FTTH and Fixed LTE Contact Information

Welcome to our Contact Information page, where we explain and detail who you need to get hold of depending on what you trying to contact us for. If you have a query or a problem, this will show you who need to contact, when you can contact them – and ultimately how long it will roughly take to be solved. 

General

Track my hardware delivery

Download the RSAWEB App for updates on your pending orders. For more information on the order process see: https://donovan.unsactioned.rsaweb.co.za/fibre-to-the-home-delivery-status-guide/.

Refer a friend

Who: Sales Team
How: Log ticket by emailing ftth@rsaweb.net or call 087 470 0010 or chat to us on live chat donovan.unsactioned.rsaweb.co.za
Office Hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 4 working hours response time, Live Chat – Live Time.
What you need to know: You will get R500 off if you refer a friend and they sign up with RSAWEB for Fibre to the Home. This will be added as a credit to your account once your friend’s Fibre goes live.

Manage My Services

Upgrades/Downgrading your service

Who: Projects Team
How: Log ticket here Log ticket Office Hours: Monday / Friday from 08:00-18:00
Saturday / Sunday / Public Holidays from 09:00-16:00
SLA: Tickets – 1-2 Business days
What you need to know: Upgrades can be requested anytime. This can take up to 3 working days to come into effect. Downgrades happen on the 1st of the following month. All requests need to be sent before the 20th of each month. If the request comes after the 20th then the downgrade will be processed the following month. You will be charged R250 per downgrade.

Ceding Service To New Tenant 

If you are moving from your current home into a new home, and want the new tenant moving into your current home to take over your internet service without having to experience any downtime – please refer to this section. 

Who: Projects Team
How: Log ticket here  Log ticket Office Hours: Monday / Friday from 08:00-18:00
Saturday / Sunday / Public Holidays from 09:00-16:00
SLA: Tickets – 4 working hours response time
What you need to know: A cession will only take place once all required documents are received from both parties.

Cancellations 

Who: Retentions Team
How: Log ticket here Log ticket or call 087 470 0010
Office Hours: Monday / Friday from 08:00-17:00
SLA: Tickets – 4 working hours response time
What you need to know: Cancellation Penalties will be incurred if you are cancelling within 12 months or 24 months if you signed a 24-month contract. These fees will be incurred whether you are cancelling or moving (see explanation here https://donovan.unsactioned.rsaweb.co.za/ftth-installation-faqs/). These fees can be avoided if you cede your service to new tenant or take up a new service at your new location and carry the months over. The Retentions team will be happy to explain the available options to you.

Technical Issues (Speed Issues, Disconnects, Wifi, Faults) 

Who: Support Team
How: Log ticket here Log ticket   or call 087 470 0000. You can also use our Live Chat feature on our website to open a quick dialog with one of our support agents, or alternatively via our WhatsApp live chat feature.
Office Hours: Monday – Friday from 06:00-24:00
Saturday / Sunday / Public Holidays from 06:00-22:00
SLA: Tickets – 4 working hours response time

Accounts and billing queries

Who: Accounts Team
How: Log ticket here  Log ticket or call 0874700000
Office Hours: Monday / Friday from 06:00-24:00
SLA: Tickets – 4 business hours response time.

Profile management

What: Change my bank details, add a contact, add a secondary contact
How: Log ticket here Log ticket  or call 0874700000