A customer’s billing cycle starts on the 1st to the last day of the next month. Example Invoices are generated on the 25th or 26th of the current month for the next following months service that is provisioned for and provided.
New Orders require a month up front payment according to the solution selected before the order can be processed with Metro Fibre.
If it’s a new service, the customer will also need to pay an upfront installation and activation fee if applicable at the time of activation as well as additionally to the monthly service charge (Installation + Activation + Monthly Fee)
Billing is done in advance. This means that the customer is billed before the service is rendered for the upcoming period. If a customer’s billing cycle starts at the beginning of the month, for example, they’ll pay for the upcoming month in advance.
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.
Upgrades or downgrades of services will incur a fee of R195 (inclusive of VAT). All requests for service changes must be submitted at least 10 working days prior to the start of the new month, as adjustments can only be implemented on the first day of the new month.
Late requests will result in the change only taking effect in the subsequent month thereafter. The full standard rate will remain applicable and must be paid in full for services rendered until the adjustment is implemented.
Invoices can be paid using the following methods:
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. Netcash is the fastest and most effective payment method, with a reduced risk of incorrect payment allocations.
NB! Any damage to equipment/hardware/infrastructure after installation will be for the customer’s account.
Only the customer has the authority to cancel or revoke cancellations with their current or previous ISP. Active Fibre and Metro Fibre cannot make these changes on behalf of the customer.
Important Notice: Installation Issue Reporting Policy:
For any new or re-installations done at your property, please make sure if there is a problem with the installation to notify us via email home@activefibre.co.za within 7 working days of installation – NB! Active Fibre will log tickets with Metro Fibre and their contractors for investigation and resolution. Any mails sent to Active Fibre after the first 7 working days from the installation, any repairs etc linked to the installation will be for the customers personal account.
A a migration fee applies to premises that have been inactive for less than 30 days when switching from one ISP to another Fee for this activation/migration is R1058 Inclusive of VAT.
Metro Fibre and Active Fibre are responsible only for the internet service provided to customers. Services such as setting up CCTV cameras, TVs, or configuring internal devices are not included. These are additional services that require a separate quotation, approval, and payment before assistance can be provided.
Important Service Notes:
Active Fibre handles the logging of support tickets with Metro Fibre on behalf of the customer. (No Service Level Agreement in place.) Metro Fibre provides a broadband solution that is a best effort service; uptime and speeds are not guaranteed It is a Best effort solution (resolution is dependent on the fault). Active Fibre is not responsible for any infrastructure and can only log tickets and follow up. Turn around time is not guaranteed.
Active Fibre and our contractors will not be liable for any direct, indirect, incidental, special, or consequential damages resulting from the use or inability to use any of the service(s) or for the cost of procurement of substitute services.
Customer information may be shared for the following purposes: application processing, technical repairs related to the service, credit checks, and collection of outstanding payments. Non-payers will be referred to the Legal Department for further action. By signing this agreement, customer understands and consents to the sharing of their information for these purposes.
Customers must comply with the Acceptable Use Policy (AUP). Visit our website for the complete terms and Acceptable Use Policy (AUP): www.activefibre.co.za
Only authorised individuals approved by the account holder will be assisted with any queries. No exceptions.
By selecting the acceptance option and/or submitting this application, I hereby consent to the use of electronic signatures and acknowledge that my electronic acceptance constitutes my valid and binding signature. I agree that this electronic signature is enforceable and has the same legal effect as a handwritten signature, and that it creates a legally binding agreement between myself and the service provider.
We'll look up which networks reach you, then show only the packages you can actually order.
Drag the pin onto your building if it isn't exact — coverage can differ house by house.
Checking your address…
We'll confirm availability and call you to arrange installation. No payment is taken now.
A few details so a consultant can put together the right quote. No obligation — we'll be in touch to talk it through.
These set up your account and debit order. Your bank details are captured securely by our payment partner on the final step — we never see them.
We supply and install a WiFi router with your connection as standard. It stays our property and comes back to us if you cancel.
By law we have to keep these on file before your line can be activated. You don't need them now — after you sign up we'll email you a private upload link.
Enter your bank details to set up your monthly debit order now — or skip, and we'll arrange payment with you later.
Before we install, the first billing period is payable in advance — we'll confirm the exact amount and how to pay when we call to book your installation slot. Your debit order then covers the months after that.
Please note: installation of a new line by the fibre network operator can take up to 15 days; any router we supply remains Active Fibre's property and must be returned if you cancel; and uptime is not guaranteed, as it depends on the network operator, power and other factors outside our control. Full terms are in our General Terms & Conditions.
Quote this reference if you call us:
One of our team will be in touch within one business day.
We'll email you a private upload link shortly. Your line can't be activated until we have:
