Frequently Asked

Questions

UNCAPPED.

UNSHAPED. UNTHROTTLED.

You can use our website to check if fibre is available at your location. Simply enter your address and we'll show you the providers, packages and prices available to you.
  • Order Validation: Checking that we can provide the service that you have ordered at the physical address provided (1 working day).
  • Credit Vetting: UrbanXConnect will perform a credit check on the person applying for the service. We reserve the right to deny service to applicants who have unfavourable results (1-2 working days).
  • Cancellation: It is your responsibility to cancel your existing service with your current ISP, adhering to their cancellation policy. Please ensure that once they have advised you of your final date of service, you inform us of this date so that we can align the activation of your service on our network accordingly.
  • Router Shipping: If your package includes a router, we will configure and ship your router to you prior to your activation date.
  • Supplier Order: The activation order can only be placed with the relevant network operator once your current service has been terminated and your previous ISP releases your line into the network operators “holding pool”.
  • Activation: Once your previous ISP releases your line into the network operators “holding pool”, we can activate your service on the UrbanXConnect network. You should be up and running within a maximum of 1-2 working days.

For further help, check out this

article which expands further on Navigating ISP Transitions

Once your order is placed with us, your application will move through our following internal processes:

  • Order Validation: Checking that we can provide the service that you have ordered at the physical address provided. (1 working day)
  • Credit Vetting: UrbanXConnect will perform a credit check on the person applying for the service. We reserve the right to deny service to applicants who have unfavourable results. (1 -2 working days)
  • Supplier Order: The installation order will be placed with the relevant network operator, who will contact you to schedule a suitable installation date and time. Once you have been scheduled, please remember to supply us with your installation date so that we can align your router delivery (if applicable) and service activation accordingly. (1-10 working days)
  • Router Shipping: If your package includes a router, we will configure and ship your router to you prior to your installation date.
  • Activation: Once you have received your router (if applicable)and your line has been installed, you should be up and running within a maximum of 1-2 working days.
No, our fibre packages include installation and connection, but are subject to a clawback fee in the event of cancellation within the first 12months.
Should you cancel your fibre line within 12 months from the date of activation, or your account falls into arrears, you will be charged a clawback fee of R2499.

Routers are supplied with the following services:

  • Frogfoot
  • Metrofibre
  • Vodacom
  • WeFNO
  • Openserve
  • Octotel
  • PC Maniacs
  • Vumatel

Services on the following networks utilise the ONT ( Optical Network Terminal ) to provide Wi-Fi:

  • Linklayer
  • Unifybr
  • Zoom
FREE ROUTER

The router will be pre-configured and shipped to you prior to your activation date.

UPGRADED ROUTER

Once we have validated the availability of your selected fibre package at your address, and completed the credit vetting process, we will send you an invoice for your selected router. The router will be configured and shipped once payment is received. Please ensure payment is made timeously so that we can ship your router to you prior to your line activation.

Once you confirm your final date of service with your previous ISP, please inform us so that we can ship your router to align with the date you are due to activate with us.

Take a look at this article for more information.

An ONT is an Optical Network Terminal, also known as the fibre box, or CPE (Client Premises Equipment). On certain networks the ONT will also act as your router. This device connects the fibre box that has been installed outside your premises, to your router. The ONT is usually a small white or black box that will be placed on a wall inside your premises.

It's important to consider where the ONT will be installed before the technician arrives. If you require the ONT moved at a later stage, it will likely incur additional charges. Please consider how you would like to connect your devices in your home

The router (if applicable) will plug into your ONT so it should ideally be:

  • Near an accessible power point.
  • In an area where you will be using the internet the most.
  • Away from a high-traffic area where it might be damaged.
  • In a central location in your home for optimal range.
  • Near an existing telephone or network cable.
  • Conveniently located near heavy devices that require connectivity, such as televisions.

If you would like to learn more about the placement of your router in your home, you might find this article helpful.

To ensure streamlined payment processes, we accept two methods of payment:

Debit Order: Debit orders occur on the 1st and 26th of the month.

Online Payment: Online payments can be made via the Netcash PayNow function in your Uzone Customer Portal. Payment options include Debit/Credit Card, Scan to Pay or Retail Outlet Payments.

