Question 1

Why can't I see the Referral Program on the MyISP mobile app?

Accepted Answer

The UrbanX Referral Program is currently only available through the web-based Uzone Customer Portal. Unfortunately, the MyISP mobile app does not support referral functionality at this time. To access your referral code and send invites, simply log in via a browser and navigate to the "Refer & Earn" section on your dashboard.

Question 2

No stress—there are a few things to check if your R150 referral credit hasn't come through yet:

Accepted Answer

Service Activation: Your friend must have gone live on the UrbanX network, not just signed up. Referral Code: Make sure your friend used your unique referral code during sign-up on our website. Billing Timing: If your friend's service went live between the 20th and 31st of the month, the credit will show in your Uzone Customer Portal, but your debit order may already have been loaded at the full rate. Don't worry—your credit will automatically apply to your next monthly invoice. If all of the above checks out and you still haven't received your loot drop (aka referral credit), contact our support team. They'll make sure everything's sorted and your bonus XP is safely delivered.

Question 3

Can I refer multiple people to UrbanX?

Accepted Answer

Absolutely! There's no limit to how many people you can refer to UrbanX. For every successful referral, you'll earn R150 credit, so the more friends you bring on board, the more rewards you'll rack up. It's a great way to share fast, reliable fibre and save on your own monthly bill at the same time.

Question 4

How long does it take to receive my referral credit?

Accepted Answer

Once your friend's UrbanX fibre service is activated, your R150 referral credit will be automatically added to your account within 2 hours. Think of it like a loot drop—just a short wait after activation, and the reward is yours! You can view your earned credits anytime in your Uzone Customer Portal.

Question 5

How much credit do I earn for each UrbanX referral?

Accepted Answer

You'll earn R150 credit for every successful referral—each time someone you referred signs up and activates their fibre service with UrbanX. There's no limit to how many people you can refer, so the more friends you bring on board, the more credit you earn. It's a rewarding way to share the UrbanX experience while saving on your own fibre bill!

Question 6

How do I refer people to UrbanX?

Accepted Answer

Referring friends to UrbanX is quick and easy! Just follow these steps: Log in to your Uzone Customer Portal using a web browser (note: the referral feature is not available on the mobile app). Navigate to the "Refer & Earn" section on your dashboard. Send an email invitation to your teammates or friends directly from the portal. The invitation will include your unique referral code, which they must use when signing up on our website. Once their fibre service goes live, you'll earn R150 credit for each successful referral!

Question 7

I'm not an UrbanX subscriber — can I still join the Referral Program?

Accepted Answer

Unfortunately, the UrbanX Referral Program is only available to active subscribers. Just like needing a game account to start earning rewards, you'll need to have an active UrbanX fibre service to participate. Once you're connected, you'll automatically get access to your referral code in the Uzone Customer Portal and can start earning R150 credit for every successful signup you refer.

Question 8

Can I participate in the UrbanX Referral Program?

Accepted Answer

Absolutely! If you're an active UrbanX subscriber, you're automatically enrolled in the Referral Program. No extra sign-up required. Simply log in to your Uzone Customer Portal to access your unique referral code, share it with friends and family, and earn R150 credit each time someone signs up and activates their fibre with UrbanX.

Question 9

How does the UrbanX Referral Program work?

Accepted Answer

The UrbanX Referral Program rewards you for spreading the word! When you refer a friend to UrbanX and their fibre service is successfully activated on our network, you'll receive R150 credit in your UrbanX account. Per Person! It's simple: Share your unique referral code. Your friend signs up and activates their fibre. You earn R150 once their service goes live. Think of it as a win-win—better internet for your friends, and extra value for you! Find your referral code in the Uzone Customer Portal and start inviting today.

Question 10

How do I reset my router or recover my Wi‑Fi password?

Accepted Answer

If you're experiencing connectivity issues or have forgotten your Wi‑Fi password, follow these steps: To reset your router: Locate the reset button on the back of your router. This is typically a small pinhole. Use a paperclip or pin to press and hold the button for 5 seconds. The router will reset to factory settings. This process may take a few minutes. To recover your Wi‑Fi password: If you've forgotten your Wi‑Fi password, please contact our support team. We'll assist you with recovering or resetting your password remotely.

Question 11

What support channels are available outside office hours?

