When your fibre goes down or a bill looks wrong, the first hurdle is knowing who to phone, because in South Africa two different companies are involved in every fibre line, and calling the wrong one wastes an afternoon. This page lists the official contact points for the major fibre networks and providers, and, just as importantly, explains who handles what so you reach the right desk first time.
Who to call for what
Your connection involves a Fibre Network Operator (FNO), the company that owns the cable and the box on your wall, and an Internet Service Provider (ISP), the company you pay each month. The golden rule for support is simple:
- Billing, package changes, speed upgrades, account questions: contact your ISP (whoever debits you each month).
- The line is physically down, slow across all devices, or there’s a fault after load-shedding: log it with your ISP first. Your ISP raises the fault with the FNO on your behalf. That’s how open-access fibre works.
- Installation, a damaged drop cable, or a missing wall box: usually the FNO, but it’s still cleanest to start with your ISP, who coordinates the network.
Key point: most fibre customers should contact their ISP for almost everything, even line faults. The ISP is your single point of contact and escalates to the FNO for you. Go direct to the FNO mainly when you don’t yet have an ISP, or for installation and physical-infrastructure issues. Not sure who your providers are? Our guide on finding out who your fibre ISP is walks you through it.
Fibre network (FNO) contacts
These are the networks that own the cable in the ground. Use the official support pages below for the current phone numbers, WhatsApp lines and fault portals. Provider numbers change, so the official page is always the safest source. You can browse all the operators on our networks page.
| Network (FNO) | Where to get support | Notes |
|---|---|---|
| Vumatel | vumatel.co.za/contact-us · help centre at help.vumatel.co.za | Largest residential FNO; 24/7 support line listed on their site |
| Openserve | openserve.co.za/contact | Telkom’s open-access network; online fault reporting |
| Frogfoot | frogfoot.com | Support contact and coverage on their site |
| Octotel | octotel.co.za | Strong in the Western Cape |
| MetroFibre | metrofibre.co.za | Gauteng-led network |
| Vuma (Vumatel Reach) | vumatel.co.za/contact-us | Same support channels as Vumatel |
For the individual networks, including coverage areas, typical speeds and the ISPs that sell over each, see the dedicated pages linked from our networks directory.
ISP and reseller contacts
Your ISP is your main point of contact. Each runs its own support channels (phone, email, WhatsApp and an account portal), and the quickest route is almost always logging in to your account or using the in-app support, where they can already see your line. Reach the major providers via their official support pages:
| Provider | Where to get support |
|---|---|
| Telkom | gethelp.telkom.co.za · home services line 10120 |
| Vodacom Fibre | vfibre.co.za/support |
| Afrihost | afrihost.com/contact · ClientZone for account & support |
| Webafrica | webafrica.co.za · MyAccount portal |
| MWeb | mweb.co.za/contact-us |
| Vox | vox.co.za/contact-us |
| Cool Ideas | coolideas.co.za |
Numbers change, pages don’t. We deliberately link the official support pages rather than printing phone numbers that may be out of date. Always grab the current number, WhatsApp line or live-chat link from the provider’s own page above.
Have this ready before you call
You’ll get help far faster if you have your details to hand before you reach an agent. It also helps the agent skip the basic checks and get to the real problem.
- Your account or customer number (on your invoice or in your account portal).
- The service address exactly as it appears on the account.
- A short, specific description: “no lights on the ONT”, “red LOS light”, “slow on every device since this morning”.
- What you’ve already tried: a router reboot, checking other devices, checking for an area outage.
- A reference number from any previous call about the same issue.
A red “LOS” light on the fibre box usually means a physical break in the line, so that’s a network fault to escalate rather than something a reboot will fix. No lights at all is often power; a steady green is healthy. Mentioning the light state up front saves a lot of back-and-forth.
WhatsApp and self-service
Most large providers now run WhatsApp support and chatbots that handle balances, outage checks and basic fault logging without a phone queue. These are genuinely faster for routine questions, and the official support pages above link to the current WhatsApp numbers. For anything account-specific, logging into your provider’s app or portal is usually quicker still, because your line and history are already on screen.
Nine times out of ten the fastest fix starts in your own account portal, not on hold. Call when self-service can’t see what you can.
If you’re still going in circles
If a fault drags on, ask your ISP for the FNO reference number for the logged fault. That confirms it has actually been escalated to the network and gives you something to chase. If support quality is the real problem, remember that on an open-access line you’re not trapped: you can usually switch to a better ISP on the same fibre with no re-installation.
And if you’re weighing up a move, or setting up a new home, start by seeing exactly what’s available where you are. Check fibre coverage and compare the live deals at your address. It’s free and takes a minute, and it tells you which networks and providers you can actually call on.