Frequently Asked Questions

Everything you need to know

 

General

Are there caps on any of your packages?

No! All of our fibre packages are uncapped.

Do you shape or throttle?

No! All of our fibre packages are unshaped and unthrottled

Are your packages month to month?

Yes! All of our fibre to the home packages are month to month.

What is your cancellation notice period and fee?

All we ask for is for 30 days notice.

If you cancel within the first 30 days of commencing your service, there is a cancellation fee, however after 30 days there are no cancellation fees on fibre to the home products

How do I contact support?

Should you experience any service issues, please make use of the Customer Portal to log a support ticket. Select Tickets from the portal menu, and “Create a Ticket”. Our support team will attend to your issue as soon as possible and you can communicate directly with our team within your ticket. Alternatively feel free to call us on 011-704-0800.

Billing

Where can I view my account?

You can view your account and all billing and payment history on your customer portal at http://portal.packetsky.com/

When do you start to bill me?

We only start to bill you once your service is active. You will then receive a pro-rata invoice for the remainder of the month and any install/activation fees.

When do I get my monthly invoice?

You will receive your monthly invoice on approximately the 1st working day of the month.

When do I have to pay?

Payment is required for the month in advance, and is due within 7 days of invoice date.

What are my payment options?

You are able to pay via the following methods:

  • Debit order
  • Instant EFT via our portal
  • Credit card via our portal

When do debit orders come off my account?

Debit orders are processed on approximately the first working day of the month. Unfortunately we cannot guarantee the exact date, as we make use of a secure third party for these payments.

Couples & Group Therapy

Home Fibre

How do I order?

Go to our sign-up page and complete your details. Our team will contact you to take your order forward

How long does it take?

Our team will contact you to confirm your order within 1 business day. Once your order is confirmed, we place your order with the relevant network. The network will organise with you to install an ONT device in your home. This process can take anywhere between 1-4 weeks. Once your ONT is installed, call us to schedule your router installation. We can normally install within 24-48 hours.

Is the router free?

Yes! You will receive a free to use Mikrotik router with all FTTH packages.

Do you send someone to install my router?

Yes! We will personally setup your free router and ensure you are up and running!

How do I upgrade or downgrade my package?

To upgrade/downgrade your package, please log a ticket on the Customer Portal and indicate the line speed you would like to migrate to. Package changes are implemented on the 1st of the month, however these requests are subject to network provider processing delays and can take one calendar month to be implemented.

Other Questions?

Send us a message