- 063-519 6125
- sales@anofibre.co.za
Terms & Conditions
Terms of use
General Terms and Conditions
African Network Operators
NOTICE OF CERTAIN TERMS AND CONDITIONS
THIS AGREEMENT CONTAINS PROVISIONS, WHICH ARE RECORDED IN A SIMILAR FONT TO THIS CLAUSE, AND WHICH PROVISIONS MAY HAVE THE EFFECT OF....
(I) LIMITING AFRICAN NETWORK OPERATORS’S LIABILITY OR RISK OR THAT OF A THIRD PARTY AND/OR
(II) PLACING RISK OR LIABILITY ON THE CUSTOMER AND/OR
(III) OBLIGING THE CUSTOMER TO INDEMNIFY AFRICAN NETWORK OPERATORS OR A THIRD PARTY AND/OR
(IV) CONSTITUTING A POSITIVE ACKNOWLEDGEMENT BY THE CUSTOMER OF ANY FACT.
BY MAKING USE OF THE SERVICE(S) AND / OR PRODUCTS, YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.
General
1. African Network Operators PTY LTD offers internet to customers.
2. African Network Operators determines the most suitable technologies to provision internet services over the fibre network to meet its commercial requirements.
3. The African Network Operators terms and conditions as detailed herein are subject to change from time to time. The amended terms will be uploaded to the African Network Operators website.
4. The amended terms will be deemed incorporated into the agreement and bind the subscriber from the date the amendment was uploaded on the website.
5. Any change to the African Network Operators terms and conditions will be available to the customer upon request and also be available on the African Network Operators website.
6. African Network Operators has partnered with 3rd Party Network Providers to provide the network infrastructure through which African Network Operators offers services as an Internet Service Provider (ISP).
7. The detailed African Network Operators Fibre data and voice offering is available at www.anofibre.co.za
8. The African Network Operators Fibre service is subject to:
8.1. African Network Operators’s Standard contract terms and conditions.
8.2. African Network Operators’s Fair Usage Policy which is contract dependent.
8.3. Additional service or device specific terms and conditions mentioned below.
9. African Network Operators shall remain the main point of contact for all African Network Operators customers on 3rd Party Network Providers.
10. Where there is any conflict between any other terms and conditions mentioned and the African Network Operators specific terms and conditions, the additional service or device specific terms and conditions shall prevail.
Provision of Services
11. African Network Operators can only provide the African Network Operators service where there is a African Network Operators network presence or a 3rd Party Network Provider that has partnered with African Network Operators.
12. African Network Operators will only be able to provide an African Network Operators service to fibre coverage as declared by 3rd Party Network Providers; if a specific location is not declared by the 3rd Party Network Provider as being within fibre coverage, then African Network Operators will not be able to provide a fibre service
13. Zoom Fibre, Metrofibre Networx and Hyperhood, are the African Network Operators Fibre 3rd Party Network Providers.
14. African Network Operators does not warrant the accuracy of the 3rd party Network Provider’s fibre coverage at a specific location therefore the provision of services will be subject to the 3rd Party Network Providers verifying the coverage details after the order has been placed with African Network Operators.
15. If the 3rd Party Network Providers provides feedback that the address is not within the fibre covered area after the order has been placed with African Network Operators, African Network Operators will not be able to continue with the installation of the African Network Operators service.
16. The African Network Operators Fibre service is only available in selected urban areas.
17. African Network Operators will only build a fibre network in a specified area if there is sufficient commitment from prospective customers.
18. The provision of the African Network Operators Fibre service is subject to credit vetting and the successful conclusion of an African Network Operators Fibre service contract with the customer.
19. The African Network Operators Fibre service is available as a 24 month postpaid, 12 month prepaid and month-to-month prepaid service contract.
20. The African Network Operators customers who are offered African Network Operators Fibre Services on 3rd party Network Providers shall only be able move to a different Network Provider on condition that the existing African Network Operators Fibre service is cancelled and the balance of contract has been paid in full. Customers on a Month Month service can only be cancelled if all outstanding monies due are paid in full and the Customer pays a 3 (Three) month Subscription cancellation fee which is due before the customer receives a letter of release.
