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Frequently Asked Questions

Please see a list of common queries below,
for more information contact us on 021 201 0220 or email customerservice@sonictelecoms.co.za.

How does a Wireless ISP (WISP) differ from an ADSL/FTTH ISP?

Internet data is transmitted between the client and a high site antenna using a radio waves. This is similar to how mobile phones work. Where as your ADSL/FTTH client will get internet access from the ISP via copper or fibre cable.

What are the benefits of using Sonic Telecoms wireless internet services?

You can get connected fast and efficiently within a matter of days if you are within the Sonic Telecoms coverage area, without having to wait for an ADSL or fibre line to be installed.

How long does a wireless installation take at my house?

A customer’s installation can take anywhere between 1 – 3 hours depending on the complexity of the installation.

What is Fusion Fibre?

This is Sonics unique product offering which combines a last mile wireless connection with a fibre connection from our high site to our data centre. This provides you with fast internet access without all the hassles of trenching in the ground.

What happens if I move home or office?

We are able to relocate your internet service if you are moving premises, provided you have line of sight to one of our towers at the new address. We can also provide you with internet over any one of the many open access fibre providers.

There will be a fee charged which will be confirmed by a Sonic representative.

What packages are available?

We have various packages available to suit your needs. Please go to our packages page. Wireless or Fibre we can connect you.

Do I get a router with the installation?

Yes. We supply a free-to-use router as part of the installation. *may change subject to packages selection. Additional routers can be purchased at your request.

How do I check my usage?

Log into your Customer Portal page, with the details provide once you are a connected client.

What happens to my connectivity during load shedding or power failures?

Our high sites are equipped with back-up battery power to keep operating during power outages. If you have no back up power in your home, then your internet would not work.

What is Sonic Telecoms Fair Usage Policy?


Accounts
Free Trial
Lite
After 200 Gigs

Speed drops to 2Mbps

Basic

After 300 Gigs

Speed drops to 2Mbps

Advanced

After 500 Gigs

Speed drops to 2Mbps

Premium
Unlimited

How do I get in touch with Sales at Sonic Telecoms?

Call us on 021 201 0220 and press 2 for Sales or email us at sales@sonictelecoms.co.za.

What is Fibre and how long does it take to install?

Fibre or Fibre Optics, literally harnesses the speed of light by transferring data via glass cabling (fibre optics) taking advantage of total internal reflection.

Due to the type of equipment and trenching needed to install fibre in Cape Town, it may take up to 6 months to have fibre optics installed in your streets.

Can Sonic provide internet access in other parts of South Africa?

Yes, we have other companies under the Herotel umbrella that can provide services outside the Western Cape. We can also provide Internet over various open access services providers, eg: Vumatel.  

Which areas of Cape Town are covered by Fibre?

Check out our coverage map on our website.

How do I cancel my contract?

All customers are within their rights to cancel their service with Sonic Telecoms. Please be advised that we require a months cancellation notice on any Fusion Fibre or Wireless product. A full 2 months calendar notice is required for Fibre.
The cancellation fee associated with your contract will be in line with whatever contract term you selected (either month to month, 12  months, or 24 months). Please refer back to your original contract, the cancellation fee in general will be equal to the sum of your discounted installation. T&C’s apply and installation fees  vary according to product.

How do I get in touch with the Support Department for any issues once I have been connected?

In order to contact our support department please email support@sonictelecoms.co.za  or call us on 021 201 0220.
Our technical support team is on duty between the hours of 8 am to 10 pm from Monday to Friday.  These operating hours extend to weekends and public holidays. Please log a ticket with our support team by emailing them at support@sonictelecoms.co.za in order to note issues that occur after hours. Our team will be able to process and attend to any issues noted after hours by going through the logged issues during the consecutive shift. 

How do I get in touch with Sales at Sonic Telecoms?

In order to get in touch with our sales team call 021 201 0220 and press 2 once you have reached our help desk. You may alternatively email sales@sonictelecoms.co.za.
For sales queries outside our standard operating hours please email sales@sonictelecoms.co.za

What is the Support Departments office hours?

Our technical support team is on duty between the hours of 8 am to 10 pm from Monday to Friday. 
These operating hours extend to weekends and public holidays. Please log a ticket with our support team by emailing them at support@sonictelecoms.co.za in order to note issues that occur after hours. Our team will be able to process and attend to any issues noted after hours by going through the logged issues during the consecutive shift.

What is Sonic Telcoms SLA for commercial clients?

A service level agreement is a commitment your Internet Service Provider makes. These commitments relate to the standard of the service you will receive as depicted in the table below. In general service level agreements are typically reserved for Business, SME and Enterprise clients. 
Businesses will receive a higher standard of service which is inclusive of  up-time guarantees, lowered contention ratios and often times fail-over solutions.
SERVICE LEVEL AGREEMENT SME PREMIUM ENTERPRISE
Uptime Guarantee 97% 98% 99%
Onsite Response Next Business Day 8 Business Hours 4 Business Hours
Email Response Within 8 Business Hours Within 4 Business Hours Within 1 Business Hour
Telephonic Support Business Hours 8 am till 10 pm 24/7

What does pro-rata billing mean?

Pro-rata billing simply means you will be billed weekly if your initial live date starts in the middle of the month.
Therefore, if you are connected to the internet on the 15th of the month you will be charged for the 2 weeks you utilised the Internet services.
Sonic Telecoms also follows advanced billing practices. This means that you will also be expected to pay for the month ahead for your Internet services. 
For example, you will pay your July fee at the end of June for the month ahead. 

What are the Accounts Department office hours?

The Accounts Department is available from 8 am to 5 pm weekdays.

Please email the accounts team for any accounting relating issues at accounts@sonictelecoms.co.za or call us on 021 201 0220 during our operating hours 

How do I get in touch with the Accounts Department?

Call us at (021) 201 0220 or email accounts@sonictelecoms.co.za

How do I pay my account?

We have the following payment options available:

  1. Debit order. To set up, email accounts@sonictelecoms.co.za.
  2. By making an Electronic Funds Transfer (EFT) paymentOur banking details are:
    Fusion Wireless (PTY) Ltd
    Bank: First National Bank
    Branch code: 203309
    Account Number 62276126672
    Account Type: Business cheque
    N.B. Please use your account number as a reference.
    Your account is strictly payable within 5 days from invoice date.
    Overdue accounts accrue interest at 2% per month.

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