Contract Terms
- Month-to-month service
- Unshaped and Uncapped
- No Fair Usage Policy (FUP) (Subject to change if network abuse is detected)
- Feasibility check on the day of installation (Service may not be feasible due to location issues such as obstructions or terrain blocking the nearest high site)
- Best Effort Service (No Credit for any downtime)
- Our Service offering is only the wireless 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
- Dish on the roof
- Wall box inside the house
- Pre-configured router
- NB! Any damage to equipment after installation will be for the customers account.
Important Note for Customers with Existing ISP Services
Customers with active services from another Internet Service Provider (ISP) must follow these guidelines to ensure a smooth transition:
- Timing of Cancellations and Installations:
Schedule the installation of your new service at least 1 to 2 weeks before cancellation date of your current ISP services. (The date that your current service is about to be cancelled) – In other words an overlap of service and billing as services will need to run concurrently. - Why This is Important:
If the site is not feasible for the new installation (due to factors like buildings, trees, hills, or other obstructions blocking the line of sight to the wireless tower), Openserve will not be able to complete the installation or provide service.
If the site is found to be not feasible, customers must contact their current ISP and revoke their cancellation. This protects the customer from experiencing downtime and incurring reconnection fees. - Overlap of Services:
To avoid interruptions, keep your current ISP service active for a few days after the new Web Connect Air service installation is completed and activated. - 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 Process
- Timeline: Installation takes 14 to 21 days from the date of application.
- Feasibility check on installation day (factors like visibility of the high site impact service availability)
- If NOT feasible, customers are advised to reverse their cancellation with there existing ISP to avoid service interruption. (This can only be done by the customer)
Installation Team
- Openserve contractors will decide the best spot for the dish, depending on signal strength.
- 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.
NB! There is only one set of equipment that Openserve can use for the Web Connect Air Wireless solution – Openserve CANNOT and will not use another provider’s existing equipment if customer is advised otherwise this is not the case. Please note Openserve cannot arrange longer poles in order to get Line of Site – the poles are the length they are so that the service provided is not deteriorated. Openserve under any circumstances are not prepared to offer a deteriorated service.
- If a site is not feasible after the installation team has been to site, there is unfortunately nothing more we can do to make it feasible.
- 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 Web Air connect requires a calendar month notice. Cancellation will take effect from the 1st day to the end day of the month. All ancellations are to be made in writing and mailed to accounts@activefibre.co.za. All Hardware is the property of Openserve and Openserve will arrange to collect their equipment from the property once the service is cancelled.
- 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 – and all offerings are subject to feasibility and available in the new area you will be moving too. 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 (One calendar month cancellation notification required)
- 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.