21. The African Network Operators Broadband Uncapped & Capped price plans are available on either asymmetrical or symmetrical bandwidths depending on the speed supported by the network infrastructure provider.
22. AFRICAN NETWORK OPERATORS DOES NOT WARRANT AN UNINTERRUPTED AFRICAN NETWORK OPERATORS FIBRE SERVICE AND DOES NOT OFFER QUALITY OF SERVICE, UPTIME AND THROUGHPUT GUARANTEES.
23. African Network Operators shall endeavour to maintain the African Network Operators Fibre network and the African Network Operators Fibre service to the best of its ability.
24. A customer may not resell the African Network Operators Fibre service or use the African Network Operators Fibre service for any commercial activities or where the service is on sold to other users.
25. African Network Operators reserve the right to terminate any customer’s African Network Operators Fibre service if it is found that the customer is reselling the service or using the African Network Operators Fibre service for commercial activities.
Commencement and Duration
26. The African Network Operators Fibre service contract start date shall be the customer account activation date.
27. The African Network Operators Fibre service contract shall remain in force for the contract period (i.e. 24 months or 12 months), where after it shall continue on a month to month basis, until it is either renewed for a further period or terminated by either party on one calendar month written notice to the other. If a Prepaid service is ordered, the payment of the monthly service fee will be made upfront by the customer. The services will then be activated within a 6 hour period for the duration of the calendar month
28. In the event that any African Network Operators Fibre service is discontinued for any reason prior to the expiry of the initial period, such discontinuation, along with the migration options or alternatives available to the customer will be communicated to the customer on reasonable prior notice.
29. Any African Network Operators Fibre service contract which includes free or discounted customer equipment can only be renewed or cancelled without any penalty after the initial contract period.
30. When an African Network Operators Fibre service contract is terminated during the initial contract period, an early cancellation penalty will apply, equivalent to all of the remaining subscriptions due for the initial period.
Service offering and pricing
31. African Network Operators reserves the right to adjust and amend the service offering and pricing from time to time.
31.1. The African Network Operators Fibre Broadband pricing is area and Fibre Network Providers (FNO) specific.
32. Any adjustments or amendments to services and pricing or additional services will be communicated on 30 days written notice or such other reasonable notice period as the circumstances require.
33. A customer may purchase the African Network Operators Fibre services on the following channels:
33.1. African Network Operators Fibre portal available at www.anofibre.co.za
33.2. African Network Operators Fibre Customer Support (063 519 6125).
33.3. Contacting our sales team by emailing sales@localhost
34. A customer has the option to purchase the following services:
34.1. African Network Operators Fibre Broadband offering data connectivity with Internet access.
35. The African Network Operators Fibre Broadband uncapped FUP (fair use policy) limit and data allocation is valid for one calendar month if applicable.
36. The African Network Operators Fibre Broadband order of consumption on capped data is based on expiry date of the bundle if applicable. The data bundle that expires first, is the data bundle that gets consumed first.
37. African Network Operators Fibre customers will receive an invoice via email by the 7th of the month following the bill date (1st of the month) for the contract period of 24 months, 12 months or month-to-month. The first African Network Operators Fibre bill will be comprised of the pro-rated amount for the relevant month.
38. African Network Operators Fibre monthly subscription will be billed in advance.
39. The African Network Operators Fibre pricing as specified at www.anofibre.co.za is subject to change from time to time and new pricing will be communicated to the customer upon 30 days written notice or such other reasonable notice period as the circumstances require. All products will be subject to a mandatory yearly price increase of up to 10% on non-promotional products that will become effective on 1 March annually.
Installations
40. African Network Operators will appoint an approved installer to install the African Network Operators Fibre service at the customer’s premises.
41. The approved installer will require reasonable access to the customer’s premises.
42. The approved installer will install the African Network Operators Fibre service in accordance with the detailed installation guidelines for a standard installation as per the 3rd Party Provider Fibre Installation Schedule.
43. The detailed installation guidelines will include the maximum installation specifications that will be included in a standard installation.
44. If the African Network Operators Fibre service installation exceeds the standard installation specifications, then any additional installation expenses will be for the customer’s account
44.1. Any additional installation expenses will be settled directly with African Network Operators or with the approved installer.
