What is Fibre? What does all that speed mean for me? 2 Minutes: Download an HD episode FIBRE. 4 Minutes: Download 10 music albums

Transcription

1 Get Connected

2 Fibre Explained

3 What is Fibre? ADSL What does all that speed mean for me? 2 Minutes: Download an HD episode FIBRE Fibre is the latest and greatest in fixed line connectivity which links your home to the Internet via fibre optic cables that use light impulses to carry data instead of the traditional copper cables used by ADSL. The light bounces along thin glass fibre tubes at the speed of light which makes it fast, very fast and more stable with less buffering. And since there are no copper cables it s also theft and weather proof. Download a full episode of the latest series in High Definition, before your tea is cool enough to drink. 4 Minutes: Download 0 music albums Update your music library with 0 new albums, before you ve had time to check the soccer score. 6 Minutes: Download a full HD movie Download the latest Blockbuster in High Definition, before you get back with the popcorn. Download times based on 00Mbps line speed 3

4 Why should you get Fibre? SAY GOODBYE TO BUFFERING STREAM LIKE YOU RE WATCHING TV Fibre optic cables use light impulses to speed the information along the Fibre connection. That s why Fibre is so fast and can carry large amounts of data quickly. Fast speeds and reliable connectivity mean that you can live-stream your favourite shows and movies as if you are watching live TV. 4 NO NEED FOR A LANDLINE YOU DON T WANT CONNECT YOUR HOME With Fibre, you don t need to have a landline that you don t use and don t want to pay for. You can make VoIP calls and even retain your existing number. With Fibre, you can connect your entire home to the Internet, including security, smart TVs and gaming units, work at home and connect multiple devices at the same time.

5 WHY JOIN MWEB? BIGBLACKBOX 997 Uncapped PRODUCTS A B DATA DATA SPEED SPEED WE VE BEEN AROUND THE BLOCK ADSL? FIBRE? WE VE LTE? WE VE GOT GOT YOU YOU COVERED HELP IS ON EVERY CORNER WHAT YOU SEE IS IS WHAT YOU GET GAMERS, WE RE ON YOUR TEAM We brought the Internet to SA homes with the Big Black Box back in 997 and we launched Uncapped ADSL locally. We ve seen and done it all on the connectivity journey, so you can be sure we know our stuff. We work with a wide range of Fibre infrastructure providers, so our Fibre coverage map stretches across SA. Fibre, or ADSL, or Capped LTE, or Uncapped Capped or Uncapped we ve got product we ve got options product to meet our options customer s meetneeds. your needs. Literally you can use our self-service tools to check your usage, download bills, or log faults online, or, if you want to chat to one of our seriously knowledgeable and friendly staff you can give our agents a call. Month-to-month to or contract your choice. We ll explain the details when you sign up and we don t hide costs in our contracts, so you ll know exactly what you re signing up for and won t get any nasty surprises when your bill arrives. We prioritise gaming traffic to make sure you get the smoothest experience possible. We host popular games and our Gamezone community supports and encourages local gamers. 5

6 MWEB Milestones 20 years on a journey of connectivity st ISP to offer access to Fon, world s largest WiFi network Launched free WiFi Launched iburst BIGBLACKBOX MWEB was launched Launched ADSL Launched 3G st ISP to offer Uncapped ADSL to SA homes Best ISP Award - Ask Afrika Orange Customer Service Survey people choose MWEB to connect their lives to the Internet Expanded our Fibre footprint to 7 providers 6

7 Fibre choices made easy What Speed Line should I choose? How much Data do I need? Cost per month? Voice: Landline vs VoIP? Who s involved? New Router? 2 3 WLAN WPS DSL INTERNET 4 WLAN Infrastructure Provider Internet Service Provider (ISP) Fibre is fairly new and we know some of the choices and big technical words can make the process seem a bit intimidating. And you may have both infrastructure providers and ISP s (Internet Service Providers) talking to you. MWEB is here to make it easier for you by explaining the choices. 7 LAN WAN DDSL INTERNET MOBILE USB

