General FAQs

Who is Vuma?
  • Vuma builds, operates and maintains high-speed, open-access fibre optic infrastructure in residential suburbs across South Africa.
  • As a Fibre-To-The-Home (FTTH) infrastructure provider, Vuma builds the fibre lines from the data centres into your home. The Internet Service Provider will provide you with the actual internet service that runs over our fibre network.
What is Fibre-To-The-Home and why should I get it?

Fibre-To-The-Home (FTTH) refers to the use of fibre-optic cables (instead of traditional copper cables) to connect your home to fast, uncapped and affordable internet. FTTH offers a highly stable and reliable network connection as the quality of the connection is not influenced by factors such as weather conditions, distance from data centre, electromagnetic and electrical interferences from power lines, nearby cabling, radio frequencies, and so on.

Vuma’s FTTH offers unlimited data with a fast and stable internet connection to be enjoyed from the comfort of your own home. It is cost effective compared to competing products (ADSL, Fixed LTE).  This creates a world of possibilities, providing you with access to:

Movies, series and music streaming, interactive educational content, online gaming, technologies for home monitoring & security systems, video calling, cloud storage, and so on.

What’s the difference between Vuma Fibre Reach and an Internet Service Provider?
Vuma Fibre Reach Internet Service Provider
  • An open access network provider. This means the infrastructure is available to many competing Internet Service Providers on equal terms.
  • Installs and maintains the high-speed, open access fibre network in your area and provides you with a fibre connection point.
  • The company you pay to provide you with connectivity to the internet over the Vuma Fibre Reach network.
  • Uses Vuma Fibre Reach’s connection point to provide you with internet access through a Wi-Fi enabled ONT, which they will provide and install.
What packages are available from the Internet Service Provider?
  1. Pay as you go 28-day package: You can buy a package that will expire after 28 days. With this option, you can buy multiple 28 day packages and queue them to run consecutively, or you can reload your package after the initial 28 days have passed.
  2. Monthly recurring package: This will keep running and will only be cancelled if you notify the Internet Service Provider directly.
I bought a package. How do I get my fibre installed?

Once your package has been purchased, an application for an installation will be sent to Vuma Fibre Reach by your selected ISP (this only applies when you buy your first package if an installation to your property is required).

An installation appointment will be scheduled and an accredited installation partner will visit you to install fibre into your home so that you can get connected to high speed, uncapped internet.

Your selected package will only be activated once your fibre has been installed.

NOTE: If your property already has fibre installed, and you already have a WiFi enabled ONT device, your service should activate within 24 hours of purchasing a package from the Internet Service Provider.

How does installation work?

Step 1 – Contact

On request, we’ll contact residents in your community to make sure we have enough interest to deploy fibre. We are committed to ensuring that the work we do causes as little inconvenience as possible.

Getting Vuma in your neighbourhood is easier than you think.

  1. Show interest by visiting vumatel.co.za.
  2. Enter your residential address and leave your details.
  3. Get your neighbourhood friends and family to show their interest too.
  4. We’ll keep you updated with the progress in your area. Follow us on Facebook for regular updates.

 

Step 2 – Construct

Vuma is responsible for deploying the fibre network infrastructure to your neighbourhood. There are two ways that we install the network infrastructure, depending on the type of building we will ultimately be connecting:

  • Trenching deployment – Vuma will deploy fibre along the sidewalks in protective ducts. The sidewalks where fibre gets deployed belong to the council, who gives Vuma the required permission to deploy.
  • Aerial deployment – This involves the planting, or use of existing poles, to deploy the fibre overhead.

 

Step 3 – Connect

To connect your home to fibre, you need the following:

  • A fibre line to be installed from the outside connection point to the inside of your home
  • An Optical Line Terminal (ONT) that connects your home to the cable network
  • Connection to the internet.

Vuma takes care of the fibre installation and ONT, your chosen Internet Service Provider (ISP) will take care of the internet connection.

Will the construction process cause disruption?

As with most construction activities, this can be disruptive in some way or another. The construction process may have a temporary impact on traffic, parking, and access changes, noise levels, utility damages, vibration, etc. We apologise in advance for this and ask for your patience during this period. We will make every attempt to minimise the disruption and impact on the community and its residents.

Safety and security?

We have dedicated health and safety representatives on site to ensure the project is managed properly. Safety barricading is erected around construction areas to prevent injury. Workers carry identification tags and sign in and out of site every day. If you are aware of any safety risks, please contact the site foreman, so we can address the concern immediately.

Service damages?

