Home Internet Hub Support Videos

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Home Internet Support Videos

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

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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 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))

Vodacom S90 PLUS Quick Set Up guide

Installation Instructions

To set up the router:

  1. Remove the router and all accessories from the packaging.
  2. Screw in the external antennas provided into the SMA antenna ports of the router, ensure that the antenna is screwed in correctly as not to damage the threading on the ports. threads.
  3. Remove the back cover and the backup battery and insert the SIM card into the SIM slot according to the direction marked on the router.
  4. Connect the battery backup to the router, ensure that the PINS and the socket is aligned, as not to damage the PINS. Replace the back cover and connect the external power outlet and the router to an electrical socket.
  5. Press the power switch and the router will be powered on, wait approximately 1~2 minutes until the router has initialized.
  6. Place the router at the best location to improve coverage.

If the network LED is not displaying, please follow the procedure below to confirm whether the SIM pin code request has been enabled, you will be required to disable the SIM pin.
 

Accessing the Internet

The router supports both Ethernet and wireless methods of connecting devices such as laptops, desktops, and mobile devices. It works without additional drivers and supports operating systems that include Windows XP, Windows 7, Windows 8, macOS, Linux, and Android.

Router Status Checklist
Before using the Internet, ensure:

  • The power indicator is on.
  • A valid SIM card is inserted correctly.The signal indicator is on, preferably green.

How to disable your SIM PIN

  • Connect your Phone / PC / Laptop via Wi‑Fi or Ethernet cable to the router
  • Open a web browser on your Phone / PC / Laptop and enter the following IP address: 192.168.0.1.
  • If a message displays “your connection is not private”, select “advanced” and then select “Proceed to 192.168.0.1
  • Click on the login link
  • Enter in the login credentials, this can be found on the label at the back of the router
  • Enter in the SIM PIN when requested and select saveThe router will now log on to the Vodacom network
     

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Learn what happens after you order Vodacom Fibre. Track your installation, schedule your appointment, and follow our guide to setting up your router and ONT.
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Vodacom Fibre Installation: Step-by-Step Setup Guide & Tracking
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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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Fix slow speeds and signal issues with our Vodacom Home Internet support guide. Learn how to optimize router placement, update firmware, and resolve 5G/LTE connectivity problems.
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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:

 

  1. *Dial 135#: Dial this code from your Vodacom phone to access the data bundle purchase menu.
  2. My Vodacom: Log into your My Vodacom account (online or through the app) to browse and purchase data bundles.
  3. VodaPay App: Download the VodaPay app and use it to purchase data bundles.
  4. Vodacom Online/App: Visit the Vodacom website or app to access the data bundle purchase section.
  5. Vodacom Store: Visit a Vodacom store to purchase data bundles directly from a Vodacom representative.
  6. Financial Institutions: You can also purchase data bundles through various financial institutions.
  7. 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.
  8. Post-paid Billing: If you are on a Post-paid billing option, the cost of additional bundles will be added to your monthly bill.
  9. 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.
  10. 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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Manage your Vodacom Home Internet with ease. Learn how to top up data, change your Wi-Fi password, track usage, and update router settings in one place.
Page Title
Manage Your 5G & LTE Home Internet Service
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Vodacom home internet top up, Buy 5G data bundles Vodacom, Vodacom LTE data usage tracking, Manage Vodacom home internet account, Vodacom FUP (Fair Usage Policy) status
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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.

Specific router setup guides

Huawei B535

Huawei B535

Quick steps to connect your router.

Find out more
Alcatel Linkhub HH72v Router

Alcatel Linkhub HH72v Router

Quick steps to connect your router.

Find out more
Vodacom X25 MAX 5G Router

Vodacom X25 MAX 5G Router

Quick steps to connect your router.

Find out more

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:
  1. Automatic detection:
    Vodacom routers, including the X25 MAX 5G, typically automatically detect and configure the APN settings.
  2. No manual changes:
    You generally don't need to manually adjust APN settings.
  3. 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.

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Get your Vodacom Home Internet connected in minutes. Follow our easy 5G and LTE setup guide, manage your router settings, and troubleshoot signal issues here.
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5G & LTE Home Internet Setup & Support Guide
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Fixed Wireless Access Support Page

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Fixed Wireless Access Support Page

Setup & installation

Setup & installation


Setup & installation 

 

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Managing your FWA Service


Managing your FWA Service 

 

 

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Device & Network Support

 

Device & Network Support

 

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Support Videos

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Home Internet Hub update

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Need Help With Your WiFi at Home?

Find the right support for your connection type.

Whether your WiFI is powered by the high-speed stability of Vodacom Fibre or the flexible, plug-and-play convenience of Vodacom LTE, we’re here to keep you online.

Need Help Troubleshooting?

