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Frequently Asked Questions

Questions we are most often asked – and here are the answers!

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.

Do you have a fair usage policy on the uncapped products, will you throttle my account?

Some of Sonic products do have an FUP limit. The FUP limit and what happens when you reached this limit will be explained on the products page when you sign up. Our range of premium packages have no FUP limits.

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

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?

Clients can cancel their contract if necessary. Penalty fees will be payable according to your signed contract. 1 month calendars notice is also required, we will not accept immediate cancellations. A 2 months calendar notice is requited for fibre cancellations.  The cancellation needs to be in writing and mailed to

How do I get in touch with the Support Department after I am connected?

Call us at 021 201 0220 or email

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

What is the Support Departments office hours?

Our technical support team is on duty from 7am to 10pm Monday to Friday and 8am to 10pm on weekends and public holidays.Our technical support team is on duty from 7am to 10pm Monday to Friday and 8am to 10pm on weekends and public holidays.

What does prorata billing mean?

We charge you from the day your connection is live, if this is not a full month then your subscription amount will be calculated for the days in the month that you are connected.

What is the Accounts Departments office hours?

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

How do I get in touch with the Accounts Department?

Call us at (021) 201 0220 or email

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