General FAQ's

We answer some of our customer's questions (Click on question to reveal answers)

My internet is much slower than usual

This is in most cases due to background data being used by a connected device. Try switching off all other phones, pc’s and tablets and do a speed test while only one device is using the network. Ensure the device you are testing from is not downloading software updates.

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?

Yes! We can install a smart router (MikroTik) hap in your network which is affordable and quick to install. This will enable us to setup bandwidth restrictions as well as limit access to inappropriate 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?

Total and complete restriction to adult or other category online content can never be 100% guaranteed. Apart from website pages which can display unwanted content there are numerous other methods to distribute and obtain content by savvy internet users. The responsibility to ensure minors or other end users cannot access inappropriate content/media/videos/images remains that of the legal guardian or supervisor.

I am an avid gamer. What can I expect from your network in terms of PING speeds?

Our network is classified as a TIER 1 infrastructure, meaning that we use our own system to take network traffic all the way to the closest peering center which is in Cape Town. This means that low pings in the 20ms range* to game servers will be enjoyed to servers which are locally hosted. For servers which are hosted abroad you should expect average high in the >100ms pings due to the inherent nature of communicating with far away servers which is a limitation of not only our internet latency but any and all other competitor’s as well.

Can I access my security surveillance system remotely to view videos when on holiday or away?

Yes you can. In most cases the DVR’s we supply have software running on them which can be used to establish a pairing to your cellphone and which utilizes cloud technology. By utilizing the cloud feature you can not only save money by doing this yourself but you will also be using a more secure method by not having to allow public traffic into your private network. Should the need arises and above method is not a solution to your requirements it will be possible for us to NAT (network address translation) traffic from and to your DVR system. We always however recommend the more secure and easier method of a cloud pairing.

Can I cancel my DSTV?

Yes, and maybe no! You can unless you are an avid local sports enthusiast or enjoy your locally produced Afrikaans soapies. Most other internationally produced series, movies and sporting events are available on numerous streaming platforms such as Netflix, Hulu etc. A good option for individuals who wishes to forego having a satellite dish mounted outside but still wants the content broadcasted from DSTV is to change over to the DSTV Live system which can run on Android, Apple and windows devices.

Why does my streaming movies and series buffer so frequently while watching?

YouTube, Netflix and other pay TV sites offers reliable video streams which should not buffer if you are watching your content at a resolution suitable to your package speed. Free to stream sites such as Popcorn Time cannot commit to the same quality of service and should you experience issues with such sites it is recommended to use YouTube as a benchmark to test your internet service.

ClientZone FAQ's

Some common questions regarding the ClientZone gets answered

My internet is offline, how can I then log a support ticket on ClientZone?

You can access the Computer Hut ClientZone from anywhere and from any device. Should your Computer Hut wireless internet be offline you can access the site from your mobile phone using mobile data or any computer connected to the internet regardless of who the service provider is.

I am unable to logon to the ClientZone site it says “Invalid username or password”

Should you not be able to sign on with the account details supplied at the top of this booklet it may be that your password has been reset or your account has been suspended. Please phone our support number to verify your credentials or reset the password of your account.

I am on a capped account. How much data do I have left for the month?

To check the available data balance on your account you can log into the ClientZone and follow the procedure as explained in section 2 of this guide.

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.

Can I cancel my service at any time?

Yes, we do not offer long term contracts hence the initial cost to purchase your radio and router. Should you decide to cancel our services you can do so in the ClientZone website.

Wireless & Wi-Fi FAQ's

Have a question regarding Wireless or Wi-Fi?

I can connect to my Wi-Fi but the internet is not working

If you are on a capped account this could indicate that your bundle has been depleted. Sign on to the clientzone to ensure you have available data on your package. It could also indicate that the outdoor radio connecting to us is either switched off or problematic. Ensure that all the power plugs are connected and switched on.

Can I change the password of my Wi-Fi?

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.

Why should I not press the small button at the back of my Wi-Fi router (access point)?

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 as it will not work as the WPS security feature is not enabled due to the risks of connecting through it.

I think my neighbor might be using my Wi-Fi. How can I check?

Firstly, ensure to never use or try to use WPS (The button at the back of some routers which is used to connect devices). Ensure you can access your Wi-Fi by having to type a password in 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.

I am currently on the 1mbs package and want to upgrade it to the 10mbs option. How do I do this and what do I need?

It is for this reason why we always try to explain all the pros and cons of the hardware a new client chooses during signup. There are different options available in terms of the radios/antennas to choose from at signup ranging in price and technical specifications. This is to enable a client to have a choice and to allow for budget subscribers to join our services. In cases where lower end devices were opted for during initial signup the lower cost antenna will have a maximum data transfer rate which will not be able to connect at high bandwidth rates (for instance 5mbs and faster). It is for this reason why it is always a smarter spend on initial costs to opt for an antenna which will cater for any future bandwidth requirements you may have in the future.

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 not possible to “boost” the signal strength of your router it is however possible to link additional Wi-Fi access points to your current network by running a cable between access points. Inquire in store for details and pricing.

I run a guesthouse and would like to service my guests with internet services. What is the best way to give and manage internet access to guests?

Hospitality wireless access requires changes to passwords or limit to the speed and amount of data for specific patrons. The access point hardware required to achieve such flexibility of administration is specifically designed for business establishments and if implemented correctly will create an additional stream of revenue to its stakeholders. We use and recommend a solution based on Ubiquiti’s Unifi range of wireless access controllers. A site survey will be required to recommend a solution for your premises, phone us to book an appointment.