8 What line speed should I choose? up to 0Mbps 0Mbps - 50Mbps 50Mbps - 500Mbps+ With these speeds, you ll be able to watch YouTube videos, engage on social media and stream your favourite shows and movies in High Definition (HD). You ll also enjoy typical online activities such as browsing, ing, music and banking. Want to replace paid TV and stream your favourite shows and movies? With these speeds, multiple users can enjoy buffer-free viewing, engage on social media, connect multiple devices, game online and work at home sending s and making calls. With these speeds you ll be able to connect everything in your home to the Internet video security systems, music streaming services, working at home, downloading files and video conferencing. Connect your smart TV and stream shows in 4K and play games online with no buffering. The ideal choice for a connected home with multiple people and devices. The speed at which data is moved across the Fibre line is measured in Mbps (Megabits per second). The higher the speed number, the faster the data is transmitted and received. What speed you choose depends on 2 things: What activities you want to be doing online AND How many people and devices will be using the connection at the same time Not sure which to choose? MWEB sales agents are here to help you decide. 8

9 How much Data do I need? up to 00 GB Ideal for - 3 users who only use the Internet for basic online activities such as browsing, s, banking, making calls via VoIP and social media. 200 GB GB Ideal for multiple users who are very active online and are streaming or downloading series and movies and gaming online in addition to typical online activities. 500 GB + Ideal for larger homes with multiple users and devices or those working from home who want to be fully connected and are frequently streaming in HD and gaming online in addition to typical online activities. Data is measured in GBs (Gigabytes). The higher the number, the more data you have available. The data package you choose depends on 2 things. What activities you want to be doing online AND How many people and devices will be using the connection at the same time You can also choose between Capped and Uncapped products. Capped products have a set data limit per month. Once you reach your limit (your cap) your Internet access will be paused until you purchase a booster to top up your Cap. Uncapped products have no data cap. That means that you can access the Internet without reaching a set data cap, but remember your behaviour is subject to product-specific fair usage guidelines which are put in place to manage those who abuse the amount of data they consume to the detriment of others. 9

10 What do I need to know about costs? Cost per month? Worried that Fibre is more expensive than your current connection? Remember to add ALL the costs of your current connectivity type when you are comparing. And remember to consider how many devices are connecting. ADSL costs = Data + ADSL line + Landline rental Fibre costs = cost for line + data HELPFUL HINTS With Fibre, the price you are quoted includes the cost of the line and data with no additional line costs required. Consider how many devices, each with their own connectivity bill, you have. With Fibre you could consolidate all of the individual costs per device into one, by connecting via WiFi. 0

11 Who brings me Fibre? Infrastructure Provider Internet Service Provider (ISP) There are 2 groups involved in getting Fibre to your home, but you choose your product, place your application and are billed for all costs by MWEB. The infrastructure provider These are the groups who physically lay the Fibre cables in your streets. They decide which suburbs will get fibre, when to install and roll out the connections. They also do the installation from the Fibre cables outside of your home into your home. This is done by people called installers. The Internet Service providers (ISPs) MWEB is an ISP These are the groups that connect you to the Internet. ISP s are not infrastructure providers, which means that they don t roll out the actual connections or get to decide where and when Fibre is available.

12 Voice calls: Landline vs VoIP? VoIP (which stands for Voice over Internet protocol), is a way of making phone calls over the Internet instead of using a landline or a cell phone network. With Fibre, VoIP offers a cost-effective way to make calls and say goodbye to the cost of your landline. What do you need to start making VoIP calls? A VoIP number MWEB Talk is MWEB s VoIP product. You will need a VoIP handset or headset When you sign up for MWEB Talk you are given a VoIP number. This is just like the phone number you had and is used when people call you. A VoIP handset looks exactly like a landline phone, except that the cable plugs into the back of your router instead of the wall plug. You can make and receive calls in exactly the same way as you did with a landline. Remember your phone will need to be located near to the router, but you can get cordless VoIP phones to place the handset where you want to. If you want to retain your existing landline number, MWEB can assist you to move this number to MWEB Talk, so that when people dial your old number they will still get hold of you. Take note that the caller ID number will be the MWEB Talk number and not your existing number. Fibre connection A VoIP headset plugs into your desktop/ laptop. When you want to make or receive a call you dial or answer via your computer. You ll only be able to make or receive calls from your computer. Remember to tell your sales agent that you want to sign up for MWEB Talk and let them know if you want to retain your existing number. Your number will only be moved after your fibre is installed. 2

