*** Contract Period according to the term selected. Cancellations of any business links can only be processed a calendar month prior to the service term ending. If services are to continue after the initial period the term will be month to month – Equipment belongs to Openserve and Active Fibre – This order is for the Internet Connectivity portion provided ONLY. Any additional assistance, networking, hardware, project management, Service Level Agreements etc will need to be quoted for on request. We offer a full turnkey solution and have a wealth of service offerings. Please reach out to our sales team on additional services that are required and our team will advise and quote accordingly.
No Fair Usage Policy. Price Excludes VAT
Pre-orders estimated time of completion End March 2025 (subject to change). If we have enough uptake we will engage discussions with Openserve for a sooner resolution, our team will contact customers and advise accordingly.
Billing Policy
Payment Before Activation: Payment must be made prior to the activation of services. For example, if an installation is scheduled for 25 November 2024, a pro-rata invoice will be issued for the period 25 November to 30 November 2024. This invoice must be paid before the installation date. Please note that our billing cycle runs on the 26th/27th of each month. A new invoice for the upcoming period (e.g., 1 December 2024 to 31 December 2024) will be generated during this cycle. All services are billed in advance, and invoices are payable upon receipt. To avoid service interruptions, ensure sufficient funds are available before the installation or billing cycle due date. Failure to make timely payments will result in the suspension of services.
Suspended Services
If services are suspended due to non-payment, billing will continue as services are already provisioned for your address. In such cases, the full amount remains payable. Reconnection of suspended services will incur a R79.99 reactivation fee. This fee also applies to returned debit orders.
Payment Methods
Invoices can be paid using the following methods:
- Netcash Pay Now Customers will receive login details for the Active Fibre billing system upon account creation. Payments made through this method reflect immediately.
- Debit Order Ensure sufficient funds are available on the due date to avoid additional fees for returned debit orders.
- EFT (Electronic Funds Transfer) Please ensure the correct payment reference is used to avoid delays in processing your payment.
- Cash payments are accepted but will incur additional bank charges, which will be added to your account. To avoid these extra fees, we encourage using other payment methods whenever possible.
Important Note:
Always include the correct reference when making a payment. Incorrect references may prevent us from allocating your payment accurately, potentially resulting in service suspension and additional costs.
MOVING PROPERTIES
Business Cancellation or Termination of 12- and 24-Month Contracts
- Customers cancelling services prior to the term of the contract will be liable to pay the full contractual term of the service provided as per this agreement.
- Customers moving to a new property need to send a cancellation through advising of the cancellation of the existing service – the service applied for on this agreement will be billed until the end of term of this contract.
- New property details to be provided to assist with feasibility checks to co-ordinate and assist in connectivity at the new property in order to avoid any service disruptions for business.
- All equipment remains the property of Openserve and Active Fibre. Openserve equipment must not be removed from the property. Active Fibre will arrange the collection of our hardware at the end of the cancellation term.
- A new application is required for each property, as services and costs vary by area – sales@activefibre.co.za Cancellation requests must be emailed to accounts@activefibre.co.za
PRE-INSTALLATION SITE REQUIREMENTS
Site Readiness Checklist (For customer to make available to Openserve and Active Fibre):
Customers with active services from another Internet Service Provider (ISP) must follow these guidelines to ensure a smooth transition:
- Landlord approval
Get Landlord to sign off landlord approval document to ensure that contracting teams have approval to install fibre into the premises (A route planning document will also be sent after the completion of a site survey) - Internal cabling:
Internal cabling (Local Area network) not supplied, this is the client’s responsibility. The Local Area Network cabling refers to cabling for Wireless access points, VoIP phones, cabled access points for laptops, computers and printers as well as any additional local area network cabling that may be required. Local area network cabling can be supplied by Active Fibre, we would need to conduct a site survey for this to confirm what is required. - On-site contact
Provide an on-site contact person’s details who will be available to take the contracting teams through the premises and provide access to them where required, this person also has to be available via telephone as the contractors will stay in contact with them. - Proper Ventilation for Equipment
Ensure that the room where the cabinet is installed has sufficient ventilation to maintain proper airflow. The equipment generates heat during operation, and inadequate ventilation may result in overheating, leading to potential performance issues. - Stable power supply
Confirm that the site has a stable power supply. If no UPS is available, it is the client’s responsibility to install one to ensure uninterrupted service. Alternatively, a UPS solution can be provided through Active Fibre services upon request. Please contact us for a quote if needed. - Wi-Fi Equipment Requirements
Standard routers do not include Wi-Fi functionality. Please ensure that separate Wi-Fi equipment is available on-site if needed. Alternatively, Active Fibre can supply this equipment upon request at an additional cost. - Site-Specific Health and Safety Protocols
Please provide any site-specific health and safety protocols or requirements that need to be followed during installation or maintenance. - Cabinet installed
Clients must ensure that a data cabinet is installed on-site with sufficient space for Active Fibre equipment. A minimum of 3U is required. If no cabinet is available, Active Fibre can provide and install one at an additional cost. - Landlord Presence and Approval During Site Survey
Ensure the landlord is present during the FNO’s site survey to approve any necessary alterations or modifications to the property. It is recommended to obtain immediate authorization for any planned routes or changes
Confirming these points will help streamline the installation process and ensure timely project completion. Should you have any questions or require
clarification, please feel free to reach out to your Active Fibre Account Manager.
POPI Act – Protecting Our Customers
Only authorised individuals approved by the account holder will be assisted with any queries. No exceptions.