Accounts Department, Sales Department, IT Support and Management Team
Monday – Friday (Excluding Public Holidays): 08:00 AM – 16:00 PM
Saturday – Sunday (Including Public Holidays): Closed
Fibre Support, Airfibre Support and Emergency SLA IT Support
Monday – Friday (Excluding Public Holidays): 08:00 AM – 23:00 PM
Saturday: 08:00 AM – 23:00 PM
Sunday (Including Public Holidays): 09:00 AM – 23:00 PM
- Contact details for support are as per the above “Contact Details”
- We are a small business and do not have a call centre that is available 24/7, however, our staff are available Monday to Sunday 08:00 – 23:00 including Public Holidays to assist
- Fibre faults are attended to as per the respective Fibre Network Operator response times
- Everything that comes after the ONT is considered to be your own network. Should you require a Deep South tech to set up your router after the initial setup you will be billed as per our labour rates.
- Labour rates:
- On-site repair (router setup, extender setup, etc.): R550.00 per hour
- Remote Support (Email Issues, app installation, etc.): R250.00 per hour
- Workshop Repair (Laptop, computer repair at office): R450.00 per machine (R100.00 delivery/collection fee)
- Our services are available from Monday to Friday 08:00 – 16:00 excluding Public Holidays
Deep South only offers uncapped services on Airfibre and Fibre networks.
- Fibre Residential services are installed on a “one line per house” basis.
- Customers are prohibited from sharing/reselling their internet to neighbours
- Customers are prohibited from running an ISP/WISP using our internet services
Branch: Cape Gate
Account number: 104 504 8860
Branch Code: 104 509
Payment reference: Your Customer Code/Account Code/Account Number
Deep South uses PayFast as a payment gateway for customers who wish to use a debit order instead of monthly EFTs. Customers are able to opt for the 25th or 27th of each month. PayFast Subscriptions are loaded by the customer using a debit or credit card that has Internet Banking enabled.
- Should customers have opted for the PayFast option, customers will receive an email from PayFast with a “Pay Now” button.
- Once clicked on, the browser on your device will be opened and a page will be loaded requesting your card details to be entered for payment
- Once all the details have been completed and submitted, the payment will be deducted from your bank account and an automatic notification will be sent to Deep South by PayFast
- Once payment has been received via PayFast it will be allocated to your invoice, which you can view via the QuickBooks invoice that you had received and by clicking on “Print or Save” which will take you to an online version of your invoice. Per this online view, you will be able to see if the payment has been allocated to your invoice.
- After your first payment has been loaded you will not be required to follow the same process each month. This is a once-off process unless your bank card expires during the subscription or if your bank card has been blocked
- Airfibre (Wireless Internet) contracts are on a month-to-month basis
- Fibre contracts available:
- 24-month Installation contracts: Openserve and Octotel
- Month-to-month contracts: Openserve and Octotel
- 6-month Installation contracts: Vumatel and Frogfoot
- Fibre contracts are only for the installation fees. The contract requires that the customer stays with us for 24-months in which period we will be covering the installation fee
- However, should we receive cancellation within this period, customers will be liable for the pro-rata amount remaining in the contract period.
- We do not offer contracts other than month-to-month for Airfibre (Wireless Internet) packages.
- The first invoice that will be due on your account will be as per the following:
Fibre Month-to-month: Installation fee + router
Fibre 24-month contract: Router
Airfibre: Installation equipment
The pricing will vary depending on the installation and equipment required
First month’s payment:
- Regardless of the internet service, customers will receive a pro-rata invoice from the date of installation and the date that the service becomes active until the last day of the month, which is calculated as follows:
Price of monthly subscription (divided by) days in the month (multiplied by) the days remaining from activation (equals) Pro-rata amount (Thereafter) Rounded off to closest R1.00
For example, R480.00 (divided by) 31 days (multiplied by) 10 days = R154.8387… (rounded off) R155.00 incl VAT
This pricing may differ depending on the date of activation and the FNO
Payment for the upcoming month
- Should your installation have been done after the 15th day of the month, you will receive the invoice for the upcoming month which can be paid along with the pro-rata, however, it must be paid before the 25th (if fibre) or the 27th (if Airfibre)
- Monthly invoices for all internet services are sent out on the 15th of each month.
