It’s easy to gloss over the terms and conditions and rush to sign up for that shiny new fibre deal. However, understanding these terms is crucial to ensure you aren’t caught off guard by unexpected costs or limitations.
In this article, I’ve done the heavy lifting for you. I’ve pored over the terms and conditions of fibre internet providers in South Africa, so you don’t have to. From data caps to cancellation policies, here’s what you need to know to make an informed decision about your fibre internet service.
Uncapped Internet – Is It Really Unlimited?
One of the biggest draws of fibre internet in South Africa is the promise of “uncapped” data. This is often marketed as a solution to the data constraints many faced with mobile and ADSL services. However, uncapped does not always mean unlimited.
In South Africa, many fibre providers use a Fair Usage Policy (FUP) in their terms and conditions. This policy allows providers to manage bandwidth on their network and avoid congestion. It means that while you won’t have a strict data cap, if your usage exceeds a certain threshold, your speed may be throttled to maintain overall network performance. The FUP threshold can vary depending on the provider and the package you choose, so it’s worth checking the details in your contract.
Key takeaway: While you won’t run out of data, your speeds could drop if you’re a heavy user, particularly during peak times. Always check the Fair Usage Policy to know what limits apply to your package.
Installation Fees – What Are You Really Paying For?
Fibre installation can be a costly affair, especially when it’s not part of a promotion. Most fibre service providers charge for installation, which typically includes the cost of connecting your home to the nearest fibre network point and setting up the necessary hardware, like the ONT (Optical Network Terminal).
Some providers offer “free installation” as part of special promotions, but there’s usually a catch. The installation fee may be waived only if you agree to a longer-term contract (usually 12 to 24 months), and cancelling early can mean you’re liable for the installation costs. Furthermore, the fine print might reveal that you still need to cover other expenses, like the cost of trenching, which refers to digging a line from the fibre box on the street to your home.
Key takeaway: Check whether installation is truly free or tied to specific conditions, and whether there are additional costs like trenching that could catch you by surprise.
Contract Length and Early Termination Penalties
When signing up for fibre internet, you’ll often be locked into a contract. The standard length is typically 12 to 24 months, depending on the provider. If you’re unsure about committing to a long-term contract, some providers offer month-to-month options, but these generally come at a premium.
The devil is in the details when it comes to cancelling your contract early. Most providers outline penalties in their terms and conditions if you terminate before the contract ends. These penalties can include the cost of any installation discounts you received and a pro-rata charge for the remainder of your contract term. Some providers will also require you to give at least 30 days’ notice before cancellation.
Key takeaway: Before you sign, make sure you understand the implications of ending the contract early. If there’s a chance you’ll need to move or change services, a month-to-month option may be worth considering, despite the higher monthly cost.
Service Levels and Network Maintenance
Another important aspect buried in fibre terms and conditions is the service level agreement (SLA). This outlines the provider’s obligations in terms of network uptime and what happens if there’s a fault.
Most fibre providers in South Africa strive for 99% uptime, but occasional outages due to maintenance or faults are inevitable. It’s crucial to know how long your provider takes to resolve issues and what compensation, if any, you’re entitled to. Some providers offer credits for downtime, but this is usually capped and subject to certain conditions, such as the duration and nature of the outage.
Key takeaway: Review the SLA carefully to understand your provider’s commitment to fixing faults and whether you’re eligible for any compensation in the event of significant downtime.
Shaping and Throttling – The Hidden Speed Limits
Many fibre providers advertise impressive download and upload speeds, but these can be subject to shaping and throttling, depending on your usage. Shaping refers to prioritising certain types of internet traffic over others. For example, browsing the web or checking email may be prioritised, while streaming video or gaming could be slowed during peak times to reduce congestion.
Throttling, on the other hand, reduces your speed after you’ve used a certain amount of data within a billing cycle. This practice is typically tied to Fair Usage Policies, and it can significantly impact your internet experience if you’re unaware of the limits.
Key takeaway: If speed is a priority, make sure your fibre package doesn’t come with heavy shaping or throttling practices that could slow down your internet during peak hours.
Data Caps – Not All Packages Are Equal
While many fibre packages in South Africa advertise “uncapped” data, it’s important to note that some entry-level packages still come with data caps. Capped fibre packages can seem appealing due to their lower prices, but they could end up costing more in the long run if you regularly exceed your data limit.
Once you hit your data cap, most providers will either throttle your speed or charge you for additional data. It’s worth carefully comparing capped vs. uncapped options, especially if you use the internet for data-heavy activities like streaming, gaming, or large downloads.
Key takeaway: Be sure to check whether your fibre package is capped or uncapped, and weigh the costs of both options based on your internet usage habits.
Equipment – Who Owns What?
When you sign up for fibre internet, your service provider will likely install equipment such as a fibre modem or ONT. It’s important to clarify in the terms and conditions who owns this equipment. In many cases, the provider retains ownership of the hardware, which means you’ll need to return it if you cancel your contract.
Additionally, some providers include equipment rental fees in your monthly costs, so it’s important to check whether this applies to your contract. If the equipment is damaged or lost, you could be held responsible for replacement costs, so it’s always good to know who is accountable for the hardware.
Key takeaway: Understand whether you’re renting or owning the equipment and whether you’ll be responsible for repairs or replacement if needed.
What Happens When You Move?
Relocation can complicate your fibre contract. Some providers allow you to move your service to a new address, provided that fibre is available at your new location. However, there are often fees associated with relocating, including installation costs at the new address.
If your new home doesn’t have fibre coverage, you may need to pay early termination fees if you’re still under contract. Providers generally require advance notice, usually around 30 days, if you’re planning to move.
Key takeaway: Be sure to understand your provider’s relocation policy and any costs associated with moving your fibre service.
Final Thoughts
Fibre internet is an exciting upgrade for most South Africans, but it’s important to go into it with a clear understanding of the terms and conditions. While the fine print may seem tedious, it holds key details that can affect your experience, costs, and future flexibility.
By familiarising yourself with these critical aspects – from Fair Usage Policies to contract lengths and potential fees – you can make a more informed decision and avoid unpleasant surprises. Now that you know what to look for, you can sign up with confidence, knowing that you’re fully prepared for the fibre journey ahead.
