Questions? Start here.

Start with the coverage page or send EdelNet your exact installation location. A map result is only an initial indication: fixed-wireless service must still be confirmed against the specific building, mounting position, line of sight and available network capacity.

Wireless coverage can change over a short distance because of hills, trees, buildings and the direction of the nearest suitable tower. A street or suburb name is often not accurate enough, particularly on farms and rural properties.

No. Coverage circles show the approximate service area around a tower. Final approval depends on a successful signal assessment, usable line of sight, a safe mounting point and capacity on the serving tower.

EdelNet reviews the location and selected package, contacts you if more information is required, and arranges a site assessment where necessary. If the property is serviceable, you will receive confirmation of the installation requirements and applicable costs before work proceeds.

The appointment time depends on access, roof or mast requirements, cable routing and signal alignment. Straightforward installations can normally be completed in one visit, while difficult or non-standard sites may require additional equipment, work or a follow-up appointment.

A typical installation uses a small outdoor radio or antenna, its mounting hardware, an indoor power unit, cabling and a Wi-Fi router where included in the accepted quotation. The final equipment and installation method depend on the property.

A standard new fixed-wireless installation currently starts from R2,950 once-off. Tall masts, difficult roof access, long cable routes, trenching, network extensions, special brackets, additional access points and other non-standard work may cost extra. Your accepted quotation is the final price.

Yes. The customer must obtain any required landlord, property-owner, body-corporate or estate permission before installation. EdelNet may require written confirmation before drilling, mounting equipment or routing cables.

A capped package includes a fixed monthly data allowance. An uncapped package has no stated monthly data allocation for ordinary use, but remains subject to the selected speed, acceptable-use rules and reasonable network management.

Choose according to the number of users, devices and activities in the home or business. Email and messaging use relatively little capacity; streaming, cloud backups, video calls, cameras and large downloads need more. EdelNet can recommend a package after learning how you intend to use the connection.

It is the highest access speed associated with the package, not a promise that every device will achieve that speed at every moment. Actual performance is affected by signal conditions, tower and backhaul load, local Wi-Fi, device capability, other users on the connection and the server or service being accessed.

No. EdelNet fixed wireless normally uses a dedicated radio installed at your premises and aligned to a suitable EdelNet tower. Your devices then connect through the router. It does not rely on placing a mobile SIM in a phone and using ordinary cellular coverage.

Yes, subject to technical availability. Send the request in writing. Upgrades may be activated once confirmed; downgrades ordinarily take effect at the end of the current prepaid service period.

The connection is shared by all active devices. If several people stream, download, back up files or make video calls at the same time, each device receives a portion of the available capacity. Wi-Fi signal quality also varies from room to room.

No. Uncapped describes the absence of a stated monthly data allowance for ordinary use. The package still has a maximum line speed and remains a shared best-effort internet service.

The EdelNet link brings internet service to the router. Wi-Fi is the local radio signal between that router and your phone, television or computer. A weak Wi-Fi signal in one room does not necessarily mean the outdoor EdelNet link is faulty.

Walls, distance, metal, appliances, neighbouring networks and the device itself can weaken Wi-Fi. Moving the router, adding a properly installed access point or mesh system, or using Ethernet for fixed devices may improve indoor coverage.

Use a capable computer connected directly to the main router by Ethernet, pause downloads and streaming on all other devices, disconnect VPN software and test against a suitable nearby server. Record the date, time, result and whether the test was wired or wireless.

The website, streaming platform, gaming server or route beyond EdelNet may be congested or experiencing a fault. Test more than one reputable service before concluding that the internet connection itself is slow.

Yes. A site may require additional wired access points, a mesh system or a purpose-designed local network. These are separate from the outdoor wireless link and may require an additional quotation.

They can. Fixed wireless works best with a clear radio path. Growing trees, new structures, moved antennas or severe changes around the property can reduce signal quality and may require the equipment to be realigned or relocated.

Yes. Recurring connectivity packages are prepaid unless your accepted quotation expressly states otherwise. Payment is therefore due before the service period begins.

