Home Internet Support Videos

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Home Internet Hub Support Videos

Page Title

Home Internet Hub Support Videos

Keywords

Home Internet Hub, LTE support, Fibre, support, 5G Support, LTE, 5G, Fibre

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Help & support

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/vodacom/shopping/home-internet/hub/home-internet-support-videos

Fibre Installation

The Installation Process

Once you’ve completed your application, your order is processed and added to the network build plan.
The fibre network is then rolled out in your area according to the build schedule.
The installation partner will contact you for an appointment to survey your home and plan the installation.
Once the installation plan is agreed upon, a separate appointment will be made with you for the installation partner to install the Vodacom Fibre service and required equipment at your home.

The Installation Lead Times for Vodacom Fibre (FTTH)

Infrastructure provider	Site status	Standard Installation Days
Vodacom Self-Build	Live	7 days
Vumatel
MetroFibre
Openserve
Octotel
Frogfoot
Thinkspeed
Evotel
Huge Networks
MTN
Link Africa
WAN
Clear Access
Clear Access
TT Connect

The customers that reside in fibre live areas can be installed and connected within seven (7) days. The seven days start from the date the order is approved for credit vetting. The seven-day lead times exclude the following:

Customer line occupied: This is due to cancellation from previous Internet Service Provider not being processed.
On Hold: This is when we cannot proceed with the installation due to different delays, either on customer’s side or FNO’s (Fibre Network Operator) side. Find below reasons for delay:
- Area On Hold: Meaning FNO (Fibre Network Operator) cannot install immediately as Fibre build is put on hold in the area.
- On Hold – Pending Landowner consent: This means that we are waiting for the Landlord/Building Manager to give the go ahead for installation.
Address mismatch on the Fibre Network Operator Portal: This means that the installation address has not yet been created on the Fibre Network Operator Portal and it will needs to be created before the installation.
Verify Address: this is when a Proof of Address is required for address verification if the provided address is incomplete, the verification is done by the Fibre Network Operator (FNO).
Maintenance required: This is when the installed ONT (Optical Network Terminal) requires maintenance before the service can be activated.
Customer Uncontactable: This is when we are unable to get hold of the customer on the provided communication methods (phone/email) causing delay in installation.

When will the customer hear from the installation partner?

Within 7 - working days. Should the customer not hear from the installation partner within 7 working days, the customer can track the status of the fibre order by clicking here on Track my Order or call the contact centre at 0821904.

What will the home installation entail

Optical fibre is taken from the distribution box on the boundary wall into the home (this may include digging and trenching in your home).
The fibre will be connected and terminated at the Optical Network Terminal (ONT) inside the house.
Vodacom CPE will be connected to the ONT (applicable when Optical Network Terminal (ONT) is not WIFI enabled by the Fibre Network Operator (FNO))

Router guides to assist you

This setup guide will briefly take you through the steps of how you can quickly connect your equipment appropriately and with ease to enjoy Vodacom Fibre in your connected home.
FTTH Setup Guide
Click Fibre connection self-install to download or see the below picture for instructions

Plug in the power supply and connect the power cable to the router
Plug one end of the provided LAN cable into the port labelled LAN 1 on the ONT and the other end into the port labelled WAN on the router
Switch on the power supply at the electrical circuit
Switch on the router by pressing the power button
Wait 3 to 5 minutes for the router configurations to be downloaded (the router may restart automatically after the configurations has been downloaded)

Click Interim Access (LTE while you wait) self-install see the below picture for instructions

Insert the SIM card into the USB dongle (ensure SIM is inserted correctly)
Note: Do not insert the SIM card into a handset as the SIM is configured to only connect using the USB dongle.
Insert the USB dongle into the USB port of the router
Connect the power to the router
Switch on the router pressing the power button at the back of the router
Allow 15 to 20 minutes for the configurations settings to be downloaded to the route

Cabling, ONT and router placement

For optimal Vodacom Fibre, place your ONT (Optical Network Terminal) in a centralised location that is easy to access for maintenance or troubleshooting. The router should be placed in a central location within your home to maximize Wi-Fi coverage, ideally near the central point where you and your family use the most Wi-Fi.

