE) and consists of:

• A Termination Point (TP) or Fibre Installation Point - the point of entry of the fibre network into your home. It is usually a white box on the wall near a power outlet installed by the Fibre Network Operator in your area.
• An Optical Network Terminal (ONT) - connects to the TP with an optical fibre cable. It translates light signals from the fibre optic line from your TP into electronic signals that your Wi-Fi Router can read. Also supplied by the Fibre network operator.
• Wi-Fi router (Wi-Fi Router) - connects to the ONT via a network cable and transmits your internet signal wirelessly in your home. The router needs to be connected to the ONT for us to provide a service. Supplied by the Internet Service provider.

Additional equipment can be used such as Wi-Fi mesh and range extenders to improve Wi-Fi signals in your home. We advise connecting streaming devices such as computers, smart TVs, media players, etc. via network cables to the router for best results.

Wi-Fi signals experience attenuation due to distance from their source, just like any other radio. This signal attenuation subsequently causes the radio to be less effective and throughput suffers. Eventually, connectivity is lost when the signal becomes too weak. There are essentially two factors that affect signal attenuation between the access point and the client, and those are range (distance), and physical obstructions such as thick walls, glass, mirrors, and other interference from items such as microwaves, baby monitors, two way radios, sound bars and any other devices operating on the 2.4GHz frequency.

Range
The distance or range which can be tolerated between an access point, such as the Wi-Fi Router, and any client device is affected by several factors. Some of these factors are built into the hardware of the receiving and sending devices, such as power amplifiers on transmitters to boost power, and low noise amplifiers on the receivers to make them more sensitive. An overly sensitive receiver picks up more interference, so there is a balance point where transmit power and receiver sensitivity are optimised for a specific application in the typical home.
The figure below shows a diagram of a typical single storey home, with indicators showing what strength of Wi-Fi signal can be expected.

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

1. Go to http://speedtest.net or alternatively try http://speedtest.mybroadband.co.za/
2. Run the speed test with your PC connected to the Wi-Fi Router via a network cable and make sure all other devices are disconnected from the Wi-Fi Router.
3. The above link and method will give you the most accurate results as well as a true reflection of your current speed.
4. Close ALL applications using data before running the speed test. This includes Dropbox, Google Drive, synchronisation for update purposes, and others.

Your invoices and statements are available on your customer portal and are immediately available upon generation. Standard invoices are generated between the 25^th and the last day of the month for the following month’s subscription fee.

Within 7 days of your fibre line being activated by your respective Fibre Network Operator, your first invoice will generate a pro-rated amount of your monthly subscription fee.

The pro-rated amount is calculated from the date of account activation until the end of the activation month. This pro-rated invoice is only due when your first full invoice is due as per the payment terms dependent on your selected payment method i.e., if your account is activated on the 15^th September, your pro-rated invoice will be from the 15^th September to the 30^th September and will be due at the beginning of October together with your full October invoice.

**NB: Account activation is not initiated or dependent on data usage.

Your first ever payment includes your pro-rated amount of your activation month as well as your first full subscription fee for the following month. If your activation month is September, your first payment will be due in the beginning of October and will include your September pro-rated amount as well as your full October subscription amount.

We currently offer two payment methods, namely; EFT and Debit Order.

If you opt in for a Debit Order, the Debit Order will be actioned during the course of your requested Debit Order date. Bear in mind, that if your Debit Order date falls on a weekend or public holiday, it will only be actioned on the first following business day. MetroFibre Go currently offers the following Debit Order dates: 1^st, 5^th and 15^th of the month.

If you wish to opt in for a Debit Order, please request a Debit Order mandate form from Go.billing@metrofibre.co.za.

If you opt for EFT payments, your payment is due by the 5^th of every month. This means you need to pay your subscription fee for that month’s service by the 5^th of every month. Please include your MetroFibre Go account holder name and account number as reference. Your MetroFibre Go account number can be found on your invoice, statement and customer portal i.e., JohnDoe1234.

Please email Go.billing@metrofibre.co.za or call 087 151 4000 to update your details. Your Finance related query will be attended to during standard working hours. Please note that all changes will only take effect the following month.

MetroFibre Go reserves the right to suspend your service due to non-payment. Billing of all fees and charges will continue during your suspension period.

