FTTH installation FAQ’s
A lot goes into getting fibre installed at your home and we want to make sure you get connected as soon as possible. Here are some of the most common FAQ’s regarding fibre installations. Read through them to make sure you understand what to expect moving forward in your dealings with RSAWEB.
Terminology
MDU – Multi Dwelling Unit (such as complex’s or flats)
FNO – Fibre Network Operator (such as Vumatel, Octotel or Frogfoot)
ISP – Internet Service Provider (in this case RSAWEB)
SLA – Service Level Agreement
What timeline can I expect?
This question is hard to answer, as RSAWEB does not deal with the physical installation into your property. We know the average turnaround time for each provider, and make sure to stay on top of them if they go beyond their agreed upon SLA, but there are factors that can prolong this process.
What are the Average Turnaround times for each FNO? (As per above point, this is if all is in order)
Octotel Standard Turn Around Times = 2-4 weeks
Vumatel Standard Turn Around Times = 2-4 weeks
Frogfoot Standard Turn Around Times = 2-3 weeks
Openserve Standard Turn Around Times = 4-6 weeks
SADV Standard Turn Around Times = 2 weeks
Century City Connect Standard Turn Around Times = 2 weeks
Metro Fibre Network Standard Turn Around Times = 2-6 weeks
Lightstruck Standard Turn Around Times = 2-4 weeks
Fibre Geeks Standard Turn Around Times = 5-7 business days
Fixed LTE Standard Turn Around Times = 5- 7 business days
WHY WOULD MY ORDER BE REJECTED?
Orders are sometimes rejected by the Fibre Network Operator (FNO) for a few reasons, here are some of them.
When will I be billed?
You will be billed from the moment your installation has been completed and your line has been provisioned. Your first invoice will be on the day you go live and will be pro rata for the remainder month. We bill in advance so you will also receive an invoice for the month ahead. This will come off via debit order on the 1st.
When will I get my router?
The moment we get told you have an installation date we will send your router. It will include your complementary mobile sim and instructions on how to set up. Will a team come onsite to help me setup? THE FNO team will be onsite, but RSAWEB will not need to be onsite. Your router will be there and is very simple to plug in (and you can ask the FNO team onsite to assist). You do get one free onsite visit from RSAWEB to use when you need us though, but this is usually to help you set up WI-FI, your smart TV etc. If you want us onsite the same day, you need to arrange this by letting your project coordinator know.
Will a team come onsite to help me setup?
The FNO team will be onsite, but RSAWEB will not need to be onsite. Your router will be there and is very simple to plug in (you can ask the FNO team onsite to assist). You get one free onsite visit from RSAWEB to use when you need us though, but this is usually to help you set up WI-FI, your smart TV etc. If you want us onsite the same day, you need to arrange this by letting your project coordinator know.
Once I have an installation am I live?
If your order was not a pre-installation (as explained above) then you just need to be provisioned (this is done by the FNO). This happens remotely and usually within 24 hours. If you are too excited and cannot wait, you can call the FNO and ask them to provision you. They will need details from the router though so make sure you have this nearby. Certain FNO’s also give you a circuit number, so keep this on hand when making the call.
I have ADSL- when should I cancel?
Unfortunately, this is not something we can advise on. We usually recommend that you wait until you have an installation date before cancellation especially if you cannot afford any downtime. Sometimes things happen with your order outside of our control or the FNO (e.g. weather conditions etc.) and thus your order can be delayed.
Can my service be moved if I move?
Unfortunately, fibre cannot be moved. The line is fixed as the FNO puts down an ONT at the home and configures the router to the relevant node for that specific node. So if we have to move the ONT, this would mean often having to get them to come out again to re-install it properly in your home, as well as re-configuring the ONT to the new node. For this reason, we treat moving homes as a cancellation. We do not charge the cancellation penalty if you have been with us for less than your contract term, but you are taking up our service at the new premises with us. However, the remainder of the contract term gets added to your new contract term.
Alternatively, we can let the person(s) moving into your existing home take over your service. This is a cession of service and means the tenant taking over takes over your T’s and C’s of your existing service.
If you have any other questions or would like to know more give us a call on 087 470 0000 or speak to us via email at [email protected]
Click here to chat