Accepted Answer

UrbanX offers after-hours support to help you stay connected, even on evenings and weekends. You can reach us through the following channels: WhatsApp – Send us a message for quick support Phone – Call our after-hours support line Email/Ticket System – Log a support ticket at any time Our team will respond as soon as possible to assist with urgent issues, outages, or technical support needs outside of normal business hours.

Question 12

Does UrbanXConnect have a mobile app?

Accepted Answer

Yes! You can manage your UrbanX account through the MyISP app, available on both Google Play and the Apple App Store. The app allows you to view your usage, update personal details, access invoices, and more!

Question 13

Do I need to return the router if I cancel my UrbanX service?

Accepted Answer

Yes—if you cancel your UrbanX fibre service within the first 12 months of activation, you are required to return the router to UrbanX's registered office address at your own expense. If you cancel after the 12-month period, the router is yours to keep and no return is necessary. Please ensure the router is returned in good working condition to avoid any additional charges.

Question 14

If I'm switching from another ISP, when will my router be delivered?

Accepted Answer

If you're switching to UrbanX from another ISP, your router will be shipped to align with your activation date on our network. Once you receive confirmation of your final date of service from your current provider, please notify us. This allows us to coordinate the router delivery so that it's pre-configured and arrives in time for your UrbanX fibre activation. Prompt communication helps ensure a smooth transition with minimal downtime.

Question 15

Do I get a free router with my UrbanX fibre package?

Accepted Answer

Yes—UrbanX supplies a free-to-use router with fibre services on the following networks: Frogfoot Metrofibre Vodacom WeFNO Openserve Octotel PC Maniacs Vumatel For services on these networks, the router will be pre-configured and shipped to you before activation. For customers using the following networks, a separate router is not supplied, as the ONT (Optical Network Terminal) provided includes built-in Wi-Fi functionality: Linklayer Unifybr Zoom If you're unsure whether you'll need an additional router, our support team can help guide you based on your chosen network.

Question 16

Can I choose where the fibre terminates inside my home?

Accepted Answer

Yes, during the installation, you can request where you'd like the fibre to terminate—such as the living room, study, or home office. This is where the ONT (Optical Network Terminal) will be placed. However, the Fibre Network Operator's technician may decline certain locations if they don't meet installation standards. Factors like cable length, accessibility, and installation complexity must comply with the network's guidelines. We recommend being present on the day of installation to discuss your preferred placement directly with the technician.

Question 17

Do I need to take the ONT with me when moving to a new home?

Accepted Answer

No. The ONT (Optical Network Terminal) must remain at your current premises when you move. ONTs are registered and activated specifically for the address where they were installed and cannot be reused at a new location. If you're setting up fibre at your new home, the relevant Fibre Network Operator (FNO) will provide and install a new ONT as part of the connection process.

Question 18

I'm moving house — can I move my UrbanX fibre line?

Accepted Answer

Fibre services are tied to the specific address where they were installed and cannot be moved to a new location. If you're relocating, you'll need to cancel your current UrbanX service with at least 1 month's notice, in line with our standard{" "} terms and conditions . If you are still within your initial 12-month period, a clawback fee will apply to cover installation costs. To reconnect at your new home, simply sign up as a new customer and we'll help you get set up with a fresh fibre installation.

Question 19

When does my UrbanX billing cycle begin?

Accepted Answer

UrbanX bills monthly in advance, with invoices typically generated around the 20th of each month. If you sign up mid-month, your first invoice will include a pro-rata charge—this covers the days from your activation date to the end of the current month, plus your first full month in advance. This is why your first invoice may appear higher than your standard package price. From the following month, you'll be billed at your regular monthly rate.

Question 20

What happens to my account charges if there's a prolonged outage (over 24 hours)?

Accepted Answer

UrbanX operates on a best-effort service model, which means we do not guarantee credits or refunds for service interruptions, including outages longer than 24 hours. However, if the Fibre Network Operator (FNO) responsible for the infrastructure provides us with a credit for the downtime, we may choose to pass that credit on to affected customers at our discretion. We always strive to keep you connected and will advocate for our customers in cases of extended disruptions.

Question 21

Can I switch my payment method to debit order?

Accepted Answer

Yes, you can switch to a Netcash Debit Order for automatic monthly payments. To do so, simply send us: A bank confirmation letter, and A signed debit order mandate (available from our support team) Once received, we'll process the switch and ensure your future invoices are automatically debited on your chosen billing date. For assistance or to request the mandate form, please contact our support team or visit your Uzone Customer Portal.

