Vodacom Fibre general terms and conditions

General 

1. Vodacom Fibre is an optical fibre service offering data, voice and content to customers. 

2. Vodacom determines the most suitable technologies to provision data, voice and content services over the fibre network to
        meet its commercial requirements. 

3. The Vodacom Fibre terms and conditions as detailed herein are subject to change from time to time. 

4. Vodacom has partnered with 3rd Party Network Providers to provide the network infrastructure through which Vodacom
        offers Fibre services as an Internet Service Provider (ISP). 

5. Any change to the Vodacom Fibre terms and conditions will be communicated to the customer upon thirty (30) days written
        notice or such other reasonable notice period as the circumstances require. 

6. The detailed Vodacom Fibre data and voice offering is available at www.vodacom.co.za/fibre

7. The Vodacom Fibre service is subject to: 

         7.1. Vodacom’s Standard contract terms and conditions. 

         7.2. Vodacom’s Fair Usage Policy. 

         7.3. Additional service or device specific terms and conditions mentioned below. 

8. Vodacom shall remain the main point of contact for all Vodacom customers on 3rd Party Network Providers. 

9. Where there is any conflict between any other terms and conditions mentioned and the Vodacom Fibre specific terms and
        conditions, the additional service or device specific terms and conditions shall prevail. 


Provision of Services 

10. Vodacom can only provide the Vodacom Fibre service where there is a Vodacom fibre network presence or a 3rd Party
        Network Provider that has partnered with Vodacom. 

11. Dark Fibre Africa (DFA), Openserve, Vumatel, Fibrehoods, Century City Connect, SA Digital Villages (SADV), Metrofibre,
        Waterfall Access Network, Frogfoot, Link Africa and Octotel are the Vodacom Fibre 3rd Party Network Providers. 

12. Vodacom does not warrant the accuracy of the 3rd party Network Provider’s fibre coverage at a specific location therefore
        the provision of services will be subject to the 3rd Party Network Providers verifying the coverage details after the order
        has been placed with Vodacom. 

13. If the 3rd Party Network Providers provides feedback that the address is not within the fibre covered area after the order
        has been placed with Vodacom, Vodacom will not be able to continue with the installation of the Vodacom Fibre service. 

14. The Vodacom Fibre service is only available in selected urban areas. 

15. Vodacom will only build a fibre network in a specified area if there is sufficient commitment from prospective customers. 

16. The provision of the Vodacom Fibre service is subject to credit vetting and the successful conclusion of a Vodacom Fibre
        service contract with the customer. 

17. The Vodacom Fibre service is available as a 24 month, 12 month and month-to-month service contract. 

18. The Vodacom Fibre Broadband Uncapped & Capped price plans are available on either asymmetrical or symmetrical
        bandwidths depending on the speed supported by the network infrastructure provider.

        18.1.  Vodacom self-built network, Dark Fibre Africa (DFA), Openserve, Century City Connect and Fibrehoods network
                 infrastructure providers support asymmetrical bandwidth. The upload speed is 50% of the download speed.

        18.2. Link Africa, Frogfoot and Octotel network infrastructure provider support both symmetrical (Upload speed is the same
                 as the download speed) and asymmetrical bandwidth. (Upload speed is 50 % of the download speed)

        18.3. SADV, Waterfall Access Network and Metrofibre and network infrastructure providers support symmetrical
                bandwidth, both the upload and download speed are the same.

        18.4. Vumatel network infrastructure provider support both symmetrical (Upload speed is the same as the download
                 speed) and asymmetrical bandwidth. (Upload speed is 10% and 25% of the download speed.)

        18.5. Octotel network infrastructure provider also support the upload speed which is 25% of the download speed for the
                 20Mbps and 100Mbps asymmetrical bandwidths.

19. Vodacom does not warrant an uninterrupted Vodacom Fibre service and does not offer quality of service, uptime and
        throughput guarantees. 

20. Vodacom shall endeavour to maintain the Vodacom Fibre network and the Vodacom Fibre service to the best of its ability. 

21. A customer may not resell the Vodacom Fibre service or use the Vodacom Fibre service for any commercial activities
        where the service is on sold to other users. 

22. Vodacom reserve the right to terminate any customer’s Vodacom Fibre service if it is found that the customer is reselling
        the service or using the Vodacom Fibre service for commercial activities. 


Commencement and Duration 

23. The Vodacom Fibre service contract start date shall be the customer account activation date. 

24. The Vodacom Fibre service contract shall remain in force for the contract period (i.e. 24 months or 12 months),  where
        after it shall continue on a month to month basis, until it is either renewed for a further period or terminated by either party
        on one calendar month written notice to the other. 

