Frequently Asked Questions

|Frequently Asked Questions
Frequently Asked Questions2020-04-27T20:34:18+02:00

HOW CAN WE HELP YOU?

We have compiled a list of frequently asked questions to aid you in your search for answers around our business and product offerings.

Click on the relevant section below to get started.

What is the difference between a Fibre Network Operator (FNO) and Internet Service Provider (ISP)?2020-04-17T17:08:22+02:00

An FNO is an organisation that is responsible for the installation and maintenance of the physical fibre infrastructure.

An ISP is an organisation that supplies services, such as data and voice, that work in conjunction with the fibre infrastructure supplied by the FNO.

The FNO is responsible for your line up to the Optical Network Termination (ONT) device, i.e. the black box installed in your home. The ISP manages everything beyond that, including internet support and Wi-Fi assistance.

How long will it take to install your voice solution?2020-04-21T12:42:28+02:00

With no dependency on a connectivity installation, it typically takes 2 weeks from the time the deal has been registered and approved.

How good is the voice quality?2020-04-19T15:58:23+02:00

Voice quality is very good as the throughput required is very low compared to the available bandwidth. This is, however, a best-effort service.

How scalable is the solution?2020-04-19T15:59:58+02:00

The solution is very scalable and dynamic. It can cater for up to hundreds of concurrent calls.

What are SADV’s voice rates?2020-04-21T12:33:29+02:00
CALL TYPE PRICING*
Fixed Line: Telkom
Fixed Line: Other Licenced Operators
Mobile (MTN, Vodacom, Cell C & Telkom Mobile)
International
R0.55
R0.55
R1.00
Available on request

*Pricing is based on per-second billing and VAT inclusive.

What is a PBX system?2020-04-19T16:16:06+02:00

Private Branch Exchange (PBX) is a switching device that allows multiple users to share outside lines for making or receiving calls.

What is cloud PBX?2020-04-19T16:16:53+02:00

Cloud PBX replaces traditional PBX systems with an internet-based voice solution that provides all the functionality.

What are SIP phones?2020-04-21T12:20:51+02:00

Telephones that use VoIP (Voice over Internet Protocol) technology versus traditional PSTN. SIP phones can be hardware or software-based. Hardware operates like a typical telephone and also makes and receives calls using the internet. Software/softphone enables any mobile smart device or computer to be utilised as a telephone by means of a headset with a microphone.

What are the benefits of cloud- based voice solutions?2020-04-19T16:18:46+02:00

Cloud-based voice solutions do away with investment in hardware or maintenance contracts. Resulting in highly reduced costs on calls. In conjunction with a stable internet connection to fully enjoy the benefits.

If I decide to go the hardware option, how does it work?2020-04-21T12:37:04+02:00

Hardware is available for a once-off purchase fee. You can chat with one of our sales consultants for an official quote.

What are some of the features available on SADV’s Hosted PBX solution?2020-04-21T12:40:06+02:00

Our Hosted PBX solution offers a range of features, including:

  • Conferencing
  • Call Transfer
  • Call Forward
  • Call Waiting
  • Call Park
  • Hunt Groups
  • IVR
  • Voicemail
Who do I contact if I am having problems with my connection?2020-04-19T16:21:09+02:00

You can contact our support team on 086 110 4000 or alternatively email support@sadv.co.za.

I have poor signal strength in my home, what do I do?2020-04-19T16:22:29+02:00

Poor signal strength could be due to signal-blocking materials in your home’s walls.

Here are a few ways to improve your signal strength.:

  1. Wi-Fi range extender– This device repeats the wireless signal from your router to expand its coverage. It functions as a bridge, capturing the Wi-Fi from your router and rebroadcasting it to areas where the Wi-Fi is weak or non-existent – improving the performance of your home Wi-Fi.
  2. Ethernet over power- A Powerline network is essentially a wired network with hidden wires. You purchase a basic kit, which comes with two Powerline adapters and two short Ethernet cables. Connect one of the Ethernet cables to your router and the first adapter. Plug it into the nearest power socket and you should see an increase in your signal strength.
What support does SADV provide existing customers?2020-04-21T13:14:36+02:00

We offer email and telephone support between 7a.m. and 10p.m for home users and 24hr support for business users. For home services, you can contact our Support Team on 086 110 4000 or at support@sadv.co.za. For business users, you can contact us on 011 020 1800 or at bizsupport@sadv.co.za.

For home users please allow 24 hours for support requests.

If you work from home, kindly note that our home offering is a best-effort service and does not include an SLA.

How do I perform a speed test?2020-04-19T16:24:28+02:00

Visit speedtest.net, or any other publicly available speed test service. Please conduct all tests via LAN cable directly from the router into the device you are testing with – this will give the most accurate result.

How long will it take to get connected?2021-03-12T08:20:50+02:00

It takes up to 14 working days to install and activate a line. Once the line is installed, a Router is shipped to you to enable the Internet service and Wi-Fi network. This can take up to 3 business days.

 

Is the price of the Fibre line included in the SADV Package price?2021-03-12T13:53:23+02:00

Yes – the price you see, is the price you pay! All Fibre Packages include all associated costs.

