Frequently AskedQuestions

What should I do if my internet connection is not working?
We're sorry to hear about your internet connection issues. To help you resolve this quickly, here are some basic troubleshooting steps you can follow:

1. Restart Your Router: Often, turning off your router, waiting for about a minute, and then turning it back on can fix many connectivity problems.

2. Check the Cables: Make sure all cables connected to your router and modem are securely fastened and undamaged.

3. Restart Your Device: Sometimes, the issue might be with the device you're using. Try restarting it to see if this resolves the problem.

4. Check for Outages: There could be a service outage in your area affecting your connection.

If these steps don’t help, or if you need more immediate assistance, please contact our technical support team. They are available at [email protected] or by phone at 010-880-2455. Our team is skilled in handling a variety of technical issues and will provide you with the necessary support to get your internet connection back up and running.
Does 123NET offer VOIP services?
While 123NET specializes in providing high-quality internet services, we do not directly offer VOIP services. However, our customers have the flexibility to use VOIP services from any global provider over our network. Our commitment is to ensure that you experience optimal internet speeds, as outlined in your plan, to support seamless VOIP communication.
Can you explain the process for fibre installation by 123NET?
Certainly! Our fibre installation process is designed to be smooth and clear, with a dedicated agent guiding you every step of the way. Here's an overview of what you can expect:

1. Appointment Duration: The installation typically takes 2-4 hours, depending on your property's size.
2. Cabling: We won’t use your existing copper broadband sockets. Instead, we'll install a new Fibre cable, which may be slightly visible outside your house. Our engineers aim to minimize its visibility as much as possible.
3. Installation Requirements: Installation involves drilling through the external wall to bring the Fibre cable into your home.
4. Landlord Permission: If you're renting, you’ll need to provide proof of permission from your landlord for the installation.
5. Equipment Placement Discussion: At the beginning of your appointment, you can discuss your preferred location for the new Fibre equipment with our technicians.
6. Property Survey: Our technicians will survey your home to determine the best route and location for the Fibre equipment, considering the main Fibre feed entry and your preferences.
7. Fibre Equipment Installation: Our technicians are responsible for installing the Fibre equipment, which your router will connect to. The cable duct's location varies per building and is beyond 123NET's control.
8. Power Supply: Ensure that a mains electrical socket is within 1 meter of our Fibre network equipment, as both the Fibre equipment and your router need power to operate.
9. Ducting Requirements: The installation depends on having adequate ducting into your property. If there are issues, our technicians will provide further advice.
10. Rescheduling: If duct access is unavailable, it might be necessary to reschedule your appointment.
11. Appointment Cancellation or Amendment: Please give us at least 48 hours' notice if you need to cancel or change your appointment time.

Our team is committed to ensuring a hassle-free installation experience, keeping you informed throughout the process.
What is the timeline for installation after I sign up?
Once you sign up with 123NET, our sales team will be in touch with you promptly to guide you through the installation process. We prioritize scheduling the installation at your earliest convenience, understanding the importance of a quick and efficient setup.

The installation timeline varies based on your residence type:

- Free-Standing Houses: For free-standing homes, the installation typically takes between 5 to 15 working days.

- Flats or Apartments: In flats or apartments, the process is generally quicker, ranging from 3 to 5 working days.

Please note that these time frames are estimates and can vary depending on specific circumstances and requirements. Our team is dedicated to accommodating your preferred installation date and time, and we'll do our utmost to get you connected as swiftly as possible.
How can I find out if my address is covered by 123NET's fibre network?
To check if your area is covered by our fibre network, you can easily use our online coverage map. Visit "Coverage" and this tool will give you detailed information about the availability of our fibre services in your area.

If you have any further questions or need more assistance, please feel free to reach out to us. We are here to help you with any inquiries about our coverage and services.
What happens if I am not present at the premises during the scheduled installation time, and are there any fees?
Our installation team will wait for up to 30 minutes past your scheduled appointment time. If you are not available within this timeframe, it will be necessary to reschedule the appointment for a later date. Please note that missing your scheduled appointment will incur a 'No-Show' fee of ZAR 300. To avoid this additional charge, we strongly recommend being present at your premises during the scheduled installation time. If you have any further questions or need assistance with rescheduling, please feel free to reach out to us. We're here to help ensure your installation process is as smooth and hassle-free as possible.
Do 123NET home fibre packages have data limits, or do you offer uncapped options?
All our Home fibre packages at 123NET are uncapped, providing you with unlimited data usage. This means there are no data caps, so you're free to download and upload as much as you wish without any limitations. We ensure that your connection is not subject to shaping or bandwidth throttling, allowing for consistently fast and reliable speeds. This is ideal for a range of online activities, including streaming, online gaming, cloud storage, and VOIP services.

Our Home packages also feature symmetric download and upload speeds, ensuring a balanced and seamless internet experience. Furthermore, there are no fair-usage policies (FUP) in effect, so you can make the most of your connection without any constraints. Plus, each of our Home packages comes with a Gigabit capable Network Box to optimize your internet performance. If you have any more questions or need additional information, please don't hesitate to ask.
What can I expect in terms of internet speeds from 123NET, and are these speeds guaranteed?
At 123NET, we strive to provide the best possible service, including high internet speeds. It's important to note, however, that the speeds mentioned in our plans are achievable but not guaranteed. The term 'up to' in our plan descriptions indicates the maximum speed that could be reached under ideal conditions.

The actual speed you experience can be influenced by several factors. These include the type of device you're using, your physical distance from our network infrastructure, the current number of users on the network, the specific websites or applications you're accessing, and the general internet traffic at any given time.

Despite these variables, we are committed to helping you achieve the highest possible speeds within the scope of your chosen plan. If you have any concerns or questions about your internet speed, our customer service team is readily available to provide assistance and support.
What are the working hours of 123NET's office?
Our 123NET office is open every day, offering consistent hours throughout the week for your convenience. Here is the breakdown of our operating hours:

Monday: 7:30 am – 4:30 pm
Tuesday: 7:30 am – 4:30 pm
Wednesday: 7:30 am – 4:30 pm
Thursday: 7:30 am – 4:30 pm
Friday: 7:30 am – 4:30 pm
Saturday: 7:30 am – 4:30 pm
Sunday: 7:30 am – 4:30 pm

Please don’t hesitate to contact us during these hours for any questions, support, or assistance you might need. We're here to help!
How can I locate my referral code for 123NET services?
Your referral code for 123NET is the same as your Unique Customer Number (UCN). You can easily find your UCN on any invoices or official correspondence you've received from us. If you're having difficulty locating your UCN, or if you're unsure where to find it, please don't hesitate to contact our customer support team. They are always ready to assist you in retrieving your referral code promptly and efficiently.
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