No, Cell C has partnered up with various Fibre Network Operators (FNO) in the market providing fibre on an open access network.

Transcription

1 C-FIBRE FREQUENTLY ASKED QUESTIONS 1. What is Fibre? Fibre is a next generatin bradband technlgy that intrduces super-fast speeds and a high capacity netwrk with flexibility, reliability and stability like yu have never seen befre. With super-fast speeds starting frm 10Mbps up t 1Gbps, this by far exceeds speeds achievable n legacy ADSL r 3G services. 2. What are the benefits f fibre technlgy? Prvides the mst cnsistent and reliable service ut f all bradband technlgies e.g. ADSL, 2G and 3G, currently available in the market. Prvides a stable cnnectivity - distance frm the lcal exchange des nt determine r affect yur line speed. Des nt use cpper s chances f cable theft is remte. Strmy weather r lighting strms have n impact n the quality f service. With dwnlad speeds f up t 100Mbps yu can nw enjy a wrld f unlimited digital entertainment, stream yur favurite mvies, TV series r music vides nline and never have t wrry abut buffering again. 3. Is Cell C rlling ut its wn fibre netwrk? N, Cell C has partnered up with varius Fibre Netwrk Operatrs (FNO) in the market prviding fibre n an pen access netwrk. 4. What is an pen access netwrk? This is where an peratr builds a fibre netwrk in a specific area and allws multiple ISP s (Internet Service Prviders) r SP (Service Prviders) t sell fibre services ver its netwrk. An pen access netwrk remves the need fr multiple peratrs t build duplicate netwrk infrastructure in the same area and pens up the market t cmpetitin by allwing varius ISP s t prvide cmpetitively priced fibre service t the market. 5. Wh is eligible t sign up fr C-Fibre? This ffering is available t bth new and existing Cell C custmers that fall within the C-Fibre cverage areas. 6. In which areas is the C-Fibre service available? Cell C has partnered up with varius fibre netwrk peratrs (FNO) in the market t bring C -Fibre t the tp metrs in Suth Africa. Check fr C-Fibre cverage which can be accessed at 7. Where can I sign up fr C-Fibre t get cnnected? The C-Fibre plans are available thrugh the fllwing channels:

2 Cell C Fibre Field sales team which yu can at myfibre@cellc.c.za; Cell C Fibre Telesales team which yu can cntact n r at Fibredirect@cellc.c.za; Thrugh ur nline channel, namely C-Fibre nline sales channel, which can be accessed at Cell C Business Sales Channel which yu can cntact n r BusinessSales@cellc.c.za; Thrugh select Cell C wned and franchise stres which can be viewed at 8. What are the benefits f the C-Fibre plans? C-Fibre tariff plans prvide subscribers with the fllwing inclusive benefits; Unlimited, unrestricted and unshaped fibre; Free Wi-Fi Ruter valued at R 1,699 inclusive VAT and will be subsidised by Cell C subject t a prrated claw back*; Free installatin starting frm R 1, 710 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated claw back*; Free installatin is limited t the standard Installatin prvided by the fibre netwrk peratr. Any additinal installatin requirements utside f the standard Installatin will be fr the custmer s accunt; Free cnnectin starting frm R 570 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk peratr and will be subsidised by Cell C subject t a pr-rated claw back*; FREE persnalised device set-up; *A 24 mnth pr-rated clawback in the event f an early cancellatin f the cntract, i.e. the custmer will be liable fr the utstanding pr-rata amunt f the installatin r cnnectin r Wi-Fi ruter (as applicable) shuld they cancel the cntract within the first 24 mnth perid frm the service activatin date. 9. Hw much des C-Fibre cst and is the price inclusive f data and line rental? The belw C-Fibre tariff plans are applicable n the Fibre Netwrk Operatr s respective cverage areas. C-Fibre pricing is inclusive f data and the line rental csts and will be billed by Cell C n a mnth t mnth basis. Table 1: C-Fibre Symmetrical Tariff Plans C-Fibre Price Plan Vumatel / Vumatel Aerial Netwrk FrgFt Netwrk Octtel Netwrk Metrfibre Netwrk C-Fibre 10Mbps/10Mbps - R 749 R 749 R 749 C-Fibre 20Mbps/20Mbps R 899 R 799 R C-Fibre 25Mbps/25Mbps R 899 C-Fibre 50Mbps/50Mbps R 1,099 R R 1, 099 C-Fibre 100Mbps/100Mbps R 1, 249 R 999 R 1, 199 R 1, 399 C-Fibre 200Mbps/200Mbps R 1, R 1, 499 R 1, 899