25. In the event that any Vodacom Fibre service is discontinued for any reason prior to the expiry of the initial period, such
        discontinuation, along with the migration options or alternatives available to the customer will be communicated to the
        customer on reasonable prior notice. 

26. Any Vodacom Fibre service contract which includes free or discounted customer equipment can only be renewed or
        cancelled without any penalty after the initial contract period. 

27. When a Vodacom Fibre service contract is terminated during the initial contract period, an early cancellation penalty will
        apply, equivalent to all of the remaining subscriptions due for the initial period. 


Service offering and pricing 

28. Vodacom reserve the right to adjust and amend the service offering and pricing from time to time. 

29. Any adjustments or to services and pricing or additional services will be communicated on 30 days written notice or such
       other reasonable notice period as the circumstances require. 

30. A customer may purchase the Vodacom Fibre services on the following channels: 

       30.1. Vodacom Fibre portal available on www.vodacom.co.za/fibre 

       30.2. Vodacom Fibre Customer care (082 1904). 

31. A customer has the option to purchase the following services: 

      31.1. Vodacom Fibre Broadband offering data connectivity with Internet access. 

      31.2. Vodacom Fibre Fixed Voice offering voice calls (national and international). 

      31.3. Vodacom Fibre Broadband with Fixed Voice. 

      31.4. Optional services such as Mobile Back-up and devices such as Uninterrupted Power Supply (UPS). 

      31.5. Value Added Services (VAS) such as ShowMax

32. The Vodacom Fibre Broadband uncapped FUP (fair use policy) limit and data allocation is valid for one calendar month.

33. The Vodacom Fibre Broadband order of consumption on capped data is based on expiry date of the bundle. The data
        bundles that expires first, is the data bundle that gets consumed first. 

34. Vodacom Fibre Broadband data allocation is not transferable and cannot carryover from one month to the next. 

35. Vodacom Fibre customers will receive an invoice via email on the 3rd of the month following the bill date (1st of the month)
        for the contract period of 24 months, 12 months or month-to-month. The first Vodacom Fibre bill will be comprised of the
        pro-rated amount for the relevant month. 

36. Vodacom Fibre monthly subscription will be billed in advance while the data and voice minutes usage will be billed in
        arrears. 

37. The Vodacom Fibre pricing as specified at www.vodacom.co.za/fibre is subject to change from time to time and new
        pricing will be communicated to the customer upon 30 days written notice or such other reasonable notice period as the
        circumstances require 


Installations 

38. Vodacom will appoint an approved installer to install the Vodacom Fibre service at the customer’s premises. 

39. The approved installer will require reasonable access to the customer’s premises. 

40. The approved installer will install the Vodacom Fibre service in accordance with the detailed installation guidelines for a
        standard installation as per the Vodacom Fibre Installation Schedule. 

41. The detailed installation guidelines will include the maximum installation specifications that will be included in a standard
        installation. 

42. If the Vodacom Fibre service installation exceeds the standard installation specifications, then any additional installation
        expenses will be for the customer’s account. 

        42.1. Any additional installation expenses will be settled directly with Vodacom or with the approved installer. 

        42.2. The installation will be deemed fully operational if the approved installer successfully tests the Vodacom Fibre service
                  with the Customer Premises Equipment (CPE) provided by Vodacom as part of the Vodacom Fibre service contract. 

43. The approved installer will not test the installation’s operational status with any other CPE than the CPE provided by
         Vodacom. 

44. The customer undertakes to maintain the installation, including all equipment provided, in good order including
        environmental considerations as detailed in the Vodacom Fibre Service Schedule. 

45. The customer may not move or alter the Vodacom Fibre service installation and must notify Vodacom if there is a need to
        move or alter the installation. 

46. Only a Vodacom approved installer may move or alter a Vodacom Fibre service installation. 

47. The customer is required to sign the Customer Acceptance Certificate after installation of the service and equipment. In
        the event that the customer is not physically present at the time of installation and is therefore unable to sign the Customer
        Acceptance Certificate, it will be the duty of the customer to do so at his earliest convenience but no later than 48 hours
        post installation. The signed Customer Acceptance Certificate needs to be emailed to
        FTTXSchedulingTeam@vodacom.co.za. In the event that Vodacom does not receive a signed Customer Acceptance
        Certificate within the stipulated 48 hours, the service will be deemed to be accepted and the service billable to the
        customer. 