Question 22

How do I make a payment at a retail store?

Accepted Answer

To pay your UrbanX invoice at a retail store, follow these steps: Log in to your Uzone Customer Portal or open your invoice email. Click the Netcash PayNow link. Select "Retail Payment" as your payment method. A barcode will be generated. Take the barcode to a participating retail store and present it at the cashier to complete your payment. This is a convenient, secure way to pay in person using cash or card.

Question 23

Can I add multiple billing methods or split payments between accounts?

Accepted Answer

No. UrbanX does not support multiple billing methods or split payments across different accounts. All payments must be made in full using a single payment method linked to your account. For more information on available payment options, please refer to your Uzone Customer Portal or contact our support team.

Question 24

Can I get UrbanX's banking details to pay via EFT?

Accepted Answer

UrbanX no longer accepts EFT (Electronic Funds Transfer) payments. To streamline billing and improve security, we've moved to trusted Netcash payment methods only. Available payment options: Netcash PayNow: Make once-off payments using Debit/Credit Card Scan to Pay Retail Store Payment (using a barcode) Netcash Debit Order: Set up an automated monthly debit for worry-free billing. You can access these options via the payment link in your invoice or directly through your Uzone Customer Portal.

Question 25

Why is my invoice higher than expected when I signed up for a R499 package?

Accepted Answer

If your first UrbanX invoice is higher than the advertised package price (e.g. R499), it's likely due to pro-rata billing. This means you've been billed for: A pro-rated amount from your installation date to the end of the current month, and Your first full month in advance (as per our standard billing cycle). This is a once-off adjustment—going forward, your monthly invoice will reflect your standard package price unless you make changes to your service.

Question 26

How do I pay my UrbanX invoice using the payment link?

Accepted Answer

You can easily pay your UrbanX invoice using the Netcash PayNow system via the link provided in: Your invoice email, or The Uzone Customer Portal Here's how to do it: Open your latest invoice email or log in to your Uzone Customer Portal. Click the "Pay Now" link. This will redirect you to Netcash PayNow. Choose your preferred payment method: Credit or Debit Card Scan to Pay (using apps like SnapScan or Zapper) Retail Store Payment (scan the barcode at participating stores) Follow the prompts to complete your payment securely. Need help? We're happy to assist you telephonically or via email, and can also send you a step-by-step guide if needed. 📺 Prefer a video? Watch our quick tutorial: How to pay your UrbanX invoice using Netcash PayNow

Question 27

Is there a cancellation fee with UrbanX fibre?

Accepted Answer

Yes. If you cancel your UrbanX fibre service within 12 months of activation, or if your account falls into arrears, a clawback fee of R2,499 will be charged. How to Avoid the Fee This fee covers the once-off installation and connection costs initially waived during sign-up. To avoid this charge, we recommend only cancelling after the 12-month period has passed. For full details, please refer to our service terms or contact support.

Question 28

Do I need to pay an installation or connection fee with UrbanX?

Accepted Answer

No, all UrbanX fibre packages include free installation and connection as part of your sign-up. However, please note that a clawback fee may apply if you cancel your service within the first 12 months of activation. Clawback Fee Details This fee helps recover the once-off installation costs covered on your behalf. For more details, refer to our terms or contact our support team.

Question 29

Can I downgrade to the new Openserve 30/30Mbps fibre package with UrbanX?

Accepted Answer

Unfortunately, no. The Openserve 30/30Mbps fibre package is currently available only to new UrbanX sign-ups. Existing customers with active services are not eligible to downgrade to this specific plan at this time. Stay Updated We're always working to bring more flexible options to our users—keep an eye on our{" "} News page {" "} for future updates and package availability.

Question 30

Can I downgrade my fibre service with UrbanX?

Accepted Answer

Yes, you can request to downgrade your fibre package at any time. However, please note that downgrade fees may apply depending on your Fibre Network Operator (FNO). How to Request a Downgrade To initiate a downgrade, simply contact our support team or log in to your Uzone Customer Portal. We'll guide you through the process and let you know of any applicable charges or waiting periods.

Question 31

How long does it take to upgrade my fibre line with UrbanX?

Accepted Answer

Once your upgrade request has been submitted, we'll place the order with the relevant Fibre Network Operator (FNO) within 1 business day. The upgrade is typically completed within 1–2 business days after the order is processed. Timeline Considerations Please note that timelines may vary slightly depending on your FNO, but we aim to complete all upgrades as quickly and smoothly as possible. You'll be notified once your new speed is active.