44.2. The installation will be deemed fully operational if the approved installer successfully tests the African Network Operators Fibre service with the Customer Premises Equipment (CPE) provided by African Network Operators as part of the African Network Operators Fibre service contract.
45. The approved installer will not test the installation’s operational status with any other CPE than the CPE provided by African Network Operators or the equipment placed by the approved installer.
46. The customer undertakes to maintain the installation, including all equipment provided, in good order including environmental considerations as detailed in the African Network Operators Fibre Service Schedule.
47. The customer may not move or alter the African Network Operators Fibre service installation and must notify African Network Operators if there is a need to move or alter the installation.
48. Only an African Network Operators approved installer may move or alter an African Network Operators Fibre service installation.
49. The customer is required to sign the Customer Acceptance Certificate after installation of the service and equipment. In the event that the customer is not physically present at the time of installation and is therefore unable to sign the Customer Acceptance Certificate, it will be the duty of the customer to do so at his earliest convenience but no later than 48 hours post installation. The signed Customer Acceptance Certificate needs to be emailed to customersupport@localhost. In the event that African Network Operators does not receive a signed Customer Acceptance Certificate within the stipulated 48 hours, the service will be deemed to be accepted and the service billable to the customer.
Non-standard Installation
50. A non-standard installation for African Network Operators network applies to cable length in excess of 40 (forty) metres.
51. The African Network Operators approved installer will survey the customer premises to determine the customer’s preferred route and whether non-standard installation charges are applicable.
52. A non-standard installation shall entail the drop length that exceed the standard installation metres.
53. African Network Operators will only bill the non-standard installation charges as a once-off.
54. Customers will be liable for any amount over and above the standard installation charges on the installation of the ONT or Switch which is limited to a specific linear metre as indicated below:
54.1. Installations on the Zoom Fibre network are limited to 40 metres; the customer will be liable for any installation over 40 metres at a rate of R 200.00 (Incl. VAT) per linear metre.
54.2. Installations on Metrofibre network are limited to 15 metres; the customer will be liable for any installation over 15 metres at a rate of R 182.40 (Incl. VAT) per linear metre. Over above this, Metrofibre charges a once off fee of R1500 in some areas and R2500 for Kyalami and agricultural areas.
54.3. Hyperwood fibre installations to the home are not limited to a specific metres; therefore customers taking up a on these networks will not incur additional charges on installation.
54.8. Installations on the TT Connect network are limited to 15 metres; the customer will be liable for any installation over 15 metres at a rate of R 173.00 (Incl. VAT) per linear metre.
54.9. Customers on the Waterfall Access Network will be liable for the ONT installation fee and customers will pay it directly with Waterfall Access network. The once off installation fee of the ONT for Waterfall Equestrian Estate installation is R7999 (excl. VAT), however other areas will be billed R5199
55. The African Network Operators non-standard installation charges will be billed on following month African Network Operators Fibre bill.
56. If the customer cancels the African Network Operators Fibre service after the installation of the ONT by the Network provider then the customer will be liable for non-standard.
Customer Equipment
57. The following equipment related to the African Network Operators Fibre service will be installed at the customer’s premises:
57.1. An Optical Network Terminal (ONT) that forms part of the African Network Operators fibre network or 3rd Party Network Provider.
57.2. A CPE with Wi-Fi capability, more commonly known as a router.
58. The ONT remains the property of African Network Operators or 3rd Party Network Provider at all times.
59. The CPE will form part of the African Network Operators Fibre service contract.
60. After the African Network Operators Fibre price plan initial contract period (24 month or 2 consecutive 12 month price plans), the CPE and any other customer equipment (excluding the ONT) becomes the property of the customer. A customer on month-to-month will own the CPE if they have been on the month-to-month price plan for 24 consecutive months.
61. A two-year warranty will apply to all customer equipment provided by African Network Operators.
62. If customer equipment is swapped out by an approved installer as part of fault management, the warranty of the replacement customer equipment will be valid for the balance of the African Network Operators Fibre service contract period.
63. The customer gives African Network Operators permission to configure the router for additional Service Set Identifier’s (SSID’s) to enable supplementary services.
64. Any use of a customer’s router for additional SSID’s will be at no charge to the customer and will not impact the customer’s service
65. African Network Operators will not provide the username and password of the CPE device to the customer because the CPE device is remotely managed by African Network Operators.
Service interruptions
66. African Network Operators will endeavor to limit service interruption occurrences to the African Network Operators Fibre service and the length thereof.
67. In the case of a service interruption in the African Network Operators Fibre service, African Network Operators will deploy technical teams to address any network faults.
68. If a customer detects a service interruption in the African Network Operators Fibre service, the customer has to notify African Network Operators customer care of the interruption.
69. If the service interruption in the African Network Operators Fibre service is traced to a customer’s African Network Operators Fibre installation or customer equipment, then African Network Operators will endeavour to rectify the fault remotely, failing which a service team will be dispatched to the customer’s premises to address the fault.
70. If in the event of a service interruption in the African Network Operators Fibre service a service team is dispatched to the customer’s premises and it is found that the service interruption is attributable to the customer’s actions, then African Network Operators will charge the customer the applicable rates for dispatching the service team to rectify the service interruption.
Liability
71. AFRICAN NETWORK OPERATORS ACCEPTS NO LIABILITY FOR ANY LOSS OR DAMAGE TO THE PROPERTY OR EQUIPMENT OF THE CUSTOMER ARISING OUT OF THE PROVISION, INSTALLATION OR MAINTENANCE OF AFRICAN NETWORK OPERATORS’S FIBRE SERVICE, EXCEPT WHERE SUCH LOSS OR DAMAGE TO THE PROPERTY OR EQUIPMENT IS CAUSED DUE TO THE GROSS NEGLIGENCE OF AFRICAN NETWORK OPERATORS OR ITS AGENTS. AFRICAN NETWORK OPERATORS ACCEPTS NO LIABILITY FOR ANY LOSS OR DAMAGE TO THE EQUIPMENT OF THE CUSTOMER ARISING OUT OF THE CUSTOMER’S USE OF THE CUSTOMER EQUIPMENT.
72. AFRICAN NETWORK OPERATORS ACCEPTS NO LIABILITY FOR ANY LOSS OR DAMAGE ARISING OUT OF THE USE OF THE AFRICAN NETWORK OPERATORS FIBRE SERVICE, INCLUDING LOSS OR DAMAGE DUE TO USING THE INTERNET AND/OR TRANSFERRING FILES AND CONTENT.
Fair Usage Policy
73. AFRICAN NETWORK OPERATORS DOES NOT IMPOSE A FAIR USE POLICY (FUP), HOWEVER, AFRICAN NETWORK OPERATORS RESERVES THE RIGHT TO USE A FAIR USAGE POLICY (FUP) TO MANAGE ITS NETWORKS IN ORDER TO MAINTAIN ACCEPTABLE LEVELS OF CUSTOMER EXPERIENCE
74. The African Network Operators Fibre services are subject to a FUP.
75. The African Network Operators Fibre FUP is subject to change from time to time.
76. The African Network Operators Fibre Broadband uncapped FUP and the reduced line speed applicable to African Network Operators can be implemented at the discretion of African Network Operators:
77. The African Network Operators Fibre Broadband uncapped price plans do not have out-of-bundle rates.
78. African Network Operators reserves the right to terminate the contractual relationship with customers who regularly breach the fair usage policy for African Network Operators Fibre Broadband price plans on no less than 30 days prior written notice.
79. A customer cannot load a top-up bundle to restore the speed on an African Network Operators Fibre Broadband uncapped price plan.
Non-payment
80. African Network Operators Fibre services may be suspended in the event of non-payment.
81. A reconnection fee for services that have been suspended may be applied.
82. A customer will be billed the balance of contract when the suspension is initiated due to non-payment. Failure to settle the payment after services have been suspended, customer services will be terminated.
83. IN AN EVENT THAT CUSTOMER SERVICES ARE TERMINATED DUE TO NON-PAYMENT, A CUSTOMER WILL BE CHARGED A BALANCE OF CONTRACT.
