Getting started
with Infini-fi
Because sometimes even Unlimited Living comes with questions.
The Getting Started section is your quick launchpad into the world of Infini-fi. Here you’ll find answers to the most common questions about checking coverage, signing up, installation, and what you get when you join.
Fibre is internet as it should be — fast, stable, and built for modern living. It uses optical cables that transmit data at the speed of light, giving you smooth streaming, crystal-clear video calls, and lag-free gaming.
Because it just works. Fibre gives you: In short: it keeps up with every version of you.
💡 Think of the FNO as the road builder, and Infini-fi as the car that gets you places.
Use our online Coverage Map. Enter your address to check availability. If fibre isn’t live yet, you can register your interest — we’ll notify you as soon as it arrives.
Signing up is simple. You’ll need: 💡 Switching from another ISP? Cancel with them first so your line is released. You can still sign up with Infini-fi immediately, and we’ll activate as soon as the line is free.
No — fibre uses modern fibre-optic cables, not old copper phone lines. No landline required.
Yes. All Infini-fi home fibre packages are month-to-month. You can upgrade, downgrade, or cancel anytime with one calendar month’s notice. ⚠️ If you cancel very early (within your first year), a once-off installation recovery fee may apply.
You’ll step into Unlimited Living with: 👉 If your installation requires extras (like trenching or extra cabling), we’ll confirm costs upfront before going ahead.
We coordinate everything with your local Fibre Network Operator (FNO). A technician will: The ONT is owned and maintained by the FNO, but you’ll only ever deal with Infini-fi for your service and support.
For the best Wi-Fi coverage, place the ONT and router in a central, open area of your home. 🚫 Avoid: 💡 Tip: Higher and central = better signal. Think of the ONT as the heart of your home’s internet connection.
Installation times depend on your FNO and area: We’ll keep you updated at every step.
Yes! Every Infini-fi package comes with a free-to-use Wi-Fi router.
Yes, but we recommend using the Infini-fi router: If you prefer your own high-end router, we’ll help you set it up — just contact us so we can unlock the line and provide the right settings.
Yes. An adult needs to be present to allow access, confirm placement of the ONT and router, and sign off once the install is complete.
It’s quick and simple: 💡 Many routers broadcast two signals:
We’re here to help: 👉 Send us a screenshot of your router/ONT lights and, if possible, a speed test result — our team will sort it out quickly.
Yes — all Infini-fi home fibre packages are 100% uncapped. That means: We also don’t shape or prioritise certain traffic on our standard packages. So whether you’re streaming, gaming, downloading, or on video calls, you’ll always get the best speed your line can deliver. The only guideline is our Acceptable Use Policy (AUP), which protects the network from abuse (like illegal activity or malware). For normal household use, you’ll never hit a limit. 💡 With Infini-fi, uncapped really means uncapped.
Fibre itself doesn’t carry electricity — your connection relies on power in two places: 👉 In short: 💡 To stay online during load shedding, we recommend a small UPS to keep your router and ONT running.
Yes — Infini-fi makes it easy to change your speed as your needs change. 👉 Just let us know via the customer portal or support team, and we’ll do the rest.
Switching is straightforward: 👉 Timing tip: Try to align your Infini-fi activation for the day after your old service ends. That way, you’ll have almost no downtime.
Don’t worry — most issues can be fixed with a few quick checks: 👉 If none of these steps help, contact Infini-fi support. Tell us what you’ve already tried and share what the lights on your ONT/router show — this speeds up troubleshooting.
Sometimes our support team may ask for test results to help identify what’s causing issues. These tests help us determine if the problem is: Speedtest Ping Test Traceroute 💡 Why this matters: These results help us quickly identify if the issue is in your home, with the fibre line, or with international connections. The more info you share, the faster we can get you back online.
We’ve kept cancellation simple. 👉 Requests must come in writing from the registered account holder’s email (or authorised contact). Once we’ve received it, we’ll confirm your end date and guide you through returning your router. ⚠️ Simply switching ISPs does not cancel Infini-fi billing — you must submit a formal cancellation.
Infini-fi requires one full calendar month’s notice, just like most ISPs. ⚠️ No mid-month cancellations or pro-rata billing in the final month. You’ll always pay through to the end of the following month. If you have a longer-term contract, cancellation penalties might apply. You can also set a future end date (e.g. 2 months out if you’re moving).
Yes. The Infini-fi Wi-Fi router is a loan device. 👉 The fibre ONT (wall-mounted box) belongs to the FNO — it stays in your home. Returning routers helps keep costs down and supports sustainability.
Fibre is linked to a physical address, so your service can’t simply “move” with you. But don’t worry — Infini-fi will help make the process smooth: 💡 Tip: Plan your move carefully. Keep your current service active until moving day, and schedule your new Infini-fi connection to go live as soon as possible after you move in. If your router is compatible with the new network, you may be able to reuse it — otherwise, we’ll provide you with one.
South African law (RICA) requires all telecoms users to provide: You can upload these via our portal or email. Other requirements: Your privacy is always protected under law and our policies.
Our AUP makes sure everyone uses the network fairly and legally. ✅ Normal use (streaming, gaming, video calls, downloading) = fine. Most customers will never encounter the AUP — it only applies in extreme misuse cases. If something does happen, we’ll reach out to resolve it. 👉 You can read the full AUP anytime on our website.
