Frequently Asked Questions

Internet

What are your ADSL settings?
  • Protocol Type: PPPoE
  • VPI: 8
  • VCI: 35
  • Encapsulation: LLC
  • Primary DNS: 169.1.1.1
  • Secondary DNS: 169.1.1.2

What is the Telkom Fixed LTE APN?
  • Username and Password: Leave these empty
  • IP Type: IPv4
  • APN: internet or TelkomInternet
What is the MTN Fixed LTE APN?
  • Username and Password: Leave these empty
  • IP Type: IPv4
  • APN: ws.yourfixedlte.fwa
What is the RAIN Fixed LTE APN?
  • Username and Password: Leave these empty
  • IP Type: IPv4
  • APN: internet

What is rollover, and do you offer it?
Yes, we offer data rollover on our Capped DSL and Capped Fibre services. With 3 month rollover your unused monthly data won't expire for a full 3 months. Any unused data you do have will accumulate from month-to-month for 3 months.

Your rollover data will only expire after the 3rd month that it has not been used. For example, if you had 2 Gigs of unused data at the end of January you have until the end of April to use it before it expires. You won't lose your accumulated rollover data if your service remains active. If your service is cancelled at your request or suspended for non-payment, then any data you've accumulated will be lost.

After your current month's data is used up, it's first-in-first-out. e.g. The oldest data in rollover will be used first.

What is your Fair Usage Policy?
Capped ADSL
There are no restrictions to clients using our capped service.

Uncapped Premium ADSL
The Protocol Manager is used to provide all uncapped users on our network with the best possible internet experience. During peak network times, we give priority to real time services (such as browsing, email, commercial streaming such as Netflix, Showmax etc). High bandwidth services such as NNTP, Peer-to-Peer and Torrents (and similar but not limited to) will receive less priority.

Clients deemed to be continuously uploading/downloading or using the service for unattended automated processes will be managed by the Protocol Manager. The Protocol Manager may be used to manage clients by rate limiting (slowing down speed) and limiting or preventing service using specific protocols or ports. We reserve the right to use the Protocol Manager to manage the integrity of our network should network capacity not be available at any time, we assure our clients that we will do this in a responsible manner should the need arise. Any user that is found attempting to bypass or circumvent the Protocol Manager will be suspended and could have their service cancelled.

Uncapped Home ADSL
Home Uncapped services are managed according to the last 7 days usage projected to 30 days as well as the available capacity on the network at all times.

There are predefined thresholds set and when exceeded the account speed will be managed down to a maximum of 50% of the account speed. Should the demand on the network exceed available capacity these thresholds may be managed more aggressively by the Axxess Protocol Manager and differ to the table below.

The thresholds per account speed are:
  • 1Mbps   - 20GB
  • 2Mbps   - 40GB
  • 4Mbps   - 80GB
  • 5Mbps   - 80GB
  • 8Mbps   - 100GB
  • 10Mbps - 120GB
  • 20Mbps - 200GB
  • 40Mbps - 250GB




Accounts & Payment

Are you VAT registered?
Yes, we are VAT registered and our VAT number appears on all invoices.

What are your payment terms?
  1. Invoices are payable by the 7th day of the month following the invoice date, unless extended terms have been arranged.
  2. If your account is unpaid by the 7th day of the month following the invoice date, all services may be suspended without notice.
  3. If a payment is not reflecting on your statement, please forward us proof thereof.
  4. If you are missing invoices please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will send you the missing invoices.
  5. If you aren’t already on our debit order facility, and you would like to go onto a debit order, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will send you the debit order form to complete.
  6. Ensure correct reference is used when paying - either company name or invoice number.
  7. Payment may not be withheld due to service queries relating to this service. Queries will be dealt with in terms of our warranty process, under which we warrant the quality of the service we perform.
  8. Cash / cheque payments incurring charges will be recoverable from the client.
  9. All service cancellations are subject to one full calendar months written notice.

Do you offer a debit order facility?
Yes, this is offered at no extra charge. Debit orders are loaded to run on the 02nd of every month.

When am I invoiced for my monthly service?
Invoices are generated and sent on the 26th of each month for the month ahead eg; you will be invoiced on the 26th of January for February usage.

Can I pay upfront for the full year?
Yes, other than being invoiced each month, you can also choose to be invoiced either every 6 or 12 months.