3 Table 2: C-Fibre Asymmetrical Tariff Plans Vumatel / Openserve FrgFt Octtel C-Fibre Price Plan Vumatel Aerial Netwrk Netwrk Netwrk Netwrk C-Fibre 4Mbps/1Mbps R C-Fibre 4Mbps/2Mbps - R C-Fibre 10Mbps/5Mbps - R R 649 C-Fibre 20Mbps/2Mbps R C-Fibre 20Mbps/5Mbps R 799 C-Fibre 20Mbps/10Mbps - R C-Fibre 40Mbps/20Mbps - R 1, C-Fibre 50Mbps/5Mbps R 1, C-Fibre 100Mbps/10Mbps R 1, C-Fibre 100Mbps/25Mbps R 999 C-Fibre 100Mbps/50Mbps - R 1, C-Fibre 200Mbps/20Mbps R 1, C-Fibre 1Gbps/25Mbps R 3, 999 C-Fibre 1Gbps/100Mbps R 5, R 5, What is the cntract duratin f C-Fibre? Ntwithstanding the date f the fibre installatin, the use f the C-Fibre tariff plans will be n a mnth t mnth basis, until such time as C-Fibre is cancelled. 11. Des the C-Fibre service have a fair usage plicy r sft cap? N, C-Fibre ffers yu an unlimited, unshaped and unrestricted service, with n caps n usage r thrttled data speeds. 12. D I pay fr the installatin and cnnectin fee when signing up with Cell C? Each Fibre Netwrk Operatr charges an applicable nce-ff installatin and/r cnnectin fee which is payable after the fibre line has been installed t the hme. (Installatin means the physical installatin f the fibre line and CPE t yur premises, and includes all physical wrk and materials required). The gd news is that custmers that sign up fr C-Fibre enjy the benefit f having these csts subsidised 100% fr them by Cell C, meaning that a custmer will never g ut f pcket trying t settle the csts directly t get a fibre line installed. Please nte that payment f yur installatin fee will be at a flat rate and Cell C will nly make prvisin fr payment at the stipulated flat rate fr the installatin f yur fibre line. Certain FNO s may charge mre than this flat rate, and yu will be advised f this upn applicatin fr C-Fibre. Custmers will be respnsible fr any amunt ver and abve the flat rate charged n the installatin f the fibre line which is limited t a specific linear metre as utlined belw:

4 Installatins n the Vumatel / Vumatel Aerial netwrk are limited t 4 hurs labur, CPE device, 150metres n the cabling, 7metres n the trenching length 200mm clearance 50mm width and 2 metres n lifting the paving length 200mm clearance 50mm width. Installatins n the Openserve netwrk are limited t 8 metres; the custmer will be liable fr any installatin ver 8 metres at a rate f R per linear metre. Installatins n FrgFt netwrk are limited t 30 metres; the custmer will be liable fr any installatin ver 30 metres at a rate f R 57 per linear metre. Installatins n Metrfibre netwrk are limited t 15 metres; the custmer will be liable fr any installatin ver 15 metres at a rate f R per linear metre. Octtel fibre installatins t the hme are nt limited t a specific metreage; therefre custmers taking up a C-Fibre service n these netwrks will nt incur additinal charges n installatin. The fllwing free inclusive value added services will apply t C-Fibre when custmers sign up: Free Wi-Fi Ruter valued at R 1,699 inclusive and will be subsidised by Cell C subject t a prrated clawback*; Free installatin starting frm R 1, 710 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated clawback*; Free installatin is limited t the standard Installatin prvided by the fibre netwrk peratr. Any additinal installatin requirements utside f the standard Installatin will be fr the custmer s accunt; Free cnnectin starting frm R 570 inclusive VAT. Please nte that this value will vary depending n the fibre netwrk and will be subsidised by Cell C subject t a pr-rated clawback*; FREE persnalised device set-up; *A 24 mnth pr-rated clawback in the event f an early cancellatin f the cntract, i.e. the custmer will be liable fr the utstanding pr-rata amunt f the installatin r cnnectin r Wi-Fi Ruter (as applicable) shuld they cancel the cntract wi thin the first 24 mnth perid frm the service activatin date. 13. D I need t sign-up fr a vice line as well t get cnnected t C-Fibre? N, unlike ADSL yu will nt be required t sign-up fr a vice line as a pre-requisite t get access t C-Fibre. 14. Hw lng des it take t have my fibre line installed and cnnected after placing my rder with Cell C? The turnarund times are dependent n the fibre netwrk peratr servicing yur area. Time t install and get cnnected will vary between 7 wrking days and up-t 6 weeks fr areas that are active r fibre rllut is in prgress.