❌ Misuse (illegal activity, hacking, spamming, reselling bandwidth, hate speech, or disrupting the network) = not allowed.
The basics & need to know
Installation & setup
Using your fibre
Troubleshooting & support
Cancellation & moving
Legal
Fibre is internet as it should be — fast, stable, and built for modern living. It uses optical cables that transmit data at the speed of light, giving you smooth streaming, crystal-clear video calls, and lag-free gaming.
Because it just works. Fibre gives you: In short: it keeps up with every version of you.
💡 Think of the FNO as the road builder, and Infini-fi as the car that gets you places.
Use our online Coverage Map. Enter your address to check availability. If fibre isn’t live yet, you can register your interest — we’ll notify you as soon as it arrives.
Signing up is simple. You’ll need: 💡 Switching from another ISP? Cancel with them first so your line is released. You can still sign up with Infini-fi immediately, and we’ll activate as soon as the line is free.
No — fibre uses modern fibre-optic cables, not old copper phone lines. No landline required.
Yes. All Infini-fi home fibre packages are month-to-month. You can upgrade, downgrade, or cancel anytime with one calendar month’s notice. ⚠️ If you cancel very early (within your first year), a once-off installation recovery fee may apply.
You’ll step into Unlimited Living with: 👉 If your installation requires extras (like trenching or extra cabling), we’ll confirm costs upfront before going ahead.
We coordinate everything with your local Fibre Network Operator (FNO). A technician will: The ONT is owned and maintained by the FNO, but you’ll only ever deal with Infini-fi for your service and support.
For the best Wi-Fi coverage, place the ONT and router in a central, open area of your home. 🚫 Avoid: 💡 Tip: Higher and central = better signal. Think of the ONT as the heart of your home’s internet connection.
Installation times depend on your FNO and area: We’ll keep you updated at every step.
Yes! Every Infini-fi package comes with a free-to-use Wi-Fi router.
Yes, but we recommend using the Infini-fi router: If you prefer your own high-end router, we’ll help you set it up — just contact us so we can unlock the line and provide the right settings.
Yes. An adult needs to be present to allow access, confirm placement of the ONT and router, and sign off once the install is complete.
It’s quick and simple: 💡 Many routers broadcast two signals:
We’re here to help: 👉 Send us a screenshot of your router/ONT lights and, if possible, a speed test result — our team will sort it out quickly.
Yes — all Infini-fi home fibre packages are 100% uncapped. That means: We also don’t shape or prioritise certain traffic on our standard packages. So whether you’re streaming, gaming, downloading, or on video calls, you’ll always get the best speed your line can deliver. The only guideline is our Acceptable Use Policy (AUP), which protects the network from abuse (like illegal activity or malware). For normal household use, you’ll never hit a limit. 💡 With Infini-fi, uncapped really means uncapped.
Fibre itself doesn’t carry electricity — your connection relies on power in two places: 👉 In short: 💡 To stay online during load shedding, we recommend a small UPS to keep your router and ONT running.
Yes — Infini-fi makes it easy to change your speed as your needs change. 👉 Just let us know via the customer portal or support team, and we’ll do the rest.
Switching is straightforward: 👉 Timing tip: Try to align your Infini-fi activation for the day after your old service ends. That way, you’ll have almost no downtime.
Don’t worry — most issues can be fixed with a few quick checks: 👉 If none of these steps help, contact Infini-fi support. Tell us what you’ve already tried and share what the lights on your ONT/router show — this speeds up troubleshooting.
Sometimes our support team may ask for test results to help identify what’s causing issues. These tests help us determine if the problem is: Speedtest Ping Test Traceroute 💡 Why this matters: These results help us quickly identify if the issue is in your home, with the fibre line, or with international connections. The more info you share, the faster we can get you back online.
We’ve kept cancellation simple. 👉 Requests must come in writing from the registered account holder’s email (or authorised contact). Once we’ve received it, we’ll confirm your end date and guide you through returning your router. ⚠️ Simply switching ISPs does not cancel Infini-fi billing — you must submit a formal cancellation.
Infini-fi requires one full calendar month’s notice, just like most ISPs. ⚠️ No mid-month cancellations or pro-rata billing in the final month. You’ll always pay through to the end of the following month. If you have a longer-term contract, cancellation penalties might apply. You can also set a future end date (e.g. 2 months out if you’re moving).
Yes. The Infini-fi Wi-Fi router is a loan device. 👉 The fibre ONT (wall-mounted box) belongs to the FNO — it stays in your home. Returning routers helps keep costs down and supports sustainability.
Fibre is linked to a physical address, so your service can’t simply “move” with you. But don’t worry — Infini-fi will help make the process smooth: 💡 Tip: Plan your move carefully. Keep your current service active until moving day, and schedule your new Infini-fi connection to go live as soon as possible after you move in. If your router is compatible with the new network, you may be able to reuse it — otherwise, we’ll provide you with one.
South African law (RICA) requires all telecoms users to provide: You can upload these via our portal or email. Other requirements: Your privacy is always protected under law and our policies.
Our AUP makes sure everyone uses the network fairly and legally. ✅ Normal use (streaming, gaming, video calls, downloading) = fine. Most customers will never encounter the AUP — it only applies in extreme misuse cases. If something does happen, we’ll reach out to resolve it. 👉 You can read the full AUP anytime on our website.
❌ Misuse (illegal activity, hacking, spamming, reselling bandwidth, hate speech, or disrupting the network) = not allowed.