- The due dates for services are as follows:
Fibre: 25th of each month if not via PayFast
Airfibre & Other services: 27th of each month if not via PayFast
- Invoices are sent from our invoicing system, QuickBooks automatically.
- Monthly statements are sent out by request as our system does not cater for automatic sending thereof
- All our monthly invoices are payable in advance for the upcoming month
For Example, on 15 June you receive an invoice that is payable before 25 June for the month of July’s internet services.
Installation & Migration Fees
- Installation fees for Fibre:
- Octotel Installation: R1725.00 incl VAT
- Octotel Migration/Reconnection fee: R863.00 incl VAT
- Openserve Installation: R1725.00 incl VAT
- Openserve Migration/Reconnection fee: R863.00 incl VAT
- Vumatel Installation: R1725.00 incl VAT
- Vumatel Connection Fee: R999.00 incl VAT
- Vumatel Migration/Reconnection fee: R999.00 incl VAT
- Frogfoot Installation/Migration/Reconnection fee: R1725.00 incl VAT
- Any price changes implemented by FNOs may impact our prices to customers. We will however inform customers once pricing will impact them
- Contracts signed by customers regarding the service does not prevent price increase changes from being imposed, should our cost from FNOs increase Deep South will be forced to adjust our pricing
- In the event of non-payment by a customer and/or the customer falls behind on payments or payment arrangements, our Accounts staff will reach out to contact customers. Should the customer:
- Be unreachable (after several attempts) by the 3rd of the upcoming month we will be forced to disconnect the line to ensure that we are not billed by the FNO. Customers will be required to settle payments in arrears or agree to payment arrangements and will be held liable for the FNO reconnection fee as per the below:
Openserve and Octotel: R863.00
- For payment arrangements please contact our Accounts Department to set up a plan specifically for your needs
- Once overdue accounts have been settled accounts will be re-activated
- Any invoice disputes must be delivered in writing to firstname.lastname@example.org setting out the dispute and including the date and number of the disputed invoice, the reason for the dispute and the supporting documentation if relevant to the dispute.
- Fibre lines that have been suspended for non-payment will be cancelled with the provider after 30 days, and you shall be notified thereof beforehand. Any reactivation after this 30-day period is at a fee determined as per the above pricing set out.
- In the event of any non-payment in excess of 30 days, in addition to negatively listing your details with Accountability, Deep South may submit such an overdue amount for collection. Any and all costs incurred as such will be for the customer’s account.
- Deep South will not be held liable for any loss, damage or inconvenience suffered by you as a result of any suspension/disconnection of services due to non-payment.
- Cancellation of all services are required before the 25th of each month for the upcoming month to ensure that we are not billed by the FNO as per their terms
Should you submit your cancellation on the 15th of June (before the 25th) your last date of service will be the 31st of July
Should you submit your cancellation on the 27th of June (after the 25th) your last date of service will be 31 August 2021.
- Cancellation must be done via email and must be sent to email@example.com.
Verbal, telephonic or via WhatsApp cancellations received will NOT be processed.
- Should you submit cancellation within a contract term, you will be informed via email of the amount that is required to be settled before cancellation can take place. Cancellations will not be processed unless the contract fee and the account balance (if any) has been settled.
- Should the customer cancel the fibre line BEFORE it is installed, the customer will be held liable for installation charges if work has been carried out by the fibre provider and/or contractor.
On-Premises Fibre Equipment – Customer Premises Equipment (CPE)
- Please note that the ONT, CPE, ATB, ONT power supply and float cable remains the property of the Fibre Network Operator and customers will be held liable in cases of breakage, damage, loss and removal of these devices from the property.
- Any charges received from FNOs for the above will be charged to the customer by Deep South at the same rate
- WiFi routers and ONT power supplies are NOT covered under warranty.
- Should a customer move, the above devices must be left at the property as these devices are registered per HOUSE/Business and not per user.
