FAQs

Infini-fi offers a range of fibre speeds for different households, from lighter everyday use to busy homes with streaming, gaming, remote work and multiple devices. Available speeds and package names can change, so check the Deals page for the current options in your area.

Infini-fi offers a range of fibre packages for different households and usage needs. Package speeds, pricing and promotions can change, so the best place to view current options is the Deals page. Every Infini-fi home fibre package is designed for uncapped use, with no mobile-data top-ups or LTE-style data caps.

We coordinate everything with your local Fibre Network Operator (FNO). A technician will:

• Run a thin fibre-optic cable from the street into your home
• Drill a small entry point, usually through a wall
• Install a wall-mounted ONT (Optical Network Terminal), which is your fibre modem
• Test the line to make sure it is working

The ONT is owned and maintained by the FNO, but you will only ever deal with Infini-fi for your service and support.

For the best Wi-Fi coverage, place the ONT and router in a central, open area of your home.

Avoid:

• Garages blocked by walls or doors
• Cupboards or closets
• Behind large appliances
• Corners or behind furniture
• On the floor

Tip: Higher and central usually means a better signal. Think of the ONT as the heart of your home's internet connection.

Installation times depend on your FNO and area:

• Existing fibre: usually within a few days
• New install: 1-3 weeks is typical
• Technician visit: about 2-4 hours

We will keep you updated at every step.

Standard fibre installation is usually handled as part of the connection process. The final terms can depend on the network, property and promotion available at the time you sign up. If extra work such as trenching or additional cabling is needed, we will discuss the costs with you before going ahead.

Yes. Every Infini-fi package comes with a free-to-use Wi-Fi router.

• Delivered pre-configured so you can just plug in and go
• No extra charges or rental fees
• If you cancel later, we will arrange to collect it

Yes, but we recommend using the Infini-fi router because:

• It is tested on our network
• We can support it remotely for troubleshooting, updates, and configs
• Using your own router may limit portal features like Wi-Fi coverage maps

If you prefer your own high-end router, we will help you set it up - just contact us so we can unlock the line and provide the right settings.

Yes. An adult needs to be present to allow access, confirm placement of the ONT and router, and sign off once the install is complete.

It is quick and simple:

1. Check the ONT:
   • Power it on
   • Light "PON/Optical" should be solid green
   • Light "LOS" should be off. If it is red or blinking, contact us.
2. Connect the router with the supplied LAN cable:
   • ONT LAN port to router port 4
   • Power on the router and wait 2-3 minutes
3. Connect your device:
   • Wi-Fi: use the SSID and password on the router label
   • LAN: plug a PC directly into a router LAN port for the best speed

Tip: Many routers broadcast two signals:

• 2.4 GHz - longer range and better through walls
• 5 GHz - faster speeds when you are nearby

We are here to help:

• WhatsApp (fastest): 084 555 8858
• Email: support@infinifi.co.za

Good to know: Send us a screenshot of your router or ONT lights and, if possible, a speed test result so our team can sort it out faster.

Yes - all Infini-fi home fibre packages are 100% uncapped. That means:

• No data caps
• No throttling
• No slowdowns after you have used "too much"

We also do not shape or prioritise certain traffic on our standard packages. Whether you are streaming, gaming, downloading, or on video calls, you will get the best speed your line can deliver.

The only guideline is our Acceptable Use Policy (AUP), which protects the network from abuse like illegal activity or malware. For normal household use, you should not hit a limit.

Tip: With Infini-fi, uncapped really means uncapped.

Fibre itself does not carry electricity. Your connection relies on power in two places:

1. In your home: Your ONT and Wi-Fi router must be powered. Without a UPS or generator, your connection will drop when the lights go out.
2. In the neighbourhood: Fibre street cabinets and exchanges also need power. Some have batteries or generators, but backup times vary by area and operator.

In short:

• If both your home and the fibre operator's infrastructure have power, your internet can stay on.
• If either goes down, your connection will be affected.

Tip: To stay online during load shedding, we recommend a small UPS to keep your router and ONT running.

Yes - Infini-fi makes it easy to change your speed as your needs change.

