Frequently Asked Questions
GETTING STARTED
1. How do I sign up for MyOwn ISP services?
You can sign up online through our Get Connected page or by emailing helpdesk@myownisp.co.za
Or calling us at 0861 122 832. We’ll help you choose a package and set up installation.
2. How do I check if MyOwn ISP is available in my area?
Visit our Get Connected page and enter your address or estate name to check coverage or call / email us for assistance.
3. How long does it take to get connected after signing up?
Installation typically takes 5 business days depending on your location and scheduling availability on the network.
4. What documents do I need to sign up?
Just a copy of your ID, proof of address, and contact details. No credit checks required.
TECHNICAL & EQUIPMENT
5. What router do you provide?
We include a free-to-use Wi-Fi 6 router with mesh capability, ensuring optimal speed and coverage within the room that the router is installed.
6. Can I use my own router?
Yes, but it must be fibre-compatible and configured to work with our network and will limit our remote support efforts. We recommend using our provided router for best performance.
7. What’s the difference between fibre and LTE?
Fibre offers faster, more stable internet through underground cables, while LTE relies on cellular towers and may fluctuate based on signal and population density.
8. What does “uncapped, unshaped, unthrottled” mean?
It means truly unlimited internet — no speed limits, no usage shaping, and no slowing down during peak times.
9. What does “symmetrical” mean?
This means that the line speed has equal upload and download speeds. All of our pre-paid and subscription options have symmetrical line speeds
10. What do I do if my internet goes down?
Try restarting your router by switching it off and on again. If the issue continues, contact our support team via 086 112 2832 or helpdesk@myownisp.co.za.
BILLING & PAYMENTS
11. How does billing work?
We bill monthly in advance. You’ll receive an invoice before the 1st of each month. Your first invoice will be pro-rata based on your activation date along with the relative once-off fee chosen as per the application form.
12. What payment methods do you accept?
The preferred method of payment is via debit order. There are alternatives available through the MyOwn ISP portal and your invoice number must be used as a reference for effective processing.
13. What happens if I miss a payment?
Services are suspended on the 7th of each month for non-payment. A reconnection fee of R350 plus the subscription fee will apply. Services are usually restored within 24–48 hours after payment.
14. Do you offer prepaid plans?
Yes! You can access unlimited fibre for just R20 per day, no contracts. Ideal for flexible or short-term usage.
15. Can I upgrade, downgrade or cancel anytime?
Yes — our month-to-month plans allow you to upgrade, downgrade by logging the request either by telephone or email. See Clause 7 of the terms & conditions. Upgrades are processed and activated within 24 hours of a request and billed pro-rata. Downgrades are processed and activated at the end of the month.
Cancellations require 30 days’ notice and are subject to the claw-back options selected when applying, see Clause 11 of the terms & conditions.
INSTALLATION & SETUP
16. Is installation included?
Yes — installation is typically included for new activations unless otherwise stated. Our team will confirm everything beforehand.
17. Do I need to be home during installation?
Yes — someone over the age 18 should be present to give our technician access to your home and approve router placement and sign off the installation.
18. What if I move to a new address?
Let us know at least two weeks in advance, and we’ll help transfer your service. If fibre is unavailable, we’ll explore other options with you.
ACCOUNT MANAGEMENT
19. How do I log a support ticket?
Email helpdesk@myownisp.co.za or call 086 112 2832. Please include your estate name, address and a description of the issue. When emailing, the system with automatically respond to the sender with a unique ticket number that can be used for follow-ups. Any addresses in the cc field will not be sent the automated ticket number.
20. Where can I view my invoices?
Invoices are emailed to you monthly. For copies or queries, contact accounts@myownisp.co.za or login to your account via the portal.
VALUE ADD-ONS & SERVICES
21. What add-ons do you offer?
In partnership with Worx, we offer the following:
- Wireless range extenders using mesh technology
- Mini UPS’s that accommodate router and ONU power for reasonable load-shedding
- Smart TV conversions for seamless streaming
Contact the helpdesk for more information
22. Do you offer VoIP or static IP services?
Yes — VoIP lines are available at R49 per month and static IPs are available upon request. Contact us for more details.
23. Can I book a home network health check?
Absolutely. If you’re experiencing connectivity issues or need optimisation, book a Health Check via helpdesk@myownisp.co.za.
GENERAL
24. What makes MyOwn ISP different?
We offer:
- Simple, flexible internet options
- No contracts or credit checks
- Local support you can trust
- Uncapped, unshaped, unthrottled speeds
- Free-to-use routers with the latest Wi-Fi 6 technology
25. What are your support hours?
- Weekdays: 08:00 – 22:00
- Saturdays: 08:00 – 17:00
- Sundays & Public Holidays: 08:00 – 17:00