Question 32

Can I upgrade my fibre package with UrbanX?

Accepted Answer

Yes, you can upgrade your UrbanX fibre service at any time. Whether you're looking for faster speeds for gaming, streaming, or working from home, we make it easy to switch to a higher-speed package. Important Note Pro rata billing may apply for the upgraded line speed, meaning you'll only be charged the difference for the remainder of the billing cycle. To request an upgrade, log in to your Uzone Customer Portal or contact our support team for assistance.

Question 33

How can I pay my UrbanXConnect account?

Accepted Answer

UrbanXConnect offers convenient and secure ways to pay your fibre account. We currently support the following payment methods: Debit Order Payments are automatically debited on either the 1st or the 26th of each month, depending on your selected billing cycle. Online Payment via Netcash PayNow Simply log in to your{" "} Uzone Customer Portal {" "} to make a payment. Choose from a range of options including Debit/Credit Card, Scan to Pay, or Retail Outlet Payments. We do not accept EFT payments. For step-by-step guidance, visit your Uzone portal or contact our support team for assistance.

Question 34

Do you offer professional installation or cabling services for complex setups (e.g. businesses or multi-room homes)?

Accepted Answer

UrbanX provides the fibre internet connection to your premises, but we do not handle internal LAN setups or complex cabling installations such as multi-room networking or business infrastructure. However, we can: Remotely assist with basic setup guidance Refer trusted third-party installers who specialise in professional networking solutions This allows you to get connected quickly while still having access to support for more advanced configurations.

Question 35

Are advanced settings like port forwarding, VLANs, or VPN passthrough available with UrbanX?

Accepted Answer

Yes! UrbanX gives you full access to advanced settings such as: Port forwarding VPN passthrough VLAN tagging (where supported) We don't place any restrictions on your service, so you're free to customise your network setup to suit your needs—whether you're hosting servers, gaming, streaming, or running remote access tools. Need help? Our support team is available to assist with configuring features like port forwarding, ensuring you get the most out of your connection.

Question 36

Does UrbanX use traffic shaping or packet prioritisation?

Accepted Answer

No, UrbanX does not use any traffic shaping, throttling, or packet prioritisation on our network. All traffic is treated equally, ensuring a true uncapped, unshaped fibre experience. We also do not enforce a Fair Use Policy (FUP), which means no hidden limits, speed reductions, or restrictions—making our service ideal for gamers, streamers, and power users who need consistent, high-performance connectivity.

Question 37

Does UrbanX offer an SLA (Service-Level Agreement) or uptime guarantee?

Accepted Answer

UrbanX operates on a best-effort service model, which means we do not offer formal SLAs or uptime guarantees. While we aim to provide a fast, stable, and reliable connection at all times, there are no service credits or compensation for downtime. Factors such as fibre network maintenance, third-party infrastructure issues, or unforeseen outages may impact uptime. Rest assured, our support team is always ready to assist in the event of any service disruption to get you back online as quickly as possible.

Question 38

Can I get a static IP address with UrbanX?

Accepted Answer

Yes! UrbanX offers static IP addresses for customers who need consistent, fixed IP connectivity—ideal for remote access, hosting, or advanced networking. You can request a static IP for just R15 per month, or enjoy it as a free added benefit when you sign up for our Legendary Bundle. To request a static IP, simply contact our support team or log in to your Uzone Customer Portal and submit a request.

Question 39

Does UrbanX support IPv6?

Accepted Answer

At this time, UrbanX only supports IPv4. IPv6 is not enabled on our network and does not need to be requested, as it is currently not available. We continuously evaluate new technologies and may support IPv6 in the future as it becomes more widely adopted across networks in South Africa.

Question 40

If I'm switching from another ISP to UrbanX, how long will it take to get connected?

Accepted Answer

Order Validation Checking that we can provide the service that you have ordered at the physical address provided (1 working day). Credit Vetting UrbanXConnect will perform a credit check on the person applying for the service. We reserve the right to deny service to applicants who have unfavourable results (1–2 working days). Cancellation It is your responsibility to cancel your existing service with your current ISP, adhering to their cancellation policy. Please ensure that once they have advised you of your final date of service, you inform us of this date so that we can align the activation of your service on our network accordingly. Router Shipping If your package includes a router, we will configure and ship your router to you prior to your activation date. Supplier Order The activation order can only be placed with the relevant network operator once your current service has been terminated and your previous ISP releases your line into the network operator's "holding pool". Activation Once your previous ISP releases your line into the network operator's "holding pool", we can activate your service on the UrbanXConnect network. You should be up and running within a maximum of 1–2 working days.