5 15. Hw d I fllw-up n the fibre line installatin prgress? Yu can call r cfibresupprt@cellc.c.za. 16. Wh wns the ONT (ptical netwrk terminal) r CPE (custmer premise equipment) bx that sits in my hme? The Fibre Netwrk Operatr (FNO) wns it. 17. Hw d I cnnect t the internet? Yu can call r cfibresupprt@cellc.c.za t get cnnected t the internet as sn as the FNO installs the CPE in yur hme. The CPE nly cnnects the custmer t the fibre peratr s fibre netwrk. Yu will have received a Wi-Fi Ruter which yu will need t cnnect t the FNO CPE via the Ethernet prt and Cell C will get yu cnnected t the internet. 18. Can I use my wn Wi-Fi Ruter? Yes, if yu already have an existing Wi-Fi Ruter this can be used instead if preferred. Hwever it is recmmended that yu re Wi-Fi Ruter supprts the fllwing features t get the ptimal perfrmance n fibre: Supprt fr Wi-Fi ( b/g/n and ac) Minimum Wi-Fi AC speed supprt f up t 1200Mbps Dual band supprt n 2.4GHz and 5GHz Wi-Fi bands Gigabit Ethernet WAN Prt Gigabit Ethernet LAN Prts VLAN cnfiguratin Supprts TR 069 Supprts aut cnfiguratin Supprts bth MAC and PPPOE authenticatin 19. Des the Wi-Fi Ruter have a warranty? Yes, the Wi-Fi Ruter carries a 1 year warranty. 20. What happens if the Wi-Fi Ruter is faulty r is an OBF (ut f bx failure)? The custmer will be required t cntact Cell C dedicated fibre supprt call centre n: ; Or cfibresupprt@cellc.c.za t arrange fr a technician t swap ut and cllect the faulty r OBF Wi-Fi Ruter. An ut f bx failure (OBF) shuld be returned within 7 days after purchase t be eligible fr a swp ut. 21. The Wi-Fi speed perfrmance f my ruter des nt match my current line speeds, what culd be the prblem?

6 Speed tests cnducted ver a Wi-Fi cnnectin is nt recmmended due t the fact that Wi-Fi technlgy perates n an pen frequency band and is prne t a lt f envirnmental interference and nise, the number f devices cnnected simultaneusly causes the Wi-Fi speeds t deterirate and the Wi-Fi range r distance culd als hinder the speed perfrmance. Cell C C-Fibre subscribers are advised that speed tests fr C Fibre must be cnducted ver the wired fibre cnnectin i.e. Cmputer must be cnnected directly t the ruter via the Ethernet prt t determine the actual line speeds f the C Fibre service. In rder t run a speed test C-Fibre subscribers are advised t use speedtest.net, select the Cell C server and run the test. 22. Hw are cancellatin requests, upgrade/dwngrade requests and supprt queries fr handled? The custmer can cntact Cell C with regards t cancellatins, upgrades/dwngrades r supprt related queries n; ; Mn-Fri 7:00 20:00 Sat 8:00 13:00 After Hur Calls: All calls will be redirected t the exclusive help desk fr any assistance Or cfibresupprt@cellc.c.za. Cell C will run a diagnsis test fr supprt related queries and reprt the issue t the Fibre Netwrk Operatr (FNO).