MWEB Static IP Address – Terms and Conditions
1. Service Description
MWEB provides a Static IP add-on service that assigns a fixed public IPv4 address to an eligible fibre connection. The address is intended to remain the same when the customer's router disconnects or reconnects, subject to service availability and technical requirements.
2. Eligibility
The service is available only to qualifying Fibre-to-the-Home (FTTH) and Fibre-to-the-Business (FTTB) customers on supported packages and networks. The service is not available on Vumatel, Vuma Reach, Vuma Key, Openserve Web Connect, ADSL or LTE/5G services. Availability is subject to network compatibility and the availability of public IPv4 addresses.
3. Fees and Billing
The applicable fees will be billed to the customer's account in accordance with MWEB's billing terms.
4. Activation and Billing
The Static IP service is subject to successful activation and IP address allocation. If the service has been activated and the Static IP cannot be allocated due to a fault attributable to MWEB, MWEB will credit the customer as appropriate. No credit will be due where the failure results from circumstances attributable to the customer or other factors outside MWEB's control, subject to applicable law.
5. Allocation and Configuration
One Static IP address may be assigned per eligible fibre service unless otherwise agreed in writing. The customer may be required to configure their router using the authentication details supplied by MWEB. The customer is responsible for following the configuration instructions provided. Continuity of the assigned IP address is not guaranteed if the customer changes premises or where technical or network requirements necessitate a change.
6. Permitted Use
The Static IP may be used for legitimate purposes, including remote access, VPN connectivity, CCTV and IoT access, hosting low-volume services, and business applications requiring a fixed IP address.
7. Prohibited Use and Suspension
The customer may not use the service for unlawful activities, spam distribution, malicious activity, distributed denial-of-service (DDoS) attacks, illegal content hosting, or any activity that compromises network security or stability. MWEB may suspend the Static IP service where reasonably necessary to address suspected abuse, unlawful activity or a security risk, subject to applicable law. Suspension may take immediate effect where abuse, unlawful activity or a security risk is identified. MWEB will contact the customer and, where appropriate, provide an opportunity to resolve the issue before restoring the service.
8. Support and Limitations
MWEB will provide reasonable, best effort support for Static IP allocation and connectivity to its network. MWEB will not provide support for Static IP configuration on the customer's network, including configuration on an MWEB-supplied router or a customer-supplied router. Support remains subject to applicable technical limitations. Support does not extend to customer hosted applications, customer firewall configurations, third party VPN solutions, external devices or advanced server troubleshooting.
9. Cancellation
The customer may cancel the Static IP add-on by providing one calendar month's notice. Cancellation of the underlying fibre service will also result in the termination of the associated Static IP service. The customer remains liable for applicable charges during the notice period.
10. General
The Static IP service remains subject to MWEB's general Terms and Conditions and applicable service terms. These T&Cs must be read together with those documents.