Publicly advertised consumer package prices are inclusive of VAT unless clearly marked otherwise. Equipment, installation, labour, travel and third-party services may be quoted separately.

EFT and approved debit-order payments are preferred. Always use the correct customer or invoice reference. Cash or cheque deposits that cause bank handling charges may result in those disclosed charges being added to the account.

The service may be restricted or suspended after the applicable notice and account process. Outstanding amounts remain payable, and a reconnection fee-currently R150-may apply before service is restored.

Send the invoice number, the amount you dispute, the reason and any supporting proof to EdelNet in writing. Pay any undisputed portion by the due date and keep the reference number or acknowledgement supplied for the query.

Unless your accepted quotation says otherwise, give one full calendar month’s written notice through an authorised EdelNet channel. Cancellation is only recorded once EdelNet acknowledges it and confirms the effective date. Charges remain payable through the notice period.

A pause is not automatic. Contact EdelNet before the next billing period to ask whether a suspension or seasonal arrangement is available for your package. Any approved terms, minimum charges and reconnection requirements should be confirmed in writing.

Equipment expressly sold and fully paid for belongs to the customer. Loan, rental, managed or free-to-use equipment remains the property of its owner. Your quotation or invoice should identify what has been sold and what must be returned.

Normally not. Monthly package fees do not automatically cover repairs, insurance, customer-side damage, local-network work or replacement of customer-owned equipment. Warranty and statutory rights still apply where relevant.

Only if the serving network infrastructure and all required equipment at your premises remain powered. EdelNet high sites use backup systems, but their runtime is finite. You must also provide backup power for your CPE power unit, router and any devices you wish to use.

Use suitable surge protection and backup power, keep indoor equipment dry and ventilated, do not pull or sharply bend cables, and do not move or realign the outdoor radio. Customer-owned equipment should be appropriately insured.

No. Moving, opening, resetting or realigning the outdoor radio can break the connection or affect the network. Contact EdelNet before any roof work, renovations or relocation.

The existing service cannot simply be assumed to work at another address. EdelNet must check coverage and capacity at the new location, and relocation, removal or reinstallation charges may apply.

Confirm there is power, check that the power unit and router cables are secure, look for unusual or missing indicator lights, and test more than one device. Do not factory-reset or realign equipment unless EdelNet support specifically instructs you to do so.

Provide the account holder’s name, installation address, contact number, when the problem started, whether all devices are affected, the equipment-light status, any recent power event or building work, and the troubleshooting already completed.

A call-out may be charged where the fault is caused by customer-owned equipment, indoor Wi-Fi, damaged cables, power problems, unauthorised changes, third-party work or another item outside the EdelNet network and applicable warranty. Charges should be explained before non-emergency work proceeds.

No internet provider can promise uninterrupted service. Maintenance, equipment failure, fibre or backhaul faults, severe weather, power problems, theft, vandalism and circumstances beyond reasonable control can cause interruptions. EdelNet remains responsible for investigating and addressing faults within its control.

Use the Tools page for router, Wi-Fi, DNS, email and general troubleshooting guides. If a guide does not resolve the issue, contact support with the test results and relevant account details.

No. VoIP requires power, a functioning internet connection and working configured equipment. Keep a charged mobile phone or another communication method available for emergencies.

Number availability and porting depend on the number type, current provider, accurate documentation and applicable provider rules. Do not cancel the old service until EdelNet confirms that the port has completed.

Yes. EdelNet offers hosting and email services with package-specific storage and features. Domain registration, migration, backups, mailbox setup and development work may be separate services depending on the quotation.

Yes, subject to an assessment of the existing cameras, recorder, cabling, power, passwords, licences and equipment condition. EdelNet can recommend repairs, compatible replacements or a managed solution after inspecting the system.

EdelNet works with Hikvision camera solutions and can design conventional wired or suitable wireless links for homes, businesses and rural properties. A survey is needed because camera placement, night visibility, storage, connectivity and power requirements differ at every site.

EdelNet works with a development partner to assist clients with business websites, e-commerce stores and custom web systems. Design, content, domains, hosting, maintenance and paid third-party features are defined in the project quotation.