These terms have been superseded. Active Fibre’s current terms are the Service Terms & Conditions (Master Services Agreement and the Schedule for your service), effective 28 August 2026. This page is kept for reference and applies to agreements entered into before that date.
A customer’s billing cycle starts on the 1st, 15th, 20th, or 25th of the month, depending on the debit order date selected by the customer. This allows customers to be billed in advance for the selected payment period
On the 1st, 15th, 20th, or 25th of the month, the customer is required to pay for the entire upcoming month of service.
If it’s a new service, the customer will also need to pay an upfront activation fee at the time of activation (for example, R500 for installation), in addition to the monthly service charge (let’s say R700 for the internet service).
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.
Upgrading or downgrading services will incur a fee of R195, inclusive of VAT.
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.
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 Openserve cannot make these changes on behalf of the customer.
Openserve 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 Openserve on behalf of the customer. (No Service Level Agreement in place.)
Openserve is 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 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.
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.
Needed if you live in a complex or estate. Leave both blank for a free-standing house.
Got a code from a friend on Active Fibre? You both get a credit once your line is connected and your first invoice is paid.
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.
Here’s exactly what happens:
You enter your card on Netcash's secure page — Active Fibre never sees your card details. You can cancel card billing at any time from your account.
Quote this reference if you call us:
One of our team will be in touch within one business day.
We've opened our payment partner Netcash in a new tab to confirm your card with a R1 charge, credited back to your account. Your order above is saved either way — if you close that tab, our team will contact you to arrange payment.
We'll email you a private upload link shortly. Your line can't be activated until we have:
