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FAQ
FAQ
Our technicians install a tiny Network Box inside your premises. It is then connected to a single fibre coming from our closest splitter box, either somewhere around your street or your complex, depending on your specific location. We will use any existing infrastructure in order to install the fibre: pipes, ducts, air conduits.
The Network Box is a specific device and it can be used only with 123NET fibre. It has an Ethernet port (1 gigabit) which is then connected to the WAN port of your preferred wifi router or directly to your computer.
Each customer request for fibre installation goes first through our Maps and coverage department to be checked. If your address falls under the coverage we are moving to the first step of the process for your installation.
In a case where your address doesn't fall under our coverage, our team is going to inform you if and when we will be able to get you connected. Once we receive a confirmation in writing from your side that you are willing to wait the proposed period, we can proceed further with step one of the installation process.
Please note that 123NET is an independent service provider and we don't have a limit on the civil work and fiber meters for the end customer. 123NET covers the cost of the installation unless the customer chooses an option on the service agreement that covers the cost of the installation.
The first step before 123NET schedules customers' requests for fibre installation is for the customer to fill in a few documents (Service agreement, Debit order form) and to provide us with a copy of the ID. We also want our customers to get familiar with our T&Cs. These documents are an important and integral part of the process.
Once 123NET agent receives the full pack of the required documents they are allowed to book you for the installation to start.
In some cases, 123NET requires an upfront payment to be done (construction fee in full or partial, router) before your installation is booked. Once the payment is cleared on our system an agent will contact you to discuss a suitable date and time.
It can take from 40min up to 15 working days for your line to get active.
Our office will keep you informed at all times of the steps of your installation. Sometimes civil work needs to be included before the cabling. Sometimes we only need to cable and activate your line. In the best-case scenario, you need only activation - if the installation and all the devices are present.
In a case where your address doesn't fall under our coverage, our team is going to inform you if and when we will be able to get you connected. Once we receive a confirmation in writing from your side that you are willing to wait the proposed period, we can proceed further with step one of the installation process.
Please note that 123NET is an independent service provider and we don't have a limit on the civil work and fiber meters for the end customer. 123NET covers the cost of the installation unless the customer chooses an option on the service agreement that covers the cost of the installation.
The first step before 123NET schedules customers' requests for fibre installation is for the customer to fill in a few documents (Service agreement, Debit order form) and to provide us with a copy of the ID. We also want our customers to get familiar with our T&Cs. These documents are an important and integral part of the process.
Once 123NET agent receives the full pack of the required documents they are allowed to book you for the installation to start.
In some cases, 123NET requires an upfront payment to be done (construction fee in full or partial, router) before your installation is booked. Once the payment is cleared on our system an agent will contact you to discuss a suitable date and time.
It can take from 40min up to 15 working days for your line to get active.
Our office will keep you informed at all times of the steps of your installation. Sometimes civil work needs to be included before the cabling. Sometimes we only need to cable and activate your line. In the best-case scenario, you need only activation - if the installation and all the devices are present.
To build a fiber network is a long process and we are doing our best to grow our fiber network as fast as possible.
However, if 123NET cannot offer a fiber line to the customer, we can try and are willing to offer (if possible) to our customers a fixed wireless solution (air fiber) in selected areas.
This means we need to send a team to check if there is a LOS (line of sight), so we can install a wi-fi dish at your premises and we can provide you with our Wi-Fi services.
This alone can be discussed with the agent that is dealing with your request. You will be provided with all the information related to the above, so you can make an informed choice if you are willing to take over our wi-fi services.
Please note that when the fibre is ready, we will switch you over to Fiber for free and we will remove the wireless equipment. The wireless equipment will always be a part of the 123NET network and owed by 123NET.
Please contact our Office to check for availability.
However, if 123NET cannot offer a fiber line to the customer, we can try and are willing to offer (if possible) to our customers a fixed wireless solution (air fiber) in selected areas.
This means we need to send a team to check if there is a LOS (line of sight), so we can install a wi-fi dish at your premises and we can provide you with our Wi-Fi services.
This alone can be discussed with the agent that is dealing with your request. You will be provided with all the information related to the above, so you can make an informed choice if you are willing to take over our wi-fi services.