If you opted in for EFT payments, this might mean that MetroFibre Go was unable to allocate your payment by the due date. This may be due to a late deposit made or incorrect references used.

Alternatively, if you opted for Debit Order, this may mean that your Debit Order was unsuccessful.

To reinstate your service, you have to make an EFT payment for the full outstanding balance regardless of your chosen payment method.

Proof of payments must be sent to Go.billing@metrofibre.co.za in order for the service to be unsuspended.

Please note that services are unsuspended as soon as possible.

Please direct an email to Go.billing@metrofibre.co.za or call 087 151 4000.

The timeframe depends on your availability, as well as the fibre network provider’s operational scheduling. It can take from 15 working days to 6 weeks depending on the complexity of the build into your unit/home and the availability of the fibre network operator’s contractors. Please note that we cannot guarantee the delivery period of fibre as this is network dependent. Should you cancel your order with us after installation has started, you will be liable for installation and activation costs.

If you live in an estate which already has fibre infrastructure, the ONT will generally be activated within 3 to 7 working business days after installation. Please note that the installation of a physical fibre and a fibre access point into the residence is not included in this period.

All fibre packages are bundled. It includes the price for both your uncapped data and the line rental. All our prices are inclusive of VAT. Take note that your uncapped and unshaped service is subject to a Fair Usage Policy (FUP) as set out in our Terms and Conditions.

If you have an existing service on fibre with another ISP, follow the steps below:

Step 1 – Place an order with MetroFibre Go via our website.

Step 2 – Contact your current ISP and notify them that you wish to change to another ISP. Ask them to cancel their service and release your fibre line. Ask them to provide you with the service number for your line (Make sure that they do not cancel your line with the network provider as this will incur extra costs for you).

Step 3 – Provide us with the service number you received from the ISP. We will then request to provide a service on the line.

Note:

• Your previous ISP has the right to refuse release of the line until all funds owed to them are paid.
• The standard notice period for cancelling a service with an ISP is 30 calendar days.
• If you have an email service with your current ISP, ensure that you make the necessary arrangements before your service ends. (We recommend that you sign-up for a free Gmail account as it is not dependent on your choice of ISP)

Upgrade and downgrade terms are dependent on the network providers.

You can upgrade, downgrade or cancel your service by either logging into the profile that you created when signing up with MetroFibre Go. Alternatively, by sending a request to Go.orders@metrofibre.co.za stating what you would like to do.

• All requests usually take between 1 to 2 working days to be processed.
• Upgrade requests may take up to 24 hours to take effect.
• We need 30 days’ notice for downgrades and cancellations.

We have an easy 3-step solution for placing an order:
Step 1 – Check if you have fibre coverage.
Step 2 – Select the package speed you want.
Step 3 – Provide us with your applicable information and click submit to place the order. To ensure the kids are not going wild with your credit card, we give you a call to confirm the order.

We will then place an order for installation and activation with the relevant network provider in your area, who will install a fibre access point in your home (also referred to as a Termination Point or TP). The network provider will also install an Optical Network Terminal (ONT) in which your Wi-Fi Router will be plugged in. Your Wi-Fi Router will be delivered by courier and we will help you to connect and activate your service.

On a technical level, fibre uses the transmission of light signals through glass fibre cables. DSL sends electrical signals along copper cables. LTE sends wireless signals between cell phone towers on specific wireless frequencies.

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. LTE is capable of similar speeds to fibre but at a much higher cost for data because you pay for data not speed which is uncapped. Both LTE and DSL are affected by weather conditions. DSL is particularly affected by lightning strikes (and when copper thieves strike).

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 video’s, etc.

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.

The symmetry of the line refers to how download speeds relate to upload speeds. With a symmetrical line, your download and upload speeds are the same. If you select a 50Mbps service, you will have 50Mbps download speed and 50Mbps upload speed. If you select an asymmetrical service of 50Mbps, you will have 50Mbps download speed but your upload speed will be lower.

The symmetrical nature of the line is determined by the network provider.

Please contact MetroFibre Go via one of the following channels:

• Telephone: 087 151 4000
• Email: Go.support@metrofibre.co.za
• Log in to your client profile on the website to submit a query.