FTTH Service Levels & Support

Home fibre is a best effort service, and PacketSky offers back to back SLAs with your selected FNO. PacketSky is therefore unable to provide a refund or credit as a result of service downtime, performance issues or direct, indirect or consequential damages or losses of any kind (i.e. caused by any third parties, including but not limited to infrastructure breaks, maintenance or backhaul issues experienced on an FNOs network).

PacketSky offers 24/7 support, however it is important to note that FNOs generally follow standard business hours and do not attend to faults over weekends or public holidays. Response and repair times vary from FNO to FNO but can take up to two weeks depending on the failure experienced. Fibre Network Operator SLAs can be viewed below or are available on request.

Equipment

PacketSky provides a free to use router to our customers in order to offer Wi-Fi access. This router has additional advantages which allows us to access the device remotely and adjust various settings if necessary, including those related to Wi-Fi. These routers also allow us to provide remote support to our customers and pro-actively monitor your line. Should you make use of your own router, PacketSky will not be held liable for degraded services or failure of services as a result of your personal hardware.

Wireless Signal (Wi-Fi)

Due to the nature of Wi-Fi technology, the strength of a routers wireless signal cannot be guaranteed as this is susceptible to interference, which is different in each home. PacketSky’s responsibility is to ensure the speed of your line to the router approximates your selected service speed, however we cannot and do not guarantee full coverage of Wi-Fi within the home. We do however do our best to ensure you receive the highest quality Wi-Fi possible on the router provided. Should a single router not provide sufficient wireless coverage, we are able to recommend additional hardware or local area network providers who can assist with various options for the extension of Wi-Fi within your home.

General Provisions

PacketSky and the Fibre Network Operators reserve the right to amend the Service Level Agreements from time to time. Any new version will be displayed on our Website together with the date on which it will become effective. It is your obligation to visit our website on a regular basis in order to determine whether any amendments have been made. Any use by you of the PacketSky services after the effective date of any such amendment, shall be deemed to constitute acceptance by you of such amendment.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R875.00 per downgrade. No upgrade fee.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Call-out Fee: R920.00

Indoor ONT Transfer: R1,725.00

Damaged ONT / Negligent Damages: R920.00

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R299.00 per upgrade or downgrade.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame (5 business days).

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No upgrade or downgrade fee.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

‘FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R410.00 per downgrade. No upgrade fee.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Additional Trenching Fees (only applicable to new installations): R185.00 per linear meter.

MTN’s standard installation fee includes costs of trenching up to a maximum of 8 linear meters. Where further trenching is required in any installation, such trenching shall be charged as per above.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Downgrades must be requested on or before the 14th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month. Any downgrades requested after the middle of the month will only be implemented at the end of the next month by Netstream.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Downgrades must be requested on or before the 14th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month. Any downgrades requested after the middle of the month will only be implemented at the end of the next month by OpenFibre.

 FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Fee: R150.00 per upgrade or downgrade.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Unnecessary Call Out Fee – R1,725.00.

Should a fault be reported and an Openserve technician attends to the fault at a Customers residence, and the fault is identified as a Customer error (e.g. Ethernet or power cable unplugged)  or Customer hardware failure (e.g. router storm or surge damage), Openserve will charge an Unnecessary Call Out Fee. Should the fault be related to the Openserve network or Openserve equipment, no call out fee will be charged by Openserve.

Free Installation Promotion

Openserve in partnership with PacketSky is offering FREE installation & connection fees on all new fibre installations until 30 September 2024. Should the service be cancelled within the first 12 months, a cancellation fee of R575.00 will be payable prior to cancellation being processed. 

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

Upgrade Fee: R115.00 per upgrade.

Downgrade Fee: R862.50 per downgrade.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Other Fees

Additional Trenching Fees (only applicable to new installations): R172.00 per meter.

TT Connects standard installation fee includes costs of trenching up to a maximum of 15 meters from the TT Connect Network to the clients termination point. Where further trenching is required in any installation, such trenching shall be charged as per above.

Call-Out Fee: R575.00 – TT Connect charges a call-out fee for any in person call-outs of their technicians.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable. Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

FNO Fault Restoration Time

Best Effort – Fibre breaks or faults will be repaired in the shortest available time-frame, however there is no guaranteed restoration time.

FNO Credit Policy

No credits will be issued for downtime.

Cancellation Notice Period

1 Full Calendar Month (i.e. cancellation for 31 August must be requested before 31 July). Any cancellation requested during a month will only be implemented at the end of the following month (i.e. a cancellation requested on 10 August will only be effective on 30 September).

FNO Upgrade/Downgrade Fees & Terms

No fees applicable.

Upgrades and/or downgrades must be requested on or before the 20th of each month via the Customer Portal or via email to sales@packetsky.com, for the service change to take effect from the first day of the following month.

Other Fees & Charges

Replacement of an ONT: R1,150.00

Installations do not include any trenching. Should trenching be required, this will be for your own cost. The installation contractor will be able to provide you with a quote based on any trenching required, and this arrangement will be between the 3rd party contractor and yourself. WeFNO and PacketSky will not be held responsible for damages, or any costs associated with the trenching and or restoration and reinstatement of the area between the boundary wall and your house.