Question 1

How is fibre different from ADSL?

Accepted Answer

Fibre uses the most recent technology by transmitting data via fast-traveling pulses of light on an optical cable which ADSL is an old slow technology that transmit data copper wire infrastructure which is unreliable and slow in speed.
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Fibre is way better than ADSL in speed and performance.

Question 2

What is an ISP & What is an FNO?

Accepted Answer

ISP is your internet service provider and responsible for your internet.   A FNO (Fibre network operator) is responsible for cabling your neighbourhood and providing the connectivity from your home to their network.

Question 3

How do I contact customer support?

Accepted Answer

WhatsApp: 068 617 3819  (Message only)
Email: help@fly.cool  
Website live chat: www.fly.cool

Question 4

How do you apply for fibre?

Accepted Answer

Check for coverage on our website by typing your physical address in the address line provided.
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You will be advised whether your address has got fibre coverage and after accepting the terms and conditions, you select the product you require and sign up by completing your personal details
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Make payment using the provided link or EasyPay details that will be sent to you on email and SMS to your mobile number. 
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You will receive a call from VUMA within 3 working days to schedule your installation.
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Once installation has been completed, your services will be activated, and you will have access to the internet!

Question 5

What if my area has no coverage?

Accepted Answer

Unfortunately, we cannot install fibre in your area.   Keep checking periodically as Vuma are continuously expanding their network.

Question 6

Do I sign a contract?

Accepted Answer

No, all our services are month to month prepaid services. Your services will remain connected as long as payment has been made.

Question 7

What packages do you offer?

Accepted Answer

FlyLite Packages
20Mbps download & 10Mbps upload
40Mbps download & 10Mbps upload
100Mbps download & 50Mbps upload

FlySmart Packages
50Mbps download & 50Mbps upload
100Mbps download & 100Mbps upload

FlyUltra Packages
200Mbps download & 200Mbps upload
500Mbps download & 200Mbps upload
1000Mbps download & 250Mbps upload

Question 8

Can I use my current router?

Accepted Answer

Your installation comes with a free router unless if you are moving from another Vuma ISP, then, yes, we will activate your current already installed router.

Question 9

Can I upgrade or downgrade my line?

Accepted Answer

Yes, since your services is a prepaid account you can downgrade, upgrade, or cancel upon the end of your already paid cycle with no papers to sign nor questions asked. Our customer support team will gladly assist.

Question 10

How do I cancel?

Accepted Answer

If you are paying using EasyPay vouchers, you will not need to do anything to cancel your service.   If you are paying using a recurring credit card option, then you will need to contact us a day or 2 before your next payment date to cancel your service, if you contact us after your payment date, we will only be able to cancel before your next payment date.
You can also cancel your order by going to our customer self-service portal  https://fly.crm.com/login, login in with your email address and password and request the cancellation there.

Question 11

How can I apply for a second line?

Accepted Answer

A 2nd line is where there is another building on the property and the main house has been connected.   If you live in the separate building, you can apply for a 2nd line based on the landlord approval.  
Contact our customer support team who will assist you until your second line is created and activation is completed. Your proof of address will be required to set up the application with Vuma

CONTACT

WHERE, WHEN AND HOW TO FIND US

FIND US

Rosebank Quarter Building
158 Jan Smuts Avenue
1st Floor, West Wing
9 Walters St. Rosebank
2196

OPERATING HOURS

WHATSAPP US

EMAIL US

FAQ

How is fibre different from ADSL?

What is an ISP & What is an FNO?

How do I contact customer support?

How do you apply for fibre?

What if my area has no coverage?

Do I sign a contract?

What packages do you offer?

Can I use my current router?

Can I upgrade or downgrade my line?

How do I cancel?

How can I apply for a second line?

CONTACT

WHERE, WHEN AND HOW TO FIND US

FIND US

Rosebank Quarter Building 158 Jan Smuts Avenue 1st Floor, West Wing 9 Walters St. Rosebank 2196

OPERATING HOURS

WHATSAPP US

EMAIL US

FAQ

How is fibre different from ADSL?

What is an ISP & What is an FNO?

How do I contact customer support?

How do you apply for fibre?

What if my area has no coverage?

Do I sign a contract?

What packages do you offer?

Can I use my current router?

Can I upgrade or downgrade my line?

How do I cancel?

How can I apply for a second line?

Rosebank Quarter Building
158 Jan Smuts Avenue
1st Floor, West Wing
9 Walters St. Rosebank
2196