• You can upgrade or downgrade anytime on our month-to-month plans without penalties or hidden fees.
• For longer contracts like 12, 24, and 36 months, penalties might apply when you downgrade.
• Changes usually take effect from the next billing cycle, although upgrades may happen sooner.
• We will make sure your router and line can handle the new speed.

Next step: Let us know via the customer portal or support team, and we will do the rest.

Switching is straightforward:

1. Cancel with your current ISP.
   • Serve their notice period so the fibre line can be released.
   • Ask them for your final cancellation date.
2. Place your order with Infini-fi.
   • You can sign up immediately - just give us your cancellation date.
   • We will coordinate with the FNO to take over the line.
   • Sometimes we may ask for proof of cancellation to speed things up.
3. Set up your Infini-fi router.
   • Once your old ISP releases the line, we will activate Infini-fi.
   • We will courier you a pre-configured router, or help reconfigure your own.

Timing tip: Try to align your Infini-fi activation for the day after your old service ends. That way, you will have almost no downtime.

Yes. Fibre is well suited to HD and 4K streaming. As long as you choose a package that matches your household's usage, services like Netflix, Showmax and YouTube should run smoothly without buffering.

If multiple people are streaming at the same time, a higher-speed package keeps everything running smoothly. See the Deals page for current package options.

Yes. Fibre handles multiple connected devices reliably. The right package depends on how many people are streaming, gaming, working or browsing at the same time.

If your home has several heavy users, choose a package with enough speed to cover everyone at once. Check the Deals page for current options.

Yes. Fibre offers lower latency and more stable performance than LTE in most home environments, making it a strong option for online gaming. A stable fibre line helps reduce lag, keeps multiplayer sessions smoother, and makes large game downloads faster and easier to manage.

Online gaming does not always need a huge amount of bandwidth on its own, but other activity in your home can affect your experience. Game downloads, updates, streaming and other devices all share your connection.

A household with gamers should choose a package with enough speed for gaming, streaming, updates and other devices running at the same time. See the Deals page for current package options.

Yes. Fibre is well suited to working from home because it is stable and handles video calls, cloud tools, VPN connections and file uploads reliably. Unlike LTE, it does not share capacity with a mobile tower, so performance stays consistent throughout the day.

If more than one person works or studies from home, choose a package with enough speed and upload capacity for everyone at the same time.

A single person on video calls does not need the highest fibre speed. However, a busy household needs more capacity. If you have children learning online, a partner also on calls, or large files being uploaded or downloaded, choose a package with enough download and upload capacity for everyone.

Check the Deals page to compare current packages and find one that fits your household.

Do not worry - most issues can be fixed with a few quick checks:

1. Check for power
   • Make sure your Fibre ONT and Wi-Fi router are plugged in and switched on.
   • If the lights are off, reset the power or check your UPS if you use one.
2. Check your cables
   • The cable from the ONT should connect to port 4 on your router.
   • Make sure cables are secure and not damaged.
3. Restart your equipment
   • Turn off your router and ONT, wait 10 seconds, then switch them back on.
   • Give them a few minutes to reconnect.
4. Look at the lights
   • ONT: PON light should be solid green and LOS should be off.
   • Router: Internet or WAN light should usually be green or blue.
   • Red or flashing lights usually indicate a signal issue.
5. Test a direct connection
   • Plug a computer into the router with a LAN cable.
   • If this works, the issue may be Wi-Fi-related.
6. Check external factors
   • Load shedding or fibre network maintenance may affect connectivity.

Next step: If none of these checks help, contact Infini-fi support. Tell us what you have already tried and what the lights on your ONT and router show.

Start with the basics:

1. Restart your router by switching it off, waiting 30 seconds, and switching it back on.
2. Check whether your device is connected to the faster 5 GHz Wi-Fi band rather than 2.4 GHz.
3. Check whether someone in the house is downloading a large file or update.
4. For the most accurate result, run a speed test on a device connected directly to the router with an ethernet cable.

If the wired speed is fine but Wi-Fi feels slow, the issue is likely Wi-Fi coverage rather than the fibre line itself.

Next step: If speeds are consistently lower than expected, contact Infini-fi support with your speed test results.

