Fibre Services

Fibre Services

Fibre Services

  1. Service Provision
    • Fibre Broadband is provided on a best-effort basis by the relevant Fibre Line Provider.
    • Any equipment or hardware supplied during installation remains the property of the Fibre Line Provider or their appointed representative. Warranties on such equipment are held by them.
  2. Hardware Requirements
    • To access Fibre Data from Sky High Internet, a compatible Fibre router/modem is required. This must be purchased by the client.
    • Only approved hardware (ICASA, SABS certified) may be used. The use of unapproved equipment that interferes with or damages the Fibre Line Provider’s infrastructure or Sky High Internet’s service is strictly prohibited.
    • Any costs incurred due to damage caused by unapproved hardware will be the responsibility of the client.
  3. Network Availability & Installation
    • Fibre Line Providers determine the coverage areas and available speeds. Availability may vary even within marked coverage zones.
    • Pre-orders do not guarantee service availability at a specific address.
    • If your application cannot proceed, we will notify you accordingly.
    • Installations are typically completed within approximately 30 days, though this is not guaranteed.
    • Sky High Internet currently offers Fibre to the Home services only.
  4. Installation & Additional Charges
    • Installation and connection fees are set by the Fibre Line Provider.
    • Additional charges may apply for:
      • Trenching or extra cabling
      • Re-installations or indoor transfers (within the same premises)
      • Incorrect address submissions
    • All additional charges will be communicated to the client for approval before proceeding.
  5. Service Changes & Cancellations
    • Speed upgrades/downgrades, address transfers, and ISP transfers may incur additional fees as prescribed by the Fibre Line Provider.
    • Downgrades may require 30 days’ notice, with the earliest possible date shown in the Client Control Panel.
    • Cancellations must be submitted via the Client Control Panel at least one calendar month in advance. The earliest cancellation date will also be displayed there.
    • Failure to provide proper notice may result in Early Termination Fees, which must be settled before processing the cancellation.
    • ISP transfers are treated as new installations and are also subject to the standard installation timeframe.
  6. Faults & Support Charges
    • A fee of up to R2,000.00 may be charged for faults caused by user error or faulty client-owned hardware. This charge will be billed once confirmed by the Fibre Line Provider.
  7. Installation Consent
    • By placing an order, the client confirms that all necessary permissions have been obtained from the landlord, property owner, or body corporate for installation.
  8. Network Usage & Fair Use
    • Network capacity is shared among all Sky High Internet users.
    • Acceptable Usage Policies apply to Uncapped services.
    • Capped services may be shaped or throttled during periods of high demand but generally receive priority throughput unless affected by network conditions.

Uncapped Services – Sky High Internet

  1. Service Overview
    • Sky High Internet’s Uncapped Fibre services do not have a data usage limit (cap), but speeds are restricted to the maximum speed of the subscribed Fibre line.
    • These services are intended strictly for personal use and may not be:
      • Resold
      • Shared with third parties
      • Used for commercial purposes
    • Use of Uncapped services by Wireless Internet Service Providers (WISPs) is strictly prohibited.
  2. Acceptable Use Policy (AUP)
    • All Uncapped products are subject to an Acceptable Use Policy (AUP), which outlines fair usage expectations and network management practices.
    • The AUP can be accessed [here] (insert link).
    • By accepting these Terms & Conditions, you also agree to comply with the AUP.
  3. Billing & Payment
    • Uncapped services are billed on a calendar month basis (from the 1st to the last day of each month).
    • Payment is due in advance, no later than the 1st of each month.