Service and utility damages (water and electricity) do unfortunately occur from time to time. We make every effort to minimise this by obtaining permissions from other services providers before construction and digging pilot holes to expose services. It is, however, possible that we may damage existing services during the construction process. We’ll notify you when this happens and update you accordingly.

We work closely together with other service providers. Where we are unable to fix the problem ourselves, we call out the service provider to do the repairs. This is standard procedure. If you suddenly don’t have water or electricity while we are active in the area, please inform us immediately and we will investigate the problem.

Hours of work?

Construction takes place from Monday to Friday (08:00-17:00). No regular work is planned after hours, on weekends or public holidays. Please note that we cannot perform any work during wet weather, as we can’t reinstate trenches properly if the soil is damp.

How long does an in-home installation take and do I need to be present?

Once your installation appointment has been scheduled, your physical installation should take between 2 to 4 hours depending on the complexity of the installation. As part of the fibre installation, a Wi-Fi enabled ONT will be installed. This will provide wireless internet access to all Wi-Fi enabled devices in your home. Once the package purchased from the ISP is activated, you’ll gain access to the world of fast, uncapped, reliable internet.

It will be best if you are present during the installation, as you’ll need to sign off on the installation once the work has been completed. You may also be required to assist the installers if furniture needs to be moved out of the way. If you’re unable to be present for the installation, you can nominate someone else to be there on your behalf, provided they are age 18 or older.

NOTE: Once the installation has been signed off, any route changes or moving of the Wi-Fi enabled ONT at a later stage will be at an additional cost.

What is included in your free installation?

The following is included in your free installation:

Routing of the fibre from the outside connection point to where the Fibre device will be installed, within the following specifications:

  • Up to 30m (as the cable routes runs) of fibre cable from the outside access point to the Fibre Device
  • The first 30 meters of fibre is included in your installation. Therefore, should you require the location of the Fibre Termination Box (FTB) to be further than the 30-meter mark, the Vuma Reach appointed contractor will assist at a charge of R50 per additional meter.
  • Glueing of the fibre cable with glue
  • Up to 5m of trenching at 150 to 200mm depth – not crossing paving, concrete, tiles or tar Where a self-inflicted fibre break may occur (including but not limited to: pets, gardener etc) white conduit up to a maximum of 5m will be supplied.
  • Mounting of the Fibre Device with screws and masonry plugs
  • Maximum of 1 hour allotted per installation
  • Proper clean-up of work and re-seal of drilled hole(s) with Polyfilla or appropriate sealant. (Excluding re-paint or paint touch-up)
  • Fibre cable slack may be placed in the ceiling
  • A Fibre Device with its power supply and a 1m Ethernet cable

The following is excluded from the installation and/or is not supplied:

  • Power adapter (and lead if required) to fit the standard Euro 2-pin power supply of the Fibre Device to a normal power outlet.
  • Moving of the fibre entry point on the outside wall
  • Trunking (internal or external)
  • Additional conduit >5m
  • Painting
  • Connecting and/ or setup of Wi-Fi and any other connected devices
  • Trenching, lifting and reinstatement of paving, tiles, concrete or tar
  • If relevant, obtaining permission from the owner, landlord or body corporate with regards to the installation and routing of the fibre, is the responsibility of the client
  • If the fibre routing or placement of the Fibre device inside the house requires the movement of furniture e.g. couches, wall units, etc it is the responsibility of the client to move it out of the way and back, or the customer should be present and supervise the moving of furniture at all times, nothing may be moved without their supervision (we will not be held liable for breaking of furniture, items etc.)
  • In case the installation requirements fall outside the description above, clients should prepare the route themselves, or ask the installation contractor for a separate quote, for which payment must be made directly to that company.

Guarantee and Re-installation:

  • The installation carries a 3-month guarantee on the quality of workmanship of the installation.
  • Any objections or property damage resulting from the installation must be noted on the installation sign-off form on the day the installation takes place.
  • Re-installation: Moving of the Fibre Device or changing of the fibre route after the installation will incur a fixed cost of R700. This amount needs to be paid to the installation contractor directly.

Special Instructions/Requests:

  • Any special instructions/requests regarding the installation need to be noted on the installation sign off form on the day the installation takes place.
Can I have more than 1 installation at my premise?

The way we have planned our network architecture only allows for a single fibre to be provided to each erf, however, we’d like to see if we can possibly assist. In the case that a secondary installation at your home is required, you can ask your ISP to log a ticket requesting for a secondary installation. We will happily send out our technicians to investigate the possibility of installing a secondary line to your premise. In the case that we have available capacity in the network, we will gladly do a secondary line installation to your property. Please note that a second installation may not always be possible and as such we cannot guarantee that you will be able to get a second line installed.