Customer Equipment 

48. The following equipment related to the Vodacom Fibre service will be installed at the customer’s premises: 

        48.1. An Optical Network Terminal (ONT) that forms part of the Vodacom fibre network or 3rd Party Network Provider 

        48.2. A CPE with Wi-Fi capability, more commonly known as a router 

        48.3. An optional telephonic device if voice services are included in the Vodacom Fibre services 

        48.4. An optional LTE / 3G modem for GSM backup (please refer to specific Mobile Backup terms and conditions); and 

        48.5. An optional UPS (please refer to specific UPS terms and conditions) 

49. The ONT remains the property of Vodacom or 3rd Party Network Provider at all times. 

50. The CPE will form part of the Vodacom Fibre service contract. 

51. After the Vodacom Fibre price plan initial contract period (24 month or 2 consecutive 12 month price plans), the CPE and
        any other customer equipment (excluding the ONT) becomes the property of the customer. A customer on month-to-month
         will own the CPE if they have been on the month-to-month price plan for 24 consecutive months. 

52. A two-year warranty will apply to all customer equipment provided by Vodacom. 

53. If customer equipment is swapped out by an approved installer as part of fault management, the warranty of the
       replacement customer equipment will be valid for the balance of the Vodacom Fibre service contract period. 

54. The customer gives Vodacom permission to configure the router for additional Service Set Identifier’s (SSID’s) to enable
         supplementary services. 

55. Any use of a customer’s router for additional SSID’s will be at no charge to the customer and will not impact the customer’s
        service. 


Service interruptions 

56. Vodacom will endeavour to limit service interruption occurrences to the Vodacom Fibre service and the length thereof. 

57. In the case of a service interruption in the Vodacom Fibre service, Vodacom will deploy technical teams to address any
        network faults. 

58. If a customer detects a service interruption in the Vodacom Fibre service, the customer has to notify Vodacom customer
        care of the interruption. 

59. If the service interruption in the Vodacom Fibre service is traced to a customer’s Vodacom Fibre installation or customer
        equipment, then Vodacom will endeavour to rectify the fault remotely, failing which a service team will be dispatched to the
        customer’s premises to address the fault. 

60. If in the event of a service interruption in the Vodacom Fibre service a service team is dispatched to the customer’s
        premises and it is found that the service interruption is attributable to the customer’s actions, then Vodacom will charge the
        customer the applicable rates for dispatching the service team to rectify the service interruption.



Liability 

61. Vodacom accepts no liability for any loss or damage to the property or equipment of the customer arising out of the
        provision, installation or maintenance of Vodacom’s Fibre service including the customer’s use of the customer
        equipment. 

62. Vodacom accepts no liability for any loss or damage arising out of the use of the Vodacom Fibre service, including loss or
        damage due to using the Internet and/or transferring files and content. 


Fair Usage Policy 

63. Vodacom reserves the right to use a Fair Usage Policy (FUP) to manage its networks in order to maintain acceptable
        levels of customer experience. 

64. The Vodacom Fibre services are subject to a FUP. 

65. The Vodacom Fibre FUP is subject to change from time to time. 

66. The Vodacom Fibre Broadband uncapped FUP and the reduced line speed applicable to  Vodacom self-build, Vumatel,
         Fibrehoods, WAN, SADV,DFA, Century City, Openserve and Metrofibre when the FUP is reached has been indicated
         below:


4Mbps

200GB

2Mbps

10Mbps

300GB

2Mbps

20Mbps

500GB

2Mbps

25Mbps

500GB

2Mbps

40Mbps

1100GB

2Mbps

50Mbps

1100GB

2Mbps

100Mbps

2200GB

2Mbps


67. The Vodacom Fibre Broadband uncapped FUP and the reduced line speed applicable to Link Africa, Frogfoot and Octotel
         when the FUP is reached has been indicated below:


Line Speed

FUP Limit

Line Speed when FUP limit is reached

10Mbps

300GB

2Mbps

20Mbps

500GB

2Mbps

25Mbps

500GB

2Mbps

40Mbps

750GB

2Mbps

50Mbps

750GB

2Mbps

100Mbps

1000GB

2Mbps



68. The Vodacom Fibre Broadband uncapped price plans do not have out-of-bundle rates.

69. Vodacom reserves the right to terminate the contractual relationship with customers who regularly breach the fair usage
        policy for Vodacom Fibre Broadband price plans on no less than 30 days prior written notice.

70. A customer cannot load a top-up bundle to restore the speed on a Vodacom Fibre Broadband uncapped price plan.


Non payment 

71. Vodacom Fibre services may be suspended in the event of non-payment. 

72. A reconnection fee may be applied. 


Termination & Cancellations 

73. Cancellations within the contract period will carry a penalty equivalent to all the remaining subscription due for the
        remainder of the 24 month or 12 month contract period.

