Fibre FAQs

How fast is Fibre?

Fibre is 50 times faster than a 2Mbps line. For example, a high definition full length movie can be downloaded in less than 35 minutes rather than almost eight hours over a standard (copper-based) DSL line.

Broadband Type 1GB Photo album 4.7GB Standard video 25GB HD Video
Fibre 1 min 23 sec 6 min 31 sec 34 min 40 sec
VDSL 3 min 34 sec 16 min 40 sec 1 hr 29 min

How is Fibre installed for the first time?

In order to provide a new Fibre to the Home broadband to your home we need to complete some work outside your property. Telkom performs the work in two stages.  

Stage 1 – External Work: Bringing the fibre cable to your property

In the first phase Telkom lays Optical cables in the Main Services sleeves to manholes on one side of the pavement (could be under/upper ground as each suburb is different).  

If the customer’s premise’s is in need of any entry pipes, Telkom will provide a quote for trenching at R 2,087.25 (includes first 10 linear meters.  Additional trenching will be at a cost of R208.73). A Telkom approved contractor is available to complete the work; alternatively the customer may make use of his own contractor to do the work.

Telkom will then connect the Fibre to a small box (ONT) which needs to be fixed to a wall inside your property, as per requirement from customer.  It could be your internal server room, study, entertainment room as each home is different.

Stage 2 – Internal Work: Your engineering appointment to complete the fibre installation inside your home

The technician will bring the Fibre into your home and fit your Fibre Modem in a location agreed with you.

Appointments are scheduled upfront with the customer and you will have to be at home as the technician needs access to the inside of your home to fit your Fibre equipment. 

Each installation is different but could last from 4 – 16 hours from the point at which the technician arrives. 

Is Fibre available everywhere on Telkom’s Network?

Fibre is only available in targeted areas that have been earmarked for high speed broadband access.

Check if you have Fibre coverage here.

Is there a once-off installation fee or set up charge?

Yes, there will be an installation charge depending on the amount of work that needs to be done.

What can impact the speed of my Internet?

There are various factors that can affect your broadband speed. These include:

  • Peak internet usage times (7pm to 9pm).
  • The number of people sharing your broadband connection within your home.
  • You may have reached your Telkom Internet SoftCap. Get more data by clicking on the Broadband & Internet tool on the Get Help page.
  • Your device and Wi-Fi connection are too far apart.
  •  Too many electrical interferences between the devices and the broadband connection.

What is Fibre to the Home?

For anything and everything that you need to know about Fibre to the Home (FTTH), please click here

What is fibre?

Fibre is a bundle of fibre optic threads made of pure glass each about the diameter of a human hair. It uses light instead of electricity to carry a digital data signal.

Fibre is able to transmit information at virtually unlimited speed and capacity, delivering superfast speeds.

It is the most advanced, stable and super-fast broadband connection on offer

Fibre is not affected by weather elements

Service quality is not impacted by distance from exchange

SmartBroadband Wireless FAQs

What is LTE?

LTE (3.95G) which stands for Long Term Evolution is a high speed wireless broadband technology that is the next evolution from 3G. LTE supports a further evolution on functionality, increased speeds and general improved performance over 3G.

What are the benefits of the improved functionality and performance that LTE offers over 3G?

The increased speed and functionality offered by LTE means that subscribers can experience enhanced online gaming, enhanced online video, radio and music streaming and quicker music and app downloads all in real time with minimal to no buffering experienced.

Which radio frequency spectrum band does Telkom’s LTE support?

Telkom’s LTE network is a TD-LTE frequency that is supported on the 2300MHz radio frequency spectrum band.

Does the SmartBroadband Wireless service support failover to 3G?

Yes 3G failover will be supported to Telkom’s 3G network only.

What is the network speeds supported on Telkom’s LTE Network?

Telkom’s LTE network support downlink speeds of up to 90Mbps and uplink speed of up to 25Mbps.

What Plans are offered on Telkom’s LTE Network?

Telkom offers SmartBroadband Wireless plans supported on its LTE Network, which are positioned as fixed wireless broadband plans for home and office use.

Does Rica apply?

Rica compliance rules shall apply.

Are there ad-hoc data bundles available for purchase by SmartBroadband Wireless subscribers should the inclusive data get depleted within the month?

SmartBroadband Wireless subscribers can purchase once off or recurring data bundles if the inclusive data is depleted within the month

How do I purchase a once-off or recurring bundle?

SmartBroadband Wireless subscribers can purchase once-off and recurring bundles via:

  • USSD by typing *180#
  • Via the self-service portal
  • Via the Telkom Apps (IOS and Android)
  • Or at a Telkom store

What is a once-off data bundle?

Once-off data bundles are available to SmartBroadband Wireless subscribers for once-off data purchases that can be used to access data when the subscriber runs out of his inclusive data. The Once-off data bundle expires at the end of the following calendar month from the date of purchase.

What is a recurring data bundle?

Recurring data bundles are available to SmartBroadband Wireless subscribers for purchase that can be used to access data on a recurring basis. The recurring data bundle shall be allocated to your contract on the first day of each month on a recurring basis. The bundle is valid until the end of the following calendar month from the date of allocation.

What is a recurring data bundle?

Recurring data bundles are available to SmartBroadband Wireless subscribers for purchase that can be used to access data on a recurring basis. The recurring data bundle shall be allocated to your contract on the first day of each month on a recurring basis. The bundle is valid until the end of the following calendar month from the date of allocation.

Which once off data bundles are available for purchase to SmartBroadband Wireless subscribers?