Please note that when the fibre is ready, we will switch you over to Fiber for free and we will remove the wireless equipment. The wireless equipment will always be a part of the 123NET network and owed by 123NET.
Please contact our Office to check for availability.
123NET owns the fibre cables and the Network Box (ONU) provided. It may not be compatible with other fibre networks and is specific to 123NET fibre needs. When you terminate your service, the Network Box must be returned.
Absolutely. The 123NET network is compatible with all standard routers that have at least one ethernet WAN port. However, please check if your model supports the speeds that you are expecting. For example, if you require or plan to use speeds higher than 100mbits, your router must be gigabit port compatible.
Yes, you can send a request for a Move of line to [email protected].
What steps you need to follow up?
You need to provide our agent with your Customer number, or with your full physical address. You also need to advise the agent when and where are you planning the move of line to take place, so we can check on our side if and when this can be done. The move of line cannot happen immediately even if we have our fibre infrastructure in place.
The agent will check first and thereafter discuss with you all the details of how we can deliver our service at your new premises.
Please note that the fibre service is a fixed location service. That is why our agent need to check first what is the state of your current account and get back to you with details. After all the details are discussed and agreed on, we can move your request to the next step.
In order for 123NET to take your request as a Move of line, we need to receive all required documentation for the new premises correctly filled in and signed, before the next billing period.
What must I take with me while moving?
You will need to take the 123Net network box ONU and its power supply along with your router to the new address.
If the request for a Move of line is not completed on time, the company will take this request as a Cancelation and will proceed with termination of the line.
All the fees related to that account will be calculated and send to you by our billing department.
The equipment that was provided to you needs to be returned to our office, or a request for collection can be made and again arranged with our office.
What steps you need to follow up?
You need to provide our agent with your Customer number, or with your full physical address. You also need to advise the agent when and where are you planning the move of line to take place, so we can check on our side if and when this can be done. The move of line cannot happen immediately even if we have our fibre infrastructure in place.
The agent will check first and thereafter discuss with you all the details of how we can deliver our service at your new premises.
Please note that the fibre service is a fixed location service. That is why our agent need to check first what is the state of your current account and get back to you with details. After all the details are discussed and agreed on, we can move your request to the next step.
In order for 123NET to take your request as a Move of line, we need to receive all required documentation for the new premises correctly filled in and signed, before the next billing period.
What must I take with me while moving?
You will need to take the 123Net network box ONU and its power supply along with your router to the new address.
If the request for a Move of line is not completed on time, the company will take this request as a Cancelation and will proceed with termination of the line.
All the fees related to that account will be calculated and send to you by our billing department.
The equipment that was provided to you needs to be returned to our office, or a request for collection can be made and again arranged with our office.
Wireless Internet is a type of internet service that uses radio frequencies to transmit data wirelessly, allowing customers to access the internet without the need for physical cables. 123NET Wireless Internet is specifically designed for customers living in areas where traditional fibre internet services are not yet available.
To get started with 123NET Wireless Internet, a professional installer will come to your location and install the necessary equipment, including an antenna, to connect you to the network. Before installation, the installer will confirm that your location has sufficient signal strength to ensure a reliable connection.
Once installed, you can access the internet through the wireless network by connecting your devices to the wireless router provided by 123NET. This allows you to browse the web, stream videos, play online games, and perform other online activities with ease.
Overall, 123NET Wireless Internet is a convenient and reliable option for customers who want to access the internet without the limitations of traditional wired connections.
Expect speeds of at least 15 Mbps download and 15 Mbps upload.
Data speeds can and will vary depending on the plan and other factors:
• Wireless Internet isn't as fast as a FTTX connection.
• Multiple devices sharing your internet connection can reduce your internet speed.
• Internet speed can be affected by factors such as weather, interference from trees, buildings, hills, etc., and network capacity.
# Service performance may be affected by the customer’s proximity to a cell site, capacity of the cell site, number of other users connected to the same cell site, surrounding terrain, radio frequency interference, applicable network management practices, and applications used. Typical speeds are not guaranteed and individual results will vary.