74. The cost of the router provided is recovered over a 24 month period for 24 month, 12 month and month-to-month price
        plans. 

75. The recovery costs is calculated as follows: 24 months –  total months on the existing price plan = balance X CPE cost / 24

76. Example: A customer on a 12 month price plan who reaches their contract term end date at the end of the 12 months
        contract period and requests to cancel the service will be liable for the remainder of the cost associated with the router.
        The recovery costs is calculated as follows: 24 month – 12 months = 12 months X CPE cost / 24  

77. Example: A customer on a month-to-month price plan who cancels their contract in month 6 will be liable for the remainder
        of the cost associated with the router. The recovery costs is calculated as follows: 24 month – 6 months = 18 months X
        CPE cost / 24  

78. The customer can cancel the month-to-month contract at any time subject to providing a 30 day notice period.

79. Any penalties applicable to customer equipment due to termination or cancellation will be included in the last invoice. 

80. Vodacom will inform customers 30 days in advance of the initial contract end period. 

81. Customers will need to inform Vodacom one (1) calendar month in advance for any cancellation/termination request to
        enable Vodacom to complete processing the cancellation/termination. 


Upgrades and Migrations 

82. The customer can migrate to any other Vodacom Fibre service offer on request. 

83. Upward and downward line speed migrations may attract a once-off fee.

84. Upward and downward contract term migrations may attract a once-off service activation fee. 


Relocation and Moves 

85. If the customer wishes to move the location of the Vodacom Fibre service, the following will apply: 

         85.1. Moves will be allowed subject to a feasibility study on whether a Vodacom Fibre service can be provisioned at
                 the new location. 

        85.2. Any additional costs relating to the provisioning of the Vodacom Fibre service at a new location will be charged to the
                 customer with prior approval. 

86. If a Vodacom Fibre customer re-locates to a location with no Vodacom Fibre network, the customer will be able to cancel
        the Vodacom Fibre contract without penalties however the customer will be liable for any outstanding fees applicable to the
        CPE. 

87. When the customer relocates or move the Vodacom Fibre service to a different address, a new 24 month, 12 month or
        month-to-month contract period will apply unless instruction is received by Vodacom to cancel the existing contract which
        will be subject to Vodacom’s cancellation policy referred to herein. 

88. If a Vodacom Fibre customer moves the Vodacom CPE within the customer premises, the following will apply: 

        88.1. A Vodacom Fibre customer will be responsible for charges associated with the move and any non-standard
                 installation charges (where applicable).   


Fixed Voice 

89. The Vodacom Fibre Fixed Voice service is dependent on a Vodacom Fibre Broadband installation. 

90. The customer will receive a Vodacom Fibre Fixed Voice non-geographic telephone number. 

91. The customer can port a geographical telephone number to the Vodacom Fibre Fixed Voice service. 

92. All national on-net (Vodacom Fibre to Vodacom Fibre and Vodacom Fibre to Vodacom GSM) and off-net (Vodacom Fibre
        to any other operators) calls will be deducted from the Vodacom Fibre Fixed Voice price plan allocations or at the default
        out-of-bundle rates if the price plan allocation is depleted. 

93. Vodacom Fibre Fixed Voice minutes will carryover for up to three (3) months. 

94. The Vodacom Fibre Fixed Voice order of consumption is based on expiry date of the voice minutes. The minute bundle
        that expires first, is the bundle that gets consumed first. 

95. All international calls will be charged at the current Vodacom international calling rates. 


Complaints Handling Procedure 

96. Vodacom will endeavour to resolve all customer related service interruptions timeously; 

97. If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on          
        0821904 (available from 06:00 until 22:00, seven days a week) and request to speak to the Contact Centre Manager (or
        an authorised delegated representative) to facilitate the escalation. 

98. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time.

99. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query
         is dependent on the input of a third party network provider (e.g. network element, value added service or service
         provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed
         with network/service provider and to the extent that the customer is not required to engage with the third party network
         provider directly.

100. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to
        further escalate the matter to FTTH Escalations for further investigation. A Service Request Reference number will be
        communicated to the customer and will be used in all further correspondence with the customer.

101. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom,
        such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa
        (ICASA). 


Privacy Policy

102. Vodacom does not distribute any of your personal information to third parties; unless it's required to deliver the products or
        services requested by you. In addition, Vodacom will not sell your personal information to third parties unless you give us
        your specific permission to do so. For example, we may disclose your data to a credit card company to obtain payment for
        a purchase you initiated. It may also be necessary to pass on your data to a supplier who will deliver the product on order.
        In addition, Vodacom may be obligated to disclose personal information to meet any legal or regulatory requirements of
        applicable laws.

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