Version: af-sched-ftth-2026-08 · Effective: 28 August 2026 Read with the Active Fibre Master Services Agreement.
A1.1 A residential fibre broadband connection delivered over a third-party fibre network operator's infrastructure (currently including Openserve, Vumatel, MetroFibre, Zoom Fibre, Link Africa, Liquid and DFA), together with our internet access service.
A1.2 The service is uncapped and unshaped, with no Fair Use Policy applied, unless network abuse is detected (see the Acceptable Use Policy and Fair Use Policy).
A1.3 Our service is the internet connection only. Wi-Fi coverage within your home, your internal network, and the setup of your devices are not included.
A2.1 FTTH is a best-effort service. We do not guarantee uptime, speed, throughput, latency or availability, and there is no service level agreement and no service credits for downtime.
A2.2 Advertised speeds are the maximum line speed provisioned on the FNO's network. Actual speeds vary with the FNO network, contention, your Wi-Fi, your equipment, your devices and factors outside our control.
A2.3 Upload speed is typically 50% of download on Active Fibre's own network, DFA, Openserve and Fibrehoods. Vumatel products may be symmetrical or asymmetrical at 10%, 25% or 50%. The product you order states which applies.
A2.4 We are not responsible for the wireless coverage or performance of any router, whether supplied by us or by you.
A2.5 Faults on the FNO network are logged and managed by us with the FNO on your behalf. Repair turnaround times are set by the FNO and are not guaranteed. Where an FNO publishes a repair estimate (for example Openserve Premium's 8 working hours mean time to repair), that is an average estimate, not a commitment.
A3.1 FTTH is provided month-to-month unless your Order states an initial term.
A3.2 Cancellation requires one (1) Calendar Month's written notice to accounts@activefibre.co.za. Cancellation takes effect from the first to the last day of the following month.
A3.3 Where a promotion waived your installation or activation fee subject to a minimum stay, cancelling before that minimum stay ends makes the waived amount repayable, calculated as set out in clause 4.1 of the Master Services Agreement.
A4.1 The ONT / wall box installed at the property belongs to the FNO, must not be removed, and stays if you move or cancel.
A4.2 The router we supply remains our property unless you purchased it outright. It must be returned on cancellation, in its original packaging with the power supply. Damaged or unreturned routers are billed at replacement cost.
A4.3 Routers we supply carry a 2-year warranty against manufacturing defects. The warranty excludes lightning, power surge, liquid, physical damage and misuse.
A4.4 You permit us to configure the router remotely for support purposes, including additional SSIDs where required, at no charge.
| Item | Amount (incl VAT) |
|---|---|
| Reactivation after suspension / returned debit order | R79.99 |
| Upgrade, downgrade or regrade | R195.00 |
| Re-installation or replacement of damaged equipment | R1 811.25 |
| Migration where premises inactive < 30 days | Quoted per FNO (currently R460.00–R1 058.00) |
| Non-standard installation | Per FNO rates — see Master Services Agreement clause 8.2 |
A5.1 The first month is payable up front, together with any installation or activation charge, before the order is processed.
A6.1 A move is treated as a cancellation of the existing service and a new order at the new address, subject to coverage. One Calendar Month's written notice applies to the cancellation, and installation charges may apply at the new address.
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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:
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We'll email you a private upload link shortly. Your line can't be activated until we have:
