Contract Terms
- Month-to-month service
- Unshaped and Uncapped
- No Fair Usage Policy (FUP) (Subject to change if network abuse is detected)
- Best Effort Service (No Credit for any downtime)
- Our Service offering is only internet connection, it does not cover the wireless strength or the setting up of devices in customers home. Example Openserve and Active Fibre are unable to assist with setting up of CCTV Cameras, TV’s, internal setup of devices etc.
Billing Policy
Payment Before Activation: Payment must be made prior to the activation of services. For example, if an installation is scheduled for 25 November 2024, a pro-rata invoice will be issued for the period 25 November to 30 November 2024. This invoice must be paid before the installation date. Please note that our billing cycle runs on the 26th/27th of each month. A new invoice for the upcoming period (e.g., 1 December 2024 to 31 December 2024) will be generated during this cycle. All services are billed in advance, and invoices are payable upon receipt. To avoid service interruptions, ensure sufficient funds are available before the installation or billing cycle due date. Failure to make timely payments will result in the suspension of services.
Suspended Services
If services are suspended due to non-payment, billing will continue as services are already provisioned for your address. In such cases, the full amount remains payable. Reconnection of suspended services will incur a R79.99 reactivation fee. This fee also applies to returned debit orders.
Payment Methods
Invoices can be paid using the following methods:
- Netcash Pay Now Customers will receive login details for the Active Fibre billing system upon account creation. Payments made through this method reflect immediately.
- Debit Order Ensure sufficient funds are available on the due date to avoid additional fees for returned debit orders.
- EFT (Electronic Funds Transfer) Please ensure the correct payment reference is used to avoid delays in processing your payment.
- Cash payments are accepted but will incur additional bank charges, which will be added to your account. To avoid these extra fees, we encourage using other payment methods whenever possible.
Important Note:
Always include the correct reference when making a payment. Incorrect references may prevent us from allocating your payment accurately, potentially resulting in service suspension and additional costs.
Equipment Supplied by Openserve and Managed by Openserve
- Wall box inside the house
- Pre-configured router (if applicable) will be provided. Not all Openserve Solutions require a router.
- NB! Any damage to equipment/hardware/infrastructure after installation will be for the customer’s account.
Installation Process
- Timeline: Installation takes 14 to 21 days from the date of application.
- Customer Responsibility:
Only the customer has the authority to cancel or revoke cancellations with their current or previous ISP. Active Fibre and Openserve cannot make these changes on behalf of the customer.
Installation Team
- In-house installation: Customers can request specific locations, but if the contractors advise that they are unable to install where requested, it means that they are unable to, as they are limited as to where to install in the home.
- When the Installation is completed at your home – Service can take a few days to activate – we will monitor this progress and advise customer accordingly.
Responsibility Scope
Openserve and Active Fibre are responsible only for the internet service provided to customers. Services such as setting up CCTV cameras, TVs, or configuring internal devices are not included. These are additional services that require a separate quotation, approval, and payment before assistance can be provided.
- Wireless Extender: A wireless extender may be necessary depending on factors like property size, wall thickness, or multiple floors (e.g., upstairs and downstairs setups). If required, Active Fibre can provide the necessary hardware and labour at an additional cost. For a quotation, please email: home@activefibre.co.za
Service Cancellations / Moving Home
Important Service Notes:
- Cancellation – All cancellations for Openserve connections requires a calendar month notice. Cancellation will take effect from the 1st day to the end day of the month. All cancellations are to be made in writing and mailed to accounts@activefibre.co.za. All Hardware is the property of Openserve and is not to be removed from the property when a customer moves or cancels services.
- Moving Home – Any current services with Active Fibre (FTTH solutions) all require a calendar month notice in writing to accounts@activefibre.co.za. And we can investigate at the same time to see if your new home will be feasible with connectivity solution and we will assist so when you move into your new home, it is a smooth transition (Please note each new home requires a new application form, as services differ from area to area
- Active Fibre Management: Active Fibre handles the logging of support tickets with Openserve on behalf of the customer. (No Service Level Agreement in place. It is a Best effort solution (Speed is not guaranteed and fault turnaround time ETA provided but cannot confirm resolution time) – Please note the equipment belongs to Openserve we don’t have access hence Active Fibre needs to log tickets and liaise with Openserve on behalf of our customers.
POPI Act – Protecting Our Customers
Only authorised individuals approved by the account holder will be assisted with any queries. No exceptions.