Frequently Asked Questions (FAQ)

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How long does it take before my service is installed?

MYiweb fixed wireless: 5-7 working days from order submission

MYiweb Vuma Fibre: 7-10 working days from order submission

MYiweb Openserve Fibre: 7-10 working days from order submission

MYiweb Netstream Fibre: 7-10 working days from order submission


How is my service billed?

Our services are billed for in advance.  This means that when you are debited, you are paying for the next months service.


Are there any prorata charges?

Yes there is, as the service is billed for in advance.  These charges will be calculated on the day of your installation and you will be provided with an invoice.  Should you have questions in this regard please contact our accounts department. (* Prorata rates are don't apply to capped services.


Which debit order dates do you support?

We allow customers to choose the 1st, 15th & 31st of every month.


Can I stop my service when I go on holiday?

Unfortunately we do not allow for the temporary suspension of services.  We have to continue operating a reliable network, monitoring links, billing etc. regardless of your individual usage.


My router is showing an orange light/ no internet ?

Check if all the cables are connected properly.

If you are using MYiweb wireless please check that the POE box that your router is connected to is powered and properly connected.  Once this has been done please reboot the router.

If you are using fibre please check that your ethernet cable is properly connected to the white box where the yellow fibre cable is connected to.  Is the white box powered up?  Once this has been done please reboot the router.


When I scan for my WiFi network name, I am not seeing my selected WiFi name?

Your router may have been defaulted by accident.  Please contact our help desk 010 125 0410  to assist you in resetting your WiFi name or follow the user manual that came with your router to set this up again.


How do I check my usage on a capped MYiweb Wireless account?

Please go to http://imanage.hitecsure.com/portal/login to view your usage statistics.


How do I perform a speed test on my link?

To perform a speed test, please go to www.speedtest.net.

  1. Please ensure that ALL wireless devices are disconnected from the WiFi - cellphones may be using bandwidth in the background which can skew the results.
  2. Take a laptop or PC and connect it with an Ethernet cable to the router - if this is not possible please position the device you are using to perform the speed test as close as possible to the router.
  3. Run at least five consecutive speed tests selecting a different server for each speed test in order to get a good average result.

We do not recommend speed tests to be performed using a mobile phone as the WiFi radio in your mobile phone is small, thus low powered, and may not give an accurate reading.  Mobile speed test applications are designed to test mobile network speeds.


What speeds can I expect to get during the peak hours of 6pm-10pm?

MYiweb will endeavor to deliver an average of at least 60% of the speed of the service you have selected during peak hours.


One of my devices cannot connect to the WiFi?

If all of your other devices are able to connect, please contact the vendor of the device that you are having problems with for support.


What warrantee does my router carry?

The router you are supplied with will carry a one year manufacturers warrantee against manufacturing defects.  This does not include lightning damage or damage caused by poor handling of the device.


Lightning damage to dish?

The dish that is supplied for wireless internet access is not covered by Hitec Sure for damage caused by lightning.  It is the customer's responsibility to insure the equipment as part of their household insurance. Should your dish be damaged by lightning and is not covered by insurance you will be liable for the replacement of the equipment.


Relocating?

When relocating, our clients need to notify us at least two weeks prior to moving. This will provide us enough time to see if your new location is within our coverage area. A migration form will need to be signed. There is a once off relocation fee (R999) on wireless. Should you have fibre and relocate to an area that has fibre as well, you will be liable for all installation & activation fees. Should you move into an area where MYiweb will no longer be able to provide a service, normal cancellation terms and conditions apply. This will provide us enough time to see if your new location is within our coverage area. A migration form will need to be signed and there is a once off relocation fee.


Can I pause my wireless or FTTH service while I am away?

We are unable to pause your wireless or FTTH service while you are away. Both wireless and FTTH services do not have a pause button. If you are going to be away for more than three months and don't plan to pay, we suggest that you cancel your link, with a calendar notice. Should you wish to reapply for your FTTH service, you will be required to do as a new application and fees might be applicable.