84. The following balance of contract will apply to all terminated contract:
84.1. A customer will be liable for the African Network Operators Fibre subscription, African Network Operators CPE cost and all once-off installation and activation charges including those paid to 3rd Party Network Provider by African Network Operators on behalf of the customer.
84.2. E.g., if a 24-month contract customer is terminated on the African Network Operators Fibre service in month 12, then the customer will be liable for the following:
· African Network Operators Fibre Subscription: Balance of contract will be 24 months – 12 months = 12 months X monthly subscription
· The recovery costs of the CPE is calculated as follows for 24 month price plans: 24 months – 12 months on the existing price plan = balance X CPE cost / 24
84.3. E.g if a 12-month contract customer is terminated on the African Network Operators Fibre service in month 6, then the customer will be liable for the following:
· African Network Operators Subscription: Balance of contract will be 12 months – 6 months = 6 months X monthly subscription
· All once-off costs: 12 months – 6 months = 6 months X (all once-off costs / 12)
· The recovery costs for CPE is calculated as follows for 12 month price plans : 12 months – 6 months on the existing price plan = balance X CPE cost / 12
84.4. E.g if a month to month contract customer is terminated on the African Network Operators Fibre service in month 6, then the customer will be liable for the following:
· All once-off costs: 12 months – 6 months = 6 months X (all once-off costs / 12)
· The recovery costs for CPE is calculated as follows for month-to-month price plans: 12 months – 6 months on the existing price plan = balance X CPE cost / 12
85. IN THE EVENT OF A TERMINATION OR CANCELLATION OF THE CONTRACT, ANY UN-USED ALLOCATIONS OF DATA, VOICE MINUTES OR OTHER SERVICES (I) ARE NOT TRANSFERABLE AND (II) WILL BE FORFEITED.
Termination & Cancellations after African Network Operators CPE installation
86. CANCELLATIONS WITHIN THE CONTRACT PERIOD WILL CARRY A PENALTY EQUIVALENT TO ALL THE REMAINING SUBSCRIPTION DUE FOR THE REMAINDER OF THE 24 MONTH OR 12 MONTH CONTRACT PERIOD.
87. Customers that cancel their contracts before the end of the contract period will be liable for all the African Network Operators CPE and subscription charges as well as all amounts paid by African Network Operators to the network provider on behalf of the customer such as the:
87.1. African Network Operators CPE (router),
87.2. African Network Operators Fibre monthly subscription,
87.3. Cost of installation of the ONT,
87.4. Service activation charges
88. The cost of the router provided is recovered over a 24-month period for 24-month price plans and over 12 months for 12 month and month-to-month price plans.
89. The recovery costs is calculated as follows for 24 month price plans : 24 months – total months on the existing price plan = balance X CPE cost / 24.
90. Example: A customer on a 24-month price plan who cancels their contract in month 12 will be liable for the remainder of the cost associated with the router. The recovery costs is calculated as follows: 24 month – 12 months = 12 months X CPE cost / 24.
91. The balance of contract for monthly subscription is calculated as follows for 24 months: 24 months – total months on the existing price plan = balance X monthly subscription.
92. Example: A customer on a 24-month price plan who cancels their contract in month 12 will be liable for the remainder of the subscription for the remaining 12 months of the contract. The cost is calculated as follows: 24 months – 12 months = 12 months X monthly subscription.
93. The recovery for the costs of the ONT installation and service activation charges is calculated as for 24 months: 24 months – total months on the existing price plan X total charge of the network provider / 24.
94. Example: A customer on a 24 month price plan who cancels their contract in month 12 will be liable to pay all the charges that were paid by African Network Operators to the network provider on behalf of the customer (ONT installation charges, service activation charges). The cost is calculated as follows: 24 months – 12 months X total charge of the network provider / 24.
95. The recovery cost is calculated as follows for 12 month and month-to-month price plans : 12 months – total months on the existing price plan = balance X CPE cost / 12.
96. Example: A customer on a 12 month price plan who cancels their contract in month 6 will be liable for the remainder of the cost associated with the router. The recovery costs is calculated as follows: 12 month – 6 months = 6 months X CPE cost / 12.
97. Example: A customer on a month-to-month price plan who cancels their contract in month 6 will be liable for the remainder of the cost associated with the router. The recovery costs is calculated as follows: 12 month – 6 months = 6 months X CPE cost / 12.