Vuma Reach – Terms & Conditions (Sky High Internet)

  1. Service Overview
    • Vuma Reach is a prepaid Fibre service offering uncapped internet access, available in selected areas as shown on the coverage map on our website.
    • The service is provided on a best-effort basis by Vuma. No credits will be issued for downtime lasting 9 days or less.
    • Installation includes a Wi-Fi enabled ONT (Optical Network Terminal); no additional router/modem is required.
    • All hardware remains the property of Vuma and must not be removed from the premises. Any removed equipment will be billed to the client.
    • Connection instructions will be provided during installation.
  2. Support & Troubleshooting
    • Sky High Internet provides first-line support only. Any unresolved issues will be escalated to Vuma for further resolution.
    • Available speeds may vary by location. Speed availability at your address is shown on the coverage map.
  3. Installation Details
    • Installation includes:
      • Up to 30 meters of fibre cabling from the connection point to the ONT.
      • Up to 5 meters of trenching (maximum depth: 200mm), excluding crossing barriers like paving, tiles, or tar.
    • Any additional costs will be communicated by the contractor and are the client’s responsibility.
    • If switching from another ISP, ensure your previous service is cancelled and released to avoid delays.
  4. RICA Compliance
    • Clients may be required to provide identity documents and proof of address for new installations or where address data is incomplete.
    • In some cases, Google Maps coordinates or location pins may be requested to process the order.
    • These steps may introduce a delay of up to 72 hours.
  5. Payments & Billing
    • All payments for Vuma Reach are handled via third-party providers: PayFast and EasyPay.
    • No payments should be made directly to Sky High Internet. Payments made incorrectly will go through a refund process, which may take up to 10 days and delay service activation.
    • Services are only processed once full payment is received via the provided payment link.
    • The activation date is the date the service becomes available for use. Pro-rata billing applies from this date to the end of the month.
    • Any difference between the initial payment and the pro-rata amount will be deducted from the next payment.
  6. Service Options
    • Vuma Reach Prepaid: Requires payment using the allocated reference number.
    • Vuma Reach Prepaid Recurring: Requires a recurring payment method (debit/credit card).
    • Prepaid activations are valid for one month from the activation date. Recharging is required thereafter.
    • Recurring services are billed on the 1st of each month.
  7. Service Changes
    • For recurring services, changes can be made via the Client Control Panel and are typically activated within 15 minutes, with a brief downtime of up to 15 minutes.
    • No immediate cost is incurred for upgrades or downgrades. The new rate will apply from the next billing cycle.
    • Downgrades can only be scheduled 32 days after the last service change or activation date.
    • For prepaid services, changes are queued until the current service expires:
      • If payment is received before expiry, the change activates at midnight on the expiry date.
      • If payment is received after expiry, the change activates within 15 minutes of payment (if the order is still valid).
  8. Cancellations
    • Cancellations must be submitted via the Client Control Panel at least 9 days before the next billing date.
    • Late cancellations will result in the service being terminated at the end of the following month.
  9. Failed Payments
    • If a recurring payment fails, the service is immediately suspended.
    • If payment is made within 9 days, the service will be reactivated.
    • If not settled within 9 days, the service will be cancelled, and a new sign-up will be required.
    • No pro-rata billing applies for suspended services; days lost due to non-payment are not recoverable.

Frogfoot Air

  1. Service Overview
    • Frogfoot Air is a Frogfoot Fibre product offering uncapped internet access, available in selected areas as shown on the coverage map on our website.
    • This product is designed for basic personal use and is not intended for business use or high-demand users.
    • The service is provided on a best-effort basis by Frogfoot.
  2. Hardware & Installation
    • The service includes a Wi-Fi enabled ONT (Optical Network Terminal); no additional router/modem is required.
    • The ONT:
      • Supports up to 10 devices
      • Is not extendable
      • Does not include network ports
      • Does not support repeaters or range extenders
    • All hardware remains the property of Frogfoot and must not be removed from the premises. Any removed equipment will be billed to the client.
    • Installation costs exclude trenching or pipe unblocking. Any additional installation charges will be communicated and are payable by the client.
  3. Support & Fault Resolution
    • Sky High Internet provides first-line troubleshooting only. Unresolved issues will be escalated to Frogfoot.
    • Frogfoot commits to attending to valid faults by the next business day.
    • Usage statistics are not currently available for Frogfoot Air services.
  4. Service Changes
    • Service changes are only allowed between available Frogfoot Air packages.
    • Downgrades (to a lower speed) are only permitted after 6 months of active service.
      • This includes upgraded services; downgrades are not allowed within the first 6 months of an upgrade.
      • Clients cannot upgrade and downgrade within the same month. The upgraded service must first be renewed before a downgrade can be scheduled for the next billing cycle.
  5. Cancellations
    • Cancellations must be submitted via the Client Control Panel.
    • A calendar month’s notice is required for all cancellations.
    • Services purchased on promotional offers may carry additional terms and conditions.
    • The earliest available cancellation date will be displayed in the Client Control Panel.