Will my community get fibre?

The cost of rolling out a fibre network in suburbs are extremely high and can vary slightly depending on the density of the dwellings, the soil conditions and type of sidewalks, the method of fibre deployment, technology used and most importantly resident interest and demand for the service.

The cost of building fibre to certain areas can be extremely high and would push the cost of delivering fibre services to a point where it might not be viable for us to roll out fibre. It is therefore important to visit https://vumareach.co.za/ and show your interest for fibre. Once enough residents have shown their interest, we can evaluate the viability of rolling out fibre to your area. 

When will my area go live?

Please keep an eye on our Vuma Reach Facebook pages for constant updates as to how we progress with the rollout of fibre in your community.

The coverage map on our webpage (https://vumareach.co.za/) is also updated as we progress with the fibre rollout.  You’ll see on these maps which areas are completed (“Live”), and in which areas we are busy with build work. The other areas on the map are an indication of where we plan to possibly rollout if we deem the demand to be high enough.

Below are images of the updates on the coverage map from our website.

 

 

 

 

 

 

 

 

 

 

 

How do I purchase a package from an Internet Service Provider?

Where do I buy a package?

Once we have completed the installation of fibre in your area, your area will be “Live”. You can monitor the progress hereof on our Vuma Reach Facebook pages.

If your area is “Live” you will be able to buy a service package from an Internet Service Provider of your choice.

Different Internet Service Providers have different product offerings and prices. Some might even have promotions and discounts on some of these offerings.

Go to the Vuma Fibre Reach webpage (https://vumareach.co.za/) and check your coverage. If the map displays your area as “Live”, you’ll be able to click on the “order” button where it’ll direct you to the page where you can select an Internet Service Provider. When you’ve done this, you’ll be redirected to the respective ISP’s website, where you can select the package that suits your needs.  Follow the prompts on the Internet Service Provider’s website until you’ve successfully purchased your service.

When will my package kick in?

When you purchase a package from your Internet Service Provider, the service won’t be activated until your fibre has been installed and your profile has been loaded. This means that your days won’t start depleting until you can actually connect to the internet.

Why is 20mbps the only speed available?

During the initial phase of the fibre rollout in your area, 20mbps may be the only offering. However, we are actively monitoring the market demand for higher speeds and, along with the Internet Service Providers, we’ll re-evaluate the viability of other product offerings based on the economic demand.

Can I buy multiple 28-day packages?

Yes, after you have been installed you can go to the Internet Service Provider’s website and buy up to five additional 28-day packages. You can have a maximum of 6x 28-day packages queued. Once the first 28-day package expires, the next queued 28-day package will immediately activate.

Please note, however, that you will only be able load and queue packages from the same Internet Service Provider. 28-day packages from different Internet Service Providers cannot be mixed and matched. If you’d like to change your Internet Service Provider, you’ll have to wait for the current queued package(s) to run out.

How does my Huawei WiFi ONT work?

How many devices can be connected?

Currently the WiFi ONT supports 8 devices to be connected wirelessly and one LAN port (LAN1) will be available to connect a device with an Ethernet cable (preferable CAT 5e or higher).

What happens when I reset my WiFi ONT?

WARNING! DO NOT RESET YOUR DEVICE!

Never press the reset button, unless instructed to do so by a Vuma Fibre Reach support agent.  When the reset button is pressed, the WiFi ONT will lose all configurations and revert back to its factory default settings which will cause you to lose internet connectivity. In the case that the reset button has been pressed, you’ll need to log a fault with your relevant ISP to have the WiFi ONT reconfigured.

Where do I get support?

My internet is down?

The 1st step is to call your Internet Service Provider to check the service status.

If your internet is down there may be many reasons for this:

  1. Make sure your power is on and that the switch is on at your WiFi ONT. If there is no power to this device, then you will have no internet.
  2. Check to see that there is no visible damage to your fibre line. Sometimes pets can’t resist chewing cables! If your fibre line has been damaged inside your property, it needs to be fixed or may need to be re-installed. Please contact your Internet Service Provider.
  3. Your 28-day package has expired and your internet service has been suspended. Please contact your Internet Service Provider to buy and activate another 28-day package.
  4. Your month to month internet service has been suspended due to your monthly payment deduction that may have failed. This could be due to your credit/debit card expiring, insufficient funds in your account etc. Please contact your Internet Service Provider to confirm what the issue might be and the corrective steps required to get you back online.
  5. There may be scheduled or emergency maintenance in your area. This means that Vuma Fibre Reach is busy with an upgrade or maintenance of the fibre network in your areas. While this is happening, you will have no connectivity. You can find out if there is maintenance in your area by contacting your Internet Service Provider.
  6. There may have been a fibre break in your area. Sometimes third-party contractors doing work in the area may dig up the sidewalks to lay or maintain their infrastructure. This could include anything from electricity to road maintenance. Occasionally they accidentally cut through the Vuma Fibre Reach cables. Repairing a fibre break is a laborious and delicate task and can take at least 72 hours to resolve.

