Help Centre

Step 1

Check if the lights on your fibre box (ONT/CPE) show an active fibre connection:

• Green ‘PON’ light for Openserve
• Green ‘Broadband’ light for Frogfoot
• Green ‘Broadband’ light for Metro fibre
• Green ‘F’ or Orange ‘FX’ or Green ‘Broadband’ light for Vumatel
• Green ‘PON’or Green ‘Broadband’ light for Amobia Fibre

Step 2

If the above-mentioned lights are not active.

• Please check your cabling and power adapters. Make sure your Power supplies are plugged in and switched on. 
• Make sure all cables are plugged into place by confirming that the cables are “clicked” in.
• Reboot your router and fibre box (ONT/CPE).

The fibre infrastructure provider installs the fibre cable from the road into your home. These providers include Frogfoot, Vumatel and Metrofibre. On the Amobia fibre network, Amobia technicians will install the fibre connection.

Once you have placed your order with Amobia, the fibre infrastructure provider will call you to set up an installation date. We’d recommend being at home at the time of installation to ensure you agree with the installer on the placement of the cable and ONT device in your home.

This depends on the fibre infrastructure provider and the build phase of your area. On average, this can range from 5 to 40 working days.

But once we know your location, we are able to run a feasibility and give you a more accurate estimate. 

Contact us to find out more about your options.

• First step is to give notice to your existing ISP by logging a cancellation with your ISP. Notice periods will differ depending on your contract, but they are normally 1 calendar month.

• When you have logged your cancellation with your old ISP you should be given a date when your service will end.

• Sometimes the migration does not get processed on time, and, if your old ISP turns off your service you will be left without a connection until Vumatel processes the migration

• Usure your previous ISP logs a cancellation with Vumatel’s portal. Get written confirmation, or else Vumatel will not process the cancellation and you might get stuck without any services.

• Once you know when your current service ends please feel free to place an Amobia order, and let us know the “desired start date”. 

• When the migration takes place we will try to inform you as soon as possible via email, but you might know before we do. Once the migration takes place you will need to either:
Update your router’s WAN/Internet PPPoE configuration. See our router configurations booklet
If your services included a router from Amobia, it should be already configured.

• First step is to give notice to your existing ISP by logging a cancellation with your ISP. Notice periods will differ depending on your contract, but they are normally 1 calendar month.

• When you have logged your cancellation with your old ISP you should be given a date when your service will end.

• Sometimes the migration does not get processed on time, and, if your old ISP turns off your service you will be left without a connection until Frogfoot processes the migration

• Usure your previous ISP logs a cancellation with Frogfoot portal. Get written confirmation, or else Frogfoot will not process the cancellation and you might get stuck without any services.

• Once you know when your current service ends please feel free to place an Amobia order, and let us know the “desired start date”. You are welcome to change the start date with us if things change.

• You are allowed to switch earlier and waive the notice period with your old ISP, but your old ISP will need to provide this consent in writing to their project coordinator at Frogfoot, or else Frogfoot will not process the migration. You will then get an invoice from your old ISP for the notice period and one from us for the pro-rata amount.

• When the migration takes place we will try to inform you as soon as possible via email, but you might know before we do. Once the migration takes place you will need to either:
Update your router’s WAN/Internet PPPoE configuration. See our router configurations booklet
If your services included a router from Amobia, it should be already configured.

• First step is to give notice to your existing ISP by logging a cancellation with your ISP. Notice periods will differ depending on your contract, but they are normally 1 calendar month.

• When you have logged your cancellation with your old ISP you should be given a date when your service will end.

• Sometimes the migration does not get processed on time, and, if your old ISP turns off your service you will be left without a connection until Metro Fibre processes the migration

• Usure your previous ISP logs a cancellation with Metro Fibre portal. Get written confirmation, or else Metro Fibre will not process the cancellation and you might get stuck without any services.

• Once you know when your current service ends please feel free to place an Amobia order, and let us know the “desired start date”. You are welcome to change the start date with us if things change.