13 Do I need a new Router? WLAN WPS DSL INTERNET TELEPHONE LAN FIBRE Yes because Fibre has a different type of connection to ADSL, you will need a new Fibre-compatible router. Most ADSL routers do not have a Fibre connection. MWEB offers a range of router options. If you have more complex needs than the average household for example you run a small business from home, have a large house with many rooms or live in an older building with very thick walls, let your sales agent know and they can recommend the right router for your more complex needs. 3

14 Get Connected in 4 Steps

15 SIGNUP INSTALLATION SCHEDULING CONNECTION 2 3 WLAN WPS DSL WLAN WPS DSL INTERNET 4 WLAN WPS DSL INTERNET 4 INTERNET WLAN WPS DSL INTERNET WLAN WPS DSL INTERNET 4 FIBRE INSTALLATION: SCHEDULED WLANWPS DSLINTERNET WLAN WPS DSLINTERNET You can sign up with MWEB, via the channel that suits you best call, online, SMS or face-to-face. Alternatively, you can sign-up via octotel.co.za MWEB sales agents will get back to you within 2 days. The actual installation into your home is done by an installer from the infrastructure provider. It takes place via an underground cable, which runs from the edge of your property to your home. Trenching is required to lay the cable. Octotel will contact you directly to schedule your Fibre installation. They will first check the coverage map to ensure that your street address has Fibre. On average it takes up to 2 weeks for Octotel to schedule installation if your house & street & suburb are Fibre ready. If your suburb has Fibre, but not yet your street & house address then it may take 4-6 months while installation rolls out. 5 Once Fibre is installed, you still need to get connected to the Internet via your Fibre router. The router is plugged into the Optical Network Terminator (ONT) which is installed by the infrastructure provider. Router delivery takes 2 5 days once installation is confirmed by the infrastructure provider. For more info visit

16 How do I sign up? CALL US MWEB.CO.ZA OCTOTEL.CO.ZA AGENT 6

17 How do I sign up? You can sign up via: Online at MWEB.co.za Chat to a sales agent on SMS and we ll get back to you Get direct help from one of our sales agents on the ground Alternatively, you can also apply for your Fibre via octotel.co.za If you are already an MWEB customer, you can easily convert your existing product online no forms, no hassle and no fuss. Sales agents can assist you on what product to choose and will check the coverage maps from infrastructure providers to see what the status of your suburb is. CALL US MWEB.CO.ZA OCTOTEL.CO.ZA AGENT HELPFUL HINTS When deciding on which product to choose, consider how many people will be using the connection and what online activities they will be doing. Let your sales agent know if you want to sign up for MWEB Talk (MWEB s VoIP product) and if you want to retain your existing landline number. Confirm the address where you want Fibre to be installed and your delivery address. If these are different let the sales agent know. MWEB sales agents will get back to you within 2 days. 7

18 What happens after I sign up? FIBRE INSTALLATION: SCHEDULED 8

19 What happens after I sign up? MWEB checks your home address on the Octotel coverage map when you sign-up, to determine whether your home can get Fibre. If your suburb has Fibre, but not your street and home, don t worry, you ll still be able to get Fibre but it might take a little longer, as the infrastructure providers need to complete the trenching and laying of cables in your street and to your home. Internet service providers (such as MWEB) have no say in the timing of the process or the decision of which areas to complete first. This decision is made by the infrastructure provider, Octotel. MWEB will keep you updated every step of the way via and SMS. Don t worry if you don t hear from us, we ll keep working in the background to get your Fibre installation scheduled, as soon as the infrastructure provider, Octotel, allows us to. FIBRE INSTALLATION: SCHEDULED HELPFUL HINTS On average it takes up to 2 weeks for Octotel to schedule installation if your house & street & suburb are Fibre ready. If your suburb has Fibre, but not yet your street & house address then it may take 4-6 months while installation rolls out. If you live in an estate or apartment, permission from the body corporate must also be obtained. If they have not already given permission, motivate your body corporate to allow installation of Fibre to take place. Only apply to ISP at a time. If you apply to multiple ISPs, your application will be rejected by the infrastructure provider and cause delays. Don t want to be without Internet? Only cancel your current connectivity product when you have an installation date booked. 9

