Pack STARTER
Your FAIRCOM Journey
1. SUBMIT YOUR FORM
Choose your preferred package and complete the sign-up form.
2. WE CHECK YOUR SET-UP
We will review your network and confirm the next steps.
3. GET CONNECTED
Depending on the outcome, we will arrange your installation or activate your line.
Installation CHECKLIST
If installation is required, please ensure that you;
• Have approval from the landlord if you are renting.
• Checked access restrictions if you are in a complex.
• Are available at the property, or arrange for someone you trust to be there.
• Review your existing internet cancellation policy to ensure a seamless transfer to Faircom.
Connect the adapter to the router’s power port, labelled DC. STEP 2
Connect the network cable to the router’s Internet / WAN port. STEP 1
STEP 3
Connect the 24V power supply to the hEX S.
STEP 4
Your default network name, i.e. SSID and password is stuck on the bottom of your Cudy.
FAQs
Why is my connection speed not the same throughout my home?
Wi-Fi speed weakens the further you are from your router. Walls, floors, and furniture can also block the signal. To improve your connection, try placing your router in a central, open spot for better coverage. A mesh WiFi system can also help distribute the signal more evenly. If you need help choosing the right solution, email us and we’ll help you make the right choice.
Why is one of my devices struggling to connect to the internet?
This is usually a temporary issue and often resolves itself after a few moments. If it continues, either turn your Wi-Fi off and then back on again, restart your router or delete the Wi-Fi network from your device and reconnect by entering your password again.
Why has my Wi-Fi network disappeared?
Either your router has reset itself, needs a firmware update or has lost power altogether. Other devices may also be interfering with the signal.
Check that your router is plugged in and switched on before trying to connect again. If you’re still unable to find your network, please contact our technical support team for assistance.
I’m connected to the WI-Fi. Why can’t I access the internet?
Try using another device to see if it experiences the same problem. If both devices are offline, try restarting your router. If this doesn’t help, it could be a broader network issue in your area that our technical team is likely already working on resolving. If you’re unsure, please contact us or log a support ticket at faircom.co.za/support.
Why would my Wi-Fi be down?
There are several reasons your internet might be down:
• Planned network maintenance (scan this QR code to check)
• Router issues (try a restart)
• Incorrect set-up - double- check your Wi-Fi password
• Power outages or loose cables
• Wi-Fi settings - blue/green light is off
Faircom monitors outages in real time and acts fast but if everything looks fine and you’re still offline, log a support request at faircom.co.za/support.
I forgot my Wi-Fi password, what do I do?
Check the sides or bottom of your router for your network name (SSID) and the WiFi password (Key). If you can’t find the label or it’s unreadable, we can help. Please submit a support form via our website and we’ll assist you securely.
How to check my Wi-Fi speed?
Make sure you’re connected to your Faircom Wi-Fi, then scan this QR code to access our speed test page. Click GO to start.
For best results, we recommend performing the test five times and calculating the average. Run the test close to the router and in the area where you’re experiencing slow speeds.
What should I do if I’m moving? Can I transfer my fibre service?
Yes, you can transfer your Faircom fibre service to your new home, provided we have coverage in that area. The process is simple:
• Check coverage using our online tool (scan this QR code ).
• Complete and submit the relocation form.
• Let us know 7–10 days before your move.
By logging into the portal, you can:
View and download your invoices and statement
Monitor your internet usage history
Check your current package
Check profile details
Use the “Reset Password” Option:
• Go to our website: faircom.co.za and click on the Customer Login or Portal button.
• Click Reset Password.
• Enter your registered email address.
• You’ll receive a link to create a new password.
If you have forgotten your username and password please contact info@faircom.co.za and we will send them to you. The portal is here to help you stay informed, in control, and supported, any time you need it.
Joe Doe
Joe Doe
GENERAL QUERIES & TECHNICAL SUPPORT
info@faircom.co.za
021 815 5700
www.faircom.co.za
Monday to Friday 8:00 to 17:00
ACCOUNT QUERIES
accounts@faircom.co.za
021 815 5700
www.faircom.co.za
Monday to Friday 8:00 to 17:00
AFTER HOURS SUPPORT
support@faircom.co.za
www.faircom.co.za
Monday to Friday from 17:00 to 21:00
Weekends and public holidays from 09:00 to 15:00
Chat to our team via WhatsApp on 063 651 9921