98. The balance of contract for Subscription is calculated as follows for 12 months: 12 months – total months on the existing price plan = balance X monthly subscription.
99. Example: A customer on a 12 month price plan who cancels their contract in month 6 will be liable for the remainder of the subscription for the remaining 12 months of the contract. The cost is calculated as follows: 12 months – 6 months = 6 months X monthly subscription.
100. The recovery for the costs of the ONT installation and service activation charges is calculated as follows for 12 months and month to month: 12 months – total months on the existing price plan X total charge of the network provider / 12.
101. Example: A customer on a 12 months and month to month price plan who cancels their contract in month 6 will be liable to pay all the charges that were paid by African Network Operators to the network provider on behalf of the customer (ONT installation charges, services activation charges). The cost is calculated as follows: 12 months – 6 months X total charge of the network provider / 12.
102. The customer will be liable for any termination or cancellation penalties applicable to the customer subscription, African Network Operators CPE or service activation charges before the African Network Operators Fibre contract can be cancelled.
103. Any penalties applicable to customer equipment due to termination or cancellation will be included in the last invoice.
104. African Network Operators will inform customers 30 days in advance of the initial contract end period.
105. Customers will need to inform African Network Operators one (1) calendar month in advance for any cancellation/termination request to enable African Network Operators to complete processing the cancellation/termination.
Cancellation and Termination before African Network Operators CPE installation
106. If the customer cancels the African Network Operators Fibre service prior to the installation of the Optical Network Terminal (ONT) by the Network Provider i.e. African Network Operators, Zoom FIbre, Metrofibre Networx, Hyperhood, in customer’s home the customer will not be liable for the installation fee.
107. If the customer cancels the African Network Operators Fibre service after the installation of the ONT by the Network provider then the customer will be liable for an installation fee.
108. The customer will be liable for any termination or cancellation penalties applicable to the ONT installation and service activation before the African Network Operators Fibre contract can be cancelled.
109. The installation fee of the ONT varies per Network Provider.
110. The installation fee applies across Prepaid month-month, 12 month and 24-month contract periods.
111. IN THE EVENT OF A TERMINATION OR CANCELLATION OF THE CONTRACT, ANY UN-USED ALLOCATIONS OF DATA, VOICE MINUTES OR OTHER SERVICES (I) ARE NOT TRANSFERABLE AND (II) WILL BE FORFEITED.
Upgrades and Migrations
112. The customer may migrate to any other African Network Operators Fibre service offer by contacting one of the customer touch points and submitting the request.
112.1. The request to migrate will be subject to the subscriber’s current package and which package they wish to migrate to.
112.2. African Network Operators may in certain instances have specific migration rules for a particular package which restricts migrations. For Clarity: If the subscriber is on a promotion and received free services, that subscriber will not be able to migrate out of the promotion into another promotion. These rules will be listed for each applicable price plan where applicable. The subscriber is required to be familiar with these package specific rules for which they are signed up.
113. Definitions:
113.1. Upward Migration: An upward migration refers to the scenario when the subscriber wishes to move to a package of a higher base subscription than the existing package. For Clarity: Where a customer on a R599 package wishes to migrate to a R799 package, this will be considered an upward migration.
113.2. Downward Migration: A downward migration refers to the scenario when the subscriber wishes to move to a package of a lower base subscription than the existing package. For Clarity: Where a customer on a R799 package wishes to migrate to a R599 package, this will be considered a downward migration.
114. Upward and downward line speed migrations may attract a once-off fee as per the product catalogue available on the African Network Operators website https://help.African Network Operators.co.za/personal/subtopics/61/African Network Operators-Fibre/5475/African Network Operators-Fibre-Pricing
114. Upward and downward contract term migrations may attract a once-off service activation fee as per the product catalogue available on the African Network Operators website
115. FOR AN UPGRADE OR MIGRATION, ANY ALLOCATED BUT UNUSED DATA, VOICE MINUTES AND OTHER SERVICES ON THE OLD SERVICE PACKAGE WILL NOT BE ELIGIBLE FOR TRANSFER TO THE NEW SERVICE PACKAGE. THESE ALLOCATIONS WILL BE FORFEITED AND THE NEW SERVICE PACKAGE WILL START FROM A NEW ALLOCATION AS PER THAT SERVICE PACKAGE.