• When the migration takes place we will try to inform you as soon as possible via email, but you might know before we do. Once the migration takes place you will need to either:
Update your router’s WAN/Internet PPPoE configuration. See our router configurations booklet
If your services included a router from Amobia, it should be already configured.

The wireless router can handle many users logged in at any one time – but the more active users, the slower the network becomes.

As a rule of thumb, the smaller the line speed, the more noticeable it will become when more connections are active on the wireless router.

It is also advised to install a wireless mesh system if you require a big coverage or many concurrent connection. Mesh systems are design with a bigger wireless network in mind. 
We also recommend that you rate limit public accessible areas connections, for example your wireless network for a coffee shop or waiting room. This will ensure there is no single user that is able use up all your available bandwidth and cause a bad experience for other users.
Some routers also allows you to create a quest network to protect the network.

Contact Us for information or assistance 

Poor Wi-Fi signal could be caused by a number of factors, but there are a few common things you can do to improve your signal:

• Place your wireless router in a clear, central place in your home. A typical indoor Wi-Fi signal has a range of about 30 metres, but this distance can be reduced by a large amount of obstacles (e.g. walls, cupboards) between you and your router.
• If you have a larger area to cover, you may want to buy a Wi-Fi signal extender. This device will plug into a power outlet and relay your Wi-Fi signal over a longer distance.
• Place your router on a desk or elevated shelf; Wi-Fi signal travels better ‘downwards’. A modem should never be placed on the floor as the ground causes a lot of signal interference.
• Keep your modem away from any trees, plants, microwaves, metal objects and any other devices that broadcast a Wi-Fi signal. Also try to avoid having these obstacles between you and your modem while you’re using the Wi-Fi.

Please download our 'How To' guide here:

Basic Router FTTH Setup Booklet or Full Router and Wireless Setup Booklet

You can also contact our 24/7 Customer Support Centre should you need further assistance.

• If your TV or streaming device is using Wi-Fi, ensure that the device has sufficient signal. If possible, move your device closer to the wireless router.
• Hardwire your streaming device to the router, using an ethernet (cat5) cable.
• Disable all other devices connected to your router. Less devices connected can result in more bandwidth available for the stream.
• Reduce the quality of the video. Trying various quality settings can reduce the buffering.
• Reboot your connection by rebooting the CPE and Wi-Fi router. This is done by plugging out the power cable for 10 seconds and plugging it back in.

Changing your wireless password can be done by logging into your router, and navigating to the wireless settings section where you can change the Wi-Fi password.

You can access your router via a web browser by typing in the default IP address of the router (192.168.0.1) into the browser. Once at the login screen, you can use the default password of ‘admin/admin’.

It is advisable to use an ethernet cable to connect to the router if you are unable to connect to the wireless. This will also enable you to login to the router.

You can view a tutorial here: www.tendacn.com

You can also contact our 24/7 Customer Support Centre should you need further assistance.

In Windows 10, you can:

1. Open the Settings app.
2. Go to Network & Internet -> Ethernet if you are using a wired connection. If your network adapter is wireless, go to Network & Internet -> Wi-Fi.
3. Click the link to Change adapter properties.
4. Double-click the adapter for which you need to know the speed.

Note: This will be the theoretical maximum speed that is possible over that medium.

In most cases, you will need a faster router. You will require a router that has a WAN port that can handle speeds of above 100Mbps. This will require your WAN port to Sync at 1000Mbps/1Gbps.

You can check your router specification sheet to see if it references the WAN port to be 1Gbps.

Note:

The Tenda AC6 router will only be suitable for line speeds up to 100Mbps.

The Tenda AC 10 router is suitable for line speeds of 100 -500Mbps.

You will also need to confirm that the devices you are using are able to achieve speeds above 100Mbps.

In most cases, this is not possible. This is because most ADSL routers cannot establish a broadband connection. The majority of ADSL routers can only establish a PPPOE connection via the ADSL port(RJ11).

However, if your ADSL router has an Additional WAN (RJ45) port available for broadband connection, you should be able to use it. But it is also important to check your port speeds on your router to determine if you will be able to achieve speeds above 100Mbps.

You can confirm which of the above pertains to you with one of our sales reps when signing up for Amobia wireless or fibre.

