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Frequently asked questions

How do I log a ticket?

There are 3 ways in which you can log a ticket:

  1. Call our helpdesk on 086 999 0347
  2. Login to the Customer Portal and log a ticket there
  3. Email our help desk support@infraplex.net or

My internet is not working, what do I do?

Check the following:

  1. Check that all your Internet equipment is powered on
  2. Reboot all equipment
  3. Check if there is a red light on your Fibre converter, this could mean there is a break in your fibre
  4. Contact our helpdesk

My internet is slow what should I do?

  1. Perform a speed test
    Disconnect all devices from the network. Plug a computer into the the router directly with a network cable. Visit the URL: www.speedtest.net check the speed you are testing at and compare this to your contracted speed.
  2. Wi-Fi
    Interference often affects the performance of Wi-Fi inside your home. There are a several causes for this interference including but not limited to; The placement of your Wi-Fi router, mirrors and glass, internal wall material and thickness, other Wi-Fi devices e.g. cordless phones, baby monitors, microwave ovens and other Wi-Fi access points. Due to the volatility of Wi-Fi, services delivered over this medium cannot be guaranteed. Infraplex will assist with identifying “Wi-Fi dead spots” within your home and potentially suggest additional or replacement of original Wi-Fi equipment.

How long will it take to get installed?

Installation booking time can take one to two weeks, depending on availability within our scheduling process.

How long does installation take?

Installation can take between 30 minutes to and hour to complete installation in your home.

What do I do if I want to upgrade?

To upgrade your internet package please email your upgrade query to sales@infraplex.net and our sales team will contact you to assist with the requirements and procedure to upgrade.

I have fibre in my area how do I get connected?

Call 010 590 8856 or email sales@infraplex.net, our sales team can then check your feasibility and recommend the best coverage packages for you.

How do I update my personal details?

To update your personal details on your Infraplex contact, please email the changes of your personal information to sales@infraplex.net and our sales team will amend your contract information.

I am moving, what do I do to reconnect my fibre internet?

Email sales@infraplex.net informing Infraplex of the move. Also please provide your new address information to check feasibility on availability of fibre at your new address.

Please note. We would then need one month’s written calendar notice on that current fibre contract for cancellation to accounts@infraplex.net.

Our sales team will then provide you with a new contract for your new address is fibre is available.

*This remains within the guidelines of the FICA act, as a new contract is required for different addresses.

How do I change my WIFI password?

Please email support@infraplex.net to request a password change.

I accidentally reset my router to default setting, how do I restore it?

To restore your router you will need to login with your PPPoE username and password, if you aren’t able to do so, please contact support by emailing support@infraplex.net or log a ticket.

I logged a ticket a long time ago, how do I get assistance from support?

For immediate assistance on your ticket please call 010 590 8856 and select the support option.

I require my router’s password, where can I find it?

Your routers configuration information was supplied to you on your configuration and installation confirmation form. If you do not have access to this information you can call our support team at 010 590 8856.

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Articles

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