Troubleshooting help

Here we try to help with quick tips to improve your internet!

 

Click on the links below to check if there is an outage in your building or area

Fibre Network Status

Technical Support

My internet is down
  • Check that your router has power
  • Check that all lights are on, on your router and ensure all cabling to the router is in good condition and securely plugged in
  • Ensure your account is up to date
  • Create a ticket by filling out the form below and we will be in contact
My internet is slow
  • Ideally have an ethernet cable to every device that requires 100% constant speeds
  • Plug in an ethernet cable from the router to your laptop or PC and run a speedtest on www.speestest.net
  • If wireless is the only option please look at the next FAQ
How can I improve the WIFI speed and coverage in my place?
  • Ensure you are testing within a few metres of the wireless router
  • The wireless router should be in an elevated position and not lying on the floor
  • If you are testing from another room you will probably need a wireless mesh kit to expand the wireless coverage
  • Fill out the support form below and we will be in contact

Why is my WIFI slower than the service I pay for?
  • There are many external factors that influence your wireless speeds, these are largely out of Faircom's control. i.e. interference / congestion / materials used to construct the home building.
  • You can perform a speed test by plugging in an ethernet cable from your laptop/PC to the router. This should show you the full speed
  • To improve your WIFI contact us on the support form below and we will be in contact

Billing

Why is my service suspended?

Faircom reserves the right to suspend your service due to non-payment. Billing of all fees and charges will continue during your suspension period

Please contact info@faircom.co.za for help.

Is this a prepaid service?

You pay at the beginning of the month for that month’s service i.e., you will be invoiced the first of September for your September subscription fee. Pay before you use.

How do I pay my invoices?

All customers are required to sign up with a debit order mandate. Debit orders are usually run on the 5th of the month. If a debit order is unsuccessful you will be notified to contact accounts to retry the debit order run or to make an EFT payment. Please contact info@faircom.co.za for help.

How do I update my banking details?

Please contact info@faircom.co.za for help.

Faircom Customer Portal

What is the Faircom customer portal?

The customer portal was designed for you to access your invoices, statements, support tickets. In addition you can test the speed of your line and check past usage.

Please visit portal.faircom.co.za

I do not know my username and password?

Please contact info@faircom.co.za and we will send you your username and password.