Netflix

Netflix is a streaming service that allows members to watch a wide variety of award-winning TV shows, movies, documentaries, and more on Internet-connected devices. With Netflix, you can enjoy unlimited ad-free viewing of content. There's always something new to discover, and more TV shows and movies are added every month!

Showmax

Showmax is a streaming service that gives you access to loads of movies, series and live sport, on demand, for R99 a month. Sign up to Showmax and get unlimited access to movies, series episodes, live sport, kids' shows and documentaries. Showmax is the biggest local competitor to Netflix in South Africa.

Google Play

Google play enables you to buy or rent Movies from the Google play Store.

YouTube

YouTube is a video sharing service where users can watch, like, share, comment and upload their own videos. The video service can be accessed on PCs, laptops, tablets and mobile phones.

Amazon Prime Video

Prime Video is a video streaming service available for Amazon Prime members. With an eligible Amazon Prime membership, you have access to thousands of Prime Video titles at no additional cost. You also have the option to rent or buy movies and TV episodes not included with Prime Video, as well as to subscribe to over 100 premium channels with Prime Video Channels subscriptions.

Spotify

With Spotify, it’s easy to find the right music or podcast for every moment – on your phone, your computer, your tablet and more. There are millions of tracks and episodes on Spotify. You can also browse through the collections of friends, artists, and celebrities, or create a radio station and just sit back. Options include a premium ad-free monthly subscription and a free version.

Joox

Joox is a proudly South African streaming service, and it gives you instant access to many songs and albums by South African artists – add this one to your library if you want a uniquely local flavour added to your playlist.

RadioSA.org

If you’re looking to stream South African radio online, check out RadioSA – all major South African radio stations (and many of the smaller ones, too) are listed here for your listening pleasure with a high-quality signal

The speeds you can expect will be dependent on the devices being used for the wireless distribution as well as the devices being used to connect and make use of the Internet.

Get in touch with one of our sales representatives for guidance on the correct router for your desired service.

Complaints can be lodged with the ISPA in the following ways:

Telephone: 010 500 1200
Form: https://ispa.org.za/code-of-conduct/complaints-form/
Email: complaints@ispa.org.za
Post: Internet Service Providers' Association (ISPA), PO Box 518, Noordwyk, 1687

In terms of Section 75 of the Electronic Communications and Transactions Act ("the Act") Amobia Communications has designated the Internet Service Providers' Association (ISPA) as an agent to receive notifications of infringements as defined in Section 77 of the Act.

Take-down notices can be lodged with the ISPA in the following ways:

Telephone: 010 500 1200
Form: https://ispa.org.za/tdn/
Email: complaints@ispa.org.za
Post: Internet Service Providers' Association (ISPA), PO Box 518, Noordwyk, 1687

To view and manage your Amobia Internet services, pay your monthly service fees, see network status updates and access our help desk, download the Amobia App for Android via Google Play or for iPhone via the Apple App Store.

Make sure to contact our support team to get your username and password

If you should wish to upgrade your home service you can send us an email at sales@amobia.com or request a service migration via the amobia APP.

Links may be upgraded or thereafter downgraded at any time. Billing will be affected for the highest line speed used during a calendar month (There will be no pro-rate billing).

General terms*:
Home Month to Month Services
Cancellations must be done in writing by way of an email to cancellations@amobia.com. A calendar months’ notice will apply.
A calendar month is calculated from the 1st of a month. The customer remains liable for the full subscription fee during the cancellation (notice) month.

Home 12 Month or 24 Months Services
Cancellations must be done in writing by way of an email to cancellations@amobia.com. A calendar month is calculated from the 1st of a month.
If early termination is requested by the Client, an amount equal to the monthly line rental fee multiplied by the remaining months of the contract term will billed by Amobia in full to the Client the month of the termination request

*Note: Always refer to you contract that you signed as the terms might differ

If you require assistance in selecting a service you can contact us at sales@amobia.com or log a enquiry below to enable our friendly sales staff to assist you in making the decision easier.

View our contact us page for more contact information 

You can also view our guide lines for easy assistance