NetDirect delivers fast and reliable fibre and wireless internet connectivity to South Africans at an affordable price, 24/7.
You asked, we listened

Frequently Asked Questions

Here is a list of the most frequently asked questions. Should you have any other questions please do not hesitate to contact us. We would love to hear from you.

  • General
  • Accounts & Billing
  • Troubleshooting

Fibre-optic Internet is the future of fixed-line internet connectivity. It uses fibre-optic technology to reach the fastest internet speeds available today. With a fibre to the home internet connection, you can reach speeds of up to 1024 Mbps (1Gpbs).

10 Mbps – 40 Mbps: This is a good option if you’d like to stream in HD, download media-rich content or just want superfast downloads in general. This is ideal for an online-active family.


50 Mbps – 100 Mbps: This is exceptionally fast internet! If seamless high speeds are essential to your family or business, then this is the one. Let everyone on your network experience mind-bendingly fast speeds at the same time.

Fibre is much, much faster than ADSL and Naked ADSL, which means that you’ll make a faster and better connection when downloading emails, files, website content, media-rich files, etc. ADSL (including Naked ADSL) runs over old copper telephone wires and was never really meant to do anything more than making sure you can phone your granny. Line speeds and connectivity can be affected by copper wire theft and the distance your house is from the Openserve local exchange box. Fibre on the other hand, uses some of the most recent technology with the sole purpose of transmitting data at incredibly fast speeds. Oh, it’s also made out of tiny glass particles so it doesn’t get nicked!

Fibre optic cables are made from strands of glass as thin as a hair, which carry information by light. Fibre connections are 1000 x faster than traditional copper cables which are used by other legacy network providers. And, unlike ADSL connections, fibre connections don’t get slower the further away customers are from their nearest exchange.

We rely on our various suppliers to provide us with the areas that can get Fibre Internet. Whilst they do roll out new Fibre lines every week, not every area is covered yet as it is still a growing process in South Africa. Once we receive confirmation from our partnering suppliers (Fibre Network Operators) that a certain area will receive Fibre within the next few months, we usually add an option for pre-ordering the service if it will be available to you. Pre-ordering will get your name in the queue for installation when the Fibre goes live.
You can enter your address on our coverage map at the top of the web page to see which services are available to you at the moment.

No! Fibre is completely independent of a bundled voice line.

Because we rely on external infrastructure providers to connect you, we can’t give a hard and fast timeframe.

First, check what is available in your area by adding your address to our coverage map above (at the top of the web page).
If Fibre is available in your area, great! Place the order and we’ll do the rest, send you your free-to-use router of course, sort out your installation and activation, and you’re online!

There are some amazing streaming services which will work beautifully on your Fibre line. Some of the tried and tested (and loved) options include Netflix, Showmax, Amazon Prime, Google Play Movies, DSTV Now, and iTunes Movies, to name a few.
If it’s music you’re after take a look at Spotify, iTunes, Google Play Music, Deezer, and even YouTube playlists. We also enjoy 8tracks, although some of the content will ask you to play through YouTube to get around licensing issues.

Home network integration is not included with our standard installation as this can vary in complexity from one site to another. Our standard fibre installation includes 30 meters of conduit, the installation of the physical fibre line and the installation of the Fibre Network Operator’s ONT in the designated area. It also includes the delivery of a pre-configured Wi-fi enabled router.
Once your fibre line and router have been installed and activated our service delivery team will confirm with you that the fibre is active at which point, we will hand over the service to you. At this point, you will need to continue with the rest of the integration of your fibre service into your home network.

If the fibre installer doesn’t arrive, the only way to resolve the situation is to notify our service delivery team so that they can make contact with the fibre provider directly. Unfortunately, this situation is out of NetDirects control and we expect all our Fibre providers to take adequate responsibility for their portion of your fibre installation.
If the above situation occurs, please contact our Service Delivery Department by calling them on 083 4245635. Please provide them with your fibre installation details so that they can quickly track down your fibre order.