Openserve Web Connect

  1.  
    • Openserve Web Connect is an Openserve Fibre product offering uncapped internet access, available in selected areas as shown on the coverage map on our website.
    • Only one Openserve Web Connect service is permitted per premises.
    • This product is designed for basic personal use and is not intended for business use or high-demand users.
    • The service is provided on a best-effort basis by Openserve.
  2. Hardware & Installation
    • The service includes a Wi-Fi enabled ONT (Optical Network Terminal); no additional router/modem is required.
    • Setup is facilitated by Openserve during installation.
    • All hardware remains the property of Openserve and must not be removed from the premises. Any removed equipment will be billed to the client.
    • Installation includes up to 8 linear meters of trenching or pipe unblocking. Additional trenching is charged at R160.00 per linear meter, payable by the client.
  3. Support & Usage
    • Sky High Internet provides first-line troubleshooting only. Unresolved issues will be escalated to Openserve for further resolution.
    • Usage statistics are not currently available for this service.
    • Openserve reserves the right to implement a Fair Usage Policy at its discretion.
  4. Service Changes
    • Service changes are only allowed between available Openserve Web Connect packages.
    • Downgrades (to a lower speed) are only permitted after 6 months of active service.
      • This includes upgraded services; downgrades are not allowed within the first 6 months of an upgrade.
      • Clients cannot upgrade and downgrade within the same month. The upgraded service must first be renewed before a downgrade can be scheduled for the next billing cycle.
  5. Cancellations
    • Cancellations must be submitted via the Client Control Panel.
    • A calendar month’s notice is required for all cancellations.
    • Services purchased on promotional offers may carry additional terms and conditions.
    • The earliest available cancellation date will be displayed in the Client Control Panel.

Static IP's

Minimum Requirements

  • Only one Static IP may be linked to a single active Openserve service (username).
  • Static IPs cannot be transferred between services.
  • A Static IP remains active only while the associated Openserve service is active. If the service is cancelled, the Static IP will be automatically deleted and cannot be recovered. If you repurchase the service, a new Static IP will be issued.
  • Non-payment for your Static IP and its associated service by the due date will result in permanent deletion of the Static IP. Deleted IPs cannot be restored.
  • You may request cancellation of a Static IP at any time, but the cancellation will only take effect at the end of the calendar month.
    Example: If you cancel on July 1st or July 15th, the Static IP will be deleted on July 31st at 11:59 PM.
  • Static IPs are assigned to your PPPoE connection. Internal network configurations such as NAT and routing must be managed by your network administrator for privacy and security reasons.

⚠️ Static IPs are only available for Openserve and Fibre services.

Regional Allocation

All Static IPs on our new network are allocated by region to optimize routing and throughput:

  • North: Free State, Gauteng, Mpumalanga, Limpopo, North West
  • East: KwaZulu-Natal
  • South: Eastern Cape, Western Cape, Northern Cape

To ensure optimal performance, your service is locked to the last line you connected from. If you move to a different region, you must cancel your current Static IP and apply for a new one in the new region.

Important Usage Notes

  • When enabling the Static IP option in your Control Panel, your service will be disconnected briefly to determine your region and allocate the appropriate IP.
  • The username will be locked to the first successful connection, preventing connections from other locations.
  • Only one concurrent connection is allowed per Static IP service.
  • Sky High Internet does not recommend using Dynamic or Static IPs to run email servers. If you choose to do so, it is your responsibility to monitor and manage any blacklisting issues (e.g., RBLs, SBLs, PBLs). Sky High Internet is not responsible for delisting or managing email server reputation.