Your fibre line and your Wi-Fi are two different things. Your fibre connection can be fast, but Wi-Fi can still feel slow if:

• Your router is too far away from your devices
• Thick walls or appliances are blocking the signal
• Your devices are on the slower 2.4 GHz band instead of 5 GHz
• Your router is old or handling too many devices at once

Tips: Move closer to the router, switch to 5 GHz, or consider a mesh Wi-Fi system for larger homes. A direct ethernet connection will always give you the best and most consistent speeds.

Sometimes our support team may ask for test results to help identify what is causing issues. These tests help us determine if the problem is:

• inside your home Wi-Fi setup,
• with the fibre line, or
• further upstream with the network.

Speedtest

• Visit speedtest.net or use the app.
• Connect directly to your Infini-fi router via LAN or close Wi-Fi.
• Run the test and note the download speed, upload speed, and ping or latency.
• Share a screenshot or the results link.

Ping Test

• On Windows: open Command Prompt -> type ping 8.8.8.8 -> Enter.
• On Mac: open Terminal -> type ping 8.8.8.8.
• Share the response times in milliseconds.

Traceroute

• On Windows: open Command Prompt -> type tracert 8.8.8.8.
• On Mac: open Terminal -> type traceroute 8.8.8.8.
• Copy or screenshot the results.

Why this matters: These results help us quickly identify whether the issue is in your home, with the fibre line, or with wider network connections.

We have kept cancellation simple.

• Give us official notice.
• The easiest way is through the Customer Portal -> Cancel Service.
• You can also email our cancellations team.

Good to know: Requests must come in writing from the registered account holder's email address or authorised contact. Once we receive it, we will confirm your end date and guide you through returning your router.

Note: Simply switching ISPs does not cancel Infini-fi billing - you must submit a formal cancellation.

Infini-fi requires one full calendar month's notice.

• Cancel on 10 January -> service ends at the end of February.
• Cancel on 1 January -> notice starts 1 February -> service ends at the end of February.

Note: No mid-month cancellations or pro-rata billing in the final month. You will always pay through to the end of the following month.

If you have a longer-term contract, cancellation penalties might apply.

You can also set a future end date, for example two months out if you are moving.

• On a month-to-month contract, no cancellation fees apply after your first 12 months.
• Cancel within the first 12 months -> a once-off early cancellation fee may apply to recover installation and activation costs we covered upfront.
• If you are on a longer-term contract, early cancellation penalties might apply.

Yes. The Infini-fi Wi-Fi router is a loan device.

• We will arrange free courier collection or drop-off.
• Please include the router, power adapter, and any cables.
• If items are missing or damaged, a replacement fee may apply.

Good to know: The fibre ONT, the wall-mounted box, belongs to the FNO and stays in your home.

Returning routers helps keep costs down and supports sustainability.

Fibre is linked to a physical address, so your service cannot simply move with you. But Infini-fi will help make the process smooth:

1. Contact us - let us know you are moving, and we will guide you through the process.
2. Cancel your current service - we will schedule the cancellation at your old address with the required notice.
3. Check coverage at your new address - we will confirm which FNO is available.
4. Place a new order - once coverage is confirmed, we will arrange installation at your new address.

Tip: Keep your current service active until moving day and schedule your new Infini-fi connection to go live as soon as possible after you move in.

South African law, including RICA, requires all telecoms users to provide:

• SA ID or passport copy
• Proof of address not older than three months

You can upload these via our portal or email.

Other requirements:

• If you pay via debit order, we require a debit order mandate for your bank.
• Agreement to Infini-fi Terms and Conditions.
• Landlord or body corporate permission if you are renting and a new installation is needed.
• Compliance with lawful authority requests where required by law.

Your privacy is always protected under law and our policies.

Our AUP makes sure everyone uses the network fairly and legally.

Normal use like streaming, gaming, video calls, and downloading is fine.
Misuse like illegal activity, hacking, spamming, reselling bandwidth, hate speech, or disrupting the network is not allowed.

Most customers will never encounter the AUP - it only applies in extreme misuse cases. If something does happen, we will reach out to resolve it.

You can read the full AUP anytime on our website.