ONT Placement:

Central Location: The ONT should be placed in a central location, easily accessible for maintenance and troubleshooting.
Avoid Obstructions: Ensure the ONT is not placed behind walls, furniture, or in a location with minimal open space.
Proximity to Router: Place the ONT near the location where you plan to place the router for easy connection.

Router Placement:

Central Location: The router should be placed in a central location to maximize Wi-Fi coverage.
Open Space: Choose a spot with open space and fewer walls or doors to prevent signal interference.
Elevated Placement: Consider placing the router on a table or shelf for better signal distribution, especially if it's a standard router.
Avoid Obstructions: Similar to the ONT, avoid placing the router behind walls or furniture that can block the Wi-Fi signal.
Cable Placement: Ensure the Ethernet cable connection between the ONT and router is easy to manage and access, if not hidden behind furniture or walls.

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Fibre Installation

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Device & Network Support

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Device & Network Support

What to do when speed drops

When experiencing slow speeds with Vodacom Home Internet (5G or LTE), several troubleshooting steps can be taken, including restarting devices, optimizing router placement, and checking for interference. If issues persist, consider contacting our customer support for further assistance.

Troubleshooting Steps:

1. Restart Devices:

Power cycle both your router and the devices you're using to connect to the internet.

2. Router Placement:

Centralise: Move the router to a more central location in your home.
Signal Optimisation: Place the router near a window or in an area with less interference.
Obstacles: Avoid placing the router behind walls or other obstructions.

3. Check for Interference:

Electronic Devices: Ensure the router isn't placed near other electronic devices that might interfere with the signal.
Router Placement: Avoid placing the router too close to other devices that could create interference.

4. Network Connections:

Switch to Wired: If possible, connect devices directly to the router using an Ethernet cable for faster speeds.
Device Limits: Limit the number of devices connected to the network, as too many devices can impact speed.

5. Data Usage:

Check Usage: Ensure you're within your data allowance for the month. We have soft lock FUPs for speed-based tariffs, meaning speeds may be adjusted if you exceed your data limit.
Restrict Background Data: Disable background data usage on your devices to save data.

6. Firmware Updates:

Update the router's firmware to the latest version. This can improve performance and stability.

7. Speed Tests:

Run speed tests to confirm the issue and identify any potential bottlenecks.

8. Vodacom Support:

If troubleshooting steps don't resolve the problem, contact our customer support for assistance.

Troubleshooting no-signal issues

Our 5G and LTE signal issues can stem from various factors, including network congestion, weather conditions, and even the location itself. Here's a breakdown of potential causes and how to address them:

Potential Causes:

Network Congestion: Too many users accessing the same tower simultaneously can overload the network, reducing signal strength.
Weather: Severe weather conditions like rain, fog, and lightning can impact mobile signals.
Terrain: Buildings, walls, and even natural features like mountains can interfere with signal transmission.
Device Issues: Old devices might have difficulty connecting to newer technologies. Additionally, a weak device battery can reduce transmitting power, leading to signal drops.
Software or Hardware Issues: Your phone or router might have software glitches or hardware problems affecting the connection.
Network Maintenance: We periodically perform maintenance, which can temporarily affect signal availability.
Incorrect APN Settings: For Home Internet, incorrect APN settings on your router can prevent connectivity.
SIM Card Issues: A faulty SIM card or a SIM card not being properly inserted can cause connectivity problems.

Troubleshooting Steps:

Check for Outages: Use Downdetector to see if widespread outages are occurring in your area.
Restart Your Device: A simple restart can resolve minor software glitches.
Check for Network Issues: Move to a different location to see if the signal improves. Try going outside or to a different part of your home to assess if it's an area-specific problem.
Test with a Different SIM Card: Insert your SIM card into a different device to see if the issue is with your phone or the SIM card itself.
Test Your Phone with a Different SIM: Try a working SIM card in your phone to see if the problem is with your phone.
Check Device Settings: Ensure your device is set to automatically select 5G or LTE.
Update Software: Make sure your device software is up to date.
Contact Vodacom: If you've tried the above steps and still have issues, contact our customer support or visit a Vodacom store.
For Home Internet: Verify that your router is compatible with our Home Internet plan and that it's not locked to another network. Ensure your APN settings are correct.

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Device & Network Support

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Managing your 5G or LTE Service

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Managing your 5G or LTE Service

Change Wi-Fi password

To change the Wi-Fi password and name on your Vodacom home internet 5G and LTE router, you'll need to access the router's configuration page, typically through a web browser. Once logged in, you'll find options to change both the network name (SSID) and the password.

