By Karli Dur

December 13th, 2023

1 min read

FTTH and Fixed LTE Contact Information  
 

Welcome to our Contact Information page. Got a question or something on your mind? Here’s a list of who to reach out to and even an estimate on when it’ll be all sorted out. Let’s get you connected! 

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General

TRACK MY HARDWARE DELIVERY

Download the RSAWEB App for updates on your pending orders. For more information on the order process see our Fibre delivery status guide, or our Fixed LTE delivery status guide 

Log a ticket here: Log a ticket or chat to us on live chat on our website 
Office hours: Monday / Friday from 08:00-17:00 
SLA: Tickets – 1-2 business days 
What you need to know: You can track your hardware delivery via our Mobile App. 

REFER A FRIEND

Who: Sales Team 
How: Complete this form or chat to us on live chat on our website 
Live chat hours: Monday – Saturday 7am – 8pm 
Sunday & Public Holidays 8am – 8pm 
SLA: Tickets – 4 working hours response time, Live Chat – Live Time. 
What you need to know: You will get R500 off if you refer a friend and they sign up with RSAWEB for Fibre to the Home. This will be added as a credit to your account once your friend’s Fibre goes live. 

Manage My Services

UPGRADES/DOWNGRADING YOUR SERVICE

Who: Projects Team 
How: Log ticket here  

Office Hours: Monday / Friday from 08:00-17:00 
Saturday / Sunday / Public Holidays from 09:00-16:00 
SLA: Tickets – 1-2 Business days 
What you need to know: Upgrades can be requested anytime. This can take up to 3 working days to come into effect. Downgrades happen on the 1st of the following month. All requests need to be sent before the 20th of each month. If the request comes after the 20th, then the downgrade will be processed the following month. You will be charged R250 per downgrade. 

CEDING SERVICE TO NEW TENANT

If you are moving from your current home into a new home and want the new tenant moving into your current home to take over your internet service without having to experience any downtime – please refer to this section.  

Who: Projects Team 
How: Log ticket here 
Office Hours: Monday / Friday from 08:00-17:00 
SLA: Tickets – 4 working hours response time 
What you need to know: A cession will only take place once all required documents are received from both parties. If the complete set of required documents is not received before the 19th of the month, then the original customer will remain liable for the payment of the upcoming month. 

CANCELLATIONS

Who: Retentions Team 
How: Log ticket here Log ticket here 
Office Hours: Monday / Friday from 08:00-17:00 
SLA: Tickets – 4 working hours response time 
What you need to know: Cancellation Penalties will be incurred if you are cancelling within 12 months or 24 months if you signed a 24-month contract. These fees will be incurred whether you are cancelling or moving (see explanation here https://www.rsaweb.co.za/ftth-installation-faqs/). These fees can be avoided if you cede your service to new tenant or take up a new service at your new location and carry the months over. The Retentions team will be happy to explain the available options to you. 

TECHNICAL ISSUES (SPEED ISSUES, DISCONNECTS, WIFI, FAULTS)

Who: Support Team 
How: Log ticket here . You can also use our Live Chat feature on our website to open a quick dialog with one of our support agents, or alternatively via our WhatsApp live chat feature. 
Office Hours: Monday – Saturday 7am – 8pm 
Sunday & Public Holidays 8am – 8pm 
SLA: Tickets – 4 working hours response time 

ACCOUNTS AND BILLING QUERIES

Who: Accounts Team 
How: Log ticket here  
Office Hours: Monday – Friday from 06:00-24:00 
SLA: Tickets – 4 business hours response time. 

PROFILE MANAGEMENT

What: Change my bank details, add a contact, add a secondary contact 
How: Log ticket here 

Latest Blogs

Karli Dur

December 13th 2023

1 min read

FTTH and Fixed LTE Contact Information  
 

Welcome to our Contact Information page. Got a question or something on your mind? Here’s a list of who to reach out to and even an estimate on when it’ll be all sorted out. Let’s get you connected! 

General

TRACK MY HARDWARE DELIVERY

Download the RSAWEB App for updates on your pending orders. For more information on the order process see our Fibre delivery status guide, or our Fixed LTE delivery status guide 

Log a ticket here: Log a ticket or chat to us on live chat on our website 
Office hours: Monday / Friday from 08:00-17:00 
SLA: Tickets – 1-2 business days 
What you need to know: You can track your hardware delivery via our Mobile App. 

REFER A FRIEND

Who: Sales Team 
How: Complete this form or chat to us on live chat on our website 
Live chat hours: Monday – Saturday 7am – 8pm 
Sunday & Public Holidays 8am – 8pm 
SLA: Tickets – 4 working hours response time, Live Chat – Live Time. 
What you need to know: You will get R500 off if you refer a friend and they sign up with RSAWEB for Fibre to the Home. This will be added as a credit to your account once your friend’s Fibre goes live. 

Manage My Services

UPGRADES/DOWNGRADING YOUR SERVICE

Office Hours: Monday / Friday from 08:00-17:00 
Saturday / Sunday / Public Holidays from 09:00-16:00 
SLA: Tickets – 1-2 Business days 
What you need to know: Upgrades can be requested anytime. This can take up to 3 working days to come into effect. Downgrades happen on the 1st of the following month. All requests need to be sent before the 20th of each month. If the request comes after the 20th, then the downgrade will be processed the following month. You will be charged R250 per downgrade. 

CEDING SERVICE TO NEW TENANT

If you are moving from your current home into a new home and want the new tenant moving into your current home to take over your internet service without having to experience any downtime – please refer to this section.  

Who: Projects Team 
How: Log ticket here 
Office Hours: Monday / Friday from 08:00-17:00 
SLA: Tickets – 4 working hours response time 
What you need to know: A cession will only take place once all required documents are received from both parties. If the complete set of required documents is not received before the 19th of the month, then the original customer will remain liable for the payment of the upcoming month. 

CANCELLATIONS

Who: Retentions Team 
How: Log ticket here Log ticket here 
Office Hours: Monday / Friday from 08:00-17:00 
SLA: Tickets – 4 working hours response time 
What you need to know: Cancellation Penalties will be incurred if you are cancelling within 12 months or 24 months if you signed a 24-month contract. These fees will be incurred whether you are cancelling or moving (see explanation here https://www.rsaweb.co.za/ftth-installation-faqs/). These fees can be avoided if you cede your service to new tenant or take up a new service at your new location and carry the months over. The Retentions team will be happy to explain the available options to you. 

TECHNICAL ISSUES (SPEED ISSUES, DISCONNECTS, WIFI, FAULTS)

Who: Support Team 
How: Log ticket here . You can also use our Live Chat feature on our website to open a quick dialog with one of our support agents, or alternatively via our WhatsApp live chat feature. 
Office Hours: Monday – Saturday 7am – 8pm 
Sunday & Public Holidays 8am – 8pm 
SLA: Tickets – 4 working hours response time 

ACCOUNTS AND BILLING QUERIES

Who: Accounts Team 
How: Log ticket here  
Office Hours: Monday – Friday from 06:00-24:00 
SLA: Tickets – 4 business hours response time. 

PROFILE MANAGEMENT

What: Change my bank details, add a contact, add a secondary contact 
How: Log ticket here 

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