The following Once-off data bundles are available:

  • 25MB @ R7.25
  • 50 MB @ R14.50
  • 100 MB @ R29
  • 250 MB @ R39
  • 500 MB @ R69
  • 1 GB @ R99
  • 2 GB @ R139
  • 5 GB @ R299
  • 10 GB @ R499
  • 20GB @ R899(valid for 6 months from date of activation)
  • 50 GB @ R1799 (valid for 12 months from date of activation)
  • 100 GB @ R3199 (valid for 12 months from date of activation)

Which recurring data bundles are available for purchase to SmartBroadband Wireless subscribers?

The following recurring data bundles are available:

  • 25MB @ R7.25
  • 50 MB @ R14.50
  • 100 MB @ R29
  • 250 MB @ R39
  • 500 MB @ R69
  • 1 GB @ R99
  • 2 GB @ R139
  • 5 GB @ R299
  • 10 GB @ R499

How do I check that I’m covered by Telkom’s LTE coverage?

Subscription to SmartBroadband Wireless plans is subject to the availability of Telkom’s LTE network coverage, you will need to check whether you fall in our LTE coverage area by sending an SMS with your address to 43482, or visiting the LTE coverage map here www.telkom.co.za/coverage .

Is there a contract for a set period, or is there a month-on-month ongoing contract?

The terms are on a 24 Months contract which includes a router and month to month for SIM only contracts.

Can I link a MultiSIM or Data MultiSIM to the SmartBroadband Wireless service?

Yes, both MultiSIM and Data MultiSIM will be allowed on the SmartBroadband Wireless plan.

Which router do I get with the SmartBroadband Wireless service?

Subscribers will get a LTE WiFi router which supports maximum downlink speeds of up to 68Mbps and uplink speeds of up to 17Mbps.

How many wireless devices can I connect to my LTE WiFi router?

You can connect up to 32 devices via WiFi and up to four devices using the LAN cables. Note that the number of devices that you connect simultaneously could impact on your internet experience. The type of devices you can connect include smart TVs, smartphones, tablets, notebooks, PCs, security cameras and gaming consoles.

What does the SmartBroadband Wireless offer includes?

The SmartBroadband Wireless includes anytime data, night surfer data and a WiFi bundle which are new on LTE plans.

How can a subscriber use the allocated WiFi Bundle?

SmartBroadband Wireless subscribers need to link a secondary mobile device to their plan via their My Telkom Mobile account in-order to consume the free WiFi bundle which can only be consumed at a Telkom public WiFi hotspot.

Who do I call if I have a technical query or coverage related problems?

Subscribers can call 081 180 and they shall be routed to the data call centre for support.

What happens if I relocate?

The SmartBroadband Wireless service is provided as a fixed wireless broadband service and should a customer relocate, Telkom shall not be liable for lack of LTE network coverage, reliability or throughput outside its fixed LTE coverage areas.

What happens if I relocate?

The SmartBroadband Wireless service is provided as a fixed wireless broadband service and should a customer relocate, Telkom shall not be liable for lack of LTE network coverage, reliability or throughput outside its fixed LTE coverage areas.

Can I use the SmartBroadband service for mobility?

Should a subscriber use his SmartBroadband Wireless service for mobility purposes Telkom shall not be liable for lack of LTE network coverage, reliability or throughput outside its fixed LTE coverage areas.

I’m an existing mobile data (or HomeOffice LTE/LTE-A) subscriber, will I be able to migrate to the new offer?

Existing Subscriber will be allowed to migrate to the SmartBroadband Wireless plans. Please note that for an upward migration no penalties’ apply etc. and for downgrade migrations normal penalties will apply.

Will I be able to upgrade to another contract?

Yes and you will retain any balance of the once-off internet bundle at the time of upward migration. You will continue with the existing contract agreement, and will not be considered to have entered into a new contract agreement based on the migration request. Upward migrations are limited to one per calendar month.

Will I be able to downgrade?

Yes, but you will be liable to pay a migration fee for a downward migration, which will be determined at the time of requesting the migration. You will retain any balances of once-off internet bundles at the time of downward migration. Telkom Mobile will, as a downward migration fee, recover the difference in device subsidy between the original and the newly selected packages as well as a R400 (incl. VAT) administration fee. You will continue with the existing contract agreement, and will not be considered to have entered into a new agreement based on the migration request.

Does the Telkom’s LTE Network support Voice calls?

Yes it supports voice calls, however, a subscriber will be required to contact Support on 081180 through any means of communication available to them to request that the voice capability be enabled on their service.

How much does it cost for a voice call?

It cost a flat rate of R 2.75 on per second billing will apply for any voice call on SmartBroadband Wireless service, with exception of emergency services (10111, 10177 and 112) and Telkom helpdesk 081 180 which are free.

How do I get Telkom’s SmartBroadband Wireless service?

a. SMS Demo to 32565 and an agent will be in touch with you to setup a demo
b. Or visit the nearest Telkom store for the service
c. Visit www.telkom.co.za

Why is my data being used faster on an LTE connection compared to the 3G network connection?

When streaming any content or using applications (YouTube, radio or video streaming, Skype etc.) over an LTE connection the adaptive bit rate loading (or data transmission rate) is much faster which means that your data is consumed faster than on a 3G connection. If your connection quality is better, the stream will choose a better quality bit rate of streaming which results in significantly more data usage while streaming on an LTE connection compared to a 3G connection. Subscribers that sign up for an LTE package are advised to subscribe to the bigger volume bundles.

What precautions should I take when setting up my LTE WiFi router?

Users should reset their login username and password on the router, as well as the password for the WiFi connection. For assistance with this or advanced security, please call our support desk on 081180.

I am an existing 3G or LTE subscriber; can I migrate to the new SmartBroadband Wireless plans?

Yes, existing 3G and LTE subscribers will be allowed to migrate to the new SmartBroadband Wireless plans.