Here's a general guide:

Access the Router's Configuration Page:

Open a web browser on your computer or mobile device.
Enter the router's IP address (usually 192.168.1.1 or 192.168.0.1) in the address bar and press Enter.
If prompted, enter the username and password for your router. If you haven't changed the default, the default password is often "admin".

Navigate to Wi-Fi Settings:

Look for options like "Wi-Fi," "Wireless," "WLAN," "Network," or similar terms on the router's configuration page.

Change the Network Name (SSID):

You'll usually find a field labelled "SSID" or "Network Name." Enter your desired new network name.

Change the Wi-Fi Password:

Look for a field labelled "Password," "Key," or "WPA Password." Enter your new desired password.
It's recommended to use a strong password with a combination of uppercase and lowercase letters, numbers, and special characters.

Save the Changes:

Look for a "Save" or "Apply" button to save your changes. You may need to restart the router for the changes to take effect.

Additional Tips:

Check your router's manual or documentation: For more specific instructions, consult the manual or documentation that came with your router.
Use the Router Manager App (if available): Some of our routers also have a mobile app (like the Alcatel Linkhub HH72v Router Manager App), which allows you to manage settings through a mobile device.

Data usage tracking

You will not be able to receive SMS data usage notifications on your Home Internet LTE or 5G SIM card because the SIM is in your router. We require an alternate number which you can capture with a Vodacom retail agent. This alternate number will be able to receive the notifications. Alternatively, you can do this by calling the Vodacom Contact Centre on 082 135.

How to log into your router settings

To log into your Vodacom router settings, you'll typically need to access it via a web browser using the router's IP address, which is usually found on a sticker or in the router's manual. The default username and password are often "admin, admin". You'll then be able to manage your Wi-Fi network settings, such as changing the network name and password.

1. Connect to your router:

Ensure you're connected to the router's Wi-Fi network or using an Ethernet cable.

2. Access the router's IP address:

Open a web browser and enter the router's IP address in the address bar. This IP address is usually 192.168.1.1 or 192.168.0.1.

3. Login:

You'll be prompted to enter the router's username and password. The default values are often "admin" for both.

4. Manage settings:

Once logged in, you can access and adjust various settings, including Wi-Fi security (changing the network name and password).

Buying additional data

To purchase additional data for your Vodacom 5G or LTE connection, you can dial *135# from your Vodacom phone, log in to My Vodacom, or use the VodaPay app. You can also buy data through the Vodacom website or app, at a Vodacom store, or by visiting a financial institution.

Here's a more detailed breakdown:

*Dial 135#: Dial this code from your Vodacom phone to access the data bundle purchase menu.
My Vodacom: Log into your My Vodacom account (online or through the app) to browse and purchase data bundles.
VodaPay App: Download the VodaPay app and use it to purchase data bundles.
Vodacom Online/App: Visit the Vodacom website or app to access the data bundle purchase section.
Vodacom Store: Visit a Vodacom store to purchase data bundles directly from a Vodacom representative.
Financial Institutions: You can also purchase data bundles through various financial institutions.
Top Up Billing: If you are on a Top Up billing option, the cost of additional bundles will be deducted from your airtime or credit card.
Post-paid Billing: If you are on a Post-paid billing option, the cost of additional bundles will be added to your monthly bill.
Fair Usage Policy (FUP): Be aware that our Home Internet 5G and LTE plans have FUPs (Fair Usage Policies). Once you reach your FUP, you may be throttled down to lower speeds or have hardlock. To continue data usage after reaching the FUP, you would need to purchase additional data bundles.
Out-of-Bundle Data: You can opt into out-of-bundle data charges to continue using data after reaching your FUP. The out-of-bundle rate is 44c.
Data Bundles for Home Internet: If you have a Vodacom Home Internet 5G or LTE plan, you can purchase additional data bundles through the channels mentioned above, including the 100GB and 200GB options.

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Managing your 5G or LTE Service

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Help & support

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/vodacom/shopping/home-internet/hub/managing-your-5g-or-lte-service

5G & LTE Setup & installation

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5G & LTE Setup & installation

Unboxing & setup guide

To set up Vodacom Home Internet (5G or LTE), insert the SIM card into an approved router and ensure it's facing the correct direction. Switch on the router and connect a device via Wi-Fi or LAN. The Wi-Fi name and password are usually found on a sticker on the router's underside. You can also log into the router's settings using the IP address on the sticker to manage the network.

