Frequently Asked Questions
The Children are always downloading movies and games which makes my browsing slow. Can I limit their usage as well as restrict them from inappropriate online content?
Unwanted and inappropriate sites are blocked but I caught my son with adult movies. Why did you not stop him from accessing that type of content as I purchased a smart router in order to stop such behavior?
Should you not be able to sign in with the account details supplied at signup (automated email). Please phone our support 0283841443 or email email@example.com to reset your ClientZone account credentials.
To check the available data balance on your account you can log into the ClientZone.
The amount of data I have used does not seem correct on the ClientZone usage page. Why has my Data CAP been depleted?
Most devices such as mobiles, tablets, PC’s and even smart TV’s have operating systems which requires frequent software updates. The various applications installed on such devices also download updates as released by their respective developers. These updates use data which is classified as “background data”; meaning that you are unaware that they are actively consuming bandwidth. Background data and updates can be disabled or restricted, however this is not recommended as it will render the device prone to viruses, malware and hacking.
It could indicate that the main router to us is either switched off or problematic. Ensure that all the power plugs are connected and switched on.
You can power cycle the multiplug at wall socket before you call or log an support ticket.
Although it is completely possible for you to update/change the password to connect to your Wi-Fi it may prove to be a bit of a challenge in a technical sense. Phone our support number to assist you in updating the password.
Although some of the routers we supply upon the initial wireless installation (depending on chosen hardware package) supports the WPS security function on the button found at the back of those routers, it also serves a second function which is to reset the device to factory settings. A frequent problem experienced by owners of these devices is that “reset” is mistaken for “reboot”. Please do not press these buttons.
Firstly, ensure to never use or try to use WPS (The button at the back of some routers which is used to connect wireless devices without an password). WPS authentication can be bypassed by experienced users/hackers.
The Computer Hut setup your Wi-Fi so that you have to type in a password to allow a connection to your home network.
Never give your password out – rather type it in for guests or visitors. Install a Wi-Fi or network scanner on your mobile device to scan for devices in your network (Such a FING) which you can find on both the Google Play store as well as the Apple store.
The quality of my Wi-Fi signal is very poor in certain areas of my home, can I boost the reception of it?
Wi-Fi signal strength reduces the farther the distance is from the router. It is also reduced by obstacles such as walls and cement slabs. It is therefore always recommended to have your access point (router) located central to the structure or if not practical as close to the area where you expect to use it most. Although it is possible to “boost” the signal strength of your router it is best practice to link additional Wi-Fi access points to your current network by running a cable between access points.
It is an Optical Network Unit, which serves to convert light to data and vice versa, in other words it serves as a modem or router for optic fiber.
Not necessarily. Wi-Fi signals experience attenuation/interference due to distance from their source just like any other radio. 2.4GHz offers a larger coverage but can perform at slower speeds. 5GHz has faster data transfers but at a smaller coverage, the reason for the shorter range is high frequency signals cannot penetrate solid objects like walls and floors. 5GHz has lower chances of being affected by interferences from other devices like Bluetooth devices, cordless phones and microwave ovens as these devices operate on frequencies close to 2.4GHz. A standard home will most likely need a second router and large homes may need up to 4 routers.
We don’t recommend that you move the access point since it contains a sensitive fibre connection point and it cannot be disconnected or connected by the average DIY person or building contractor. Should you require a relocation of your Access point, additional charges will apply.
No, you can order internet and telephone services directly from The Computer Hut.
On a 24 month contract with a basic installation there is no charge. If a site survey has been done and there are extras that will be needed, those extras will be billed prior to installation. On the Month to Month application there is a standard installation fee of R1800 payable upfront. This can be increased to R3300 if the availability fee is added.
We cannot confirm a specific time and date as installations vary in size and equipment. At most we work on a 15 working day turnaround time.