123NET Wireless Internet supports a wide range of internet activities. Here are some of the most common activities:
1. Browsing: You can use 123NET Wireless Internet to browse the internet, access websites, and search for information.
2. Email: 123NET Wireless Internet supports email services such as Gmail, Yahoo Mail, and Hotmail. You can use your email account to send and receive messages.
3. Streaming: You can stream movies, TV shows, and music on 123NET Wireless Internet. Services like Netflix, Hulu, and Spotify are supported.
4. Online gaming: 123NET Wireless Internet is suitable for online gaming, with low latency and high speeds.
5. Video conferencing: 123NET Wireless Internet supports video conferencing platforms like Zoom, Microsoft Teams, and Skype.
6. Social media: You can access social media platforms like Facebook, Twitter, and Instagram on 123NET Wireless Internet.
7. Online shopping: 123NET Wireless Internet supports online shopping sites like Amazon, eBay, and Walmart.
8. Online banking: You can access your bank's website or mobile app on 123NET Wireless Internet to check your balance, transfer funds, and pay bills.
Overall, 123NET Wireless Internet provides a reliable and fast connection for a wide range of internet activities.
123NET Wireless Internet customers can expect download speeds of at least 15 Mbps, and uploads speeds of about 15 Mbps. Those speeds should support typical internet activities, such as streaming HD video, using social media, online gaming, and streaming music.
It’s also important to note that your speed could vary, depending on a few important factors, including how many devices you are using at a time, the weather conditions in the area, and possible signal obstructions.
To connect to a WiFi network, you need to make sure that your device has a WiFi adapter and that the WiFi feature is turned on. Then, follow these steps:
Click on the WiFi icon in the taskbar (on Windows) or menu bar (on Mac).
Select the WiFi network you want to connect to from the list of available networks.
Enter the password for the network if required. If the network is an open network, you may not need a password.
Click on Connect.
Once connected, your device will remember the network, and you will be automatically connected to it in the future whenever you are in range.
There are several reasons why your WiFi connection may be slow, including:
Distance from the router: If you are too far away from the WiFi router, the signal strength may be weak, resulting in slow speeds.
Interference from other devices: Other devices in your home, such as cordless phones, microwaves, or baby monitors, may be causing interference with your WiFi signal, leading to slow speeds.
Network congestion: If there are too many devices connected to the network, the WiFi speed may slow down as the bandwidth is shared among all devices.
Outdated router firmware: If your router firmware is outdated, it may be causing issues with the WiFi connection.
To improve your WiFi connection speed, try moving closer to the router, reducing interference from other devices, limiting the number of devices on the network, and updating your router firmware. You can also contact your ISP for assistance if the issue persists.
To change your WiFi password, you need to access your router's configuration page. Here are the general steps to follow:
Connect to your router by entering the router's IP address in a web browser.
Enter the username and password for the router's configuration page. If you don't know the username and password, check the documentation that came with the router or contact your ISP.
Locate the wireless settings section and click on the option to change the WiFi password.
Enter the new password and click on Save or Apply.
Once the new password is saved, you will need to update the password on all devices that connect to the WiFi network.
To check your WiFi signal strength, you can use the signal strength indicator on your device or use a WiFi analyzer app.
On most devices, there is a signal strength indicator that shows the signal strength of the WiFi network you are connected to. The indicator is usually represented by bars, with more bars indicating a stronger signal.
To get a more accurate reading of your WiFi signal strength, you can use a WiFi analyzer app. These apps provide more detailed information about the signal strength, including the signal strength in dBm and the signal-to-noise ratio (SNR).
To use a WiFi analyzer app, download and install the app on your device, and then open it. The app will show a list of available WiFi networks and their signal strength. You can then use this information to determine the best location to place your router or to identify any potential sources of interference.
To extend your WiFi range, you can use a WiFi extender or a mesh network system.
A WiFi extender is a device that amplifies the existing WiFi signal and rebroadcasts it to extend the range. To use a WiFi extender, you need to place it in a location where it can receive a strong WiFi signal from your router and then rebroadcast the signal to the area where you need more coverage.
A mesh network system is a more advanced solution that consists of multiple devices working together to provide seamless WiFi coverage throughout your home. In a mesh network system, there is a main router and multiple nodes or satellites that work together to provide a strong WiFi signal throughout the home.
