Answers
Questions we get asked a lot.
Installation, speeds, uncapped, billing and what to do when something stops working.
Frequently asked questions
My internet is not working. What should I do first?
Restart your router (switch it off for about a minute, then on), check every cable is firmly plugged in and undamaged, and restart the device you are using. Also check whether there is an outage in your area. Still down? Contact technical support at support@123net.co.za or on 010 880 2455.
Does 123NET offer VOIP?
No, we do not offer VOIP ourselves. You can use VOIP from any provider in the world over our network, at the speeds set out in your plan.
What is the fibre installation like?
A dedicated agent guides you through it. Expect a 2 to 4 hour appointment. We install a new fibre cable rather than using your old copper sockets, drilling through an external wall to bring it in, and keep it as out of sight as we can. Tenants need proof of landlord permission. Tell the technicians where you would like the equipment; a mains socket must be within 1 metre of it. The install depends on adequate ducting, and if there is a problem we may need to rebook. Give at least 48 hours notice to cancel or change.
How soon is installation after I sign up?
Our sales team contacts you to book it. Free-standing houses take 5 to 15 working days; flats and apartments 3 to 5 working days. These are estimates and can vary. Tell us the date and time you would prefer.
How do I check if my address is covered?
Use our online coverage map: go to Coverage and it shows which fibre services are available in your area. Any questions about coverage, contact us.
What if I am not there for the installation? Are there fees?
The team waits up to 30 minutes past your scheduled time. After that we rebook the appointment and a no-show fee of R300 applies. Be at your premises during the slot, or contact us to reschedule.
Are the home packages uncapped?
Yes. Every Home fibre package is uncapped, with no data caps, no shaping, no throttling and no fair-usage policy. Download and upload as much as you like. Speeds are symmetric, and each package comes with a gigabit-capable network box. It suits streaming, gaming, cloud storage and VOIP.
Are the speeds guaranteed?
The speeds in our plans are achievable but not guaranteed. "Up to" means the maximum under ideal conditions. What you actually get depends on your device, your distance from our infrastructure, how many people are on the network, and what you are using. If your speed concerns you, contact customer service.
What are your office hours?
Our office is open every day, 7:30 am to 4:30 pm.
Where do I find my referral code?
Your referral code is your Unique Customer Number (UCN), printed on any invoice or official correspondence from us. Cannot find it? Contact customer support and we will retrieve it for you.