Use the guides below to troubleshoot your specific hardware, manage your data, or optimize your signal strength.
A woman and a young boy sitting at a dining table, looking at a laptop together during a home study session.
LTE and 5G Support

Find out more about setting up and installing your 5G or LTE:

  • Setup & installation
  • Managing your 5G or LTE service
  • Device & Network Support
Get started
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Postpaid Fibre Support

Learn more about managing your fibre service:

  • Fibre Installation
  • Managing Your Fibre Service
  • Performance Optimisation
  • Moving Homes or Cancelling Fibre
Get started
Prepaid Fibre Support

Learn more about prepaid fibre

  • How to check if you are in the Prepaid Fibre coverage area
  • How do I apply for the prepaid fibre product
  • What are the prepaid fibre options
  • Managing Your Prepaid Fibre Service – Self Service Features
  • Moving Home or Cancelling Your Vodacom Prepaid Fibre Service
  • Fibre Installation 
Get started

Having Trouble With Your Home Internet?

Not Sure Which WiFi Connection You Have?

If your router has a SIM card and can be moved to different rooms, you're using LTE/5G. If your router is plugged into a small box fixed to your wall by a technician, you're on Fibre.
FeatureHome Internet 5GUncapped Fibre
Best ForHigh-speed gaming and 4K streaming without cables.Heavy households, home offices, and ultimate stability.
InstallationPlug & Play. Instant setup with a 5G router.Professional Install. Requires a technician (free on most plans).
Typical Speeds

10Mbps to 100Mbps

0Mbps – 1Gbps
MobilityFixed Location. Optimized for a specific mobile tower.Fixed. Tethered to a physical line in your wall.
ReliabilityExcellent (Ultra-low latency wireless).Superior. No signal interference or congestion.
Data TypeSpeed Tier Plans with Data FUP’sTruly Uncapped. No Fair Usage Policy (FUP).

 

Frequently Asked Questions

1. How do I check if Vodacom Fibre or 5G is available in my area?

To find the best internet for your home, visit our Coverage Map. Simply enter your street address or suburb—whether you are in Sandton, Umhlanga, or Century City—to see a real-time map of fibre, 5G, and LTE availability at your exact location.

2. Which is better for my home: Vodacom Fibre or 5G?

The choice depends on your specific needs. Vodacom Fibre provides the most stable, "unfinishable" connection, which is ideal for large families, professional gamers, and heavy 4K streaming. Vodacom 5G offers ultra-fast, "plug-and-play" convenience with speeds that can rival fibre, making it a great option for high-speed internet without the need for physical line installations.

3. How do I set up my Vodacom Home LTE or 5G router for the first time?

Setting up is easy and requires no technician. Simply insert your Vodacom SIM card into the router's SIM slot, connect the power cable, and switch it on. Once the signal lights turn blue or green, connect your devices using the Wi-Fi name and password located on the sticker at the bottom of the device.

4. What are the manual APN settings for a Vodacom router?

If your router does not connect automatically, you may need to configure the Access Point Name (APN) settings manually. Log into your router's dashboard (usually at 192.168.0.1) and set the APN to "lte.vodacom.za" for Home LTE/5G services or "internet" for general connectivity. Set the authentication type to PAP and leave the username and password blank.

5. How do I change my Wi-Fi name and password?

To secure your network, connect to your Wi-Fi and enter 192.168.0.1 in your browser. Log in using the admin credentials found on your router's sticker. Navigate to Wi-Fi Settings or WLAN Settings to update your SSID (the name people see) and your Security Key (your password). Save your changes, and your devices will need to reconnect using the new details.

6. Why is my Vodacom Fibre or LTE speed slow, and how can I fix it?

Slow speeds are often caused by router placement or signal interference. Ensure your router is placed in a central, elevated position away from other electronics like microwaves. If you are on fibre, try restarting your ONT (the small white box on the wall) and your router. For LTE/5G, moving the router closer to a window can significantly improve signal strength.

7. Does my Vodacom Home Internet work during load shedding?

While our network towers are equipped with backup power, your home router requires electricity to function. To stay online during power outages, we recommend connecting your router to a Mini-UPS (Uninterruptible Power Supply). This will keep your Wi-Fi running for several hours, allowing you to continue working or streaming until the power returns.

8. How do I contact the dedicated Vodacom Fibre support team?

If you need technical assistance with your fibre line, installations, or a faulty router, you can call our specialised Fibre Helpdesk at 082 1904. This team is available to help with everything from line activations to troubleshooting infrastructure issues in your neighbourhood.

9. How do I buy more data if I run out on my capped home plan?

If you reach your data limit, you can top up instantly to stay connected. The fastest way is via the VodaPay app or by logging into the My Vodacom portal. You can also dial *135# from the "alternative" Vodacom number linked to your account to purchase once-off data bundles that are valid for 30 days.

10. What should I do if I am moving house and want to take my internet with me?

If you are moving, please notify us at least 30 days in advance.

  • For LTE/5G: You can simply move the router to your new home, provided there is coverage in that area.
  • For Fibre: Call 082 1904 to check coverage at your new address and schedule a relocation. We will handle the deactivation of your old line and the installation of the new one to ensure a smooth transition.
     
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