To set up a mesh network system, you need to place the main router in a central location and then place the nodes or satellites in areas where you need more WiFi coverage. The nodes or satellites communicate with each other to provide seamless coverage throughout the home.
Overall, using a WiFi extender or a mesh network system can help you extend your WiFi range and provide better coverage throughout your home.
All our services are pre-paid. The first invoice will be generated AFTER the installation is completed and the service is activated. It will include a pro rata for the first month, and any installation costs that are applicable (wifi routers, boosters, additional cabling etc). You will then have 7 days to do your first payment. Please note if your account is set on Debit Order, you will still be required to do your first payment by EFT, because the amount maybe larger than the montly fee.
On every 25th day of the month, our Billing system generates and emails the invoices for the next month. You will also receive a SMS with your current balance. It is due on the 5th day of the month. If the payment was not received, the system will automatically put your service on hold and notify you on your web browser. On that page you will have an option to resume the service yourself by clicking on the Tolerance Period button for another 7 days.
Debit Orders are loaded on every 3rd day of the month. A second date is the 15th day when we process all due balances again. To avoid double payments, please do not EFT your monthly fees, or make the transfer at least 2 days before our Debit Order date. Our system will only debit accounts with a balance due.
The construction fee covers merely a fraction of our construction cost, which includes civil works (digging, trenching, reinstating), rolling out fibre cables etc. If we have already connected the premises, then we will not charge you with an additional construction fee. Please mind, the fee is based on a per unit base and not on a whole building or complex. However, we have special agreements with most of our complexes. The fee might be waived for all 12/24 months contracts. Please check with our Office or Sales Reps.
Yes! You can alter your plan and upgrade at any given time, but you can downgrade only once a month and starting from the next month.
If you are on a month-to-month agreement, you can choose to upgrade/downgrade to any available package. However, if you are on a 6/12/24 terms you will only be allowed to go down to your initially signed plan.
Depending on your contract any charges will be then recalculated. You will be able to check it online, logging to your 123NET fibre Dashboard (soon available to every customer).
Pro-rata invoice will be generated for each plan change.
You can upgrade your account whenever you want, and downgrade it once every month.
Downgrade depends on your service agreement!
There are no costs involved!
Yes, 123NET is an Open Access Network. This means that we have built a network infrastructure that is available for any Internet Service Provider (ISP) to use to provide internet services to their customers.
In an Open Access Network, multiple ISPs can provide internet services over the same physical network, providing customers with more choice and competition. As an Open Access Network, 123NET invites every ISP to benefit from our network infrastructure, support, and administration.
This means that if you are an ISP, you can sell internet services to your customers over our network, without having to build and maintain your own infrastructure. By using our network, you can provide your customers with high-speed and reliable internet access, without the associated costs and complexities of building your own network.
To learn more about how you can provide internet services over our Open Access Network, please contact our office for further details.
We recommend using Ookla's Speedtest.net to check your internet speed. This is a widely recognized and reliable bandwidth measurement tool used worldwide. Please keep in mind that speed tests conducted on a mobile device or a Wi-Fi connected device may show inaccurate results, as the service may depend on your local Wi-Fi coverage. The best results are shown when the test is performed using a LAN cable connection directly to your router.
To ensure accurate results, make sure that no other devices are using your network when conducting the test. Also, keep in mind that internet speeds can vary depending on various factors, including the time of day, the number of users on the network, and the distance from the service provider.
For more in-depth information on internet speed testing, please check out our blog article on "Let's Dive Deep into the Fascinating World of the Internet and How it Works, and How You Can Test Your Internet Speed". This article provides detailed information on how to interpret speed test results and optimize your internet speed for the best performance.
Here is the link to the article: Link
You must properly configure your SMTP outgoing email settings with the server and credentials provided by your email hosting company. 123NET will not relay 3rd party email domains. This will help us stop email spoofing and therefore reduce the SPAM.
Some email providers, such as @telkomsa.net do not allow access to their SMTP servers from external IP networks (others than their own). You can move your email elsewhere, or just forward it to another email domain account (gmail, or other). Then you can use the new email SMTP settings.
123NET provides free email boxes to every customer on our own domains (such as @kzn.email, etc.). Please contact our Support to request.
