Frequently Asked Questions By Property Owners
Questions & Answers
FNO’s fibre companies that lay fibre in the ground and connect our data centre networks to you the client that signs with a ISP.
Not all areas have multiple fibre network operators (FNOs) so often you will have to use the FNO that has built a fibre network in your area. When you do have the option to choose from multiple providers, the cost of the packages available to you from the ISP usually helps you make the decision.
Open Access is where fibre network operators have a predefined set of ISP partners to choose from as a customer. This benefits you by giving you a choice to sign up with for your fibre services. We will remain the service fibre network but the ISP you choose to sign up with will be your service provider. By having options if you feel the ISP you used is not good enough you can switch to another ISP that is available for your selection.
Some Internet service providers (ISPS) implement devices that manage data consumption. This allows them to slow your service down and to control the throughput – this is known as ‘shaped internet’.
Unshaped is the term used when your Internet is not shaped so your experience is consistent, all the time. Our ISP partners do not shape any services.
This depends on your Internet usage needs and what you plan to do with all the speed that the ISP offers you. If you only want to use the internet for banking, email and general use, then you will benefit from a smaller speed line of 10Mbps However if you want something more powerful for gaming or video streaming, then you’ll need to look at something higher. The ISP partner you choose from our offering will guide you on the best option for you.
For streaming services like Netflix, Disney+, Amazon Prime etc, you should consider a service that offers you 40Mbps or more. The size will be based on the quality you will be streaming, for example, if you have a 4K supported television, then you will need 25Mbps for that TV alone. If you have other devices connecting to your home router provide by your ISP, then you will need to consider 50Mbps or higher. The ISP partner you choose from our offering will guide you on the best option for you.
Some providers implement these as part of their terms and conditions. This refers to them slowing down your service until the end of the month once you’ve reached a certain amount of data usage. The amount of data used before you are slowed down will depend on the FUP you signed. Our partner ISP’s may or may not have this as a policy, it’ll be best to discuss with them when choosing your fibre package.
A firewall is a virtual wall that protects your home network from cyber threats and prevents other people from accessing or entering your network. Your ISP will provide you with a reliable and robust firewall that supports Wi-Fi so you can connect wirelessly on different devices – smartphones, DSTV, laptops, tablets and more – while remaining secure. You can install the firewall solution of your choice. When choosing your preferred ISP from our partner lists, discuss with them what they do for your protection.
An optical network terminal (ONT) is supplied by the FNO to terminate the optical fibre cable. This needs to be connected to the firewall of your choice.
You will need a router and a firewall that support wireless in order to transmit signal throughout the home. You may need to boost the signal if you have a large house and you can do this by installing WI-FI extenders or a mesh network. Contact us to find out which products best suit your WI-FI needs.
Select a preferred ISP from the options on our website to complete the sign-up journey for your fibre service. They will then in turn contact to register a new customer. We as the fibre network operator will complete part of the installation bringing the fibre into your home. The ISP will supply you with a router to connect to the fibre that will be installed by us in your home and take you through the activation journey.
This can be challenging. Many complexes or estates already have fibre passing through them but it can be complex installing the fibre to each unit in the complex. We will consider installing fibre within your complex or estate but we will need to work with your homeowners association (HOA) to get permission. Then we would need to engage with each homeowner or tenant to find out who would be interested in this process. If there is enough interest and we have your HAO’S permission, we will install fibre to all units.
You can use any router with an Ethernet (RJ45) wan port, if you are unsure, contact your ISP support for guidance.
Once we confirm that it is feasible to install fibre at your address and you place the order, then it will take between one to two weeks to install and activated.
Yes, contact your ISP and you can upgrade or downgrade your service for the next calendar month. You can’t change it within your existing calendar month.
Most service providers require that you give a month notice. In most cases this is a full calendar month, and not necessarily 30 days from placing the migration request. Be sure to check if there are any cancelation costs. As some service providers cover the initial cost of the installation and the provision of a router there may be a bill if cancelled within a certain period. Once confirmed with the service provider please place the order for the replacement service and select a new ISP from the list of partner ISPS.
When giving notice to your current service provider you will need to obtain a date that they will release the service in order for the new ISP to pick it up and complete the migration. Similar to porting your cell phone number from one operator to another. We suggest avoiding migrating on a Friday as if there is any issues the relevant fibre network operator may not be able to assist until Monday. It may also be a good idea to migrate a couple of days before the month end to avoid the congestion over that period. This may mean paying the current service provider for a couple of extra days until the end of the month, which is in line with the normal calendar month cancellation notice period.
Generally speaking the existing ISP will require that you return the router that was provided free on commencement of the contract. Should you require a free replacement router this will be delivered to you by by your new ISP prior to the migration and will be preconfigured by the new ISP so as to minimise any downtime on migration.