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 Openserve.
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 Openserve cannot make these changes on behalf of the customer.
For activation-only services, please note that Openserve will activate the link at the same speed as the previous tenant or owner. If the requested speed differs from the previous speed, a regrade may be necessary. In such cases, a fee of R195 (including VAT) will be charged for the regrade.
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.
Wireless Extender: A wireless extender may be necessary depending on factors like property size, wall thickness, or multiple floors (e.g. upstairs and downstairs setups). If required, Active Fibre can provide the necessary hardware and labour at an additional cost. For a quotation, please email: sales@activefibre.co.za
Cancellation – All cancellations for Openserve connections requires a calendar month notice. Cancellation will take effect from the 1st day to the end day of the month. All cancellations are to be made in writing and mailed to accounts@activefibre.co.za. “All hardware remains the property of Openserve and Active Fibre and must not be removed from the property if the customer moves or cancels services. Unauthorised removal of equipment will result in the customer being billed for the cost of retrieving the hardware.”
NB: If customers move or discontinue services without notifying us in writing, the bandwidth-provisioned service will continue, and billing will proceed. The customer will remain legally liable for payment until the service is formally terminated, with termination requiring a calendar month’s written notice to accounts@activefibre.co.za
Moving Home – Any current services with Active Fibre (FTTH solutions) all require a calendar month notice in writing to accounts@activefibre.co.za. And we can investigate at the same time to see if your new home will be feasible with connectivity solution and we will assist so when you move into your new home, it is a smooth transition (Please note each new home requires a new application form, as services differ from area to area – and all offerings are subject to feasibility and available in the new area you will be moving too. From the 1st day to the end day of the month. – All cancellations are to be made in writing and mailed to accounts@activefibre.co.za. (One calendar month written cancellation notification required)
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).
This means that, on average, if there is a fault or issue with your fibre line, it should take around 8 working hours to fix it. It’s not a guaranteed repair time, but a general estimate based on past repairs. Some problems may be fixed quicker, while more complex ones might take longer depending on the issue and location.
Openserve Web Connect – Openserve Fibre Connect – Openserve Fibre Connect Premium
Installation Process and Important information regarding the Web Connect Air Installation Process
Important Note for Customers with Existing ISP Services
Customers with active services from another Internet Service Provider (ISP) must follow these guidelines to ensure a smooth transition:
Installation Team:
NB! There is only one set of equipment that Openserve can use for the Web Connect Air Wireless solution – Openserve CANNOT and will not use another provider’s existing equipment if customer is advised otherwise this is not the case. Please note Openserve cannot arrange longer poles in order to get Line of Site – the poles are the length they are so that the service provided is not deteriorated. Openserve under any circumstances are not prepared to offer a deteriorated service.
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 (NB! Additional fees will be for the customer’s account once collections are handed over to the legal department). 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:
