Frequently Asked Questions
General
Q: How long will it take for my uncapped account to be setup
A: Our standard turnaround time is 24 hours Monday to Friday. However most setups are completed within 6 hours of signup. We will email the wifi SSID and password to you once completed.
Q: How fast is the connection?
A: Woodstock Quarter Clients have a 1 Gbps (Gigabit per second) backbone connection.The line speed varies with the wireless device used to connect, anywhere between 50mbps and 500mbps. On average most users see in the 100-150mbps range.
Q: How can I purchase this service?
A: You may purchase data on our landing page or by clicking on the Buy Wi-Fi menu option
Q: Why can't I connect to the network?
A: Check if you have a Wi-Fi-compliant network adapter or device and if it has been installed correctly.
Q: I get very slow speeds when plugged directly into the AP with a cable
A: By default the physical ports are limited to 10mbps. Please email
[email protected] and request the port to be unblocked
Q: How do I connect to the Internet?
A: The easiest way is to connect to the InternetFibre HotSpot access point and open a web browser. From there you will be presented with options to sign up with various packages, or you can connect quickly by purchasing a HotSpot voucher
Q: How do I get hold of someone to talk to?
A: Please see our Contact page for various support options
HotSpot
Q: What will my voucher look like?
A: Your voucher username will always be your email address (
[email protected]) and your password will be randomly generated at first. Your password will never change when you buy more data.
Q: Can I use more than one device on the network?
A: Yes. Just enter your voucher details on the device you'd like connected.
Q: How many devices can connect on the HotSpot voucher?
A: Up to 10 devices are supported at the same time. Please note each device contributes to the total usage of the voucher
Q: I lost my access code. Can I get another one?
A: Your voucher details will be emailed to you upon purchase, and are always available in your Account History.
Q: How long is the HotSpot voucher valid for?
A: The vouchers have a validity period of one year
Billing
Q: When I sign up it says “Future payments to be debited monthly for a total of 119 payments starting on 2020-xx-xx”. Does this mean a contract period?
A: The service is month to month and can be cancelled at any time through your payfast account that is created on signup. The term of 119 months is merely a “placeholder” to allow the service to be billed on a monthly basis and is not an indication of any kind of contract term.
Q: Why is there a setup fee if the apartment already has a wifi router installed?
A: The setup fee is an administration fee that is charged to all new signups. The hardware is pre-installed as a convenience to occupants of the apartment. The setup fee does not cover the cost of installation since that was done before any occupation of the unit. A lot of additional work is done in the background to ensure that apartment signups are handled correctly.
Q: How can I view my usage if my package is uncapped?
A: Please email
[email protected] and ask for a usage account to be created. We will provide you with login details that can be used for this purpose
Q: How do I cancel my service?
A: You can log in to your PayFast account at any time and manage your subscription from there. Please notify us by emailing
[email protected] so that we can suspend your account timeously.