EFT Payments are not accepted.

You may upgrade your service at any time. Pro rata billing for the new line speed may apply.
Once we have received your request, we will place the order with the network operator within 1 business day and the upgrade should take effect within 1-2 business days thereafter.
You may downgrade your service at any time. Depending on your network operator, downgrade fees may apply.
Once we have received your request, we will place the order with the network operator within 1 business day and the service will downgrade within 30 days thereafter

You can download the MyISP app from your preferred app store. Find links to download the app on our Customer Portal page on our website. For more info check out this article.

Fibre infrastructure and services are fixed to the premises and cannot be moved to your new home. You will need to cancel your existing service (minimum of 1 months' notice) as per our standard T's & C's. Clawback fees will apply if you are still within your initial 12-month period.

If you cancel your service within the first 24 months of your service activation date, you will need to return the router to UrbanConnect's registered office address at your expense. If you cancel your service after the first 24 month period, the router becomes your property.
When moving premises, the ONT is to be left at the old premises because it won't be usable at the new premises. The ONT is registered to the premises at which it is installed.

Why Test Your Internet Speed?

Testing your internet speed is crucial. Knowing your current upload, download, and ping rates can help you determine if you're getting the performance you need from your UrbanConnect connection. It's also a helpful tool for troubleshooting any connectivity issues you might encounter.

Steps to Perform an Internet Speed Test

  1. Connect Your Device

    Ensure that the device you are using is connected directly to your UrbanConnect router, either through a wired connection (Ethernet) or Wi-Fi. For the most accurate results, a wired connection is recommended. For mobile devices, make sure you're connected to your Wi-Fi and not on mobile data.

  2. Close Background Applications

    Before running the test, close any applications or devices using bandwidth. This includes streaming services, downloads, and other devices connected to your network, as these can affect the accuracy of your speed test.

  3. Access an Internet Speed Test

    For UrbanConnect Users:

    • Log into your Customer Portal, navigate to Statistics, under which you'll find our UrbanConnect Internet Speed Test. Note that this Speed Test is only available on web based platforms.
  4. Alternatively, you can:
    • Open your web browser and go to a reliable speed test website, such as Speedtest.net or Fast.com. For Mobile users, downloading the Speedtest application is recommended. Ensure that you select the FirstNet UrbanXConnect Server before beginning the test.
  5. Begin the Test

    Once on the site or app, click on the “Go” or “Start” button to begin the test. The tool will measure your download speed (how fast you can receive data), upload speed (how fast you can send data), ping (how fast your device can communicate with the server) and Jitter (the variation in packet arrival times, which affects the stability of your connection).

  6. Analyze Your Results
    • Download Speed: Indicates how quickly you can download files or stream content. For gaming, a higher download speed ensures smoother gameplay and faster content delivery.
    • Upload Speed: Important for uploading videos, streaming live content, or online gaming. A higher upload speed allows for a more stable connection.
    • Ping (Latency): Measures the delay between your device and the server. Lower ping is better, especially for online gaming, where every millisecond counts.
    • Jitter: High jitter can lead to noticeable issues, especially in real-time applications like online gaming, video conferencing, and VoIP calls, where consistent data flow is crucial.
  7. Compare to Your UrbanConnect Package

    Compare your test results to the speeds promised in your UrbanConnect package. If you consistently notice speeds lower than what you're paying for, it may be time to troubleshoot your connection or reach out to UrbanConnect customer support.

Troubleshooting Tips

  • Low Speeds: If your speed test results are lower than expected, try restarting your router, checking for firmware updates, or reducing the number of devices connected to your network.
  • High Ping & Jitter: Ensure your device is as close to the router as possible or connected with a Lan Cable, and avoid running other high-bandwidth activities during the test.
  • Inconsistent Results: Perform multiple tests at different times of the day to check for patterns. If issues persist, contact UrbanConnect support for further assistance

You can check the network status page to see if there are reported incidents affecting your area.

Notification will be sent to you via SMS once we receive notification from the Network Operator.

    Notifications and updates will be provided during the following hours:

  • 8am - 9pm Mon-Fri
  • 8am - 5pm Sat
  • 8am - 3pm Sun