An ONT is an Optical Network Terminal, also known as a CPE. This device connects the fibre that has been wired to the outside of your house, to your router/modem. The ONT is a small white plastic box normally (180mm x 50 mm x 120mm) that will be placed on your internal wall.
It’s important to give careful consideration as to where you want the ONT to be installed before the installation technician arrives for your scheduled installation appointment as this can affect your broadband experience. The installation team are there to advise you of the best route to follow. Your router/modem will need to be plugged into your ONT so it should ideally be:

  • Placed near an accessible electrical plug point.
    It should be installed where you will use the internet the most.
  • For Wi-Fi to work best, your wireless-enabled router/modem should be placed in a centrally located area in your home.
  • Your router/modem should be installed as close as possible to data-hungry devices such as smart televisions, gaming consoles and media players.
  • For the best user’s experience, we recommend that all data-hungry devices be connected directly to your router/modem via Ethernet cables. It is important to not have interfering devices close by (Such as Microwaves etc.)

We do offer professional and affordable end-to-end network cabling solutions tailor-made to your needs.

Wi-Fi is the name of a wireless networking technology that uses radio waves to provide high-speed Internet and network connectivity wirelessly.
Most modern-day, broadband routers have Wi-Fi capabilities built-in, so they can broadcast a wireless signal to enable users to connect their hardware devices such as computers, printers, gaming consoles, cell phones and tablet PC’s to the internet without the need for a physical network cable.

A typical Wi-Fi signal has a range of around 30 metres. This can be reduced due to factors such as the modem/router’s ability, walls or other obstacles.

Wireless Wifi 2 to 3 days and Fibre we work speedily to connect you to our speedy internet service.

Bad weather can degrade the service marginally as with other wireless related services.  

We provide you with a 5 port Wi-Fi enabled router that typically caters for all your wired and wireless connectivity requirements. With one port dedicated for your internet access, the remaining ports can be used to connect a range of wired devices (PC’s, printers, smart TVs, additional Wi-Fi access points, etc.) directly into the WonderNet router, ensuring that you will be up and running immediately.

NetDirect provides you with a free-to-use, fully insured router. So, you are sorted. That said, you can use any router that has a LAN/WAN port, BUT it will need technical reconfiguring. We suggest you use ours. Everything will be set up for you and because it’s insured, if anything goes wrong you know you’re covered.

It depends on the type of router model you have. If your router has an Ethernet WAN port available, then it should work. However, if it’s an older router that only supports older Wi-Fi standards such as Wi-Fi 1,2,3 it can drastically affect your user experience. We always recommend using a Wi-Fi-Fi enabled router that supports the Wi-Fi 5 standard.

You will need to purchase a network switch if you don’t already have one that can be plugged into your router to connect all your other devices to the network and the internet. Network switches can be provided at an extra cost should you not have one already. However, most over the counter network switches can be purchased from retail outlets and plugged directly into a free port on the router.

Simply Apply online If wireless is available, a consultant will be in contact with you to confirm coverage. If fibre is available in the area, you can place an order immediately with one of our consultants.

Your area may not be live for a couple of reasons. However, the below reasons are the most common:

  • There isn’t enough interest or demand for fibre in your area yet.
  • The Fibre Network Operator in your area may not have the required planning permissions yet.
  • The Fibre Network Operator in your area may not have installed their main fibre infrastructure yet.
  • NetDirect has not partnered with the Fibre Network operator in your area.
  • Unfortunately, NetDirect has no control of these installations and there are no reliable ETA’s that we can work with. However, as soon as the area goes live, we will let you know if you leave us your contact details.

Areas such as these normally require a lot of civil work to be completed to get the fibre ready. Only once the Fibre Network Operator working in your areas has trenched, repaired and installed their main backbone fibre infrastructure will individual home installations begin.
Unfortunately, during this period NetDirect has no control of these installations and there are no reliable ETA’s that we can work with. However, as soon as the area goes live, we will let you know.

Unfortunately, speeds can’t be guaranteed all the time as speeds can vary depending on where you are connecting too as well as on your Wi-Fi signals strength, the number of users that are simultaneously connected and how far away you are from your router. You also need to be mindful of the contention ratios Fibre Network Operators may impose on their lines.
For optimum speeds, we always recommend connecting directly to your router via a LAN cable.

Essentially, the quality of what you are streaming impacts the speed you need. For example, the minimum internet speed recommended for streaming Netflix is 3 Mbps. But, if you want to want to watch at higher qualities, you would need a higher speed.

To stream videos in STANARD definitions, at least 3 Mbps is recommended.
To stream videos in HD, at least 5 Mbps is recommended.
To stream videos in HDR or 4K, at least 25 Mbps is recommended.