Troubleshooting to fix my internet

  1. Make sure there is no visible damage to your fibre line.
  2. Turn the power button off. Wait for 5 minutes. Turn the power button back on.
  3. Make sure the power is on and that you have power to the ONT.
  4. If the power light on the ONT is not on, try multiple different plugs as it may be the plug point or possibly the power supply.
  5. If after this troubleshooting process you still cannot connect, please contact your Internet Service Provider.
Why does my internet connection keep disconnecting?

The 1st step is to call your Internet Service Provider to check the service status.

If your internet is down there may be many reasons for this:

If the status of your service is up, it means that your service is up and running and something else might be causing the intermittent connectivity.

There are many reasons why your internet connection may keep dropping:

  1. If you’re connected to WiFi, you may not experience consistent internet connectivity. Your connectivity can be affected by how far away you are from your Wifi enabled ONT and your home may have barriers to the WiFi connectivity including thick walls, metal panels, and some electronic devices. Electronic devices on a 2.4Ghz signal may cause interference to your WiFi connection.
  2. If you can’t reach a particular website, it could be that the website is unavailable at the time.
  3. There are also some technical reasons as to why your line may be dropping that are outside of your control. These include some technicalities on the Internet Service Provider side and can include technicalities on the fibre side. After completing some basic troubleshooting, if your issues persist, please contact your Internet Service Provider directly.

Troubleshooting to fix the problem

  1. Try using different websites. If one particular website is unavailable, it may simply mean that that that website is experiencing issues.
  2. Turn your ONT off. Wait for 5 minutes. Turn the ONT back on.
  3. Disable your anti-virus and firewall. Does this improve your connectivity? If so, your anti-virus and firewall may be interfering with your internet connection. Be sure to turn these back on after testing, but if your issues can be located here, you may need to look into trying a new firewall or anti-virus software.
  4. Disconnect all Wi-Fi devices and plug your laptop via a LAN/Ethernet/Cat6 cable into the first port on the ONT. Use the internet while plugged directly into ONT. If your connection is now consistent, your issues may be due to the Wi-Fi. If you still experience intermittent connectivity, please contact your Internet Service Provider.

Once you’ve logged the fault with your Internet Service Provider, they will investigate the issue further. If they find that the issue cannot be resolved at their layer, they will escalate the problem to Vuma Fibre Reach for further investigation.

Why is my internet slow?

There are several possible reasons for slow internet:

  • Wi-Fi ONT connection: Your connectivity can be affected by distance from your WiFi ONT, thick walls, metal panels and some electronic devices.
  • Website traffic: If speeds are slow on a particular website, many people could be using it at the same time.
  • Multiple online applications or devices connected to the Wi-Fi: Running multiple applications or having the whole family streaming TV on separate devices at once will congest the connection.
  • Out-of-date software: Use the latest version of software to ensure that your devices operate optimally.
  • Software updates: Updates running in the background can also hamper internet speeds.
  • Technical reasons for slow internet: Follow the troubleshooting guidelines below. If your speed issues persist, please contact your Internet Service Provider directly. 

Troubleshooting to fix my slow internet

  1. Try using different websites. If a particular website is slow, it could be experiencing a lot of traffic.
  2. Turn your Wi-Fi ONT off. Wait for 5 minutes. Turn the ONT back on.

If your internet speed is not improved, run a speed test by following these steps:

  • Make sure that no person or device in your home is using the internet.
  • Disable your anti-virus and firewall. Turn them back on once you’ve completed the troubleshooting steps.
  • Plug your laptop via a LAN/Ethernet/CAT6 cable into a LAN port on your Wi-Fi ONT.
  • Run a speed test by going to speedtest.net This tests the speed of your connection on the fibre network.
  • If you’re not satisfied by the speed achieved, contact your Internet Service Provider. If they say your speed is fine, get a trusted IT specialist to set up your Wi-Fi network for higher speeds.

If, after following the instructions above, you still have speed issues try running the speed test using a different laptop (there could be a hardware fault on your device). If you still experience internet speed issues, please contact your Internet Service Provider directly.