Question 41

If I don't have fibre, how long will it take UrbanX to get installed & connected?

Accepted Answer

Once your order is placed with us, your application will move through our following internal processes: Order Validation Checking that we can provide the service that you have ordered at the physical address provided. (1 working day) Credit Vetting UrbanXConnect will perform a credit check on the person applying for the service. We reserve the right to deny service to applicants who have unfavourable results. (1-2 working days) Supplier Order The installation order will be placed with the relevant network operator, who will contact you to schedule a suitable installation date and time. Once you have been scheduled, please remember to supply us with your installation date so that we can align your router delivery (if applicable) and service activation accordingly. (1-10 working days) Router Shipping If your package includes a router, we will configure and ship your router to you prior to your installation date. Activation Once you have received your router (if applicable) and your line has been installed, you should be up and running within a maximum of 1-2 working days.

Question 42

Where should the ONT be installed in my home?

Accepted Answer

Choosing the right spot for your ONT (Optical Network Terminal) is important to ensure strong and stable fibre connectivity throughout your home. Before the technician arrives, decide where you'd prefer the ONT to be placed, as moving it later may result in additional charges. Ideal ONT Installation Location: Since your router will plug into the ONT, consider placing it in a location that is: Close to an accessible power point Positioned in the area where you use the internet most (e.g., home office, living room) Located away from high-traffic areas to avoid accidental damage Central within the home for better Wi-Fi range and signal strength Near any existing network or telephone cabling Conveniently close to heavy-usage devices like smart TVs or gaming consoles If you would like to learn more about the placement of your router in your home, you might find this{" "} article {" "} helpful.

Question 43

What is an ONT in a fibre installation?

Accepted Answer

An ONT, or Optical Network Terminal, is the device that connects your home to the fibre network. Also referred to as a fibre box or CPE (Customer Premises Equipment), the ONT links the external fibre line to your in-home router. In some cases—depending on the fibre network operator—the ONT also functions as your router. Typically, it's a small white or black box mounted on a wall inside your premises. The ONT is essential for converting fibre-optic signals into a format your home network can use for high-speed internet connectivity.

Question 44

If there is an outage in my area, how will UrbanX notify me and how regularly will I receive updates?

Accepted Answer

You can check the{" "} network status page {" "} to see if there are reported incidents affecting your area. A notification will be sent to you via SMS once we receive notification from the Network Operator. Notifications and updates will be provided during the following hours: 8am - 9pm Mon-Fri 8am - 5pm Sat 8am - 3pm Sun

Question 45

How to Perform an Internet Speed Test with UrbanX

Accepted Answer

Why Test Your Internet Speed? Whether you're a casual gamer, a streamer, or just need reliable internet for daily tasks, testing your internet speed is crucial. Knowing your current upload, download, and ping rates can help you determine if you're getting the performance you need from your UrbanX connection. It's also a helpful tool for troubleshooting any connectivity issues you might encounter. Steps to Perform an Internet Speed Test Connect Your Device Ensure that the device you are using is connected directly to your UrbanX router, either through a wired connection (Ethernet) or Wi-Fi. For the most accurate results, a wired connection is recommended. For mobile devices, make sure you're connected to your Wi-Fi and not on mobile data. Close Background Applications Before running the test, close any applications or devices using bandwidth. This includes streaming services, downloads, and other devices connected to your network, as these can affect the accuracy of your speed test. Access an Internet Speed Test For UrbanX Users: Log into your{" "} Customer Portal , navigate to Statistics, under which you'll find our UrbanX Internet Speed Test. Note that this Speed Test is only available on web based platforms. Alternatively, you can: Open your web browser and go to a reliable speed test website, such as{" "} Speedtest.net {" "} or{" "} Fast.com . For Mobile users, downloading the Speedtest application is recommended. Ensure that you select the FirstNet UrbanXConnect Server before beginning the test. Begin the Test Once on the site or app, click on the "Go" or "Start" button to begin the test. The tool will measure your download speed (how fast you can receive data), upload speed (how fast you can send data), ping (how fast your device can communicate with the server) and Jitter (the variation in packet arrival times, which affects the stability of your connection). Analyze Your Results Download Speed: Indicates how quickly you can download files or stream content. For gaming, a higher download speed ensures smoother gameplay and faster content delivery. Upload Speed: Important for uploading videos, streaming live content, or online gaming. A higher upload speed allows for a more stable connection. Ping (Latency): Measures the delay between your device and the server. Lower ping is better, especially for online gaming, where every millisecond counts. Jitter: High jitter can lead to noticeable issues, especially in real-time applications like online gaming, video conferencing, and VoIP calls, where consistent data flow is crucial. Compare to Your UrbanX Package Compare your test results to the speeds promised in your UrbanX package. If you consistently notice speeds lower than what you're paying for, it may be time to troubleshoot your connection or reach out to UrbanX customer support. Troubleshooting Tips Low Speeds: If your speed test results are lower than expected, try restarting your router, checking for firmware updates, or reducing the number of devices connected to your network. High Ping & Jitter: Ensure your device is as close to the router as possible or connected with a Lan Cable, and avoid running other high-bandwidth activities during the test. Inconsistent Results: Perform multiple tests at different times of the day to check for patterns. If issues persist, contact UrbanX support for further assistance.

