We understand how frustrating it can be when your internet goes down. There could be several reasons for the interruption. It might be due to planned network maintenance in your area, which you can check by visiting https://client-network-status.faircom.co.za. 

Sometimes the issue lies with your local setup — such as incorrect Wi-Fi settings or a router that needs a restart. Power outages can also affect the fibre infrastructure or your router itself, so it’s worth confirming that everything is plugged in and powered on. Check for loose or disconnected cables, and look out for the usual blue or green lights on your router as a sign of a healthy connection. If there’s a wider outage in your area, our team of technicians is likely already working to resolve it. 

Thanks to our advanced monitoring systems, we’re usually aware of outages quickly and take action immediately. If you’ve checked all the above and are still offline, please submit a support form at https://faircom.co.za/support/ and we’ll be in touch to assist you as soon as possible.

Try these steps in order:‬

‭ 1.‬‭ Check if your Router has power‬

• Are the lights on the Router, Cudy and POE shining blue or green? 
• If not, check that the power supplies are plugged into the wall‬ or a multi-plug? [IMAGE – Shows both power supplies plugged in with green or blue light]
• If the Wi-Fi is still not working, please log a ticket on our support page with images of the equipment.  

‭ 2.‬‭ Restart your Router‬

• ‬‭Unplug both power supplies from the wall.‬
• ‬‭Wait‬‭ 30 seconds‬‭. 
• ‭Plug the both power supplies back in.‬
• Wait 2–3 minutes. Your internet should come back on.‬

• Try these steps:‬

  1.‬‭ Check if you’re connected to the right Wi-Fi‬

  • Go to‬‭ Wi-Fi Settings‬‭ and make sure you’re connected‬‭ to‬‭ YourNetworkName‬  (not a neighbor’s or guest network).‬

  ‭ 

  2.‬‭ Restart your phone/tablet‬

  • Sometimes, just turning it off and on again fixes the connection.‬

  ‭3.‬‭ Try a different website or app‬

  • Sometimes a single app (like Facebook or YouTube) might be down.‬

  ‭

  If these 3 steps don’t work, please go to “My WiFi isn’t working, what should I do?”

Try restarting the device:‬

1. ‭Turn off the printer or TV.‬
2. ‭‭Turn it back on after 30 seconds.‬
3. ‭Go into its‬‭ settings‬‭ and reconnect it to‬‭ your Wi-Fi.‬

If these 3 steps don’t work, please go to “My WiFi isn’t working, what should I do?

No worries, it happens!‬

‭Look for a‬‭ label‬‭ on your Router, it often lists:‬

• Network Name (SSID)‬
• Wi-Fi Password (Key)‬

‭‭‭If you can’t find your Network Name and Password, please submit a support form. Due to POPI, we require a support form to be submitted and can’t provide your Network Name and Password over the phone.

1. Connect to the Wi-Fi. 
2. Open web browser and go to www.speedtest.net
3. Click on the “GO” button. 
4. You will then see your upload and download speed. 
5. It is recommended to do 5 speed tests and use the average speed as your line speed to ensure accuracy. 
6. Do the wireless speed test close to the router and one where you’re experiencing slow speed.

1. WiFi speed and coverage depend on your setup and environment. Here’s how to improve it:

   1. Place your router centrally in your home or office and avoid hiding it behind furniture.
   2. Keep the router elevated, like on a shelf or desk.
   3. Limit physical interference by keeping it away from other high current electronic products. 
   4. We offer Wi-Fi extenders such as the Cudy that provides you with 2.4(GHz) and 5(GHz), this can improve your connection in large homes or offices. [MORE ABOUT CUDY LINK]

Yes, you can transfer your Faircom Fibre service to your new address – as long as we have coverage in that area. 

Here’s what to do:

1. 1. Check availability in your new location using our coverage checker.
   2. Submit your relocation form with all the relevant information https://faircom.co.za/relocation-form/ 
   3. Notify us at least 7–10 days before your move so we can plan the transfer and minimize downtime.
   4. If fibre is available, we’ll schedule a new installation at your new address and arrange the transfer.
   5. If fibre is not yet available in your new area, we’ll help you explore alternative options or pause your account.