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FAQ - FREQUENTLY ASKED QUESTIONS

GENERAL

How is fibre different from ADSL?

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.

Fibre is way better then ADSL in speed and performance

 

What is an ISP & What is an FNO?

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. 

 

Do you have an Acceptable use policy?

Yes, the acceptable policy is found on our website: https://www.fly.cool/privacy-policy

 

How do I contact customer support?

WhatsApp:  27 11 065 5314 Email: help@fly.cool  Website live chat: www.fly.cool  

 

PRODUCT

How do you apply for fibre?

Check for coverage on our website by typing your physical address in the address line provided.

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

Make payment using the provided link or EasyPay details that will be sent to you on email and SMS to your mobile number. 

You will receive a call from VUMA within 3 working days to schedule your installation.

Once installation has been completed, your services will be activated, and you will have access to the internet!

 

What if my area has no coverage?

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

 

Do I sign a contract?

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

 

What packages do you offer?

20Mbps download & 10Mbps upload

40Mbps download & 10Mbps upload

100Mbps download & 50Mbps upload

 

Can I use my current router?

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.

 

Can I upgrade or downgrade my line?

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.

 

How do I cancel?

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.

 

How can I apply for a second line?

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

 

 

BILLING

Where do I pay for my fibre?

For prepaid easy pay clients: Your account is easily payable at: PEP, PnP, Boxer, Woolworths, Lewis, Game, Makro, Jumbo, Cambridge, Builders Warehouse, Kazang or online using: www.easypay.co.za or on the Easy Pay mobile app or on you Capitec App

Recurring orders client: 

You will be sent an email and SMS with the payment link for PayFast after you have selected your payment method and all you will have to do is complete the PayFast screens.  You can choose from the following dates

  • 1st

  • 16th

  • 21st

  • 26th

 

Can I change from debit order to EasyPay

Yes, contact our customer support team 2 days before your current debit date and request to change to a voucher payment method

 

Can I change my Debit order details?

Yes, contact our customer support 2 days before your current debit date

 

Will I be billed pro rata?

Pro-rata is applicable if you have selected to pay by recurring card (PayFast).  If your line or package gets activated in the middle of a month, you will be billed pro rata for those days.  The calculation will be from the day your line goes active until your next billing day as per your selection.

 

Will I receive a monthly invoice?

 

Contact our customer support and request your monthly invoice

 

TECHNICAL

How do I change my WIFI username (SSID) or password?

Make sure your phone/laptop is connected to your WIFI router 

Open a browser and go to https://192.168.18.1

Login to your Vuma reach router using the details on the sticker (see image below)

Next step -> need more details from Vuma (who have a Vuma router)

 

My internet speed is very slow … Troubleshooting to fix your slow internet:
 

1. Try using different websites. If one particular website is slow, it may simply mean that that website is experiencing a lot of traffic at once.

2. Turn your Wi-Fi router off. Then turn your CPE or ONT (the fibre device mounted to your wall) off. Wait for 5 minutes. Turn the CPE or ONT back on. Then turn the Wi-Fi router back on.

3. Set your Wi-Fi router to auto. If your Wi-Fi router has the setting to choose between 2.4GHz or 5GHz then make sure you select the 5GHz option if the line speed you have ordered from your ISP is greater than 100 Mbps. If your internet speeds have not improved:

4. Run a speed test on our network by following these steps:

 

  • Make sure that no-one or no device in your home is using the internet. A speed test only tests the free capacity in your home. If you run a speed test while streaming at the same time, your results will be skewed.
     

  • Disable your anti-virus and firewall temporarily as these can interfere with your speeds. Be sure to turn these back on once you have completed the troubleshooting steps!
     

  • Unplug the Wi-Fi router from the first port in the CPE or ONT. Plug your laptop via a LAN/Ethernet/Cat5 cable into the first port on the CPE or ONT.
     

  • If you have a Raycore CPE device, run the speed test by going to shop.vumatel.co.za and clicking on Speed Test. You must enable Flash Player. This speed test will test the speed of your connection on the Vumatel network only.
     

  • If you have a Huawei or Zhone ONT device, run the speed test by going to Speedtest by Ookla - The Global Broadband Speed Test. This speed test will test the speed of your ISP connection on the Vumatel network.
     

5. If you are getting the right speeds while connected to the CPE or ONT device, then this means that your fibre line is fine. Your speed issues may therefore sit with the ISP. Please log a ticket with them. If your speeds are confirmed to be fine with the ISP, they might arise from using Wi-Fi or from having multiple devices using the internet at once. We advise that you call in a trusted IT specialist to help you set up your Wi-Fi network in your home in such a way that will allow you to get higher speeds throughout your home. If you have multiple users at home all using the internet extensively, it may also be time to upgrade your speed!

6. Contact the customer support team with the speed test results

 

My internet is down, how can I fix it?

There could number of reasons why your internet is down, here are the few most common reasons:

  1. There may be scheduled or emergency maintenance in your area. This means that the fibre in your area may be damaged for some reason, and we are working on fixing the issue. While we work on the fibre issue, you will have no connectivity

  2. There may have been a fibre break in your area. Sometimes another infrastructure provider may be digging up the sidewalks in the area to lay or maintain their infrastructure. This could include anything from electricity to road maintenance. Occasionally they accidentally cut through the VUMA fibre cables. Repairing a fibre break is a laborious and delicate task and can take at least 72 hours to resolve.

