FAQ
Most frequent questions and answers
What could lead to hold-ups if the Fibre is not installed within the given time frame?
YOU LIVE IN A GATED COMMUNITY/BLOCK OF FLATS
You live in a complex or gated community and your Body Corporate hasn’t given access to our Fibre Infrastructure Provider to install Fibre. We suggest you approach them and ask them to allow fibre to be installed.
DELAYS BY THE INFRASTRUCTURE PROVIDER
This can happen from time to time. Even though your area is Fibre ready, there can be unexpected delays, or only a part of your area is Fibre ready. Fear not, your street won’t be far behind.
DELAYS IN YOUR EXISTING FIBRE LINE BEING RELEASED
This applies to you if you already have Fibre with another ISP. When switching between ISPs, your Fibre line first needs to be released by your existing ISP back to the Infrastructure Provider before we can take it over.
YOU ALREADY HAVE AN EXISTING ORDER WITH ANOTHER ISP
If you have signed up with multiple ISPs for the same Fibre service, this will lead to delays in getting your Fibre activated. We require you to cancel any existing orders before we can process your order.
Contacting Support
Things you’ll need to know before you start:
- For most of our Fibre services, your router has to be configured on PPPoE in order to connect to the internet.
- If you are making use of one of our Free-to-Use routers, this should be set up for you already.
- However, for other routers or to manually configure PPPoE you will need your PPPoE username and password
Connecting to WiFi on your Fibre router:
- Switch the WiFi on your device ON and find the SSID (WiFi name), which should be on a label at the back of your router labelled as either WiFi Name or SSID
- Once you’ve found the SSID, you can insert the Wireless Key (WiFi password), which can also be found at the back of your router
- Alternatively, you can connect to the device using a network cable instead of WiFi.
Logging into the router interface:
- Once you are connected to the router (via WiFi or Ethernet cable), you will need to access the router’s interface using your web browser (Edge, Firefox, or Chrome).
- Click on your browser’s search/URL bar and type in the Default IP Address of your router. For Zyxel routers, this is 192.168.1.1 by default. Check the sticker on the back of the router for “Default IP address” if you are using a router other than Zyxel.
- You’ll then be required to provide a username and password. For Zyxel, the default username is “admin” and the password will be found on the sticker on the back of the router.
- If you cannot locate the login details or default IP address for your router (by checking the back of the device), please check the manual that came with it.
Basic PPPoE (Username and Password) settings:
In the case of a Zyxel, on the menu panel look for and click the option “Network Setting” followed by “Broadband”
For Zyxel, you will have an ETH type interface, click the ‘’Edit’’ icon.
For other routers, please consult your manual.
Update the ‘’PPP Information” using the username and password that you were provided within the activation email or from the Customer Zone service details.
Once you’ve typed in your username and password, click Save/Apply.
Wait a few seconds, and you should now be able to connect to the internet! Generally, your router will display an illuminated LED showing an internet symbol (normally an icon of a globe or similar).
Go ahead and test the connection by loading your favourite website.
We realise that you might not be using one of our Zyxel units. The general process for configuring your router will be the similar. Most routers come with a set-up guide that can assist you.
Below we’ve included a list of the popular brands of routers with default IP to get to the login page and the login details to be used.
| Brand | URL | Default Username | Default Password |
| TP-Link | http://tplinkwifi.net or http://tplinkmodem.net | admin | admin |
| Tenda AC | http://tendawifi.com/ | admin | |
| D-Link | http://dlinkrouterhttp://10.0.0.2/ or http://192.168.0.1 | admin or Admin | blank or admin |
| D-Link dir-825 | http://192.168.0.1 | admin | admin (or look at the sticker at the bottom of the device) |
| Netgear | http://www.routerlogin.netorhttp://www.routerlogin.com | admin | password |
| Lynksis | http://192.168.1.1 | admin | |
| Asus | http://router.asus.com | admin | admin |
| Trendnet | 192.168.10.100 | admin | admin |
If you’re having issues with connecting, try contacting one of our helpful Support Agents.
If you think your Fibre internet is not working, here are some simple steps to figure out what might be causing the problem.
Step 1: Check for Outages First, visit the Network Status Page to see if there are any reported outages in your area. This will let you know if the issue is widespread or specific to your connection.
