Help Centre

• Banking details cannot be changed for up to 2 days before your debit order date.
• Log into your customer portal online or through the Home-Connect App.
• Select My Account.
• Click Banking Info and update your banking details.

Please ensure your EFT is paid 3–5 business days before your debit order date and use your customer code as the payment reference.

Log into the customer portal or App to retrieve your customer number.

• Log into your customer portal or App.
• Select Billing Information.
• Select Invoice Details for a one-month statement or Statement Receipt for a three-month statement.

• Log into your customer portal or App.
• Select Billing Information.
• Select Balance Check.

• Log into the customer portal or App.
• Select My Service → Transfer of Ownership.
• Select the application number and effective date.
• Enter the new account holder’s details and submit.
• The new account holder will receive an email to complete the transfer.

Please note: transfers can only be done to immediate family members and require a full calendar month’s notice.

1. Click Check Coverage.
2. Enter your full street address or complex / estate name.
3. Select your desired package.
4. Create your application by following the prompts.
5. Once successful, you will receive an application number.
6. Attach a copy of your ID and proof of residence no older than 3 months.

Home-Connect covers installation and activation costs from the Fibre Network Operator. The current FAQ notes a minimum 12-month stay to avoid recovery of these fees, except when moving.

• The current installation SLA is listed as 2–4 weeks.
• The Fibre Network Operator should contact you within seven working days to arrange installation.
• If you are not contacted within seven working days, contact Home-Connect so the order can be followed up.
• After installation, activation can take a further 24–72 working hours.

Provide Home-Connect with the FSAN Number or Object Number. If you cannot retrieve it, send pictures of your installation.

The current FAQ lists an activation SLA of 24–72 working hours, provided there are no issues with the Fibre Network Operator.

1. Go to reach.home-connect.co.za and select Check Coverage.
2. Enter your full physical address or complex name and select the correct address.
3. Select your package and payment method.
4. Register on the portal and make payment.
5. Once payment is made, installation is currently listed as taking approximately 2–4 weeks.

EasyPay: Log into the Home-Connect portal, select Manage Payments and your application number to retrieve your EasyPay number. Payment can be made through EasyPay or at participating retailers.

EFT: Use your customer code as the payment reference.

PayFast: The current FAQ explains that PayFast may retry unsuccessful scheduled payments over a 48-hour period before a Vuma order is cancelled.

The existing FAQ currently lists:

• 30/30Mbps — R238 per month
• 50/50Mbps — R388 per month
• 100/100Mbps — R528 per month

View Zoom Flex options.

1. Check Network Status or the Home-Connect App for outage notifications.
2. If you are not affected by an outage, log into the customer portal or App.
3. Select Support → Add New Ticket → Service Down.

1. Connect to your Wi-Fi network.
2. Open your browser and enter 192.168.3.1.
3. Log into the router admin page using the router’s current admin credentials.
4. Open My Wi-Fi or Wireless settings.
5. Update the Wi-Fi name or password and save the changes.

1. Connect your smartphone to your Wi-Fi network.
2. Download the Home-Connect diagnostics app.
3. Run a network scan and follow the recommended steps.
4. If speeds are still incorrect, provide Home-Connect with the diagnostic key and a screenshot of the speed test results.

1. Log into the customer portal or App.
2. Select My Service → Moving Address.
3. Authenticate via WhatsApp or SMS.
4. Select your application number and confirm cancellation at the old address.
5. Select Go to Coverage and enter your new address.
6. Follow the prompts for the new application.

Take your Home-Connect router with you to the new address.

1. Log into the customer portal or App.
2. Select My Service → Cancellation.
3. Authenticate via WhatsApp or SMS.
4. Select your application number and follow the cancellation prompts.
5. Choose whether to keep or return the router.
6. Review any cancellation charges and authenticate the request.

Once completed successfully, you will receive a cancellation reference number.

The current FAQ states that cancellations require a full calendar month’s notice. A full calendar month runs from the first to the last day of a month, so the request needs to be submitted before the upcoming month begins.

1. Log into the customer portal or App.
2. Select My Service → Service Change.
3. Authenticate via WhatsApp or SMS.
4. Select the line speed you want to downgrade to.

A calendar month’s notice is currently required for a downgrade.

1. Log into the customer portal or App.
2. Select My Service → Service Change.
3. Authenticate via WhatsApp or SMS.
4. Select the line speed you want to upgrade to.

Please expect an invoice for the prorated amount.