If you’re anything like us, you will be actively streaming most of your music, movies and series from now on. We recommend a 10Mbps (or higher) line to enjoy the likes of Netflix, Showmax, Amazon Prime and DSTV NOW without annoying buffering or lag times.

It couldn’t be simpler. Get in touch with us via phone or email.

FUP’s (FAIR USAGE POLICY) can seem confusing, but it actually comes down to a basic principle. Rather than simply pausing your connection until the following month, if you exceed the data limit on your plan, we slow down your internet speed instead. This slows down your data usage until the usage balances, and your speed returns to normal levels.
This is much better for you because you never lose connection to the outside world, even when you have a slower line after you exceed your monthly limit.

When you sign up for any of our packages, we will give you 30 minutes of FREE VoIP calls per month! You can use it to call anyone, anytime, on any network in South Africa or you can make international calls at ridiculously low rates. You can read all about our NetDirect Voice products and call rates on our VoIP page.

Yes. However, we do not interfere with personal networks.

​Please contact us and we will book you for a free site inspection.

All our data packages are month-to-month, so you only need to give one calendar months’ notice in order to cancel your service. (Please refer to “What is your cancellation period?” section.)

Free-to-Use Routers are exactly that - free to use for as long as you are with NetDirect and using the relevant service. If you cancel your service you will be billed for your router, or you may return it to us in its original condition, in its original packaging.

  • You will have 20 days from the time your service is deactivated (turned off at the end of your months’ notice) to return the router to our offices.
  • We will send you a reminder on day 10 if we have not yet received your router.
  • If we do not receive your router back from you within the 20-day router-return period, you will be billed for it, and it will become your own.
  • Remember to include your name and NetDirect customer code when returning your router.
  • No router returns will be accepted after 20 days have elapsed from the time that your account was deactivated.
  • All courier costs involved in returning the router are for your own account.
  • You will be charged the original retail value of the router.
  • When your router becomes your property, it will no longer be insured by NetDirect, and we will not accept responsibility for any damage or defaults to the router.

Should you cancel your service (or fall into a suspended state for longer than 30 days) within the first 12 months of activation we will clawback any installation and/or connection fees which were subsidised by NetDirect when you signed up.

Please note that the reselling of our services and products are not allowed. We do not take any responsibility for support from any unsolicited resellers and urge customers to only order directly from us, either on our website or through one of our friendly NetDirect sales agents.

We ask that our clients notify us at least 3 weeks before moving day. This gives us enough time to see if your new location is within our coverage area. All equipment should be left as is – instead, a NetDirect field Technician will relocate it.
If your new home falls within one of our coverage areas, a new service order form will need to be signed. On wireless, a once-off relocation fee will be charged depending on the complexity of the move. For fibre, provided that you relocate to an area that has fibre as well, you will be liable for installation and activation fees.
If your new home is outside of one of our covered areas, normal cancellation terms and conditions will apply.

We cover all installation and connection fees on Vumatel Fibre-to-the-Business (FTTB) packages. Should you decide to cancel within 12 months of activation, your clawback will be calculated as follows:

(12 months – the number of months your service has been active) X your recurring service fee.

Example: If you have a 20/20Mbps FTTB service and have been active for six months, then it will be (12 months - 6 months) X R1729 = R 10374

Unfortunately this is not possible. As operators of your reliable network we never stop ensuring that you stay connected, continuing to run your connection, monitor links and manage billing. That unfortunately means that you cannot hit pause on your services but please contact us in order to see how we can possibly assist you.

In order to change your package or service please submit your request via email to accounts at accounts@netdirectcpt.co.za

For sure!  We don’t do contracts so you can do any of the below:

Upgrades will be effective within 3 days of submitting your upgrade request.

Downgrades will be effective on the 1st day of the following month (should your request for downgrade reach us on or before the 20th of each month) otherwise it will only be effective the 1st day of the month thereafter.

Cancellations require a full calendar month’s written notice (cancellation request should reach us before 12h00 on the last weekday of the month in order to allow cancellation with our service providers in turn).

We’ll be sad to see you go, but our accounts department can assist you in cancelling your connection.

To cancel your service please forward your request via email to accounts@netdirectcpt.co.za. Do keep in mind that NetDirect has a full calendar month notice period policy on all services and that a cancellation request should reach us before 12h00 on the last weekday of the month in order to allow cancellation with our service providers in turn.