Relocation and Moves
116. If the customer wishes to move the location of the African Network Operators Fibre service, the following will apply:
116.1. All moves and relocations are subject to one (1) calendar month notice.
116.2. Moves will be allowed subject to a feasibility study on whether an African Network Operators Fibre service can be provisioned at the new location.
116.3. Any additional costs relating to the provisioning of the African Network Operators Fibre service at a new location will be charged to the customer with prior approval.
117. If an African Network Operators Fibre customer re-locates to a location with no African Network Operators Fibre network, the customer will be able to cancel the African Network Operators Fibre contract without penalties however the customer will be liable for any outstanding fees applicable to the CPE.
118. When the customer relocates or move the African Network Operators Fibre service to a different address, a new 24 month, 12 month or month-to-month contract period will apply unless instruction is received by African Network Operators to cancel the existing contract which will be subject to African Network Operators’s cancellation policy referred to herein.
119. If a African Network Operators Fibre customer moves the African Network Operators CPE within the customer premises, the following will apply:
119.1. A African Network Operators Fibre customer will be responsible for charges associated with the move and any non- standard installation charges (where applicable).
African Network Operators Fibre Promotions
120. African Network Operators will run promotions on its Fibre packages at its discretion from time to time.
121. These promotions will have a start and end date during which time subscribers can sign up.
122. The standard terms and conditions stated herein will apply to any promotions.
123. Where terms and conditions deviate for any promotions they will be stated in specific terms and conditions for the promotion.
124. Subscribers who are signed up to any promotion will have to live out the duration of that promotion and will not be eligible to migrate out of the promotion into any other promotion or revised price plans.
125. Cancellations of a promo will trigger the “Cancellation and Termination” clause contained herein and any specific cancellation conditions listed in any specific terms for the promotion.
126. Promotional offer monthly subscriptions will be valid as per the promotion up to a maximum period of 24 months from the date of service activation.
126.1. Month to month, 12 month and 24 month subscribers will be migrated to the price plan that they have subscribed to as it exists in the market at the end of the 24 month period.
127. African Network Operators reserves the right to discontinue promotions at any time.
Complaints Handling Procedure
128. African Network Operators will endeavour to resolve all customer related service interruptions timeously;
129. If the customer believes that the problem is not being adequately attended to; customer may contact our Customer Support on +27 63 519 6125 (available from 07:00 until 17:00, 07:00 until 13:00 on Saturdays, Sundays will be closed) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
130. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time.
131. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly.
132. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further investigation. A Service Request Reference number will be communicated to the customer and will be used in all further correspondence with the customer.
133. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with African Network Operators, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
Usage Notifications
134. African Network Operators will forward usage notifications to African Network Operators Fibre subscribers informing them of the available data balance depleted on their contract if applicable.
135. For capped services, the notifications will be sent at 50% (fifty percent), 80% (eighty percent) and 100% (one hundred percent) of available data balance depletion.
136. Upon depletion of the Subscriber’s allocated data, the subscriber’s line speed will be reduced to 2 Mbps until the subscriber purchases a Top up Bundle or has data transferred to them from another African Network Operators Fibre subscriber. All data transferred shall be subject to the Data Transfer rules herein.
137. For uncapped services with an FUP as detailed above, notifications will be sent at 100% (one hundred percent) of available data balance depletion if applicable.
138. Upon depletion of the Subscriber’s uncapped service FUP, the subscriber’s line speed will be reduced to 2 Mbps until the following month.
Privacy Policy
165. African Network Operators does not distribute any of your personal information to third parties; unless it's required to deliver the products or services requested by you. In addition, African Network Operators will not sell your personal information to third parties unless you give us your specific permission to do so. For example, we may disclose your data to a credit card company to obtain payment for a purchase you initiated. It may also be necessary to pass on your data to a supplier who will deliver the product on order. In addition, African Network Operators may be obligated to disclose personal information to meet any legal or regulatory requirements of applicable laws https://www.anofibre.co.za/privacy-policy/terms