 

 

 

Will I have to pay an upfront or setup fee?2021-03-12T13:53:55+02:00

We offer products that include and exclude up-front fees to accommodate various customer needs. Customers who are looking for a lower monthly subscription can choose to pay an upfront fee, while customers who prefer not to pay an upfront fee can choose to do so.

 

 

 

Can I use my current DSL router?2021-03-12T13:54:27+02:00

No. We do not support routers that we do not supply. To ensure that we can adequately support you as a customer, it is important to use the equipment we provide.

 

 

 

Do I need a telephone line to use Fibre?2021-03-12T13:58:42+02:00

Not at all. Your Fibre service has nothing to do with having a traditional telephone line. In fact, you can cancel your phone line and get a voice service over your Fibre line. Contact us for more information about this.

 

 

Who can get Fibre?2021-03-12T13:55:49+02:00

Our Fibre packages are available to anyone in areas that have coverage. Some areas have multiple providers, resulting in more choice and flexibility for you.

 

 

 

What speed should I sign up for?2021-03-12T13:56:17+02:00

It all depends on how many devices you want to connect at the same time and how much data they will use whilst being connected. As a general guide, the following is recommended.

Line Speed Number of Devices Will support
10 Mbps

Occasional User

2-3 devices Email

Web Browsing

Video Calling

Download <10 MB files

SD Video streaming (1 device)

20 Mbps – 50 Mbps

Regular User

4 – 6 devices Above plus

HD Video Streaming

Real-time work from home (multiple devices)

Home Schooling

Download of large files >10MB

100 Mbps – 1 Gbps

Heavy Always on User

> 10 devices HD Video streaming (multiple devices)

Home Office

Home schooling

Multiple large file downloads

 

 

 

 

 

I need help signing up.2021-03-12T13:56:39+02:00

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 011 390 7700 or email us sales@sadv.co.za and we will contact you to talk you through the process.

 

 

How do I upgrade or downgrade my speed?2021-03-12T13:56:59+02:00

Please email us with your request to support@sadv.co.za. Upgrades can be done immediately. Downgrades are scheduled for the 1st of the next month as you pay for your internet service in advance.

 

 

How do I cancel my account?2021-03-12T13:57:42+02:00

Please email us at cancellations@sadv.co.za. One of our agents will be in touch to talk you through the process and to see how we can avoid losing you as a customer. We hate saying goodbye.

 

 

 

What is the difference between Fibre and ADSL?2020-04-23T15:42:45+02:00

ADSL (Asymmetric Digital Subscriber Line) uses telephone lines to transmit data along with copper cables – from the nearest telephone exchange to your home or office. The further you are from the exchange, the slower your speeds will be. Copper cables are also affected by the number of users utilising the internet at a single point in time, i.e. the more Internet traffic, the slower your download speeds.

Fibre Internet uses fibre optic cables to transmit data – meaning that data has the potential to travel at the speed of light and isn’t affected by your distance from the exchange. It can also handle much higher volumes of traffic without your download speeds being affected.

What is the difference between Fibre and LTE?2020-04-19T15:25:00+02:00

LTE (Long-Term Evolution) is a wireless internet connection. It can achieve speeds of up to 50Mbps. However, because it’s airborne’, speeds are more prone to being affected by external factors such as bad weather.

Fibre Internet uses fibre optic cables to transmit data meaning that data has the potential to travel at the speed of light. A more reliable internet connection – it’s not affected by external factors such as bad weather.

Can I get Fibre Internet for my business?2020-04-17T17:56:44+02:00

It depends on whether there is an active fibre infrastructure available in your area. To see whether SADV fibre is available in your area, enter your address in our coverage checker on our fibre-to-the-business page.

What is FTTH?2020-04-19T15:26:02+02:00

Fibre-to-the-home (FTTH) is often used when referring to an internet connection for homes using optical fibre technology. It transfers data from the internet to your device at extraordinary speeds.

Can I get fibre internet?2020-04-19T15:33:55+02:00

It depends on whether there is an active fibre infrastructure available in your area. To see whether SADV fibre is available in your neighbourhood, enter your address in our coverage checker.

Can I keep my number if I move to SADV’s Fibre Phone?2020-04-21T13:23:12+02:00

Yes, we’re able to move your existing number over to our network if it’s a geographical (011, 021, 031, etc) number.

Can I add additional phones around my home?2020-04-19T15:35:12+02:00

Yes, we can provide up to 5 additional handsets.

Are SADV-to-SADV calls free?2020-04-19T15:37:12+02:00

Yes, calls made between SADV customers are free.

What do I need to do to get fibre for my business?2020-04-19T15:39:25+02:00

Check whether fibre is available in your area or enquire on our website and a consultant will call your right back to discuss your requirements.

How long will it take to get my business connected?2020-04-21T13:27:22+02:00

If you’re in a SADV fibre precinct, we can have you up and running within two weeks from the time the deal has been registered and approved. If you’re not in a SADV fibre precinct, it can take anywhere between 30 and 120 days. Kindly contact one of our sales consultants for an accurate installation timeline for your business.

Can I port my existing numbers to SADV?2020-04-19T15:55:47+02:00

Yes, geographic numbers (like 011, 021, 031, etc) can be moved over to our but unfortunately, non-geographic numbers (like 0800, 0860, 0861, 087) cannot be ported at this time.

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