All fiber junction boxes or Optical Network Terminal equipment will always remain the property of the respective Fibre Network Operator and should the equipment be damaged or removed from the property then the Fibre Network Operator & The Computer Hut will invoice you for the replacement/re-installation of the device. The Computer Hut supplied Modem/Router will remain the property of The Computer Hut and will be sent back to our offices by the client on service termination.
The Computer Hut offers month to month and 24 month contracts for all our prospective customers and have in the past tried to cover many costs which may not be visible to the end user. While some ISP’s choose not to charge their end users for these upfront costs, some may be hiding these fees in their T&C’s and keeping the customer on their network for a set amount of time to recover these operational costs. This is also a cost that The Computer Hut is liable to pay the Fibre Network Operator to reactivate any new or existing fiber connection.
Please note that there is a difference between an activation fee and installation fee. Each FNO will bill the ISP (The Computer Hut) directly when installing a new line into the client’s premises (installation fee) and the ISP will again be billed when the clients service is activated on the network (activation fee). Some FNO’s charge the same amount as the case with The Computer Hut.
Unfortunately, the ONU may not be removed as this has been allocated to the premises and has been configured accordingly by both the ISP & FNO. Please note that should the ONU be taken off the registered property then the customer will be charged a new installation fee to replace the removed equipment. The removed property cannot be reused at another premises.
Every Fiber Network Operator (FNO’s) have different SLA terms, where some FNO’s outright don’t offer any credit and others will take the request on a case-by-case basis. Please note that this is not the fault of the ISP and if there are specific issues, please don’t hesitate to contact our support team.
In the Greater Gansbaai and Stanford area this is a value-added service, and a technician will come out and connect you properly to the fibre network. In other areas your router will be delivered by courier, but we still offer remote support to assist the connecting of equipment.
Unfortunately, not on the 24 Month contract. You can pause your Month-to-Month contract with a full calendar months’ notice. Please note that you will be required to pay a R150 reconnection fee. The Computer Hut does offer Wireless Pre-Paid services and as such you can turn off your router when you leave and turn it back on once home. These services consist of lump sum data which is valid for 12 months.
The Computer Hut is reliant on our Fiber Network Operator (FNO’s) terms and conditions. As part of these conditions, we require a calendar months’ notice for change of service. Upgrades are free; however, downgrades are chargeable.
Certain FNO’s do charge a downgrade fee, and in some cases an upgrade fee. we will be as transparent as possible in making you aware of these costs. Please contact a sales agent to get more information on this topic.
No, on all contracts a debit order instruction is compulsory. If you wish to make special arrangements, please discuss this with the sales agent. They can obtain permission if there is a good reason for the request. Please note that if your debit order bounces, there is a R50 penalty fee, and if your account would be suspended, there is a R150 reconnection fee.
I stay in a gated estate/multi dwelling unit. How do I get my body corporate/owner association involved?
Fibre availability is not restricted when living in a gated estate. The quickest way to get them involved is to register your interest with us. The more residents that show interest, the easier our discussion with the owners’ association will be. If you provide us with the details of the primary contact person, we can approach them to engage in our project discussions. If we can prove that there is a definite interest in the estate or complex, the decision-making process will be quick and easy, and the likelihood increases that we will be able to install fiber.
The install contractor aims to cause minimal disruption to your property. However, in some cases access through a garden, lawn, or driveway may be required. We will discuss the options before starting any work. After we have completed the installation, we will restore the areas of your property where the work has been carried out to the condition it was in when we arrived. Please contact us if you are not satisfied.
Studies have shown that the presence of a fiber network increases property values over the long term. Access to high-speed broadband across the wider community will enable more citizens to enter the digital economy. The ability to run a business, entertain your family or learn from home is just around the corner. The Computer Hut plans to assist homes to narrow the digital divide and to help your municipality deliver on the economic promises of the 4th industrial revolution (4IR).
No, there is no scientific evidence that fibre can make you sick. In the case of fibre, this is especially true as the data is transmitted as light signals within the fibre cable. Fibre cables do not emit radio waves.