We require a minimum of one calendar months’ notice period. Your cancellation will only take effect at the end of the following month. For example, if you log a cancellation request on the 15th of January, your service will only be cancelled at the end of February.
Certain packages carry a contract term, and for these packages you will be required to see out the contract term.

All our data packages are month-to-month, so you only need to give one calendar months’ notice in order to cancel your service. (Please refer to “What is your cancellation period?” section.)

Free-to-Use Routers are exactly that - free to use for as long as you are with NetDirect and using the relevant service. If you cancel your service you will be billed for your router, or you may return it to us in its original condition, in its original packaging.

  • You will have 20 days from the time your service is deactivated (turned off at the end of your months’ notice) to return the router to our offices.
  • We will send you a reminder on day 10 if we have not yet received your router.
  • If we do not receive your router back from you within the 20-day router-return period, you will be billed for it, and it will become your own.
  • Remember to include your name and NetDirect customer code when returning your router.
  • No router returns will be accepted after 20 days have elapsed from the time that your account was deactivated.
  • All courier costs involved in returning the router are for your own account.
  • You will be charged the original retail value of the router.
  • When your router becomes your property, it will no longer be insured by NetDirect, and we will not accept responsibility for any damage or defaults to the router.

Should you cancel your service (or fall into a suspended state for longer than 30 days) within the first 12 months of activation we will clawback any installation and/or connection fees which were subsidised by NetDirect when you signed up.

Please send an email to accounts@netdirectcpt.co.za or call us on 087 985 0739

Should you select the debit order option please ensure that you select whether the debit order should run on the 1st, 15th or 25th of each month. Unfortunately no other dates are available. Please also note that, should the 1st, 15th or 25th fall on a Sunday or Public Holiday, the debit order will run on the day thereafter.

Unless your service is activated on the first day of a month there will always be a pro-rata period billed (that is the period that the service is in use from the day of activation until the beginning of your first recurring invoice). You will therefore always have to pay the pro-rata invoice together with the first full month’s service. Installation costs will also always be payable with the first payment.

A recurring invoice is an invoice that will automatically be generated and emailed on a monthly basis and on a specific date set because of the payment date selected by you. This invoice will be generated and emailed via our accounting system whether it has been paid for in advance or not.

Please see price structures. Costs can vary according to sites.

Accounts are payable either via EFT or debit order.

Should you select to pay your account via EFT, please indicate should payment only be made on the 15th of each month as this will affect the billing period. Invoices are payable via EFT no later than 7 days after date of invoice and services are payable in advance.

Pro-rata services will also be billed and will be payable 7 days from date of invoice.

Services for which payment will be made around month end will be billed any time from the 25th of each month and will cover the service from the first to the last day of the following month.

Services for which payment will be made around the 15th of the month will be billed any time from the 10th of each month and will cover the service from the 15th of that month to the 14th of the following month.

For debit order payments please refer to the “When will my account be debited?” option.

FOLLOW THESE STEPS:
If you have a Microsoft Windows PC
Click the Network icon (Radio wave icon), in the taskbar at the bottom right.
A scan will be done for ‘Available Networks’ in the area.
Select and connect to your desired network name (SSID).
Enter the password to the network name to connect.\


If you have an Apple Mac
Select the ‘Airport’ icon on the top Right (Radio wave icon) of the screen.
Select ‘Wi-Fi network’.
A scan will be done for ‘Available Networks’ in the area.
Select and connect to your desired network name (SSID).
Enter the password to the network name to connect.


If you have an Android Device
Open ‘Settings’ from the main menu.
Select ‘Connections’.
Select ‘Wi-Fi’.
A scan will be done for ‘Available Networks’ in your location.
Select your desired network name (SSID).
Enter the password to the network and connect.


If you have an iOS Device
Select ‘Settings’ from the home screen.
Select ‘Wi-Fi’.
Available networks will be displayed.
Select your desired network name (SSID)
Enter the password to the network and connect.
Once you have successfully connected, you can now open your web browser or an application to confirm connectivity.

  • A Fibre optic cable can bend, twist, or wind.
  • The cable may be stretched which will damage the cable.
  • The cable connectors may not be fitted properly.
  • Some problems may not be immediately evident to the naked eye especially when the Fibre cable is damaged internally.
  • If the lights on the CPE/ONT are not on, there could be a problem with the device or link.
  • You may be connected to a faulty port.