20 WLAN WPS DSL INTERNET WLAN WPS DSL INTERNET How does Fibre get installed? 20

21 How does Fibre get installed? After you ve signed up for Fibre, an installer will contact you directly to book a date to connect your home. Fibre installation takes place via an underground cable, which runs from the edge of your property to your home. Trenching is required to lay the cable. The Fibre enters your home via a device called an ONT which is connected to your router. WLAN WPS DSL INTERNET Installation costs are invoiced and paid directly to MWEB, but if you agree with the installer to change the location of the connection in your home (e.g. from the lounge to the study), check if there are additional charges to be paid directly to the installer. HELPFUL HINTS 2 3 WLAN WPS DSL INTERNET 4 You can request to see installer s accreditation documents and IDs. When the installer contacts you, take their number and confirm date and time to avoid any inconvenience. We d recommend being at home at the time of installation, so that you and the installer can agree on where/how the cabling will run and where you want the ONT device located. The installer will set up the ONT device, but not the router. If you sign up directly with Octotel you will receive a call from a MWEB agent to confirm your application before installation can take place. 2 On average it takes up to 2 weeks for Octotel to schedule installation if your house & street & suburb are Fibre ready. If your suburb has Fibre, but not yet your street & house address then it may take 4-6 months while installation rolls out.

22 2 3 4 WLAN WPS DSL INTERNET WLAN WPS DSL INTERNET WLAN WPS DSL INTERNET How does Fibre get installed if I live in an apartment block or complex? 22

23 2 3 4 WLAN WPS DSL INTERNET WLAN WPS DSL INTERNET WLAN WPS DSL INTERNET How does Fibre get installed if I live in an apartment block or complex? You need to approach your Body Corporate to get their permission for the Fibre installation onto the property Octotel then needs to submit installation plans to your Body Corporate, for their approval. The actual Fibre installation from the street curb to your apartment building (or homes in your complex) via multi-dwelling distribution box (MDU) normally takes about 0 days and is free of charge. Once Fibre has been installed in your building, your Body Corporate needs to sign-off on the installation. You can then book the installation from the MDU box to your actual apartment or home in a complex, via The installation normally takes between 2-4 hours. The installer will set up the ONT device, but not the router. HELPFUL HINTS You can request to see the installer s accreditation documents and IDs. When the installer contacts you, take their number & confirm date and time. Ensure that you re at home at the time of installation, so that you can agree on where the cabling will run and where you want the ONT device located with the installer. Timing is dependent on the infrastructure provider and Body Corporate approval. 23

24 2 3 4 WLAN WPS DSL INTERNET Fibre is installed how do I connect? Your ONT device has been installed. Get connected to the Internet by connecting your ONT device to the Fibre router and completing the set up. If you have chosen to use a VoIP handset, then you need to connect it to the router. Router delivery can take 2 5 days once installation is confirmed by the infrastructure provider. HELPFUL HINTS You can t select the day on which your product is active. Your product is active from the day that your installation is confirmed by the infrastructure provider. To complete set up, you ll need your MWEB address and password. These were mailed and SMS ed to you. Didn t get them? give your sales agent a call. MWEB s step by step instructions on how to set up the router and your WiFi can be found at or contact our tech support agents. Existing MWEB customers who are converting their ADSL products will automatically have their product changed, but if your ADSL line is not with MWEB you ll need to cancel directly with the provider. 24

25 2 3 4 WLAN WPS DSL INTERNET How do I connect? WALL OUTLET FIBRE ONT ROUTER 4 VOIP HANDSET 3 Connect the Fibre cable to the ONT device. This is normally done by the infrastructure provider installer Use a Lan cable to connect the ONT to the Fibre router. Use another Lan cable to connect the Fibre router to your laptop/ desktop. Once you have set up WiFi, you can remove this cable and connect all devices via WiFi. If you have a VoIP handset, connect it to the Fibre router. In some cases, such as apartments or flats, there may not be an ONT device and only a Fibre cable. If so, plug this cable into the Fibre router. 25

26 Need help? Don t worry! Our friendly agents are here to help 5:5 92% Been connected and need help getting started? We will keep you updated along the way via SMS and . Alternatively, you can track your order online by logging into the LOG IN section on the MWEB website (mweb.co.za). Don t worry if you don t hear from us right away, the process can take some time and is dependent on the specific infrastructure provider. We will continue to follow up with them and do our best to move the process along as quickly as we can. MWEB Following up? Give us a call Monday to Friday between 8am - 5pm on Select option & then option Log a ticket on My Account and a Tech Support agent will get back to you. Or give our Tech Support agents a call on They are available Monday to Saturday 8am - 8pm & Sundays 0am - 8pm. Or go to Howto/Fibre for easy-to-use self-service guides. 26