Detailed Setup Guide:

1. Insert SIM Card:

Insert the Vodacom SIM card into the router, ensuring it's the correct size and facing the correct way.

2. Power On and Connect:

Switch on the router and wait for it to start up. Connect a device (laptop/PC) via Wi-Fi or LAN.

3. Find Wi-Fi Details:

Locate the Wi-Fi network name (SSID) and password on the sticker on the bottom of the router.

4. Connect to Wi-Fi:

Turn on Wi-Fi on your device, search for the network name, and enter the password to connect.

5. Router Settings (Optional):

If you want to change the network name or password, log into the router's settings using the IP address found on the sticker. Access the Wi-Fi settings (usually under the Security section) and enter the new network name and password.

Important Notes:

Do not insert or remove the SIM card when the power is on.
Do not touch the SIM card's metal contact surface to avoid electrostatic damage.
Ensure the router is operating within the specified temperature range (0-45°C).
Use the adapter specified for the router to prevent abnormal operation.
Vodacom Home Internet (LTE or 5G) is a plug-and-play service, so no installation is required.
The router's settings are usually accessible through a web browser after connecting to the Wi-Fi network.
Vodacom's APN settings (voda.internet) are automatically detected and saved when you purchase a router.
To ensure a smooth setup, deactivate the SIM card PIN before inserting it into the router.

Specific router setup guides

Huawei B535

Quick steps to connect your router.

Nokia Sharelink Fastmile 5G Gateway Router

Quick steps to connect your router.

Alcatel Linkhub HH72v Router

Quick steps to connect your router.

Vodacom X25 MAX 5G Router

Quick steps to connect your router.

SIM placement & APN settings

For Vodacom Home Internet (5G or LTE), the SIM card goes into the designated SIM slot on the router. APN settings are generally pre-configured and should not require manual changes. If you encounter connection issues, contact our Vodacom support at 082 135.

SIM Placement:

1. Identify the SIM slot

Locate the SIM slot on your Vodacom router.

2. Insert the SIM

Carefully insert the SIM card into the slot, ensuring it's correctly aligned and seated.

3. Power on

Plug in the router and switch it on.

APN Settings:

Automatic detection:

Vodacom routers, including the X25 MAX 5G, typically automatically detect and configure the APN settings.

No manual changes:

You generally don't need to manually adjust APN settings.

Troubleshooting:

If you experience connection issues, our Vodacom support can help validate your APN settings or other connectivity issues.

Additional Tips:

Positioning: Place the router in a central location with a good line of sight to your devices, avoiding obstructions.
Wi-Fi network name and password: You can customize your Wi-Fi network name (SSID) and password through the router's settings. Contact support: For any problems, dial 082 135 or visit a Vodacom store.

Router placement tips

To optimise Vodacom Home Internet 5G and LTE router placement, place the router centrally, away from walls and obstructions, and in a location with a clear line of sight to devices. Elevating the router can also improve signal strength and avoid placing it near electronic devices that might cause interference.

1. Central Location:

Routers broadcast Wi-Fi signals in all directions. A central location ensures the signal reaches all corners of your home, minimizing dead zones and maximizing coverage. Choose a spot where devices are likely to be used most often, and where the signal can travel unobstructed.

2. Avoid Obstructions:

Walls, floors, and other solid materials can absorb or weaken Wi-Fi signals. Place the router where it has a clear line of sight to your devices and try to avoid placing it near thick walls or in enclosed areas.

3. Elevate the Router:

Wi-Fi signals travel up and down as well as out. Placing the router higher can improve signal penetration on upper floors or if you have a multi-story home. If possible, place the router on a tabletop, shelf, or bookcase.

4. Avoid Interference:

Microwaves, TVs, and other electronic devices can interfere with Wi-Fi signals. Avoid placing the router near these devices or keep them a sufficient distance apart.

5. Check Router Placement for Optimal Signal:

The router's location can significantly impact the strength and coverage of your Wi-Fi network. If you're experiencing weak Wi-Fi, try moving the router to a different location and testing the signal strength in different areas of your home.