Frequently Asked Questions
Please see a list of common queries below,
for more information contact us on 021 201 0220 or email customerservice@sonictelecoms.
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 Hero Fusion?
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?
|After 200 Gigs Speed drops to 2Mbps||After 300 Gigs Speed drops to 2Mbps||After 500 Gigs Speed drops to 2Mbps||Unlimited|
What is Sonic Telecoms Pro-rata Fair Usage Policy?
Please be advised that during your Pro-rata billing period your FUP allocation will differ in line with the data table below.
Calculated on a 30 Day Month
|FUP Limit||Daily Allocation||Pro-rata Days||Pro-rata Gig Allocation|
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 email@example.com.
What is Fibre and how long does it take to install?
Fibre or Fibre Optics, bronzerally 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 get in touch with Sales at Sonic Telecoms?
What is the Support Departments office hours?
How do I get in touch with the Support Department for any issues once I have been connected?
What is Sonic Telcoms SLA for commercial clients?
|SERVICE LEVEL AGREEMENT||SME||PREMIUM||ENTERPRISE|
|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?
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 firstname.lastname@example.org 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 email@example.com
How do I pay my account?
We have the following payment options available:
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 Hero Fusion 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.
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