Question 46

What DNS servers do I use for my UrbanX connection?

Accepted Answer

By default, UrbanX customers automatically use our own DNS servers via their routers. This ensures we can respond quickly to issues if public DNS services go down or experience delays. It's one more way we optimise the gaming experience on our network. However, we do prefer to use our own DNS Servers for our UrbanX Connection: Primary: 41.79.212.41 Secondary: 41.79.212.10

Question 47

Who provides technical support?

Accepted Answer

UrbanX is your primary support provider. We manage line performance and customer support, and coordinate with {PROVIDERNAME} if required. You can also check our Network Status page at any time.

Question 48

What support do I get with UrbanX?

Accepted Answer

UrbanX provides full 24/7 customer support and network monitoring. You can find our support details here on our contact page.

Question 49

What if I relocate?

Accepted Answer

If you’re moving to another {PROVIDERNAME}-covered area, we can assist with transferring your service. If {PROVIDERNAME} isn’t available, we’ll help switch you to another supported FNO.

Question 50

Who do I contact if there’s a network issue?

Accepted Answer

UrbanX provides all your technical support and monitoring. Check our Network Status page or contact support directly.

Question 51

Can I keep my service if I move?

Accepted Answer

If your new location falls within {PROVIDERNAME}’s coverage, we’ll assist with transferring your connection. If not, we’ll check if another supported FNO is available.

Question 52

Do I need a specific router?

Accepted Answer

We supply WiFi 6-ready routers with supported {PROVIDERNAME} packages to ensure the best performance. You can also use your own compatible router if preferred.

Question 53

What support does UrbanX offer if there's a network issue?

Accepted Answer

We monitor {PROVIDERNAME}’s network performance and will assist you in troubleshooting. You can also check our Network Status page for live updates and issue reporting.

Question 54

What happens if I move?

Accepted Answer

If you're relocating to another {PROVIDERNAME}-covered area, we’ll assist you with transferring your service. If {PROVIDERNAME} internet isn’t available, we’ll check for alternative FNOs at your new address.

Question 55

Can I use my own router?

Accepted Answer

Yes, but we recommend using our supplied router to ensure full compatibility and optimal performance with the {PROVIDERNAME} fibre network.

Question 56

Will I need a router?

Accepted Answer

Yes. UrbanX supplies a pre-configured, WiFi 6-capable router with supported packages. You’ll be ready to connect as soon as the line is live.

Question 57

Who installs the fibre line?

Accepted Answer

{PROVIDERNAME} handles the fibre installation to your home. UrbanX, as the {PROVIDERNAME} service provider, will then activate your service once the line is live.

Question 58

What is an FNO, and what do they do?

Accepted Answer

A Fibre Network Operator (FNO) like {PROVIDERNAME} is responsible for building and maintaining the physical fibre infrastructure. UrbanX provides the internet service over this network.

Question 59

How long does it take to get connected?

Accepted Answer

Once your order is validated and {PROVIDERNAME} has coverage in your area, the installation typically takes 5–10 working days, depending on demand and availability.

Question 60

How do I know if UrbanX is available in my area?

Accepted Answer

You can check your address on our coverage map or use our order form to see if {PROVIDERNAME} or another Fibre Network Operator is active in your location.

