What to Ask Before Signing a Fibre Contract
Avoid the 'gotchas'. A checklist of essential questions to ask your ISP before you commit.
What to Ask Before Signing: The Ultimate ISP Checklist
Executive Summary
Fibre marketing in South Africa is full of "Free" promises—Free Installation, Free Router, Free Activation. But as the saying goes, there's no such thing as a free lunch. Most of these "freebies" come with strings attached in the form of clawback clauses and long-term commitments. This guide provides the 10 essential questions you must ask before you click "Order."
The 10 Essential Questions
1. What is the "Clawback" Period?
If the ISP gives you free installation (worth ~R2,500), how long must you stay to avoid paying it back? Most are 12 months, but some are 24.
2. Is the Router "Free-to-Use" or "Free-to-Own"?
"Free-to-use" means you must return it if you cancel. "Free-to-own" means it's yours after a certain period.
3. Is the Line Symmetrical?
Does the upload speed match the download speed? This is crucial for video calls and backups.
4. Is there a Fair Usage Policy (FUP)?
At what point will my speed be throttled? Is it 500GB, 1TB, or truly unlimited?
5. What is the Notice Period for Cancellation?
Is it 30 days, or must you cancel by the 1st of the month?
6. Are there any Activation Fees?
Even if installation is free, is there a R500 "activation" fee hidden in the first bill?
7. Does the ISP offer a Mini-UPS?
Some ISPs include a small battery to keep you online during loadshedding.
8. What is the Support Lead Time?
If my line goes down on a Saturday, is there a technician available, or must I wait until Monday?
9. Can I Upgrade/Downgrade Easily?
Is there a fee to change your speed tier later?
10. Who is the FNO?
Knowing which network you are on helps you troubleshoot and compare pricing more accurately.
Comparison: Contract vs. Month-to-Month
| Feature | 12-Month Contract | Month-to-Month |
|---|---|---|
| Setup Cost | Usually R0 | Usually R1,500 - R2,500 |
| Monthly Price | Slightly lower | Slightly higher |
| Flexibility | Low (Clawbacks apply) | High (Cancel anytime) |
| Best For | Long-term residents | Students / Renters |
Practical Checklist: The "Fine Print" Audit
- Read the T&Cs: Specifically search for the word "Clawback."
- Verify the Speed: Ensure the quote matches the speed you actually want.
- Check the FNO Map: Ensure the ISP isn't selling you a "pre-order" for a line that won't be ready for months.
- Confirm the Router Model: Is it a modern Wi-Fi 6 router or an old Wi-Fi 4 relic?
Next Steps
Ask the right questions and get the best deal.
Related Guides
Frequently Asked Questions
Should I choose a 24-month contract?
In the fibre world, 24 months is an eternity. Prices drop and speeds increase every year. We strongly recommend avoiding anything longer than 12 months.
What happens if I move house?
Most ISPs will let you 'transfer' your contract to a new address for a small fee, provided the new address is covered by the same FNO.
Is 'No Contract' the same as 'Month-to-Month'?
Yes. It means you aren't locked in for a year, but you might have to pay the upfront installation costs yourself.
Next Steps
Ready to put this knowledge into practice? Use our tools to find the best fibre connection for your home or office.