Frequently Asked Questions (FAQ)
FAQ Order Process
Voice FAQs & Porting
What do I need to get up and running?
You will need a fibre line supplied by a supersonic open access partner to a box on the pavement or boundary of your property. When an order is placed with supersonic, we will facilitate the connection of this point to the optical network terminal inside your home, to which we will connect your router for you to access the Internet.
Supersonic is not available in my area. Now what?
Use the coverage map to take a look at where fibre lines are planned to be laid in future. If we’re planning to come to your suburb soon, make sure you register to show your interest by entering your details. We’ll call you when we’re in town!
There’s supersonic fibre in my neighbourhood. How long will it take you to set up Internet in my home?
Once you’ve signed up for Supersonic, we’ll be on site within about 14 working days to install a fibre line to your home and get your router and Wi-Fi up and running.
How much data should I sign up for?
One of the great things about supersonic is that you don’t have to worry about running out of data – all our packages are uncapped, unshaped and unthrottled.
What speed should I sign up for?
With supersonic you can upgrade to a higher speed at the click of a button. But all the speeds we offer are pretty fast!
For streaming HD TV, you need a speed of at least 10 megabits per second. Although supersonic offers 4 megabits per second packages, you’ll be happy to hear that we also offer speeds as high as 200 megabits per second – meaning you’ll have no problem streaming TV shows and movies, and connecting multiple devices.
I need help signing up!
Our simple online application process should get you signed up in only a few clicks, but if you prefer to speak to a human, please give us a call on 0861 SUPERS(787 377) and we’ll talk you through the process.
Help! I’ve got a problem. What now?
Don’t stress. We provide technical support from 7AM till 10PM weekdays and will dispatch a technician during working hours at the next available time slot if the issue cannot be sorted remotely.
Call us any time on 0861 SUPERS(787 377)
Or chat to us in your browser – just start typing.
Remember, you will have access to a relationship manager who can help you with specific queries about your account – but there’s always someone to talk to, day or night, so help is always at hand.
Does supersonic service and maintain my network or devices at home?
On the day of installation, supersonic will connect some wireless devices and hardwired devices to ensure that the router is functioning correctly. Should you wish to connect additional devices after the installation, we will assist telephonically to set up a device. Should you still experience difficulties connecting the devices, we would recommend contacting the vendor that supplied the device, or that you get an IT service provider to assist you.
Upgrading, downgrading or cancelling?
We’ve made it so easy.
You can upgrade or downgrade at any time and it will be effective by the following billing month. Just give us a call and we’ll help you through the process.
Please note that the upgrade or downgrade may attract a fee where applicable.
Is this truly a month to month contract?
Yes, the contract works on a month-to-month basis. If you cancel, a pro-rated clawback charge may apply.
Should I decide to cancel with you, will you invoice me for the equipment you installed?
Yes, a pro-rated claw-back charge may apply and the equipment will become yours
Will I get a separate invoice for the fibre line rental from the fibre line provider?
No, supersonic will invoice you for the fibre line as well as the data and/or voice services supplied by supersonic.
If I want to apply for fibre to the home but want to apply in my company’s name, is this possible and if so, is there a different form that I need to complete?
Yes, you may sign up using your company’s particulars. You may substitute the name, surname and identity number for company name and registration. However, business rates for the fibre service may be charged depending on the fibre network provider.
How will supersonic’s billing work and when can I expect my first debit order to be deducted?
Following your router installation, you will be billed pro-rata from the day of the installation until the end of the following month. Your account will be debited at the end of the month that follows your installation month. For instance: When your router installation is completed in March, the pro-rata and April bill is due at the end of April.
Am I allowed to use my own router?
Yes, you may, as long as it’s a broadband wireless router with a WAN port. We will also configure your router at no additional cost, provided it’s done at the same time as the installation.
May I install my own router?
Yes, you can:
- We can supply you with your own PPPoE credentials for you to set up.
- If you have any problems connecting, we can only confirm that your service is live and working and that your credentials are correct.
- Should you not be able to get it set up and running, we can try and assist via remote support, or we can schedule a slot to come to site and assist to get it working. (This would be subject to normal scheduling.)