Step 2: Check Router Lights Look at the lights on your router, which is the device that connects you to the internet. You need to pay attention to specific lights based on your internet provider:
- For Openserve: Check the PON & LOS lights.
- For Vumatel: Check the FX or PON & LOS lights.
- For Frogfoot: Check the Optical light.
- For Octotel: Check the Broadband light.
What Do the Lights Mean?
- If any of these lights are off or flashing red, there might be a problem with the physical network. You should contact Webafrica through Live Chat for assistance.
Step 3: Check Internet Light on Router On your router, there should be an “Internet” light. It should either be flashing or solid green. If it’s “red” or “off,” it indicates an internet connection problem.
How to Resolve Router Issues:
- First, try restarting the router. Sometimes, a simple restart can fix the problem.
- Check the LAN cable (usually yellow) that connects your router’s WAN port (usually blue) to the LAN 1 port on the Fiber ONT box installed by your provider. Always use LAN 1 on the ONT.
- If the issue persists, consider changing the LAN cable between the router and the ONT.
- You may need to log into your router’s web interface and check the PPP/network settings. The process varies depending on your router, so refer to the manual for instructions.
- Make sure that the username and password entered in your router’s PPP/network settings are correct if you use PPPoE to connect.
- If you’re still experiencing issues, visit our “network status” page to check for outages in your area.
- If you’re comfortable doing so, a hard reset on your router could help. Keep in mind that you’ll need to reconfigure your router after the reset.
- After turning your router back on, your connection should reboot within a minute or two.
- If the problem persists, go through the “Network Settings” on your router to reconfigure it and test the connection again.
By following these troubleshooting steps, you can identify and fix common issues with your Fiber internet connection. If you’re unsure or the problem persists, don’t hesitate to contact our Support Team via Live Chat for further assistance.
Q: DO I NEED A DIFFERENT ROUTER FOR FIBRE?
Yes. we will provide you with a free-to-use, fully insured Fibre router when you sign up with us for any Fibre package. So you don’t need to buy one.
Q: WHAT’S THE PROCESS OF SIGNING UP FOR FIBRE OR MOVING FROM ADSL TO FIBRE?
All you need to do is to sign up with us, once this is done, we will arrange the installation with the relevant provider. It’s as simple as that.
Q: I’VE JUST HAD MY FIBRE INSTALLED, WHAT HAPPENS NOW?
We will send you your pre-configured router. This usually takes up to 3 days(Times may differ due to Covid-19 Lockdown). All you need to do is plug it in and you’re good to go. Please keep an eye on your phone for a call from us to arrange delivery. If you don’t hear from us within 2 working days of the line being installed please give us a call. The installers don’t always update us right away.
Q: HOW LONG DOES IT TAKE TO GET FIBRE INSTALLED?
Installation times vary according to the underlying infrastructure provider and their availability. Currently, the estimated installation time for each provider is as follows:
- Openserve: 7 Days
- Octotel: 14 Days
- Vuma: 14 Days
- Vuma Aerial: 30 Days
- Frogfoot: 14 Days
- Evotel: 10 Days
- Maboneng: 7 Days
- SADV: 28Days
- Teralink: 14 Days
- Mitsol: 7 Weeks
- Clear Access: 14 Days
- LightStruck: 14 Days
- Link Africa: 14 Days
- Metrofibre: 14 Days (7 days For Complexes & Estates)
Q: I AM ON A CAPPED FIBRE ACCOUNT, DOES MY UNUSED DATA ROLLOVER?
Unfortunately, no. We are not currently able to roll over unused monthly allocated data on capped Fibre accounts. However, If you have TOP-UP Fibre data on your Fibre capped package this DOES roll over until it’s all used up.
Q: CAN I UPGRADE, DOWNGRADE OR CANCEL?
Yes, you can.
Upgrades are effective as soon as possible.
Downgrades are effective on the 1st of the new month (if you downgrade before the 20th, otherwise it will only be effective the following month).
To Cancel – we need just one calendar month’s notice.
The Fibre router supplied to you remains the property of so you will need to send it back to us.
If you cancel your Webafrica service within your first 12 months you will be liable for the installation and/or connection fees that subsidised when you signed up. If you have paid for installation, no clawback is applicable.
If you are MOVING HOME or CHANGING TECH – but you still want to stay – you don’t have to cancel. We will help you every step of the way.
The clawback fees currently associated with each underlying provider can be found on our Fibre page.