  3. There could be a power outage. Make sure your electricity as well as the plug switch that your CPE (white fibre box on the wall) is plugged into, are both on. If there is no power to this device and your router, then you will have no internet.

  4. There may be damage to your fibre line. Sometimes our pets can't resist chewing cables! If your fibre line has been damaged inside your property, it will need to be re-installed

  5. There are also some technical reasons as to why your internet speeds may be down that are outside of your control. These include some technicalities on the ISP side and can include technicalities on the fibre side. After completing some basic troubleshooting, if your speed issues persist, please contact your ISP directly.
     

TROUBLE SHOOTING TO FIX MY INTERNET

1. Make sure there is no visible damage to your fibre line. If your fibre line has been damaged inside your property, it may need to be re-installed.

2. Turn your Wi-Fi router off. Then turn your CPE or ONT (the fibre device mounted to your wall) off. Wait for 5 minutes. Turn the CPE or ONT back on. Then turn the Wi-Fi router back on.

3. Make sure the power is on at your CPE or ONT as well as at your Wi-Fi enabled router.

4. Unplug the Wi-Fi router from the first port in the CPE or ONT. Plug your computer in via a LAN/Ethernet/Cat5 cable into the first port on the CPE or ONT. Try to visit a website and use the internet while plugged directly into the CPE. If you can now use the internet, the issue may be with your Wi-Fi router. Please contact a trusted IT technician or your ISP for assistance with your Wi-Fi router.

5. Check the lights on your CPE or ONT. These lights can assist you in determining what the problem may be with your internet:

 

I would like to move the router to another location within my house

  Contact the customer support team to log a reinstallation ticket for you.

NB: There might be a possible cost attached to the reinstallations, but the installer will provide more details on the charge, and you will receive a quotation which you need to accept and pay.

 

What is a Wi-Fi repeater?

A Wi-Fi repeater, extender, or booster extends the wireless signal range from the main router to areas where the Wi-Fi signal may be weaker or non-existent. The main router will provide the signal to the repeater. Thereafter, the signal rebroadcasts across a wider area.

How to turn your extra D-LINK router into a Wi-Fi repeater

 

1. Power up the router

  • Plug in the power supply adapter to the router and plug it into an electrical power point.

 

2. Reset the Router

  • Using a pin, reset the second router to factory settings, press and hold the ‘RESET’ button located underneath the second router for approximately 15 seconds to reset it to factory settings.

  • Wait until the lights on the device stabilize

.

3. Configure your second router

Connect to the second router via Wi-Fi or directly via LAN cable.

Connecting via Wi-Fi:

  • Connect your computer to the router's Wi-Fi network.
    You can look for the default Wi-Fi name on the sticker at the bottom of the router.

  • Open the Wi-Fi Network Settings on your device (desktop or laptop) and select the appropriate Wi-Fi name to connect to.

Connecting via ethernet/ LAN cable:

  • Using an extra ethernet cable, plug one point of the ethernet cable into the network port on your computer and the other end of the ethernet cable into any of the LAN ports on the fibre router.

 

Once a connection has been established:

  • Log in to the router’s web-based interface configuration page.

  • Open your internet browser and enter the devices IP address to access the router.

  • Log into the router with the device's username and password:

  • Username: ‘admin’

  • Password: Enter the default password displayed on the sticker under the router.

  • Click ‘Start’ to start the ‘Internet Connection Setup Wizard’.

  • Select ‘Continue’ to configure via the Setup Wizard.

  • In the Connection method drop-down menu, select ‘Wi-Fi’.

  • In the Work mode drop-down menu, select ‘Repeater’.

  • Click ‘Next’.

  • On the LAN page, tick ‘Automatic obtainment of IPV4 address ‘.

  • Click ‘Next’.

  • On the Wi-Fi Client page, select ‘Wireless networks’ at the bottom of the page.

  • Select the Network Name (SSID) you want to repeat.
    You may be required to enter the password.

  • Click ‘Next’ to create the Wi-Fi Repeater profile.

  • The new network name will be the original name with _EXT added to the end.

  • Create the password for the repeater. You can also select ‘USE’ to copy the same access details from the main router.

  • Click ‘Next’.

  • Follow the same procedure for the 5GHz wireless network set up.

  • Click ‘Next’.

  • For security purposes, you will be requested to update the router login details on the Change web-based interface password page.

  • Click ‘Next’.

  • A summary of your changes will appear, click ‘Apply’ to save these settings.

LOAD-SHEDDING / ESKOM POWER OUTAGES AND YOUR INTERNET

We are experiencing several issues due to Eskom’s load-shedding. If you have been affected by load shedding, please read this carefully.

Once power returns, it can take up to 2 hours for the network to normalize and your connectivity to be restored.

You may experience any of the following issues due to load shedding, even after your electricity has been restored:

No power to Fibre ONT device / Red lights on the Fibre ONT box

This can take an additional hour or two to be fully restored.

This is because every connected home in your area is trying to reconnect at the same time – which causes a bottleneck effect on the local networks.

The orange/red light on your router

This means the router was reset and will need to be reconfigured.

Please contact our technical support team on WhatsApp as we will have to help you with this.

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