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UrbanConnect
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FREQUENTLY ASKED
QUESTIONS
UNCAPPED.
UNSHAPED. UNTHROTTLED.
TECHNICAL & SERVICE‑RELATED
FAQ
What DNS servers do I use for my UrbanX connection?
How to Perform an Internet Speed Test with UrbanX
If there is an outage in my area, how will UrbanX notify me and how regularly will I receive updates?
What is an ONT in a fibre installation?
Where should the ONT be installed in my home?
If I don't have fibre, how long will it take UrbanX to get installed & connected?
If I'm switching from another ISP to UrbanX, how long will it take to get connected?
Does UrbanX support IPv6?
Can I get a static IP address with UrbanX?
Does UrbanX offer an SLA (Service-Level Agreement) or uptime guarantee?
Does UrbanX use traffic shaping or packet prioritisation?
Are advanced settings like port forwarding, VLANs, or VPN passthrough available with UrbanX?
Do you offer professional installation or cabling services for complex setups (e.g. businesses or multi-room homes)?
BILLING & ACCOUNT
FAQ
How can I pay my UrbanXConnect account?
Can I upgrade my fibre package with UrbanX?
How long does it take to upgrade my fibre line with UrbanX?
Can I downgrade my fibre service with UrbanX?
How long does it take to downgrade my fibre service with UrbanX?
Can I downgrade to the new Openserve 30/30Mbps fibre package with UrbanX?
Do I need to pay an installation or connection fee with UrbanX?
Is there a cancellation fee with UrbanX fibre?
How do I pay my UrbanX invoice using the payment link?
Why is my invoice higher than expected when I signed up for a R499 package?
Can I get UrbanX's banking details to pay via EFT?
Can I add multiple billing methods or split payments between accounts?
How do I make a payment at a retail store?
Can I switch my payment method to debit order?
What happens to my account charges if there's a prolonged outage (over 24 hours)?
When does my UrbanX billing cycle begin?
MOVING & INFRASTRUCTURE
FAQ
I'm moving house — can I move my UrbanX fibre line?
Do I need to take the ONT with me when moving to a new home?
Can I choose where the fibre terminates inside my home?
SUPPORT & SECURITY
FAQ
Do I get a free router with my UrbanX fibre package?
When will my router be delivered?
If I'm switching from another ISP, when will my router be delivered?
Do I need to return the router if I cancel my UrbanX service?
Does UrbanXConnect have a mobile app?
What support channels are available outside office hours?
How do I reset my router or recover my Wi‑Fi password?
What security protocols are in place for my account and personal data?
REFERRAL PROGRAM
FAQ
How does the UrbanX Referral Program work?
Can I participate in the UrbanX Referral Program?
I'm not an UrbanX subscriber — can I still join the Referral Program?
How do I refer people to UrbanX?
How much credit do I earn for each UrbanX referral?
How long does it take to receive my referral credit?
Can I refer multiple people to UrbanX?
No stress—there are a few things to check if your R150 referral credit hasn't come through yet:
What should I do if I don't receive my referral credit?
Why can't I see the Referral Program on the MyISP mobile app?
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