No, we do not have bandwidth caps. This means that we do not limit the amount of data you can download or the number of devices you can connect to our network.
Unlike cable and wireless providers, fiber has so much capacity that there is no need for bandwidth caps. With 123NET, you can enjoy the internet without worrying about how much data you are using.
Cable and wireless providers may struggle with capacity as more customers connect, leading to slower connections and reduced data allowances. In some cases, these providers may even discourage customers from using streaming services like Netflix and other video streaming platforms.
With 123NET, bandwidth is not treated like a scarce resource. We believe that our customers should have the freedom to use the internet as much as they want, without worrying about data caps or other limitations.
In summary, you can use our fiber internet services as much as you want, without worrying about any data limits or restrictions.
At 123Net, we have a different policy when it comes to streaming. We encourage our customers to stream as much as they want, and we've optimized our network to provide the best possible streaming experience.
Our network is directly connected to major streaming providers like Amazon, Akamai, and Netflix, ensuring that our customers have the best possible streaming experience without buffering. This means you can watch your favorite movies and TV shows in the highest definition without any interruptions.
We understand that streaming is an important part of many people's online experience, and we want to make sure that our customers can enjoy streaming services to the fullest without any restrictions. So go ahead and stream all you want, download as much as you want - we've got you covered!
Overall, our policy on streaming is simple - we encourage it and have optimized our network to provide the best possible streaming experience for our customers.
An IP address is a unique identifier assigned to every device that connects to the internet. It's like a phone number for your device that allows other devices on the internet to locate and communicate with it.
When you connect to the internet, your device is assigned an IP address by your Internet Service Provider (ISP). This IP address is used to send and receive data to and from other devices on the internet.
You need an IP address to access the internet and to communicate with other devices online. Without an IP address, you wouldn't be able to browse the web, send or receive emails, or use any other internet-based services.
There are two types of IP addresses - IPv4 and IPv6. IPv4 is the older version of IP addresses, and it's still widely used today. However, the world is running out of IPv4 addresses, and newer devices are now using IPv6 addresses instead.
In summary, an IP address is a unique identifier assigned to every device that connects to the internet. You need an IP address to access the internet and to communicate with other devices online.
A DNS server is a crucial component of the internet infrastructure that helps translate human-readable domain names (such as www.google.com) into machine-readable IP addresses (such as 216.58.194.174).
When you enter a domain name in your web browser, your device sends a request to a DNS server to resolve the domain name into an IP address. Once the IP address is obtained, your device can then connect to the web server associated with that IP address to access the requested content.
DNS servers are essential because they allow us to use easy-to-remember domain names instead of having to remember long strings of IP addresses. They also help to speed up the browsing experience by caching frequently visited websites, so the DNS resolution process can happen faster.
Without DNS servers, we would have to rely on remembering IP addresses, which would make browsing the internet a lot more difficult and less convenient. Additionally, web servers would have to be accessed via their IP addresses, which could change frequently, making it harder to maintain a stable internet infrastructure.
In summary, a DNS server is a critical part of the internet infrastructure that helps translate human-readable domain names into machine-readable IP addresses. Without DNS servers, browsing the internet would be much more difficult and less convenient.
Upload and download speeds refer to the rate at which data can be transmitted over an internet connection. Upload speed refers to the rate at which data can be sent from your device to the internet, while download speed refers to the rate at which data can be received by your device from the internet.
When you send an email, upload a file to a cloud storage service, or make a video call, you are using your upload speed. When you stream a video, download a file, or browse the web, you are using your download speed.
Upload and download speeds are measured in bits per second (bps), kilobits per second (kbps), or megabits per second (Mbps). Generally, download speeds are faster than upload speeds, as most internet activities involve downloading more data than uploading.
The speed of your internet connection depends on several factors, including your ISP, the type of connection you have, and the quality of the infrastructure in your area. When choosing an internet plan, it's important to consider both upload and download speeds to ensure that you have a connection that meets your needs.
In summary, upload and download speeds refer to the rate at which data can be transmitted over an internet connection. Upload speed is the rate at which data can be sent from your device to the internet, while download speed is the rate at which data can be received by your device from the internet. It's important to consider both upload and download speeds when choosing an internet plan that meets your needs.
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