FREQUENTLY ASKED QUESTIONS

TECHNICAL & SERVICE‑RELATED FAQ

Do you offer professional installation or cabling services for complex setups (e.g. businesses or multi-room homes)?

Do you offer professional installation or cabling services for complex setups (e.g. businesses or multi-room homes)?

Are advanced settings like port forwarding, VLANs, or VPN passthrough available with UrbanX?

Are advanced settings like port forwarding, VLANs, or VPN passthrough available with UrbanX?

Does UrbanX use traffic shaping or packet prioritisation?

Does UrbanX use traffic shaping or packet prioritisation?

Does UrbanX offer an SLA (Service-Level Agreement) or uptime guarantee?

Does UrbanX offer an SLA (Service-Level Agreement) or uptime guarantee?

Can I get a static IP address with UrbanX?

Can I get a static IP address with UrbanX?

Does UrbanX support IPv6?

Does UrbanX support IPv6?

If I'm switching from another ISP to UrbanX, how long will it take to get connected?

If I'm switching from another ISP to UrbanX, how long will it take to get connected?

If I don't have fibre, how long will it take UrbanX to get installed & connected?

If I don't have fibre, how long will it take UrbanX to get installed & connected?

Where should the ONT be installed in my home?

Where should the ONT be installed in my home?

What is an ONT in a fibre installation?

What is an ONT in a fibre installation?

If there is an outage in my area, how will UrbanX notify me and how regularly will I receive updates?

If there is an outage in my area, how will UrbanX notify me and how regularly will I receive updates?

How to Perform an Internet Speed Test with UrbanX

How to Perform an Internet Speed Test with UrbanX

What DNS servers do I use for my UrbanX connection?

What DNS servers do I use for my UrbanX connection?

BILLING & ACCOUNT FAQ

When does my UrbanX billing cycle begin?

When does my UrbanX billing cycle begin?

What happens to my account charges if there's a prolonged outage (over 24 hours)?

What happens to my account charges if there's a prolonged outage (over 24 hours)?

Can I switch my payment method to debit order?

Can I switch my payment method to debit order?

How do I make a payment at a retail store?

How do I make a payment at a retail store?

Can I add multiple billing methods or split payments between accounts?

Can I add multiple billing methods or split payments between accounts?

Can I get UrbanX's banking details to pay via EFT?

Can I get UrbanX's banking details to pay via EFT?

Why is my invoice higher than expected when I signed up for a R499 package?

Why is my invoice higher than expected when I signed up for a R499 package?

How do I pay my UrbanX invoice using the payment link?

How do I pay my UrbanX invoice using the payment link?

Is there a cancellation fee with UrbanX fibre?

Is there a cancellation fee with UrbanX fibre?

Do I need to pay an installation or connection fee with UrbanX?

Do I need to pay an installation or connection fee with UrbanX?

Can I downgrade to the new Openserve 30/30Mbps fibre package with UrbanX?

Can I downgrade to the new Openserve 30/30Mbps fibre package with UrbanX?

Can I downgrade my fibre service with UrbanX?

Can I downgrade my fibre service with UrbanX?

How long does it take to upgrade my fibre line with UrbanX?

How long does it take to upgrade my fibre line with UrbanX?

Can I upgrade my fibre package with UrbanX?

Can I upgrade my fibre package with UrbanX?

How can I pay my UrbanXConnect account?

How can I pay my UrbanXConnect account?

MOVING & INFRASTRUCTURE FAQ

Can I choose where the fibre terminates inside my home?

Can I choose where the fibre terminates inside my home?

Do I need to take the ONT with me when moving to a new home?

Do I need to take the ONT with me when moving to a new home?

I'm moving house — can I move my UrbanX fibre line?

I'm moving house — can I move my UrbanX fibre line?

SUPPORT & SECURITY FAQ

How do I reset my router or recover my Wi‑Fi password?

How do I reset my router or recover my Wi‑Fi password?

What support channels are available outside office hours?

What support channels are available outside office hours?

Does UrbanXConnect have a mobile app?

Does UrbanXConnect have a mobile app?

Do I need to return the router if I cancel my UrbanX service?

Do I need to return the router if I cancel my UrbanX service?

If I'm switching from another ISP, when will my router be delivered?

If I'm switching from another ISP, when will my router be delivered?

Do I get a free router with my UrbanX fibre package?

Do I get a free router with my UrbanX fibre package?

REFERRAL PROGRAM FAQ