Frequently Asked Questions:
Important:
NEVER RESET YOUR ROUTER – As this will result in a call out fee of R450 plus VAT being charged. We are able to monitor whether the router has been reset and if this is the case it will require for us to send out a technician to reconfigure your router at your expense.
Linteg Fibre
Step 1: Check that the router is plugged in and that the plug is switched on.
Step 2: Check that all the lights are on and stable (not flashing).
Step 3: If not, switch the router off for 2 minutes and then switch it back on.
Step 4: If the lights are red/orange please log a ticket via
Step 1: Email support@lintegfibre.com or call/Whatsapp 010 3000 083
Step 2: Add your physical address, contact details and a description of your query so that one of our awesome resolution agents can assist.
Visit our website to find your location, view our Approved ISP packages and place your order on www.lintegfibre.com/get-connected.co.za
Alternatively, you can contact 010 592 1857 and one of our Customer Care Agents will assist you to find the right package for your online needs.
* Note that installation of the fibre Termination Point is at no cost to you with Linteg Fibre.
* Terms and Conditions Apply
Go to contact page and fill out the register interest form https://lintegfibre.com/contact/. By submitting your interest and getting your neighbours and body corporate on board it aids us in building a business case for your fibre project. We expand our network based on the interest received.
No. We do not shape or throttle our customers’ service in any way. Every ONT is configured the same.
We have found that most of our clients do not abuse their services therefore we have not needed to enforce our Fair Usage Policy. However, Linteg Fibre does reserve the right, and will take whatever steps it deems necessary, to prevent improper or excessive usage of the service. For more details, please see our Terms and Conditions, available on our website Terms & Conditions
Yes. The upload and download speeds on all packages are virtually equal except for the 20/5 Mbps package. Some international locations may show asymmetrical speeds because of the nature of international data networks. Linteg Fibre guarantees the service up to your ONT, we cannot guarantee the service you receive from your Wi-Fi connection to your device.
Home businesses may order a FTTH service, however, clients must acknowledge that FTTH services are best-effort-services.
Technical Support
Please contact Linteg Fibre via telephone: 010 592 1857 or please email us at support@lintegfibre.com with the following details:
- Full name
- Physical address
- Brief description of your query
- Optical Network Terminal (ONT) mac address provider, provided
When you are with one of our ISP’s, all your communication and support needs will come directly from them. Linteg Fibre is legally contracted to the ISP and they will provide all communication between yourself and Linteg Fibre. Linteg Fibre will only get involved in cases where there are issues with the network infrastructure.
Always use http://speedtest.co.za/
Please never use Google, PSN or any other Speed tests, we cannot guarantee their accuracy.
To get the most accurate results on a speed test:
- Test ONLY with the device you are connected to. Disconnect all other devices.
- Preferably, use a device cabled into your router. If not use a laptop and sit as close as possible to the router when testing.
- Disable all APP’s and or programs on the device you are testing with.
- Ensure you are not connected onto any VPN (Virtual Private Network).
- Make sure the device you are testing with can do a High-speed Broad Band test, ensure its CPU and memory are capable.
- Test with different devices, to ensure the issue is not device related.
Please note that our FTTH Service Level Agreement is a best effort service.
There are many external factors that influence your wireless speeds, these are largely out of Linteg Fibre’s control. i.e. interference / congestion / materials used to construct the home building. You can perform a speed test by plugging in an Ethernet cable directly into your computer and initiate the speed test. If the results display a different download and upload speed than the service you ordered, please log a ticket with your respective ISP.
General
Open access implies that multiple internet service providers will be able to sell fibre services over a network infrastructure that was built in your area. As an open access fibre infrastructure provider, Linteg Fibre allows many ISPs to sell from our network.
Shaping generally occurs during peak periods when networks are under strain.
Throttling refers to the reduction of line speeds once a given threshold is reached.
Commonly, a line will be throttled due to excessive use in a calendar month for the remainder of said month.
The internet is open for anyone, but the infrastructure to provide internet services struggles to keep up with demand. To ensure that all customers have the same opportunity to enjoy an online lifestyle, we look at fair usage.
A Fair Usage Policy (FUP) is based on the network capabilities and sets out what constitutes fair usage for each package available.
On a technical level, fibre uses the transmission of light signals through glass fibre cables.
Fibre is capable of much higher speeds than DSL (DSL services come in flavours of ADSL and VDSL with the latter being the latest version capable of speeds up to 40Mbps). Fibre can reach up to 1000Mbps, depending on the package you selected from the services available.
Because fibre makes use of transmission at the speed of light, the signal between points is much faster than DSL and LTE. Therefore, fibre has a much-reduced latency leading to a better online experience. Reduced latency generally affects the speed of downloading emails and files, loading websites, streaming videos, etc.
DSL sends electrical signals along copper cables. DSL is affected by weather conditions. DSL is particularly affected by lightning strikes (and when copper thieves strike).
LTE sends wireless signals between cell phone towers on specific wireless frequencies. LTE is capable of similar speeds to fibre but at a much higher cost for data.
Linteg Fibre ensures that you are placed on a Linteg Test account before the installers leave your premises. Your requested login details will be activated within three to five working business days.
Yes, with our month-to-month contracts you are able to upgrade or downgrade your service by sending an email to your respective ISP and use the subject line related to the request (i.e. subject: Upgrade/Downgrade). These upgrades and downgrades are done free of charge.
- Upgrades: 30-days from notice
- Downgrades: 30-days from notice
To cancel your service send an email to your respective ISP and use the subject line related to the request (i.e. subject: Cancellation). Provide your full name and address of account holder.
- Cancellations: a calendar months’ notice – cancellation period.
Once you have paid any amount outstanding on your account, send your proof of payment to your respective ISP or contact your respective ISP’s accounts department. Your service will be re-activated within two business days.
Submitted your request to support@lintegfibre.com and supply us with the following account holders information:
- Full name
- Physical address
- Brief description of your query
- Optical Network Terminal (ONT) mac address
Assistance will be provided within 48 hours of submission and can take up to 14 business days to investigate and resolve.
Equipment
An Optical Network Terminal (ONT) serves to convert light to data and vice versa, in other words it serves as a modem or router for optic fibre.
VERY IMPORTANT DO NOT, EVER, RESET YOUR ROUTER
Green/Blue/White lights mean connection stable.
Red/Orange lights mean fibre issue.
You should contact support@lintegfibre.com if your lights are red/orange or off on your ONT or router with the following details:
- Full name
- Physical address
- Brief description of your query
- Optical Network Terminal (ONT) mac address
Note: The light flashes all the time, this is 100% normal, the flickering simply means there is traffic or data being transmitted.
Not necessarily. Wi-Fi signals experiences attenuation/interference due to distance from their source just like any other radio.
Wi-Fi coverage can be improved by adding more Wi-Fi termination points or repeaters.
We don’t recommend that you move the termination point since it contains a sensitive fibre connection point and it cannot be disconnected or connected by the average DIY person or building contractor. Should you require a relocation of your termination point, additional charges will apply.
Linteg Fibre strongly recommends that a maximum of three devices be connected via hardwired Ethernet LAN. These should be high throughput devices, such as a TV or PC used for streaming.
Note: the network will become slower as you connect more devices. This is due to the fact that every device needs to be allocated bandwidth.
The router (ONT) and Termination Point (TP – White box connecting to router) both belong to Linteg Fibre. Linteg Fibre advises clients not to take the equipment with them should they move as the equipment will not work at another location.
Check Out Our Awesome Deals!