Do I need a different router/modem than what I was using on my ADSL line?
Generally, yes. The router needs to have a WAN (non-ADSL) port to connect to the fibre CPE. We can always confirm at the time of installation.
What happens if the modem or router you supplied me with breaks?
We can send someone out to check on your equipment and replace it with a new one if necessary. The equipment carries a 12-month warranty. If it breaks because of water damage, lightning strike, or because your two-year old got hold of it, there will probably be an additional cost to repair or replace the equipment.
How are we billed for phone calls?
There are Two options:
- Per-call billing: Calls are billed on a pure per-second basis starting from as low as 55c/min (including VAT).
- Unlimited Bundle: All local, national and mobile calls are covered in this plan. International calls and some special service numbers will be billed separately.
- Special service numbers covered are 0861x and 0860x
- Special service numbers not covered are 0862x, 0867x, 080x, 0880x, 101x, 102x, 109x
How does the unlimited package work?
For R199 (including VAT) you can make as many calls as you like to any local, national or mobile number. International and certain premium numbers will be billed at normal service rates or VAS rates. A fair-use policy of 500 minutes per month may be applied as other users are impeded by excessive use.
What if I decide to go on per-minute billing instead? How will I be billed?
Voice rates are 55c per minute for local, Telkom national and local mobile calls (excluding VAT, as per the application forms).
What is a premium number?
Premium-rate telephone numbers are telephone numbers for telephone calls during which certain services are provided, and for which prices higher than normal are charged. Unlike a normal call, part of the call charge is paid to the service provider, thus enabling businesses to be funded via the calls.
Will I be able to make phone calls over my fibre line?
Yes, you can, by
- using an IP handset (additional purchase) available to buy from supersonic on a once-off purchase or over a 24-month contract.
Please note that we do not provide PBX support or the integration of the PBX into your FTTH connection. This will have to be done by an approved PBX vendor.
Do I need a voice line/number from Telkom?
No. Fibre runs completely independently of your traditional voice line. You may keep your Telkom number (see more on Porting) but cancel with Telkom to enjoy the benefits of VoIP and have one service provider.
What if I don’t have an existing telephone number?
supersonic can supply you with a geographic number free of charge.
What phones do Supersonic supply?
We supply VoIP handsets – either a desk phone (Yealink T21) or a cordless phone (Yealink W52P). These are available for purchase on either a once-off or 24-month contract basis.
Can I have more than one wireless IP handset?
Yes, you can link up to five additional cordless phones to the W52P system. They are available for purchase as single units. We also stock range extenders to boost the coverage of the phones.
Do I have to use supersonic’s phones or can I opt to use my own phones?
You are not obligated to use supersonic’s phones. supersonic can supply you with a list of supported handsets that you can purchase elsewhere.
What is porting and how does it work?
Porting allows you to move from one network to another without having to change your geographical number. We offer our clients the opportunity to move their telephone services from analogue copper to fibre. In so doing clients can expect better quality of service and at a cheaper rate.
Can I keep my existing telephone number?
Yes, you can port your geographical number to supersonic. You will need to ensure that it is not in a cancellation stage, and that your account is paid up to date. Please also ensure that you have no extra functions attached to this line (e.g. fax machines, alarm systems or third-party data devices). We do not advise the porting of your Telkom number if it is being used as a dedicated fax line.
How do I go about porting my number?
Following your supersonic router installation, you will be requested to supply us with a clear copy of your identity document and your most recent Telkom invoice. We will then forward two forms for you to sign and return to us. As soon as we receive these forms back from you, we’ll submit the documents to Telkom and your number will be ported in 7-10 days’ time. A porting cost will apply.
While I am waiting for the porting process to be processed, can I still use my phone?
Yes, you can. You can enjoy using your new VoIP phone supplied by supersonic to make calls, and your number will be displayed as the number you wish to keep. You will, however, still receive calls on your existing Telkom phone.
Would that mean that I can go ahead and cancel my subscription with Telkom?
We do not recommend that you cancel with Telkom until such time that your number has been ported successfully. Should you cancel with Telkom before porting has been completed we will be unable to port your number.