FAQ SECTION:

 

 

 

* What is wireless internet?
Fixed wireless broadband is used to deliver high-speed internet services in the same manner as traditional broadband cable services.

 

* Do I need a fixed telephone line (adsl) to use this wireless internet services?
No, wireless broadband does not require telephone lines or terrestrial cables, meaning that it is quick to deploy and that there are no monthly line rental fees.

 

*Is there installation costs involved?
Yes, except if you took up a 36month contract. Once we have sent out our installers to do a free site survey we will provide you with a full quotation for the installation. (cost is subject to quotation and can change without prior notice)

 

*Can inclement weather affect my service?
Very heavy precipitation may impact your quality of service, and it is important to note that even though it may not be raining heavily at your location, there could be heavy rain at or near the distribution towers.

 

*How long would it take to setup my service & how long does installation take?
Services are typically installed within a week of a signed order being placed with us. Depending on the size of your home or office, a standard installation takes about 2-3 hours.

 

*What is "LOS" and why is a survey required?
"Los" stands for line of sight between two points, specifically the straight path between a transmitting antenna (tower) and a receiving antenna (your location) . The survey is necessary to determine whether there is a clear visible path from your location to the nearest signal distribution tower in order to confirm that we can provide you with an efficient and reliable internet service.

 

*Will I always get my maximum line speed all the time?
We strive to always provide the best internet experience. However, factors such as high demand on the local point of presence or our overall network, inclement weather, radio interference, type of package selected by subscriber among others may influence performance from time to time.

 

*What is contention and what contention is your network?
Contention means that you share a certain amount of bandwidth between several other users/clients, our contention ratio is 1:1 on our main packages (you do not share your line). We do have Pro,Gold & Silver packages that do have higher contention. Some of the other isp companies have contention ratios of 1:32 / 1:64 what means your share your line with other people and your speed will be affected.

 

*Are lines shaped/throttled?
No, our lines are uncapped, unshaped and unlimited, we don’t have any soft caps either so you can download as much as you like. However, we do apply quality of service on all peer to peer traffic (torrents, kazaa etc) to ensure the best service to all our users. This means that these types of downloads receive the lowest priority on the network. Websites, email, video streaming and voice over IP has the highest priority.

 

* Am I responsible for the equipment after it has been installed?
Yes, any theft, loss or damages will be your responsibility. We recommend that you cover the equipment as part of your insurance.

 

*How does payment work?
After installation you need to pay within 24-hours including your first month subscription.

 

*How do I pay my monthly subscription:
1) On the bottom left of your invoice there are two payment links you can click on with different options – Netcash or Payfast

2) You can login into our portal and pay via:

*Netcash - (Credit and debit Card, Ozow, Capitec Pay, Scan to pay, Visa click to pay,

1Voucher, paymyway, Payflex)

*Payfast – (Credit and debit Card, Samsung Pay, Instant EFT, Capitec Pay, SnapScan,

Zapper, Bank QR Code Apps, Scan to pay, Store Cards, Debit Cards,

MobiCred

3) EFT Payment to our FNB account number

4) Debit Order – Our debit orders go of every 1st of the month.

 

* Can I cancel my subscription anytime?
If you are not happy with our services you can cancel at any time if you are not on 24/36Month contract, but we would need at least 1 calendar month notice if you are on a month – month contract.

 

*How does support work and what’s the support hours?
Office Hours (08:00 – 16:00 Mondays - Fridays)

->Call – 013 010 1412

->WhatsApp - 013 010 1412

->Online Portal – https://portal.wow-wifi.co.za

->Email – support@wow-wifi.co.za

 

After Hours (16:01 – 21:00 Mondays - Fridays, Weekends/Holidays 09:00 – 21:00)

->WhatsApp - 013 010 1412

->Online Portal – https://portal.wow-wifi.co.za

->Email – support@wow-wifi.co.za

 

SLA Support – 24 Hours

Call our office number, press 5, and insert your SLA number given to you

 

* If I have a problem how long does it take to get fixed?

We are committed to fix it ASAP, but resolution may be impacted by adverse weather condition, site access restrictions, work load, SLA, etc.