When moving homes, you wouldn’t leave behind your TV or laptop – so why would your Fibre be any different? At RSAWEB, we’re here to help you through this experience, and will make sure you remain connected in your new home and don’t experience any downtime.
Please note that we treat moving homes as a cancellation, but we DO NOT charge the cancellation penalty if you have been with us for less than your contract term - the remainder of the contract term simply gets added to your new contract term.
FREQUENTLY ASKED QUESTIONS
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How long will it take to get the service activated at my new place?
This would depend on whether it’s a new or existing installation and which FNO it is. See our timelines below;
Octotel Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 3 business days (existing installation activation)
Vumatel Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 3 business days (existing installation activation)
Frogfoot Standard Turn Around Times = 2-3 weeks (new installation) / 1 – 3 business days (existing installation activation)
Openserve Standard Turn Around Times = 4-6 weeks (new installation) / 1 – 5 business days (existing installation activation)
SADV Standard Turn Around Times = 2 weeks (new installation and activations)
Century City Connect Standard Turn Around Times = 2 weeks (new installation and activations)
Metro Fibre Network Standard Turn Around Times = 2-6 weeks (new installation) / 1 – 3 business days (existing installation activation)
Lightstruck Standard Turn Around Times = 2-4 weeks (new installation) / 1 – 5 business days (existing installation activation)
Fibre Geeks Standard Turn Around Times = 5-7 business days (new installation and activations)
Fixed LTE Standard Turn Around Times = 5- 7 business days -
How many times can I move month's over?
You can only move your months over once. Remember, you only need to move months over if you have had the service for less than 12 months. So if you move within 12 months- you can carry the remaining months over to the new service. So if you had the service for 6 months- at your new home, your contract terms would be the previous 12 months and the new 6 months (18 months). If you move again within the 18 months you will need to pay the clawback fees owed as we cannot move the months over again. If you manage to cede your service though to the new tenant you will not need to carry over any months and your new service starts with the normal 12-month clawback.
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What happens to the service I have in my current home?
This service is cancelled unless the tenant moving in wants to take over your service. In this case, we do what’s called a cession of service where we change the service and billing from your account to theirs. This means that the person taking over your service takes over your contract as it stands including the months remaining on your account and you will start with a brand new contract at your new location with no months to carry over! At the moment we are running a special where if you are moving and taking a service at your new location and you cede your existing service we will credit both your account; and the person taking over your service; with R250 each!
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What equipment must I take with me when I move?
You only need to take your router with you NOT the ONT or the cable attaching the ONT to the router(see image below). The images below is for presentation purposes only.ONT`s differ according to Fibre Network Operators (FNO), see the different ONTs for each FNO.
Frogfoot
MFN
Octotel
Openserve
SADV
Vuma Village
Vumatel
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Why is moving considered a cancellation?
Unfortunately, fibre is static and cannot be moved. The reason for this is that in order to get fibre into your home an installation has to be scheduled with the relevant fibre network operator in your area. So even if you take the fibre equipment with you- we would still need to place an order with the relevant fibre network operator to connect it to the boundary box and then provision and activate your line. This means that RSAWEB will be charged either the installation fee at the new property if it’s a new installation OR a connection fee if there was previously an installation into your new home. This also means that we still need to cancel your service at your previous home otherwise we will continue to be billed for it (and in turn would need to bill you). Often you are also moving from one Fibre Network Operator to another (for example from an area that has Vumatel to an area that has Frogfoot) so this means that it’s a completely different company from the previous one you had.