- Customers are responsible for maintaining the confidentiality of passwords. In the event of a breach of security through your account, you will be liable for any unauthorised use of the service, including any resultant damages, until Deep South has been notified.
- The responsibility of all passwords and other related sensitive information is assumed by the customer, should any additional fees arise from resource consumption due to poor credentials, no fault shall be levied on Deep South.
- Deep South Technicians will NOT keep any WiFi passwords on record for safekeeping and recordkeeping purposes or any other purposes, customers must keep their WiFi password safe by their own means.
Speedtest over WiFi
The service is a best-effort service, Deep South endeavours to ensure customers are receiving optimal speeds while connected via the ONT over LAN cable. Due to limitations of WiFi capabilities, Deep South cannot guarantee speeds over WiFi.
How to run a Speedtest:
- Disable all devices connected to the router. (Including VoIP phones, tablets, cellphones, TV’s, etc.)
- Plug the router directly into the provider’s CPE or ONT via LAN/Ethernet cable into your computer (Note your computer CPU usage must not be over-utilized when conducting the test
- Please do a speed test www.speedtest.co.za
- Customers agree to not send or promote sending spam
- Should you suspect our network is being used to send spam, please email firstname.lastname@example.org
- Deep South Technologies is obligated to take appropriate action where it becomes aware of any unlawful content or conduct
- Airfibre: Upgrades are processed once proof of payment has been received for the pro-rata invoice
- Openserve: Upgrades are processed in 1-2 business days after proof of payment has been received for the pro-rata invoice
- Octotel: Upgrades are processed in 1-2 business days after proof of payment has been received for the pro-rata invoice
- Airfibre: Downgrades require 1 calendar month’s written notice. For example, should you submit cancellation on the 18th of June, your downgrade will be implemented on 1 August
- Openserve: Downgrades require 1 calendar month’s written notice. For example, should you submit cancellation on the 18th of June, your downgrade will be implemented on 1 August
- Octotel: Downgrades require 1 calendar month’s written notice. For example, should you submit cancellation on the 18th of June, your downgrade will be implemented on 1 August
- Cancellations are as per the cancellation section of this document
- Customer submits complaint to email@example.com
- Confirm receipt of complaint in writing on the same day that the complaint is received;
- Complaints must be resolved/declined within 15 business days upon receipt or on an extended time period as agreed in writing with the complainant;
- Ensure that a copy of The Consumer Goods and Services Code of Conduct is available to the complainant and reassure the complainant, that the business will deal with the complaint in terms of this said Code;
- Provide a brief description of the processes to be followed internally as well as by the third party (if applicable);
- Reassure the complainant that the matter will receive the necessary attention it deserves;
- Complete the Complaint Register thoroughly
- The complaint should immediately be channelled/escalated to the responsible person/manager;
- Should the complaint involve a third party, the responsible person/manager needs to notify the relevant stakeholder(s) in writing. The third party needs to revert back in writing pertaining to the steps to be followed and remedies being taken. The responsible person/manager needs to inform the complainant accordingly;
- Please note that on receipt of a complaint the recipient should refrain from justifying or defending the business’s position. This situation should not be viewed as an opportunity to argue with the complainant nor to embark on providing any excuses to discredit the complaint;
- Should the nature of the complaint warrant an extensive investigation into the matter and require further evidence to be gathered that will result in a delayed outcome, the complainant should be notified with the necessary facts and agreed on an extension in writing of the 15-business day period;
- All correspondence with the complainant should be documented to avoid any further disputes between the complainant and the business;
- Ensure that the complainant is informed of his/her right to refer the matter to the Consumer Goods and Services Ombud if the matter is not resolved within 15 business days or the agreed extended period. Contact details of the Consumer Goods and Service Ombud is Tel: 0860 000 272, e-mail: firstname.lastname@example.org, website: www.sgso.org.za and fax: 086 206 1999;
Take note that all complaints should be explicitly documented and communicated on a regular basis to the relevant director, owner or manager for future record purposes. Sound decision-making pertaining to possible risk areas and/or pitfalls can be applied based on these statistics gathered
The above Terms & Conditions may be updated from time to time. For more information please send us an email to email@example.com.