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FAQ's

Contact Helpdesk or call our Office on 032 525 3109
Once-off: Once installation is completed and the job card has been issued, our Accounts Department will send you an invoice.
Contracts: Monthly invoices will be sent to you from our accounts team. For any queries please email our Accounts Team
Our Payment Method is by Debit order only. 1st of the month.
Our Payment Terms for all once-off and monthly fees are in advance. Service(s) provided for part of a month will be charged on a pro-rata basis.
Please note that month-to-month contracts require 1 (one) calendar month’s notice for cancellation. Please contact Helpdesk, Accounts or call our Office on 032 525 3109
ONT stands for Optical Network Terminal.
The ONT (also called the modem) connects to the Termination Point (TP) with an optical Fibre cable, and connects to your router via a LAN/Ethernet cable. A CPE (Customer Premises Equipment) does the same function as an ONT.
Immediate upgrades available on the Fibre Network operator. For any assistance logging the change of service request please contact Helpdesk or call our Office on 032 525 3109
Yes! A Phone line is included in your monthly internet package. If you require an additional phone line the cost is R100.00 per month. Handsets are not included in our package. We can provide a handset at an additional cost. Port your existing number for R250.00 once-off.

The lead time for installations is 1 day, if fibre is in place already.

Same business day delivery. No router deliveries are done over weekends and public holidays. There is an additional cost for these deliveries.
Router guidelines are in the router box for a plug and play set-up. Should you still require assistance connecting your router, please contact Helpdesk or call our Office on 032 525 3109
Contact Helpdesk or call our Office on 032 525 3109. Depending on the nature of the query or issue a Wild Peach technician will troubleshoot remotely to identify where the fault lies, alternatively a Wild Peach technician will be dispatched to assess and inspect your network connection.

On certain networks using your own router device is possible. Check with our Support Team to confirm. capability.

We are able to pause your FTTH service while you are away from Home, provided we have 1 (one) calendar month’s notice.
If no internet package is chosen the service fee of R241.50 will remain in place.
With regards to the Service Reservation/Availability Fee it is in the Monthly Estate Fees Schedule and in your Sales Agreement.
By way of further explanation; the developer has invested a substantial amount of capital to ensure that the Fibre Optic backbone was installed and also ensures that this network and head end are properly maintained at all times and the Reservation Fee goes some way in ensuring this maintenance work is always up to date. This is very similar to the KVA charge invoiced by KwaDukuza or any municipality for that matter on the amount of power consumed in your home, this applies whether you use energy or not because naturally the power grid must be maintained irrespective of if you are your home or not.
The Service Reservation applies to all Residents whether individual stands or sectional title, as the owner completes the build and takes occupation and connects up to Phone, data then the Service Reservation fee falls away it is replaced by the monthly Data Package, thus the reducing cost. (If no internet package is chosen the service fee of R241.50 will remain in place)
A Cancellation and a New Application will apply when:
  • At any stage that the Wild Peach account holder/homeowners are vacating the premises and new Tenants are moving into the unit/house/apartment
  • There is a changeover from Landlord to a new Tenant
The Fibre CPE equipment must remain at the premises (unless otherwise specified). If at any point new residents are moving into the premises and a new person will be responsible for payments, previous owner must cancel, and a new application order must be created by the new resident. Should you have any questions on cancellations, updating banking details or transfer of accounts please contact Helpdesk, Accounts or call our Office on 032 525 3109

Our Support teams are available
Weekdays: 8am to 4pm, and
Weekends: On call. If there is an emergency After Hours call: 082 923 6088 or contact Helpdesk

Please bear in mind that Fibre services is more stable and reliable than ADSL, we deliver the service via the Open Access Fibre Provider’s ONT directly through to your router, which we supply with our packages. The Wild Peach router has Wi-Fi capabilities that delivers the bandwidth to your home over a dual band frequency (this being 2.4GHZ and 5GHZ), do bear in mind that Wi-Fi has its limits due the below factors that interfere with Wi-Fi :
  • The distance of the devices connected from the wireless router and if there are thick walls within the home
  • Overlapping channel interference caused by wireless networks in the area (frequencies such as your Microwave & Fridges omit a frequency that can also affect your router, so please keep it away from such appliances)
  • The number of devices (such as phones, tablets, laptops and media devices) connecting to the router.
Should you suspect your line is not stable over the Fibre, please conduct a speed test directly over LAN cable and ensure the following:
  • Disable all devices connected to the router. This includes, VoIP phones, Tablets , Cell Phones, Smart TVs etc…
  • Plug the router directly into the provider’s CPE or ONT via the LAN/Ethernet cable into your computer (Note your computer CPU usage must not be over utilized when conducting the test).
  • Please do a speed test by going to www.speedtest.net and select Gigazone Durban or Vox Durban
  • Conduct the speed test.
Should you be getting less than the speed you signed up for via LAN, please send screenshots of the testing to Helpdesk or call our Office on 032 525 3109 and the Support Team will assist you accordingly. Should you have a rather large home that needs to be connected, what we normally recommend is for you to add boosters, extenders or Access Points into your home.

Wi-Fi Router Positioning

  • High vs Low: Having your Wi-Fi router on the floor or behind other objects usually results in noticeably worse performance. Instead, place the router as high up as possible to extend the broadcasting range of the radio waves. This also helps clear the router of possible interferences.
  • Distance: The further away from your router you get, the weaker the Wi-Fi signal. Therefore, the best option is to place your router as close to your devices as possible, but this is only practical if you have one main area where you tend to use your devices.

Wireless Interference from other devices

  • Microwaves, Cordless phones and even baby monitors operate at a frequency which is incredibly close to the 2.4 GHz Wi-Fi band. Make sure your router isn’t next to or blocked by other objects, especially devices that are electronic.
  • Bluetooth devices, including speakers and sound bars, also happen to operate at 2.4 GHz, interfering with Wi-Fi signal. Try to turn those devices off to see if this is the cause of your troubles — especially if they are older Bluetooth devices without channel management.
  • You may need to change the 2.4 GHz channel in your router, or set it to automatic mode and let the router find the less noisy channel automatically. You may also want to try the 5 GHz SSID (usually provided with Spirit-configured routers), as this frequency is normally much less congested.

Our Support Team can make recommendations to improving your Wi-Fi performance. Remember should you require cabling, access points or additional extenders or boosters installed at your premises, these will be at an additional cost to you.

Yes! The cost is R100.00 per month. Please contact Helpdesk, or call our Office on 032 525 3109

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