PLEASE NOTE: These product or service specific terms and conditions must always be read together with our General Terms and Conditions, which will always apply to your use of this product or service.
GENERAL PROVISIONS
1. DEFINITIONS
Unless the context clearly indicates the contrary, any term defined in the General Terms and Conditions when used herein, shall bear the same meaning as defined in the General Terms and Conditions. To the extent that there is any contradiction between the General Terms and Conditions and these MWEB FTTB Service Terms the following order of precedence shall apply: (i) these MWEB FTTB Service Terms; and (ii) the General Terms and Conditions. In these MWEB FTTB Service Terms:
1.1 AUP means MWEB's Acceptable Use Policy which forms part of our General Terms and Conditions or which can also be found on our Website at https://www.mweb.co.za/legal-notices/policies/acceptable-use-policy;
1.2 Fixed Term Agreement means a contract for the provisioning of the FTTB Service for a fixed term period as indicated on the Application Form;
1.3 Free-To-Use Router means it is provided by MWEB at no extra cost when you sign up. If you cancel or switch providers, you may need to return it or pay a fee. You could still be charged for internet service and other fees.
1.4 FTTB Customer Portal means the FTTB Website provided by the FTTB Line Installer;
1.5 FTTB Line means a Fibre To The Business line;
1.6 FTTB Line Installer means the installer of the FTTB Line to your home;
1.7 FTTB Service means the provisioning of the FTTB service that enables you to send and receive data and email and access to the Internet using a FTTB Line provided by the FTTB Installer;
1.8 FTTB Website means the website located at https://myaccount.mweb.co.za;
1.9 GB means Gigabyte;
1.10 MB means Megabyte;
1.11 30 Day Service means the pre-paid access FTTB Service which expires automatically 30 (thirty) consecutive days after being activated;
1.12 Monthly Recurring Service means the pre-paid access FTTB Service that only expires once an instruction is received by Vumatel from MWEB to cancel that FTTB Service to cater for users who have elected to pay for their FTTB Services as a recurring monthly payment through the Payment Merchant
1.13 Out of Bundle Billing means you will automatically be charged per MB for Out of Bundle Usage;
1.14 Service Fee means the amount which we will charge you for the FTTB Service selected by you, as recorded on the FTTB Customer Portal or FTTB Website; and
1.15 Shaped means that traffic is prioritised and channeled in a specific order, for example web browsing and email traffic will be prioritised;
1.16 Throttle means the bandwidth management practice used to manage Internet traffic whereby your connection speed may be reduced based on your usage patterns and usage history at the discretion of MWEB;
1.17 Uncapped means there is no limit placed on the total volume of traffic uploaded or downloaded, however the AUP may place additional restrictions on usage behaviour beyond illegal or unlawful usage. Customers not adhering to the AUP may have their services limited or soft capped;
1.18 Unshaped means that the traffic is not prioritised and channeled in a specific order. The first service requested is delivered first; and
1.19 Website means www.mweb.co.za.
1.20 Free-To-Use Router means it is provided by MWEB at no extra cost when you sign up. If you cancel or switch providers, you may need to return it or pay a fee. You could still be charged for internet service and other fees.
2. SIGNING UP AND COVERAGE
You pay one bill to MWEB for your FTTB Service and FTTB Line rental.
If you do not have an existing FTTB Line MWEB or one of its approved installers will get the line installed. If you have an existing FTTB Line but have signed up with another ISP you will need to cancel with such ISP before we can provide you with our FTTB Services. You can transfer your existing FTTB Line to MWEB, under which circumstances you indemnify MWEB against any damages or penalties which may arise from the termination of your agreement with any other ISP or FTTB provider for the FTTB Service or the installation of the FTTB Line.
Before any installation can occur we will need to verify that you have FTTB coverage at your premises. Should you not have FTTB coverage we cannot provide you with an FTTB Line or any FTTB Service.
An installation fee may be payable by you for the installation of the FTTB Line. You will be advised of this fee prior to installation should such fee be applicable.
3. BILLING
3.1 Once-off installation and connection fees do apply.
3.2 An upfront order processing fee of R249 is required before the order is processed.
3.3 If you signed up or switched over to the FTTB Service in the middle of any calendar month, your first bill will include a pro-rata portion for the remaining period of the month in which you signed up plus the Service Fee for the following month.
3.4 Unless otherwise indicated in these MWEB FTTB Service Terms payment will be effected as per clause 8 of the General Terms and Conditions.
3.5 If you cancel within the first 12 months, then you will be charged a R999 cancellation fee.
4. FTTB PRE-REQUISITES
4.1 You are required to have a FTTB Line in order to make use of the FTTB Service.
4.2 The FTTB Service is not available everywhere. You are responsible for installing the FTTB Line before you subscribe to the FTTB Service.
4.3 If not provided by MWEB, you need to obtain your own FTTB router or network switch.
5. CONCURRENCY
You will only have one FTTB connection, per service, to the FTTB Service at any given time.
6. RE-GRADING
6.1 You may choose to upgrade or downgrade your FTTB Service.
6.2 We may be charge an additional fee for re-grading. You will be responsible for the payment of applicable re-grade fees.
7. FAULTS
All faults may be logged telephonically or on the Mweb portal or via chat services. Where a technician is required to attend to a fault and the Fibre Line Installer determines that a fault was caused by you, you will be responsible for any applicable call-out fees.
8. INSTALLATION AND CABLING
8.1 Installation is based on the Fibre Line Installer’s standard installation. The equipment used and cable distance can change from time to time as determined by the Fibre Line Installer. Additional cabling requirements will be billed separately.
8.2 You are responsible for the network setup beyond the ONT and router installation.
9. DISCLAIMER
We may use or rely on upstream providers to provide the FTTB Service or certain portions thereof. We accordingly provide the FTTB Service subject to the limitations and terms imposed on us by such upstream providers, which includes the actual availability of the upstream provider's network.
10. AUP
All our products are offered subject to the conditions contained in our AUP. By using our products you agree to be bound by the terms and conditions of our AUP.
11. FREE-TO-USE ROUTER
Our Fibre routers are provided at no charge for the duration of your subscription with Mweb and while utilizing the applicable service. In the event of service cancellation, you will incur charges for the router unless returned to us in its original condition and packaging.
- You will have 20 days from the deactivation of your service (at the end of your notice period) to return the router.
- If your router is not returned within the 20-day period, you will be billed for it, and ownership will transfer to you.
- When returning your router, ensure your name and Mweb customer number/code are included.
- Router returns will not be accepted if more than 20 days have passed since your account deactivation.
- You are responsible for covering all courier costs associated with returning the router.
- You will incur charges equivalent to the original retail value of the router.
- Once the router becomes your property, it will no longer be covered by Mweb`s insurance/warranty process, and we will not assume responsibility for any damage or malfunctions.